10. In the rare case of an E911 routing error, the CA will fill out a technical ticket” for “trouble additional investigation. Back up Procedures Through their contract with Sprint, Relay Utah has access to an upgraded PSAP solution that has proven extremely accurate, resulting in few instances of PSAP routing errors. In many instances, two numbers are provided for each rate center. If one of the numbers fails, the second number is dialed. In the event that a valid number is not available, the CA will contact Directory Assistance for support. CapTel Emergency Calling When calling 911 a one-line CapTel phone, the call is processed in the same way as a 911 call processed when using a standard telephone. The CapTel phone automatically converts to a Voice-Carry-Over (VCO) phone and dials 911 directly. (The CapTel Call Center is not engaged in processing 911 calls.) The CapTel phone will display the typed responses from the PSAP and the caller will use their voice to communicate with the PSAP. The user will be connected to the proper 911 Center in the least amount of time and the telephone number (ANI) will automatically be passed to the 911 Center. The 911 system renders the appropriate emergency response. Two-Line CapTel Emergency Calling Because Two-Line CapTel uses separate voice and data connections, it offers the most efficient way to access Emergency Services via 911 response Centers. The Two-Line CapTel user is connected directly to 911 on a standard voice connection. The captions are connected on the second line. This procedure means that the call is connected in the fastest time, to the most appropriate 911 Center every time, with a reliable voice grade connection and with full speed captions. Training and Support Materials Relay Utah CAs and Supervisors receive in-depth training on all emergency processes and procedures. This training is reinforced through on-going refresher training where Call Center staff must demonstrate knowledge and proficiency of Emergency processes and procedures. Supervisors or Operations Administrators are available 24/7/365 to assist CAs when an emergency call occurs. CAs also have immediate access to call processing steps via an online help screen and position reference guide. Variations There are many things that can happen during an emergency call, which require immediate action outside traditional call processing. The following processes were established for many of these to guide CAs and the Call Center staff on how to proceed: “variations” Caller Disconnects Before Connecting to 911 Center
10. In the rare case of an E911 routing error, the CA will fill out a technical “trouble ticket” for additional investigation. Back up Procedures Through their contract with Sprint, Relay Utah has access to an upgraded PSAP solution that has proven extremely accurate, resulting in few instances of PSAP routing errors. In many instances, two numbers are provided for each rate center. If one of the numbers fails, the second number is dialed. In the event that a valid number is not available, the CA will contact Directory Assistance for support. CapTel Emergency Calling When calling 911 a one-line CapTel phone, the call is processed in the same way as a 911 call processed when using a standard telephone. The CapTel phone automatically converts to a Voice-Carry-Over (VCO) phone and dials 911 directly. (The CapTel Call Center is not engaged in processing 911 calls.) The CapTel phone will display the typed responses from the PSAP and the caller will use their voice to communicate with the PSAP. The user will be connected to the proper 911 Center in the least amount of time and the telephone number (ANI) will automatically be passed to the 911 Center. The 911 system renders the appropriate emergency response. Two-Line CapTel Emergency Calling Because Two-Line CapTel uses separate voice and data connections, it offers the most efficient way to access Emergency Services via 911 response Centers. The Two-Line CapTel user is connected directly to 911 on a standard voice connection. The captions are connected on the second line. This procedure means that the call is connected in the fastest time, to the most appropriate 911 Center every time, with a reliable voice grade connection and with full speed captions. Training and Support Materials Relay Utah CAs and Supervisors receive in-depth training on all emergency processes and procedures. This training is reinforced through on-going refresher training where Call Center staff must demonstrate knowledge and proficiency of Emergency processes and procedures. Supervisors or Operations Administrators are available 24/7/365 to assist CAs when an emergency call occurs. CAs also have immediate access to call processing steps via an online help screen and position reference guide. Variations There are many things that can happen during an emergency call, which require immediate action outside traditional call processing. The following processes were established for many of these “variations” to guide CAs and the Call Center staff on how to proceed: Caller Disconnects Before Connecting to 911 Center
Utah_FCC_Re-Cert_Template_Year_2018_Final_9-26-17-forCustomer.docx