The Pasco County (Fla.) Emergency Communications/9-1-1 Center upgraded its emergency call centers to a next generation 9-1-1 (NG9-1-1) call processing solution, Sentinel Patriot, and management information system (MIS) solution, Aurora, from PlantCML, through communications system provider, AK Associates.
“We decided to upgrade our existing system to meet the technological demands of the community, which is steadily utilizing advanced telecommunications devices,” said Elmer Holt, 9-1-1 coordinator, Pasco County Emergency Communications. “Plus, the geo-diverse Sentinel Patriot solution allows for our emergency call centers to operate individually and support the surrounding call centers should that be necessary.”
The geo-diverse Sentinel Patriot solution will allow the emergency call centers in Dade City, New Port Richey, Port Richey and Zephyrhills to maintain autonomy while giving their call takers full mobility to provide remote assistance, share information, access data sources and connect with each supporting agency.
The Sentinel Patriot solution accommodates the physical and functional specifications of today’s emergency call centers, yet is flexible enough to adapt to tomorrow’s needs.
It is based on a distributed Internet Protocol (IP) architecture, featuring a fully integrated PBX with redundant servers and no single point of failure. It also offers a full suite of computer telephony features that includes automatic call distribution (ACD), automatic number identification (ANI) and automatic location identification (ALI) capabilities.
Integrating the Sentinel Patriot solution with the Aurora MIS solution is expected to improve the effectiveness of Pasco County’s 9-1-1 services by enhancing management’s ability to gather, organize, data mine and report on call center metrics. It includes advanced reporting options that can be customized to fit specific needs and ad hoc reporting requirements.