MAX Call Taking is a 9-1-1 call taking solution designed to give the telecommunicator the tools they need to increase efficiency and minimize distractions. It provides the solid reliability for which Zetron is known in an end-to-end Next-Generation 9-1-1 call handling solution built with scalability and redundancy at it’s core. It offers a full range of features and functionality that are important to Emergency Call Centers (ECC) and employs the latest standards-based IP protocols and IT best practices. The intelligent user interface (UI) is expressly designed to streamline and simplify tasks, reduce distractions and fatigue while improving efficiency. The system comes with built-in interfaces and shared components with other Zetron solutions such as MAX CAD/GIS, MAX Dispatch, and MAX Fire Station Alerting creating an integrated command & control suite. With MAX Call Taking, you are buying more than a 9-1-1 call handling product, you are buying a solution that scales to the needs of your operation both today and tomorrow.
Core Product Features
Automatic Call Distribution (ACD)
MAX Call Taking offers built-in skills based routing capable of sophisticated call distribution. Configurable call queues reduces transfers by delivering specific call types to call-takers who have defined roles, skill, and ability to handle them.
Optimized call handling
Integrated workstation controls and an efficient user experience optimizes a call takers ability to receive, process, and complete emergency 9-1-1 calls and texts. Selective display of information pertinent to the task, single action operation, and advanced call handling features and mid-call recovery.
Telephony PBX Support
The PBX support within MAX Call Taking provides a robust feature set integrating office personnel and phone systems into the total 9-1-1 call taking solution. Robust PBX support enables call control functions such as call answer/release, call transfers, call hold, call mute, call parking, conference calling, auto-attendant, intercom, paging and other handset features are just a few of the capabilities available for supporting office personnel.
Integrated i3 Text to 9-1-1
MAX Call Taking delivers SMS Text to 9-1-1 calls to the call taker screen in a user friendly format. Text calls ring and are answered in the same format as voice calls. This feature is configurable so that a call-taker may be enabled to handle multiple text calls as well as voice calls at the same time.
Map Viewer displays calls using local ESRI GIS data
Map Viewer integration allows 9-1-1 calls and Text to display on the viewer prior to answer. This feature allows call-takers the ability to answer a call based on geographic location. Locations will update and map as the call-taker rebids for better location accuracy. Traditional ALI and RapidSOS location (when available) are displayed on the Map Viewer. 9-1-1 voice and text calls can be answered and released from the Map Viewer display. The Map Viewer uses your local ESRI GIS data.
Supports current and emerging NENA i3 standards
SIP-based solution with support of softphones and SIP phones, ready to meet existing and emerging NENA NG9-1-1 i3 functional and interface standards. Compatible with Emergency Services IP Networks (ESInets) supporting both single Emergency Call Centers and hosted solutions.
Supports RapidSOS Enhanced Location Services
Improve response times with enhanced location accuracy for 9-1-1 cell phone calls and texts through integration with RapidSOS location services. RapidSOS is partnering with leading device manufacturers and app developers to get precise handset location from all different sensors on modern devices, such as GPS, WiFi Access Points, cell towers, Bluetooth beacons and barometric pressure sensors. When a 9-1-1 call comes in, MAX Call Taking 9-1-1 equipment queries the NG9-1-1 Clearinghouse for supplementary location straight from the device. This information is included in addition to standard ALI.