Next Generation 9-1-1 Call Taking
MAX Call Taking is designed to increase telecommunicator efficiency and minimize distractions. It’s an end-to-end IP, Next Generation 9-1-1 telecommunications solution with legendary Zetron reliability. MAX Call Taking offers a full range of features and functionality that enable emergency communications teams to initiate fast, informed and coordinated responses. The system has built-in interfaces and shared components with other Zetron solutions, such as MAX CAD/GIS, MAX Dispatch, and MAX Fire Station Alerting, to form a fully integrated command and control suite.
MAX Call Taking delivers Next Generation 9-1-1 capabilities now and easily scales to support center growth and surrounding technology upgrades and migrations.
Get more accurate mobile caller location + additional data today
With RapidSOS Emergency Data Response Platform, PSAPs can securely access device-based hybrid location and additional data from enabled smartphones, without the need for the caller to use an app, resulting in faster and more accurate location than Phase 2 information currently available.
What's New in MAX Call Taking
- Personalized Greetings
Telecommunicators can now record and manage personal greetings for automatic playback when answering calls. Greetings are queue-specific, editable from the console, and play simultaneously with caller audio for seamless transitions.
- Selectable Queue Assignments
Users now choose from pre-defined roles at login, each linked to specific queue sets. Role availability is permission-based, ensuring only qualified personnel access the correct calls.
Core Product Features
- Status Board
The Status Board provides a large-format display that shows the status of call queues, wait times and call taker status, making it easier to monitor current activity and call volumes. It’s designed to be showcased on wall panels for with multi-page cycling for visibility across the entire center.
- Supports Existing and Emerging NENA i3 Standards
MAX Call Taking is an IP-based solution that is compliant with existing and emerging NENA Next Generation 9-1-1 i3 standards*.
- 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.
- 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.
- 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.
- 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.
- Zetron Connected Care
Zetron Connected Care provides comprehensive support and maintenance services that give Zetron customers complete peace of mind. Connected Care plans ensure customers have the latest software updates, protection against defects in materials and workmanship, and offer ongoing training and technical support. Learn more about Zetron Connected Care.
*A Zetron representative can confirm compatibility in specific regions.
Add On Features
- 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.
