Emergency Response Management System

1. Emergency Response Management System

2. System Highlights Online System Application Caller Line Identification Automatic Recording of Conversation Tracking of the period of Conversation

3. System Highlights..contd.. Attach conversation(s) to related Complaint Abuse Call Alerts Prior History of Complaints from a telephone Cache of multiple complaints

4. System Highlights..contd.. Automatic Flash alerts for Bank/Currency chests “Calling back” feature SMS transmission/reception Search a Directory Tracking of Missing Persons Information

5. Caller Line Identification The telephone number and the name and address of the caller is immediately displayed on the screen . This feature facilitates the users to identify the exact address of the caller and the genunity of the complaint

6. Automatic Recording of Conversation The system automatically records the entire conversation between the complainant, telephone operator, wireless operator and the investigation officer. The recording begins automatically as soon as the telephone operator pick up the handset/ receiver and stops once the call is disconnected Similarly, the recording automatically commences as soon as the wireless operator begins speaking to the patrolling officer and ends as soon as the conversation ends and vice versa. A very necessary feature to retrieve and listen to the saved conversation at the time of solving any critical case

7. Tracking of the period of Conversation The system automatically displays the time span of each conversation This is very useful to analyze the action response of the wireless operators and the investigation officers.

8. Attachment of conversation(s) to its related Complaint Every recorded conversation is stored as a “voice” file in the system The system automatically attaches every conversation related to a complaint to its Complaint number. Various conversations related to the complaint received, such as the conversation between the telephone operator and the complainant, the wireless operator and the patrolling mobile, the investigation officer and the wireless operator is attached to the complaint. This important feature makes it is easy for an officer to monitor the entire course of the complaint right from receiving the complaint till it is solved.

9. Abuse Call Alerts “100” is a toll free number. Thus this number is vulnerable for many fake as well as abusive calls Incase any abuse call is made on “100”, the telephone number and the address of the caller is displayed on the screen automatically due to the “CLI” facility. The telephone operator clicks on a button, ABUSED CALL provided on the screen and continues the conversation with the complainant. As soon as the button is clicked, a pop up window is flashed on the screen of the wireless operator displaying the caller number and the address. The wireless operator immediately communicates with the nearest patrolling mobile and thus the abuse caller is caught red handed.

10. Prior History of Complaints from a telephone When the caller dials “100”, the system facilitates the very important feature of displaying all the prior complaints received from the telephone This is helpful to identify the “problem zones” and alert the officials for maintaining harmony in the area

11. Cache of multiple complaints The telephone operators receive the complaints and also “key in” the details of the complaint in the system. This feature stores the “keying in information” in a table temporarily. The operator can receive the next complaint and the conversation is also automatically recorded The operator can later type in the information and “Save” it

12. Automatic Flash alerts for Bank/Currency chests The Police Control Room is connected with various banks and currency chests through “Hotline” The system incorporates an alert message as soon as the handset/receiver is lifted from any of the banks or currency chests A pop-up window is flashed on all the screens in the PCR thus alerting the officers at the PCR for immediate action

14. SMS transmission/reception: The system has a value added feature of sending and receiving SMS through the system Messages both individual and group can be received and sent through the system itself The messages are stored and can be retrieved as and when required

15. The Statistics -- Number of Complaints This comparative report displays the total number of complaints received each month.

16. Fake calls The following report displays the number of complaints received and that were found to be “Fake”. It is commendable to note that there is a huge decline in the number of fake calls. This implies that the features of the system has become popular among the public

17. Complaints Received in a time frame – in a day The report displays the number of calls that are received at various intervals of time. The count of the complaints received is shown for every 2 hour periods.

18. Types of Complaints Received – in a day / Month/ Year This report displays the number of calls received on various types of cases.

19. Wireless Operator --response time This report displays the response of the wireless operator. That is, the time at which he/she responds to a complaint received from the telephone operators.

20. Investigation Officer – Investigation time The graphical report displays the average time taken for investigating the complaints assigned in each month of the year.

21. System’s Success Stories -- Abuse call The telephone operator clicks on a button, Abuse call provided on the screen and continues the conversation with the complainant As soon as the button is clicked, a pop up window flashed on the screen of the wireless operator displaying the caller number and the address The wireless operator immediately communicated with the nearest patrolling mobile and thus the abuse caller was caught red handed. The incident was published in the largest circulated daily newspaper

22. System’s Success Stories --Decline of fake calls With the implementation of the system there is a notable decline in the fake calls every month

23. System’s Success Stories -- Alerts from Bank/ Currency chests The system incorporates an alert message as soon as the handset/receiver is lifted from any of the banks or currency chest. A pop-up window is flashed on all the screens in the PCR thus alerting the officers at the PCR for immediate action. The same information was published in the newspapers.