Integrated Communication Control Systems
Emergency Communication Control Systems ( for Police, Ambulance, Fire, Traffic, Public Safety),
Public Utility Control Systems (for Electricty, Water),
Airport Control Systems (for Apron & Ground Control) Communication Systems,
Dealer Board Systems (for Forex, Stock Exchange, & Corporates),
Security Control Systems (for Industrial & Rapid Response),
Voice Emergency Notification and Disaster Management Systems, & associated equipment.
In summary - we are the Communication Control Centre specialists, and can specify, design, install, and commission your new centre!
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Note - this is our detail engineering
What is an Emergency Communication Control Centre?
Voice Notification System for Disaster Management
SoftRisk Disaster Management
Micromation's Call Taking & Dispatching Software
Dealer Board Systems
Modulinear Control Desks
Micromation's Community Services
Crash Fire Alarm System
Communication Control Systems vs Call Centres
Multi-Channel Voice Recorders
E911Pro CAD System
Mobile Operations Control Centre/Incident Command Vehicle
VoIP PABX & Dealer Board System
Funicular - Cape Point
Web Site Terms & Conditions
Operator's Control Station/Chair
Africa's Most Experienced
Communications Control System Supplier ,
with over 140 systems installed
throughout Southern Africa
Our Contact Details :-
Phone :- (2711) 822-1065
Fax :- (2711) 822-1067
Emergency After Hours Standby Phone :- (2761) 078-7095
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Interested? Please contact:-
DERRICK WILLCOCK (CEO)
for or more information, or visit our Sunnyrock, Germiston Offices, overlooking the Johannesburg-Witbank Highway.
Our capability includes the total systems integration and project management of the following :-
Building and equipping control centres,
Raised flooring, suspended ceilings, dry walling, air conditioning,
Interior décor and office furniture,
Specialised control desks, and control room furniture,
Lighting, acoustics, mains power, standby power, U.P.S.s,
Radio systems, including masts, antennas, and radio surveys,
Specialised interfacing including Call Points and NEAR systems,
Local and remote control of station doors, intercoms and alarms,
Telephony, both analogue as well as digital,
Computer Telephony Integration,
Automatic Attendant/Call Sequencer,
CCTV with local and/or remote control plus monitoring,
Integrated Communication Control switching systems for all the above.
P.S.T.N. dial lines, (TELKOM 10314, 0046132, SABS CC100655, SATRA DB/1, DB/2, DB/7, CFS/01, LT/11),
Private lines, (TELKOM 10314, 10466, 0046132, SABS CC100655, SATRA DB/1, DB/2, DB/7, CFS/01, LT/11),
Battery Private lines, (TELKOM 10314, 0046132,SABS CC100655,
SATRA DB/1, DB/2, DB/7, CFS/01, LT/11)
First South African dealer board system design and installation,
African Open line System design and installation,
African Communication Control Systems
First Computer Electricity ripple control System in the World,
First Micro based Autoclave Controller in the World
First Micro based Petroleum depot control system in South Africa
First Micro based Communications Cable Pressure system in South Africa.
COMMUNICATION CONTROL SYSTEM?
A Communication Control System provides ultra reliable, unrestricted (unblocked), fast (one touch) accessing, operator selectable communications, under conditions of high operator stress, where response time is critical, and where a variety of parallel communication channels are being used and monitored simultaneously.
A Communication Control System integrates a variety of different communication circuits, and presents all of these circuits simultaneously to the operators at each console in a uniformly standard, highly compact and ergonomic configuration.
A Communication Control
System provides the most efficient man-machine interface to the
operators, allowing the operator to use all his visual, audio
and tactile senses to their full extent.
Most people, including most communication technical staff, do not understand the need for a communication control system, or its stringent design requirements. However, the program "Rescue 911" originally brought the concept to the public’s attention, but not the technical or ergonomic requirements of an emergency control centre.
A communication control
system is not a Call Centre, PABX, ACD, switchboard system,
feature phone system, radio control system, trunking radio
system or intercom system.
Communication Control Systems are
found in Emergency Control Centres (Police, Ambulance, Fire,
Traffic), Disaster Control Centres (Civil Defence), Airport,
Railway and Port Control Centres (Air Traffic, Apron/Ground
Control, Freight Handling, Centralised Track Control), Utility
Control Centres (Electricity, Water), and Financial Dealing
Rooms (Forex, Money Market, Stock Exchange).
There are two fundamental principles applied to Emergency Control Centres, namely :-
Communication Methodology – Call Centres
A Call Centre is designed to
permit a caller to dial up the Call Centre on the PSTN (Public
Switched Telephone Network), and this call is automatically
queued, then automatically routed through to a Call Centre Agent
in time sequence. The Call Centre system “pushes”
the call to one of many Call Centre Agents, usually the Agent
that has been the least busy. Voice communication
only takes place between two parties – the Caller and the
Agent. The Agent will usually refer to his computer
workstation to answer the Caller’s queries.
Once the Caller’s queries have been dealt with, the call is
terminated, and the Agent waits for the next caller.
Incoming caller traffic is reasonably constant throughout the
working day, and the psychological state of the callers range
from even tempered to annoyed.
Communication Methodology – Communication Control Centres
Lets firstly deal with the simple case of a telephone or cellular phone caller.
A Communication Control Centre is designed to permit a caller to dial up the Centre via the PSTN, (or communicate with the centre by a number of other means). The Caller’s telephone number, along with all other unanswered Caller’s telephone numbers, is displayed to the Centre’s Operators on each of their consoles, and an Automatic Attendant handles any caller overflow in a queue. An Operator who has finished dealing with a previous incident selects this Caller by “pulling” that specific call from the system. Voice communication initially takes place between the Caller and the Operator while the Operator enters details of the incident on a Call Taking and Dispatching computer workstation. Then the Operator communicates (usually by radio) with as many as four separate Service Providers, either serially (one at a time) or in parallel (broadcast), while the Caller is still on line. The Caller hears the Operator, and hears the instructions given to the Service Providers, but does not hear the Service Providers’ response.
The Operator hears the Caller in his left headset earpiece, hears the Service Providers in his right headset earpiece, speaks to the Caller without pressing his p-t-t (push-to-talk) footswitch, and speaks to the Service Providers by pressing his p-t-t footswitch. In the event of a Service Provider query, the Operator telepatches that Service Provider to the Caller, so that communication can take place directly. Once all Service Providers have enough information to handle the incident, the call is terminated, and the Operator completes entering the on-line forms in the Call Taking and Dispatching system. Incoming caller traffic is sporadic with large peaks, and takes place throughout a 24 hour day. The psychological state of the callers range from concerned to highly traumatised.
The above only describes a
telephone caller. A number of emergency Callers contact
Emergency Control Centres via their cellular (mobile) phones,
NEAR systems, Two Way Radio Systems, Single Sideband Stategic
Radio Systems, Trunking Radio Systems, Radio Alarm Monitoring
Systems, Telephone Line Alarm monitoring Systems, Intercoms or
even Emergency Push buttons.
Caller Categories & Interfaces
The above descriptions deal with a caller from the general public requiring assistance, or giving the Centre information.
However, the people that contact
Communication Control Centres may be the general public, but in
addition calls may come from other sources. Calls are
received from the following categories of callers :-
Time Sequenced Queues
During a large incident or
disaster, Control Centres are inundated with calls from the
general public, but it is essential that the operators handle
the more important callers first. On a Communication
Control System, all the callers, including the important callers
such as Public Safety Officers are clearly visible at all
consoles, and the operators can take these calls out of the time
sequenced queue, and deal with them as soon as possible. A
Call Centre with only time sequenced queues cannot offer that
facility to the operators.
Dispatcher Communication Channels
Communication Control Centre
Dispatchers require a different mix of communications channels,
such as :-
Fixed line telephones, Cellular phones, NEAR (National Emergency Radio), Call Points, two way radio, trunking radio, radio paging, Controls & indications, Public Address systems, intercom systems, bell systems, NATIS, and traffic light controllers.
From the above one can see why
Micromation’s Communication Control Centres have 32 different
interfaces available to cover virtually all the interfacing
requirements needed in the Southern African market, whereas Call
Centres generally only cater for fixed line telephones.
Communication Control Systems are designed to be extremely reliable, and the effect of component failures limited to small areas of the system. Central microcomputers are generally replaced by distributed microprocessor systems..
|Caller allocation to Operator or Agent :-||Operator selects (pulls) caller from a visible stack||Equipment allocates (pushes) caller onto the Agent|
|Caller queue visibility :-||A time sequenced stack of callers visible at all consoles||No visible stack|
|Operator ability to select a specific caller from the queue, (e.g. the caller redials in after losing connection) :-||Any of the callers in the time sequenced visible queue can be selected||Operator is not permitted to select a specific caller – only a time sequenced queue available|
|Call overflow handled by :-||Automatic Attendant||Automatic Attendant|
|Centre call statistics displayed by :-||LED call status display, or on the operator’s workstation||LED call status display|
|Operator/Agent headset :-||Binaural (2 channels)||Monaural (1 channel)|
|Number of parties handled simultaneously by the Operator :-||At least 2 parties (Caller & Service Provider), each with independent speech channels to the Operator, but Service Providers or Operators can be extensively conferenced (up to 32 parties)||Usually only party at a time – minimum conferencing available. No simultaneous independent speech channels|
|Interfacing capability :-||Communication interfaces all available simultaneously on the same switch||Usually limited to telephone lines, with radio covered by another system|
|Speaker systems :-||8 channel dynamic (operator selectable) speakers, monitor speaker boxes & fixed connection speakers available.||Only monitor speaker boxes available. Fixed connection radio speakers usually driven from a separate system.|
|Unblocked switching :-||Every circuit throughout the system is unblocked, (including operator headsets which are regarded by the system as circuits)||Usually blocked, but some equipment has limited unblocked switching from Agents to lines.|
|Call/radio patching options :-||Telepatching & radio patching available on all channels on the system||Patching either not available, or limited to a few circuits.|
|Voice recording playback :-|| 4 playback channels connected to the switch for
conferencing & patching purposes.
||Voice playback normally VOIP (Voice Over I/P) – no conferencing & patching capability|
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