MICROMATION    

  MICROMATION is Southern Africa's premier supplier of  top reliability, top technology -

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!

Want to know more? - please page down

Note - this is our detail engineering site.  For a general overview of the company & its products, please visit www.micromationcommunications.co.za

A PRODUCT OF SOUTH AFRICA

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Contact Details Capability What is an Emergency Communication Control Centre? The Different Systems in a 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

Short form Profile of Micromation. Illustrations and Facilities of Product Ranges Communication Control Systems vs Call Centres Centralised Call Taking - the Fire, Rescue & EMS Article Multi-Channel Voice Recorders Ambulance Auxilliary Power Management System  E911Pro CAD System Mobile Operations Control Centre   Employment Opportunities Web Site Terms & Conditions

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MICROMATION

 is Southern Africa's Most Experienced
Communications System Supplier ,
with over 140 systems installed
throughout Southern Africa

FOR "911" COMMUNICATION, INSTALL A SYSTEM BY
MICROMATION 

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Our capability includes the total systems integration and project management of the following :-

Architectural design of centres,

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 switching systems for all the above.

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        Micromation Communication System Centre, 911 North Reef Rd., Sunnyrock, Germiston, 1401, South Africa

    The postal address of the above companies is :- P. O. Box 709, Bedfordview, 2008, South Africa

Phone numbers (8 hunting lines) +2711 822 1065;  Fax number  +2711 822 1067 ;  Email ; info@micromation.co.za  

            
The Directors of the Group :-   

Derrick Willcock	Peter Makhari	Doreen Willcock	Brent Bartlett

     Auditors - B. N. JOOSTE & COMPANY.

     Company premises in Gauteng - "911" North Reef Road, Sunnyrock, Germiston North.

     Size of Business Property in Gauteng - 1940 m ² .

     Owner of all company premises - ERF 579 C.C.

     Primary competitive advantages -

     Q.C. responsibility - in house.   Digital system manufactured to ISO 9001.

     Brand names manufactured and/or supplied :-
        Micromation ADS (Advanced Digital System),
        Micromation EDB (Analogue System),
        "Diamond" Control Desk (Registered Design),
        "Modulinear" Control Desk,
        "Mole" ( Micromation Open Line Equipment),
        "Sterdy Dealer Board Systems",
        "Micro Watt Dealer Board Systems",
        "Sonormatic Loudspeaking Boxes",
        "Networks Open Line Systems".

     Major customers -

        Metropolitan Councils, Provincial Governments, Large Quasi Government Companies, Airport Operators, Airline Operators, Fire

Departments, Ambulance Departments, Traffic Departments, National Police, Metro Police, Private Ambulance Companies,

Security Departments, Banks, Money Brokers, Stock Brokers, and Corporates.

     Date of first Microprocessor System installation - August 1978.

     Date of first Dealer Board System installation - July 1983.

     Date of first "touch screen" Communications Control System installation - June 1984.

     Date of first local Communication Control System installation - September 1988.

     Communications System Approvals Authority - S.A.T.R.A. (now called ICASA  - Integrated Communication Authority of South Africa)

     Product technology ranges - I.S.D.N. digital to electronic logic.
 
 

I.S.D.N. Primary Rate, (TELKOM 10314, 10466, 0046132, SABS CC100655)

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),

Central Battery Private lines, (TELKOM 10314, 0046132,SABS CC100655, SATRA DB/1, DB/2, DB/7, CFS/01, LT/11)

Micromation’s "firsts" in S. A. -

First dealer board installation,

First dealer board system design and installation,

First Open line System design and installation,

First Computer Electricity ripple control System,

First Micro based Autoclave Controller,

First Micro based Petroleum depot control system,

First Micro based Communications Cable Pressure system.

Rockwell 6502,

Motorola 6802, 6809 & 68000 series,

Mitel I.S.D.N. chipset,

Microchip PIC16CX series.

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WHAT IS A
COMMUNICATION CONTROL SYSTEM?

Definition

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.
 

Problems

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" 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.
 

Applications

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).
 

Distinguishing Features

 A communication control centre can be distinguished by the following features :-

1. Each console has 2 handsets (not 1) or a binaural (not monaural) headset. This means that the operator can listen and converse with 2 parties simultaneously, without the 2 parties hearing each other.
2. Each console has a speaker system which allows the operator to hear and talk to up to 32 speech circuits simultaneously, (not simply 1 party at a time). In practise, operators seldom need more than 20 circuits on these "Open Line" and/or "Broadcast" systems. In analogue systems these speakers are switch selectable, in digital systems they are dynamically assignable by the operator.
3. In addition, each console usually has monitoring or waiting speakers, which amplify each ear piece of the headset, and which is automatically muted when the operator presses his ptt button.
4. All speaker systems with voice operated LED indicators.
5. The voice recorder output on either a speaker or key selectable.
6. Many different interfaces are available, e.g. TELKOM analogue lines, ISDN channels and magneto lines, PABX analogue extensions and central battery private lines, E & M trunks, QSIG, single or multichannel two way radios, MARNET, trunking radios, Call Point Emergency Radios, local and remote site intercom and alarming interfaces, CCTV video and control signals, Computer Based Traffic Controller signals, general control and indication/alarm annunciation circuitry, and computer dispatching serial links.
7. Up to 256 "one touch selectable" circuits, (or up to 10000 by downloading) on digital systems, and up to 94 on analogue systems.
8. All circuits are fully available to all operators for selection, even if they are currently busy, (known as "unblocked" switching). No operator or circuit gives a "busy" tone if selected.
9. Extensive "one touch" autodialling facilities up to 10000 numbers.
10. CLI/ANI facilities covering all types of circuits including telephone, radio transceiver and radio repeater (e.g. dial codes, 5 tone radio, CTCSS).
11. The ability to "patch" up to any circuits (including operator’s hand/headsets and speaker circuits) to any other circuits, up to a maximum of 32 circuits.
12. A minimum of 6 different audio call tones, each tone signifying a different circuit type.
13. Visible incoming caller queues up to 32 in number, or two queues of 16 each on digital systems.
14. Exceptional reliability, using gradual degradation techniques and very fault tolerant designs. Some systems can tolerate up to 28% component failure before full traffic handling is affected.
15. Each system is specially engineered for its particular application - the system is never an "off the shelf" item.

Fundamental Principles

There are two fundamental principles applied to Emergency Control Centres, namely :-

• Once having accepted the Caller’s call, the Operator is legally responsible for the emergency service company obtaining all the necessary  information from the Caller in order to provide the necessary Service Provider responses, and at the conclusion of the call, the Operator is the party which terminates the call.   There is no other single party that has the capability of accepting this responsibility.

• The Operator must remain in contact with the Caller at all times, even when the Operator is conversing with Service Providers or other Operators, or patching the caller through to another party.  This means that a PABX type transfer where the Caller is put on “hold” cannot be permitted.

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, 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 :-
 

• General Public requiring emergency assistance for themselves or other people, via fixed line phones, cellular phones, NEAR, Call Points and emergency/intercom push buttons.

• Public Safety Officers and Council Officials informing the Centre of emergency situations via fixed line telephones, cellular phones, two way radios, and trunking radios,

• Businesses and key point installation personnel via fixed line telephones, private wire telephones, cellular phones, NEAR, Call Points, two way radio, alarm monitoring systems, radio and fixed line or private wire fire monitoring systems.

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.
 

Interfaces

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.
 

Reliability

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, and in some cases, such as the ADS system, the switch can tolerate nearly a 28% component failure prior to any problems being experienced under full traffic conditions.   This switch reliability is a result of what is called “CLOS” technology, a matrix theory originally by Charles Clos.

 A Comparison of Matrixes

A simple way of looking at the capabilities of any switch is to examine the capability of the switching matrix which is available to each and every agent or operator.

The drawing entitled “Single Position ADS Switching Matrixes” clearly shows the ADS console’s full switching capability.   Each console has access to four different types of circuits, namely Lines, Radios, Controls and Indications, and Intercoms.  Each console is designed to accommodate up to 7 different switching matrixes, namely a Right Console, Left Console, Intercom, and four separate multichannel Dynamic Speaker matrices, (although only one multichannel speaker matrix is shown here, as this is the most popular configuration).

Compare the “Single Position ADS Switching Matrixes” to the Call Centre Matrixes as shown in the diagram entitled “Single Position PABX/ACD Switching Matrixes” – there is a clearly visible difference.

To calculate the number of cross points (digital or analogue switches) in the various matrixes, let us assume that there are 8 consoles, 32 lines, 8 radios and 8 control and indications.

Communication Control Centre Cross Points

To switch a radio, the equipment requires :-

• A Tx digital speech cross point,
• A Rx digital speech cross point,
• A Transmitter p-t-t digital signal cross point
• A Receiver squelch digital signal cross point

Therefore the Right Console Matrix has (32 + 8 + 8) x 4 cross points = 192 cross points.
The Left Console Matrix requires a similar number, i.e. 192 cross points.

Each speaker channel of the 8/1 dynamic speaker needs (32 + 8) x 4 = 160 cross points (as it both receives speech and it transmits speech via an auxiliary microphone, but cannot receive digital controls and indications).  As there are 8 speaker channels, the dynamic speaker has 160 x 8 = 1280 cross points.

The 32 way Conference Module requires 4 cross points per channel, and therefore has 32 x 8 = 256 cross points.

The Intercom channel has the same channel facilities as lines, radios, etc.  As there are 8 consoles, the Intercom has 8 x 4 = 32 cross points.

Adding all the cross points together we get  :-

192 + 192 + 1280 + 256 + 32 = 1952 cross points per console.

As all the above circuits are handled on the same matrix, the Micromation ADS can conference or patch all speech circuits together, including lines, radios, speakers and intercoms, giving amazing system flexibility.
 

Call Centre Cross Points

By contrast, the Call Centre usually cannot provide radio or digital control and indication communications, so the lines are restricted to one digital Tx cross point and one digital Rx cross point, making two cross points in total per line.  The extension matrix has 32 lines, making a total of 32 x 2 = 64 cross points per extension.

The 3 way conference module requires 3 x 32 = 96 cross points.

The Intercom system requires 8 x 2 = 16 cross points

Adding all the cross points together we get :-

64 + 96 + 16 = 176 cross points in total, which is roughly 9% of the cross points in an equivalent Communication Control System!

Even if the 3 way conference module was expanded up to a 10 way conference module, the total number of PABX cross points would be 400, or 20% of the cross points in an equivalent  Communication Control System.

Due to the Call Centre’s restricted communication matrix capability, some suppliers add a totally separate radio/controls and indication matrix to their systems.  This gives them additional capability, but in doing so they loose system integration capacity.
 

Speaker & Broadcast Systems

A Communication Control Centre has many speaker options, including :-

8 channel dynamically selectable speakers, (allowing the operator to select any 8 channels on the system and place them on a speaker.  These are automatically muted when the channel is selected).

A speaker microphone which allows the operator to speak to some or all of the selected channels, independent of the two channels selected for his/her headset.  Note that the operator also has a ten group, 16 channel broadcast system that operates off his/her headset.

Monitor boxes or waiting amplifiers, (which allows the operator to remove his headset, and have both left and right headset channels amplified on a speaker)

Call Centres are normally at best only equipped with a single channel monitor speaker.
 

Blocked & Unblocked Switches

In an Emergency Control system, any operator must be able, at the touch of a single button, to access any and every circuit on the system, whether that circuit is in use or not, and this is termed as “totally unblocked” - i.e. access is not blocked by the circuit’s “busy” status.   This is the only way operators can efficiently work together during a serious crisis or disaster.   Put another way, the system has to be able to allow an outside party to quickly conference in to a busy circuit without the permission of the two or more parties who are currently communicating on the circuit.

The totally unblocked switch facility is normally only available on Communication Control systems - Call Centre switches usually do not have this facility, or in cases where this facility is available, it is only available on a limited number of circuits.

In the case of the Micromation ADS system, up to 32 agents or operators can select the same circuit at the touch of a single button.  An extension of this feature is that the operators in a Communication Control System can conference up to 32 parties simultaneously.
 

Conferencing & Patching

The ability of any Emergency Control Centre Operator to conference or patch is absolutely essential.   One of the known limitations of analogue control centres was their inability to conference or patch more than 8 parties together, a limitation which has been overcome by the use of Micromation’s fully digital equipment, which can accommodate 32 parties in a single conference.  However, there is very little use for conferencing or patching in conventional call centres, consequently the equipment in general has very limited conferencing or patching facilities.
 

Voice Recording

Most conventional multichannel voice recording system provide a select and playback facility via workstations over the LAN, and this is the usual methodology used in Call Centres.  The playback is accomplished by Voice Over I/P (VOIP), and the playback media are the workstations speakers.  This has the disadvantages that it increases Control Centre ambient noise, the playback is not available to anyone outside of the Control Centre (such as Management or a Service Provider) as conferencing is not possible, and two or more operators cannot listen to the same playback and discuss the recorded conversation.  Due to the interfacing ability of Communication Control Systems, playback can easily be done via the recorder’s 4 analogue playback channels and fed back into the Communication Control Centre as private wire signals, therefore available for conferencing or patching just like any other communication channel.
 

General Conclusion

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By nature an emergency control centre has to be far more reliable both technically and operationally than other switching services.  Operators and equipment have to be perfectly integrated so that, together they can provide the fastest and most efficient response.

Contrary to popular belief, the standard of such centres in South Africa today is often more developed than similar technology marketed in America.

However, local service providers still tend to handle each incident reported in their own way which can result in too few – sometimes too many – resources being brought to bear.

Confusion between different service providers working on the same incident can also occur.  To avoid this the only sensible solution is to establish centralised call taking via a 107 emergency reporting control centre where all the systems involved are fully integrated.

The primary functions of a 107 emergency control centre are designed to save lives, reduce the trauma suffered by individuals and / or communities and minimise damage to property.  Only by providing a reliable, simultaneous and flexible communications system between the caller, the emergency control centre and all the necessary service providers can this be achieved.

Entire metropolitan area
A 107 Centre should be capable of taking emergency calls from an entire metropolitan area 24 hours a day, 365 days a year.

The centre must be able to communicate the needs of all parties involved in every incident to relevant service providers located closest to the incident.  It is vital, then, for communication to be maintained with minimal downtime and maximum operator efficiency.

Such a system needs also to be expandable if it is to cater effectively for future requirements as the community it serves becomes increasingly accustomed to and reliant upon using it.

Total systems integration
Total system integration minimises the amount of equipment required at each operator’s workstation.  This vastly simplifies the operation procedures.

Fast, flexible communication is achieved via programmable, fully computer controlled digital switching systems.

Telepatching and radio patching are essential features.  Furthermore, multiple conferences of up to 32 parties can be accommodated.  Each and every operator or agent can set up 10 broadcast groups of 16 channels per group, and all the above facilities are integrated into the intercoms at all operator positions.

Reliability
Internal as well as external standby power systems are highly necessary and used throughout, including standby motor alternators, uninterruptable power supplies (UPSs), multiple battery charges and battery supplies.

Multiple independent communication paths are set up between Telkom and service providers.
Within the switching matrices ‘gradual degradation’ digital techniques are used.

The Micromation system has the capability to work with other Micromation system adjacent regions to offer backup if needed.  Communication paths use ring feeds and standby microwave links for maximum reliability.  The entire system has both independent IT as well as ISDN networking platform.

To avoid damage during storms and RF interface, the low power micrologic switching equipment is physically separated from the equipment containing radio transceivers.

Central call taking with remote despatching
 Total integration between the main telephone / radio switching systems and the call-taking and despatching systems is achieved via computer telephony ports.

Remote despatchers are not merely sent a computer page of captured data (which may be incorrect or incomplete), they have immediate patchable access to the caller for one-on-one verification of unclear details.

A caller is never placed ‘put on hold’, ‘transferred’ or ‘cut off’ from the operator at any time during the call – he or she is always ‘patched through’ or ‘conferenced’ so that the operator can remain in contact with the caller at all times.

If Telkom links are down, remote despatching stations can be configured to handle call-taking.

Automatic call identification
As they are received, all incoming calls are displayed on screen either in one 32-long queue or two 16-long queues.  However, at the touch of a key, any caller can be accessed irrespective of queue position.

The system includes automatic number identification (ANI), where the caller’s phone number is displayed on all consoles in a time-sequenced queue format.  The number is used by the system to look up all the caller’s details via the automatic location identification (ALI) database on the system and display these details on the operator’s call taking screen.

Voice recording is available to all operators for instantaneous playback of caller details or for conferencing with the service provider.

A user-friendly working environment
 Configurable to individual operators’ requirements, the switching console, multi-channel speaker and call-taking operations are simple and easily understood.

Use of acoustic wall panels, ceiling and carpeting male for the lowest possible levels of noise pollution in the emergency control centre, while compact, (working surface, instrument plane and monitor plane) keep the operators’ physical stress to a minimum.

To enhance visual comfort the VDU monitors are mounted behind non-glare, high contrast ultra violet (UV) attenuating glass.

Three sources of adjustable ceiling lighting are available: mounted direct fluorescent lighting, suspended indirect fluorescent lighting and incandescent down-lighters for optimum lighting under all conditions.

Where possible, use of natural light, trees, shrubs, plants and fountains are used  - also comfortable air conditioning and calming décor colour schemes – again, to reduce operator stress levels.

A recreation room with 24-hour food preparation facilities for the operators is recommended as an integral component of the operational setup.

Binaural headsets
It has been found that if an emergency centre operator has only a single telephone handset, or possibly a monaural headset, his or her actions are limited.

Binaural headsets, an important feature of the Micromation system, allow the user hands-free operation, caller / service provider audio separation and a ‘caller calming’ facility while call details are being captured.

This means that the operator is able to individually select different channels for each earpiece.  He / she is then able to monitor the caller’s progress while simultaneously calling on other service providers for assistance.

But, while a binaural headset allows both the caller and the service provider to hear the operator, the caller cannot hear the service provider unless the two have been ‘conferenced’ by the operator.

However, the operator can still hear that the operator is dealing with the incident and can communicate with the operator during the call-handling procedure.

This feature is vital because it allows the service provider complete freedom of speech while telling the operator how bad the incident is without shocking or frightening the caller.

Telkom exchange and cable route facilities
Telkom PSTN exchanges very seldom fail.  Most Telkom failures occur between the exchange and the emergency control centre due to excavations, storm damage and so on.

Because Telkom’s cable routes run radially from an exchange to subscribers it’s very difficult to run two cables to an emergency control centre via totally different routes.  Usually the only solution to this problem is a 4 x 2 Mbit microwave link.

An alternative can, at times, be the city council’s own telephony cabling, provided that this takes a totally different route to the Telkom cable route.

Voice switch reliability
In an emergency control centre CLOS (self-healing or gradual degradation) technology is used to overcome the possible effects of switch element failures.  This technology is significantly better than duplication or even triplication of matrices.

Other control centres in the vicinity with totally compatible switches and radio communications may also be used to re-route emergency Telkom telephone traffic.

Furthermore, there can be alternative, or standby, communication via radio between different centres.

Analogue dial lines are used for last-resort back up.

Data communication reliability
This is achieved via multiple switchpath technology such as Frame Relay and may also include alternative routing via city council data cabling or fibre optic links.

Data can also be re-routed by Telkom to other centres in the vicinity, providing they have totally compatible call-taking and despatching terminals and databases.

System architecture reliability
Overall, a system comprises two distinctly different sections: an ultra-reliable digital voice switch and an equally reliable data communication network.

Micromation’s system design integrates both concepts so that they are capable of acting as a single system while, at the same time, allowing the data network system to act as a standby for the voice switch.

In other words, the operator’s workstation may be equipped and programmed to fully interact with the voice switch central equipment so that failure of a single voice switch console causes little or no operator disruption.

Operator location
Structured wiring throughout the system (i.e. for telephony, radio and data transmission) means that terminals can be changed or swopped around in seconds.

If changing incident conditions call for it, operator positions can quickly be reconfigured according to speech as well as data capability.  Each system can draw upon 10,000 different telephony / radio / control configurations.

Power systems reliability
The switch contains its own 8-hour standby power supply.
The computer system is backed by an 8-hour UPS system.
The centre itself has a motor-alternator standby power plant.

Separation of radio frequency equipment
Equipment generating relatively high-powered RF is kept totally separate from the main central equipment room.  Communication between two rooms is by voice frequency telephone cables.

System patching and expansion capability
Full telepatching (telephone to radio) as well as full radio patching (radio to radio) can both be patched into the console intercom system.  If necessary, up to 32 parties can be patched.

Radio patching allows any receiving radio in the patching group to automatically transmit out on all other radios in the group.

On a per operator basis, ten broadcast groups of up to 16 parties per group are catered for.
The voice switching system allows for a fully flexible mix of up to 12,000 digital channels, or lines, or controls, or indications, or AutoDial numbers.  It has a maximum console capability 10, 000.

Agent reliability
Being pared down operationally to the basics, these totally integrated systems can be manned by personnel who may not be fully computer literate.  Wherever possible commands are confined to a ‘one-touch’ or ‘one-click’ activity.

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