Computer-Aided Call Handling

The Call Handler Module is the primary tool used by operators to handle calls for service.

It displays protocol and pre-arrival questions in a structured manner that follows Total Response’s call-taking formula in order to deliver greater call-taking consistency, enhanced awareness for victim and responder safety, improved opportunity for evidence preservation and liability risk mitigation.

To the right of the main screen alerts or messages to the user can be triggered to appear warning them of critical actions to take when certain scene conditions are believed to exist. Also on the right, is an area of the screen where documents such as S.O.P.s can be dynamically appear in response to user input. In the lower area of the display, a list of active calls being handled by other operators allows any user to v monitor the content of these records in real time.

Protocols are presented to users via the Call Handler Module; this single display is all that is required when handling calls. Operators are not required to switch between separate protocol sets relating to Emergency Medical Dispatch, Law Enforcement Dispatch or Fire Service Dispatch. A single protocol is capable of recommending the dispatch of multiple service types and accessing any type of pre-arrival advice relevant to the incident the caller is reporting.

The Knowledgebase Library allows the user to reference and view documents via a browser tool within the Call Handler Module.

Stored locally by the user agency, these documents can be brought into view as the direct result of inputs made to a call handling protocol or a search initiated by a user. The feature provides the opportunity for information such as local S.O.Ps to be associated with call handling protocols in a manner that makes the information they contain quickly accessible.

Using the Script Builder Module, existing Knowledgebase content can be easily updated or new material added by the agency. The browser tool that displays the content can support pdf, html and image files.

To receive regular Content Updates, a valid annual maintenance agreement is required. Updates are distributed electronically.

Regular, continuous assessment is a vitally important process to ensure the successful implementation and ongoing benefit of Total Response.

The CACH Standard Assessor Module allows the user to select call records against pre-defined criteria. The system then selects the appropriate records and displays them in a sequential order. In conjunction with audio recordings, the auditor may confirm checks against the call record to produce a score or rating that establishes a measure of how effectively a call was managed in relation to expected standards.

The score is generated via the completion of assessment templates, with each one focused on a specific aspect of the call:

• Caller number and location verification
• Telecommunicator Communication Skills
• Pre-Dispatch (Primary) Questions
• Dispatch Recommenation
• Post Dispatch (Secondary) Questions
• Pre-Arrival Advice
• Script Relevance to the Call

Each template can be configured to reflect its significance or weight within the overall assessment outcome to suit agency requirements. As an assessment is completed, comparison with these weights occurs in real-time and over time performance trends can be viewed using the report generator.

The CACH Lite Assessor Tool utilizes an Excel workbook that contains a series of linked worksheets that provide assessment templates, linked to protocol content and reports. Using this tool the user can build a database of assessments in order to view performance over time and compare trends relating to parameters such as script usage by time of day, operator and Chief Complaint.

Using the Supervisor Module, the call center supervisor may monitor live calls and the telecommunicators handling them. With the ability to view live call logs in real time, or the screens of individual operators as they handle calls, the supervisor has the ability to proactively alert users with questions or comments they may have.

The Supervisor Module provides access to a range of reports and the ability to configure the Security Alert Indicator. Using the indicator, pre-configured changes to protocols or procedures designed to help the call center react to short term operational contingencies can quickly be brought into operation. After the event, these contingencies can be turned enabling regular operations to resume.

Total Response CACH is supplied with a comprehensive database of protocol and procedure scripts, that have been developed over many years.

With CACH there is no need to maintain separate silos of protocols for different agency types, we believe an effective protocol system should support the determination of required service based upon the information gathered from the caller, not its prior designation as a Fire, Police or Medical protocol.

We also maintain that protocol use is inevitably going to be influenced by local nuance and that a nationally defined approach may not be practical to reflect these needs. With the CACH Script Builder agencies can benefit from access to a proven protocol framework which can be configured to reflect localized need.

Using the Script Builder it is possible to:

• Update dispatch recommendation priorities to meet local initiatives.
• Automatically make operators aware of local S.O.P.s when specific scene conditions are noted to exist.
• Create protocol versions that can be activated immediately when short term operation demands occur, such as a major weather emergency or mass casualty event.

The CACH Script Builder is a powerful tool that unlocks many perceived concerns users have with a more ridged methodology.

The CACH Administrator Module as its name suggests, provides a range of options to configure the features such as;

• The general appearance of the Call Handler user interface.
• Define priority acuity levels used in the Response Advisor.
• Manage user credentials to control module access.
• Configure parameters needed by the various plugin modules.

CACH can be used in conjunction with a range of plugin modules to enhance its functonality, the most common of which is the CAD interface module.

Currently there are over 30 CAD vendors who have added CACH connectivity to their systems. As part of this process, we provide an interface package that contains sample code and simulator tools to assist in the development process. When the interface is ready for testing, we offer remote access to a fully functioning installation of CACH via the web, together with the assistance of one of out technical support team. The intention being to ensure that the interface is able to meet customer expectations before delivery on site.

Besides CAD integration, we are also able to offer an ANI/ALI interface to process data spills from a telephony system when a call is answered, that automatically populates the Initial Survey with caller information. Our Geo-Validation plugin automatically validates location information and our Voice Recorder plugin enables users to automatically access the call recording of CACH call records as they are being reviewed via the Assessor Module.

Installing a protocol system doesn't guarantee that calls will always be handled consistently, there will always be a need for ongoing assessment and training. If a CACH users want to practice or become more familiar using a particular protocol or procedure away from a formal training session, the Call handler Module allows users to toggle between a live and training environment.

In training mode, users can use the system and explore its functions without triggering events to third party applications such as CAD, or create erroneous records in the CACH database.  For more formal training, the entire install can be quickly and easily configured to point to a training database.

Access to reports is configured within the Administrator Module, where it is possible to define how users can use each one. A collection of reports is provided with each CACH installation and if you have a specific need for additional ones, we'll be happy to assist you. Our reports are generated using Crystal Reports, so if preferred agencies familiar with this program are freely able to create their own.

CACH has a unique approach to supporting multiple languages.

Within a single installation it is possible to operate CACH simultaneously with different languages. For example, your agency serves a community where a significant proportion of the population speak Spanish and although many of your telecommunicators are fluent in both English and Spanish you want to ensure the same level of call handling consistency is offered to everyone calling for assistance.

At each CACH workstation users are able to designate a primary and secondary language when they use the Call Handler Module. With the primary language set to English, all the screen control and button labels will be displayed in the primary language, as will the protocol questions and answers. But, if the user hovers their cursor over screen text, a translation will appear in the selected secondary language.

It is also possible to install and use more than one secondary language pack at a single site. Yes, we really do have a customer who uses CACH translated into Kanji.

We understand that in public safety situations can occur that will stretch resources normally available, that is why CACH Standard is licensed on a concurrent use basis.

When you buy the system, it is only necessary to purchase the quantity of licenses to meet your regular operational needs. However, you are free to install the software on as many workstations as you wish to ensure maximum flexibility to access the system.

In the event an operational need occurs and you need more call handlers working than normal, or you need to relocate to a different room or building - no problem. If this occurs, the last thing you need is for the system to cease functioning because a limit has been reached!

Launch more instances of CACH than you have licenses for and you will get an on screen message to remind you what's happened, but once acknowledged the system will function as expected. Inside the system a tracking file tracks usage that we check during maintenance updates. If it is evident that these situations are infrequent and clearly a response to an operational contingency, that is what the system is designed to do. If however, the frequency is a regular occurrence, we hope you will recognize it may be time to review your licensing needs.

CACH has been designed to ensure that in the event connectivity between a workstation and the central server is lost, the Call Handler Module will continue to function and enable telecommunicators to finish handling calls in progress or initiate new call records. Once the connection to the server is restored, any data records initiated or completed during the outage will be replicated to the server database to ensure your archive records are complete.