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Dynamic Routing

E2E monitoring: emergency calls as a service
Secure management of emergency call routing scenarios, including real-time reporting
Priority helpdesk number for blue-light organisations: 0800 801 064

Possibility of monitored emergency call forwarding to the operations control centre.

With Dynamic Routing, E2E monitored emergency calls are forwarded to an operations control centre. Calls are allocated in accordance with the control centre’s technical and organisational availability and the efficient use of available resources.

Your expert

Ingo Klinger

Management Consultant

What is Dynamic Routing?

Dynamic Routing offers rescue and security authorities and organisations (BORS) a number of scenarios for the implementation of the relevant requirements:

  • Forwarding of emergency calls between blue-light organisations without information loss
  • Routing of emergency calls to the most suitable recipient in a given situation
  • manually by dispatcher
  • automatically in case of site failure
  • automatically in case of spillover (with options)
  • Special rules for plannable and non-plannable events

Requirements of blue-light organisations:

  • Shorter timeframe in which a non-plannable event can be regulated and implemented within the structures of the relevant blue-light organisation.
  • Handling and allocation of plannable events in accordance with defined criteria.
  • Efficient use of existing human and technical resources.
  • High availability: emergency calls must not be lost and must be answered.
  • Independence of existing infrastructure: Dynamic Routing must support existing systems (hard- and software) and open standardised interfaces.
  • It must be possible to capture, adapt and access rules via a graphic interface.

How Dynamic Routing meets basic requirements:

  • Scenario 1: Manual forwarding
    Call forwarding to other organisations by dispatcher if calls are misrouted.
  • Scenario 2: Site failure
    Defined routing if an operations control centre fails as a standard solution.
  • Scenario 3: Spillover due to overloading
    Defined handling of spillovers caused by overloading.
  • Scenario 4: Plannable events
    Scenarios that can be activated with optimised routing based on location information or other attributes.
  • Scenario 5: Non-plannable events
    Ad hoc routing interventions in order to manage a large number of emergency calls.

How you benefit

  • Monitoring and management of emergency calls in accordance with the technical and organisational availability of the operations control centre.
  • More efficient use of available resources within the canton or jointly in collaboration with other cantons.
  • Spillover function if personnel are overloaded for call forwarding or parallel calls to several alternative numbers.
  • Fewer false calls to 118 thanks to the announcement: “You have dialled an emergency number.”
  • Response to major incidents through direction of emergency calls to alternative emergency numbers (GUI) and proactive call information via announcement function.
  • Real-time reporting through automatic e-mail if a defined scenario is triggered.