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Audiolog in Action in Guilford, NC

 

Guilford Metro 9-1-1 in Greensboro, NC is using Verint System’s Audiolog call recording, retrieval and quality assurance solutions. The call center manages nearly 900,000 telephone transactions annually, and it is the first point of contact for law enforcement, fire service, EMS and other public safety agencies serving the city of Greensboro and Guilford County.

Guilford Metro 9-1-1 is using the Audiolog software to record critical audio inputs across two different recording servers for increased redundancy. Specifically, the city / county’s 18 E9-1-1 trunks and certain 10 digit lines are recorded on one server, while individual workstation / console phone positions are recorded on another. This allows Guilford Metro 9-1-1 staff to capture the critical recorded audio that occurs to a call-taker picking up the call. Both servers are Raid 5 storage systems, which eliminate the need for removable archive media.

For radio communications, Guilford Metro 9-1-1 operates a 28 channel, 800MHz trunked radio system. Audiolog is integrated with the trunked radio system so that it can record all “over the air” frequencies. This helps ensure that all transmissions are recorded and indexed for search and retrieval with the talk-group ID information, as well as the radio ID information. This design allows Guilford Metro 9-1-1 to capture hundreds of talk-groups, which are vital for accurate event reconstruction.

After the fact, Guilford Metro 9-1-1 uses Audiolog for quality assurance and quality improvement. It does this by having supervisors review and evaluate recorded phone conversations and radio transmissions and then share their analyses with call-takers. Guilford Metro 9-1-1 also uses Audiolog to search for and retrieve 9-1-1 calls and radio transmissions to help first responders to conduct operational post-mortems.

“Audiolog has proven to be a robust system,” said Craig Whittington, 9-1-1 and special projects coordinator at Guilford Metro and first vice president serving on the Executive Board of NENA, the National Emergency Number Association. “Having a reliable recording system is critical for us to effectively serve the nearly half-million residents of Greensboro and Guilford County and helps us to support the first responder agencies during emergency and non-emergency situations.”

Published in Law and Order, Apr 2009

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