Call Handling Equipment Services

The Vendor is required to provide to design, furnish, install, and maintain a state-of-the-art shared ng 911 i3 compliant call handling system.
- Provides emergency dispatch services to the approximately 857,000 residents of County. On average, our dispatchers answer 1800 emergency and non-emergency calls per day.
- The all-inclusive turnkey solution must contain the call processing hardware, software, workstations, servers, related peripheral components, accessories, and other required materials.
- Automatic Location Information (ALI) database service including network access are provided by Comtech via the NG911 network.
- must account for daily activity associated with busy call/dispatch centers as there are limited measures available to accommodate implementation activities.
- All major components proposed in the system shall be fully redundant allowing for full geographical diversification without requiring duplicating systems.
-  The system shall be either a cloud-based environment or, as a Geo-diverse deployment without introducing the possibility of having a single point of failure to interrupt call processing.
- system shall support a distributed architecture and allow for flexible rules-based call routing possibly using gateways in different locations, including automated fail-over in case a gateway is temporarily unavailable.
- System shall include local survivability to ensure the agency remains operational in the event network connectivity is lost to the Geo-diverse switch.
- The system shall include an integrated “soft switch” with automated call distribution (ACD) and auto attendant capability.
- The system can be deployed in a hosted and/or shared and/or cloud environment allowing for the allocation of logical system resources on a per site basis.
- The system shall be provisioned in a manner to ensure continuance of 911 call delivery and processing in the event connectivity to the NG 911 i3 core services ESInet is interrupted. 
- System shall be expandable to accommodate future growth from current capacity.
- The system shall support the deployment of remote centers and call taking positions over an IP network.
- The system shall support the installation and use of legacy agency analog and digital services.
- The system shall support the creation of multiple agencies in the system allowing the allocation of lines, agent’s roles, phone groups, screen layouts, analytics, and administration on a per agency basis.
- Abandoned calls shall be automatically called back, providing the caller with an option to connect to a call taker. Abandoned calls shall not be presented to any call taker during the automatic callback process.
- Ability to generate and print incorrect ALI reports.
- The system shall be capable of assigning multiple roles to an agent. The agent shall have the ability to dynamically change their role without logging out of the system.
- The system shall be capable of providing raw call detail information (CDR) via a communications or network port.
- The system shall be capable of providing raw call detail information (CDR) to the PEMA provided NG911 MIS.
- The solution shall conform to the applicable NENA i3 standards.
- The system shall provide an upgrade path to emerging and new NG911 i3 capabilities utilizing component upgrades if required, instead of hardware replacement.
- The system shall be capable of providing portable operator answering positions using a high-speed
IP connection to remotely access the Central Communications Platform. Remote consoles shall be based on laptop computers.
- The system architecture shall permit maintenance and software update activities without adversely affecting the ability to process 911 calls.
- The dedicated Text-to-911 call processing window shall provide for grouping of preprogrammed messages into logical call-type categories.
- The dedicated Text-to-911 call processing window shall provide the means to add and edit pre-programmed messages and message groups.
- The system shall feature a Text-to-911 calls window which lists the text calls in queue and those being processed. The data in each window shall include date, time, queue, CPN, initial text message, location, call state and the current agent.
- The console shall provide the ability to program an automated Text-to-911 call greeting, and a Text-to-911 call disconnect message string.
- The system shall allow for the answering of Text-to-911 calls via ACD queue or ring group.
- The system shall provide the ability to initiate a Text-to-911 conversation with a caller.
- Text-to-911 conversations shall have the ability to be transferred to other agents on the system.
- Text-to-911 conversations shall have the ability to be transferred to other Agencies that are suitably equipped and provisioned.
- Text-to-911 call processing shall support NENA i3 logging specifications.
- The console shall support the use of the keyboard and pre-programmed configurable Text messages.
- The console shall support returning a voice call when appropriate.
- The console shall support displaying available ALI.
- The console shall maintain the call dialog until disconnected by the agent.
- The call history shall remain available for subsequent sessions by the same caller for a predefined period i.e. 60 minutes
- The system shall support receiving multimedia or MMS messages. This feature shall have the ability to blur the content at the dispatcher’s discretion.
- The system shall support sending multimedia content to CAD.
- The Text-to-911 conversation shall be sent to the system MIS reporting package for reporting and printing along with the system’s voice calls.
- The system shall be capable of setting limits on the number of simultaneous sessions per agent.
- Processing of SMS/MMS/RCS (Text-to-911) calls shall be performed in accordance with NENA i3 compliant communications protocols from the Text Control Center (TCC).
- The system shall integrate with PEMA’s NG911 provider to ensure SMS delivery via the same infrastructure.
- The workstation user interface shall process Text-to-911 calls in the same manner as voice and TTY/TDD calls and feature an integrated Text-to-911 call taking window.
- The dedicated Text-to-911 call processing window shall be available to display Text Conversations and clearly delineate between received and transmitted messages.
- The dedicated Text-to-911 call processing window shall permit multiple calls simultaneously.
- The dedicated Text-to-911 call processing window shall feature pre-programmed messages for users to provide one-click responses to common messages.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: July 08, 2025