PowerPhone Awarded Second U.S. Patent for Emergency Call Handling

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New Protocol Builder technology offers public safety agencies unprecedented insight into 911 call taking protocols.

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“Emergency dispatch protocols are not one size fits all.”

PowerPhone, Inc., a global leader in emergency communications solutions announced today that the United States Patent and Trademark Office has awarded the company patent number 7,646,858 entitled “Protocol Builder for a Call Handling System.”

This patent is the second issued to PowerPhone in the last twelve months. The first, patent number 7,515,693 was awarded in April 2009 for “Call Handler Systems and Methods.” The embodiment of both patents is PowerPhone’s Total Response® Computer Aided Call Handling (CACH®) software, a tool to provide 911 operators integrated police, fire and EMS call taking protocols and pre-arrival instructions for a broad range of emergency call types including domestic violence, active shootings, chest pains and rescues.

“The issuance of the Protocol Builder patent is a milestone not just for PowerPhone, but for public safety agencies worldwide,” said Chris Salafia, CEO of PowerPhone. “Emergency dispatch protocols are not 'one size fits all.' The Protocol Builder is a critical tool that ensures an agency’s 911 call handling system is performing based upon local operating procedures and conditions. By tailoring the content to local requirements, the system will simply perform better.”

When incorporated with Total Response Computer Aided Call Handling, the Protocol Builder allows agencies the ability to not only modify existing emergency call handling protocols, but also to create new, locally defined scripts from the ground up.

“The possibilities are endless,” said Salafia. “From adjusting domestic violence protocols to meet a specific state statute to creating non-emergency scripts to ensure optimum customer service, the Protocol Builder technology empowers our clients to take more control and ensure greater consistency in their overall call taking strategy.

The Protocol Builder also includes a Security Alert Monitor whereby agencies can quickly adjust the content of their protocols dynamically based upon changes in local conditions. For example, if the local, state or national homeland security alert level increases, Total Response can automatically adjust its protocols to reflect the change in operating standards. This could include different lines of questioning, abridged pre-arrival instructions, and modifications to computer aided dispatch (CAD) response recommendations.

“In today’s heightened security environment, pre-incident planning is crucial to mitigating risk,” said Salafia. “By incorporating protocol flexibility within their plan, communities will be able to quickly adapt in times of heightened risk. Whether it’s a natural disaster, sporting event or visiting dignitary, Total Response will ensure the call is handled as appropriately as the response.”

Total Response is a core component behind One Number… One Protocol®, PowerPhone’s initiative to bring greater consistency and simplicity to public safety call handling.


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