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David Sims - TMCnet CRM Alert Columnist[March 23, 2005]

Intrado and TCI to Address 9-1-1

By David Sims, TMCnet CRM Alert Columnist

Longmont, Colo.-based Intrado Inc., a provider of integrated data and telecommunications solutions, and Tel Control, Inc., a provider of next generation call center technology, have announced plans to integrate TCI’s advanced public safety answering point call center technology into the Intrado Intelligent Emergency Network, an emergency communications architecture for the nation’s public safety needs.

The alliance brings together TCI’s patented iPSAP solution, a fully-integrated, Voice over IP 9-1-1 call center technology, with the Intelligent Emergency Network, Intrado’s next generation 9-1-1 infrastructure and services suite.

The product will enable more effective communications between PSAPs, emergency management officials and government agencies during times of crisis by facilitating interagency communication and providing emergency call takers and first responders with access to additional information sources to better respond to emergency 9-1-1 calls.

This integrated solution will allow public safety officials at all levels of government to support emerging technologies like VoIP and accommodate today’s demands for secure access to new data sources. For example, the solution will allow a PSAP dispatcher to receive a video clip of a roadside accident; ensuring responders have appropriate tools when they arrive at the scene.

The solution also increases the 9-1-1 network’s ability to respond to future communication technology changes without compromising the 9-1-1 network’s critical requirements for security and redundancy. TCI will also work with Intrado to develop technology for public safety agencies that supports new communications and messaging capabilities enabled through the Intelligent Emergency Network architecture.

Last December Intrado announced a 9-1-1 Services contract with KMC Telecom, the largest privately held, nationwide telecommunications company in the United States where Intrado would provide 9-1-1 data management services to KMC.

The service includes automated data exchange, Master Street Address Guide management, data validation of all service orders, error resolution and a metrics package to help KMC measure overall data integrity.

And last October Vonage partnered with Intrado to complete a VoIP E9-1-1 trial in the state of Rhode Island which was able to deliver both caller’s location and call back number to 9-1-1 emergency services personnel for 9-1-1 calls placed using Vonage broadband phone service.

9-1-1 compliance is becoming a highly sensitive issue, as this week the Texas Attorney General’s office has announced a lawsuit against Vonage for failing to properly inform customers that its 9-1-1 service does not work like standard fixed-line 9-1-1.

The lawsuit was filed after Houston resident Joyce John was upstairs at home after school one day when suddenly she heard gunshots and her parents screaming. Her mother, faced with two armed robbers, yelled for the 17-year-old to dial 911.

John's parents were both bleeding from gunshot wounds and Vonage placed her call to an answering machine which instructed her to use another phone for the call. It took a frantic 10 minutes after the robbers fled the home for her to reach another phone – at a neighbor's house.

David Sims is contributing editor and CRM Alert columnist for TMCnet.

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