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| MAY - JUNE 2010 |
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Welcome to the NEW! Customer Connection
In each issue of the NEW! PlantCML®, an EADS North America company, Customer Connection eNewsletter, we will provide you with information on our full-circle security and communications portfolio. Coming to you six times a year, each issue will provide the most current, relevant news and information regarding Call Center Applications, Land Mobile Radio and Notification Solutions and Services for our public safety, federal/DoD and corporate customers.
As the industry leader, we continue to evolve our technology and service portfolios to better serve you, our valued customers.
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Federal/DoD Spotlight: Travis Air Force Base
With more than 15,000 civilian and military personnel, Travis Air Force Base (AFB) hosts several major missions with national strategic importance. The Air Force's largest mobility organization operates here, comprising three wings, 56 large frame cargo and refueling aircraft, and the west coast aerial port terminal which supports the Pacific theater. Additionally, Travis AFB is home to the second largest military hospital, serving over 100,000 regional patients and handling aero medical evacuation from overseas. An Army and Navy contingency operates from this location as well.
Travis AFB uses The Communicator!® NXT™ system to recall, notify and activate senior leadership and response agencies during emergencies that would include natural disasters, aircraft accidents or unintentional or intentional release of hazardous materials. Leadership can direct personnel on base to "shelter in place" to avoid exposure or to limit traffic on streets within the installation. The effectiveness of The Communicator! NXT solution, commonly referred to as the Telephone Alert System, is demonstrated routinely during exercises which are conducted throughout the year. It is also used daily by on-base fire and police agencies, enabling them to recall response personnel in less than one minute – a task that would traditionally take several people hours to do, during a "full" personnel recall.
In addition to The Communicator! NXT, Travis AFB utilizes the JITC-certified call processing solution, VESTA® SL-100 and the automatic location identification (ALI) database solution, PEAbody™ within its command post. The command post consists of four call taking positions employing the digital system network (DSN)-based computer telephone integration (CTI) for command posts utilizing the exiting base telecommunications switching system. Coupled with the self-contained, server-based solution with enhanced private and public ALI for victim location database for DSN, commercial, base housing and cellular location information, the PEAbody solution integrates seamless with VESTA SL-100.
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What time is it?
It’s time to take the journey to NG911…
NextGen 9-1-1 is happening now! With the right systems in place, your PSAP can have the solutions and services designed to handle non-traditional forms of data, streamline emergency and administrative communications and reporting, expedite response time and ultimately, save lives.
Now's the time to invest in the future of your emergency operations center (EOC) with Next Generation call processing solutions, such as the Sentinel® Patriot® or VESTA® Pallas™ solutions. Our solutions continue to evolve as industry standards shift toward the Emergency Services IP Network (ESINet), the introduction of telematics and the increasing demand for Voice over Internet Protocol (VoIP).
Designed around a native IP core and software-driven architecture, and deployed using commercially available off-the-shelf hardware, our solutions continue to deliver.
We offer NextGen call processing solutions that facilitate call taking and dispatch processes for faster, more efficient response results. The VESTA® and Sentinel® call processing workstations offer intelligent and easy-to-use features. Our network agnostic interfaces and our flexible solution architecture ensure that our solution is designed for your environment and fits your challenges, each and every time. Enhanced call visualization capabilities are enabled by our adaptable and intuitive ORION™ family of mapping and CAD solutions. Our patented REVERSE 911® and industry-renowned The Communicator!® NXT™ emergency notification systems can provide you with easily configured solutions to meet your critical and routine communications needs. CORP25 is an open standards-based digital trunked radio system, which leverages the power of IP and the standards delivered by the Project 25 (P25) Working Group.
For more information on how your EOC should transition seamlessly to one of our NextGen call processing solutions, contact your local service provider or your PlantCML Regional Account Manager.
Network Agnostic... Here We Come!
PlantCML continues to demonstrate our commitment to the advancement of NG9-1-1 with our Next Generation Enablement Module™ (nGEM). In November 2009, PlantCML actively participated in the NENA’s first Industry Collaboration Event (ICE) with our Sentinel® Patriot® solution. We were able to process i3 calls from five different ESINet vendors. We are currently planning the next ICE which will concentrate on transitioning from the current legacy architecture to the i3 architecture.
More recently, we have proved and completed interoperability with a majority of the NG9-1-1 network providers with both our VESTA® Pallas™ and Sentinel® Patriot®. Over a Virtual Private Network, our nGEM application was able to process NG9-1-1 calls carrying both audio and embedded location, display the call’s location textually and on a map, add parties to the call using centralized conferencing facilities, and then transfer the call. To prove interoperability between PSAPs that have different call processing products, we answered an NG9-1-1 call first on a Sentinel Patriot workstation, added a VESTA Pallas call taker to the call, and completed the transfer to VESTA Pallas. We then successfully repeated the same scenario in the opposite direction. The ANI and ALI was provided instantly in each step through the process and the voice quality was excellent. We are currently halfway through the network agnostic test plan and no issues have been encountered.
nGEM is truly the enabler of the PlantCML Network Agnostic strategy. nGEM translates the complexities of NG9-1-1 SIP signaling from multiple vendors to “commercial” SIP that can be handled by a variety of SIP-capable telephony systems, such as Avaya/Nortel PBXs, our own Patriot, and soon Alcatel-Lucent switches. That strategy enables our customers to continue to enjoy choices in selecting the best call center and unified communications systems for their operations.
For more information on how we are becoming Network Agnostic, contact your PlantCML Regional Account Manager. Both our VESTA® Pallas™ and Sentinel® Patriot® call processing solutions were tested and we do not anticipate any major interoperability issues. For more information on how we are becoming Network Agnostic, contact your PlantCML Regional Account Manager.
The Aurora® Support Manager (ASM) is now available
The Aurora® Support Manager (ASM) website is now available to Aurora solution customers. It’s a great way for you to gain information on Aurora solution updates, trial software and Web-based training. Among the various items available on the site, you will be able to:
- See what’s new
- View and export license information
- Add and edit user information
- Enter and edit site information for each of your sites
- View and manage downloads
- View training videos
For more information on the ASM, contact your local service provider.
Information Management Key to any Emergency Operations Center
You know the importance of the call taking and dispatching operations to your community and first responders, and you understand how imperative it is that call data is monitored and managed. Our Information Management solution, Aurora®, allows this information to be made available on a 24-hour basis with a simple online user interface providing intuitive reporting options. The reporting capabilities and consolidation, coupled with cost reduction, will allow your emergency operations center (EOC) to provide timely and simplified decisions for regular and crisis management. You will be able to analyze data as it is received, generate alerts and identify trends as incidents develop allowing timely decision making for crisis management. The Aurora MIS solution automatically associates related events, simplifying incident reconstruction, organization, searching and archiving.
When looking for an advanced MIS solution for your next-generation EOC that provides near real-time detailed and summary reporting in a single, consolidated data resource allowing for a more effective call center management, consider the Aurora MIS solution.
Do you need Managed Services?
If you operate an EOC, you may be vulnerable to cyber attacks, network disruptions, worms, viruses and other malicious software issues. With a keen focus on system protection and reliability, we offer an unmatched suite of Managed Services to the critical emergency operations center. Operations gain direct and secure connectivity with the company's exclusive Service Management Center (SMC) while implementing Monitoring & Response and one or any combination of services including: Patch Management, Virus Protection and/or Disaster Recovery. Managed Services' customers maintain the highest level of system integrity possible, even as cyber attacks and system failures pose potentially fatal risks on a daily, if not hourly, basis. For detailed information on the various Managed Services offered, visit our website.
Grant Funding Expertise? Yes!
(We have it and we're here to help you!)
Say the word "grants" in most public safety arenas and everyone will nod. We've all heard about the millions in Department of Homeland Security (DHS) funds being doled out to key cities and locations. But what does a public agency do when their budget's been cut, their state funds have been raided and the public is clamoring for more and better services?
In addition to the DHS and Department of Justice money everyone knows about and competes for, there are other places to seek grant funding that simply aren't as well-publicized. Some of the money you may not know about comes from another alphabet soup of government sources.
You can greatly increase your odds of obtaining grant funding if you look for non-traditional funding sources and determine the best way to position yourself so that you're competing with fewer agencies. We also explain why it may be in your best interest to explore cross-agency collaboration as you begin the quest for grant funding.
These topics and many more are covered in a Grant Funding Supplement that PlantCML is sponsoring in APCO's Public Safety Communications and Law Officer magazines. The supplement will be available in a .pdf document as well as in printed form, and will be mailed to subscribers of these magazines. If you would like a copy of the Grant Funding Supplement, email marketing@plantcml-eads.com.
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DCC is Now PlantCML®, an EADS North America Company
On February 15, wholly-owned subsidiary, Dialogic Communications Corporation (DCC), officially became PlantCML®, an EADS North America company. All notification products, including The Communicator!® NXT™, GeoCast® Web™, REVERSE 911®, NetNotify™ and Frontwave®, are now part of PlantCML's full-circle security and communications portfolio, and are offered through our Notification Solutions and Services (NSS) business unit.
Rest assured, while DCC's name may have changed, the level of service and quality of solutions you have come to expect from us are steadfast. The Tennessee-based organization will remain fully intact, as will our customer relationships. We will continue to expertly and compassionately address the unique and oftentimes complex requirements of public safety, federal/DoD and corporate communications environments globally. Visit our website to learn more.
The Communicator!®NXT™ 4.1.1 Now Available!
The NSS Technical Support team is pleased to announce the availability of The Communicator!®NXT™ 4.1.1. No matter your current version, whether 2.1.3 or 4.0, this release offers added features and numerous enhancements. You can download documents outlining the expanded functionality through the NSS Technical Support website.
If you have an on-premise system, version 4.0, you may request the scheduling of your upgrade by filling out the form. Upon receipt of your completed form, a member of the NSS Technical Support team will follow up with suggested dates and additional information.
NEW! Self Registration Portal for GeoCast® Web™
PlantCML is excited to announce the availability of its Self Registration Portal (SRP) for the GeoCast® Web™ notification solution. This simple-to-access web tool allows local residents, students and other audiences to sign up to receive alerts issued by your operation, ultimately improving communications during all types of contingencies. Once implemented, the SRP's URL or quick link appears on your organization's home page, forwarding visitors to PlantCML's hosted portal. Here, they complete a short form with fields for address, email, telephone number(s), etc., easily enlisting to receive future notifications.
The SRP for GeoCast Web was field tested and proven successful by California's Pasadena Fire Department. When asked about the SRP, system administrator, James Weckerle, said, "We originally intended to create our own portal, but decided this one would be quicker to implement, more professional looking and very cost effective. Not to mention, its use eliminates any compatibility issues our notification solution continues to evolve."
Since the November release of the SRP for the REVERSE 911® emergency notification system, many users have already made plans to implement this powerful add-on. Now those utilizing GeoCast Web can experience the same benefits. To learn more, contact your account manager at 615.790.2882 or email marketing@plantcml-eads.com.
Technical Services Introduces "Chat"
The PlantCML Technical Services team is always looking for new ways to enhance the customer experience. Email has proven a great success, and many customers, namely those using our Notification Solutions and Services, visit the Technical Services website every day. We are now taking the next step by introducing "Chat" as yet another means for users of The Communicator! NXT and GeoCast Web to interact with a support representative.
Available Monday through Friday from 10:00 am to 3:00 pm CST, "Chat" will provide a qualified technician to answer your "How do I?" or "What is?" type questions. "Chat" is not intended for technical troubleshooting, nor should it be used as a substitute for formal product training, which is available through PlantCML's training.
You can start a Chat session today. Once at the site, review the guidelines, and click the link to launch the chat. You will be required to enter the following: Your Name, Your Company ID, Your Company Name, and Your Question. Click “Start Chat". A Technician will receive your request and then answer your questions. Please be aware some network security software will block this chat as IM/Messaging software. If you experience problems opening the chat window from our support page, you may need to submit an exception request to your IT department. Please contact PlantCML Technical Services through email or phone for the details if you experience this problem.
We hope you find this additional support offering beneficial and look forward to your feedback. As always, thank you for your continued support of PlantCML's solutions, services and people.
PlantCML University Now Offers REVERSE 911®
PlantCML offers a comprehensive training program for its public safety call center applications and notification solutions, including the newly-expanded offerings for the REVERSE 911 system. View the latest schedule for all products. For more information on our other training options, please contact us via email marketing@plantcml-eads.com.
NSS Technical Tip: We Want you to be Prepared!
Here are a few tried and true best practices from your NSS Technical Support team for ensuring your emergency notification solution is ready when you need it.
- Test, test, test. Develop procedures on a per-shift, daily and weekly basis. Don't limit the test to only those people who work with the system; do a full call-out at least once per month and evaluate the responses. Please don't wait until a real emergency happens to find out if your scenarios are, or are not, set up correctly.
- Educate your users so they know what to expect when the system contacts them, as well as how to respond. PlantCML marketing can provide materials to assist you in educating your audience. Email marketing@plantcml-eads.com.
- Complete recommended maintenance regularly. This is absolutely essential for optimal system performance. You can find related instructions on the support website.
- Remember the Support Department is your partner and trusted alliance in ensuring your system reaches its fullest communications potential. We are here to help you succeed.
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PlantCML Offers Land Mobile Radio
PlantCML gives you choice and control over your radio communications by bringing one of the first system-level P25-compliant digital trunked radio subsystems to the North American market. The CORP25 solution is an open, standards-based digital trunked radio system for local, countywide, statewide and federal public safety networks. The CORP25 solution leverages the power of IP and the standards developed by the Project 25 (P25) Working Group to remove traditional proprietary boundaries, freeing Public Safety Agencies to choose components from different vendors and technologies.
With our open, multi-vendor solution that can be configured for a wide variety of operational requirements, the CORP25 solution delivers the true choice for you with network interoperability, native IP design allowing flexibility and reliability, and future-proofing by allowing new functions that require software upgrades only.
The CORP25 solution has over 200 systems operational in 68 countries, including more than 30 nationwide systems. Visit our website for more information on how our CORP25 can help you.
Royal Canadian Mounted Police Rollout New P25 Radio System
Operating as EADS Defence & Security in Canada, the contract includes the rollout of a state of the art, open standard P25 IP-based digital public safety radio communication network and command and control centers that will expand across Ontario as the new Central Region Operation Communication System. The rollout is a multi-step approach with a number of phases. Phase 1 of the project will be spread out across a 360 km corridor in Ontario. The second and larger phase will extend the network to cover the entire province and replace the existing Central Region Operation Communication System.
"We are pleased to have been awarded this contract for the Royal Canadian Mounted Police," said Chuck Sackley, Vice President and General Manager for P25 radio network solutions. "Unlike other applications, the RCMP will not operate both trunking and conventional networks, but will fast track the new P25 system across the province. As the market adoption of P25 radio increases, our CORP25 solution will continue to demonstrate market leadership as have our hundreds of mission critical radio networks around the world."
As an IP-based, open-standard (Project P25) digital trunked solution, CORP25 allows P25 and non-P25 radios to operate together on one core architecture, providing operators full autonomy and control over the radio network. Visit our website to read the complete press release.
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PlantCML, an EADS North America company, is the industry’s leading provider of crisis communications and response technologies. We are the only provider able to provide end-to-end solutions including call processing, CAD, mapping, information management, P25 digital trunked radio systems, emergency notification solutions and managed services. See us in the news and at events near you!
Upcoming Trade Shows and Conferences
| CALL CENTER APPLICATIONS |
| May 11 - 13 |
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Niagara Falls, NY |
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NYS 911 Conference |
| May 17-19 |
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Lancaster, PA |
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Pennsylvania APCO |
| June 5-10 |
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Indianapolis, IN |
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NENA Annual Conference |
| Jun 23-25 |
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Wenatchee, WA |
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Washington APCO NENA |
NOTIFICATION SOLUTIONS AND SERVICES |
| May 11-13 |
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Las Vegas, NV |
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FMI |
| May 11-13 |
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Las Vegas, NV |
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CPM West |
| June 1-4 |
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Ocean City, MD |
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Maryland Emergency Management |
| June 22-23 |
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Atlantic City, NJ |
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New Jersey Police Expo |
| June 26-30 |
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Anaheim, CA |
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National Sheriff's Association Conference |
| July 16-20 |
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Reno, NV |
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National Assn of Counties |
| July 26 |
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Chicago, IL |
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Disaster Recovery and Business Continuity Forum |
LAND MOBILE RADIO |
| June 5-10 |
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Indianapolis, IN |
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NENA Annual Conference |
| June 23-25 |
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Wenatchee, WA |
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Washington APCO NENA |
| July 25-28 |
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Fort Worth, TX |
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Texas Sheriff's Conference |
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