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If you can believe it, we're halfway through 2010.
I can tell you that it has been an extremely busy first half of the year for us here at PlantCML. We are working hard to ensure that the evolution of our solutions is continuing to meet the needs of our public safety, federal and corporate customers. Our newest concept of Full-Circle Security and Communications presents an interesting dynamic. On one side of the circle, we want to ensure that our current solutions are meeting your expectations. Moving further around the circle, we are evolving to integrate our emergency call processing, notification and land mobile radio solutions in order to lead the industry toward fully interoperable IP-based solutions.
Our goal is to continue providing full-featured, cost effective solutions right for today and ready for tomorrow. From a corporate stand point, we are continuing with the evolution of the PlantCML brand to reflect PlantCML®, an EADS North America company. Previously known as Dialogic Communications Corporation (DCC), our Notification Solutions and Services division has been operating under the PlantCML name for almost six months. Additionally, EADS Secure Networks operates as PlantCML promoting our CORP25 digital trunked radio system.
A lot has happened. As you will read in the articles in this, our second issue of the PlantCML Customer Connection eNewsletter, our three business units are keeping busy, working together to assist you and your emergency communications’ needs. 
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Tami Timperio
Vice President, Marketing |
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Starbucks Coffee Company
Did you know that some of the most known corporate organizations in the world are PlantCML customers? Our notification solutions and services provide business continuity for many vertical industries, including Starbucks Coffee Company, the world’s leading retailer, roaster and brand of specialty coffee. Starbucks has 150,000+ partners (employees) in more than 11,000 locations throughout 44 countries. To solve the communications challenges created by their expansive, dispersed workforce, Starbucks turned to us for emergency notification technology in late 2002. Today, the Communicator!® NXT™ solution is a vital component of the company’s business continuity and emergency response initiatives.
Benefits of its use include streamlined communications enterprise-wide and improved employee accountability, allowing the company to know their partners are safe and okay in a contingency. Starbucks also relies on the Bulletin Board option, known as the “Bean Line”, to effortlessly share operational information across stores daily. Visit our website to learn more about our solutions for this key market.
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Stop by our booth at APCO!
Houston, TX, August 1 – 4
Our booth (#1011) at APCO 2010 will offer solutions for today’s emergency call centers including live demonstrations of call processing applications, emergency notification and P25 land mobile radio. You’ll also see the Future in Action as we preview the comprehensive end-to-end LTE/P25 solution we are developing with Alcatel-Lucent, as well as the future in control rooms, operations management, mobile video and identity verification applications. Visitors to our booth will gain an increased understanding of why our comprehensive full-circle security and communications portfolio is the future of public safety. And two will come away with a new iPad as well - so be sure to stop by and enter for your chance at this giveaway!
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It Starts With Sharing Solutions: PlantCML Strategic Advisory Council Members Meet
Earlier this year, 13 customers were identified to sit on our Strategic Advisory Council to work alongside PlantCML representatives in meeting public safety requirements with NG9-1-1 products, land mobile radio and notifications solutions, training options, managed services, technical support and many more initiatives. By sharing ideas and solutions, and most importantly receiving feedback directly, we will be able to progress more effectively toward improved mission critical solutions. For the first time, the Council members will meet at our headquarters in Temecula, CA, in mid-July to discuss various topics relating to their emergency call centers and the industry. These Council members represent our customer base. They embody all size call centers in every region of the United States. They represent you.
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PlantCML Featured on CNN Headline News’ Inside Business Report
CNN Headline News’ Inside Business Report, hosted by Fred Thompson, is currently featuring the journey of PlantCML’s mission critical technologies used in public safety yesterday, today and into the future. The segment is airing this summer in a variety of U.S. markets, as well as on CNN Headline News nationally. Filmed on location, we would like to send a special thank you to Martin County Sheriff’s Office in Florida for allowing us into their emergency call center to capture a premier public safety operation in action. If you are unable to view the series on CNN Headline News, check out the video segment on our website.
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PlantCML COO Darrin J. Reilly awards Dispatcher of the Year Award at NENA 2010 National Conference
On June 6th, PlantCML was proud to award Monique Patino of the Los Angeles Sheriff’s Department, the Dispatcher of the Year Award at the recent NENA National Conference in Indianapolis, Ind. Monique is a senior dispatcher who received a 9-1-1 call from a nine-year-old boy regarding a home invasion. The story received national media attention on ABC-TV and other outlets for the bravery exhibited by the boy in knowing how to call 9-1-1, in addition to Monique’s professional handling of the situation. PlantCML has for many years worked closely with the 9-1-1 for Kids organization in supporting their mission to educate children on this vital knowledge.
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Look to PlantCML for Advanced IP Deployments
PlantCML offers advanced IP deployment capabilities that take into consideration the many factors that comprise a critical decision on emergency communications platforms. Let us show you how greater implementation choices based on IP and open systems interoperability can add value to emergency call center operations and enhance your capabilities today while the industry continues to take shape in preparation for NG9-1-1. Our next generation solutions offer an IP-centric architecture that supports evolving critical communications capabilities, with a network agnostic i3 approach that provides emergency call center customers with a safe and prudent way to achieve advanced, secure interconnectivity today, with built-in investment protection ready to support the capabilities of tomorrow. Our proven geo-diverse and redundant NG9-1-1 deployments can handle your backup, overflow, and disaster recovery requirements, with flexibility tailored to the unique needs of your agency. Contact your local service provider or your PlantCML CCA Regional Account Manager to learn more.
Aurora® 1.2 and Sentinel® Patriot® 3.0 Service Pack 7 Now Available
The Sentinel® Patriot® IP call processing solution now supports Aurora, PlantCML’s next generation management information system (MIS). Together, these integrated applications provide a rich NG9-1-1 experience for emergency call centers seeking advanced critical communications capabilities for up to 100 answering positions, including automatic call distribution (ACD), geo-diversity and redundancy. The Aurora solution now provides:
- Support for the Sentinel Patriot solution - 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.
- ACD Integration - The Aurora solution integrates with ACD systems, providing additional information concerning call events and distribution queues.
- Enhanced Scenario Management - You can manually associate and disassociate related events as part of a “scenario” and run a Scenario Overview Report of the events that comprise the scenario.
- Overflow Count by Queue and Console Report - This new report provides the total number of incoming calls per queue path, from the originating queue to the answering console, with additional details on the queue overflow when applicable.
The Sentinel Patriot solution includes these additional features:
- Improved Barge-in call pickup functionality
- Enhancements for ACD queues and lines
- Configuration usability enhancements
- Support for the Bell Wireless ALI protocol
Visit our website to find out what else the Aurora and Sentinel Patriot solutions can do for your call center.
ORION® ARIES® 4.0 Service Pack 1 Recently Released
ORION® ARIES®, PlantCML’s map-centric, incident-based computer-aided dispatch (CAD) solution, now features a map data import (MDI) Service, ARIES Offline Incident Recovery, ProQA Certified for Police/Fire/EMS, XML File Export, Unit Status Activity Report, and many additional features and capabilities.
Visit our website to find out what other features the ORION ARIES solution has to offer your call center.
PlantCML is Moving Forward toward NG9-1-1
We’re taking the necessary steps to ensure our solutions are moving toward NG9-1-1. The retirement of legacy products allows resources to be used more efficiently in the progression of NG9-1-1 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). The introduction of PlantCML’s complete end-to-end digital and IP systems, such as with the VESTA and Sentinel call processing solutions has led to the decline in the demand for our legacy solutions.
For more information on how your call center should transition seamlessly to one of our NextGen call processing solutions, contact your local service provider or your PlantCML CCA Regional Account Manager.
PlantCML NG9-1-1 Solution is First in Service on ESInet for Washington State’s 9-1-1 Centers
Together with the state of Washington, PlantCML is providing interoperability with a NG9-1-1 network provider using the VESTA® CS call processing platform. “It’s a great accomplishment for the Washington state E9-1-1 Program to lead the way in transitioning to NG9-1-1 within the 39 counties handling emergency calls for their respective jurisdictions,” said Jim Barber, communication manager for Benton County’s Southeast Communications Center (SECOMM) in Richland, Wash. Visit our website to read the complete article.
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Transylvania County 9-1-1 Center Now Equipped with our NG9-1-1 Solutions
To increase the efficiency and effectiveness of emergency response efforts in the community, Transylvania County 9-1-1 Center in North Carolina recently upgraded their call processing solution with the IP-enabled, NG9-1-1 call processing solution, Sentinel Patriot, “We were looking for a next generation 9-1-1, geo-diverse system for use in our primary call center, a backup center and for use as a satellite backup for our mobile command vehicle. Our decision to switch suppliers and go with PlantCML was clear once we saw what [the] Sentinel Patriot [solution] can do for our centers,” said Kevin Shook, communications manager, Transylvania County 9-1-1 Center. Visit our website to read the complete article.
Shawnee County 9-1-1 Moves Forward with our NG9-1-1 Call Processing Solution, Sentinel® Patriot®
PlantCML recently completed the installation of its NG9-1-1 call processing solution, Sentinel Patriot, into the Shawnee County Emergency Communications Center (SCECC) in Topeka, Kansas. “The installation of [the] Sentinel Patriot [solution] prepares our call center for NG9-1-1 by simplifying the process of answering a 9-1-1 call and dispatching it to one of the 13 first responding agencies we work with, including law enforcement, fire and EMT services,” said Lance Royer, captain, Communications Division, SCECC. “Our agency handles all the 9-1-1 calls received in Shawnee County and coordinates emergency communications during disasters and other critical situations.” Visit our website to read the complete article.
NG9-1-1 Webinar Series
PlantCML is holding Webinars throughout the summer months covering topics from NG9-1-1 Mapping and MIS to securing your emergency call center. Look for your eVite in the coming weeks!
- July: NG9-1-1 Mapping
- August: NG9-1-1 Management Information System (MIS)
- September: Securing the NG9-1-1 Emergency Call Center
PlantCML Welcomes Two New Call Center Application Regional Account Managers
Jay Westmark, regional account manager, Call Center Application, currently serves PSAPs in Florida and Georgia, effective June 1. With over 20 years experience in technology sales, marketing and business development, Jay’s most recent experience was in the public safety emergency communications industry as a Senior Account Executive. Jay’s knowledge of the 9-1-1 industry and ambition to work closely with city, county and state governments to ensure the continuous progression of 9-1-1 technology is invaluable.
Steve Fullerton, regional account manager, Call Center Applications, is serving PSAPs in Colorado, Montana and Wyoming, effective June 14. Steve has over 26 years of telecommunications experience, including military communications, enterprise and residential markets as well as public safety. With more than 9 years experience in the public safety industry, Steve possesses an advanced knowledge of the industry, PSAP operations and evolution of NG9-1-1.
PlantCML deploys NG9-1-1 VESTA Call Processing Solution at Brooke Army Medical Center
PlantCML recently deployment its NG9-1-1 VESTA call processing solution at Brooke Army Medical Center (BAMC), Texas, the north campus of San Antonio Military Medical Center (SAMMC), located at the U.S. Army’s Fort Sam Houston. “We are proud to provide next generation emergency call processing solutions to Brooke Army Medical Center,” said John Wherry, director of federal sales for PlantCML. Visit our website to read the complete article.
PlantCML Fulfills Emergency Management Recommendations for Military Installations
With the release of the Report of the DoD Independent Review, Protecting the Force: Lessons from Fort Hood, global Service sites were charged with developing and implementing an Installation Emergency Management program by January 13, 2011, and January 13, 2014, respectively. To effectively do so, gaps identified in critical communications processes must be filled. Important discussion points, resulting in formal recommendations, include:
- Rapid communications, particularly at major communication nodes such as 9-1-1 Dispatch Centers, are critical in an emergency response. By having the DoD implement Enhanced 911 (E9-1-1) services policy, dispatch centers gain access to vital information about a caller’s location and identification in case the call is lost, or if the caller becomes incapacitated. This capability can also reduce response times and increase coordination among all responders. (p. 36, 37)
- DoD Instruction 6055.17 on Installation Emergency Management directs all installation commanders to "develop mass warning and notification capabilities with the ability to warn all personnel within 10 minutes of incident notification at the dispatch center." DoD Antiterrorism Standards also require that mass notification systems be incorporated into emergency response planning. (p. 39)
As a PlantCML customer, you have come to expect advanced technology and the very best in customer service. If you still require either E9-1-1 call processing applications or a mass notification solution to fulfill a recommendation, we can assist through our full-circle security and communications portfolio offerings. Follow this link to learn more about these Joint Interoperability Test Command (JITC) certified systems. Or to schedule a brief demonstration, contact your Federal/DoD Regional Account Manager..
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NSS Customer First Program Recently Announced
As a customer of PlantCML’s Notification Solutions and Services (NSS) business unit, you have witnessed a number of important changes in company structure over the past few years. Among them are the acquisitions of Sigma Communications, developer of the patented REVERSE 911® emergency notification system, and industry leader Dialogic Communications Corp. (DCC). We sincerely hope you see these changes as positive, and consider your PlantCML-provided solution an integral part of your crisis communications strategy.
To help ensure your complete satisfaction with the company and your system, whether The Communicator! NXT, GeoCast® Web® or REVERSE 911 solution, we have now implemented a Customer First program on your behalf. The program, which is managed by a select group of company representatives and accessible via email at NSSCustomerFirst@plantcml-eads.com, will serve as your personal sounding board and champion by:
- Proactively engaging you for vital system and customer service input;
- Collaborating with PlantCML University educators to ensure your working knowledge of the software;
- Coordinating technical resources on your behalf, ensuring quick and satisfactory resolution of any/all outstanding issues; and
- Assessing your communications goals, determining any gaps, and making practical recommendations for the short- and long-term.
Members of the NSS Customer First Council are: Bill Robinson, Field Engineering Manager; Jonathan Solomon, Technical Product Manager; Mike Adams, Product Line Manager; Mark Portanova, National Sales Manager; Linda Young, Marketing Communications Manager; Janette Brewer, Product Training Manager; Allen Van Meter, Director of Hosting Services; and Bob Freinberg, Vice President and General Manager.
Please watch your email for important communications from this group over the coming months, and we invite you to share your thoughts with them at any time. (NOTE: The NSS Customer First program does not take the place of Technical Support. If you need assistance, please call 888.322.4200. Likewise, sales-related questions should continue to be directed to your NSS Regional Account Manager, who is available by phone at 800.723.3207 or 615.790.2882.)
 
PlantCML NSS Summit 2010 – Registration Open!
As you know, the PlantCML NSS Summit, originally scheduled for May, was postponed due to the massive flooding in Nashville, Tennessee. Happily, we have now re-opened registration for this invaluable event, which will take place the week of November 2nd, 2010, in the city’s lively and completely restored downtown area.
As for when the Summit ends, it’s entirely up to you. Take two days to exchange ideas with your peers in our new open forum format. Or, stay a third day to participate in hands-on training. Whether you have only a basic understanding of The Communicator! NXT, GeoCast Web or REVERSE 911 notification systems, or are a power user, you will not want to miss this enhanced event.
To see the new agenda or for information regarding registration, hotel accommodations or Nashville in general, please request a copy of the NSS Summit guide from Jessica Talley via email. If you’re ready to reserve your seat now, simply visit www.plantcml-eads.com/nss-summit.
Tried and True – PlantCML’s Notification Solutions and Our Security Certifications
The multiple security layers found in PlantCML’s notification solutions and services have contributed heavily to the many certifications and accreditations earned by The Communicator! NXT, GeoCast Web, REVERSE 911 and NetNotify® applications. Today, these products meet the stringent requirements of the Federal Information Security Management Act (FISMA), Joint Interoperability Test Command (JITC), and Unified Facilities Criteria (UFC) 4-021-01, among several others, clearly differentiating our portfolio from that of our competitors.
PlantCML customers can also take comfort in knowing we are an ISO 9001:2008-certified organization and that our state-of-the-art hosting facilities meet or exceed SAS 70 audit standards. If you were unable to join us for last month’s Feature Focus webinar on security certifications, don’t worry - you can request an electronic copy of the Application Brief, which highlights these achievements and explains what they mean to you. Send your request via email to marketing@plantcml-eads.com.
PlantCML University – NSS Focus
User education is vital to the success of any emergency notification program. This is why we offer a variety of training programs, designed to fit any budget and schedule, including in-house (at our Franklin, TN location), onsite (at your facility) and web-based (from the comfort of your own desk). These options are available for all notification solutions, including the industry renowned REVERSE 911 system (for which we just successfully completed our first in-house session!).
Don’t forget to take advantage of the complimentary in-house training seat you receive with your annual support renewal. View upcoming sessions online at www.plantcml-eads.com/services/training. Also available are self-paced training recordings for The Communicator! NXT, highlighting “What’s New” in versions 4.0 and 4.1 – perfect for those users upgrading from previous releases of the solution. You can access these on the NSS Technical Support website. For more information or to schedule time with PlantCML University, please contact your NSS Regional Account Manager.
Coming Soon: The Communicator!®NXT™, Version 4.2.0
PlantCML is pleased to announce the upcoming release of version 4.2.0 of The Communicator! NXT emergency notification solution. Currently in field validation, and with general availability slated for late summer, this version features a number of important enhancements, including:
- Cascade Calling: This highly-anticipated feature allows you to simultaneously contact the first members of each group. It will attempt to contact group members throughout their entire Device Order Sequence before notifying the next contact in each group, while respecting the Fill Count for each group.
- SMS Gateway: With the gateway, SMS message throughput is significantly increased; standard rate SMS communication is supported; and SMS messages are more secure via our own five-digit Short Code.
At our customers’ request, we have also expanded the number of optional settings to Instant Activation; extended the application’s time-out defaults; added the ability to enable/disable email and fax message attachments as a configuration setting; and made it possible to import or record .wav files. To learn more about this release, please visit the NSS Techinical Support website and download the ‘What’s New in 4.2.0’ and ‘SMS Gateway’ documents. Also, look for information related to upgrades to this version in the next Customer Connection.
NSS New Customers
PlantCML’s NSS business unit would like to welcome the following organizations to its long and consistently growing customer base.
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Societe Generale (Hong Kong)
- Peak 10 (Franklin, TN)
- The Great Outdoors Community (Titusville, FL)
- Emdeon (Nashville, TN)
- Air Transport Association (Washington, DC)
- Grand Prairie Police Dept. (Grand Prairie, TX)
- Cornerstone Mortgage Company (Houston, TX)
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We give 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. Our 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. Visit our website to learn more about our LMR Solution.
EADS CORP25 Radio Network Gains System Acceptance from Royal Canadian Mounted Police “O” Division
EADS Defence & Security announced system acceptance of its CORP25 digital, trunked land mobile radio system by the “O” Division of the Royal Canadian Mounted Police (RCMP), validating that the delivered Project 25 (P25)-based public safety radio network fulfills the operational requirements of the RCMP. “System acceptance by the Royal Canadian Mounted Police marks an important milestone in the EADS commitment to providing public safety organizations with world-class communications tools to assure they can operate smoothly and safely,” said Paul Martin, national director sales, Canada, Security and Communication Solutions. “ Visit our website to read the complete article.
Multi-Vendor P25 Deployment Proves Successful for Royal Canadian Mounted Police “O” Division Testing
EADS Defence & Security and Motorola, Inc. announced successful completion of testing which demonstrated that the CORP25 radio network and Motorola XTS® 2500 radio were able to support the RCMP “O” Division system call and request to talk features. “This is a tremendous achievement for EADS and Motorola; one that will serve as a model for future multi-vendor P25 deployments across Canada,” said Chuck Sackley, vice president and general manager, P25 Radio Network Solutions. Visit our website to read the complete article.
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Each issue will provide information on our full-circle security and communications portfolio with the most current and relevant information regarding Call Center Applications, Land Mobile Radio and Notification Solutions and Services for our public safety, federal/DoD and corporate customers.
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 Events
| CALL CENTER APPLICATIONS |
| July 18 - 20 |
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Tucson, AZ |
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Arizona APCO/NENA Conference |
| Aug 1 - 4 |
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Houston, TX |
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APCO Annual Conference |
| Aug 30 - Sept 2 |
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Dallas, TX |
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Texas NENA Conference |
NOTIFICATION SOLUTIONS AND SERVICES |
| July 16 - 20 |
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Reno, NV |
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National Association of Counties |
| Aug 1 - 4 |
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Houston, TX |
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APCO Annual Conference |
LAND MOBILE RADIO |
| July 16 - 20 |
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Reno, NV |
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National Association of Counties |
| July 25 - 28 |
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Fort Worth, TX |
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Texas Sheriff's Conference |
| Aug 1 - 4 |
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Houston, TX |
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APCO Annual Conference |
FEDERAL MARKETS |
| Aug 3 - 5 |
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Tampa, FL |
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AFCEA LandWarNet |
| Aug 21 - 23 |
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Austin, TX |
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NGAUS |
| Aug 24 - 28 |
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Chicago, IL |
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IAFC FRI Conference |
| Aug 30 - Sept 2 |
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Montgomery, AL |
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AFITC |
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