Computer aided call handling is a methodology for managing calls to service providers, such as emergency services, through the use of computer based algorithms in order to make consistent and objective decisions on action to be taken. The computer software can provide scripting, prompts or interactive questioning to assist the call handler in gathering information. The algorithms in the software will depend on the requirements of the service provider, the resources they have available, and the information that may be useful to resources dispatched or assigned to the call. The output is likely to be a prioritised list of tasks for action, where the action could be passing to another remote service (such as a telephony centre), dispatching a physical resource (such as an

ambulance An ambulance is a medically equipped vehicle which transports patients to treatment facilities, such as hospitals. Typically, out-of-hospital medical care is provided to the patient during the transport. Ambulances are used to respond to medi ...

police car A police car (also called a police cruiser, police interceptor, patrol car, area car, cop car, prowl car, squad car, radio car, or radio motor patrol) is a ground vehicle used by police and law enforcement for transportation during patrols a ...

or recovery truck) or closing the call without action. The advantage in using a computer based system is objectivity in decisions made, meaning a consistent service delivery. Call handling software can be linked to

computer aided dispatch Computer-aided dispatch (CAD), also called computer-assisted dispatch, is a method of dispatching taxicabs, couriers, field service technicians, mass transit vehicles or emergency services assisted by computer. It can either be used to send messag ...

in order that this process is fully integrated, and information from the call handling software is passed directly to dispatch software where appropriate. This could also mean dispatching services which are not part of the organisation using the call handling software, such as an ambulance control centre automatically dispatching police to a violent incident, without the requirement to involve a further operator.Computer-Aided Call Handling: Improving Technology at the Front End of Dispatch

References

{{DEFAULTSORT:Computer Aided Call Handling Logistics Public safety communications