Coeficiente de exactitud cuando los valores de RMSE son diferentes en NE

office, where less than two trunks are indicated, a minimum of two trunks shall be specified.65

3.3.4.3 Transfer Lines

Based on the counties MIS data and the requirements for a P.01 grade of service66, the required number of transfer lines is determined. Continual monitoring of transfer lines during normal busy hours will determine the need for existing or additional lines as well as whether the calls were successfully transferred.

3.4 Other Equipment

3.4.1 Recording Devices

Technical Standards in Section 3.2.1.1(L) requires that all incoming 911 calls be recorded to capture the date, time, and other call data.67 These audio records provide a history that may be used in the event of any dispute involving 911 call handling. The recordings are subject to Florida Statute §365.171(12), which exempts certain information from the requirement for disclosure contained in the Public Records Act Chapter 119.07(1) and s. 24(a), Art. I of the State Constitution. The exemption is stated as follows:

The exemption applies only to the name, address, telephone number, or personal information about, or information which may identify any person requesting emergency services or reporting an emergency, while such information is in the custody of the public agency or public safety agency providing emergency services.

Investigation and litigation will affect the disclosure requirements and may involve different legal requirements. It is recommended that any recording involved in litigation be reviewed by the appropriate county or jurisdictional attorney to determine the legal disclosure requirements.

3.4.2 Instant Playback Recording

Technical Standards in Section 3.2.1.1(L) requires that each 911 call taker position be equipped with an instant playback capability for each incoming call68. This capability automatically records both sides of every emergency call. When the information must be repeated or reconfirmed, it provides the call taker with an immediately

set forth in Rule 60FF-6.005(1)(d) 66 _{set forth in Rule 60FF-6.005(1)(d)} 67 _{set forth in Rule 60FF-6.005(2)(e)} 68 _{set forth in Rule 60FF-6.005(2)(f)}

accessible record of the call without interrupting the master logging recording equipment. This may be accomplished through any means available in the current technological environment.

3.4.3 Teletypewriters (TTYs) Equipment

Each call taker position shall be equipped with TTYs69, or equivalent equipment functionality, in compliance with directives from the DOJ and the ADA. The DOJ provides information on the ADA on their home page at URL

http://www.ada.gov/. They include 911 requirements at URL http://www.ada.gov/911ta.pdf.

3.4.3.1 TTY Call Answering Requirements

A minimum of 90 percent of all incoming TTY calls shall be responded to by TTY within 20 seconds of answering such calls during the average busy hour of each day.70

Testing of all TTY’s is the responsibility of the county to assure compliance with all Federal and State E911 Plan requirements.71 Periodic testing performed by the Public Service Commission (PSC) for the DMS will also be used to determine compliance.

TTY equipment supplied to hearing-impaired citizens by the State of Florida may have a voice annunciator

feature. When such a 911 call is received, the call taker may hear an automatic voice message such as:

"Hearing Impaired Caller, Use TDD."

Upon hearing this message, the 911 line shall be connected to the TTY. When the call taker begins typing, the message will automatically stop.

Many hearing impaired persons have conventional TTY without the voice annunciator feature. When such a call is received, the call taker may hear either nothing or a musical acoustic sound. In either case, the 911 line shall be connected to the TTY to ensure that no TTY calls are missed. Assuming that silence on the line indicates that no one is there may result in a true emergency call being lost. Silent calls are required to be queried with a TTY to assess the basis for the call, in an attempt to identify whether the caller is using TTY equipment.72

set forth in Rule 60FF-6.005(2)(d) 70 _{set forth in Rule 60FF-6.005(1)(b)} 71 _{set forth in Rule 60FF-6.005(8)(c)} 72 _{set forth in Rule 60FF-6.005(3)(d)}

3.4.4 Management Information Systems (MIS)

Each county system shall have operational equipment to measure, collect, compile, and evaluate call volumes and answering time statistics. This record data is used to assess and establish the need for additional circuits,

equipment, and personnel. Use of MIS, or call accounting software, can provide statistics instrumental in

determining optimal wireless/wireline trunk configurations and conformity with a P.01 grade of service standard. Producing statistical reports for call volume and tracking activities lays the foundation for better call management. The statistical information is an effective tool with which to implement or enhance PSAP Quality Assurance programs. MIS data will also be required for use at the State level and as qualifying data required in potential Federal grant applications. 73

MIS Data suggested for Minimum PSAP Needs

Call back number Date & time of call

Position which handled call Call transfer date and time

PSAP & position receiving transfer

Telephone number of alternative agency receiving transfer Duration of call

Type of call (wireline, wireless, VOIP, other) and trunk identifier

Reports capability to query by any or all of the elements referenced in the suggested Minimum PSAP Needs

MIS Data needed for State Reporting Needs

 Total number of 911 calls by County and PSAP

 Call volume by call type (wireless, Phase I and Phase II; wireline; VoIP; Private Branch Exchange (PBX); non-initialized; abandoned; etc.) by County and PSAP

 Percentage of call volume by call type (wireless, Phase I and Phase II; wireline; VoIP; PBX; non- initialized; abandoned; etc.) by County and PSAP

 Duration of call

 Length of time to answer by County and PSAP