Where I live, I just turned thirty. Most thirty year olds are living in the 617 or 212 or 213 area codes but possibly are carrying cell numbers with 603 numbers. However if they call for an emergency, they would go to the closet PSAP where the tower is. There are people out there who “hate” the state they grew up. They won’t ever be coming back and sadly our PSAP is the most innovative in the country.
And even worse, no vendor doesn’t have the guts to defend our system, only to attack our lack of laws to protect troll attorneys if a 9-1-1 system is not properly configured in a business to sue the crap and put them out of business. I’m too lazy to pull up that Avaya blog post right now…
So for the people never called 9-1-1 before, the procedure is:
You go to our single PSAP no matter what number in the 603 area code to ether a Concord or Laconia center. Both locations staffed at the max under 20 even during peak “drive time” hours to about eight total at night. (It was to my own surprise that the max of each call center can max to 22 operators at each location, which totals to 44. This has never happened.) Despite so many people of my generation never returning to the Granite State, there is a growth of population, and given the weekend population throughout the tourist locations, it’s a surprise that a state agency can handle that with so few “telecommunicators” as the state calls it.
They ether verify or ask for your location and number. Names aren’t relevant I suppose. The location is to ensure they are going to the right place, and secondly the number is to ensure a call is disconnected that they will ringback. Unlike private sector call centers, the 9-1-1 call is tied to that call taker until s/he drops the call. The way this works, if I am not mistaken you hang up, a few seconds later 9-1-1 will ring back, essentially calling you immediately. Essentially callbacks in emergency services are immediate wheras a customer service/support line may take a few minutes.
9-1-1 calls shouldn’t under most circumstances be overwhelmed where you get a busy signal, but you do go into a queue if there is an overload of calls. Don’t hang up because if you do get next on the queue, they will automatically call you back!
They ask for your type of emergency. For the youngins out there; this 3-digit telephone number is for Fire, Medical and Police. If your call is medical, the E911 telecommunicators will go through an Emergency Medical Dispatch procedures. If you remember the days of Rescue 911* with those reenactments, they used to pull a flip chart. It’s now electronic. Despite the fact; there is specific set of questions to ask in the proper order; if the victim is breathing; having a heart attack or gagging on something; even childbirth or something worse. Some have considered this the “interrogation” of a 9-1-1 call.
* As I write this; I still can’t get over the irony that a few years after Rescue, Shatner lost his wife in a drowning situation but the 9-1-1 tapes clearly showed he didn’t do anything he learned on a show he hosted for almost a decade! About a decade ago, a Boston PM drive talk show host would play the tapes for a while for comic relief. C’mon, I had to be sassy at some point in this theme!
The local dispatch centers start to get wind of an emergency. It varies town by town, my town has a single dispatch for police and fire, my other town I grew up still has two separate dispatch facilities. There are monitors hardwired via a private Internet link back to the State that shares the same screen the telecommunicator is seeing. It’s at the town’s discretion whether to send help; ring the bells and whistles or just arrive at legal speed limits without bells and whistles.
This is my local dispatch center. This is NOT a PSAP, remember the Department of Safety is the ONLY PSAP in the state. This is a Police Department that also handles Fire and EMS calls. The middle monitor that on a round turntable is that monitor that is hardwired via a VPN connection to the Department Of Safety’s 911 system. That monitor is identical to the state “telecommunicator”. This is typically used for medical emergencies, and the local dispatchers can triage emergency calls even before taking the call or even put a call out. However each town has their own way of dispatching and sending out calls. This was taken in 2014 at the Merrimack, NH Police Department.
The state “bridges” the call between the 9-1-1 and the local dispatch. This means you will hear voices throughout the entire call, and no tones. In other states you may hear tones or ringing. For a layman end user, that’s not very promising. In the commonwealth of Massachusetts, if you call the statewide PSAP via your cell, they’ll most likely “trunk transfer” your call. What’s that? If you hear ringing, that’s what they are talking about. But will Fletch and the FCC do anything? Of course not! They hate business!
Now the emergency response should be responding at someway at this point
This was taken at the front desk at the Attitash Grand Resort Conference Center in Bartlett, NH. This area in the building is where you can only spot the digital sets. The nearby bar, conference rooms and rooms use analog sets. There is no evidence of any attendant consoles ether.
I’ve frequented this facility during the spring time over the last four years for an annual conference. I no longer attend, and I like the place, so I went for the vacation this week. The people I used to see at the front desk were not working (or is no longer working there) to see if I could see the switch room.
This was taken at the Mount Washington Hotel, in Bretton Woods, New Hampshire in 2008.
For some reason Mitel never branded their ISDN terminals. The only way you could tell was the form factor of what looked like a SuperSet that would be used on their on PBX systems.
The terminal supported multiple line appearances, and had a display for additional settings that probably wasn’t used.
Other terminals were spotted there was the Aastra (Nortel) 5300 series and analogs in the rooms.
These got replaced as new owners bought the hotel, the Omni Hotel Group bought this place in 2009, and by the following year, they assumed ownership. This Centrex type of service was replaced and they now have an Avaya Communication Manager like system, strictly all digital sets in the common areas and analog in the rooms, with a cutover in between 2009 and 2010. That will get its own post at a later point, since of course I got pictures of those too,
This is the central office for the Nashua, NH area. The service is provided by FairPoint (that was sold off by Verizon about 5 or so years ago after an excuse to stop funding for unionized workers – an engineered plan to make FairPoint file for Chapter 11 to reorganize the unions)
This central office is likely using 5ESS switches.
As you can see, a CLEC car is parked right near the office. G4 Communications is a CLEC for the Southern New Hampshire area.