Eurofunk about Networking with Unified Communications over IP

By linking the command centre technology at multiple sites into a command centre network, IDDS UCiP facilitates transparent access to all communications resources. – such as digital radio, ana-logue radio, emergency call and telephone channels – regardless of where the command centre is situated. This allows efficient, loca-tion-independent support to be provided in a wide range of opera-tional situations. Scalable, decentralised architecture increases reliability in the network.

Previously, access to local infrastructure [ radio, telephone ser-vices, etc.] for a remote command centre was impossible without additional technical and organisational provisions. Interlinked com-mand centre technology allows access to resources such as the local radio infrastructure at other sites in the command centre network. This facilitates direct communication with units on the ground, making it possible to manage deployments efficiently. Internal communication links are used for contact between com-mand centres, allowing any call-related details [ location data, caller’s number, name, address, etc.] to be passed on in full when telephone calls are transferred within the network.

New network-specific performance features relating to the key areas of cover, overflow and support offer great benefits to custo-mers and increase overall system efficiency. To allow these network features to be used effectively, a centralised, role-based administra-tion system has been developed. This means that IDDS UCiP offers a platform where the organisation, user, role and permission manage-ment settings for all command centres in the network can be confi-gured at once, from a central location.

The convenient switching features for networked radio and emer-gency call retrieval shown here as examples should generate added operational value for customers. The following examples are based on a hypothetical command centre network which comprises four command centres: North, South, East and West

Overflow

Let us say that the eastern command centre is overloaded, which results in an incoming call not being answered within 60 seconds. A parallel signal for this call is automatically sent to the southern com-mand centre as an overflow call; at this point it can be processed at either location.

Support

Imagine that a major local emergency [e.g. an accident in a nearby chemical plant] places strain on the area covered by the northern command centre. This means that West and East personnel are nee-ded to assist the northern centre if the situation is to be handled without too much stress. To do so, the supporting personnel from the western and eastern centres must each take on additional North roles. This means that, for a certain period of time, due to the special situation, some users will simultaneously carry out all of the func-tions pertaining to their own roles and responsibilities as well as those usually assigned to others. The specific details of these can be quickly and easily defined as needed.

Cover

If a command centre is fully functional from a technical perspec-tive, but must be evacuated due to an incident of some kind, the operations for this command centre can be taken over entirely by another centre in the network. It is also possible for dispatchers from the evacuated command centre to carry out their duties in the centre that is providing cover. Networked command centres mean that existing features previ-ously used at just one command centre site can be shared intelli-gently within the group, allowing them to be utilised more efficiently. For example, a central ACD [automatic call distribution] service can facilitate call distribution throughout the command centre network.

As a network solution, IDDS UCiP therefore not only supports command centre personnel in overload situations, but also enables “free seating”, where dispatchers are not tied to a particular location. This means that a role can be carried out from anywhere in the com-mand centre network.