February 16, 2010 By Emily Montandon, Associate Editor
Photo: The San Jose call center handles approximately 1 million calls annually/Photos Courtesy of the San Jose Police Department.
As 911 call centers begin adding new technologies like IP radio and next-generation 911 (NG911) services -- the ability to receive multimedia input like text and video from citizens -- they are being forced to consider new solutions to record and store calls and information they receive.
In 2009, the San Jose, Calif., Police Department upgraded its call center technology to improve redundancy and simplify retrieval of recordings, which can provide critical evidence in criminal cases. While the department has yet to deploy NG911 in its call center, these capabilities will be added in the future. So the current information management upgrade also prepares the department to capture and preserve multimedia content.
The call center handles approximately 1 million calls annually, including 911, 311, and seven-digit emergency and nonemergency calls. All calls are recorded.
The San Jose Police moved to new information storage and retrieval technology because the existing system was aging and beginning to fail, according to Cameron Smith, manager of the department's Communications Division.
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