VoIP is a new, lower-price method of making business and residential telephone calls that is quickly gaining popularity in the U.S. and elsewhere. VoIP does not handle 9-1-1 calls in the same way as traditional telephony and, therefore, represents potential problems for dealing with calls for assistance. The results of the test will be reviewed and sound samples presented at APCO International's Winter Summit in Orlando, Fla. on February 1.
The test was conducted in an office and included sounds such as normal human speech, gunfire, and residential fire alarms. Three simultaneous calls were placed to the Monroe County (Ga.) Public Safety Answering Point (PSAP) via a traditional telephone, a wireless phone, and a VoIP phone using a widely available commercial VoIP service. All three calls were recorded at the PSAP using standard PSAP equipment and then transferred to computer disks.
Cheryl Greathouse, ISD director for GPSTC, coordinated the test. "This is a great step forward in truly understanding the impact of the new VoIP technology on call-takers," Greathouse said.
James P. Cavanagh, of The Consultant Registry, initiated the test plan based upon increasing demand for real information about the interactions of 9-1-1 and VoIP. Theoretical and anecdotal evidence collected over the last 12 months indicates that VoIP represents a big risk to the call-taking process because VoIP, like wireless, is optimized for transmission of human speech, while traditional telephony transmits all sounds within a certain range equally well.
"The test performed at GPSTC will go a long way in clarifying the true impact of VoIP and preparing call-takers for what to expect when handling VoIP-originated 9-1-1 calls," Cavanagh said.
While the impact of VoIP on public safety continues to be debated, the VoIP 9-1-1 Sounds Test is an important step in determining the true impact on the front line call-taker and on the general public. Key policy and regulatory issues remain to be addressed and APCO International has renewed its call for the Federal Communications Commission (FCC) to take decisive action to ensure that 9-1-1 calls from VoIP providers are routed to the correct answering center and are delivered with the appropriate location information.
The APCO International Winter Summit will be held January 31 - February 2 at the Disney Contemporary Resort in Orlando, Fla. The APCO International Winter Summit will feature sessions on 800 MHz, Emerging Technologies, VoIP and Grant Writing. For more information, visit www.apcosymposia.org.
