NENA Call Answering

1 Executive Overview

This document has been developed to serve as a model standard operating procedure for the calltaking function within Public Safety Answering Points (PSAPs). To provide uniformity and consistency in the handling of 9-1-1, other emergency calls and administrative non-emergency calls, the following call-taking standards are recommended:
• Operational level of service
• Order of answering priority
• Answering protocol
• Information gathering
• Call transfer

In addition, this document provides guidelines for handling non-standard calls, such as abandoned, disconnects, misdials, unintentional, prank and misrouted calls (including nomadic VoIP calls). A recommended course of action is described which will enable the telecommunicator to address data failures, such as the loss of ANI or ALI, equipment problems and redundant calls.

2 Introduction

2.1 Purpose and Scope. These guidelines have been developed to facilitate call handling in the Public Safety Answering Point (PSAP). 2.2 Reason to Implement. This document has been issued to serve as a Model Standard