https://urgentcomm.com/wp-content/themes/ucm_child/assets/images/logo/footer-new-logo.png
  • Home
  • News
  • Multimedia
    • Back
    • Multimedia
    • Video
    • Podcasts
    • Galleries
    • IWCE’s Video Showcase
    • IWCE 2022 Winter Showcase
    • IWCE 2023 Pre-event Guide
  • Commentary
    • Back
    • Commentary
    • Urgent Matters
    • View From The Top
    • All Things IWCE
    • Legal Matters
  • Resources
    • Back
    • Resources
    • Webinars
    • White Papers
    • Reprints & Reuse
  • IWCE
    • Back
    • IWCE
    • Conference
    • Special Events
    • Exhibitor Listings
    • Premier Partners
    • Floor Plan
    • Exhibiting Information
    • Register for IWCE
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookie Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • Mission Critical Technologies
    • TU-Auto
  • In the field
    • Back
    • In the field
    • Broadband Push-to-X
    • Internet of Things
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Call Center/Command
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Network Tech
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Operations
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Regulations
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • Organizations
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
Urgent Communications
  • NEWSLETTER
  • Home
  • News
  • Multimedia
    • Back
    • Video
    • Podcasts
    • Omdia Crit Comms Circle Podcast
    • Galleries
    • IWCE’s Video Showcase
    • IWCE 2023 Pre-event Guide
    • IWCE 2022 Winter Showcase
  • Commentary
    • Back
    • All Things IWCE
    • Urgent Matters
    • View From The Top
    • Legal Matters
  • Resources
    • Back
    • Webinars
    • White Papers
    • Reprints & Reuse
    • UC eZines
    • Sponsored content
  • IWCE
    • Back
    • Conference
    • Why Attend
    • Exhibitor Listing
    • Floor Plan
    • Exhibiting Information
    • Join the Event Mailing List
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Terms of Service
    • Privacy Statement
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • TU-Auto
  • newsletter
  • In the field
    • Back
    • Internet of Things
    • Broadband Push-to-X
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Cybersecurity
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
acc.com

Urgent Matters


Commentary

The readers always write: Stopping 911 butt dials

The readers always write: Stopping 911 butt dials

Readers say a product designed to filter out unwanted "butt dial" calls to 911 may have some unintended drawbacks, leaving public-safety officials with a difficult decision between saving valuable first-responder resources or potentially opening a liability question.
  • Written by
  • 17th October 2013

A few weeks ago, I wrote about a solution developed by Calgary, Alberta-based Interalia that four Oregon counties are using to filter unintended 911 calls, the so-called “butt dials.” One official described the decision to deploy the solution as a “no-brainer,” largely because it prevented 25,000 such calls from reaching 911 call-takers in the first six months of this year. That’s a lot of time saved that can be better spent on legitimate emergency calls.

A few readers responded to this story and basically said, “Not so fast.” They wondered what would happen in a situation where the caller couldn’t speak because they were in imminent danger. Two such scenarios come immediately to mind: a domestic-abuse incident and a home invasion.

I thought that was a good question, so I placed a call to Ken Myroon, Interalia’s product manager. The solution, dubbed XMU+, measures the amount of noise that’s on the line. It has seven sensitivity levels, the lowest of which can recognize “even the slightest whisper,” he said.

Myroon further reminded me that when a call’s loudness falls below the threshold, the caller receives a message that instructs him to speak or press any key on the phone if he truly is experiencing an emergency. The message is then repeated in Spanish. If no response is received, the system automatically disconnects the call, without any involvement of a 911 telecommunicator.

The key to this, in terms of the question posed by readers, is the ability to press any key to ensure that the call is received by a 911 call-taker. It seems like a reasonable workaround, though I wonder how attentive a caller would be to the instructional message if they’re in a panic—a scenario that is possible in the event of domestic abuse or home invasion.

I suppose that community outreach to explain how this works is a possibility, but that’s an expensive proposition—one that might be infeasible for many jurisdictions given the economic pressure that many are under. One potentially serendipitous aspect of this is that many locations are revamping their 911 education efforts to reflect text-to-911 capabilities, so this wrinkle could be added to that initiative at relatively little extra expense.

Regardless of the educational costs, this is a tough call for public-safety answering point (PSAP) officials and other relevant decision makers. On the one hand, it would be a tragedy—and a potentially huge liability exposure for the PSAP and the municipality it serves—if a legitimate 911 call is inadvertently intercepted by the filter and the caller loses his life as a result.

On the other hand, unintended 911 calls eat up millions of telecommunicator hours nationwide every year, and one wonders how many emergency calls go unanswered because a call-taker was dealing with a butt-dial. Moreover, many jurisdictions err on the side of caution when they receive an unintended 911 call by dispatching first responders to the call’s location, to ensure that all is well. That ties up precious resources that could be used to respond to legitimate emergencies.

I’m not a PSAP manager—in fact, I’ve never even worked in a PSAP—but it seems like unintended 911 calls are the far bigger problem, and that the risk/reward ratio favors using the new technology.

Tags: End User PSAP PSAP Telecommunicators Commentary Dispatch/Call-taking Public Safety Training Urgent Matters Commentary

Most Recent


  • Ransomware, data breaches inundate OT & industrial sector
    Three-quarters of industrial firms suffered a ransomware attack in the past year, with far more compromises affecting operational technology (OT) than ever before — representing a surge in attacks driven by both the industrial sector’s vulnerability and propensity to pay ransoms in order to remain operational. In the past 12 months, more than half of […]
  • How and why AT&T selected Fujitsu radios for 5G
    Lost in AT&T’s big $14 billion announcement with Ericsson for open RAN was the fact that it also plans to purchase 5G radios from Fujitsu. The move represents a major win for the Japanese wireless network equipment vendor, which is relatively unknown outside its home market. “In order to support the acceleration of open RAN in AT&T’s […]
  • PSSA asks FCC for FirstNet Authority license at 4.9 GHz, opposes CERCI proposal
    A Public Safety Spectrum Alliance (PSSA) filing this week reiterates its call for the FCC to award a nationwide license of 4.9 GHz  spectrum to the FirstNet Authority, ignoring a recent coalition filing that asks the commission to approve rules that would let local jurisdictions largely determine how the airwaves are used. Jeff Johnson, executive […]
  • Critical Bluetooth flaw exposes Android, Apple & Linux devices to takeover
    Attackers can exploit a critical Bluetooth security vulnerability that’s been lurking largely unnoticed for years on macOS, iOS, Android, and Linux device platforms. The keystroke injection vulnerability allows an attacker to control the targeted device as if they were attached by a Bluetooth keyboard, performing various functions remotely depending on the endpoint. Tracked as CVE-2023-45866, the flaw exists […]

Related Content

Commentary


Things to know about IWCE 2024: The basics 

5th December 2023

Land mobile radio (LMR) systems are just as vulnerable to cyberattacks as any other networks used in the public-safety sector. Here’s what to do about it.

  • 2
7th November 2023

September 3GPP Plenary meetings feature Release 18 progress, Release 19 beginnings

13th October 2023
view all

Events


UC Ezines


IWCE 2019 Wrap Up

13th May 2019
view all

Twitter


Newsletter

Sign up for UrgentComm’s newsletters to receive regular news and information updates about Communications and Technology.

Expert Commentary

Learn from experts about the latest technology in automation, machine-learning, big data and cybersecurity.

Business Media

Find the latest videos and media from the market leaders.

Media Kit and Advertising

Want to reach our digital and print audiences? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • American City & County
  • IWCE
  • Light Reading
  • IOT World Today
  • Mission Critical Technologies
  • TU-Auto

WORKING WITH US

  • About Us
  • Contact Us
  • Events
  • Careers

FOLLOW Urgent Comms ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.