VOIP (voice over internet protocol) is relatively new way to make calls.
The calls are made via a desk phone or via a phone similar to a mobile phone. Calls are made by plugging the phone into any available internet socket or via a Wifi network.
However, importantly for the emergency services there is no automated caller location information available. This means that local knowledge is a pre-requisite requirement for taking such calls.
Not withstanding this, the VOIP calls can also have a number that roams with the phone, i.e. the number could relate to a Blackpool STD whilst being made from a hotel in Plymouth.
This further compounds any attempt or use of automated caller location systems to correctly locate the call, in fact it is impossible.
BT (British Telecom) have apparently stated that nationally three-hundred VOIP 999 calls are made per day (as at May 2010).
VOIP packages are becoming increasingly available to the public and businesses, with the use ever increasing.
Local knowledge is becoming more not less important for Fire Control staff when taking emergency 999 calls and dealing with incidents.
As any professional Firefighter (Control) will tell you, they use local knowledge on a daily basis for taking emergency 999 calls and dealing with radio traffic and messages from Firefighters at incidents.
To quote Gradwell Dot Com Ltd:
‘Calls to 999/112 Emergency Services
Gradwell Dot Com provides access to public emergency call services to all customers within England, Wales, Scotland and Northern Ireland.
When you dial either 999 or 112, your call is routed from the Gradwell Dot Com network to national emergency operators who will handle your call. The emergency operator will ask for specific information to correctly transfer your call. You will need to state clearly and promptly the nature of your emergency, your location and phone number, and any other requested information. The emergency operator will then route your call to the appropriate emergency agency, such as:
- Police
- Fire Brigade
- Ambulance
- Coastguard
- Mountain Rescue
Update your 999/112 Emergency Response Address
Your Gradwell VoIP phone service is portable so it is important that you register the location of your device and keep it updated. This information should be visible to the Emergency Services so they can see what location assistance is required. You can make changes to your location information online via the Gradwell Dot Com control panel.
Where you use your Gradwell VoIP service in a fully nomadic manner – such as using a soft-phone on a laptop – we understand it may not be technically feasible to set the address of every location that you use the service from. In such cases you should be aware that the emergency operator will NOT know your location and you must provide this information to them verbally.
source: http://www.gradwell.com/emergencycalls
On the Isle of Wight, Wight Cable have recently launched their own VOIP Business package:
http://www2.wightcable.com/voip.aspx
Over the coming years there is no doubt that VOIP telephones and call packages will become ever more popular.
As a result local knowledge for the taking of emergency 999 calls will be ever more important, not less important as politicians in their naivity wish to imply.
