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• When a 9-1-1 Call is transferred from one PSAP to another the transferring PSAP <br />must announce the transfer. The announcement must include the name of the <br />PSAP making the transfer and the Name of the PSAP that is receiving the transfer. <br />• The transferring PSAP must remain on the line to verify that the receiving PSAP <br />has the caller and the address. For PSAPS who cannot remain on the line during <br />a transfer they must contact the receiving PSAP to verify the call has been <br />received. <br />• In instances where the ANI/ALI information is not transferred between PSAPS the <br />transferring PSAP shall give the receiving PSAP any location and call back number <br />information they have available. <br />• In any instance where the call is not able to be transferred the PSAPS shall gather <br />all information from the caller as to the nature of the call and provide any pre -arrival <br />instructions required. The information shall then be transferred to the appropriate <br />dispatch point via the most expeditious method available (radio or telephone). <br />• Misdirected calls that indicate a data base error shall be reported to the 9-1-1 <br />Coordinator by completing an ANI/ALI discrepancy form and emailing it. <br />Abandoned Calls <br />An abandoned call, sometimes referred to as a hang-up call or a short duration <br />call, occurs: <br />• When the caller disconnects before the call has been received at the PSAP or <br />can be answered by the telecommunicator, and, <br />• When the telecommunicator does not have enough information to determine if <br />the call is an emergency. <br />• If a valid callback number is available, the PSAP receiving an abandoned call <br />shall attempt to re-establish contact. <br />Disconnected Calls <br />A disconnected call occurs: <br />• When the caller disconnects after the call has been received at the PSAP or <br />answered by the telecommunicator, or <br />• When the telecommunicator does not have enough information to determine if <br />the call is an emergency. <br />• If a valid callback number is available, the PSAP receiving an abandoned call <br />shall attempt to re-establish contact. <br />Non -Responsive / Silent Voice Calls <br />A non -responsive call is an open voice line call or a non -voice communication where the <br />caller is not responding to the telecommunicator. All non -responsive calls MUST be <br />interrogated with a TTY/TDD to determine if the caller is attempting to report an <br />emergency using a special communications device for deaf, hard of hearing, or speech <br />impaired individuals. <br />25 <br />