As more people rely on text to communicate, their expectation that texts can be sent to 9‑1‑1 during an emergency grows stronger. To help state and local jurisdictions meet that public demand, Comtech offers a powerful, low-cost interim web-browser solution for public safety answering points (PSAPs) that have not fully migrated to a Next Generation 9‑1‑1 (NG9‑1‑1) solution, but still want to receive texts sent to 9‑1‑1.
Presenting EMedia®, an intuitive web application with advanced capabilities that improve a PSAP’s Text to 9‑1‑1 session management experience. The EMedia service provides PSAPs with two web-based portals: one for telecommunicators responding to text messages sent to 9‑1‑1 (operator portal); and one for the PSAP’s EMedia administrator to configure the service (admin portal). From the operator portal, telecommunicators can receive and reply to text messages, view the Texter’s location on a map, hand off a session to a different operator within their PSAP, and transfer sessions to alternate PSAPs. The admin portal allows an EMedia administrator to configure the service to meet the specific needs of that PSAP; for example, admins can create Quick Messages for faster responses and set Time of Day Rules to prevent messages from coming in to the PSAP when nobody is available to receive them. With EMedia, any PSAP with an internet connection can efficiently receive, respond to, and transfer 9-1-1 text sessions in a secure manner, without a significant financial investment.
EMedia complies with the Alliance for Telecommunications Industry Solutions (ATIS)/Telecommunications Industry Association (TIA) J‑STD‑110a and the latest applicable Federal Communications Commission (FCC) mandates.
| Key Feature | Benefit |
|---|---|
| Secure Administrator Portal | Allows PSAPs to set time‑of‑day rules, session limits, block abusive phone numbers, choose which PSAPs can receive transfers, and more. |
| Centralized Text Session Management | Aggregates and displays all text messages in a single list to all users signed into EMedia, improving communications and reducing the risk of a text going unanswered. |
| Automatic Location Display | Displays the carrier-provided location of the Texter on a map as soon as an operator replies to a new text message, reducing time to dispatch. |
| Session Transfers | If the Texter’s location changes during a session, EMedia automatically displays the PSAP assigned to the new location. Alternatively, users can choose from a list of nearby PSAPs that can receive the transfer, putting control in the hands of those that know best. |
| Quick Messages | Prepopulates a custom list of commonly typed messages managed by the EMedia admin that operators can quickly choose from and send for a faster response. |
| Partially Attended Transfer | Provides visual confirmation that an operator at another PSAP is actively exchanging messages with a Texter after transferring the session. |
| Advanced Reporting | EMedia Administrators can access detailed text session reports that provide greater insight into how text to 9‑1‑1 is being used at the PSAP, including PSAP‑level and session‑level views. |
| Recent Sessions on Demand | Gives operators visibility to the last 10 text sessions terminated or transferred in the past 24 hours, providing quick access to information that may be needed to support an active emergency response or complete required reports. |
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