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Voice Communications for 911 Personnel Training

Voice Communications for 911 Personnel Training

Voice Communications for 911 Personnel Training:

Voice Communications for 911 Personnel Training Course (Online, Onsite, and Classroom Live!)

The rapid rise of cellular and then VoIP as means of accessing 911 and other emergency calling systems globally require call takers to better understand the underlying technologies and their impact on the quality and content of the emergency calls they handle. One side effect of cellular and VoIP is that it has revealed great misunderstandings and a lack of knowledge of how emergency calls should be interpreted when received from conventional telephone systems.

This Voice Communications for 911 Personnel Training course, based upon training delivered to several thousand emergency services professionals in the US, Canada, and Australia over the past five years will equip call takers, supervisors, and trainers to better handle conventional, cellular, and wireless calls. Many emergency number professionals review the outline and course materials and ask, “Do I really need to know all this to answer emergency calls?” Upon closer examination, the conclusion reached by many of them is “Yes, I do”.

What’s Included?

  • 2 days of Voice Communications for 911 Personnel Training with an expert instructor
  • Voice Communications for 911 Personnel Electronic Course Guide
  • Certificate of Completion
  • 100% Satisfaction Guarantee


Related Courses

Customize It:

  • We can adapt this Voice Communications for 911 Personnel course to your group’s background and work requirements at little to no added cost.
  • If you are familiar with some aspects of this Voice Communications for 911 Personnel course, we can omit or shorten their discussion.
  • We can adjust the emphasis placed on the various topics or build the Voice Communications for 911 Personnel Training Course around the mix of technologies of interest to you (including technologies other than those included in this outline).
  • If your background is nontechnical, we can exclude the more technical topics, include the topics that may be of special interest to you (e.g., as a manager or policy-maker), and present the Voice Communications for 911 Personnel course in a manner understandable to lay audiences.


  • You should have knowledge of the US or Canadian 911 systems or another emergency calling system, standard operating procedures for call takers, and a basic understanding of the process of accessing 911 and dispatching police, fire, EMS, and other emergency services.

Audience/Target Group:

  • Professionals who take emergency calls or those who supervise or train the 911 call takers

Course Outlines:

Introduction: Why Should a PSAP Care?

  • Overview
  • Family Tree of Telephony
  • Conventional Calls
  • Cellular/Wireless
  • VoIP
  • Fixed
  • Nomadic
  • Mobile/802.x
  • Hybrid Cellular/802.x

Technical Background

  • Analog Transmission
  • Digital Transmission
  • Binary Number System
  • Binary Encoding:  Hand Codes, ASCII
  • Circuits
  • Bit Path
  • Timing
  • Synchronization
  • Time Division Multiplexing
  • T1/DS1
  • Framing/Frame Format
  • Time Slots
  • PSAP Capacity
  • Packet Switching
  • Packet Format:  Header, Payload, Trailer
  • IP
  • Packet QoS/QoE
  • Best Effort

Transmission of Human Speech

  • Human/Musical Instrument Model
  • Analog
  • Digital
  • PCM
  • LPC
  • Loss
  • Packet Loss
  • Sample Loss
  • Coding Loss

911 End-to-End

  • Conventional
  • CellCular/Wireless
  • VoIP:  NENA I1, NENA I2, NENA I3
  • VoIP Protocol
  • PSAP Procedures
  • MSAG and Location Issues

VoIP Issues

  • Lack of Hand-offs
  • VoIP Is Not Traditional Telephony, Just Cheaper.
  • Inconsistent Call Routing
  • Missing or Inaccurate ANI/ALI
  • Voice Quality Ranges Substantially.
  • Misinterpretation of Whispers, Soft Sounds, and Background Noise
  • Non-transmission of Whispers, Soft Sounds, and Background Noise
  • Misinterpretation of Non-Human Sounds
  • Quality Degradation during Heavy Call Volumes
  • Evidentiary Issues Related to Recordings of VoIP Calls
  • Power Failure and Battery-Backup Option, Does Not Work During Power Outages
  • Use of Mobile Wireless VoIP and Location Issues
  • Fraudulent and Misleading Use of VoIP – Bombing, and SWATing
  • Lack of Clarity in VoIP Standards
  • Training on IP, VoIP, and Related Technologies
  • PSAP Best Practices

Whether you are looking for general information or have a specific question, we want to help!

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