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Voice Communications for 911 Personnel Training

Voice Communications for 911 Personnel Training

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Voice Communications for 911 Personnel Training Course in a Nutshell

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 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”.

Duration: 2-3 days

Voice Communications for 911 Personnel Training
Voice Communications for 911 Personnel TrainingRelated Courses

Customize It:

• If you are familiar with some aspects of Voice Communications for 911 Personnel Training, 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 Training course in 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

Voice Communications for 911 Personnel Training – Course Outlines:

Introduction: Why Should a PSAP Care?

Family Tree of Telephony
Conventional Calls
Hybrid Cellular/802.x

Technical Background

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

Transmission of Human Speech

Human/Musical Instrument Model
Packet Loss
Sample Loss
Coding Loss

911 End-to-End

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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