Currently, all telephone calls to the Department’s main non-emergency phone number are answered in the communications center by a dispatcher. The dispatcher then must determine if the call is for “field” police service or one to be transferred to staff elsewhere in the Department. Oftentimes, callers trying to reach code enforcement, red light camera, detectives, and other administrative personnel, are placed on hold for extended periods while the dispatcher handles incoming 911 calls for service and the immediate needs of officers in the field and fire department personnel. During regular business hours, the volume of calls requiring transfer is often overwhelming and greatly interferes with dispatchers’ efficiency in handling their primary responsibilities of receiving and dispatching calls for police service. It also causes a great deal of consternation for the citizens who are place on hold.
The phone system currently in use has been in place for over 13 years and is no longer supported by the manufacturer. The proposed ShoreTel system is a voice-over IP solution with a wide range of functionality to include: integration with Microsoft Outlook, call forwarding to mobile devices and an application for iPad users. The system also has increased phone line availability and will allow for internal extension dialing between City Hall and the police department.
The ShoreTel system is current technology and is an expansion of the system already in place in other City departments.
The City has an established relationship/agreement with ShoreTel through DataComm.