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Customer Success Story

West Lake HillsWest Lake Hills

Industry: Police and Municipal Government
A suburb of Austin, TX, the City of West Lake Hills covers four square miles and is home to 3,100 residents. The city provides police and some other municipal services. 9-1-1 calls in the county are initially routed to the county’s central dispatching center, where staff identify callers’ locations and type of emergency. When the call involves a police emergency within West Lake Hills, they transfer the call to the city’s 9-1-1 center.

Business Challenge
While the 9-1-1 center and the city had recorded their phone calls for many years, the recording solution was cumbersome and the phone system had begun to show its age. Over time the need for a more modern and easy to use system became apparent.

Solution
The city put in place an IP-based phone system and the OAISYS Tracer call recording and interaction management solution.

Features that have proven particularly useful for West Lake Hills include:

  • Ease of Administration: Administrators can now manage their call recording solution remotely via a web link, rather than having to physically go to the box to make changes.
  • Integration and Adaptability: Tracer’s advanced integration and enhanced functionality with the phone system provides complete call information, providing a more accurate view of every call. Now, both the 9-1-1 center and the municipal offices have great access to recordings and call information.

“The other system they had was very task specific,” said Bill Simons of OAISYS Silver Channel Partner ICS. “It was attached to the 9-1-1 and the analog central office lines for the police department. What OAISYS gave them was an integrated solution for the entire municipality to use.”

Additional benefits for the city have included:

  • On-Demand Licensing: When the 9-1-1 center is not particularly busy, recording licenses are available for other municipal offices to capture recordings of their calls automatically.
  • Immediate Call Review: If a dispatcher does not hear information with certainty the first time, or if the caller hangs up, the call can be quickly retrieved and reviewed to ensure all information is complete and accurate before dispatching.
  • Training: The city uses calls to review and train dispatchers and staff on the best ways to handle all types of calls.
  • Radio Call Capture: Tracer captures both telephone and radio traffic, ensuring all communications about an incident are recorded in one central repository.

“All of the radio traffic between the police and the dispatcher is recorded by the OAISYS system,” said City Administrator Robert Wood. “It’s the phone call but also the radio traffic. That way for training purposes for both the dispatcher and the police officers, we’re able to listen to how they handled a call and see if there’s some way to improve that service in the future.”

About Tracer
Tracer is the industry's leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, play back, annotate and share with others as needed. This core PVD functionality is paired with Tracer's advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, ShoreTel, and many other standards-based IP and legacy TDM systems.