The Johanniter control centre in Floridsdorf, Vienna, Austria, has been equipped with the latest communication technology from Frequentis. The control centre with its new ICCS IPC communication system went live today (21 November 2013).
With new Frequentis system it is now possible to operate all communication channels centrally via touch screen and to process them from a unique and clear user interface.
The Johanniter extended the new operations control centre in Floridsdorf because the Johanniter Rescue Station in Währing, also in Vienna, had gradually become too small. About 90 employees now work there under one roof. The Johanniter operations control centre, with its 20 employees and complete with all of its technical connections, has also been relocated to district 21.
From there, 64 emergency vehicles and about 500 assignments are coordinated daily for the Vienna catchment area. These include emergencies, such as emergency rescue services, the transport of human organs, emergency aid for clients with home alarm systems, ambulance services and emergency care services.
The control centre has been equipped with the latest communication technology from Frequentis in order to be able to meet the increased and different demands and to coordinate the ambulance services more quickly and efficiently.
An integrated communications and control system via touch screen
Frequentis has supplied and installed the Integrated Communications and Control System - Internet Protocol Communications System (ICCS IPC) on eight workstations with merged radio and telephony operation. It is a fully integrated communication system based on a voice over IP (VoIP) system.
Various communication channels, such as radio, telephony and a home alarm call system, have been merged into a central communication system. Thanks to this, it is now possible for the Johanniter employees to operate all of its communication channels via a clearly configured interface and centrally from one single touch screen. The communication history during emergency missions can be recorded and retrieved as and when needed.
Automatic classification and ranking by priority
Roman Groiss, head of the Johanniter Rescue and Emergency Services, said: “Calls are classified by the new system depending on the type of call. Ambulance services, emergency calls and home alarm calls are ranked according to their urgency and are forwarded to specially trained employees. In addition, the different types of call are identified by a colour coding system and different signature tunes, which facilitates customer-friendly and efficient processing.”
If an emergency call is received, it is automatically given priority over all other types of call. In addition, during a telephone conversation employees also have the possibility of accessing radio channels and outside telephone lines. Thanks to active voice separation the caller is not able to hear any parallel radio announcements in the telephone line.
Robert Heindl, general manager of the Johanniter-Unfall-Hilfe, explained: “Internationally, Frequentis already has the best references in the fields of air traffic management, public safety and public transport; it stands for high quality and reliability. Thanks to its expertise as a system integrator the company has made an optimal contribution towards the configuration of a user-friendly control centre.”
"Frequentis is a leading international provider of solutions for security and control centres; references are therefore of particular importance – this applies in particular to references for the domestic market,” said Hannes Bardach, chairman of the executive board of Frequentis AG.