Baltimore County Implements Next-Generation 9-1-1 Infrastructure from Unify

Baltimore County deploys nation’s first Multi-Media Service driven Contact Center solution for NG9-1-1, leveraging the power of Unify’s OpenScape platform.

Unify, a leading communications software and services firm, today announced Baltimore County, Maryland, is an early adopter of Unify’s OpenScape platform for the county’s transformation to a Next Generation 9-1-1 (NG9-1-1) operation.

Located just outside of Washington, DC, and home to two major universities, Baltimore County’s highly trained public safety staff serves a population of more than 800,000 residents and more than 20 million visitors each year. Baltimore County 9-1-1 manages and coordinates emergency response and disaster preparedness activities with some of the most advanced public safety processes and solutions available. Coordinating dispatch with over 55 individual fire stations, 10 police precincts, three helicopter units and over 2,000 sworn personnel, Baltimore County 9-1-1 serves as the central command center for one of the largest metropolitan areas in the nation.

To improve public safety and ensure the highest quality care and service for residents and visitors, Baltimore County 9-1-1 has established itself as the benchmark for the state’s NG9-1-1 migration vision through its use of technology and prudent spending. One of first examples of NG9-1-1 migration and infrastructure enhancement in the country, Unify provided the Baltimore County Public Safety Answering Point (PSAP) with OpenScape Voice and OpenScape Contact Center, delivering the integrated framework they needed to convert their legacy infrastructure onto a SIP-based platform.  
“With our legacy hardware solution, 9-1-1 responders were expected to pick up the call, handle the inquiry, dispatch emergency personnel, and resolve the issue without access to real-time information, said Ray Windisch, 9-1-1 Coordinator at Baltimore County. “Now, with OpenScape, we have not had a system-caused  lost call or center outage, even when some of the largest natural disasters on record have hit our region.”   
With OpenScape, 9-1-1 calls can be routed according to priority and directed to the appropriate specialized call taker in the first instance, without manual intervention. Inherent to the OpenScape IP network architecture, Baltimore County has geo-diverse, Active-Active call management between its Primary and Alternate PSAP locations.  Today, the Alternate PSAP can be staffed for call overflow or emergencies.  Additionally, the alternate PSAP location will be staffed 7x24 at the additional positions, providing additional geo-redundancy for the county’s 911 call management operations.

“Because of our software-based emergency communication system, we are able to staff the 9-1-1 solution so as many Emergency Call Takers (ECTs) can handle citizen’s emergencies. Additionally, our system is not hardware based, we do not have to come in and manually activate additional positions,” said Windisch. “Finally, we don’t have on-site technicians; we need a software solution that enables us to act quickly and intuitively.”

“Baltimore County is a benchmark example for other PSAPs on how to successfully migrate to NG9-1-1,” said Dan Papes, Executive Vice President, North America, for Unify. “OpenScape delivers the collaboration technology Baltimore County’s various public safety entities require to communicate most effectively and deliver superior public safety.”
Going forward, Unify will work with Baltimore County to leverage their existing investment and bring their internal call management operations to an integrated application layer, empowering their PSAP with the most advanced communications management solution in the US. This will set the benchmark for the rest of the state of Maryland to follow as they migrate to NG9-1-1.

About Unify

Unify is one of the world’s leading communications software and services brands, providing integrated communications and collaboration solutions worldwide. Our customers range in size from 5 employees to 500,000+ employees. Our solutions unify multiple voice, video and data networks, connected devices and applications into one easy-to-use platform that allows teams to collaborate effectively and efficiently – anytime, anywhere. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, improves employee satisfaction and enhances business performance. Unify has a strong heritage of product reliability, innovation, open standards and security. Our OpenScape and Circuit communications solutions provide a seamless and efficient collaboration experience – on any device. Together, the group’s global team of UCC experts and service professionals set the standard for a rich communications and collaboration experience that empowers teams to deliver better results. Unify is an Atos company.

About Atos

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

#Note: All trademarks mentioned herein are property of their respective owners.

Additional Resources

Unify on Twitter
Unify on Facebook
Unify on LinkedIn
Unify on Google+
Unify on YouTube
Unify blog

Back to overview

Media contact:

Amy Martin
Head of Global Public Relations
+1 408 492 2785

Let us help.

Comparing options?
Need a demo?

Budget figures?

We’re glad to help.

Call: +1 800-310-6308

Click to Email