Dispatch Systems
VÍTKOVICE IT SOLUTIONS builds reliable dispatch workstations.
Our systems guarantee rapid response, intuitive operation, and stable 24/7 uptime.
Who We Serve
112 – Emergency Calling
Emergency Medical Service
Municipal Police
Our solution consists of the following components:
Support for handling emergency calls—from receipt and processing through dispatching response units.
Telephony & Radio System
Call handling and management—including software and hardware endpoints—and a full call-recording system.
Visualization Systems
An ESRI-based GIS map platform that:
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Allows standard map-layer management
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Integrates with external systems to visualize the location of an incident source
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Works with GPS to track and display real-time positions of response units
Additional data sources (e.g. camera feeds) can also be integrated.
Monitoring & Support System
Either our in-house monitoring solution or seamless integration with your existing monitoring/helpdesk tools. 24/7 monitoring and support are available.
Location of Incident
The first step in handling an emergency call is identifying the incident’s location. The communication infrastructure of Telefónica Czech Republic (and other operators) fully supports Automatic Number Identification (ANI) across all network types (fixed, mobile) and carriers. As a result, each incoming call is automatically tagged with the caller’s phone number.
Fixed Line
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When a call arrives from a fixed line, the system queries Telefónica’s central subscriber database.
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If the caller is found, their registered address is retrieved and cross-referenced with the system’s address database to determine geographic coordinates.
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The caller’s location is then plotted automatically on the GIS map—typically within 3 seconds.
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If the number is not in the central database (or the database is unavailable), the operator asks the caller for their address. Using the street-network and object-address modules, the operator can then pinpoint the incident location in the GIS map.
Mobile Phone
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For mobile calls, the system estimates location based on network data (area code, cell ID, and sometimes antenna sector and orientation).
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From this, it generates a most-likely segment of the street network and offers the operator a narrowed list of streets and addresses.
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On highways or major roads, the operator can refine the location by verifying the route number, kilometer marker, travel direction, or nearest town/interchange. Linear topography then calculates the exact position.
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Object-based topography lets the operator locate known landmarks (buildings, bridges, stations, etc.)—after entering part of a name, the system suggests matching entities plotted on the map.
eCall
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In the event of a crash or manual activation, the in-vehicle system (IVS) automatically establishes a voice and data link with the emergency call center (PSAP).
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The IVS sends a Minimum Set of Data (MSD) to the PSAP upon activation.
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Location is automatically determined via GPS.
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The system also auto-classifies the incident based on the MSD.
Extended Dispatch System Features
Language Support
If a caller speaks a language the operator wasn’t trained in, the operator can view a list of all other logged-in operators nationwide. The list shows each operator’s language proficiencies and current status (busy, available, on break). If a suitable partner is found, the operator can initiate a conference call or transfer the call to the colleague fluent in that language.
Duplicate Call Detection
If an incident has already been reported at a given address, the system alerts the operator when a new call arrives for the same location within a set time window (typically 30 minutes) from the first report. For calls from rural or out-of-area locations, the operator can infer duplicates from GIS data and other sources—even if the event was handled by another operator. The operator can then check the current status of the incident and inform the caller of the response progress.
Voice Recording
Voice recording is handled by a recording system integrated with the telephone exchanges. Recordings are accessible within the dispatch application, where they can be played back or forwarded to the relevant emergency services units’ applications.
International Awards
May 2014, Ostrava
The European Emergency Number Association (EENA) honored the project of the Integrated Safety Center (IBC) of the Moravian-Silesian Region with its prestigious award in the “Outstanding Operational Centre” category.
April 2014, Warsaw
112 Award – Emergency Call Centre, Czech Republic
May 2009, Brussels
EENA 112 Awards 2009, Brussels – National Initiative on 112, for the Czech 112 system solution
June 2003, Trenčín
Gold Medal Fireco 2003 – Information and Communication System for the European emergency number 112.