NICE News Special Edition - Volume 2, Issue 3

	UPDATE FROM JIM PARK SAN FRANCISCO ECD NICE IN THE NEWS NICE MARKS 20^TH ANNIVERSARY MARION COUNTY LAST MESSAGE REPLAY^TM SECAUCUS JUNCTION TELECOMMUNICATOR OF THE YEAR APRIL NUG TOPIC: REDUNDANCY QUICK SURVEY SEE NICE...




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UP CLOSE WITH NICE SYSTEMS' JIMMY LUTZ: LAST MESSAGE REPLAY^TM

In the immediacy and urgency of handling 9-1-1 calls, call-takers often need to make split-second decisions. But this can be made more difficult when a caller is frantic or unintelligible, or if for any reason the call is abruptly disconnected. In this month's issue of NICE News Special Edition, Jimmy Lutz, director of marketing for NICE System's Public Safety Division, answers questions about Last Message Replay^TM (LMR), NICE's advanced solution that provides call-takers with "one-click" access to captured 9-1-1 calls.

NICE News: What is Last Message Replay and why do call-takers need it?

Jimmy Lutz: When a panicked caller dials 9-1-1, in an instant that caller's life can hang in the balance. The call-taker must be able to make split-second decisions to assist the caller. The ability for the call-taker to hear, understand and instantly recall "word for word" what was said can directly impact the call-taker's speed and accuracy in dispatching assistance. In the most urgent of situations, it can also make a life or death difference. This is where Last Message Replay, also called LMR for short, can help. LMR can help call-takers provide superior emergency assistance in even the most difficult of situations. A NICE software application designed to allow the instant replay of recorded telephone or radio communications, LMR helps call-takers verify important details and make better informed, real-time decisions when handling emergency situations.

NICE News: Can you me tell me more about how Last Message Replay works?

Jimmy Lutz: Last Message Replay is a software application that resides right on the call-taker's workstation. The LMR control screen (pictured below) takes up very little space on the workstation and gives call-takers access to emergency calls with a single mouse-click or keystroke. This puts the instant replay controls right where they belong - within your call-takers' reach. The result is faster reaction time for call-takers, who can now instantly replay calls right from their workstation.

With just one mouse click or keystroke, the call-taker can instantly replay the last call received or the elapsed part of a call that is currently in progress. LMR includes a programmable "hot key" feature that lets you program any key on the workstation keyboard to initiate one-touch replay of the last call. Call-takers can also readily view a list of recent calls to select a specific call for replay. For those that operate with minimal keyboard or mouse input, LMR can integrate seamlessly into touch screen environments.

Thick accents, a heightened emotional state, and many other factors can make it difficult for a call-taker to understand exactly what the caller is saying. Using LMR, the call-taker can replay a call at slower than normal speed, without affecting the pitch of the caller's voice. With LMR's looping capabilities, a call-taker can mark a specific segment of audio to replay over and over.

NICE News: You mentioned that LMR is a software only solution? Does that mean I don't have to buy any additional hardware?

Jimmy Lutz: That's correct. Last Message Replay is a software application that works with almost all NICE recording platforms. It is installed right on the call-taker's workstation and no additional hardware is required. That's also good news from a space saving standpoint too because it means your call-taker's console won't be cluttered with another desktop device.

NICE News: What are some of the other main features and benefits of Last Message Replay?

Jimmy Lutz: In our many years developing products for the public safety sector, we've learned that PSAPs want solutions that are both easy-to-use and enhance their ability to improve productivity and service. Last Message Replay offers both. LMR's interface is extremely intuitive and effortless to use. This reduces the PSAP's training burden and gets call-takers up to speed much more quickly. At the same time, Last Message Replay includes many advanced features you wouldn't expect to find in an instant replay tool. These features - such as the ability to flag emergency calls with text or speech annotations, and the ability to save calls as .wav files and email them to supervisors for review or training - can contribute to productivity and service improvements in the comm center.

Want to learn more about Last Message Replay? Email NICE at Welcome@nice.com or visit www.nice.com/products/multimedia/last_message_replay.php.

ABOUT JIMMY LUTZ

Jimmy Lutz is marketing director for NICE Systems, Inc. He has over 13 years' experience working for organizations in the government sector including Lockheed Martin. Jimmy is a former member of the National Guard and the U.S. Army, and a graduate of the United States Military Academy at West Point and the Harvard Business School. A published author (NENA Emergency Number Professional Magazine, 9-1-1 Magazine, APCO Public Safety Communications Magazine, Mission Critical Communications Magazine, Radio Resource International), Jimmy has written numerous articles on the topic of recording technology and 9-1-1 centers. He is also a frequent presenter at APCO and NENA conferences.