November 06, 2009 10:46 ET

PlantCML® Next-Generation Call Processing Solution Seamlessly Secures the Allegheny County Emergency 9-1-1 Center for the G-20 Summit

TEMECULA, CA--(Marketwire - November 6, 2009) - Allegheny County, Pa., Emergency Services 9-1-1 Center handled a considerable increase in emergency calls without any additional public tension, despite the significant population surge at the recent G-20 Summit. Pittsburgh was host to the G-20 Summit held from September 24-25, 2009. President Obama chaired the meeting of leaders from countries around the world that represent 85 percent of the world's economy. The PlantCML® next-generation call processing solution, Sentinel® Patriot®, enabled the counties' call takers to manage the increased call volume effortlessly.

"When we have a major international event in our backyard, such as the G-20 Summit, it is imperative that our call processing solution goes unnoticed. We can increase manpower and set up command posts, but if our system goes down, it just won't matter how prepared we were," said James Thompson, 9-1-1 coordinator, Allegheny County Emergency Services. "The Sentinel Patriot call processing solution from PlantCML worked as it should -- without any issues. Our call takers and dispatchers were able to process their calls with the utmost professionalism and dedication to the citizens and visitors alike."

The flexibility of the Sentinel Patriot call processing solution allowed call flow routing to be easily reconfigured, aligning with the County and its respective agencies to handle the increased traffic during the G-20 Summit. The public safety organizations within the city of Pittsburgh and Allegheny County, in conjunction with more than 30 additional law enforcement agencies, worked together to ensure the G-20 Summit caused minimal disruption to the city, its citizens and the thousands of foreign visitors.

"It's a phenomenal feat for the Allegheny County 9-1-1 Center to conclude the event with no disturbances or interruptions within the 9-1-1 center and the emergency call taking process," said Darrin J. Reilly, chief operating officer, PlantCML. "We all want the same outcome -- to protect and serve -- from day-to-day incidents to heavily scrutinized international events. The bottom line is that we're all in it to save lives."

The Sentinel Patriot call processing solution is an IP-enabled call processing solution offering highly flexible configurations to meet the needs of small- to medium-sized call centers. It features a fully integrated PBX, improving reliability with features such as automatic hot redundancy of servers and no single point of system failure. The Sentinel Patriot solution also offers a full suite of computer telephony features including automatic call distribution, automatic number identification and automatic location identification.

The Allegheny County 9-1-1 utilizes Managed Services for direct and secure connectivity with the PlantCML Service Management Center, ensuring the reliability of its solutions with the following services: monitoring & response and virus protection.

Additionally, the County 9-1-1 has the ability to mobilize first responders in the case of an emergency with The Communicator!® NXT™ emergency notification system by Dialogic Communications Corporation (DCC), a PlantCML subsidiary. The Communicator! NXT emergency notification system provides full automation of list-based notification procedures, enabling immediate, multi-modal communication via telephone, cell, BlackBerry®, fax, etc. Voice and text messages convey incident-related information or instruction, situational needs and status updates. The Communicator! NXT emergency notification system assesses every contact's skills, certifications and schedule, intelligently filling positions and capturing important feedback, such as the estimated time of arrival, in detailed reports.

About PlantCML (

PlantCML, an EADS North America company, is the industry's leading provider of crisis communications and response technologies. Today, PlantCML is pioneering the next generation of E9-1-1 and secure network communications through Voice over IP-enabled applications, interoperable P25 radio systems and advanced emergency notification technologies. PlantCML's solutions are resident in 14 of the top 20 most populous U.S. cities and largest first responder operations.

About EADS North America (

EADS North America is the North American operation of EADS, a global leader in aerospace, defense and related services. As a leader in all sectors of defense and homeland security, EADS North America and its parent company, EADS, contribute over $11 billion to the U.S. economy annually and support more than 200,000 American jobs through its network of suppliers and services. Operating in 17 states, EADS North America offers a broad array of advanced solutions to its customers in the commercial, homeland security, aerospace and defense markets.

Contact Information

  • Media Contact:
    Tami Timperio
    VP, Marketing
    PlantCML®, an EADS North America Company
    Tel: 951.719.2423