Emergency Call Centres


DGT has been active in the ICT market since 1991. Our company specialises in designing software and electronic equipment as well as implementing ICT systems. We have our own production potential, enabling us to manufacture our own equipment and provide its long-term service.

Based on the experience gained during the implementation of projects for clients such as the Polish Ministry of Defence, Border Guard or the Ministry of Interior and Administration, DGT successfully implemented the system operating the emergency number 112 in Poland.

The construction of the system started in 2011, and the first 112 Emergency Call Centres were alreadyoperating during the UEFA Euro 2012. By the end of 2013, our company had commissioned 17 regional Emergency Call Centres. The 112 system was built on the basis of special DGT Communication Servers, forming a coherent Integrated Communication Subsystem. The Communication Servers offer the following capabilities:

  • Handling telephone calls to 112
  • Recording telephone calls
  • Handling text messages
  • Compatibility with means of radio communication
  • Operation of the Integrated Communication Subsystem in conjunction with Decision Support Systems (DSS)

In view of the strategic importance for public security, the system was designed to provide a very high level of reliability. It was built on the basis of the DGT MCS telecommunication server and meets the needs of the Policein Poznań in the Poznań District. The system was modified in 2012. Advanced call handling algorithms combined with the DSS systems guarantee efficient acceptance of emergency calls, reduce the time to start a conversation with the applicant (under 10s) and enable call handling optimisation. The DSS system uses an API developed by DGT and made available as the DGT_ext interface.

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In late 2014/early 2015 DGT expanded the Emergency Call System by two National Centres, equipped with data processing centres with such functionalities as telephone call and text message archiving. The system was also provided with SIP TRUNK links for communication with the telephone system in PSTN network and with IP links enabling the connection of an increased number of system IP subscribers (Operators, Dispatchers). At present, the system allows ca. 69 million calls to be answered and recorded every year. Additionally, as part of the system, 45 Integrated Emergency Medical Service Dispatch Centres was placed in service.

The basic component of the DGT MCS system are Communication Servers. Each of the Communication Servers is connected to PSTN network via digital PRI links and SIP TRUNK links. For security reasons, all communication routes are doubled. Some of the aforementioned links are used exclusively for answering calls made to 112 emergency number, while others enable the remaining voice communication of 112 operators, e.g. consultations with experts.

Each Communication Server operates DGT 5810-10 Dispatcher Consoles (total 711 consoles) with DGT KSW application to support the Operators in their duties. The application is a product developed by DGT to provide intuitive operation. DGT KSW software has been tailored to users' needs based on many years of experience and close cooperation with personnel using DGT MCS on a daily basis. An Operator's workstation is equipped with: DGT Dispatcher Console and Access Station, which is a communication system component enabling collection of data from conversations with callers. Each Operator has a unique profile, defining the appearance of application screens and functions available. An Operator logs on the Access Station and the logon and choice of the corresponding profile in DGT MCS is automatically executed via data exchange between the systems. The interface used for data exchange is the DGT system API, specially designed for operation with DSS systems to provide advanced dispatcher telephone and radio communication functions.

The system makes it possible to receive telephone calls and non-voice communications, such as SMS and FAX messages. Dedicated Integrated Communication Subsystem features enable queueing of non-voice communications in a similar way as telephone calls. The emergency call queue is a multi-media queue. To optimise the work of Operators in the entire country the "call delocalisation" rule has been implemented. In practical terms, it means that a 112 call can be handled by any Operator in the country. Automatic distribution of calls and uniform workload of Operators in the whole system is provided by EACD (External Automatic Call Distribution) applications, a solution developed by DGT. After initial call identification and interview, each Operator transfers it to the relevant service operating in a particular area. While conducting an interview, a DSS system Operator fills in a call card and then transfers it to DSS systems of services such as the Police, Emergency Medical Services or Fire Service. A call card can be transmitted to the services with or without a telephone call (call terminated at the Operator level). In case of mass calls, DGT MCS software guarantees an efficient distribution of calls, minimising the waiting time before answering emergency calls.

Since every call has to be automatically associated with a call card (opening of a call card at the station receiving the call transferred by an Operator), the State Emergency Medical Services system uses the DGT MCS system as well as features for automatic association of calls with call cards. The State Emergency Medical Services is equipped with 45 Integrated Medical Dispatch Centres, with Dispatchers using DGT KSW application running on DGT Dispatcher Consoles and DSS PRM application running on the Access Stations linked to Dispatcher Consoles. The interface used in the cooperation between DGT MCS and DSS PRM is the same API as that used by Operators. The DGT_ext has been developed to enable operation in conjunction with any DSS system in which DGT_ext components are implemented as necessary to achieve the desired functionality. The DGT_ext is designed to enable continuous development and expansion of the available functionalities. The national DGT MCS system for handling 112 calls offers not only telephone functionalities, but also radio communication features. Radio communication is used by dispatchers to communicate with field teams working directly at the scene of the incident. DGT MCS enables connection of various radio systems, such as DMR, TETRA or analogue systems. Operators can use radio communication from Dispatcher Consoles via all the base stations connected to the system. DGT MCS also enables radio communication of services using different means of radio communication, which cannot communicate directly via radio because of incompatible technologies and/or different bandwidths. An additional advantage of DGT MCS is the possibility of connecting telephone subscribers with radio users, e.g. a caller with a police car, to enable the caller to pass information directly to the officers taking part in the action. This feature significantly reduces the time taken to transmit important information to the officers in the vehicle and makes it possible to correct the information as necessary due to the new developments. The used solutions based on DGT MCS form a coherent nationwide radio system, ensuring not only voice communication itself, but also its continuous recording and archiving. Operators and Dispatchers can access the recorded telephone and radio calls within their user rights.

DGT MCS is a system based on advanced technology, integrating diverse means of communication and enabling recording of the calls handled and comprehensive cooperation with third party systems, such as DSS systems. The system is proven and well-tested in such critical applications as 112 emergency number call handling and operation of the dispatchers of State Emergency Medical Services in Poland. DGT's advanced technical resources and highly qualified specialists guarantee continuous development of the system and excellent support for DGT product users.

Proposed products

Integration of telephone and radio communication in one telecommunication system

A telecommunications server integrating classic TDM telephony and new VoIP technologies

A small size telecommunication server integrating TDM and VoiP technology.

Rozwiązanie sieciowe, umożliwiające nagrywanie i archiwizację treści głosowych, wideo i tekstowych.

Recording of telephone, radio, telefax and modem connections

The terminal provides the user with telephone, radio and other functionalities in the DGT MCS System

Station of any workstation for conducting tasks in an interactive way

Multifunctional telephone terminal for handling communications in the advice system, secretary-office or dispatcher