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  Reply # 663784 29-Jul-2012 23:44 Send private message

kingjj: Emergency call takers are required to confirm phone numbers as a part of standard questioning, even with CLI (caller location information) the numbers displayed are often incorrect (for instance, often if you are roaming onto a different network to place a 111 call the number will show on the CLI as a network roaming number). CLI is not full proof and often incorrect or non-existent. If you call from a landline than normally (not always) it will provide your physical address, however you will still be required to confirm this as location it it not always exact. If you call from a cellphone it will usually display your number and the area you are calling from (eg 21123456 Auckland Mobile).

Please visit 111.govt.nz for more information on the type of questioning used by the services and advice for making calls.

tardtasticx, you could make a complaint, but I can tell you that if your only issue is what you've typed than your complaint won't go anywhere. There's nothing offensive, unprofessional or inappropriate about that question, IMHO I would consider it a good question for building rapport with the caller. Give the Call Takers a break, the job is extremely stressful and the idle small talk helps to make the situation less tense.


Entirely this! It's not like they were giving you over the phone instructions on how to resuscitate him and started this in the middle of it. 

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  Reply # 663827 30-Jul-2012 09:20 Send private message

Always remember that friendly 111 call I received from the dispatcher asking if there was an emergency in my location. Seems I had been dialling 111 via my pocket thanks to an unlocked phone.

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  Reply # 663897 30-Jul-2012 11:12 Send private message

What you perceive as casual could just be them keeping calm or trying to keep you calm, and I don't see the problem with them trying to confirm that you've given a legitimate phone number.

As for the police not showing up when a gang member tried to force their way in, did you ever make a complaint?

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  Reply # 663909 30-Jul-2012 11:39 Send private message

CLID can be easily spoofed, especially with VoIP - So I don't think that the call taker checking this is wrong.

028 numbers are not common, and so a little bit of extra validation by the call taker could mean the difference between life and death for someone.




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  Reply # 663910 30-Jul-2012 11:40 Send private message

nzkiwiman: Always remember that friendly 111 call I received from the dispatcher asking if there was an emergency in my location. Seems I had been dialling 111 via my pocket thanks to an unlocked phone.


That's an NSEC, Non Speech Emergency Call. Most get filtered out by Telecom the rest are sent through to Police for follow up. You must have been pushing buttons while in your pocket or there must have been sounds of disorder for it to get sent to Police.

Re making a complaint, if tardtasticx wants to make a complaint now against Police, due to the historic nature of the issue he'd be best to write to the district commander for his area in the first instance, details on the police website. However as it is historic he may not get much of a result.

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  Reply # 663913 30-Jul-2012 11:44 Send private message

tardtasticx: 
I think its just so inappropriate to be saying stuff like that while I'm trying to get this guy help.

-Sam


I'm with the 111 operator.... they are trying to accurately identify your number which by self admission is unusual.



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  Reply # 663921 30-Jul-2012 12:06 Send private message

A guy walks into a bar.....
Oops sorry, wrong thread (couldn't resist).
Wink





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  Reply # 664107 30-Jul-2012 17:18 Send private message

I've had to call 111 for legitimate reasons twice now. The second time (fairly vicious assault on some friends a couple of months ago) all the dispatcher said was to "walk to the Police station." Outrage, etc.









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  Reply # 664253 30-Jul-2012 21:23 Send private message

mattwnz: A bit surprising, but then again nothing surprises me these days. You would think their computer systems would actually show the network it was calling from anyway. Or perhaps their computer systems are a bit out of date.


LOL, isn't the 111 service contracted to a Telco?

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  Reply # 664262 30-Jul-2012 21:36 Send private message

bradi:
mattwnz: A bit surprising, but then again nothing surprises me these days. You would think their computer systems would actually show the network it was calling from anyway. Or perhaps their computer systems are a bit out of date.


LOL, isn't the 111 service contracted to a Telco?


Telecom answer a 111 call first, establish which service you require and transfer you. Police/Fire/Ambo all operate their own in house communications centres with their own staff. Telecom don't put in jobs or give advice, they just establish its genuine call and push the button.

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  Reply # 664265 30-Jul-2012 21:39 Send private message

kingjj:
bradi:
mattwnz: A bit surprising, but then again nothing surprises me these days. You would think their computer systems would actually show the network it was calling from anyway. Or perhaps their computer systems are a bit out of date.


LOL, isn't the 111 service contracted to a Telco?


Telecom answer a 111 call first, establish which service you require and transfer you. Police/Fire/Ambo all operate their own in house communications centres with their own staff. Telecom don't put in jobs or give advice, they just establish its genuine call and push the button.


Well there's a value add then... verifying the number / locality (which only a telco can do).

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  Reply # 664302 30-Jul-2012 22:50 Send private message

bradi:
kingjj:
bradi:
mattwnz: A bit surprising, but then again nothing surprises me these days. You would think their computer systems would actually show the network it was calling from anyway. Or perhaps their computer systems are a bit out of date.


LOL, isn't the 111 service contracted to a Telco?


Telecom answer a 111 call first, establish which service you require and transfer you. Police/Fire/Ambo all operate their own in house communications centres with their own staff. Telecom don't put in jobs or give advice, they just establish its genuine call and push the button.


Well there's a value add then... verifying the number / locality (which only a telco can do).


There is no point in Telecom verifying number/location, they don't have anything to do with the calls once they are transferred. The Telecom 111 centres have access to the same CLI information that the emergency providers do. They don't have direct access to Poll a cellphone nor do they need it. It is the job of the emergency call takers to locate callers, and if need be communicate with the telco providers directly to get subscriber details or request Polling of a cell phone. Call Takers are trained in the best techniques/questions to locate callers which can often take several minutes to confirm, however while they are do this they are also entering vital information to assist with a response, having Telecom do the location step would just delay a response further.

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  Reply # 664327 30-Jul-2012 23:52 Send private message

Personally if I was in enough trouble to ring 111 I would prefer they knew where I was calling from asap.

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  Reply # 664342 31-Jul-2012 00:34 Send private message

bradi: Personally if I was in enough trouble to ring 111 I would prefer they knew where I was calling from asap.


Which is why you stay as calm as possible and answer all the questions you are asked by the emergency call taker who has under gone months of specialist training, rather than the Telecom Operator whose done a short induction in how to push one of three pictures on a computer screen.

Or call from a landline with functioning CLI.

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  Reply # 664378 31-Jul-2012 09:33 Send private message

nzkiwiman: Always remember that friendly 111 call I received from the dispatcher asking if there was an emergency in my location. Seems I had been dialling 111 via my pocket thanks to an unlocked phone.


They weren't ringing you up to see if there was an emergency , they were ringing you up to give you the message to lock your phone! (They can usually tell the difference between someone ringing up with a real emergency and not being able or willing to talk, and an unlocked phone or toddler playing.)




 

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