Fire Service Manual Volume 1. Fire Service Technology, Equipment and Media (1998) - part 2

 

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Fire Service Manual Volume 1. Fire Service Technology, Equipment and Media (1998) - part 2

 

 

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Access to emergency call records can be obtained
an enhancement which would allow the telephone
in two forms:
number and address of the caller to be automati-
cally displayed on the EAs own mobilising com-
Normal For investigatory purposes where it is
puter screen.
required as evidence or similar use.
Arrangements for access will be agreed
The advantages of CLI are:
at the time of request.
Caller's number and address automatically
Urgent Where instant access is required to
available on answer, no need for information
respond to a
999 incident.
(Current
to be passed verbally or the EA operator to
equipment means this would take sever-
type. Reduces typing errors.
al minutes.)
Name of BT OAC displayed, for call back if
The authority levels for access required are:
necessary.
Normal Duty Principal Officer
Caller can speak to the EA sooner, reducing
frustration or panic. Address and telephone
Urgent Senior Duty Control Room Officer
number is simply confirmed.
An authorised representative of the EA (not neces-
CLI overcomes the problem of spelling, pro-
sarily the Authorising Officer) must be present
nunciation and language difficulties.
when the tapes are being played at an Operator
Services Centre.
Early indication of hoax calls
- the auto-
address will reveal if the caller is giving a
BT will only keep original 999/112 recording tapes
false address or at a payphone often used to
for a period of 3 months. Evidential quality copies
make malicious calls, or perhaps a mental
can be requested if necessary.
hospital.
BT will apply to the Chief Officer of the relevant
As mobile zones decrease in size the auto-
EA for similar recordings of calls made by the
matic Zone Code may help EAs to question
EAs.
callers who are unsure of their location.
PTO's inform all their customers to use the
BT have devised a system which requires an ISDN
999/112 code when making emergency calls.
link from that operator centre which is used to for-
PTO's do not tape record emergency calls made on
ward CLI to the EACC. On receipt of a call the
any other circuit. However, such calls are
EAs mobilising system will dial into the BT data-
processed despite the use of the incorrect code.
base for address information which will be dis-
played on the EA mobilising screen, this will take
4.1.6 Calling Line Identity (CLI)
less than
10 seconds, (a pilot trial in place at this
time is providing the information in one second).
Since
1985 BT have been modernising their net-
This is technically a dial-up system (which will
work and converting from analogue to digital
have a small cost implication for the EA) but will
exchanges. This modernisation is almost complete
appear automatically to the EA operator.
giving 99% CLI coverage, which means BT oper-
ators have instant access to the callers address on
Trials of this system have commenced in the
40 million lines.
Ambulance service and will shortly commence for
the Police. The Fire Service
(CACFOA) have
Once BT developed CLI for their own operators,
decided to wait for the long term strategic solution,
the emergency services requested an enhancement
when, once European Standards have been devel-
to 999 services to reduce call handling times and
oped, should allow CLI name/address to be passed
the number of hoax calls. Their requirement was
together.
Communications and Mobilising
27

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The trials assess:
appropriate EA Control Centre
(Police, Fire,
Ambulance and Coastguard). In addition the
The performance of the technical solution.
Network Operations Unit draws attention to the
fax by telephoning the Police control, which in
Processes such as audit trails.
turn telephones the other affected EAs. If neces-
sary, progress reports are faxed at periodic inter-
The most cost effective packages for rollout.
vals and finally a fault clearance report is sent once
999 access has been restored. The process includes
Savings in time to despatch (EA).
the provision by BT to the EAs of maps showing
the area covered by each of its exchanges.
Reduction in call handling times (BT and EA).
EAs and relevant PTOs should prepare local
The results of these trials will give BT information
contingency arrangements to cover the receipt
which will be used for the long term solution when
of emergency calls during conditions of serious
the European standard is agreed.
breakdown in the PTO network.
Whichever system is used, it will only be possible
4.1.8 Priority Fault Repair Service
to automatically obtain the telephone number and
address of the caller if they have dialled 999 or
The conditions in the PTO's licence requires them to
112. The system design dictates that these calls fol-
provide a free Priority Fault Repair Service to those
low a certain technological route which safeguards
emergency authorities who receive 999/112 calls on
the integrity of the BT system.
lines connected to the PTO's network. When notified
of any fault or failure which causes interruption, sus-
It will not be possible for any EA to type in a
pension or restriction of the telecommunication ser-
number and interrogate the BT database. By
vices provided by the PTO, the PTO will restore
the act of dialling 999/112 it is deemed a caller has
those services as swiftly as practicable and with a
given consent for this information to be used and,
priority, so far as is reasonably practical, over Fault
therefore, complies with the Data Protection laws.
Repair Services to other persons.
Although in most cases the emergency call is
Where an EACC has connection directly to a PTO
made from the address of the fire, it should not
for an Emergency Call Service, Priority Fault
be assumed that this is so. Experienced EA opera-
Repair Service will be extended to all 999/112 cir-
tors will recognise the dangers and know how easy
cuits in accordance with the relevant condition of
it is to get an affirmative answer to any question.
the PTO's licence. This is Condition 9 of the Cable
& Wireless licence and Condition
10 of the BT
Training on call handling procedures will have to
licence.
reflect this.
The BT Priority Fault Repair Service will apply
4.1.7 Network Resilience
where BT and Cable & Wireless use common ter-
minations supplied by BT.
In the event of a major failure to a part of a PTO's
network, the PTO will notify the affected EAs as
4.1.9 BT National Emergency Linkline
soon as possible after the failure is identified, or is
anticipated.
The National Emergency Linkline is a service
designed to give nominated customers a quick and
The process for informing EA's of any BT
easy means of contacting BT to request assistance
exchange that fails to give customers 999 access
during emergency situations.
commences when a regional Network Operations
Unit (NOU) detects a failure that causes loss of
Nominated customers are primarily the Emer-
999 access. Once the extent of the problem is
gency Services and Local Government, as they
known a report of the failure is faxed to each
would normally be responsible for co-ordinating
28

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emergency incidents. However, the service can be
The National Emergency Linkline number
made available to Health Authorities, the Armed
must not be disclosed outside the organisation.
Forces and those public utilities that are likely to
This will ensure the service is not abused by unau-
play a significant role in major emergencies.
thorised users.
This service has been specifically set up for use in
To get more information (including the National
the event of Civil Emergencies and major disas-
Emergency Linkline number) contact the local BT
ters. It is NOT for normal business enquiries.
Zone Emergency Manager.
BT's modern digital technology uses a flexible call
4.1.10 (Government Telephone Preference
routing tool known as Advanced Linkline Services.
Scheme
This facility can direct calls from a special nation-
al telephone number to one or more pre-selected
The Government Telephone Preference Scheme
answering points. The National Emergency
(GTPS) provides a contingency facility for the with-
Linkline number dialled from anywhere in the UK,
drawal of outgoing telephone services from the
connects the caller to the nearest Emergency
majority of customers on a telephone exchange. The
Linkline reception point, normally the local BT
scheme is designed for use in a serious crisis when
Network Operations Unit. The NOU will ensure
increased use of the telephone network is causing
that a request for assistance is handled promptly
severe congestion and preventing the emergency ser-
and that all necessary parts of BT are alerted.
vices and other essential users from making and
receiving calls. At present the scheme only applies to
The service is available 24 hours a day.
BT and Cable and Wireless.
When requesting assistance a caller must identify
Lines that have their outgoing service withdrawn
themself and the organisation that they represent
under the scheme will retain the capability of
and provide a telephone number on which they, or
receiving incoming calls. Normal service will be
another representative, can be contacted. They
restored to all customers as soon as possible.
should give as much detail about the incident as
possible to enable BT to react quickly.
Rules for the selection of lines for inclusion in the
scheme have been set by Government. These rules
The information should include:
and other information about the scheme are con-
tained in a Government Notice.
Accurate location (e.g. address/grid reference).
The GTPS can only be invoked by the govern-
Casualty situation (e.g. is an enquiry bureau
ment in exceptional circumstances. However,
being set up?).
the facilities it provides can be used by BT or
Cable and Wireless as part of their network man-
Access problems
(e.g. difficult terrain or
agement arrangements if their network is heavily
parking restrictions).
overloaded or damaged.
On-site security (e.g. will BT identity cards
The scheme only operates over PSTN lines. There
suffice?).
is no charge for this service.
Reporting instructions (e.g. who should BT
All exchange connections are placed in three
people report to?).
categories.
Communication needs (e.g. requirements at
Category 1 consists of those lines essential to
the scene/incident control?).
Government and the emergency
authorities in a severe crisis or
Safety issues
(e.g. are there any hazardous
emergency which is affecting the
conditions to consider?).
public telephone network.
Communications and Mobilising
29

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Category 2 includes lines additional to
It is interesting to note that the Coastguard receive
Category
1 that are required to
very few malicious or hoax calls.
maintain the life of a community
during civil emergency.
Education and advice to the public is ongoing, and
will become more important if the Police and
Category 3 covers the remaining lines not enti-
Ambulance services introduce 'second priority'
tled to special preference during an
numbers for minor emergencies.
emergency.
HM Fire Service Inspectorate and CACFOA
All Government departments have a designated
advise against Fire Services using a 'minor emer-
authority to nominate for inclusion in Categories 1
gency' number.
and
2, this process is known as 'sponsoring'.
Sponsors are required to notify BT or Cable
It is not generally recommended that persons
and Wireless annually of the lines they wish to
should call the fire brigade by dialling the fire sta-
nominate for inclusion in
(JTPS. The GTPS
tion or the fire control number direct, and the rea-
administration is handled by BT and Cable and
sons for this are as follows:
Wireless Emergency Planning Managers.
Directly dialled calls cannot be monitored by
4.1.11 Secondary Control
the BT operator.
As well as providing PTO's with secondary and
It is seldom possible to trace the origin of a
alternative numbers, Fire Brigades should have
directly dialled call.
alternative arrangements to cover the receipt of
emergency fire calls during conditions of serious
The call would be delayed if the fire brigade
breakdown, either in BT's network or their own
number were found to be engaged or out of
brigade communications systems.
order.
These arrangements usually involve a 'secondary
Payphone users would need to insert coins
control' set up either in a different building on the
which, in an emergency, might not be readily
same site or at a different location. Consideration
available.
also has to be given to the receipt of calls during
the interim period, EAs should make use of auto-
Entries in telephone books
matic call diversion facilities where possible.
A standard page is included in the preface of all tele-
Managers of Control Centres which normally
phone books on the use of the 999/112 emergency
receive emergency fire calls should run exercises
service. Administrative telephone numbers of fire
periodically to ensure that all staff are familiar
brigade headquarters and other departments or estab-
with the contingency arrangements.
lishments should be inserted in telephone books
under the heading of the local authority concerned.
4.1.12 Publicity/ Public Education
4.2 Cable & Wireless 999 service
The Public Telecommunications Operators and the
(Formerly Mercury Communications)
Emergency Services continue to be actively
involved in various education programmes aimed
Cable & Wireless work within the Code of
at young school children.
Practice for The Public Emergency Call Service
between Fixed Network Operators and the
Apart from the Strategic Framework for Combating
Emergency Services.
Malicious Hoax 999 Calls (DCOL9/96), many sep-
arate initiatives have been taken by the PTO's,
In February 1997 Cable & Wireless outsourced the
Police, Fire and Ambulance services to educate the
management of their Operator Services to a com-
public as well as reduce the number of hoax calls.
pany called EXCELL Multimedia Services Ltd. As
30

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well as handling all 999 calls, Operator services
will be recorded within the call centre by means of
handle Operator
100 and International Operator
an audible and visual signal. The call is immediate-
Services. Any query or problem with the 999 ser-
ly given the highest priority. The operator holds any
vice should be referred to Cable & Wireless.
existing call on the console and answers the emer-
gency call "Emergency, which service please?".
Cable & Wireless handle approximately 2.8 mil-
lion 999 calls each year. It provides service to its
Simultaneously, the operator will have received a
directly connected customers and to the customers
display of the 'calling line identity' - originating
of a number of Other Licensed Operators includ-
callers telephone number, in addition to which,
ing (but not exclusively) cable carriers and mobile
automatic voice recording is activated. If the call
networks. The Emergency Service operators are
has originated from a cellular caller a 5 digit area
located in two call centres in Birmingham and one
zone code will also be presented.
in Glasgow which handle all 999 and 112 traffic
originating or connecting onto the Cable &
At this time, the operator will initiate a search of
Wireless network anywhere in the UK.
the customer records database
(Front Office
Directory
(FRNT)), using the displayed calling
These call centres are fully resilient being on sep-
line identity and/or zone code. If the search is com-
arate power supply lines with separate multiple
pleted successfully, the operator will have the fol-
connections to the Cable & Wireless trunk net-
lowing customer details displayed:
work. The sites have on-site emergency power
generator provision. They share the same manage-
Caller's telephone number.
ment and ancillary structure.
Name.
999 and 112 calls entering or originating on the
Cable & Wireless network are routed by the short-
Address.
est possible route to one of five dedicated switch-
es for Operator Services traffic, located around the
Primary connect
- to numbers of each
country. These switches form a complete resilient,
Emergency Service.
fully networked five-node system for routing traf-
fic to the Operators. The system has full 24 hour
Secondary connect
- to numbers of each
support and queues have Real Time Management
Emergency Service.
Information Systems to ensure all calls are
answered immediately. The system is configured
(Where zone code is used, callers name and tele-
to give these calls priority over all other traffic on
phone number will not be available.)
the Cable & Wireless network.
Where callers details cannot be retrieved from
The emergency operators in the Birmingham call
FRNT, then the operator will refer to a 'backup'
centres connect callers to the Emergency Service.
screen on FRNT which will provide the relevant
For reasons of cost and speed the call will route
connect-to numbers in accordance with the callers
over the Cable & Wireless network emerging, if
STD code presented in the calling line identity or
necessary, onto the BT network at the nearest Point
cellular callers given county location.
Of Interconnect to the Emergency Authority. At no
time are BT 999 operators involved in Cable &
If the caller is dialling from a company site, the
Wireless 999 procedures, only BT's local network
operator will ask the caller to confirm their tele-
where required by the Emergency Services own
phone number. By doing this the operator will
telephone network.
have access to a direct dial extension line within
the site. The calling line identity will often only
4.2.1 Operator call-handling procedure
display as a main switchboard number of the site.
When a directly connected, One2One or Cable cus-
The operator will advise the caller that they are
tomer dials
999/112, an Emergency call attempt
being connected to the requested Emergency
Communication* and Mobilising
31

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Service. Once connected and an answer from the
ified police control relevant to the area and advise
Emergency Service is gained, the Operator will
of the caller's attempt and any other useful infor-
introduce the caller by announcing:
mation e.g., name, address, telephone number.
Operator call centre identification;
If during any 999/112 call attempt where caller's
details cannot be retrieved from FRNT, then the
Customer's calling line identity; or
Operator will contact the Switch Network ' B ' divi-
sion (SNB) to obtain detailed information.
Direct line number, provided by business
caller.
Where the caller is a subscriber of another
Licensed Operator, dedicated 'hotline' numbers
Once these details are given, the Operator will
have been set-up to each operator in order to pro-
hold the call on the console, and leave the call in
vide speedy retrieval of information.
progress, allowing the Operator to become avail-
able to answer other incoming 999/112 calls. The
Cable & Wireless have no plans at present to
Operator will only remain on line if requested to
automatically forward CLI information to
do so by the Emergency Service.
Brigade mobilising systems.
Once the operator has left a conversation in
4.2.2 Enquiries and requests from
progress between the Emergency Service and the
Emergency Services
caller, the console will visually display the call sta-
tus. When the call is complete, and all parties have
In some instances, an Emergency Service may find
cleared the call, the Operator can relinquish the
it necessary to request additional information or to
call. At this point, a call print out will be generat-
seek clarification after a call has been released by
ed, providing the following details of the call:
the Operator. The Emergency Service must call the
designated numbers within the centres and advise
Date.
what additional information is required. The
request will be actioned by a Team Leader or
Relinquish time.
Operator immediately.
Operator distribution cabinet number.
Access to emergency call records and recordings
should be obtained in accordance with the Fixed
Console number.
Network Code of Practice.
Operator identity number.
4.3 Kingston Communications
Call type (999/112).
Kingston Communications Ltd are little known
outside the Hull area but they have run an operator
Calling line identity
(& zone code where
services Department since they were established in
applicable).
1904. One of these services is handling any incom-
ing emergency calls from anywhere in the
Number that the call was extended to.
Kingston Communications network, which is 120
square miles in and around the city of Kingston-
Any operator comments relating to call.
upon-Hull.
They operate under the Fixed Network CoP and
handle approximately
200,000 calls a year, all
operators are trained to handle emergency calls.
Kingston Communications pass calls to
Humberside Fire Brigade using the primary, sec-
ondary or alternative numbers.
32

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Figure
43
4.4 Telephone Number Portability
Emergency text
telephone for the
Telephone number portability means that sub-
deaf
scribers can keep their existing number when they
(Photo: Typetalk)
change phone companies.
Portability was proposed by OFTEL to eliminate
the problems and expense
(mainly for business
customers) of changing a phone number when
changing from one licensed operator to another.
Agreed procedures between the Emergency
Figure 4.4
Services and the PTOs (before number portability
Using a text
trials on the fixed networks took place), ensure that
phone.
customer addresses are always available for use on
(Photo: BT)
emergency calls during the transfer.
Licence modifications are now proposed for the
mobile networks, this means that from January 1st
1999 portability will be extended to mobile phones.
The ability to obtain customer record information
on mobile networks will become almost impossible.
Portability will be between mobile and mobile or
fixed and fixed networks. There will not be con-
vergence between the two systems for the foresee-
able future.
ordinary telephone uses a textphone, which is like
4.5 Emergency Text Telephone
an ordinary phone but has a keyboard and screen,
Service for the deaf
to dial the Typetalk Text Users' Emergency
Service on 0800
112 999.
Typetalk - (DCOL 6/ 1995,
DFM 5/1995)
The operators employed by Typetalk are highly
trained and fully familiar with the needs of deaf
The Director General's OFTEL Advisory
and other text phone users.
Committee on Telecommunications for Disabled
and Elderly People
(DIED advised that all
Typetalk procedure for dealing with incoming
involved in the 999 service should take account of
Emergency calls
the need to establish uniform access to the emer-
gency services for people with severe speech and
(1) Receive call on Text Users Emergency Service
hearing difficulties.
(TUES) terminal. Emergency calls take priori-
ty over all other switchroom activity.
To that end the Text Users' Emergency Service
was launched in March 1995.
(2) Establish the number from which the call is
being made.
Run by Typetalk, which is part of the RNID, and
funded by BT, it gives deaf, deaf and blind, deaf-
(3) Establish the service required by the caller.
ened, hard of hearing and speech-impaired people
access to the Emergency Services. A deaf or
(4) Attempt to obtain name, address and location
speech-impaired person who is unable to use an
of incident if different from caller's address.
Communications and Mobilising
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(5) On obtaining minimum information
(calling
The ETD network is almost exclusively used by rail-
line number and service required) dial out to the
way personnel although, in some circumstances,
required Emergency Authority using BT 999
possibly an emergency situation, it could be used
service and instruct BT to connect Typetalk to
members of the public. Dialling 999/112 from this
the EA for the calling number given.
network connects the caller to an RBRT Operator,
not to a BT Operator Assistance Centre. To avoid
(6) On connection with the EA, the Typetalk
any confusion all RBRT phones are clearly marked.
operator will relay the call between Text
caller and EA by voice. BT operator will nor-
An Emergency Call is defined as a call from any
mally remain on line to monitor call and offer
source, concerning an incident, for which the
assistance with locations, etc.
caller requests the assistance of any of the
Emergency Services. Emergency calls will only be
The text side of all calls is recorded on disk for
answered by RBRT Operators who are trained and
future review/investigation, if necessary.
certified as competent to do so, all emergency calls
will take priority over any other call and acted
Departures From Standard Procedure
upon even if it is a repeat call.
In the event that Typetalk are not given the calling
There are currently five designated Switchboards
number by the caller, attempts will be made to
which would normally receive emergency calls,
establish their location. This allows for connection
these are at Crewe, Glasgow, London Waterloo,
of the call to the appropriate EA using the county
Swindon, and York.
lists and direct connect-to numbers.
Emergency calls from any part of the country could
In the event of failed connections, or calls which
be received at any of the designated Switchboards.
go off-line mid-stream, the back up CLI (Calling
The operator begins by asking which service the
Line Identity) printer is used to try and establish
caller requires and the location of the incident.
the calling number. Attempts will be made to con-
Location details are entered into the Telephone
tact the calling number. If contact with the caller is
Operators Directory System
(TODS) which will
not successful a call is made via the BT 999 ser-
show the primary and secondary connect-to num-
vice to the Police control for the area of the calling
bers of each Emergency Service Control Centre.
number to report a failed Emergency Call.
Emergency calls on this network will almost
always originate from a railway location, although
It should be noted that the CLI is not always
it is possible for the switchboard to receive calls
received. It may be suppressed by the caller, or be
from non-railway locations. In this situation loca-
from a network which does not share CLI with the
tional information is unlikely to be found on the
BT network.
TODS database and the RBRT Operator will
endeavour to obtain enough information (such as
The service is tested at regular and frequent inter-
the nearest town, etc.) to correctly route the call.
vals. This testing involves Typetalk and BT
responses, EA's and BT are not informed of the
If the EA primary number is unobtainable, or not
times of any test calls.
answered within 30 seconds, the RBRT Operator
will try the secondary number. If this is not
4.6 Emergency calls from the
answered, or is unobtainable, then the call is
Railway Industry Network
passed to the Civil Police. The number given by
the RBRT operator is an ex-directory emergency
Since British Rail was fragmented into a number
ringback number.
of different companies and franchises the collec-
tive term used is the 'Railway Industry'. The rail-
RBRT will remain on the line until the EA opera-
way industry has it's own telephone network - the
tor has all the required information and the call is
Extension Trunk Dialling network (ETD) operated
complete.
by RACAL-BR Telecommunications Ltd (RBRT).
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All details of emergency calls are recorded on an
The history of GSM started in 1978 at the World
Emergency Call Record Form which is kept for
Administrative Radio Conference (WARC) where
one year, as well as recorded on audio equipment
the radio frequency band for cellular mobile sys-
and kept for one month.
tems was agreed upon.
4.6.1 Payphones
In 1982 a committee was set up to ensure that the
frequencies allocated to cellular radio were being
The card payphones situated on trains for public
used correctly and to co-ordinate plans for a
use are not part of the ETD network. These 'phones
European standard. This committee was called
are GSM 'phones which accept prepaid 'smart'
'Groupe Special Mobile", the European standard
phonecard and credit cards. GSM public payphones
has taken its name from this committee, hence
are also installed on some domestic coaches,
GSM.
Scottish and cross channel ferries and Eurostar
trains. Phones on the cross channel services have
In
1987 twelve countries agreed to sign a
the added facility of 'roaming' onto the French and
Memorandum of Understanding to design and
Belgium GSM networks.
implement GSM. Work on the technical develop-
ment of GSM continues through the European
It should be noted that it is not possible to make
Telecommunications Standard Institute (ETSI). In
999/112 calls from these payphones. The phones
1990 the GSM initials were changed to represent
are clearly marked to inform the public that
the new title 'Global Systems for Mobile
999/112 calls are barred.
Communications'.
4.7 Cellular communications
GSM, now considered an international standard,
was developed to ensure compatibility across cel-
Cellular radio is a telecommunications service
lular networks, allowing mobile phones to operate
which allows people with mobile phones to make
in different countries.
and receive 'radio' telephone calls within the ser-
vice area to and from almost all national, interna-
GSM means there will be an increasing number of
tional and other mobile phone network numbers.
overseas customers using their mobiles on UK net-
works ('roamers'). 'Roaming' may cause problems
In the early
1980's Government and Industry con-
in tracing silent or difficult emergency calls.
cluded that British business would be handicapped
Although the mobile number will inform the
without adequate mobile communications. To this end
British PTO of the caller's country of origin, any
cellular licences have been granted by the Department
trace can only be done by dialling the caller back.
of Trade and Industry (DTI) since June 1985.
The call will be routed via the country of origin
which has cost implications for EAs and PTOs.
The cellular licence issued by the DTI and moni-
Additionally, many 'roamers' have incoming calls
tored by OFTEL prohibits some network operators
barred because the cost of the call from their coun-
from dealing directly with customers. This has cre-
try of origin is charged to their own number.
ated a complex multi-tiered market structure com-
prising of Service Providers, Dealers and High
It is unlikely a call from a 'roamer' could be
Street Retailers.
traced. Therefore, it is reasonable to consider
these calls un-traceable.
This complex structure has implications when
trying to trace an abandoned call on a cellular
4.8 Cellular 999 services
network.
The cellular operators 999/112 call service is based
The original cellular 'phones were analogue but by
on six northern Operator Assistance Centres
1997 there were twice as many digital phones as
(OACs). BT handles all 999/112 phone traffic for
analogue, many of them utilising 'Global Systems
Cellnet, Vodafone and Orange. One2One emer-
for Mobile Communications' (GSM).
gency traffic is handled by Cable & Wireless.
Communications and Mobilising
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Cellular network companies found several prob-
4.8.1 Name and Address Information of
lems that had not been experienced to such a
Mobile Callers
degree with the fixed networks. To help over-
come these problems a Code of Practice was
The licence agreements of Cellnet and Vodafone
devised under the auspices of the Home Office
restrict these companies from dealing directly with
999 liaison Committee - The Public Emergency
subscribers, their services can only be bought
Call Service
(PECS) for Mobile Radio
999
through Service Providers.
Emergency Access.
Although EA's require
24 hour access to sub-
When a 999/112 call is generated on the cellular
scriber records, the records of Cellnet and
network, it is received by the base station provid-
Vodafone customers, who have purchased their
ing the strongest signal, generally this will be the
mobile telephone from an independent Service
nearest cell site to the location of the caller.
Provider, are not always available on a 24 hour
However, because the transmission is radio, sev-
basis. The Service Providers are not obligated by
eral conditions may influence where the signal
their licence to provide 24 hour access to customer
travels to i.e., local topography, poorly positioned
information. Therefore, it may be difficult to fol-
aerials on vehicles, or weather conditions. Also
low-up a 999 call which has been interrupted or
the fact that cellular frequencies travel exception-
terminated in suspicious circumstances.
ally well across water add to the contributing
factors.
The Federation of Communication Services (a trade
association of the mobile communications industry)
The incoming call will be transferred to the fixed
have informed OFTEL that it is not commercially
network providers through their OAC's and pre-
viable for all Service Providers to provide 24 hour
sented to the Operator by means of a 4 digit zone
access given the small number of cases involved.
code. Zones roughly mirror county boundaries and
are used to direct the call to the correct emergency
The licence agreements of One2One and Orange
authority. The zone code accesses the OAC's data-
enable them to supply their customers directly.
base and produces the connect-to-number for each
Therefore, most of their subscriber information is
of the emergency services.
available on a 24 hour basis. Only a small percent-
age of their customers use High Street service
Mis-routing of cellular calls generally happens
providers.
because of the reasons stated earlier. It is also not
possible to impose the same boundaries as with a
It should be noted that licence agreements are sub-
land line system, this is especially apparent in rural
ject to change. However, Brigades will be kept
regions where one transmitter may service quite a
informed of all 999 issues through the 999 Liaison
large area. With the growth of the Cellular indus-
Committee.
try and zones becoming smaller, the occurrence of
long distance mis-routing is likely to become less
Subscriber information for Cable customers is held
common.
by BT and Cable & Wireless.
The mobile companies recognise the difficulties
4.8.2 Release of Subscriber information
incurred by the Emergency Services when a call is
mis-routed. To keep these mis-routes to a mini-
The principles and procedures applying to the
mum, they require the emergency authorities to
recording of calls, and the release of subscriber
inform the mobile companies when a mis-route
information for emergency calls originating in any
has taken place to enable then to investigate the
mobile network, is the same as those applying to
circumstances surrounding the call.
emergency calls originating in the fixed network.
The final responsibility for the overall correct rout-
All the cellular 999/112 services work in much
ing of 999/112 emergency calls rests with the cel-
the same way. Therefore, a detailed description
lular companies.
of one system may be helpful.
36

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4.8.3 System Description - ORANGE
enough away to prevent interference.
Orange Personal Communications System (PCS,
The very nature of the provision of radio telephone
sometimes referred to as Personal Communi-
communication means that users do not necessari-
cations Network (PCN)) use BT's facilities to con-
ly know their exact location and the radio commu-
nect
999/112 calls to Emergency Authorities
nication system cannot pin-point the caller either.
Control Centres (EACCs). All 999/112 calls gen-
The resultant problem in a cellphone user having
erated from the Orange digital network will be
to detail this information when making a 999/112
routed to one of six BT Operator Assistance
call is likely to lead to delays in satisfactorily
Centres from one of thirteen Orange switches,
reporting particular incidents. However, in every
each of which has a minimum of two routes into
case the caller should be asked to state their loca-
BT's network. Routing design within Orange
tion.
ensures that 999/112 calls are sent to BT at the
originating switch first, followed by alternative
4.8.4 Cell/EA Boundaries
routing throughout the total network. This guaran-
tees delivery of a 999/112 call in all cases, barring
Comparison of cell site boundaries and EA bound-
a major network disaster within Orange.
aries shows that cell boundaries are unlikely to
overlap more than two adjacent EA coverage
The principle behind Personal Communications
areas. Where a cell coverage area straddles two or
Networks (PCNs) is the multiple re-use of valu-
more EA coverage areas, a particular EACC will
able radio channels. The country is divided up into
be agreed and nominated, to which 999/112 calls
a series of 'cells', each served by its own low pow-
from that cell are to be directed.
ered transmitter/receiver
(base station). Each of
these base stations is assigned a set of frequencies
4.8.5 Routing 999/112 Calls to EACCs
differing from those assigned to adjacent cells. The
resulting pattern can be repeated enabling radio
To enable the Operator to connect a cellphone
channels to be used again but geographically far
999/112 call to the correct EACC, a map of the UK
A CUSTOMER
WITH A FIXED
PHONE
CONNECTIONS TO :
LOCAL
LOCAL
OTHER PCN PHONES
EXCHANGE
EXCHANGE
CELLULAR PHONES
ONE 2 ONE
ONE 2 ONE
INTERNATIONAL CALLS
PCN
PCN
TELEPHONE EXCHANGE
TELEPHONE EXCHANGE
PCN BASE
PCN BASE
PCN BASE
PCN BASE
STATION
STATION
STATION
STATION
PCN CUSTOMER
Figure 4.5a
Figure 4.5b
Figure 4.5 Ax the caller moves around between cells, the PCN system automatically switches the signal between base
stations without interrupting the call.
(Graphic: One 2 One)
37

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with EA zone code areas has been created. The EA
4.8.8 Misrouted Calls
boundaries generally follow county boundaries.
Each cell within the agreed EA boundaries is
Base station radio reception areas cannot be
mapped to a four digit zone code, (Orange zone
sharply defined or matched exactly to EA bound-
codes are prefixed with '3'Cellnet zone codes are
aries. Therefore, for some base stations, it is
prefixed with '2 ', Vodafone zone codes are pre-
inevitable that a small proportion of calls will orig-
fixed with 'O'). Each zone code will be mapped by
inate outside the boundaries of the agreed EACC.
BT to the four EAs within the boundary area, each
Also, there are several other reasons why the base
of which will have advised the PTO of primary,
station handling the call may not be the closest to
secondary, alternative and evacuation EACC con-
the incident i.e.:
nect-to numbers.
The caller is moving and delays reporting an
On receiving a cellphone 999/112 call, the BT
incident.
Operator's console displays the caller's number
(CLI) and a zone code which identifies the origi-
A distant base station across water can some-
nating base station. A list of EACC connect-to
times provide a stronger radio path than a
numbers corresponding with the zone code is
closer one on land.
automatically displayed for selection by the
Operator.
If the caller is in the radio shadow of a hill or
large building, a more distant base station
4.8.6 Cell ID Look-Up Failure
may be selected.
Failure to display an EACC connect-to number on
Cellular radio signals can travel long dis-
receipt of cell ID/zone code information is
tances in certain weather conditions.
extremely unlikely. However, should this occur the
Mobile Operator will tell the cellphone caller that
The nearest base station is already fully occu-
there is a network fault and that some information
pied.
checking will be necessary. Orange will locate the
origin of the call by determining the cell ID, using
It is also possible that the cell ID could give an
its inherent network facilities. Once the cell ID is
incorrect but apparently valid code to the Operator
provided, the Mobile Operator will refer to a look-
due to a faulty console or a fault in transmitting the
up table and forward the call to the corresponding
display information from the switch.
EACC. This call tracing facility can only be car-
ried out if the calling cellphone holds the connec-
Once connection is established to the EACC, it
tion. Post event traces are not possible but records
is the responsibility of the EA operator to estab-
are kept by Orange which include time of call,
lish that the call is relevant to the EA area, or to
duration, originating cellphone number and the
instigate means of transfer if it is not.
cell which received the call. These records are kept
and available for cross-checking for approximate-
This can be achieved in a number of different
ly three months.
ways:
4.8.7 EACC Connect-to Numbers
In most cases the EA will take the details of
the call and pass the information on to col-
The EAs should aim to provide at least two weeks
leagues in the correct authority.
notice of changes to primary, secondary, alterna-
tive and evacuation connect-to numbers to the
The EA operator may recall the Operator
relevant PTO and mobile operator, who will fol-
back into circuit and request that the call is
low their mutually agreed update procedure. The
passed to another EACC. This may be a dif-
date and time that the new numbers become
ferent emergency service.
effective should also be stated.
38

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The EA operator may advise the Operator of
until recently many brigades felt that such systems
the correct EA to handle the call. The
were out of their reach due to the high cost factor
Operator will then look-up the appropriate
in providing the equipment, together with the unit
connect-to number.
cost of calls. The situation has changed quite dra-
matically over the past few years, in that satellite
If it is not possible for the EA to advise the correct
communications is now considered an every day
connect-to number, or even the correct county,
form of transmitting data. The present day equip-
then the Operator will instigate a call trace proce-
ment is both readily available at a reasonable cost
dure as described, resulting in Orange providing
for its provision and use.
the location where the cellphone accessed the
Orange network. The Operator will then re-route
Such a system of communicating has been
the cellphone customer to the applicable EA.
employed by some UK brigades in the past, most
notably when a system was obtained on loan and
The ultimate responsibility for redirecting the
used successfully, by members of UK Fire Brigade
call to the correct EA, however, will rest with
Search and Rescue Teams whilst in Armenia, fol-
the operating company who will take all rea-
lowing the earthquake disaster. Some Fire
sonable steps to do so.
Brigades in Europe regularly use satellite tele-
phone systems as an acceptable form of communi-
4.9 The satellite telephone
cation and their specialist rescue units carry it as
part of their normal equipment.
World-wide communications cover is now a com-
mon form of communications which is readily
The modern range of satellite communications
available to all, by way of the Inmarsat-Phone,
systems offers a light and compact package of
which is capable of transmitting both voice and
equipment which can be set up and ready for use
text data. It would be true to say, however, that
in a matter of minutes. It is also true to say that it
is a reliable form of communications which is sim-
ple to use from anywhere in the world.
4.10 Public Warning and
Information by Telephone
(PWIT)
Nowadays more then 93% of households have a
telephone and it is seen as an essential mechanism
for communicating with customers, colleagues,
friends and relatives as well as the emergency ser-
vices. Telephones are increasingly used to obtain a
wide range of information, why not use them to
disseminate information as well?
There has always been a need to alert the public
about threats to their safety or provide information
services at times of major disaster. These disasters
can, for example, take the form of flooding, haz-
ardous chemical leaks or even freak weather con-
ditions. Traditional warning methods involving
sirens, police with loudhailers or broadcasts from
local radio stations have proved not to be particu-
larly effective.
Figure 4.6 Satellite
telephone.
(Photo: Inmarsat)
Communications and Mobilising
39

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Early in
1996 the Home Office asked BT Tallis
over £1 million this would only be a small propor-
Consultancy to investigate how the public tele-
tion of the compensation costs of a local disaster.
phone network might be used to warn and inform
people about impending life threatening incidents
Public warning by telephone is very new and,
at any time of the day or night.
unless each recipient pre-registers, gives rise to a
number of the regulatory and data protection
This investigation also considered the potential of
issues. These have now been addressed and
improving information services to the public fol-
OFTEL's view is that unsolicited automated calls
lowing a major incident. Experience has shown
may be used for emergency messages (e.g., where
that special telephone numbers broadcast for use
there is threat to public safety or their property).
by anxious relatives and friends seeking informa-
tion about an incident often result in considerable
The police, after consultation with industry or
delays in obtaining the information.
other emergency services to asses the risk and
decide what action should be taken, would give
Also in 1996 the Environment Agency awarded a
authority to alert the public via telephone.
contract to Kingston Communications to develop a
flood warning system which would alert people
4.10.1
How the proposed BT'PWIT'
vulnerable to flood danger to enable them to take
system would work
necessary action to protect themselves and their
property. The warning system would also have to
Select an area. It is expected that the police (as
notify the police, emergency services and local
prime users) would use a Geographical
authorities.
Information System (GIS) to make use of digitized
Ordnance Survey maps displayed on a PC screen.
The autodial system designed for the Environment
This enables an operator to zoom into a specific
Agency by Kingston Communications is capable
area and draw a radius or plume, select specific
of sending urgent telephone, facsimile and pager
premises or streets, select zones liable to Hooding,
messages at the rate of approximately
1600 calls
etc. The selection is then translated into Ordnance
an hour using 30 outgoing telephone lines and two
Survey co-ordinates to delineate the required area.
facsimile machines on each line.
Input the message. The police (with advice from
Kingston technology is scaleable and a system can
an expert on the hazard) would initiate the emer-
be designed to accommodate any requirement.
gency warning message which may be spoken into
the system, or typed into the computer keyboard.
Whichever telephone warning system is used it
will almost certainly be backed up with warnings
Send the request. The selected area (in the form
issued through the media.
of the Ordnance Survey co-ordinates) and the mes-
sage are sent electronically over a phone line to the
Following a BT feasibility study, competed in
BT distribution centre. Databases are interrogated
1997, a National Steering Committee has been set
to determine the telephone number of all premises
up to investigate the possible options of using the
in the selected area
(including BT, Cable and
national PSTN network for civil 'disaster' warn-
Wireless, cable TV operators, etc.). A large com-
ings. The steering committee includes representa-
puter system called a Speech Application Platform
tives from Central and Local Government, Police
is used to convert text to speech, where the mes-
Fire and industry (mainly petro-chemical compa-
sage has been input as a text message, call all iden-
nies), as well as consultants from the telecommu-
tified telephone/FAX/pager numbers and monitor
nications industry.
the progress of the calls.
A trial of public warning systems by telephone is
The system could also alert mobile phones which
expected to go live in Cleveland during 1998. This
are active in selected cells, and possibly even send
is an area with a large concentration of petro-chem-
text messages to mobiles using the short message
ical industries, and although the trial could cost
service (SMS).
40

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Act upon the response. Acknowledgement of the
message is requested by use of the telephone key-
pad or by speech recognition. The system will pro-
vide a continuous update on acknowledged calls,
engaged tone, no answer, answering/fax machines,
calls which have been answered but not acknowl-
edged, etc.
As an additional feature, the message and a list of
telephone numbers may be sent to the Speech
Application Platform for delivery by BT. This
enables numbers which are held on a database (but
not geographically clustered) to be called by BT.
Public Warning by Telephone Systems enable
calls to be made very quickly to any selected area
anywhere in the county and enables positive con-
firmation of receipt of the warning. These systems
are more suitable for modern, localised threats and
would not be suitable for alerting millions of peo-
ple as would be required under war conditions.
Communications and Mobilising
41

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Communications
Chapter
and Mobilising
5
Chapter 5 - Control Centre equipment
Key
British Aerospace
Dopra
Fortek
Hoskyns
Dopra
Highlands
Hoskyns
Hermes
&
Grampian
Islands
Marconi
Remsdaq
Syseca
Tayside
Other
Central
Fife
Strathclyde
Lothian
&
Borders
Dumfries &
Galloway
Northumberland
Northern
Ireland
Tyne &
Wear
Cumbria
Durham
Cleveland
Isle of Man
North Yorkshire
Lancashire
West
Humberside
Yorkshire
Merseyside
Greater
Manchester
South
Yorkshire
Cheshire
North Wales
Derbyshire
Lincolnshire
Staffordshire
Shropshire
West
Leicestershire
Mids.
Norfolk
Mid &
West Wales
Hereford &
Cambridgeshire
Worcester
Suffolk
Gloucestershire
South Wales
Essex
Oxfordshire
Avon
Wiltshire Berkshire
London
Mobilising
Somerset
Surrey
Hampshire
Kent
Devon
Dorset
West Sussex
Systems
Cornwall
East Sussex
Isle of Wight
Figure 5.1 Mobilising Systems used by Brigades — June 1998.
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All Fire Services now use computerised mobilis-
5.2 Communications
ing systems to support the call taking and mobilis-
ing procedures. These systems comprise several
5.2.1 Administrative Communications
main elements:
In centralised mobilising schemes there are con-
Integrated Voice Communication Switch.
siderable advantages in segregating administrative
communications systems from operational sys-
Computerised Mobilising System.
tems, though it is common for links to be provided
between them to give flexibility of usage. The
Communications Interface.
main advantages of this principle are firstly that
the operational systems can be much simpler and
Bearers.
more easily duplicated at a number of operating
positions, and secondly that both operational and
Station End Equipment.
administrative systems can be operated simultane-
ously at maximum capacity at any time without
Integrated within the mobilising system are other
causing mutual interference.
optional features which aid the control staff, for
example, resource displays, mapping systems and
In the majority of Control Centres segregation
automatic vehicle location systems.
applies. The administrative PABX telephone
switchboard is usually in an ideal situation else-
5.1 Control Centre Design
where than in a Control Centre and operated by
non-uniformed staff during normal office hours.
A comprehensive guidance document for Fire
After office hours, however, when the switchboard
Service Control Centres has been published by the
is closed, incoming calls are switched on 'night
Home Office in DCOL 8/1997, in Scotland as
service' extensions to terminate on Control Centre
DFM 8/1997 (FRDG Publication 2/97). The docu-
equipment.
ment includes advice on the Control Centre design
& ergonomics, procurement and legislation.
5.2.2 Safeguards for Emergency
Communications
The most common workstation configuration for a
Control Centre Operator comprises two PC termi-
The mobilising scheme should have been planned
nals, one connected to the mobilising system and
so that it is not seriously affected by congestion,
the other to the communications switch. Through
either in the Control Centre or on its communica-
these two terminals the operator can carry out all
tions systems. It should also be able to function
mobilising and communications tasks. In some
normally and without interruption in the event of a
cases a third PC will be used to hold resource dis-
mains electricity supply failure, either locally at
play maps and geographical information systems
fire stations, or centrally in the main Control
(GIS).
Centre. Either the central control should be safe-
guarded so that there is virtually no chance of a
Typically, each operator position in a Control
complete breakdown there or, alternatively, there
Centre will be fitted with the same workstation
should be arrangements made for a secondary con-
configuration and system facilities through
trol to take over in the event of a serious failure of
which the basic tasks of message handling, log-
the main control or its communications.
ging and resource despatching are carried.
Occasionally a specially configured supervisory
There are, however, technical and economic prob-
position may be installed to provide additional
lems involved in choosing, equipping, staffing and
facilities such as special monitoring functions or
keeping an alternative control centre in being,
access control, etc.
solely for the use in the event of a breakdown at
the main control. The general practice has, there-
fore, been for the fire authority to invest available
financial resources in a highly reliable communi-
44

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cations system and in safeguarding the central con-
Some Fire Services also have a tertiary bearer and
trol to the maximum possible extent. These safe-
utilize a commercial paging network to operate the
guards normally include:
firefighters callout system. Other Brigades use an
overlay paging scheme on the Brigade main
Diversified communications bearers.
scheme radio as their tertiary bearer.
Standby power facilities which automatically
So far as the initial connection of 999/112 emer-
come into operation immediately in the event
gency callers is concerned, it is important that ade-
of failure of mains electricity supplies.
quate facilities are provided to enable telephone
operators to do this very quickly. The introduction
Adequate fire precaution arrangements e.g.,
of digital exchanges 999/112 services are provided
smoke detectors in communications appara-
over PSTN lines between Operator Centres and the
tus rooms and also in plant rooms and roof
emergency authorities, these lines being safe-
spaces which are normally unattended and
guarded by allowing sole access by the Operator
are a potential risk.
Centres. As a standby against breakdown of these
circuits and for use during peak periods, a number
Finally, there should always be predetermined
of ex-directory exchange lines are provided in the
and practiced last-ditch arrangements, including
Control Centre where they appear at all operator
the use of radio and of pre-arranged telephone
positions together with the trunk-subscriber circuit
contacts. At fire stations there should be an emer-
terminations.
gency un-interrupted power supply
(UPS) to
maintain computer and turn out equipment. It
5.2.4 Alternative Routing of Cables
is essential for Control Centres to have an un-
interrupted power supply and emergency power
To minimise the effects of a possible breakdown,
generator facilities.
the scheme should always include what is known
as 'true alternative routing' of the lines serving the
5.2.3 Provision of Suitable Circuits
central control building, i.e., the provision of at
least two separate cables in different cable duct
The mobilising 'scheme' should not rely totally
routes. This principle should extend, so far as is
upon access to the public telephone network, since
practical, to all fire stations particularly where
this may become congested due either to peak nor-
important or 'key' stations are involved. At the
mal usage or to the direct effect of a flood of emer-
central control end, essential operational circuits
gency calls to a large incident.
used for receiving incoming emergency calls and
for remote control call-out facilities should be
Whilst, in the past, fairly widespread use of the
equally divided between the different duct routes
public telephone network was made by Fire
so that, if one of them is interrupted e.g., due to
Services for remotely controlling fire station alert-
flooding, at least half of the circuits remain in
ing systems, this practice was generally speaking,
operation.
only acceptable when mobilising was decentral-
ized on fairly small units such as districts or divi-
5.2.5 Monitoring of Remote Circuits
sions. Nowadays, due to the automation of the
telephone network and the rapid expansion in the
The circuits which carry remote control facilities,
amount of telephone traffic, it is no longer regard-
which are the essential backbone of any mobilising
ed as satisfactory for emergency call-out purposes.
scheme, should always be of the monitored type.
Therefore,the primary bearer could be kilostream,
These give automatic indication to the Control
ISDN, radio or a commercially available public-
Centre operators of faults as and when they devel-
data system such as RAM or Paknet. Whilst the
op on the network, enabling immediate action to
secondary bearer should be independent of the pri-
be taken to get the faults rectified and to imple-
mary bearer it could be ISDN, radio, data radio, or
ment predetermined alternative arrangements for
PSTN.
alerting the affected stations or personnel.
45

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GD92 can be set up to generate traffic which
It is highly desirable, therefore, to split the
tests the bearer at regular intervals. The timing
emergency and the administrative lines
of these test signals is set on installation and can
between telephone exchanges so that they
be determined by the brigade.
would not all be affected by one fault.
5.2.6 Exchange Telephone Lines
5.2.8 Line Concentrator Units and
Digital Switches
Exchange telephone lines are commonly used in
Control Centres and terminate either on telephone
Line concentrator units allow the operator to
instruments, telephone switchboards, line concen-
accept a call from whatever source with a single
trator units or a digital switch linked to a touch
action, and are more convenient to use than a num-
sensitive screen. Some are earmarked for exclu-
ber of telephone instruments. These units can
sive operational use whilst others are for adminis-
accommodate a variety of types of termination
trative purposes.
including exchange lines, private wires and tele-
phone extensions as well as control terminations
The common tendency is for the operational cir-
for the various facilities on Fire Service radio
cuits to be terminated on line concentrator units or
schemes.
a digital switch and the administrative circuits to
be terminated on a PABX switch so that calls may
These units can easily be repeated, each with iden-
be connected to extensions throughout the organi-
tical terminations and facilities at any number of
zation. A PABX or private branch exchange is a
operating positions in a Control Centre, to facili-
semi automatic switchboard that allows the major-
tate the simultaneous handling of a number of dif-
ity of connections via the PABX to be dialled
ferent calls during busy periods. The termination
direct by the extension users, and also may allow
of all operational circuits on concentrator units
external callers to directly dial the extension. The
avoids the unacceptable bottleneck which would
function of the switchboard operator is then main-
be created if a conventional type of telephone
ly confined to answering calls on the main switch-
switchboard was used.
board numbers where the caller is unaware of the
extension number or answering queries from
Where concentrator units are repeated, an incom-
callers on the internal extensions.
ing call is indicated at all positions with a flashing
lamp signal. When the call is answered at one posi-
tion, the flashing signal on all other positions
5.2.7 Operational Lines
changes to a slow wink on the lamp, which indi-
Where a number of exchange lines serve a
cates that the call has been accepted and that the
Control Centre it is usual for them to be 'ex-
circuit is engaged until the lamp goes out.
directory', under which arrangement the numbers
are not disclosed to the public. It is advisable to
The unit is also suitable for use when monitoring
keep at least one free for outgoing calls or have
facilities are required e.g., to enable a supervisor or
these numbers allocated as incoming calls barred
Officer-in-Charge to listen in to calls and to break
lines. It is not uncommon to apply the facility of
in and assist when necessary. The same termina-
'auxiliary working' to such groups of exchange
tions and facilities as on the operational position
lines, so that when the first numbers or lines of
units appear also on the supervisory position units,
the group are in use, the caller is connected auto-
and the circuitry can be so arranged that the action
matically to one of the free numbers or lines in
of 'listening in' does not degrade or in any way
that group.
interfere with the call.
However, one disadvantage of this arrangement,
The line concentrator unit is being superseded by a
when applied to operational lines in a centralised
digital switch that incorporates duplication of all
mobilising scheme, is that certain fault conditions
key elements of the switch. Most switches use a
in the telephone exchange might put all the lines of
PC and 'touch screen' which is linked to the switch
the group out of action.
via a high speed local area network or a serial link.
46

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Engineer
Supervisor Operator
Operator
Duplicated
Servers
Duplicated LAN
Operators Audio
Continuous
Recorder
Radio
PSTN
PABX
Private Circuits
Figure 5.2 Architecture of typical Integrated Communications Control System (ICCS).
(Graphic Securicor information Systems)
Many are Integrated Communications Control
Different levels of access are available for opera-
Systems (ICCS) which incorporate both telephony
tors, supervisors and maintenance staff.
and radio functions.
Operator access to the system is by means of a touch
screen colour which displays coloured representa-
tions of press-buttons. When touched, the system
responds and begins a series of operations relat-
ed directly to the selected button to provide full
control and status displays of all radio and tele-
phone functions. Most switches are capable of
queuing incoming calls and, if necessary, present
the operator with the oldest call first. This is
especially useful during spate conditions when
emergency calls may be waiting on the system.
The high speed local area network interconnects
operator positions and the central switch. This net-
work broadcasts simultaneous updates to all posi-
tions and whilst performing particular functions,
the operator is able to call up information from the
system's database including relevant help mes-
Figure 5.3 A touch screen in use in a Control Centre.
sages and telephone directories. In addition, each
(Photo: Simoco)
operator position has access to all the facilities
Communications and Mobilising
47

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provided by the line concentrator units such as call
A variety of mobilising systems are available to
monitoring by any other position, intercom and
brigades and may be known as either Computer
indication of line state and extra facilities such as
Aided Mobilising Systems, Command and Control
a system database, recording and playback facili-
Systems or Mobilising and Communications
ties and configuration of both telephone and radio
Systems. All these systems are, as the name sug-
facilities.
gests, systems which incorporate computers to aid
the reception and logging of calls and the despatch
Communications switches either have an integrat-
of the brigades' resources to incidents.
ed call logging facility which can be accessed
through an RS232 port to an engineering terminal,
The incident and resource information recorded on
PC or separate printer, or the ability to connect an
the mobilising system is of interest to a number of
independent call logger. These PC based systems
departments outside of the Control Centre e.g., sta-
provide flexible report generation and the ability to
tistics, Press Officer, etc. Much of the information
customise information presentation of all tele-
required by control may be prepared or maintained
phone and radio traffic.
by other departments and, hence, database update
facilities must be made available to these depart-
Open interface capabilities give the flexibility to
ments.
connect external devices including CCTV, lighting
systems, door entry mechanisms and alarm systems.
An operator or supervisor's workstation will have
a visual display unit (VDU), a keyboard and often
5.2.9 Automatic Call Distribution
a "mouse' to provide access to the mobilising com-
puter. The keyboard may be a standard typewriter
An additional function of call handling equipment
(QWERTY) layout or a standard keyboard with
is Automatic Call Distribution (ACD). Incoming
some of the key functions changed to dedicated
emergency and administrative calls are automati-
functions.
cally presented to available operators on a highest
priority basis. Each call in the queue is presented
5.3.1 Mobilising System Functions
to the first operator that releases a line and is avail-
able to accept the next incoming call. An electron-
The main function of the mobilising system is to
ic tone is transmitted to alert the operator that they
aid the recording of call information and the
have be allocated a call.
despatch of the selected resources. Secondary
functions include displaying alarm conditions for
When the call has been completed the operator is
the system and the generation of statistical infor-
allowed a pre-defined amount of time in which to
mation.
carry out other essential actions. The system will
automatically present another call when the lapsed
Upon entry of an incident type and address into a
time is reached. Alternatively in cases where a
predefined format the system will interrogate its
number of actions are required a manual option to
database to match the address information. If an
'suspend' the operator from the system is available.
exact match is not found the system may offer sim-
ilar sounding addresses to the operator. It may also
This system is more likely to be used in larger
search for risks, duplicate incidents, telephone
brigades and has recently been installed in
kiosks, map references, etc., so as to provide the
London.
operator with as much information as is possible.
When an address match is made the operator is
5.3 Computerising Mobilising
presented with a pre-determined attendance and
possibly a recommended attendance.
System
Clearly the primary Control Centre tasks of inci-
The operator is then able to accept the offered
dent logging and resource availability are team
attendance, mobilise an alternative or defer the
activities which require all operators to have
incident, placing it in an incident queue or merging
access to the same information.
it as in "same as all calls".
48

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Figure 5.4 Typical
Operator Workstation.
(Graphic: Fortek
To undertake these tasks the mobilising system
ing into account the number of calls and other
accesses various databases that are part of the sys-
facilities required, as well as available technology.
tem, such as an address gazetteer, pre-determined
attendances, risks, special procedures and CHEM-
Secondary bearers should be independent of the
DATA information. It also records the status of
primary bearer so that any failure will not affect
appliances and officers and will not offer resources
both bearers. Examples of bearers used are
that are already committed to other incidents.
Kilostream circuits, ISDN and PSTN telephone
lines and radio links including dedicated data net-
It must be stressed that the system only makes
works and brigade radio schemes.
recommendations which can be overridden by
the operator. The mobilising system also main-
The station end equipment must be able to receive
tains a log for each incident recording all the
and respond to control centre messages for turnout
actions associated with that incident. Other logs
instructions from both primary and the secondary
are also maintained recording other aspects of the
bearers.
system not related to incidents, such as communi-
cation failures, operators logging in and out of the
In 1992 the Home Office produced a specification
system, tests, etc.
(known as GD92) for a standard communications
protocol to be used for all operational communica-
Once the mobilising system has been used to set
tions between the control centre and the station
up and verify the incident details and proposed
end equipment.
resources to attend, the turnout instructions must
be conveyed to the appropriate fire stations and the
The main objectives of the specification were that
crews alerted. The system will encode the data and
products could be procured by fire authorities
deliver it to the communications network for
under a Framework Arrangement and would be
onward transmission to the appropriate destination
interoperable with other products from the same,
including automatic data recovery.
or different, contractors. In addition, Brigades and
contractors should be able to enhance the basic
In most instances the communications network
products without affecting interoperability.
will comprise of a primary, secondary and possibly
a tertiary back-up bearer. The primary bearer will
The Framework Arrangement was able to meet the
be the most appropriate bearer for the station tak-
need for provision of equipment with the differing
49

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capacities and performance required by different
Station equipment has become increasingly
brigades whilst providing the benefit of economies
sophisticated and is generally controlled by a
of scale and boundary independence.
micro-processor or computer. The system will
check the incoming data to ensure that it is valid
The specification was also beneficial to brigades
and then undertake a series of localised actions
procuring equipment outside the Framework
which may include:
Agreement.
Control of mains powered equipment such as
GD92 defines a standard protocol and message
lights, doors and exhaust extract.
format for mobilising systems over commercial-
ly available bearers. This protocol is now used
Signalling to crew alarms including audible
by the majority of Fire Brigades.
alarms, alerters, appliance indicator lights.
For each of these bearers the protocols and mes-
Confirmation to the control centre that uncor-
sage formats have been designed to ensure that the
rupted data has been received, peripheral
mobilising system and, hence, the operator, is
equipment has operated and crews have
advised of the delivery or non delivery of each
acknowledged.
'turn out' instruction. The protocol supports
administrative messages, equipment status mes-
In addition to this, they may also run self checking
saging and other functions such as burglar and fire
routines to ensure that they are functioning cor-
alarm activation, power failure and restoration
rectly, that the bearers are functioning correctly,
messages, and tests of mobilising links to ensure
and that other conditions such as mains power and
their availability.
battery status are monitored.
GD92 also supports two way messaging and,
Mobilising system architecture generally falls into
hence, station personnel can prepare messages
two basic categories:
locally and send them into control, the most com-
mon example of this being the entering of staffing
(1) Central Processing; or
levels at a change of shift.
(2) Distributed Processing
Figure 5.5 Mobilising
System Configuration
Hot Standby
Main Server
Server
NT Server
(Graphic: Fortek)
Operator Position
As
Figure One
Additional
Operator
Bridge
connecting to
Positions
other Network
As
Bearers to Stations
Systems
Required
Communications
Communications
Processor One
Processor Two
Main LAN
Backup LAN
Bearers to Stations
Bearers to Stations
50

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The workstations and/or processors are linked
work but in this configuration the work sta-
together by means of a local area network thus
tion processors are high level processors
providing a communications path to the various
which hold all the data base information such
elements of the system. Redundancy is provided in
as incident logs and PDAs. One processor is
the system so that failure of any particular element
deemed to be the master processor and co-
will not inhibit the mobilising process.
ordinates the processes of the other work sta-
tions. In the event of failure of this master
1
Central Processing - Various standard com-
processor, then another workstation can be
puter configurations can be implemented in a
designated as the master. Communications
client/server system, consisting of PC work-
with other peripherals is carried out by other
stations connected via a network to a server.
processors on the network, for example, each
The server requires an operating system that
fire station has a processor on the network
is not only able to support multiple work sta-
which is connected to the bearer interfaces.
tions, but also has the processing capabilities
of high level programming languages, sys-
It is desirable that local area networks used for
tems such as 'Unix' or 'Microsoft NT' fulfil
mobilising should not allow access from other net-
these requirements. In addition, processors
works, this could lead to congestion or failure of
are required to provide the communication
the mobilising system by corruption.
interface from the mobilising system to the
bearers and hence the station ends.
Consideration should be given to protecting the
mobilising local area network and providing
Resilience is provided by incorporating
appropriate 'fire walls' where necessary. With cur-
redundancy within the system. Dual servers
rent technology it is possible to provide more than
are provided, one operating as a 'hot' stand-
one network connection on a work station thus
by, i.e., the secondary server is continually
providing an operator with the presentation of
being updated in 'real time' by the master
information from different networks but not pro-
server, so that in the event of failure of the
viding any interconnection of the networks.
master server the secondary server is able to
take over the function of the master server.
Information required by other brigade departments,
such as incident logs or statistical data, may be
The secondary server may be in a different
downloaded at pre-determined times or in 'real
location within the same site, i.e., a different
time' to another computer system for interrogation
building within a control complex. This builds
and processing. Conversely data may be retrieved
in some additional resilience in the event of
from other brigade computer systems by the mobil-
system failure to the main control room.
ising system for use in the processing of incidents.
The communications processors are also
5.4 Ancillary Control Facilities
duplicated but as these do not incorporate
dynamic databases both are operating togeth-
5.4.1 Voice Recorders
er but are able to mobilise the brigade inde-
pendently in the event of failure of one of
Fire Services record incoming emergency calls
them. As the work stations are in effect
automatically by using various types of voice
'dumb' terminals, failure of one workstation
recording machines ranging from the relatively
processor will not jeopardise the mobilising
simple single and multi-track tape machines to PC
system but will only render that workstation
based digital recorders with automatic time injec-
inoperative. Again, it is possible that the com-
tion. It is customary to devote an individual track
munications processors are in different loca-
on a multi-track machine to each workstation and
tions within the same site.
derive the audio from the connections to the oper-
ator's headset enabling all land lines and radio
2
Distributed Processing
- Workstation
channels in use at that particular work station to be
processors are connected by a local area net-
recorded.
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51

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Although voice recordings are not used to assist
an officer is and whether available by radio, pager
turnout, they are nevertheless sometimes useful
or telephone contact.
for verifying the accuracy of an address or other
information. They are also used at subsequent
When an appliance or officer leaves their station,
enquiries to prove what in fact was said on a par-
whether it be to an incident, for drill or other pur-
ticular occasion both by the caller and the Fire
poses, the appropriate tally or lamp is deleted from
Service operator. Recordings of emergency calls
the availability board or map and shown either on
are frequently used as training aids to help
the fire situation display board in the case of an
trainees appreciate the problems in extracting ade-
incident, or in an appropriate section of the mobil-
quate information from agitated callers. They are
ising board where provision is made to record
also used to aid identification of callers who have
appliances and/or officers which are not immedi-
made malicious fire calls, and there have been
ately available for operational use.
instances where, when faced with a voice record-
ing the culprit has confessed to being the origina-
With the advent of computerised mobilising sys-
tor of a false alarm.
tems, the display of information from fire situation
displays, appliance or officer lists, to PDAs and
5.4.2 Availability and Fire Situation
incident logs has become the norm at each operator
Display
position. The introduction of graphical information
systems
(GIS) has enabled displays similar in
Every Control Centre must have, in one form or
appearance to those presented by the traditional
another, an accurate and up-to-date record of the
lamp system to be reproduced electronically. These
location and availability of appliances, equipment
resource availability displays, for both appliances
and officers on standby for immediate turnout.
and officers, are driven from the changes in status
This display is used primarily for ensuring that the
of the resources held in the mobilising system data-
resources of a predetermined first attendance are in
base. These displays can be presented at each oper-
fact available for despatching when an emergency
ating position on a VDU and also projected on to a
call is received. It is also used as an aid to the
wall display, either from the front or the rear.
Officer-in-Charge of the Control Centre when con-
sidering 'covering' moves to maintain an equal
5.4.3 The Gazetteer
distribution of fire cover throughout the area dur-
ing periods of intense activity.
To receive and validate details of an emergency, an
operator relies on a comprehensive gazetteer of
Fire situation information throughout the mobilis-
streets and special locations and/or premises. All
ing area at any time must also be displayed, and
mobilising systems will utilise a gazetteer to vali-
this must be kept up to date and in step with the
date the location of an incident, so clearly the
mobilising moves. The fire situation display would
speed and accuracy with which an operator can
normally show the address of the incident, the
confirm the incident location will depend upon the
appliances and officers attending, whether or not a
quality and comprehensiveness of the gazetteer.
stop message has been received and very brief
information likely to be needed by Control Centre
As a minimum it will hold a list of street names for
staff or senior officers.
the major towns and district, or parish names for
rural areas, additionally, special risk locations will
The types of display used for these purposes vary
be included. Associated with each entry in the
a great deal in different brigades. The general prac-
gazetteer is a list of nearest pumps and special
tice in the past has been to use a combined gener-
appliances
(PDA) from which the operator can
al-purpose and appliances-availability wall map,
select the most suitable response to the incident.
with separate boards marked out for recording fire
situation details. In such cases the map will indi-
Increasingly the quality of the gazetteer data is
cate every available appliance by means of tallies
being improved and extended to work with digital
or coloured lamps. It is common to find separate
maps. In most brigades an extensive map database
'officer-availability' boards which indicate where
is held on the mobilising system, this graphical
52

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database providing an alternative method for vali-
dating addresses and also a more appropriate
means for holding risk and general reference data.
5.4.4 Maps
In Control Centres, Ordnance Survey maps of the
mobilising areas are available for reference pur-
poses, giving such information as the boundaries
of the area and the location of stations. In addition,
larger scale maps may be held, together with plans
and diagrams giving details of motorways (with
their access and exit points), dock and harbour
areas, new city development complexes, unusual
special risks, etc. Street maps, often in a book for-
mat, are also held to assist with the location of
streets and to enable directions to be passed to
appliances, officers or other agencies.
As the amount of information available to a
Figure 5.6 Graphical Information System Display.
brigade and required by the fire fighters grows,
(Photo: Bedfordshire and Luton Fire and Rescure Service)
almost exponentially, the Control Centre is seen
increasingly as the most suitable repository and
distributor of this data. It is now an essential
or gas pipe lines or any other features that have a
requirement that this information can be easily
significance to fire service operations.
retrieved through the mobilising workstation either
for review by control, or for dispatching to a fire
Using the facilities of word processing and other
station or incident ground.
software, it is possible to display information from
the inspection of premises as text, with drawings,
This has led to the introduction of commercially
photographs, diagrams and even video clips all
available computer software to support these func-
linked and accessed from the map presentation. As
tions. Much of this information is held in graphi-
with the resource display, this screen of informa-
cal, or geographical form. Graphical Information
tion may then be displayed at the operator's VDU
Systems (GIS) allow mapping data to be manipu-
or projected on to a wall display and, because the
lated and presented to the Control Centre operator.
data is held electronically, may also be transmitted
The maps can also be linked to the mobilising sys-
to other computer systems including those on
tem so that when a database search matches the
appliances or special vehicles.
address criteria, the correct map showing the
address location is displayed to the operator.
Brigades are able to obtain maps from Ordnance
Survey through Service Level Agreements.
These GIS's are able to interact with other soft-
ware such as word processors and graphical pre-
5.4.5 Automatic Fire Alarm (AFA)
sentation technology so that composite packages
Terminations
of information can be developed. Maps of a Fire
Service's area can be presented with facilities to
The majority of manual AFA terminations were
zoom from small scale to large scale presentations.
disconnected when Control Centres migrated to
As these maps are composed as a series of layers it
computer aided mobilising systems. However,
is possible to select the level at which certain fea-
AFA activity can be properly supported by com-
tures are displayed, e.g., text can be displayed only
puter technology. Such a system is currently in use
when it is possible to read it. Overlays can be
by some Fire Services which act as a collector sta-
added to give details of hydrants and water mains
tion to commercial premises.
Communications and Mobilising
53

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5.4.6 Secondary Control Facilities
Databases to produce statistical analysis and
performance indicator criteria - required by
Control mobilising systems incorporate a number
the Home Office.
of levels of resilience. Duplicated computer sys-
tems and fallback bearers each add their own lev-
Graphical information systems to produce
els of security to the system, as does the ability to
maps and analyse statistical data in a map-
alert crews locally from the fire station.
ping format.
Fire reports (FDR 1 's) - required by the Home
These facilities do not, however, cater for the rare
Office.
possibility of having to evacuate the main control
centre. Systems have been developed which per-
5.5 Equipment at Fire Stations
mit restoration of basic turn out facilities from
other locations.
5.5.1 Mobilising Computer
Different mobilising systems provide different
Some Brigades utilise a computer on each station
secondary control provisions ranging from a
that acts as a station controller, this controls most
portable laptop computer containing the basic
of the equipment associated with the mobilising of
mobilising system and communications interface
crews. There are a number of data links to various
to a duplicate control on the same site as the main
items of equipment as defined below.
control or at a remote location.
5.5.2 Printers
Secondary control facilities should be provided
with facilities for the reception of emergency and
Printers in fire stations are primarily used for
other incoming and outgoing calls, the despatch of
receiving turnout instructions from controls fol-
resources and the operation of the main scheme
lowing the operation of the 'turnout' alarm system.
radio at a location that would not be affected by any
They can also be used for the receipt of other non-
disruption to services provided at the main control.
urgent operational information.
This may necessitate locating the secondary control
with emergency telephone lines from a different
5.5.3 Alerter Base Station
exchange to those of the main control.
Fire stations with retained crews have a base trans-
5.4.7 Control Centre Software
mitter to activate the alerters, this equipment is
capable of alerting crews with a number of differ-
With the advent of mobilising equipment based on
ent signals. A positive acknowledgement is trans-
PCs and the proliferation of computer systems in
mitted via the data link to the mobilising comput-
the workplace Control Centres now have commer-
er, and onward to the brigade control room when
cially available software packages for their use.
the equipment is actuated.
These systems may reside on PCs that are also
used for mobilising or on stand alone machines.
5.5.4 Public Address System
These packages generally include:
Many fire stations and headquarters have public
address systems of one kind or another, with loud-
Word processors for producing text e.g., aides
speakers sited strategically throughout the build-
memoires, help files and specific instructions
ing. These broadcast routine and domestic
which can imported into other systems,
announcements.
including the mobilising system.
A number of Brigades now use improved types of
Spreadsheets for manipulating data.
remotely controlled public address systems on
whole-time stations for alerting crews and the
Presentation software to produce lectures.
broadcasting of turnout instructions as well as rou-
54

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Figure 5.7 Station
Equipment.
(Graphic: Fortex
tine announcements. A number of different tones
5.5.6 Alternative Power Supply
can be sent over the systems that enable crews to
distinguish the type of message being broadcast.
Mobilising equipment should be provided with
alternative power facilities for use when the nor-
Station Bells/Alert Tones
mal power supply fails. The types of system can
vary, but in most cases consist of an uninterrupted
A system of alarm bells/tones, usually referred to as
power supply (UPS) That is a bank of batteries that
'turnout bells' has, from time immemorial, been part
are continually being charged to supply power in
of the normal equipment of fire stations. It is used
the event of a failure, These are connected to the
primarily for alerting personnel, the turnout instruc-
mobilising computer by a data link and will inform
tions being passed by teleprinter or telephone.
the control room of both the failing of and restora-
tion of normal power.
On some stations, a simple system of one or more
circuits of bells is used for alerting personnel in all
5.5.7 Exhaust Extraction Systems
parts of the premises.
A number of brigades utilise exhaust extraction
5.5.5 Turnout Lighting
systems to remove exhaust fumes from the appli-
ance bay. These are normally actuated by the
Fire stations, both those continually staffed and
turnout system and will remain on for a set period
retained, usually have automatic facilities for
of time. They can also be reset manually.
switching on selected lights to illuminate those
parts of the station that are used by personnel
5.5.8 Control of Traffic Signals
responding to calls in the hours of darkness.
In large towns and cities, provision can sometimes
These lights are generally controlled via a relay
be made for traffic signals in the vicinity of the fire
box which, in turn, is connected to the mobilising
station to be operated by the mobilising computer
computer. Following operation they may be on a
or from the watchroom, to stop traffic and give fire
time switch and stay on for a fixed period of time,
appliances a clear exit from the station.
or may be reset manually.
Communications and Mobilising
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5.5.9 Automatic Appliance Room Door
5.5.11 Enquiry Bell
Electrically operated appliance room doors are
It is common practice for continuously-staffed sta-
provided on some fire stations. In addition to hav-
tions to have an enquiry bell circuit installed, with
ing manual controls and built in safeguards, these
a press-button labelled 'Enquiries' at the main
will be linked so that they can operate concurrent-
entrance to the station. Operation of the button
ly with the station alerting systems.
actuates a bell or buzzer in the station. The enquiry
bell is normally intended for non-urgent enquiries
5.5.10 Running Call Facilities
only.
Some fire stations provide facilities (with instruc-
5.5.12 Other Ancillary Equipment
tions on how to use them), to enable members of
the public calling personally at the station to sum-
With the introduction of modern systems virtually
mon the brigade. This type of call is known as a
any piece of equipment can be operated on the
'running call'.
actuation of the station alerting systems. Such
examples are the switching off of cookers, kettles
Where there is always someone available in the
and other electrical equipment.
fire station premises, a switch, usually labelled
'Fire', is sometimes provided on the front of the
fire station for use by the public. This actuates an
alarm within the station, which alerts personnel for
a turnout and summons a firefighter to the front
doors to obtain particulars from the caller.
At fire stations where there is not always someone
available on the premises, e.g., a day staffed or
retained station where all personnel attached to the
station turn out on the fire appliances, there is usu-
ally a special telephone at the front of the fire sta-
tion for use by 'running callers'.
This telephone, suitably illuminated and labelled
with instructions, may sometimes be an ordinary
exchange line with limited dialling facilities to
prevent misuse, on which the caller may dial
999/112. It could also be a telephone linked to a
private wire communications network which,
when the handset is lifted, connects the caller
instantly to the appropriate Control Centre.
In all cases instructions should be displayed on
how to use 'running call' facilities and include
directions as to what the caller should do if the sys-
tem is out of order or if for any other reason there
is no response. If facilities are not provided notices
should be displayed informing the caller of the
location of the nearest public telephone.
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Communications
and Mobilising
Chapter 6 - Automatic Fire Alarm
Transmission Systems
The purpose of automatic fire detection equipment
Such a system will also be required in premises
is to give early warning of fire. It is essential that
where rapid fire brigade attendance is a pre-requi-
automatic fire alarm calls should be transmitted to
site of life safety e.g., hospitals, unless the fire
Fire Service Control Centres as quickly and reli-
alarm system is monitored at all times at a fully
ably as possible.
manned location.
There are many different types of automatic fire
Where an automatic transmission system is pro-
detection devices and systems installed within
vided, it should transmit a signal to the RMC as
buildings to detect one or more of the characteris-
soon as the automatic fire alarm system operates.
tic phenomena of fire (heat, smoke or flame) and
In exceptional circumstances, a time delay unit
actuate alarm devices or systems.
(TDU) may be provided to permit an investigation
prior to the transmission to the RMC. A TDU
Arrangements for linking automatic fire detec-
should, however, only be used if there is a false
tion systems with a brigade Control Centre or a
alarm problem that cannot be addressed by other
commercial Central Alarm Station.
means. A TDU is not acceptable in hospitals and,
in other premises, it should only be provided after
The main elements are:
consultation with the brigade and the insurer.
A means for transmitting signals from the
The performance of the alarm transmission link
protected premises to a remote manned centre
may be expressed by the probability of an alarm
(RMC), such as a Brigade Control Centre or
call being received at the Brigade Control Centre
a Central Alarm Station; and, where the RMC
within a specified time. The 'time of transmission'
is a Central Alarm Station: the processing of
is the period, expressed in seconds, between the
signals at the Central Alarm Station.
start of the transmission of the alarm signal from
the premises and the point in time of connection to
A means of communication between the
the fire brigade control. Ideally, this should not
Central Alarm Station and the Brigade
exceed 60 seconds.
Control Centre.
6.1 Transmission Methods and
No matter how comprehensive and efficient an auto-
Reliability Issues
matic fire detection system may be, its task is not
fully completed until it has informed those responsi-
As is always the case, economics is a relevant fac-
ble for taking appropriate action that there is a fire in
tor which directly affects system planning and,
the building. Therefore, if the purpose of the system
since highly reliable communication systems cost
is to protect property, there will need to be an effi-
more than less reliable ones, there are a variety of
cient and reliable method of transmitting fire signals
systems in use throughout the country.
automatically to a remote manned centre unless
there is a very reliable means of on-site monitoring
Mention has been made of Fire Alarm Systems
e.g., at a permanently manned security gate-house. If
(FAS) being connected via remote manned centres
the fire detection system is intended to satisfy the
(RMC) to local authority fire brigade Control
fire insurer, this will normally be a requirement.
Centres. There are, in a few areas, facilities for
Communications and Mobilising
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FAS to be connected directly to lire brigade
Centre of the fire brigade appropriate to the geo-
Control Centres, for instance, Merseyside Fire
graphical area from which alarm signals are
Brigade monitor systems within the Merseyside
received.
area.
This latter caveat is particularly important. It is
Devon Fire and Rescue Service collect signals
unacceptable for a Central Alarm Station to
from data transmitters direct into their command
receive connections from FAS in areas for
and control computer. Two simple key operations
which there was no acceptable means of com-
will display the PDA to the premises on the opera-
munication between the Central Alarm Station
tor's screen. Warwickshire Fire and Rescue
and the relevant fire brigade. It has been known
Service also monitor FAS within Warwickshire
for a Central Alarm Station to dial 999 in the hope
(and some outside the county) via a digital com-
that the local brigade will connect them to the
municator.
appropriate brigade.
Several
small
areas
of
the
country,
The use of the fire brigade administrative tele-
(Cambridgeshire, Norfolk, Suffolk and Fife) are
phone number for passing fire calls is also unac-
covered by the 'Alarms By Carrier (ABC)' system.
ceptable.
This uses the subscriber's normal exchange line
onto which is superimposed an inaudible signal so
The code recommends that the two means of com-
that the line is continuously monitored, by British
munication with the fire brigade be selected from
Telecom. Fire signals are routed directly to, and
the following:
monitored at, the brigade Control Centre where the
ABC system interfaces with the mobilising sys-
A dedicated voice transmission path.
tem, this enables the alarm signals to be displayed
directly onto the mobilising screens.
A supervised data transmission path.
Other than in a small number of areas, examples of
An ex-directory telephone number for the
which are contained in the first paragraph above,
Control Centre (this should be recognisable
and in the four counties served by ABC. there are
at the Control Centre as an emergency call
generally no facilities for transmission of fire sig-
from the Central Alarm Station).
nals from FAS direct to fire brigade Control
Centres
(except by
999 autodiallers, the use of
The 999 system, provided this will result in
which is now discouraged). Signals are normally
the public telecommunications operator rout-
routed to an alarm company Central Alarm Station.
ing the call to the appropriate fire brigade
(this is clearly only possible if the Central
A British Standard Code of Practice, BS
5979
Alarm Station and the protected premises are
(Code of Practice for Remote Centres for Alarm
located within the same fire brigade area).
Systems) gives recommendations for the planning,
construction, facilities and operation of Central
A single ex-directory telephone number served by
Alarm Stations that monitor fire alarm, intruder
two or more lines on a hunting group at the fire
alarm and/or social alarm systems.
brigade Control Centre is regarded as two inde-
pendent means of communication.
The code recommends that the date and time of
origin of all incoming and outgoing signals, and
On receipt of a fire alarm signal at the Central
incoming and outgoing communications are
Alarm Station, action should be taken by an oper-
automatically recorded.
ator at the Central Alarm Station to establish com-
munications with the appropriate fire brigade
With regard to communications with the fire
Control Centre within:
brigade, BS 5979 recommends that there be two
independent means of outgoing communication
(a)
30 seconds for
80% of fire alarm signals
between the Central Alarm Station and the Control
received; and
58

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(b)
60 seconds for 98.5% of fire alarm signals
Automatic Fire Detection Systems', as issued in
received.
DCOL 6/96 (in Scotland as DFM 8/1996).
These times exclude delays in transmission of the
In general, the requirements of LPS
1020 are
signal from the protected premises to the Central
incorporated within BS
5979. One of these
Alarm Station, and any delays in answering calls at
requirements is that LPS
1020 approved Central
the fire brigade Control Centre; they represent a
Alarm Stations must prepare a written report
form of Central Alarm Station response time.
describing the circumstances, and action taken, in
all cases where the time between receipt of a sig-
The Loss Prevention Certification Board (LPCB)
nal and transmission of information to the fire
operate an approvals scheme for Central Alarm
brigade exceeds
3 minutes.
(This includes any
Stations that monitor fire alarm systems. The
delay in answering the incoming call at the fire
Central Alarm Stations are approved to the LPCB
brigade Control Centre.)
Loss Prevention Standard LPS 1020: Requirements
for Remote Centres for Fire Alarm Systems.
There are four distinct means for transmitting fire
signals from protected premises to RMCs.
It is a requirement of LPS
1020 that the Central
Alarm Station must be able to offer an LPCB
These are:
approved system for the transmission of fire alarm
signals from the protected premises to the Central
1
Digital Communicators which automatically
Alarm Station, although the approved Central
dial the Central Alarm Station using PSTN,
Alarm Stations can also offer other methods of
and transmit a coded signal to a receiver at
transmission that are not approved. Although the
the Central Alarm Station.
LPCB are responsible for the approval scheme, it
is operated jointly by the LPCB and its sister
2
Private circuits, which provide a permanent
organisation NACOSS
(The National Approval
monitored transmission path between the pro-
Council for Security Systems), and inspection of
tected premises and the Central Alarm
Central Alarm Stations is carried out by NACOSS.
Station.
The LPCB publish a list of Central Alarm Stations
3
British Telecom 'CARE" system, which is
that have been approved under LPS 1020. This list
similar in principle to ABC, in that it uses the
indicates, for each Central Alarm Station, the geo-
subscriber's normal telephone line to carry
graphic areas from which the Central Alarm Station
alarm signals 'piggy back', but is used to
is approved to receive fire alarm signals. This pro-
route signals to a Central Alarm Station rather
vides confidence to the user that there is third party
than the fire brigade.
verification that the Central Alarm Station com-
plies with good practice, that there is an agreement
4
'Paknet Radio Access' links a protected
with the relevant fire brigades and that there is suit-
promises to a Central Alarm Station using
able means for passing fire calls to them.
Vodafone's public data network. Connecting
an alarm panel to a Paknet Radio-Pad pro-
CACFOA and the British Fire Protection
vides access to the network, enabling alarm
Systems Association (BFPSA) have developed a
signals to be sent to the Central Alarm
Model Agreement relating to AFD systems con-
Station.
nected to Brigade Control Centres via commer-
cial Central Alarm Stations. The Model
Prior to the widespread introduction of the digital
Agreement would be between the Local Fire
telephone network, research showed that digital
Authority and the Central Alarm Station.
communicators, which are probably the simplest
and least expensive form of transmission system,
Brigades should make use of the Home Office/
were relatively slow and less reliable that methods
CACFOA/BFPSA document entitled 'Avoiding
involving private circuits. The speed and resilience
Unwanted False Alarms Generated by
of the digital telephone network has improved the
Communications and Mobilising
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