Agency upgrades have been completed ahead of schedule. FAQ Sheet

Frequently Asked 9-1-1 Equipment Questions

How do I request ALI/do an ALI Rebid* on a 9-1-1 call?

*Note: If you've ever been asked to do an ALI Rebid, it is the same as a Request ALI.

During a live 9-1-1 call, dispatchers can obtain updated location information by utilizing the “Request ALI” button on the PlantCML screen. This may be particularly helpful if ALI does not come in with the call initially or the dispatchers wants to find updated or more detailed ALI data.

How to conduct an ALI Rebid:

1. Press the "Request ALI" button on the PlantCML screen.
2. Once the “Request ALI” button is selected, a separate window will display with the ANI to be checked. 
3. Select the “Request ALI” button within this window.  Thinking bars will scroll across the window.
4. Once it has finished, select “Keep” which will close the window and repopulate the ALI screen with updated location information.

This function can be used approximately every 20 seconds during an active 9-1-1 call.

What should I do if an ALI Rebid does not work?

Should you ever receive incorrect ALI data on a call, or experience any other problem, be sure to report it through Info Manager. This can be done from your PlantCML workstation. All database errors such as misroutes, incorrect ALI information and no record founds should always be reported. The Info Manager form for submitting such errors was recently updated to help streamline the reporting process and make it easier for dispatchers to make the MARC database staff aware of data issues.

Will the screen and button configurations be the same after the upgrade?

The MARC maintenance technicians will copy screen configurations and speed dials from the previously used computers to the new ones installed during the upgrade. This means the screen will appear exactly the same. The primary workspace appearance differs in that the monitor, computer, mouse and keyboard are now all black.

Is there a way to retrieve data from old hard drives once the upgrade has happened?

Unfortunately, there is no way that data can be recovered from old hard drives. Once the equipment is switched out, the MARC maintenance technicians do a Department of Defense level disk wipe on the old hard drives. This process makes three passes to wipe out all of the data. After the data wipe, there is no way to identify which hard drives came from which computers. Information on the hard drives that agencies want to keep should be saved prior to the upgrade.

Why does my touchscreen keypad operate differently?

Dispatchers have noticed a delay when using the keypad to enter the same number repeatedly. With the old touchscreen monitors, the same number on the keypad could be pressed multiple times rapidly without any issues. With the new monitors, there is a half- to full-second delay which prevents rapid button pressing. For example, if someone needs to dial a phone number that has three nines in a row, he or she will need to pause each time after pressing nine before pressing it again. This is a design feature of the monitors that cannot be changed. Pressing different numbers in quick succession does not seem to cause a problem. If it is easily accessible, the keyboard may be used to enter numbers as well.

What are all the buttons on the side of my monitor? Where is the volume knob?

The new monitors have several buttons on the right hand side which allow access to menus, configuration, etc. None of these buttons control the volume. The power button, which is the bottom-most button on the right hand side of the monitor, can easily be pressed accidentally. Please be aware of this when moving or adjusting the monitor.

To adjust ringer volume, a dispatcher simply needs to single-click the speaker icon in the bottom-right corner of the screen. After clicking this icon, a slider bar will appear which will allow the dispatcher to raise or lower the volume as needed. To minimize the slider bar, simply click anywhere else on the screen. There are no longer volume adjustment buttons on the monitor!

When should I reboot?

MARC technicians recommend fully rebooting each 9-1-1 position weekly. This is not always possible, but keep in mind that rebooting often takes care of common (and sometimes uncommon) problems that are seen in Windows XP. Additionally, rebooting the system ensures that the newest GeoLynx map updates get installed on a regular basis, which can be critical in newly developing areas of the region. Supervisors should be able to provide Sentinel 9-1-1 login information if dispatchers are unaware of their login IDs.

What happened to the old IRR recordings?

IRR recordings made prior to the upgrade will no longer be available. IRR data is stored locally on the PC, so when a new computer is installed, all the old recordings are removed along with the old system.

What should I do if ALI information does not come in correctly?

Sometimes ALI information does not come in correctly (or at all) for a 9-1-1 call. Often, this information can still be retrieved by performing an ALI rebid. To do this, simply press the “Request ALI” button on your Sentinel 9-1-1 screen and wait a few seconds while the ALI database is queried. After the updated information comes back, select “keep” for the data to populate the ALI screen. If the ALI information still does not come in correctly, please submit an error report via the Sentinel Info Manager.

Is your question not answered here?
Submit your 9-1-1 equipment questions to our MARC 9-1-1 maintenance technicians at 911techs@marc.org. If you have a pressing issue that needs immediate attention, please call 816/421-2911.