911 call center screens accidental calls from cell phones

Eugene (KMTR) - Central Lane 9-1-1 has a new tool to help improve call efficiency: They're changing the way they answer calls from cell phones. It's in response to the growing number of accidental 9-1-1 calls from mobile phones. When calls come in from cell phones, they are now automatically screened with a very brief recorded voice message, after which the caller must say, 9-1-1 , or press any key on their phone before the call goes to a dispatcher. If there is no response, the system repeats the message in Spanish. Other 9-1-1 call centers in Oregon which have the same system report a 25% reduction in accidental calls, which improves their overall average response time.

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