Today’s travelers expect a safe and secure environment with the ability to seek help or information instantly. Instant communication, messaging, and data have become a way of life.
Imagine being lost and alone on a subway platform. With one press of a button, an operator at a centralized communication center can see you and take quick steps to help; calling on train conductors, transit police, or other services.
Boyce Technologies developed the Help Center Communication System (HCCS) as a call center software solution for both emergency and informational calls. It also has the capability of remotely managing and controlling Help Points and other field equipment. HCCS facilitates the configuration and administration of a Help Point System, as well as other legacy digital and analog systems. HCCS monitors the health of devices and manages the answering of each assistance or emergency call. HCCS can also securely communicate (TLS) with existing PBX systems for added connectivity and ease of communication.
The Help Center Communication System manages and controls all communication equipment between the Help Point and the command center through:
- Configuration and monitoring of devices
- Providing control of gates, fans, and other device components
- Maintenance and real-time alerts, including polling health status of devices
- Administration of all devices (Operator and Administrator levels of security)
- Answering and managing emergency and informational calls
- Recording of audio, video and data
- System statistics and activity reports
- Power shedding, control, supervision
- Quality Of Service (QOS)
HCCS relies on a highly scalable communication server to tie together Help Points, VOIP phones and other legacy phone systems (POTS). HCCS takes advantage of widely used standards such as SIP, SDP, SNMP, RTP, SMTP and others to reduce complexity and increase compatibility with existing equipment.
All configuration and call data is stored within a database. This provides ease of configuration with drag and drop configuration and simplified reporting.