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.
