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ACSA
Polokwane Control
                Centre
  MICROMATION is Southern Africa's premier supplier of  top reliability, top technology -

Integrated Communication Control Systems (ICCS)
Emergency Communication Control Systems ( for Police, Ambulance, Fire, Traffic, Public Safety),
Public Utility Control Systems (for Electricty, Water),
Airport Control Systems (for Apron & Ground Control) Communication Systems,
  Dealer Board Systems (for Forex, Stock Exchange, & Corporates),
Security Control Systems (for Industrial & Rapid Response),
 
Voice Emergency Notification and Disaster Management Systems, & associated equipment.
In summary - we are the Communication Control Centre specialists, and can specify, design, install, and commission your new centre!

Want to know more? - please page down

Note - this is our detail engineering site. 


A PRODUCT OF SOUTH AFRICA


SPECIFICATIONS


Many of our potential customers would like to have modern Communication Control Systems installed, so that they can provide a better, faster, more efficient service to the people in the areas that they serve.  But they do not know how to go about it.   They know that writing the specification requires a detailed knowledge of the subject, which their in-house personnel do not have, and knowledgeable consultants in this field are few and far between.


If this is your problem, email us at action@micromation.co.za or ring us at 011 822 1065, as we have sample generic specifications for all the equipment you would need Microsoft MSWord format.   


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Contact Details
Capability
What is an Emergency Communication Control Centre?
Voice Notification System for Disaster Management
SoftRisk Disaster Management
Micromation's Call Taking & Dispatching Software
Dealer Board Systems
Modulinear Control Desks
Micromation's Community Services
Crash Fire Alarm System
Micromation Group

 Facilities of Product Ranges
Communication Control Systems vs Call Centres
Multi-Channel Voice Recorders
 E911Pro CAD System
Mobile Operations Control Centre/Incident Command Vehicle
VoIP PABX & Dealer Board System
Funicular - Cape Point
Web Site Terms & Conditions
Operator's Control Station/Chair



MICROMATION

 is Southern Africa's Most Experienced
Communications Control System Supplier ,
with over 140 systems installed
throughout Southern Africa


FOR "911" COMMUNICATION, INSTALL A SYSTEM BY
MICROMATION 

Our Contact Details :-
Phone :- (2711) 822-1065
Fax :- (2711) 822-1067
Emergency After Hours Standby Phone :- (2761) 078-7095
           Email  :-action@micromation.co.za

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TOTAL SYSTEMS INTEGRATION AND COMPLETE "TURNKEY" PROJECTS ARE OUR SPECIALITY.
 

Interested? Please contact:-
 DERRICK WILLCOCK (CEO) 
for or more information, or visit our Sunnyrock, Germiston Offices, overlooking the Johannesburg-Witbank Highway.


CAPABILITY

Our capability includes the total systems integration and project management of the following :-

Architectural design of centres,

Building and equipping control centres,

Raised flooring, suspended ceilings, dry walling, air conditioning,

Interior décor and office furniture,

Specialised control desks, and control room furniture,

Lighting, acoustics, mains power, standby power, U.P.S.s,

Radio systems, including masts, antennas, and radio surveys,

Specialised interfacing including Call Points and NEAR systems,

Local and remote control of station doors, intercoms and alarms,

Telephony, both analogue as well as digital,

Computer Telephony Integration,

Automatic Attendant/Call Sequencer,

CCTV with local and/or remote control plus monitoring,

Integrated Communication Control switching systems for all the above.

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Our system design team’s motto is " Electronic Engineering Excellence".
WE ARE LOOKING FORWARD TO HEARING FROM YOU!

FACILITIES
OF OUR PRODUCT RANGES
 

Incident Command VehicleFunicular

We can supply systems of vastly differing technologies used in our Communication Control Systems.
Note that we produce a whole variety of different systems to suit our customer's needs.
In short :-

 We Design Systems to suit all applications, and all budgets.

COMMUNICATION CIRCUITS AVAILABLE

We use the following Licensed communication circuits for use on TELKOM circuits :- I.S.D.N. Primary Rate, (TELKOM 10314, 10466, 0046132, SABS CC100655)

P.S.T.N. dial lines, (TELKOM 10314, 0046132, SABS CC100655, SATRA DB/1, DB/2, DB/7, CFS/01, LT/11),

Private lines, (TELKOM 10314, 10466, 0046132, SABS CC100655, SATRA DB/1, DB/2, DB/7, CFS/01, LT/11),

Central Battery Private lines, (TELKOM 10314, 0046132,SABS CC100655, SATRA DB/1, DB/2, DB/7, CFS/01, LT/11)

Number of Communication Control Systems installed in Southern Africa - more than 140 systems.
   

Micromation’s "firsts" in S. A. -
First dealer board installation in South Africa

First South African dealer board system design and installation,

First South African Open line System design and installation,

First South African Communication Control Systems

First Computer Electricity ripple control System in the World,

First Micro based Autoclave Controller in the World

First Micro based Petroleum depot control system in South Africa

First Micro based Communications Cable Pressure system in South Africa.


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WHAT IS A
COMMUNICATION CONTROL SYSTEM?

Definition

A Communication Control System provides ultra reliable, unrestricted (unblocked), fast (one touch) accessing, operator selectable communications, under conditions of high operator stress, where response time is critical, and where a variety of parallel communication channels are being used and monitored simultaneously.    

A Communication Control System integrates a variety of different communication circuits, and presents all of these circuits simultaneously to the operators at each console in a uniformly standard, highly compact and ergonomic configuration.

 A Communication Control System provides the most efficient man-machine interface to the operators, allowing the operator to use all his visual, audio and tactile senses to their full extent.
 

Problems

Most people, including most communication technical staff, do not understand the need for a communication control system, or its stringent design requirements. However, the program "Rescue 911" originally brought the concept to the public’s attention, but not the technical or ergonomic requirements of an emergency control centre.

 A communication control system is not a Call Centre, PABX, ACD, switchboard system, feature phone system, radio control system, trunking radio system or intercom system.
 

Applications

Communication Control Systems are found in Emergency Control Centres (Police, Ambulance, Fire, Traffic), Disaster Control Centres (Civil Defence), Airport, Railway and Port Control Centres (Air Traffic, Apron/Ground Control, Freight Handling, Centralised Track Control), Utility Control Centres (Electricity, Water), and Financial Dealing Rooms (Forex, Money Market, Stock Exchange).
 

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HOW DOES A COMMUNICATION CONTROL CENTRE DIFFER
FROM A  CALL CENTRE?

There are many differences, as both systems are designed for very different markets.   We will present the main difference below, comparing our Micromation ADS system with a typical Call Centre.

Fundamental Principles

There are two fundamental principles applied to Emergency Control Centres, namely :-


Communication Methodology – Call Centres

A Call Centre is designed to permit a caller to dial up the Call Centre on the PSTN (Public Switched Telephone Network), and this call is automatically queued, then automatically routed through to a Call Centre Agent in time sequence.   The Call Centre system “pushes” the call to one of many Call Centre Agents, usually the Agent that has been the least busy.   Voice communication only takes place between two parties – the Caller and the Agent.  The Agent will usually refer to his computer workstation to answer the Caller’s queries.    Once the Caller’s queries have been dealt with, the call is terminated, and the Agent waits for the next caller.   Incoming caller traffic is reasonably constant throughout the working day, and the psychological state of the callers range from even tempered to annoyed.
 

Communication Methodology – Communication Control Centres

Lets firstly deal with the simple case of a telephone or cellular phone caller.

A Communication Control Centre is designed to permit a caller to dial up the Centre via the PSTN, (or communicate with the centre by a number of other means).  The Caller’s telephone number, along with all other unanswered Caller’s telephone numbers, is displayed to the Centre’s Operators on each of their consoles, and an Automatic Attendant handles any caller overflow in a queue.   An Operator who has finished dealing with a previous incident selects this Caller by “pulling” that specific call from the system.  Voice communication initially takes place between the Caller and the Operator while the Operator enters details of the incident on a Call Taking and Dispatching computer workstation.  Then the Operator communicates (usually by radio) with as many as four separate Service Providers, either serially (one at a time) or in parallel (broadcast), while the Caller is still on line.   The Caller hears the Operator, and hears the instructions given to the Service Providers, but does not hear the Service Providers’ response.

The Operator hears the Caller in his left headset earpiece, hears the Service Providers in his right headset earpiece, speaks to the Caller without pressing his p-t-t (push-to-talk) footswitch, and speaks to the Service Providers by pressing his p-t-t footswitch.  In the event of a Service Provider query, the Operator telepatches that Service Provider to the Caller, so that communication can take place directly.    Once all Service Providers have enough information to handle the incident, the call is terminated, and the Operator completes entering the on-line forms in the Call Taking and Dispatching system.   Incoming caller traffic is sporadic with large peaks, and takes place throughout a 24 hour day.    The psychological state of the callers range from concerned to highly traumatised.

The above only describes a telephone caller.  A number of emergency Callers contact Emergency Control Centres via their cellular (mobile) phones, NEAR systems, Two Way Radio Systems, Single Sideband Stategic Radio Systems, Trunking Radio Systems, Radio Alarm Monitoring Systems, Telephone Line Alarm monitoring Systems, Intercoms or even Emergency Push buttons.
 

Caller Categories & Interfaces

The above descriptions deal with a caller from the general public requiring assistance, or giving the Centre information.

However, the people that contact Communication Control Centres may be the general public, but in addition calls may come from other sources.  Calls are received from the following categories of callers :-
 


Time Sequenced Queues

During a large incident or disaster, Control Centres are inundated with calls from the general public, but it is essential that the operators handle the more important callers first.   On a Communication Control System, all the callers, including the important callers such as Public Safety Officers are clearly visible at all consoles, and the operators can take these calls out of the time sequenced queue, and deal with them as soon as possible.  A Call Centre with only time sequenced queues cannot offer that facility to the operators.
 

Dispatcher Communication Channels

Communication Control Centre Dispatchers require a different mix of communications channels, such as :-
Fixed line telephones, Cellular phones, NEAR (National Emergency Radio), Call Points, two way radio, trunking radio, radio paging, Controls & indications, Public Address systems, intercom systems, bell systems, NATIS, and traffic light controllers.
 

Interfaces

From the above one can see why Micromation’s Communication Control Centres have 32 different interfaces available to cover virtually all the interfacing requirements needed in the Southern African market, whereas Call Centres generally only cater for fixed line telephones.
 

Reliability

Communication Control Systems are designed to be extremely reliable, and the effect of component failures limited to small areas of the system.  Central microcomputers are generally replaced by distributed microprocessor systems..

 

    TABULAR SUMMARY

 
DESCRIPTION
COMMUNICATION CONTROL CENTRES
CALL CENTRES
Caller allocation to Operator or Agent :-  Operator selects (pulls) caller from a visible stack  Equipment allocates (pushes) caller onto the Agent
Caller queue visibility :-  A time sequenced stack of callers visible at all consoles  No visible stack
Operator ability to select a specific caller from the queue, (e.g. the caller redials in after losing connection) :- Any of the callers in the time sequenced visible queue can be selected   Operator is not permitted to select a specific caller – only a time sequenced queue available
Call overflow handled by :-  Automatic Attendant  Automatic Attendant
Centre call statistics displayed by :-   LED call status display, or on the operator’s workstation  LED call status display
Operator/Agent headset :- Binaural (2 channels)  Monaural (1 channel)
Number of parties handled simultaneously by the Operator :- At least 2 parties (Caller & Service Provider), each with independent speech channels to the Operator, but Service Providers or Operators can be extensively conferenced (up to 32 parties)  Usually only party at a time – minimum conferencing available. No simultaneous independent speech channels
Interfacing capability :-  Communication interfaces all available simultaneously on the same switch Usually limited to telephone lines, with radio covered by another system
Speaker systems :- 8 channel dynamic (operator selectable) speakers, monitor speaker boxes & fixed connection speakers available.   Only monitor speaker boxes available.  Fixed connection radio speakers usually driven from a separate system.
Unblocked switching :- Every circuit throughout the system is unblocked, (including operator headsets which are regarded by the system as circuits)   Usually blocked, but some equipment has limited unblocked switching from Agents to lines.
Call/radio patching options :- Telepatching & radio patching available on all channels on the system  Patching either not available, or limited to a few circuits.
Voice recording playback :-  4 playback channels connected to the switch for conferencing & patching purposes. 
Voice playback normally VOIP (Voice Over I/P) – no conferencing & patching capability

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WEB SITE TERMS & CONDITIONS

Information in this web site is provided "as is" without any express or implied warranties, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and noninfringement.  The Micromation group  and its subsidiaries as an owner or managing agent ("Micromation"), shall not be liable to any party for any direct, indirect, consequential or other damages for use of this website or other hyperlinked websites. If this limitation of liability or the exclusion of warranty set forth herein is held inapplicable or unenforceable for any reason, then Micromation's maximum liability for any type of damages shall be limited to U.S. $100.00. You may view, copy or print pages from this site solely for personal, noncommercial purposes. You may not otherwise use, modify, copy, print, display, reproduce, distribute or publish any information from this site without the express permission of  MICROMATION. At any time MICROMATION may without notice make changes to this site or to the services or productsdescribed in this site. Information on this web site may contain technical inaccuracies or typographical errors. Information may be changed orupdated without notice. MICROMATION may also make improvements and/or changes in the products and/or the programsdescribed in this information at any time without notice. Any comments or materials sent to MICROMATION including feedback data, such as questions, comments, suggestions, or the like regarding the content of any such documents (collectively "Feedback"), shall be deemed to be non-confidential. MICROMATION shall have no obligation of any kind with respect to such feedback and shall be free to reproduce, use, disclose, exhibit, display, transform, create derivative works and distribute the feedback to others without limitation. Further, MICROMATION shall be free to use any ideas, concepts, know-how or techniques contained in such feedback for any purpose whatsoever, including but not limited to developing, manufacturing and marketing products incorporating such feedback. Information MICROMATION publishes on the World Wide Web may contain references or cross references to MICROMATIONand/or MICROMATION's subsidiaries products, programs and services that are not announced or available in your country. Such references do not imply that MICROMATION intends to announce such products, programs, or services in your country. Consult your local MICROMATION contact for information regarding the products, programs and services which may be available to you.

MICROMATION makes no representations whatsoever about any other web site, which you may access through this one. When you access a non-MICROMATION web site, please understand that it is independent from MICROMATION, and that MICROMATION has no control over the content on that web site. In addition, a link to a non-MICROMATION web site does not mean that MICROMATION endorses or accepts any responsibility for the content, or the use, of such web site. It is up to you to take precautions to ensure that whatever you select for your use is free of such items as viruses, worms, trojan horses and other items of a destructive nature. The MICROMATION name, logo, service and product names identified in this site are trademarks or service marks of MICROMATION. All other products or services referenced in this site are the trademarks or service marks of their respective owners.All MICROMATION web site design, text, graphics, and the selection and arrangement thereof are the copyrighted works of MICROMATION. All rights reserved

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