Figure 21: eCall Operation Workflow (Germany)
The eCalls will be processed by the dedicated eCall Call Centre. The MNOs and fixed line operator will route the eCalls to this Call Centre.
The following steps will be performed during an eCall reception:
The eCall Call Centre receives an incoming eCall
The PSAP software decodes the MSD and queries the VIN database.
The voice call is transferred to a PSAP operator and the decoded MSD data and relevant vehicle data are displayed at the screen.
If communication with a vehicle passenger is feasible, the PSAP operator evaluates which Emergency Services are needed and notifies them.
If communication with a vehicle passenger is not feasible, the PSAP operator notifies all emergency services. If there is communication established until the time of arrival of the first rescuer at the incident location, the PSAP operator evaluates which Emergency Services are actually needed and notifies the rest ones to return back.
After the first rescuer arrives at the incident location, he/she estimates the severity and informs the Emergency Service Centre.
The rescue operation is performed and the Emergency Service Centre is notified about the result.
Emergency forces return to their Operation Centres.
Figure 22: eCall Operational Workflow (Greece)
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