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Ie - '.'.--./ . DRAFT DRAFT period during the busy month. That is 3-1/2 times the average hour traffic of 4% for each of 24 hours in the average day. 3. Apply a factor for elasticity of the telephone answering function. In larger dispatch centers, telephone calls usually arrive in a random manner, however: . T elecommunicators tend to shorten conversations during busier times. . Additional persons including supervisors, and persons on break, can be asked to pick up some telephone calls during short periods when there is a very high volume of calls. . Low priority, long connect time calls can be placed on hold to accept other inbound telephone calls for short periods of time. . Sometimes, there is a higher than normal telephone call traffic volume associated with a major, extraordinary event, and those calls can be handled with a shorter connect time. . Seven digit calls are often given a lower priority so that 9-1-1 calls that ring in later are picked up first before seven digit calls in queue during busier periods. For these reasons, it is reasonable to apply an elasticity factor of 0.8 times the call connect time for telephone calls arriving in a random traffic manner during the busier times in a dispatch center. 4. The nationally accepted grade of service for public safety answering points for 9-1-1 calls is 90% of calls answered in ten seconds (two rings) or less assuming pure random call arrival rate and no shortening of connect times, placing persons on hold, supervisor call answering, etc. On a pure statistical basis, use of this standard will indicate that a substantial number of calls may not be answered for up to 40 seconds (eight rings) or even 100 seconds (20 rings); however, a 40 second (or even a 20 second) ring time is actually a rare exception in public safety dispatch centers with an acceptable level of staffing because of the factors discussed above under telephone call answering elasticity. 5. A reasonable event handling elasticity factor is 0.85 times the number of new events arriving per hour during busier hour, of the busiest time period, of busy month. This is the result of the ability of radio operators, especially in law enforcement dispatching, to queue low priority events for a time period before qlertingfield personnel to respond thereby smoothing out the peaks of traffic arriving in a random manner. The average new event arrival rate is 0.70 times the busier hour rate so that 0.85 times the busier hour rate is still well above the average arrival rate during the busiest time period of busy month. 6. An appropriate divisor for law enforcement radio operators in the city of SL Paul dispatch center is 33 even though most police officers do not yet use MDCs for most inquiries since there are two information operators available for providing database lookups separate from the dispatcher radio operators. PSAPModelComparison 1.8.doc 14