Communication Management System

Future-proof system architecture with proven technology

The basis is a unified packet-switched infrastructure – the IP network – into which communication channels, media, devices, workstations, and additional systems such as sensors are integrated. 
 
With the NGS3600, a central control unit, the so-called softswitch, manages the connection between individual clients and forms the core of the entire system. 
 
All clients send their connection requests to this softswitch, which connects them to the desired partner. Once a connection is established, the softswitch is no longer involved – meaning that in case of a lost connection to the softswitch or a failure of the system core, ongoing calls can continue uninterrupted.

Media Gateways

At the outer boundaries of the network, so-called media gateways or session border controllers are positioned. These establish connections to external communication networks such as ISDN, All-IP connections, analog telephone lines, digital radio, and more. 
 
The media gateways convert specific signaling and protocols into the SIP protocol. For security reasons, these gateways can be configured redundantly with automatic failover and are deployed at the point of line termination. 
 
The software-based media gateways are an integral part of the overall system and are designed to be secure and highly redundant. This includes components such as the session border controller, AML-, emergency call detection and eCall services, as well as the digital radio connector. 
 
SIP/IP-based peripheral devices – such as public address systems, intercoms, video cameras, or building management systems – are directly integrated into the network. For analog or proprietary systems, media gateways are available to ensure compatibility. This allows, for example, digital radio FRTs to be integrated for emergency operations, forming part of the system with a unified and ergonomic user interface. 

Individual Architectures

The system’s capabilities allow for individual architectures – for example the shared use of All-IP connections, TETRA interfaces, or redundancy levels. Workstations can be designed for internal or cross-organizational use, with complete freedom in their placement. 
 
In high-load operation, certain services, call types or groups and functions can be dynamically redirected to specific workstations or control centers. This so-called support or overflow mode ensures balanced utilization during normal operations and significantly increases capacity when needed. During major incidents, mass casualty events, or planned operations, the NGS3600 serves as a powerful support platform. 
 
In evacuation scenarios, workstations at alternative or temporary locations can be activated and integrated into operational workflows, ensuring continuity even during building evacuations. 
 
Redundancy mode enables continued operation using technology from another location or organization, depending on the type of failure – including continued use of the standard workstations. 
 
Migration mode enables uninterrupted control center operations during the setup of new sites, implementation of new transmission technologies and interfaces, or planned centralization of control centers. Locations with different technical setups can initially be networked and later consolidated both technically and operationally. 

Flexible Configuration

The dispatcher application can be operated either on dedicated systems or on customer-owned computers. Operation is possible via touch panel or using keyboard and mouse. 
 
A dual or parallel operation – such as a secondary installation of the application on the client workstation of the operation control system – further increases availability. 
 
With its open interface, third-party providers can integrate the NGS3600 operation into their own systems – enabling, for example, workflow-based communication management within the operation control system. 
 
For remote, mobile, or emergency/command workstations, the dispatcher application can be used on all-in-one computers, tablets, or laptops. The software-based dispatcher interface uses the device’s native interfaces to connect audio communication equipment. 
 
Mixing different workstation configurations is naturally supported – for example, touch panels from dispatcher workstations can also be used wirelessly in command rooms.

Ergonomic operation of the NGS3600

Key functions are accessible with just a few interactions. The interface and display are governed by extensive configuration options based on definable organizations, roles, and rules, ACD mechanisms (Automatic Call Distribution), and other dynamic permissions – allowing operators to focus on their core tasks. 
 
The integrated directory for telephone or radio participants, groupable speed dial keys, pre-announcement text and extensive user-specific configurable audio settings are just a few of the functional features. 
 
Role management allows workstations to be assigned to organizational units or specific call types and groups. Role changes can be made at any time and incoming calls for the newly assumed role are immediately presented. Role management continuously monitors minimum staffing levels in the background and issues warnings if understaffing occurs. 
 
Automatic Call Distribution is used for intelligent call distribution. Its core function is to direct calls precisely to the workstations best suited to handle them. The ACD system distributes all incoming calls appropriately among available users, minimizing simultaneous call signals and optimizing workflow.

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