Call Taker Identification Setup (CallTaker ID)

Product: ALL
Audience: Call Takers, Dispatchers, Supervisors, Administrators
Last Updated: 04/08/2026
Support: Support@prepared911.com

Call Taker Identification (CallTaker ID) enables Prepared to associate emergency calls with individual dispatchers.

This powers:

• Automated QA feedback by the user

• Dispatcher-level analytics and reporting

• Supervisor coaching and performance tracking

Without CallTaker ID, these workflows require manual input and are significantly limited.

Customers can now self-initiate CallTaker ID setup directly in the product.

Navigate to:
Analytics → All Incidents → Call Taker (right sidebar)

If setup is required or an issue is detected, you’ll see an actionable prompt allowing you to submit a request.

Submitting a request will:

• Automatically create a Support ticket

• Notify the appropriate teams

• Begin the setup or troubleshooting process

Meaning:
No Call Detail Record (CDR) feed exists yet.

What to do:
Click the prompt and submit the setup form to begin configuration.

Meaning:
A feed was previously configured but is not currently working.

What to do:
Submit the form to alert Support and initiate troubleshooting.

Meaning:
A feed exists, but calls are not reliably matched to dispatchers.

What to do:
Contact Support for investigation.

Prepared identifies call takers using one of the following:

A system-generated log from your call handling equipment that includes:

• Which user answered the call

• Call timestamps (arrival, answer, transfers)

Does NOT include audio or CAD data

If your center has stable extensions mapped to users, you can provide a mapping file for identification.

If CAD integration is enabled, dispatcher identification may be derived from CAD records.

CallTaker ID setup is required for:

• All new QA customers

• All new ACT customers

• Existing centers are being upgraded for QA/Analytics

Once you submit the form:

1. A Support ticket is automatically created

2. Support reviews and triages the request

3. Your IT contact may be looped in

4. The request is handed off to Implementation

5. Implementation coordinates technical setup or fixes

To complete setup, your team may need to provide:

• Call Handling Equipment (CHE) provider

• IT contact information

• CDR feed availability (port or network connection)

• Connection type (Serial, TCP/IP, etc.)

• SIP extension mapping (if available)

If the CallTaker ID is partially working or inconsistent, common causes include:

• Missing or incomplete CDR data

• System timing mismatches

• Calls are abandoned before being answered

• Configuration or mapping issues

• Systems that do not include dispatcher names in logs

If you experience issues:

• Submit a request directly from the product (recommended)

• Or contact Support@prepared911.com

Support will:

• Identify your scenario

• Route your request appropriately

• Coordinate with Implementation and Engineering

• Ensure your IT contact is included in all communications

• Provide SIP extension mapping if available

• Respond promptly to setup questions to avoid delays

• Keep all stakeholders (Supervisors, IT, CSM) on the thread

Once the CallTaker ID is configured correctly, you will be able to:

• View dispatcher names across all incidents

• Run user-level analytics and reporting

• Deliver targeted QA feedback

• Improve performance tracking and coaching

Reach out to Support@prepared911.com or use the in-product setup prompts to get started.