Many shopping malls have their own local radio system. But the security guards report to a dispatch centre that is not in the mall, it is centralised for several shopping malls.

By installing a fixed radio at each shopping mall and remote controlling it through Mimer SoftRadio, the operator can sit “anywhere” and handle many shopping malls at the same time. The radio systems at the shopping malls can be of different types and brands. Mimer SoftRadio will still handle them all from the same dispatcher.

All calls can be recorded through the use of a Mimer ViceLog.

They mainly used an MPT1327 system with Motorola equipment. For dispatching, the four operators each had one radio in front of them. And for alarm call taking a fifth radio was installed at operator position one.

One of their initial problems was having radios on the tables, everything else worked through computers. But a worse problem was that nearly all calls came in to the first operator. And if he was occupied no one else could pick up the call. Either the guy in the field had to wait or he called another operator at random, all of a sudden the same call was at two or three operators who all were stuck with other jobs and a forth might have had nothing to do.

The guards in the field also reported their status with codes but had to rely on the operators to write them down manually with the correct time.

The worst problem was that also all alarms came in to only one operator position, which made it hard for the others to act on an alarm.

Another request was to have a voice recording possibility on the radio calls for follow up on incidents.

The solution to this was to use a Mimer SoftRadio System.

• All the five radios was moved to rack units in the alarm centrals server room.
• Four of the radios was then connected out to the operator positions and displayed on their computer screens. Each operator can use all four radios, but mainly use only one.
• The fifth radio was connected through MAP27 to a server running Mimer StatusLog. The server handles all calls and place them in a voice request queue. Also alarms are placed in the queue with top priority.
  Status calls go right through to the server and never display, only log with time stamp.
  The call queue and the alarms pop up on all operator screens.
  All calls and statuses are logged and time stamped for future follow up.
• Also a server running Mimer VoiceLog was built into the system and all audio going in and out over radio is now digitally recorded.

The operators have in this way received a much nicer working environment, with less equipment on the desk and also less stressful.

The field working guards get their calls answered much faster and their status calls logged automatically.

And the manager gets a better chance to follow up on special events.