Call Handling and Localization of the Emergency Calls
mjr. PhDr. Mgr. Miroslav Matouš, Police Academy of Czech Republic in Prague,
Department of Crisis Management

The motive for elaborating this article was to briefly describe the goal and the way of dealing with calls on the emergency lines, and further to capture the essence of the localization of the calls. The topic is an introduction to the issue of emergency calling lines in the context of the field of criminology. It is an environment that can be used, in addition to its primary purpose as a means of providing assistance in emergency situations, and for delinquent acts such as malicious calls as well. Serious acts are threats whose recipients are often uninvolved persons. For these reasons it is necessary to effectively get all necessary information, locate and capture these calls in the form of an audio recording. In this context emergency lines can be considered as a crime scene. Telephone devices are then a tool for reporting offences or intentions to commit an offence. Call handling can be in some way considered as a form of interrogation, as it is a controlled conversation with a clear goal and set rules. However, it must be said that it takes place in a completely different anonymous environment with limited tools. The callers can be both people with mental health problems and very intelligent offenders with premeditated intentions and consequences of their actions. Communication is often very brief, containing vague or fictional information, because disclosure is not their intention.

Keywords: emergency call, Emergency Call Centre, malicious emergency call, abuse emergency call, threat announcement, localization of call, call handling, criminal activity, interrogation, criminal investigation, identification, provide evidence.