Using WPS
When to
Use WPS
When a cell phone user is unable to complete a call in two attempts
using normal dialing during periods of network congestion, they
should re-attempt their call using Wireless Priority Service. WPS
calls can be made to other cell phones, landlines, and satellite
phones.
The WPS feature must be subscribed on the calling
cellular phone to make a WPS call. However, the called number does
not need to have WPS or GETS. WPS should not be used when calling
911.
How to
Make a WPS Call
- Confirm WPS subscribed cell phone is in range of radio signal
(one or more “bars” on display screen)
- Enter 272
and the Destination Number and push SEND key (example: 272
703 818 4387 and SEND)
- Network will route call to the Destination Number. It may take
60+ seconds to complete the call during heavy congestion and there
may be intervals of ringing and/or silence; this is normal. On
most cell phones the screen will display 272
and the Destination Number. Some cell phones may display call
status messages such as call queued and/or provide audible tones
indicating the call has been queued
- If first attempt does not complete end the call and retry by
pressing send key to auto redial; or add 272
prefix to emergency numbers stored in cell phone memory for quick
re-dialing. Some cell phones automatically retry calls that do
not complete on the first attempt – the screen message will
indicate if the phone is retrying the call
These instructions are in the document
“Using GETS and WPS During an Emergency” that
can be downloaded and printed from the Documents
section
When to
Make a WPS + GETS Call
Network congestion is likely to vary among carriers and locations.
Some users may be able to make normal cell calls while others will
need to use WPS. Network congestion can change over short time intervals
and distances. WPS users should continue to retry WPS calls after
a short wait or change in location if they have difficulty completing
WPS calls.
However, when WPS calls to the same destination number
do not complete (typically resulting in a fast busy, all circuits
busy or similar announcement, or 60+ seconds of silence), users
should retry their call using WPS + GETS - see How to make a WPS
+ GETS Call below. This sends the call directly to one of three
GETS carriers, providing multiple alternate routes for the call
to complete.
When WPS calls are not completing because the
called number is busy and there is no forwarding feature to voice
mail or alternate number, the user will usually hear a standard
busy signal and the display screen will show that the called number
is busy or in-use. In this instance the user should continue to
retry the call alternately using normal dialing and WPS.
How to Make a WPS + GETS Call
- Confirm radio signal and view PIN and GETS access
number on your GETS Card
- Enter 272
710 627 4387 (710 NCS GETS) and push SEND key
- The call will be routed to one of the three GETS
carriers. It may take 60+ seconds to connect to a GETS carrier
during heavy network congestion
- Listen for the tone, then enter the twelve digit
PIN on front of GETS Card (do not enter # after last digit)
- Listen for voice prompt: “Please enter your
Destination Number now”
- Enter the Destination Number (omit the 1 before
the Area Code)
- You will hear an announcement “You
are using GETS, AT&T/Verizon Business/Sprint”. Network
will route your call to the Destination Number - may take 60+
seconds after the announcement to connect to Destination Number
during heavy network congestion
If WPS + GETS calls do not complete, use the toll
free numbers on back of GETS Card instead of 710 627 4387 to retry
the call, beginning with Step 2 above. This provides additional
routes for the call to complete.
- AT&T: 272-888-288-4387
- Verizon Business: 272-800-900-4387
- Sprint: 272-800-257-8373
Note that the 1010 numbers on the back of the
GETS card cannot be used with cell phones
Answering
Incoming Calls
Answering an incoming WPS (or GETS) call to a cell phone during
times of network congestion is the same as answering any other incoming
call; simply answer when the phone rings. There are no special indications
that an incoming call is a WPS or GETS call.
Understanding
How WPS Works
Some WPS Users find it useful to understand how WPS works:
- When the WPS subscriber pushes the send key after entering 272
plus the Destination Number, the call is given priority for the
next available radio connection between the user’s cell
phone and the service provider’s network equipment. If a
radio connection is not immediately available WPS calls are placed
in queue for the next available connection. When a radio connection
becomes available the call is automatically connected to the network
equipment. WPS calls can queue for up to 30 seconds to access
an originating radio connection.
- Once a radio connection is established, the service provider’s
network equipment gives the call priority marking and routes it
to the called number location. If there is network congestion
along the available routes to the called location, WPS calls may
be re-routed or placed in queue until a route becomes available.
WPS calls can be queued one or more times as they are routed from
the originating location to the destination location.
- When a route to the destination location becomes available the
WPS call, along with its priority marking, is sent to the network
equipment associated with the called number:
- If the call is to a landline it receives
priority treatment for connection to the Destination Number’s
local telephone line. If the line is available the caller
will hear ringing; if it is busy the caller will hear a normal
busy signal or it may forward to voice mail or an alternate
line. Note that WPS calls do not interrupt existing calls
- If the call is to a cell phone served by a
WPS capable carrier, the call will have priority for the next
available radio connection to the called cell phone. Only
the calling cell phone needs to have the WPS feature, the
called cell phone does not need to have WPS. If a radio
connection is not immediately available the call will queue
for a radio connection. When a radio connection becomes available
the call will be automatically connected and the caller will
hear ringing or be forwarded to voice mail if the call is
not answered. WPS calls can queue for up to 30 seconds to
access the terminating local radio connection. Be sure to
regularly check your voice mail if you are expecting emergency
calls during times of network congestion. If you have difficulty
reaching voice mail, use WPS by dialing 272
and the voice mail access code for your service provider
- If the call is to a cell phone on a cellular
network without WPS and there is no congestion the caller
will hear ringing or be forwarded to voice mail if the call
is not answered
- If you are using your cell phone and receive a Call Waiting
indication (tone and/or screen message), you will be able to answer
the call waited call even if there is local radio congestion.
This is because you already have a radio connection with your
existing call. Be sure to accept the call waited call using the
answer Call Waiting procedure for your model of cell phone. If
you disconnect the existing call and then attempt to answer the
call waited call you will disconnect the radio connection and
a new radio connection will have to be established. If you choose
not to answer the call waited call it will forward to voice mail
after several rings if you have voice mail.
Information
for POCs and Telecommunications Support Personnel
The purpose of this section is to provide GETS/WPS Points of Contact
(POCs), Alternate POCs, and telecommunications support personnel
with additional information for assisting their organization’s
WPS Users. This information should be kept readily available for
use during an emergency or disaster when network congestion is likely
to occur.
The POC and Alternate (and other individuals designated
by the organization) are responsible for making sure that each user’s
WPS feature is activated on their cell phone and that the user is
familiar with how to use WPS. The user and the POC/Alternate POC
are sent an email when the service provider activates WPS on the
user’s cell phone. The POC should contact the user to confirm
that the user has made WPS test calls. If the user is unable to
complete WPS test calls they should call the user assistance number,
located on the back of the GETS card. That number is 1-800-818-4387
or 1-703-818-4387.
Because it may be necessary to use GETS in conjunction
with WPS, each WPS user should have a GETS card. The POC/Alternate
POC should make sure WPS users have their GETS card with them at
all times, and continue to make periodic test calls to assure familiarity
with:
- How to make WPS calls
- How to retry WPS calls using the send key and/or
adding 272 to
emergency numbers stored in cell phone memory for quick re-dialing
- When to make WPS + GETS calls
- How to make WPS + GETS calls
- How to accept call waited calls
- How to use WPS to access voice mail
To assist in training users, the document Using
GETS and WPS During an Emergency, can be downloaded and printed
from the Documents section. It is formatted for two-sided printing
on a single sheet. Copies should be provided to all WPS users and
also be placed in the Emergency Operations Center and other locations
and vehicles where GETS and WPS are likely to be used. Space is
provided for entering contact information for the organization’s
POC and Alternate POC.
POCs and Telecommunications Support staff should
consider the following when implementing WPS in their organization:
- To make a WPS call the user’s cell phone must be in range
of a cellular radio signal. Damage to cellular radio facilities
and extended power failures can affect the cellular radio signal.
In the event of major damage to the cellular infrastructure, cellular
carriers may deploy backup mobile radio transmission towers to
provide service in affected areas. A major emergency or disaster
could result in short term unavailability of cellular radio signals,
but service providers may be able to restore service within a
short period of time. Thus, WPS users should regularly check their
cell phones during an extended emergency to determine if service
is available. When service is restored there may be limited capacity
and it may be very difficult to complete cellular calls without
WPS.
- Network congestion, when it occurs, will probably vary among
carriers and locations. For this reason emergency response organizations
should consider obtaining cell service from several WPS capable
service providers.
- It is important that your organization’s landline emergency
telephone lines will not be overloaded by non-essential calls.
Make sure that telephone numbers for EOCs and other critical locations
are appropriately disclosed. Also, check with telecommunications
staff to make sure that emergency numbers are not bundled in large
trunk groups where calls to non-essential extensions could busy
out the entire trunk group. Likewise, make sure that key emergency
personnel can get priority access to outside lines to make GETS
calls when they cannot use their cell phones.
- Calls to toll free numbers (800, 888, etc) may be less likely
to complete during periods of network congestion or when the network
is impaired because calls to these number require additional processing.
Most toll free numbers have an associated regular telephone number.
It is recommended that these regular telephone numbers be provided
to emergency personnel so they can dial the regular telephone
number rather than the toll free number to increase the probability
of call completion during an emergency.
- During an extended emergency commercial power may not be available
for charging cell phone batteries. WPS users should have car chargers
and a supply of extra batteries should be kept on hand.
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