Overview
CommsCoach Assist provides real-time call handling guidance for 911 call takers by accessing audio streams through your existing network infrastructure and processing it with AI. We support two industry-standard methods for audio capture, both of which are commonly used by voice logging recorders in 911 centers.
Two Connection Options
Option 1: Mirror Traffic
Option 1a: SPAN Port
Uses a SPAN (Switched Port Analyzer) or Mirror port to copy network traffic containing SIP and RTP audio streams. This is the traditional method used by most voice logging systems.
Option 1b: Split an Existing SPAN Port
Requires a small device, known as a network TAP, which splits one input data port into two output data ports. The TAP is inserted between the SPAN used by the production logging recorder and the server running the GovWorx Data Agent.
Option 2: SBC with SIPREC
Connects directly to your Session Border Controller (SBC) using SIPREC protocol for audio recording. This modern approach is increasingly common in IP-based phone systems.
How It Works
Audio Capture: CommsCoach Assist receives audio through either SPAN port mirroring or SIPREC protocol
Processing: The captured audio is processed locally on a dedicated server (shown in green in the diagrams - this is the only new infrastructure required)
Transcription: Audio data is securely sent to the AWS GovCloud for real-time transcription
Results: Transcribed text is returned to your center for training, quality assurance, and operational insights
Both approaches ensure:
No interference with live 911 operations
Secure, isolated processing of sensitive communications
Real-time performance for immediate feedback
How to Set It Up
Setting up CommsCoach Assist involves choosing your connection method and installing our software on appropriate hardware. The process is similar to what you've likely done for voice logging recorders.
Requirements
For SPAN Port Setup:
SPAN/Mirror port on your communication network (new infrastructure - shown in green)
Server with GovWorx Data Agent (new infrastructure - shown in green)
Internet connectivity to AWS GovCloud
For SPAN Port with TAP Setup:
TAP device (specific hardware recommended by GovWorx)
Server with GovWorx Data Agent (new infrastructure - shown in green)
Internet connectivity to AWS GovCloud
For SIPREC Setup:
SBC with SIPREC capability
Server with GovWorx Data Agent (new infrastructure - shown in green)
Internet connectivity to AWS GovCloud
Frequently Asked Questions
Connection Methods
Q: Which connection method should I choose - SPAN Port or SIPREC?
A: The choice depends on your existing infrastructure:
SPAN Port: Choose this if you already use SPAN ports for voice logging or if your phone system doesn't support SIPREC
SIPREC: Choose this if your SBC supports SIPREC and you prefer a more modern, protocol-based approach
Both methods provide identical audio quality and transcription results.
Network Configuration
Q: How do I get a SPAN Port set up?
A: If you're already using voice logging recorders in your 911 center, you likely have at least one SPAN port configured. CommsCoach Assist requires the same type of setup. Contact your network administrator or the team that configures your phone system. They can either:
Add a new SPAN port destination CommsCoach Assist to an mimic an existing SPAN port
Create a new SPAN port with the same audio traffic source
Insert a network TAP if that's your preferred method
Q: How do I set up SIPREC?
A: SIPREC configuration is done on your Session Border Controller (SBC). Your SBC administrator will:
Enable SIPREC on the SBC
Configure the SBC to send SIPREC streams to the GovWorx Data Agent server
Select which calls to record (typically all 911 traffic)
This is similar to configuring SIPREC for any recording system.
Q: My SPAN Port is set up - where does it go?
A: The SPAN port output connects to the GovWorx Data Agent server. For SPAN configurations:
The server needs at least one physical network interface to receive the SPAN traffic
A second physical interface (or VLAN) provides internet access to AWS GovCloud
This ensures complete isolation of the audio capture network
Q: How much will this cost?
A: Expect this to cost up to $3,000. Working with other agencies we have seen the
SPAN port setup cost $700-$1,000
Server to run the GovWorx Data Agent anywhere from $750-$1,500.
Network TAP (option 1b only): ~$250
Q: Can I use a Virtual Machine?
A: We have seen agencies network the SPAN port to a virtual machine, but the networking and routing from the physical span to the VM can be a challenge.
Hardware Requirements
Q: Do you recommend a piece of server hardware?
A: While we can provide hardware recommendations, we recognize that most 911 centers have established vendor relationships and specific requirements for:
Rack mounting specifications
Physical security requirements
Proximity to network infrastructure
Compliance with agency standards
We're happy to share an exact machine, but typically agencies prefer to work with their trusted hardware vendors who understand their physical infrastructure and mounting requirements.
The computer should have
8 Processing Cores
16 GB of Memory
256 GB of Disk
2 Network Interfaces
One for the SPAN Port
One for Internet Connectivity