NENA Standard for 9-1-1 Call Processing NENA-STA-020.1-2020 

2.2.1 Standard for answering 9-1-1 Calls Ninety percent (90%) of all 9-1-1 calls arriving at the Public Safety Answering Point (PSAP) SHALL be answered within (≤) fifteen (15) seconds. Ninety-five (95%) of all 9-1-1 calls SHOULD be answered within (≤) twenty (20) seconds. A call flow diagram is available in Exhibit A.  The application of the standard SHALL begin at the time of Call Arrival and extend to the time of Call Answer at the point when two-way communication can begin. The interval between Call Arrival and Call Answer should be evaluated, at a minimum, for each preceding month using a full month of data. Determining if a PSAP has successfully met the call interval metric of 90% in 15 seconds (and 95% in 20 seconds), should be based upon the one-month evaluation. An authority having jurisdiction (AHJ) may measure this metric on a weekly or daily basis for a more detailed analysis.

2.2.2 Order of Answering Priority It is the responsibility of on-duty telecommunicators to answer all incoming calls. All calls will be answered in order of priority:

1. Calls received on 9-1-1 or alternate emergency access numbers (AEAN)
2. Calls received on non-emergency lines
3. Calls received on administrative and/or internal phone lines