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Handling an Emergency Assistance call
Here's a step-by-step guide to taking a SYNC® Emergency Assistance call, Emergency Assistance is triggered when a car’s front or side airbags are deployed, or  when the emergency fuel-pump shut-off is activated. 
When Emergency Assistance is initiated, the message vehicle occupants will hear is as follows:

“SYNC® will attempt to make an Emergency Call. To cancel the call, please choose cancel from the screen, or press the hang up button.”

Unless the call is cancelled within approximately 10 seconds, SYNC® will make the call and inform the vehicle occupants with the following message:

“An Emergency Assistance call is being placed. SYNC® will speak to the Emergency Operator first before opening the line, please wait." This is followed by ringing of the phone as a call is placed to 112.
When the 112 call is answered, important information is delivered to the Public Safety Answering Point (PSAP). SYNC® is multi-lingual and will select the most appropriate language to deliver this information based upon the location of the accident.

To help you recognize an Emergency Assistance call, the opening message you will hear is:

“Attention: A Ford vehicle has been involved in an accident. Standby for GPS coordinates, followed by communication with vehicle occupants. Sending Location. A Ford vehicle has been involved in an accident at the following coordinates latitude 51.0271 and longitude 6.9399. Repeating Location. A Ford vehicle has been involved in an accident at the following coordinates latitude 51.0271 and longitude 6.9399. Line Open”

After this information is delivered the line is opened so that you can speak directly with vehicle occupants.

Please note that the language spoken by SYNC® to the PSAP may be different from that of the vehicle occupant(s). 

While information is being provided to the PSAP, the vehicle occupant(s) will hear the following “Please stand by while important information is being delivered to the Emergency Operator.”   The language used to interact with vehicle occupants is pre-selected by the user for all SYNC® functions and may differ from the language used in the PSAP emergency message
Emergency Assistance utilizes the vehicle occupant's mobile phone to place the 112 call and uses the location of the accident to determine the most appropriate language to deliver the introductory message to the Public Safety Answering Point. Since an Emergency Assistance call is a standard wireless call to 112, you may also receive information from the mobile network such as: phone number, phone location, and mobile carrier name independent from SYNC®.

Speaking with vehicle occupants

Speaking directly with vehicle occupants shortly after a collision can provide vital information for dispatching the appropriate response. Please refer to your local Standard Operating Procedure (SOP) on how to best process a call from a vehicle crash.

Switching from hands-free to privacy (phone only) mode

If the vehicle occupants subsequently switch off the vehicle ignition and open the door, a call in progress will not disconnect. Instead, the call will continue in privacy (phone only) mode until the call is ended. Switching to privacy mode at any time ends hands-free communication and makes the call audible only through the mobile phone itself.

Only the vehicle occupant can control whether the call is switched to privacy mode. Please note: if for some reason you would like the user to exit the vehicle, you can ask the caller to take their phone with them as they exit and continue the conversation. You could say:

"Is the mobile phone within reach? If so, please take it with you as you turn off the vehicle and exit. Please stay on the phone.”

The privacy mode makes it easy for SYNC® owners to continue a call in progress on their handset after exiting the vehicle.
As the call is made by a mobile phone you will have the normal tools available for finding location such as wireless data provided by the network carrier. In addition, Emergency Assistance provides GPS coordinates generated by the vehicle’s on-board GPS receiver so that you may have another method to determine the vehicle’s location.  These coordinates are repeated twice within the introductory message.

Vehicle GPS information

Using the coordinates provided by SYNC®'s on-board GPS receiver, you can determine the caller’s location generally to within 11 meters. In many cases this information is more accurate when compared to the data provided by the network carrier. The GPS data received from SYNC® will be in the format WGS 84 signed (+/-) decimal degrees to the 4th decimal place. It is compatible with most mapping software packages and can be used on free mapping websites such as

A sample set of coordinates may be:

“A crash has occurred at the following coordinates Latitude 51.0271 and Longitude 6.9399”…"
Entering Latitude and Longitude (ex: 51.0271, 6.9399) in the blank search field, using will display the vehicle location on the map (see image).
The system is designed so that the Call Taker decides when to 'end' the call. If an Emergency Assistance call is in progress, the vehicle controls for 'ending' the call are locked out. The only way for the user to end the call during that time would be for them to press “end” on the phone handset. This is by design in order to give the Call Taker more control over the situation, so that you can make the decision when to end the call. If for any reason the call drops, you may have the usual tools available to call back.