U of T elevators get smart with new video communications systems

The Ontario Institute Studies for Education (OISE) becomes the first building on the St. George campus to feature both video and text communication systems in elevators, setting a new precedent for emergency response and passenger safety.

The University of Toronto has taken a significant step towards improving elevator passenger safety with the installation of new video and text communication technology in its elevators, 230 of which can be found on the St. George campus.

Adam Lucas, manager, elevator operations & maintenance, explains: “Elevators are complex devices with more than seven control systems each, along with hundreds of components,” he says. “All of them must simultaneously function properly. If just one fails, the elevator malfunctions.” In such scenarios, swift dialogue between trapped passengers and emergency responders is crucial.

The primary purpose of an elevator communication system is to connect passengers with assistance during entrapments—when an elevator stops due to mechanical or electrical issues and the door cannot open to allow for a safe exit. Historically, this has been achieved through voice calls to Campus Safety, but the new software and hardware enhances user experience with an integration of video and text messages.

The shift was spurred by a 2019 industry standard issued by the Technical Standards and Safety Authority (TSSA). The regulation stipulates those elevators undergoing construction or alterations be equipped with voice text and video communications—so that responders can confirm whether an elevator is empty or occupied during a malfunction.

“When the call button is pushed,” says Lucas, “a phone call is made to Campus Safety and an alert is sent via the video application.” This multichannel approach allows Campus Safety to assess an entrapment visually and verbally, resulting in faster and more efficient responses.

The new technology uses in-car messages to ask important questions to trapped passengers, such as “Do you need help?” and “Do you need an ambulance?” Passengers can select responses to inform emergency personnel of the situation at hand.

This technology also ensures that responders can still assess the problem in the event of phone line failure—and communicate with passengers who are unable to speak or hear during an emergency. “Providing two-way communication using visual messages in elevator cars improves accessibility for deaf or mute people that cannot communicate via the emergency phone push button,” says Mladen Pejic, senior project manager, accessibility. “Similarly, video monitoring permits authorized personnel to observe the interior of elevator cars in the event of an emergency and confirm whether the elevator users are in distress, if they cannot communicate vocally or are incapacitated.”

Lucas is optimistic about the new platform’s impact. “It dramatically improves our efficiency,” he says, “because the response team can detect whether or not the issue has been resolved before they arrive at the scene.”

The installation at OISE marks a significant step in modernizing elevator emergency response, Lucas says. “Going forward, any new elevator—or any old one being modernized—must employ this video technology, and looking ahead, we plan to expand these advancements to other buildings across campus. This ongoing work will continue to advance safety and inclusivity for the campus community.”