Published on March 4, 2014
Enterprise 9-1-1: Campus Emergency Communications and Response Mark J. Fletcher, ENP Chief Architect Worldwide Public Safety Solutions March 4, 2014
December 1, 2013 – Kari Hunt Dunn died because of a single digit ! Kari met her estranged husband in a Marshall, Texas hotel for visitation with their 3 children ! Her ex-husband brutally attacked and stabbed her 49 times in the hotel room ! Her 9 year old daughter tried to call 911 ! In fact, she tried to call 4 times, but the calls failed ! Finally, she rushed her 2 siblings to safety ! Kari Hunt Dunn died from her injuries before help could arrive ! Why did the calls fail? ! You needed to dial 9-911 from the hotel room ! But that’s not what we teach our children © 2014 Avaya Inc. All rights reserved. 2
© 2014 Avaya Inc. All rights reserved. 3
Current Legislative Landscape ! ONLY 18 States have a reference to MLTS/PBX ! Laws vary greatly causing confusion ! Chicago – 40,000 Sq.ft. ! Massachusetts – 22,500 Sq. Ft. ! Virginia – 7,000 Sq. Ft. ! California – Fire Alarm Zone (pending) Both Avaya and NENA Responded to FCC Notice of Inquiry stating: “MLTS Location capabilities are feasible, and [the FCC] should begin a proceeding to establish a timeframe for mandatory implementation.” © 2014 Avaya Inc. All rights reserved. 4
Current Legislative Driver - MLTS Late Breaking News! © 2014 Avaya Inc. All rights reserved. 5
Key Dates on the Timeline ! December 1, 2013 – ! December 20, 2013 – ! Statement of Commissioner Pai launching Inquiry January 17, 2014 – ! Face to Face meeting with Commissioner Pai and Staff January 13, 2014 – ! Contact made with Pai’s office January 10, 2014 – ! Open Letter sent to FCC January 2, 2014 – ! APN Blog Posted on Avaya.com/Fletcher December 27, 2013 – ! Kari Hunt Murdered in Marshall, TX AH&LA Forms Task Force to investigate February 3, 2014 – Contact made with AH&LA © 2014 Avaya Inc. All rights reserved. 6
MLTS Attention in Washington DC - FCC Commissioner Ajit Pai • [T]he most important question a caller can answer is still one of the most basic: “Where are you?” • [NG911] doesn’t mean that we can ignore problems with the 911 system of today. [O]ne of those problems happens too often when someone dials 911 in places like hotels, motels, office buildings, and schools that use [an] MLTS. • I began an inquiry into the state of MLTS 911 [January 2014]. I sent letters to the CEOs of the ten largest hotel chains[.] • I hope [that] the FCC can make those choices a little easier for you by [the FCC] fixing the problems of 911 on MLTS[.] © 2014 Avaya Inc. All rights reserved. 7
The Anatomy of an E911 Call in the PBX Understanding how it works © 2014 Avaya Inc. All rights reserved. 8
Anatomy of an E9-1-1 Call ARS Matches Calls IP Subnet Map Examined 11 or 911 User Dials 911 or 9-911 ELIN exists Or Use ELE Enterprise Location Database Assign Caller ID Call Sent to TELCO CLID -> ANI CLID Matched to MSAG 911 PSAP gets Voice and ANI 911 PSAP Selected PSAP Queries for ALI based on ANI ANI / ALI Database Calltaker ANI/ALI Screen Pop © 2014 Avaya Inc. All rights reserved. 9
Location Granularity EXTERNALLY ! What level of reporting is needed at the PSAP? – Response Address – Building Entrance Identifier ! Concentrate on getting the 9-1-1 Dispatcher the details they need to get responders enroute to the scene 4TH FL SW SMITH BLDG ! Why is Station Level Granularity Difficult to manage and Costly? – Terminal equipment requires a Telephone Number to have an ALI record – Recurring Cost of TN + Recurring Cost of PS-ALI is prohibitive and requires an application to manage – Provides only 20 characters of Additional Information © 2014 Avaya Inc. All rights reserved. 10
20 Characters is not sufficient to convey information to the PSAP TH 4 FL SW SMITH BLDG TH 4 FL CUBE 2C231 This information, albeit detailed, means nothing to 1st responders who have most likely never been in the building before. Local onsite awareness is still required to direct responders on scene. © 2014 Avaya Inc. All rights reserved. 11
Emergency Responders need USABLE LOCATION details ? ? ? WHEN THEY ARRIVE AT THE CORRECT ADDRESS © 2014 Avaya Inc. All rights reserved. 12
Campus Location granularity INTERNALLY ! Higher Education can utilize additional call handling technology to aid in response: – Designated 1st Response Teams – Campus Police Officers and EMS – Any other authorized group or individual EMERGENCY ! Data that can be provided includes – Floor Plan – HazMat – IP Video Feeds © 2014 Avaya Inc. All rights reserved. 13
PBX E911 Functionality: What’s built-in; what’s not; and why © 2014 Avaya Inc. All rights reserved. 14
Basic System Requirements (Kari’s Law) ! Direct access to 9-1-1 Eliminate the ‘Trunk Access Code’ (TAC) ! On Site Notification Alerting to devices that an emergency call has occurred ! Termination of calls internally prohibited unless a trained facility. © 2014 Avaya Inc. All rights reserved. PD 15
What E9-1-1 Problems Need to be Solved? Location Discovery Understanding where the emergency is occurring is the key piece of information required to provide assistance. © 2014 Avaya Inc. All rights reserved. 16
Device Mobility can add complexity ! Almost any device can be nomadic – TDM (Virtual Office) – VoIP (User Moves) – WLAN (Inherent Mobility) – Remote Workers (Nomadic VPN) ! Enterprise MLTS / PBX can provide tracking – On Site Notification – Proper call routing – Caller ID (ANI) Manipulation © 2014 Avaya Inc. All rights reserved. 17
What E9-1-1 Functionality is required today? Data Correlation Fletch just made a 9-1-1 call Someone needs to see if Fletch is alright Fletch just made a 9-1-1 call AND The ambient temperature near Fletch is 227 degrees! Someone needs to see if Fletch is ON FIRE © 2014 Avaya Inc. All rights reserved. 18
What Other E9-1-1 Problems Need to be Solved? Proper Routing Fletch just made a 9-1-1 call from his VPN phone Fletch is 3 States away, we have no trunks there Fletch just called 9-1-1 from his VPN phone Fletch is NOT on the corporate LAN and needs to be routed to a VPC Someone needs to see if Fletch is ON FIRE, again © 2014 Avaya Inc. All rights reserved. 19
Identify the problem . . . Then fix it ! In addition to the PBX having data, what about: – LDAP – HR Databases – Directories – Maps – Cable Plant ! Does mail get delivered to your cubicle? ! Chances are you already have the information you need to locate someone in the building © 2014 Avaya Inc. All rights reserved. Graphic © Copyright and courtesy Scott Brinker @chiefmartec http://www/chiefmartec.com 20
What about SaaS and the Cloud? I have been told that this is the way forward for everything, so why not for E911? Isn’t everything going to be in the cloud anyway? © 2014 Avaya Inc. All rights reserved. 21
Can/Should E911 be a completely Hosted Solution? PHONE NUMBERS don’t equal LOCATION – Managing ALI is yesterday’s technology E911 Notification belongs on premises – Don’t get confused by ‘the cloud’ NO! Planning and Consulting Workshops are Available from Avaya The cloud may be a part of the solution in many scenarios, but still requires local presence for notification and alerting. © 2014 Avaya Inc. All rights reserved. 22
Cloud Based 911 VPC Carriers Explained TIER 2 VoIP Positioning TIER 1 Aggregators TIER 1 VoIP Positioning Carriers PSAP • • • PSAP PSAP Consulting Services • • • PSAP Minimal Differentiation All provide common service No one carrier provides 100% Coverage © 2014 Avaya Inc. All rights reserved. Teleworker Dashboard Normalization Services Significant Service Differentiation Variable Deployment Cost Models Evaluate features/cost carefully Service Resellers with Limited value proposition Not typically a Commercial Enterprise play TIER 3 Resellers of Rebranded TIER 2 Services • • • Distributors Hosted PBX Cable/Internet VoIP 23
Watch for Single Points of Failure Not all solutions are created equal. Watch for applications in the call path that could block calls. © 2014 Avaya Inc. All rights reserved. 24
Redundancy vs. Call Admission Control Redundancy Call Admission Control Redundancy describes components that are installed to back up primary resources in case they fail. Some8mes called ‘look-‐ahead’ rou8ng. Calls only go if they can complete to the des8na8on. SECONDARY E911 Gateway SECONDARY E911 Gateway PSTN/E911 Network PSTN/E911 Network PBX/MLTS PBX/MLTS PRIMARY E911 Gateway PRIMARY E911 Gateway If the E911 gateway is OFFLINE completely, the Avaya ARS will route to the secondary instance. If there is a soF failure, then calls may ‘black hole’. SECONDARY E911 Gateway PBX/MLTS Upstream problems shutdown the interface. This is cri8cal to preven8ng the ‘black hole’ scenario. SECONDARY E911 Gateway PSTN/E911 Network PSTN/E911 Network PBX/MLTS PRIMARY E911 Gateway © 2014 Avaya Inc. All rights reserved. PRIMARY E911 Gateway 25
WARNING! DevConnect does NOT test for Call Admission Control ! The Avaya DevConnect program produces System Integration Lab (SIL) notes for each tested product. These notes are intended to detail the exact scenario used by Avaya DevConnect engineers to verify application operation. ! Call Admission Control is not currently part of any SIL notes for any E911 product in the path of the call for E911. ! Customers should be aware and conduct the appropriate testing for their network configuration. © 2014 Avaya Inc. All rights reserved. 26
Summary for Today: What we just talked about in 3 simple slides © 2014 Avaya Inc. All rights reserved. 27
Getting Additional Data to the 911 RESPONDER ! In-Band – Not supported today, Analog voice only architecture – Not possible today, PSAP technology is limited to ANI/ALI – Not feasible today, Too bandwidth intensive for data PSTN PD © 2014 Avaya Inc. All rights reserved. 28
Getting Additional Data to the 911 RESPONDER When it’s Relevant ! In-Band – Not supported today, Analog voice only architecture – Not possible today, PSAP technology is limited to ANI/ALI PSTN – Not feasible today, Too bandwidth intensive for data PD ! Simultaneous Local Notification and Over The Top delivery of data – Easily delivered On Site – Easily delivered over Broadband PSTN Internet/ESInet – Available TODAY – Rich Multi-Media possible © 2014 Avaya Inc. All rights reserved. PD 29
3 Built-in Basic System Requirements ! Direct access to 9-1-1 Eliminate the ‘Trunk Access Code’ (TAC) ! On Site Notification Alerting to devices that an emergency call has occurred ! Termination of calls internally prohibited unless a trained facility. © 2014 Avaya Inc. All rights reserved. PD 30
Best practices for your deployment - Must Have Features ! No single Point of Failure ! Full support of the Emergency Services functions in the Call Server ! Devices and applications must connect via the approved and supported interoperability points as defined by the Avaya DevConnect program and Product Managers. ! Defined roadmap to NG911 integration with NENA 08-003 V2 requirements and support for Additional Data Repository (ADLR / ACDR) functionality. Enterprise Network Data © 2014 Avaya Inc. All rights reserved. NG9-1-1 PSAP 31
The moral of the story . . . . . ! E9-1-1 / NG9-1-1 is NOT a magic box that you plug in and walk away from ! Understand what’s really required – Categorize users and define functionality needed – Some users need special services that others do not ! Understand who actually requires the information and when – Public safety needs to get to the right building – When they arrive, further instructions can be provided ! Understand how it can be delivered – Getting the data ready in a format that is legible is key – When NG9-1-1 is available, turn on the data flow © 2014 Avaya Inc. All rights reserved. 32
http://www.avaya.com/APN http://www.avaya.com/Fletcher © 2014 Avaya Inc. All rights reserved. 33
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