Enterprise 9-1-1: Emergency Communications and Response

Enterprise 9-1-1:
Emergency Communications and Response
Mark J. Fletcher, ENP
Chief Architect
Worldwide Public Safety Solutions
March 2014

© 2014 Avaya Inc. All rights reserved. 2
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

The National Emergency Number Association
estimates there are over 270+ Million calls to 9-1-1
each year in the United States

The California PUC reported that potentially 80% of
Enterprise MLTS/PBX Systems need some level of
9-1-1 remediation work

Next Generation 9-1-1 ELIMINATES the current
legacy ANI/ALI (telephone number/address) database

There are THREE concerns for 9-1-1 call processing:
ACCESS TO 9-1-1 | NOTIFICATION OF 9-1-1 | REACHING 9-1-1

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.”

Recent Legislative Driver – FCC Wants Answers!

Key Dates on the Timeline
!  December 1, 2013
–  Kari Hunt Murdered in Marshall, TX
–  APN Blog Posted on Avaya.com/Fletcher
–  Open Letter sent to FCC
!  January 2, 2014
–  Contact made with Pai’s office
!  January 10, 2014
–  Face to Face meeting with Commissioner Pai and Staff
!  January 13, 2014
–  Statement of Commissioner Pai launching Inquiry
!  January 17, 2014
–  AH&LA Forms Task Force to investigate
!  February 3, 2014
–  Contact made with AH&LA

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[.]

The Anatomy of an E911 Call in the PBX
Understanding how it works

Anatomy of an E9-1-1 Call
911 PSAP
gets Voice
and ANI
Calltaker
ANI/ALI
Screen Pop
PSAP
Queries for
ALI based
on ANI
User Dials
911 or 9-911
ARS
Matches
Calls
IP Subnet
Map
Examined
11 or
911
ELIN exists
Or
Use ELE
Assign
Caller ID
Enterprise
Location
Database
Call Sent to
TELCO
CLID -> ANI
911 PSAP
Selected
ANI
Matched to
MSAG
ANI / ALI
Database

Enterprise
Location
Database
ANI / ALI
Database
WAIT! How does the Enterprise DATA get to the PSAP?
That step is missing!?

WAIT! How does the Enterprise DATA get to the PSAP?
That step is missing!?
SIMPLE ANSWER . . .
IT CAN’T

Understanding what is supposed to happen
Enterprise
Location
Database
ANI / ALI
Database
Calltaker
ANI/ALI
Screen Pop
908-848-2602
CUBE
2C231
PHONE NUMBER QUERY
9-1-1 call with 908-848-2602 as CLID / ANI

Understanding what typically happens
Enterprise
Location
Database
ANI / ALI
Database
Calltaker
ANI/ALI
Screen Pop
908-848-2602
CUBE
2C231
PHONE NUMBER QUERY
9-1-1 call with 908-848-2000 as CLID / ANI
908-848-2000
MAIN
ADDRESS

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
!  Station Level Granularity
is 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
4TH FL SW SMITH BLDG

20 Characters is not sufficient to convey information to the PSAP
4TH FL SW SMITH BLDG
4TH 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.

Emergency Responders need USABLE LOCATION details
WHEN THEY ARRIVE AT THE CORRECT ADDRESS
?
?
?

Enterprise Location granularity INTERNALLY
!  Enterprise environments can utilize
additional call handling technology to aid in
response:
–  Designated 1st Response Teams
–  Building Security and/or EMS
–  Any other authorized group or individual
!  Data that can be provided includes
–  Floor Plan
–  HazMat
–  IP Video Feeds
EMERGENCY

PBX E911 Functionality:
What’s built-in; what’s not; and why

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.
PD

Location Discovery
Understanding where the
emergency is occurring is the
key piece of information required
to provide assistance.
What ENTERPRISE E9-1-1 Problems Need to be Solved?

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

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
What E9-1-1 Functionality is required today?

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
What Other E9-1-1 Problems Need to be Solved?

!  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
Identify the problem . . . Then fix it
Graphic © Copyright and courtesy Scott Brinker
@chiefmartec http://www/chiefmartec.com

What about ECaaS 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?

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’
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.
NO!

Cloud Based 911 VPC Carriers Explained
•  Minimal Differentiation
•  All provide common service
•  No one carrier provides 100% Coverage
TIER 1
VoIP
Positioning
Carriers
PSAP PSAP PSAP PSAP
TIER 3
Resellers of
Rebranded TIER 2
Services
Service Resellers with Limited value proposition
Not typically a Commercial Enterprise play
Teleworker
Dashboard
Consulting
Services
Normalization
Services
•  Significant Service Differentiation
•  Variable Deployment Cost Models
•  Evaluate features/cost carefully
TIER 2
VoIP Positioning
TIER 1 Aggregators
•  Distributors
•  Hosted PBX
•  Cable/Internet VoIP

Watch for Single Points of Failure
Not all solutions are created equal. Watch for applications
in the call path that could block calls.

Redundancy vs. Call Admission Control
Redundancy
Redundancy
describes
components
that
are
installed
to

back
up
primary
resources
in
case
they
fail.

Call Admission Control
Some8mes
called
‘look-‐ahead’
rou8ng.
Calls
only
go
if
they

can
complete
to
the
des8na8on.

PBX/MLTS
SECONDARY
E911 Gateway
PRIMARY
E911 Gateway
PSTN/E911 Network
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’.

PBX/MLTS
SECONDARY
E911 Gateway
PRIMARY
E911 Gateway
PSTN/E911 Network
PBX/MLTS
SECONDARY
E911 Gateway
PRIMARY
E911 Gateway
PSTN/E911 Network
Upstream
problems
shutdown
the
interface.
This
is

cri8cal
to
preven8ng
the
‘black
hole’
scenario.
PBX/MLTS
SECONDARY
E911 Gateway
PRIMARY
E911 Gateway
PSTN/E911 Network

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.

Summary for Today:
What we just talked about in 47 simple slides

Summary for Today:
What we just talked about in 4 simple slides

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

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
–  Not feasible today, Too bandwidth intensive for data
!  Simultaneous Local Notification
and Over The Top delivery of data
–  Easily delivered On Site
–  Easily delivered over Broadband
–  Available TODAY
–  Rich Multi-Media possible
PSTN
PD
Internet/ESInet
PSTN
PD

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.
PD

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
NG9-1-1
PSAP

Because we are delivering detailed location information
via SIP with the call . . . .
ANI and ALI databases are NO LONGER REQUIRED
Nor is their management and monthly fees. The data
PSAPs want is:
• Floorplans
• Environmental Data
• Video Feeds
• HazMat Material Safety Data Sheets
• Personal Medical Information (if the user allows)
Whatever solution customers buy today, must be
ready to take on this new role in the future. Don’t buy
legacy ‘fire sale’ technology
NG9-1-1 BEYOND TOMORROW:
Location URI/URL conveyed in the SIP header
What’s Missing from this NG9-1-1 Picture?

E9-1-1 is NOT just a box . . .
“Set it and Forget it” might work for Ron Popeil, but it is
not applicable to E9-1-1 solutions.
9-1-1 partners offer their solutions for E9-1-1, and
methodologies widely differ.
Making the final technology selection, is a very specific
decision for each customer, that is based on needs.
The challenge most customers have is that they cannot
articulate what they actually need.
!  Under Buy
!  Over Buy
!  Wrong Technology
!  Poor CSAT
!  Poor Reflection on Avaya

http://www.avaya.com/APN
http://www.avaya.com/Fletcher -or-
http://www.avaya.com/Fletch911
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Enterprise 9-1-1: Emergency Communications and Response

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