911 Consulting - Adding Value by Solving the Problem
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Fletch covers MLTS E911 issues that consultants should be aware of to deliver value to their customers. The various architectures, routing mechanisms and best practices are covered in this detailed presentation on E911 today and the progression into Next Generation 911 services.
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911 Consulting - Adding Value by Solving the Problem
- 1. 9-1-1 Consulting Adding Value by Solving the Problem Mark J. Fletcher, ENP (Fletch) Chief Architect – Worldwide Public Safety Solutions FletcherM@Avaya.com +1 908 848-2602 @Fletch911 Northeast Region Meeting Iselin, NJ – February 9, 2015
- 2. © 2015 Avaya Inc. All rights reserved. 2 What’s the Number for 9-1-1?
- 3. © 2015 Avaya Inc. All rights reserved. 3 December 1, 2013 – Kari Hunt died because of a single digit Kari met her estranged husband in a Marshall, Texas hotel for visitation with their 3 children When her ex-husband allegedly attacked and began stabbing her, Kari’s 9 year old daughter tried to call for help She dialed 9-1-1 four separate times on the hotel room phone, but those calls ALL failed Kari Hunt died from her injuries that day Why did the calls fail? You needed to dial 9-911 from the hotel room But that’s not what we teach our children
- 4. © 2015 Avaya Inc. All rights reserved. 4 http://Change.Org/KarisLaw http://No9Needed.com HOMEWORK ASSIGNMENT #1 Read about Kari’s Law Think about what YOU can do to educate your clients
- 5. © 2015 Avaya Inc. All rights reserved. 55 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. As consultants your role is to help your clients make the RIGHT technology selection based on their specific needs. Don’t ignore this opportunity to provide consultative value Relying solely on people who sell E911, without YOUR guidance, will surely create a situation where the client will: – Under Buy a solution that is inadequate – Over Buy a solution that does too much – Implement the wrong technology for their problem This will ultimately create: – Poor Customer Satisfaction (What did I pay you for?!) – Poor Reflection on Avaya and our Consultant/Technology Partners
- 6. © 2015 Avaya Inc. All rights reserved. 66 Values of an E911 Consultant Consultants are experts at: – Gathering Relevant Data – Analyzing Process and Flow – Identifying Solutions – Managing Implementation Technology and Vendor Agnostic – What’s Available? Issue an RFI – Who’s Best? Issue an RFP
- 7. © 2015 Avaya Inc. All rights reserved. 7 Starting with the Fundamentals Common Public Safety Architectures
- 8. © 2015 Avaya Inc. All rights reserved. 88 The Basic E911 Network 9-1-1 is based on 1970’s technology: – Telephone Number (TN) presentation to the network for routing instructions Citizen 555-1234 Public Safety Agency “A” Public Safety Agency “B” Public Safety Agency “C” SRDB* 555-1234 = Agcy A 555-4567 = Agcy B 555-6789 = Acgy C *Selective Router Data Base Citizen 555-4567 Citizen 555-6789 Telecom Provider
- 9. © 2015 Avaya Inc. All rights reserved. 99 CLocDB* 555-1234 = Addr A 555-4567 = Addr B 555-6789 = Addr C The problem 911 is based on 1970’s technology: – Telephone Number (TN) presentation to the network for routing instructions – TN Presentation to the 9-1-1 Center for incident location reference – Registered name – Registered address – While this is typically sufficient for a residential citizen, individuals at work have additional challenges due to: – Large Campuses with multiple buildings – Unclear street addresses or no address – Buildings with access control and multiple floors Citizen 555-1234 Public Safety Agency “A” SRDB 555-1234 = Agcy A 555-4567 = Agcy B 555-6789 = Acgy C *Caller Location Data Base Telecom Provider 555-1234 David Smith 3324 Arch St
- 10. © 2015 Avaya Inc. All rights reserved. 1010 Selective Router Service Areas - May be several areas in one state – ALL interconnected May be several areas in one state – PARTIALLY interconnected ISOLATED
- 11. © 2015 Avaya Inc. All rights reserved. 1111 Selective Router Service Areas - IF THESE NEVER CROSS STATE BORDERS, HOW DO WE DEAL WITH ROUTING 911?
- 12. © 2015 Avaya Inc. All rights reserved. 12 E911 Call Routing The VPC - VoIP Positioning Center
- 13. © 2015 Avaya Inc. All rights reserved. 1313 Cloud Based Hosted 911 Solution Core Branch Office Core Branch Office Branch Office Branch Office
- 14. © 2015 Avaya Inc. All rights reserved. 1414 TIER 2 VoIP Positioning TIER 1 Aggregators US Cloud Based 911 VPC Carriers Explained EMEA Based Services immanent with VoxBone TIER 3 Resellers of Rebranded TIER 2 Services Service Resellers with Limited value proposition Not typically a Commercial Enterprise play • Significant Service Differentiation • Variable Deployment Cost Models • Evaluate features/cost carefully • Distributors • Hosted PBX • Cable/Internet VoIP • Minimal Differentiation • All provide common services • IP Backbone to US 911 Service Areas TIER 1 VoIP Positioning Carriers PSAP PSAP PSAP PSAP Teleworker Dashboard Consulting Services Normalization Services RedSky911ETC
- 15. © 2015 Avaya Inc. All rights reserved. 15 Emergency Call Routing Center What it is, and what you and your clients should know . . .
- 16. © 2015 Avaya Inc. All rights reserved. 16 Call Handling for Failed Routing • In the event that a call cannot be routed (typically a caller ID failure) the VPC will send the call to an ECRC. • The ECRC manually answers the call, and verbally confirms the location and problem before a warm hand off to the appropriate PSAP. • This service is a FAILSAFE, and not meant for primary call handling. This CAN and WILL introduce delay.
- 17. © 2015 Avaya Inc. All rights reserved. 1717 In the News March 2012 . . . . .
- 18. © 2015 Avaya Inc. All rights reserved. 18 And AGAIN just last week . . . . . Did this contribute to the student death? Not determined yet Was this poor implementation? Under investigation Could this have been done better? Everything can always be done better • If a consultant was retained on this, and E911 was not addressed with the client, there is a potential for liability concern, or at least brand damage to all parties involved. • Do you detail E911 operation of an environment and get sign off from the client? • Do you recommend a particular solution?
- 19. © 2015 Avaya Inc. All rights reserved. 19 E911 Call Routing Local LEC Based PS-ALI Service
- 20. © 2015 Avaya Inc. All rights reserved. 2020 The primary confusion is the granularity of detail needed Since we are used to the ‘residential model’, the initial inclination is to have a Public ALI record for each individual. – Large Database – Complex to manage – Incurs monthly costs – Every phone needs DID service There are 50 phones on this floor, imagine 10 floors in the building and 3 buildings in a campus. That becomes 1500 TN’s to be managed monthly.
- 21. © 2015 Avaya Inc. All rights reserved. 2121 Even at a seemingly affordable $2 per device per month 1,500 Records $3,000 Monthly $36,000 Annually
- 22. © 2015 Avaya Inc. All rights reserved. 2222 This now becomes a reasonable monthly OPEX ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE Response Address A Response Address B Response Address C 30 Records $60 Monthly $720 Annually
- 23. © 2015 Avaya Inc. All rights reserved. 2323 ZONE ZONE ZONE Response Building A Response Building B Response Building C 3 Records $6 Monthly POSSIBLY FREE This now becomes a reasonable monthly OPEX
- 24. © 2015 Avaya Inc. All rights reserved. 2424 Enterprise Location Situational Awareness Enterprise environments can utilize additional data to aid in response: – Designated 1st Response Teams – Campus Police Officers and EMS – Any other authorized group or individual Data that can be provided includes – Floor Plan – HazMat – IP Video Feeds EMERGENCY
- 25. © 2015 Avaya Inc. All rights reserved. 25 Consulting Concerns for Clients Where is the caller? – PHONE NUMBERS NO LONGER EQUAL LOCATION? What PSAP does the caller need to reach? – 9-1-1 IS VERY REGIONALIZED How do I manage user mobility? – MY USERS MOVE, A LOT! $ $ $
- 26. © 2015 Avaya Inc. All rights reserved. 2626 At Least Provide this: KARI’S LAW - Basic System Requirements Direct access to Emergency Services with or without the ‘Trunk Access Code’ (TAC) On Site Notification Alerting to devices that an emergency call has occurred Interception or termination of calls internally prohibited to untrained internal staff 911 Calls need to be answered by the PSAP - Not ‘Bob’ at the front desk PD
- 27. © 2015 Avaya Inc. All rights reserved. 27 Cable Mgmt PBX User Data WLAN User Data Enviro Info LDAP Active Directory Opt In Info Smart Building NG911 – Contributing to the PSAP Data Stream ADLR* Additional Data Location Repository *Defined in the NENA 08-003 V3 Functional Specification for NG911
- 28. © 2015 Avaya Inc. All rights reserved. 2828 Enhanced On Site Notification with ADDITIONAL DATA Correlation of Information • Screen Pop Alert Clients can be anywhere • Detailed Floor Plans / Video • Integrations with Smart Building Data • Mobile apps, Web based or Reader boards By empowering the Enterprise with information about the incident they can contribute additional data simplifying the call for help. A hang up call now becomes a hang up with high temperature readings in the area.
- 29. © 2015 Avaya Inc. All rights reserved. 2929 Remote and Home-based Devices IP allows devices to be remote and nomadic – Work-At-Home – Mobile clients on laptops – BYOD devices and smartphones – You CANNOT route to remote 911 networks without trunks VPC Provider is required for REMOTE users – Coverage for physical IP phones – User Dashboards to manage locations – Routing to 911 centers across North America – Integration with on-premise solution
- 30. © 2015 Avaya Inc. All rights reserved. 30 Next Generation Public Safety Solutions WHAT’S CHANGING?
- 31. © 2015 Avaya Inc. All rights reserved. 3131 Yesterdays network was cumbersome and complex Enterprise Location Database SRDB MSAG Databases Calltaker ANI/ALI Screen Pop Emergency call with 908-848-2602 as CLID / ANI ANI ALI Databases PHONE NUMBER QUERY 908-848-2602 CUBE 2C231
- 32. © 2015 Avaya Inc. All rights reserved. 3232 Next Generation 911 ESINet Tomorrows network is sleek and rich with user data from the source Enterprise Location Database Calltaker Screen Pop Emergency SESSION with PIDF-LO Information Elements 908-848-2602 CUBE 2C231 Got anything else? Like a floor plan maybe? SURE DO! HERE IT IS . . .
- 33. © 2015 Avaya Inc. All rights reserved. 33 Time for NEW tricks AND A NEW DOG. . . Take a nap ALI. . . I got this covered . . .
- 34. © 2015 Avaya Inc. All rights reserved. 34 NG 911 is going to take a NEW breed of solution INNOVATION FLEXIBILITY FORWARD THINKING YOU WOULD THINK THE ‘INDUSTRY LEADERS’ WOULD HAVE FIGURED THIS OUT MAYBE THEY HAVE ONLY BEEN FOCUSED ON THE BOTTOM LINE
- 35. © 2015 Avaya Inc. All rights reserved. 35 Enterprise Public Safety Solutions THE REAL COST OF NOT UNDERSTANDING 911
- 36. © 2015 Avaya Inc. All rights reserved. 3636 Actual Analysis of a Recent Deal Legacy E911 Competitor NG 911 Competitor Screen Pop Number of dest included – Optional $10K (includes 10 locations) Optional $500 (includes 10 locations) Charge for addl dest - $500 each $50 each Audible – YES YES Local Print - YES YES Incident Notes – NO YES Pop On Top of All Windows - YES YES Email Number of dest included - Unlimited Unlimited Charge for addl dest – N/A N/A SMS Number of dest included - Unlimited Unlimited Charge for addl dest – N/A N/A No Response Escalation Definable Timer – NO YES Definable Destination NO YES Routing of Alerts Based on Zone - BLDG Only Customer definable Based on Other NO Customer definable System wide licensing per endpoint 1 to 2400 25.00 3.00 2401 and up 22.50 3.00 Overall cost per endpoint based on 5600 endpoints 35.05 Approx $10-$12 based on final configuration TOTAL $200,000 TOTAL $75,000 Their base feature is 20X the price Additional locations are 10X the price Emergencies are never planned Someone NOT acknowledging may be an important factor Data you ALREADY OWN is being displayed to people YOU ALREADY KNOW . . . .
- 37. © 2015 Avaya Inc. All rights reserved. 37 Deliver detailed location information ‘by reference’ today and ‘by value’ using SIP in the future . . . . SRDB and ALI databases will NO LONGER BE REQUIRED Nor will their management and monthly fees. Next Generation Emergency Services: Today: OVER The TOP NG Emergency Services Tomorrow: URI/URL sent VIA the SIP header NG Emergency Services Data Aggregators ANI/ or Location Data Over the Top NG Emergency Services Getting the network ready TODAY = No Migration
- 38. © 2015 Avaya Inc. All rights reserved. 38** Photo Courtesy of Brentwood 911 Communications, Brentwood, TN
- 39. © 2015 Avaya Inc. All rights reserved. 39 Smart911 Screen Capture Courtesy Sumter County Sheriff’s Office – Bushnell, FL
- 40. © 2015 Avaya Inc. All rights reserved. 40 Floor Plans in a Smart911™ Profile
- 41. © 2015 Avaya Inc. All rights reserved. 41 Homework Assignment #2 (Optional but highly reccomended)
- 42. © 2015 Avaya Inc. All rights reserved. 42 HOMEWORK ASSIGNMENT Create you OWN free Smart911 Safety Profile Smart911.Com
- 43. © 2015 Avaya Inc. All rights reserved. 4343 Summary Current and Emerging Technologies can enhance public safety TODAY Routing of Information is becoming the critical capability in a PSAP Current Demographics and Behaviors are Changing
- 44. © 2015 Avaya Inc. All rights reserved. 44 Available on iTunes and SoundCloud http://SoundCloud.com/AvayaPodcast http://SoundCloud.com/Fletch911 http://www.avaya.com/APN http://www.avaya.com/Fletcher The Avaya Podcast Network
- 45. © 2015 Avaya Inc. All rights reserved. 4545
Notes de l'éditeur
- 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 front of her children 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 This is why Avaya in cooperation with Hank Hunt is promoting the No 9 Needed campaign, to raise awareness and fix this simple problem.
- The problem today is that emergency call routing is based on a few basic principals. The first is the telephone number being presented to the network for routing. It assumes that each address has a unique telephone number, therefore making the phone number the database key for the emergency call routing entity in the network. The database manages the proper mapping of telephone number to the proper agency for called delivery.
- While this is typically sufficient for residential citizens, individuals within a corporate enterprise have additional challenges due to large campuses with multiple buildings. These may have no, or unclear, street addresses as they are on private property, and secure buildings may have access control requirements and multiple floors serviced by various entrances. Enterprise users are typically not afforded the same level of location granularity, and while technology is available, it is often too confusing or expensive to deploy. Because of this, Enterprise Public Safety issues are often pushed to the side or forgotten about, until a tragedy happens.
- When deploying a commercial enterprise class system, the very first decision that must be made is what level of granularity of detail is the system going to provide both internally and to public safety control rooms. Since many of us are accustomed to the residential model the initial inclination is to build a public automatic location identification record for each individual. Unfortunately, this becomes difficult to manage as the database can become quite large, due to user mobility around the campus, and the lack of real time access to the database, moves adds and changes can be difficult and complex to manage, often requiring expensive “middleware” to collect the move data, and batch process changes in the evening. In addition to incurring a monthly cost per record, there is historically no real-time access to the database. Therefore changes are not immediately populated, which is when they most likely would be needed the most since a user would be new to their surroundings and may not be able to describe their location.
- As you can see, 50 phones across 10 floors across three different buildings quickly scales out of control Services that manage location data for a few dollars a month per station can get expensive very quickly. Imagine 10 floors in each building, Three buildings in a campus. That works out to 1500 telephone numbers that need to be individually managed monthly. At a seemingly minimal cost of two dollars per month per record, that’s $3000 in operational overhead, every single month, and we haven’t even started with the solution yet.
- By segmenting each building into a zone-based approach, we can provide an appropriate response address for each individual building, while providing responders with floor level details. In addition to this information being passed to public safety, local internal first responders can get explicit detail about the exact location of the station that made the emergency call. This enables an immediate on-site response, and allows first responders to meet public safety at the appropriate building entrance, ensuring quick and unobstructed passageway to the employee in need of assistance. Operationally, we still have the same level of detail, however financially we’ve reduced the requirement for 1500 ALI records( $3000 a month at two dollars per entry) to 30 records( $60 a month at two dollars per entry). that works out to be a savings of more than $35,000 annually.
- By segmenting each building into a zone-based approach, we can provide an appropriate response address for each individual building, while providing responders with floor level details. In addition to this information being passed to public safety, local internal first responders can get explicit detail about the exact location of the station that made the emergency call. This enables an immediate on-site response, and allows first responders to meet public safety at the appropriate building entrance, ensuring quick and unobstructed passageway to the employee in need of assistance. Operationally, we still have the same level of detail, however financially we’ve reduced the requirement for 1500 ALI records( $3000 a month at two dollars per entry) to 30 records( $60 a month at two dollars per entry). that works out to be a savings of more than $35,000 annually.
- it is easily monitored by centralized security personnel and correlated with other information such as floor plans hazardous material information or even IP video feeds that could then be provided to internal first responders over the wireless network. While there is no mechanism in place today to be able to transmit this information to public safety, that is on the near horizon with next-generation emergency services. The more that enterprises can prepare today, the better situated they’ll be in the immediate future. Education on how they can be a partner with next-generation emergency services is critical as are expected to ramp up quickly, and at a global scale.
- The third basic system requirement is one that’s more policy. The interception or termination of emergency calls internally should be prohibited unless trained staff have been assigned to this function. Public safety call takers and dispatchers have received specialized training in handling emergency calls, and by answering or intercepting the call locally, MLTS users are delaying what could be lifesaving assistance.
- while this level of information certainly adds relevant data to the question of location, it by itself is not typically enough to provide discrete information to specifically locate an individual. Fortunately corporate enterprise networks contain additional data resources that can be utilized and queried. Information from LDAP and active directory can provide details on the individual. The user themselves may even contribute additional personal or medical information that they have opted in for. Relevant data points from the wireless LAN infrastructure or the ML TS PBX itself can provide visibility into the device that was used to place an emergency call. That information, correlated with cable management records can be utilized to fine tune the location. And finally, critical environmental information from smart buildings or HVAC systems can provide important clues such is ambient temperature or smoke conditions in the origination area of the emergency call. When looking at an emergency call hangups, this additional information can be critical in determining real calls from hoax calls. This model also will neatly packages this information for retrieval or transmission to public safety entities, once a next generation emergency services network infrastructure is put in place.
- Inexpensive, yet highly functional software modules are that provide verbose notification to emergency call events on the network. 1st Responder clients can be anywhere on the network that has connectivity to the enterprise will. This would include remote branch offices or VPN users. In addition to providing local on-site responders with critical information the server also acts as an integration point for the conveyance of rich location data to public safety.
- Nomadic behavior can be seen in almost any device today. Any device can be nomadic TDM devices, although static most of the time, may provide users with virtual office login capabilities. This effectively changes the service parameters about the device based on who is using it. Voice over IP devices become problematic because of the ability for users to move themselves without administrative intervention. Wireless LAN devices are constantly on the move as an inherent function of their technology. The most problematic scenarios today, remote VPN teleworkers. Not only is their location nomadic in nature, in many cases it is difficult if not impossible to achieve any level of forensics on the remote network they are attached to. Fortunately, the enterprise MLTS PBX can provide functionality such as on-site notification, proper call routing to VPC carriers which can terminate calls to remote control rooms. This functionality, while widely available in the US and North America, is quickly expanding across the EU member states. Utilizing these services, applications exist where remote teleworkers can manage their location information through the use of dynamic web-based location dashboard that was specifically designed for emergency call mobility from devices that are external to the enterprise network.
- Because we are delivering detailed location information via SIP with the call . . . . ANI and ALI databases are NO LONGER relevant when the originating endpoint or the PBX they are attached too is capable of sending contextual information and references to additional data like: Floorplans Environmental Data Video Feeds HazMat Material Safety Data Sheets Personal Medical Information (if the user allows)