Enterprise 9-1-1:  Kari's Law
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Enterprise 9-1-1: Kari's Law

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The American Hotel & Lodging Association reported

The American Hotel & Lodging Association reported
that of 55.6% of the Franchise run Hotel/Motel MLTS
systems were not configured to support 9-1-1. Learn how this can be changed.

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  • Kari met her estranged husband in a Marshall, Texas hotel for visitation with their 3 childrenHer ex-husband brutally attacked and stabbed her 49 times in front of her childrenHer 9 year old daughter tried to call 911In fact, she tried to call 4 times, but the calls failedFinally, she rushed her 2 siblings to safetyKari Hunt Dunn died from her injuries before help could arriveWhy did the calls fail?You needed to dial 9-911 from the hotel roomBut that’s not what we teach our childrenThis is why Avaya in cooperation with Hank Hunt is promoting the No 9 Needed campaign, to raise awareness and fix this simple problem.
  • In the United States today, 18 states have a reference MLTS / PBX legislation. The laws vary greatly, which causes great confusion. For example it’s 40,000 ft.² in Chicago, 22,500 ft.² in Massachusetts, 7000 ft.² in Virginia, while California is focusing on fire alarm zones in accordance with the NENA model legislation.
  • If you do nothing, or send the main address on a 911 call, this is what an emergency responder sees when using that basic Street address information.The main question ask yourself, is where is the 911 caller? This exact situation was the primary reason why first responders were not able to locate the Gaithersburg Maryland office worker that died four years ago when public safety had responded across the street from where he was located, and he was found 10 hours later by a cleaning person.
  • Inexpensive, yet highly functional software modules are available through the Avaya dev connect program, that provide verbose notification to 911 call events on your network. DAlthough basic crisis alert is included in the core feature set, only the username an extension number is provided on the telephone display.A more efficient on-site notification solution is the Sentry Beacon alert. In addition to providing a real-time screen pop to any number of workstations in the enterprise, all additional location detail is presented to local on-site first responders so that a response plan can be quickly established and put an action.Clients could be anywhere on the network that has conductivity to the Sentry server, including remote branch offices or VPN users. Functionality included are highly visible and audible alerts, parallel e-mail and SMS notifications, automatic printing and integration with other applications. The Conveyant SENTRY server also acts as an integration point with the Smart 911 network, providing rich location data to public safety.
  • Because we are delivering detailed location information via SIP with the call . . . .ANI and ALI databases are NO LONGER REQUIRED when the originating endpoint or the PBX they are attached too is capable of sending contextual information and references to additional data like:FloorplansEnvironmental DataVideo FeedsHazMat Material Safety Data SheetsPersonal Medical Information (if the user allows)Whatever solution you buy today, must be ready to take on this new role in the future. Don’t buy legacy ‘fire sale’ technology

Enterprise 9-1-1: Kari's Law Presentation Transcript

  • 1. Enterprise 9-1-1: KARI‟S LAW – GETTING MLTS PBX TO WORK Mark J. Fletcher, ENP Chief Architect Worldwide Public Safety Solutions April 7, 2014
  • 2. © 2014 Avaya Inc. All rights reserved. 2 The National Emergency Number Association estimates there are well over 270+ Million calls to 9- 1-1 each year in the United States
  • 3. © 2014 Avaya Inc. All rights reserved. 3 The American Hotel & Lodging Association reported that of 55.6% of the Franchise run Hotel/Motel MLTS systems were NOT configured to support 9-1-1
  • 4. © 2014 Avaya Inc. All rights reserved. 4 On December 1, 2013 Kari Rene Hunt Dunn died when her daughter was unable to reach 9-1-1 from the hotel room telephone
  • 5. © 2014 Avaya Inc. All rights reserved. 5 9-1-1 Call handling can be significantly improved by addressing THREE primary concerns in the MLTS: 9-1-1 and 9-911 Local Alerting Routing to 9-1-1
  • 6. © 2014 Avaya Inc. All rights reserved. 6 December 1, 2013 – Kari Hunt Dunn died because of a single digit  Why did the calls fail?  You needed to dial 9-911 from the hotel room  But that‟s not what we teach our children
  • 7. © 2014 Avaya Inc. All rights reserved. 7 Hank Hunt – The Father Behind „Kari‟s Law‟ The quote on Kari's grave marker will be, "She loved with purpose”. In kind, this mandate should be implemented with purpose. "It's hard to describe the things that go through my head when I think about that day. Did she suffer much? Did she fight back? Did she know she was going to die, and if she did, did she cry for me to help her? Torturing questions I can't get out of my head. But, the most bothersome thought is what my grand daughter was hearing while she tried to dial 911. What was this 9 year old thinking, hearing, all while trying to get help and push her younger siblings to safety. We have repeatedly told her that she did right, that she is the "hero" of all this but while she smiles at that, her eyes go to the floor as if she’s wondering if what we are telling her is true.”
  • 8. © 2014 Avaya Inc. All rights reserved. 8 It has been 127 days since Sunday December 01, 2013
  • 9. © 2014 Avaya Inc. All rights reserved. 9 It has been 87 days since January 10, 2014 when I walked into the FCC for a meeting with Commissioner Ajit Pai
  • 10. © 2014 Avaya Inc. All rights reserved. 10 With just a little public awareness . . . . CHANGE can happen Total supporters as of this morning April 7, 2014 445,555
  • 11. © 2014 Avaya Inc. All rights reserved. 1111 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.”
  • 12. © 2014 Avaya Inc. All rights reserved. 1212 Commissioner Pai – Action from Day 1 “That is why, in my very first speech as an FCC Commissioner, I said that „when consumers dial 911, they need to reach emergency personnel.‟ It shouldn‟t matter whether you are using the traditional public switched telephone network, a VoIP application, or a wireless phone. Nor should it matter if you are using a phone in a hotel . . . or another large building.” “The bottom line is this: When consumers dial 911, they expect and deserve to reach first responders who can assist them during their time of need.”
  • 13. © 2014 Avaya Inc. All rights reserved. 13 FCC MLTS Inquiry Results For large franchised properties, in less than half (44.5%) will a guest dialing 911 reach emergency services. 911 NO 911
  • 14. © 2014 Avaya Inc. All rights reserved. 14 FCC MLTS Inquiry Results For independently owned properties, in less than a third (32%) will a guest dialing 911 reach emergency services. 911 No 911
  • 15. © 2014 Avaya Inc. All rights reserved. 15 Commissioner Pai‟s message to the hospitality industry: “This is not acceptable” “The technology to prevent these failures already exists, and now is the time to use it.” Commissioner Ajit Pai 911 Goes to Washington Monday March 24, 2014
  • 16. © 2014 Avaya Inc. All rights reserved. 16 The Anatomy of an E911 Call in the PBX Understanding how it works
  • 17. © 2014 Avaya Inc. All rights reserved. 1717 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
  • 18. © 2014 Avaya Inc. All rights reserved. 1818 K.I.S.S. - Keep it Simple Stupid Enterprise Location Database ANI / ALI Database Data from here . . . Needs to get here . . .
  • 19. © 2014 Avaya Inc. All rights reserved. 1919 How does the Enterprise Location Data get to the PSAP? SIMPLE ANSWER . . . IT CAN’T
  • 20. © 2014 Avaya Inc. All rights reserved. 2020 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
  • 21. © 2014 Avaya Inc. All rights reserved. 2121 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
  • 22. © 2014 Avaya Inc. All rights reserved. 2222 What location data is being sent?  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 to the PSAP is difficult to manage and costly – Each phones requires a Number to have an ALI record – Cost of TN + Cost of PS-ALI is prohibitive – Applications to manage this are EXPENSIVE – Provides only 20 - 30 characters of Additional Information 4TH FL SW SMITH BLDG
  • 23. © 2014 Avaya Inc. All rights reserved. 2323 20 - 30 Characters typically is not sufficient to convey specific caller location 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.
  • 24. © 2014 Avaya Inc. All rights reserved. 24 Emergency Responders need USABLE LOCATION details WHEN THEY ARRIVE AT THE CORRECT ADDRESS ? ? ?
  • 25. © 2014 Avaya Inc. All rights reserved. 25 PBX E911 Functionality: What‟s usually built-in
  • 26. © 2014 Avaya Inc. All rights reserved. 2626 Enterprise Location granularity INTERNALLY  MLTS environments, both LARGE and SMALL can utilize built in information to aid in local response: – Designated 1st Response Teams – Building Security and/or EMS – Any other authorized group or individual  Data that can be provided includes – Floor Plans and Maps – HazMat Information – Access to IP Video Feeds EMERGENCY
  • 27. © 2014 Avaya Inc. All rights reserved. 2727 Enhanced On Site Notification with ADDITIONAL DATA Correlation of Information DevConnect Partner Applications • Screen Pop Alerts to anywhere • Detailed Floor Plans / Video • Integrations with Smart Building Data • Temperature • Smoke • Mobile applications for On Site responders
  • 28. © 2014 Avaya Inc. All rights reserved. 2828 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
  • 29. © 2014 Avaya Inc. All rights reserved. 29 Summary for Today: What we just talked about in 5 simple slides
  • 30. © 2014 Avaya Inc. All rights reserved. 3030 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
  • 31. © 2014 Avaya Inc. All rights reserved. 3131 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
  • 32. © 2014 Avaya Inc. All rights reserved. 32 2 STORY HOME BEDROOMS ON SECOND FLOOR FURNACE IN CRAWL SPACE DETACHED GARAGE GARAGE DOOR OFFICE DOORBASEMENT ENTRY UNDER FRONT STAIRS ROAD DRIVEWAY OFFICE AREA IN DETACHED GARAGE RESIDENT WORKS FROM HOME Normal Vehicles at residence: 1995 Blue Jeep Wrangler 2010 Taupe Chevy Equinox REAR DOOR ENTRY GROUND LEVEL DECK DOOR DOORDOOR DOOR
  • 33. © 2014 Avaya Inc. All rights reserved. 3333 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
  • 34. © 2014 Avaya Inc. All rights reserved. 34 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) NG9-1-1 BEYOND TOMORROW: Location URI/URL conveyed in the SIP header What’s Missing from this NG9-1-1 Picture?
  • 35. © 2014 Avaya Inc. All rights reserved. 3535 http://www.avaya.com/APN http://www.avaya.com/Fletcher -or- http://www.avaya.com/Fletch911 The Avaya Podcast Network
  • 36. http://Change.org/KarisLaw