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Microsoft PowerPoint - apco VoIP ppt rev4

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  • 1. VoIP 101 : 9-1-1- Operational Issues for Calltakers / Dispatchers 9-1-1 Emerging Technologies Committee 9-1-1 Emerging Technologies Committee 1
  • 2. Presenters Emerging Technologies Committee Members • Jim Coleman ENP, 9-1-1 Chair Washington Parish Communications District (wpcde911@itsfast.net) • Terry Whitham, 9-1-1 Administrator State of Delaware (Terry.Whitham@state.de.us) • Cassandra Bell, Communications Supervisor Wichita State University Police Department (cassandra.bell@wichita.edu) • Christy Shearin ENP, Director Franklin County Emergency Communications (cshearin@franklincountync.us) • Kathy McMahon-Ruscitto, Next Gen 9-1-1 Coordinator APCO International (mcmahonk@apco911.org) 9-1-1 Emerging Technologies Committee 2
  • 3. Presentation Summary • The presentation will be based on an operational perspective on VoIP level of service. • The attendee will learn how VoIP calls are processed into the 9-1-1 network and noticeable differences from traditional wireline network. 9-1-1 Emerging Technologies Committee 3
  • 4. Benefits and Learning Objectives • Objective 1: What is VoIP service • Objective 2: How VoIP calls are processed into the 9-1-1- network • Objective 3: Challenges for the 9-1-1- Calltaker / Dispatcher 9-1-1 Emerging Technologies Committee 4
  • 5. Presentation Outline • Definitions • Call Routing and ANI/ALI Data – 9-1-1 PSTN Landline Call – 9-1-1 VoIP Call Answered on dedicated 10 Digit Admin. Line – 9-1-1 VoIP Call Answered on 9-1-1 Lines • Single ESN Configuration • Multi ESN Configuration (Sometimes Called a Multi Agency Configuration) • Operational Issues • Questions 9-1-1 Emerging Technologies Committee 5
  • 6. VoIP 101 : Definitions 9-1-1 Emerging Technologies Committee 6
  • 7. PSTN • PSTN, or the Public Switched Telephone Network is the network of equipment, lines, and controls assembled to establish communication paths between calling and called parties in North America. • Originally a network of fixed-line analog telephone systems, the PSTN is now almost entirely digital, and now includes mobile as well as fixed telephones. 9-1-1 Emerging Technologies Committee 7
  • 8. VoIP • VoIP, or Voice over Internet Protocol, is a means of using a digital network to make phone calls. The network can be either private or public, cable or wireless. • Phone calls can be made to another computer with VoIP capability or to regular landline phones or cell phones. • Utilizes packetized voice information in digital format using the Internet Protocol. 9-1-1 Emerging Technologies Committee 8
  • 9. Class of Service A designation of the type of telephone service (May Be Regionally Dependent) Residential RESD Business BUSN Centrex CNTX Coin COIN PBX PBXB Pre-Phase 1 Wireless MOBL Wireless Phase 1 WRLS Wireless Phase 2 with Phase 1 Data WPH1 Wireless Phase 2 WPH2 9-1-1 Emerging Technologies Committee 9
  • 10. Class of Service A designation of the type of telephone service (May Be Regionally Dependent) Voice over Internet Protocol VOIP VoIP Residential VRES VoIP Business VBUS VoIP Coin VPAY VoIP Wireless VMBL VoIP Nomadic VNOM VoIP Enterprise Solution VENT 9-1-1 Emerging Technologies Committee 10
  • 11. Selective Router • A telephone company PSTN central switch that intelligently distributes calls to the PSAPs. • These special switches look up the ESN associated with the ANI and routes the 9-1-1 call to the PSAP that the ESN is associated with. 9-1-1 Emerging Technologies Committee 11
  • 12. ANI ANI Automatic Number Identification (ANI) is a (504) 211-0733 10:36 01/06 feature of a telephone 409 SUPERIOR AV BOGALUSA LA 260 VOIP network that permits the DOE JANE display or capture the P# 211-0733 telephone numbers of ALT# 985-221-4935 LEC:VNAGE the access line from BOGALUSA POLICE BOGALUSA FIRE which a call originates. 9-1-1 Emerging Technologies Committee 12
  • 13. ALI ALI Automatic Location Identification, displayed at the PSAP of the caller’s telephone number, the (504) 211-0733 10:36 01/06 address/location of the 409 SUPERIOR AV telephone and BOGALUSAData supplementary emergency DOE JANE Base P# 211-0733 services information of the ALT# 985-221-4935 LEC:VNAGE location from which a call BOGALUSA POLICE originates. BOGALUSA FIRE 9-1-1 Emerging Technologies Committee 13
  • 14. ELT ELT (English Language Translation) is an alphanumeric description of the primary Law (504) 211-0733 10:36 01/06 Enforcement, Fire and 409 SUPERIOR AV Emergency Medical Service agencies associated with a BOGALUSA LA 260 VOIP given Emergency Services DOE JANE Zone/Number. P# 211-0733 ALT# 985-221-4935 LEC:VNAGE Includes the name of the first- BOGALUSA POLICE responder agency, and may include their station number (for BOGALUSA FIRE dispatch purposes) and telephone number. ELT 9-1-1 Emerging Technologies Committee 14
  • 15. ESZ / ESN • The ESZ (Emergency Service Zone) is a geographic region which is associated with unique emergency responders (Police, Fire, EMS), and each ESZ is assigned a 3 to 5 digit ESN (Emergency Service Number). • A PSAP may have multiple ESNs associated with it, but ESNs will ESN 260 only be associated with a single PSAP. • The ESN serves two functions. It is used to update the 9-1-1 selective router with the correct routing information and is used to associate English Language Translation (ELT) to the record in the ALI database. 9-1-1 Emerging Technologies Committee 15
  • 16. I-1 VoIP Solution • In the I-1 solution, the location of the caller simply is not automatically conveyed to the PSAP. • In many I-1 solutions, the VoIP service provider does not have a direct 9-1-1 connection to the PSAP. Instead, when an individual dials 9-1-1, the call is routed to a dedicated ten digit administrative line at the PSAP. • Could also result from a transfer from another agency over a ten digit administrative line at the PSAP. 9-1-1 Emerging Technologies Committee 16
  • 17. I-2 VoIP Solution • In the I-2 solution, a VoIP 9-1-1 call is routed over the PSAP 9-1-1 trunks and directly to the emergency operators at the PSAP. The location of the caller is provided to the PSAP in the ALI response. • Where the service is nomadic, an ALI solution could look like the 9-1-1 solution for wireless phones, where a latitude and longitude is given. 9-1-1 Emerging Technologies Committee 17
  • 18. I-3 VoIP Solution • The I-3 solution is a pure IP solution. Instead of going through the PSTN 9-1-1 trunks, the VoIP 9-1-1 call would be routed over an IP network (ESNet) to the PSAP. • More useful information could be delivered both to the operator and then to the first responder. • Unlike legacy PSAPs that are hard wired into the network and cannot move, if it is necessary to move an I-3 solution PSAP, the new IP location of the PSAP would be announced to the network and new IP calls could efficiently be routed to the new location. 9-1-1 Emerging Technologies Committee 18
  • 19. VoIP 101 : Call Routing 9-1-1 Emerging Technologies Committee 19
  • 20. 9-1-1 Call Routing • 9-1-1 PSTN Landline Call • 9-1-1 VoIP Call Answered on dedicated 10 Digit Administrative Line (I-1 VoIP Solution) • 9-1-1 VoIP Call Answered on 9-1-1 Lines (I-2 VoIP Solutions) – Single ESN Configuration – Multi ESN Configuration (Sometimes Called a Multi Agency Configuration) 9-1-1 Emerging Technologies Committee 20
  • 21. 9-1-1 PSTN Landline Call Caller Dials 9-1-1 Selective Router Ca l lI TDM Voice + ANI s D PS eli A P ver W ed T Local Telephone Office i th o Routes Call To Selective AN Pr Emergency I op er Router Which Determines Correct PSAP 49737 FRANK DALLON RD ANI PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows Responder List ALI ANI + ALI Database 9-1-1 Operator 9-1-1 Operator Dispatches 9-1-1 Emerging Technologies Emergency Services To 21 Emergency Response Committee
  • 22. 9-1-1 PSTN Landline Call ANI/ALI ANI (985) 848-5344 13:04 04/01 Address 49737 FRANK DALLON RD Community PINE LA 259 RESD Class of Service Customer Name CREEL, ALBERT ESN P# 848-5344 ANI LEC:BELSO COMPANY ID WPSO ELT DIST 4 PINE 9-1-1 Emerging Technologies Committee 22
  • 23. 9-1-1 VoIP Call to Dedicated 10 Digit Administrative Line (I-1 Solution) Soft Switch Ca ll Caller Dials 9-1-1 de Is D d W icat elive ith ed re Te 10 d T lep D o ho igit Pro Ca ne Ad pe VoIP Provisioning Center lle Nu m r P rI i S Looks Up VoIP Customer D mbe n Li AP Emergency r F ne and Determines Correct or VoIP PSAP Provisioning Center 9-1-1 Operator Confirms Call Back Number and Obtains Address 9-1-1 Caller 9-1-1 Operator 9-1-1 Operator Dispatches 9-1-1 Emerging Technologies Emergency Services 23 Committee Emergency Response
  • 24. 9-1-1 VoIP Call to Dedicated 10 Digit Administrative Line ANI (985) 848-5344 (Only With Caller ID) Address Community Class of Service Customer Name ESN ANI COMPANY ID ELT 9-1-1 Emerging Technologies Committee Above is equipment dependent 24
  • 25. 9-1-1 VoIP Call Answered on 9-1-1 Lines Single ESN System (I-2 Solution) Caller Dials 9-1-1 VoIP Selective Gateway Router Ca l lI IP TDM s PS Del ANI pANI A P iv e W red Local Telephone Office i th T o pA P Emergency pANI Routes Call To Selective NI rop er ANI Router Which Determines Correct PSAP 3150 Paradise Rd pANI PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows VoIP No Responder List Positioning ALI ANI + ALI Center Database 9-1-1 Operator 9-1-1 Operator Dispatches 9-1-1 Emerging Technologies Emergency Services To 25 Emergency Response Committee 3150 Paradise Rd
  • 26. 9-1-1 VoIP Call Answered on 9-1-1 Lines VPC-Direct Single ESN System (I-2 Solution) Caller Dials 9-1-1 VoIP Selective Gateway Router Ca llI IP s M PS Del ANI TD A P iv e W red Local Telephone Office i th T o pA P NI Routes Call To Selective NI rop Emergency pA er ANI Router Which Determines Correct PSAP 3150 Paradise Rd ESGW pANI PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows VoIP No Responder List Positioning ALI ANI + ALI Center Database 9-1-1 Operator 9-1-1 Operator Dispatches 9-1-1 Emerging Technologies Emergency Services To Emergency Response Committee 3150 Paradise Rd
  • 27. VoIP Call Using Single ESN System ANI (985) 211-0063 23:07 03/27 Address ONSTAR CALL VERIFY LOCATION Community ONSTAR LA 270 VOIP Class of Service Customer Name ONSTAR CALL CENTER ESN Location CIVIC P# 211-0063 ANI pANI ALT# 866-866-5006 LEC:TCS COMPANY ID VOIP CALL ELT QUERY CALLER FOR LOCATN QUERY CALLER FOR PHONE # 9-1-1 Emerging Technologies Committee 27
  • 28. VoIP Call Using Single ESN System (985) 211-0063 23:07 03/27 ONSTAR CALL VERIFY LOCATION ONSTAR LA 270 VOIP ONSTAR CALL CENTER CIVIC P# 211-0063 ALT# 866-866-5006 LEC:TCS VOIP CALL QUERY CALLER FOR LOCATN QUERY CALLER FOR PHONE # 9-1-1 Emerging Technologies Committee Click for Audio 28
  • 29. 9-1-1 VoIP Call Answered on 9-1-1 Lines Multi ESN System (I-2 Solution) Caller Dials 9-1-1 VoIP Selective Gateway Router Ca l lI IP TDM s PS Del ANI pANI A P iv e W red Local Telephone Office i th T o pA P Emergency pANI Routes Call To Selective NI rop er ANI Router Which Determines Correct PSAP 3150 Paradise Rd pANI PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows VoIP Responder List Positioning ALI ANI + ALI Center Database 9-1-1 Operator 9-1-1 Operator Dispatches 9-1-1 Emerging Technologies Emergency Services To 29 Emergency Response Committee 3150 Paradise Rd
  • 30. 9-1-1 VoIP Call Answered on 9-1-1 Lines VPC Direct Multi ESN System (I-2 Solution) Caller Dials 9-1-1 VoIP Selective Gateway Router Ca l lI IP s TDM PS Del ANI A P iv e W red NI Local Telephone Office i th T o pA pA P Emergency Routes Call To Selective NI rop er ANI Router Which Determines ESGW Correct PSAP 3150 Paradise Rd pANI PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows VoIP Responder List Positioning ALI ANI + ALI Center Database 9-1-1 Operator 9-1-1 Operator Dispatches 9-1-1 Emerging Technologies Emergency Services To Emergency Response Committee 3150 Paradise Rd
  • 31. VoIP Call Using Multi ESN System ANI (504) 211-0733 10:36 01/06 Address 409 SUPERIOR AV Community BOGALUSA LA 260 VOIP Class of Service Customer Name DOE JANE ESN Location P# 211-0733 ANI pANI ALT# 985-221-4935 COMPANY ID LEC:VNAGE ELT BOGALUSA POLICE BOGALUSA FIRE 9-1-1 Emerging Technologies Committee 31
  • 32. VoIP Call Using Multi ESN System (504) 211-0733 10:36 01/06 409 SUPERIOR AV BOGALUSA LA 260 VOIP DOE JANE P# 211-0733 ALT# 985-221-4935 LEC:VNAGE BOGALUSA POLICE BOGALUSA FIRE 9-1-1 Emerging Technologies Committee (Click for Audio) 32
  • 33. VoIP 101 : Operational Issues 9-1-1 Emerging Technologies Committee 33
  • 34. Operational Issues • Call Audio May Not • Dispatcher May Need To Ask Contain All Sounds – Caller To Repeat Information Background sounds may and Identify Unusual Sounds. be distorted • Dispatcher Should Always • Caller’s Location May Not Confirm ALI Information. Be Accurate – Caller is Nomadic • Caller’s Location May Be • Dispatcher needs access to Outside the PSAP’s PSAP Registry, 24-hour VoIP Normal Coverage Area – Operational Center Contact Lines and Information International Caller Resources Including Routing to Foreign Countries. 9-1-1 Emerging Technologies Committee 34
  • 35. Operational Issues • Call May Be From Non- • Dispatcher Should traditional VoIP Source – Confirm Critical Telematics Information • Non-traditional VoIP • Dispatcher Should be Source’s GIS Data May Prepared to Ask for and Not Be Current - Telematics Plot Latitude and Longitude • Non-traditional VoIP Source May Be A • Dispatcher Should Be Hearing / Speech Provided SOP. Impaired Relay Center 9-1-1 Emerging Technologies Committee 35
  • 36. Operational Issues • Emergency Calls On • Dispatcher Should Ten Digit Lines May Confirm Critical Be a Spoof Caller Information and Listen For Inconsistent Information • The Call’s ELT May • Dispatcher Should Not Specify have ESZ Information Responding Agencies Available 9-1-1 Emerging Technologies Committee 36
  • 37. Presentation Review • Definitions • Call Routing and ANI/ALI Data – 9-1-1 PSTN Landline Call – 9-1-1 VoIP Call Answered on Dedicated 10 Digit Admin. Line – 9-1-1 VoIP Call Answered on 9-1-1 Lines • Single ESN Configuration • Multi ESN Configuration (Sometimes Called a Multi Agency Configuration) • Operational Issues 9-1-1 Emerging Technologies Committee 37
  • 38. Questions ? 9-1-1 Emerging Technologies Committee 38