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What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
What you need to know about E911 as presented to the WAUG March 14
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What you need to know about E911 as presented to the WAUG March 14

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MLTS E911 is a major concern of the FCC right now as Kari's Law has sparked several initiatives and inquiries. The inefficient and costly ANI/ALI architecture will no longer be required once NG911 is …

MLTS E911 is a major concern of the FCC right now as Kari's Law has sparked several initiatives and inquiries. The inefficient and costly ANI/ALI architecture will no longer be required once NG911 is here. Learn how to capitalize on this new topology TODAY.

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  • 1. Enterprise 9-1-1: Emergency Communications and Response Mark J. Fletcher, ENP Chief Architect Worldwide Public Safety Solutions March 2014
  • 2. © 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
  • 3. © 2014 Avaya Inc. All rights reserved. 3
  • 4. © 2014 Avaya Inc. All rights reserved. 4 The National Emergency Number Association estimates there are over 270+ Million calls to 9-1-1 each year in the United States
  • 5. © 2014 Avaya Inc. All rights reserved. 5 The California PUC reported that potentially 80% of Enterprise MLTS/PBX Systems need some level of 9-1-1 remediation work
  • 6. © 2014 Avaya Inc. All rights reserved. 6 Next Generation 9-1-1 ELIMINATES the current legacy ANI/ALI (telephone number/address) database
  • 7. © 2014 Avaya Inc. All rights reserved. 7 There are THREE concerns for 9-1-1 call processing: ACCESS TO 9-1-1 | NOTIFICATION OF 9-1-1 | REACHING 9-1-1
  • 8. © 2014 Avaya Inc. All rights reserved. 88 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.”
  • 9. © 2014 Avaya Inc. All rights reserved. 99 Recent Legislative Driver – FCC Wants Answers!
  • 10. © 2014 Avaya Inc. All rights reserved. 1010 Key Dates on the Timeline !  December 1, 2013 –  Kari Hunt Murdered in Marshall, TX !  December 20, 2013 –  APN Blog Posted on Avaya.com/Fletcher !  December 27, 2013 –  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
  • 11. © 2014 Avaya Inc. All rights reserved. 11 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[.]
  • 12. © 2014 Avaya Inc. All rights reserved. 12 The Anatomy of an E911 Call in the PBX Understanding how it works
  • 13. © 2014 Avaya Inc. All rights reserved. 1313 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
  • 14. © 2014 Avaya Inc. All rights reserved. 1414 Anatomy of an E9-1-1 Call Enterprise Location Database ANI / ALI Database WAIT! How does the Enterprise DATA get to the PSAP? That step is missing!?
  • 15. © 2014 Avaya Inc. All rights reserved. 1515 Anatomy of an E9-1-1 Call WAIT! How does the Enterprise DATA get to the PSAP? That step is missing!? SIMPLE ANSWER . . . IT CAN’T
  • 16. © 2014 Avaya Inc. All rights reserved. 1616 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
  • 17. © 2014 Avaya Inc. All rights reserved. 1717 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
  • 18. © 2014 Avaya Inc. All rights reserved. 1818 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
  • 19. © 2014 Avaya Inc. All rights reserved. 1919 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.
  • 20. © 2014 Avaya Inc. All rights reserved. 20 Emergency Responders need USABLE LOCATION details WHEN THEY ARRIVE AT THE CORRECT ADDRESS ? ? ?
  • 21. © 2014 Avaya Inc. All rights reserved. 2121 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
  • 22. © 2014 Avaya Inc. All rights reserved. 22 PBX E911 Functionality: What’s built-in; what’s not; and why
  • 23. © 2014 Avaya Inc. All rights reserved. 2323 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
  • 24. © 2014 Avaya Inc. All rights reserved. 24 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?
  • 25. © 2014 Avaya Inc. All rights reserved. 2525 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
  • 26. © 2014 Avaya Inc. All rights reserved. 26 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?
  • 27. © 2014 Avaya Inc. All rights reserved. 27 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?
  • 28. © 2014 Avaya Inc. All rights reserved. 28 !  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
  • 29. © 2014 Avaya Inc. All rights reserved. 29 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?
  • 30. © 2014 Avaya Inc. All rights reserved. 3030 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!
  • 31. © 2014 Avaya Inc. All rights reserved. 3131 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
  • 32. © 2014 Avaya Inc. All rights reserved. 32 Watch for Single Points of Failure Not all solutions are created equal. Watch for applications in the call path that could block calls.
  • 33. © 2014 Avaya Inc. All rights reserved. 33 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
  • 34. © 2014 Avaya Inc. All rights reserved. 3434 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.
  • 35. © 2014 Avaya Inc. All rights reserved. 35 Summary for Today: What we just talked about in 47 simple slides
  • 36. © 2014 Avaya Inc. All rights reserved. 36 Summary for Today: What we just talked about in 4 simple slides
  • 37. © 2014 Avaya Inc. All rights reserved. 3737 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
  • 38. © 2014 Avaya Inc. All rights reserved. 3838 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
  • 39. © 2014 Avaya Inc. All rights reserved. 3939 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
  • 40. © 2014 Avaya Inc. All rights reserved. 4040 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
  • 41. © 2014 Avaya Inc. All rights reserved. 41 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?
  • 42. © 2014 Avaya Inc. All rights reserved. 4242 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
  • 43. © 2014 Avaya Inc. All rights reserved. 4343 http://www.avaya.com/APN http://www.avaya.com/Fletcher -or- http://www.avaya.com/Fletch911 The Avaya Podcast Network

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