2009 CalNENA - State Chief Information Officer - State of ...


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2009 CalNENA - State Chief Information Officer - State of ...

  1. 1. California Statewide Deployments VoIP E9-1-1 & Emerging Technologies California 9-1-1 Office Mrs. Donna L. Peña, PMP, ENP 2009 CalNENA State Conference, San Diego February 25, 2009 CalNENA 2/25/2009 CA 9-1-1 Office
  2. 2. CA VoIP E9-1-1 Objective <ul><li>Together with the local exchange carriers, PSAPs, VSPs, VPCs, and ESGWs, the objective is to implement the best &quot;comparable E9-1-1&quot; service for the VoIP user that calls 9-1-1 in California, while keeping the network reliable. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  3. 3. VoIP Caller Background <ul><li>TIA’s 2006 Telecom Market Review and Forecast </li></ul><ul><ul><li>4.2 million subscribers in 2005 (National). </li></ul></ul><ul><ul><li>43.9% annual increase thru 2009, 18 M. </li></ul></ul><ul><li>What is a VoIP call and how do you </li></ul><ul><ul><li>get the location information ? </li></ul></ul><ul><ul><li>Computer accessed phone service over the internet. </li></ul></ul><ul><ul><li>Customer enters their location data into the screen that is then provided with the call. </li></ul></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  4. 4. CalNENA 2/25/2009 CA 9-1-1 Office <ul><li>FCC Order 05-116 </li></ul><ul><ul><li>FCC E9-1-1 Requirements for VoIP Providers to provide callback (CBN) number and location information </li></ul></ul><ul><ul><li>By Sept. 28, 2005 notification to and acknowledgement by 100% of customers of VoIP 9-1-1 limitations </li></ul></ul><ul><li>Web links </li></ul><ul><ul><li>www.voip911.gov/ </li></ul></ul><ul><ul><li>www.fcc.gov/cgb/consumerfacts/voip.html </li></ul></ul>VoIP E9-1-1 FCC Information
  5. 5. CA VoIP E9-1-1 Home Page <ul><li>http://www.td.dgs.ca.gov/Services/911/VoIP </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  6. 6. CalNENA 2/25/2009 CA 9-1-1 Office VSP VoIP Service Provider VPC VoIP Positioning Center ESGW Emerg. Services Gateway ESQK Emerg. Serv. Query Key (pANI) 916-211-XXXX VOIP Voice Over Internet Protocol VoIP - Acronyms
  7. 7. CA VoIP E9-1-1 Stakeholders CalNENA 2/25/2009 CA 9-1-1 Office 400+ 5 6+ 2 390 County Coordinators + CHP Coordinator 59
  8. 8. CA E9-1-1 Network Call Types LOCATION INFORMATION DATABASES MOBILE SWITCHING CENTERS Wireless 511 (pANI) ALI LINK ENHANCED MF TRUNKS W911 & WPH2 (P-ANI) Landline TN (ANI) ILEC 9-1-1 S/R VoIP 211 (pANI) ESGWs Emer Service Gateways ILEC/CLEC VOIP RESD, BUSN, COIN, PAY$ Private Branch TN (ANI) Emerging Technologies Call Centers 211 (pANI) PBXb, CNTX ILEC/CLEC Telephone #s (ANI) Class of Service IP Link VPCs Voice Positioning Centers AKA Dynamic ALI Providers AKA CLECs OnStar, ATX, Hughes,… Telematics HBF Intrado TCS VIXXI T-Mobile 8 CA 9-1-1 Office CalNENA 2/25/2008 PSAP TRS, VRS, IPRS Telecommunication Relay Services (Sorenson, CSDVRS,..) Femtocell OTHER DB ILEC’S ALI DB DYNAMIC ALI DB Tower VoIP Residential- Nomadic VoIP Enterprise VoIP CLEC VoIP WiFi
  9. 9. VoIP E9-1-1 Call Path or 6+ others 9-1-1 Caller Call Taker VSP (VoIP Service Provider) VPC (VoIP Positioning Center) ESGW (Emergency Services Gateway) ESQK (pANI) 809-211-1234 Geocodes VoIP ANI/ALI 1. Caller makes a 9-1-1 call (caller already registered address with VSP). 2. VSP call goes to selected VPC containing database information of call back # and registered address. 3. VPC validates address in their database. 4. VPC geocodes caller’s address (converts to a Lat/Long) and uses the shape files to determine where to route call (PSAP and ESN). 5. VPC sends call to appropriate ESGW connected to the correct S/R. 6. ESGW uses ESRN to determine which PSAP the caller should be delivered to. 7. S/R uses ESN to route call to PSAP. 8. PSAP equipment uses pANI to query back to VPC to obtain CBN and ALI for Call Taker. or Intrado or HBF or VIXXI Frame Relay 911 Trunks or 300+ others Multi-Steering with 10-digit ANI 9 CA 9-1-1 Office CalNENA 2/25/2008 S/R PSAP CPE ALISA
  10. 10. LA County Shape File CalNENA 2/25/2009 CA 9-1-1 Office
  11. 11. CalNENA 2/25/2009 CA 9-1-1 Office CA VoIP E9-1-1 Shape Files
  12. 12. CalNENA 2/25/2009 CA 9-1-1 Office
  13. 13. CalNENA 2/25/2009 CA 9-1-1 Office CA E 9-1-1 Call Types
  14. 14. <ul><li>CPE </li></ul><ul><ul><li>10/20 Digit Capable </li></ul></ul><ul><ul><li>Ability to Re-Bid ALI from VPCs </li></ul></ul><ul><ul><ul><li>Known as Multi-steering </li></ul></ul></ul><ul><li>ESN(s) Identified </li></ul><ul><ul><li>Single-ESN PSAPs </li></ul></ul><ul><ul><li>Multi-ESN PSAPs (choosing 1 ESN with limitations) </li></ul></ul><ul><ul><li>Multi-ESN PSAPs (providing ESN level shape files) </li></ul></ul>CA VoIP E9-1-1 PSAP Readiness CalNENA 2/25/2009 CA 9-1-1 Office
  15. 15. CalNENA 2/25/2009 CA 9-1-1 Office SINGLE ESN PSAPs MULTIPLE ESN PSAPs FORMAT 04 or MS at PSAP? Verify shape jurisdiction w/VPC if necessary VPCs obtain ESQK LECs build shell records VPC to Schedule 1 week advance notice with County Coordinator DEPLOY Document issue in table Recommend keep 10-digit until ready YES NO YES NO True single ESN? PSAP OK w/limitation w/manual transfers? Send shape files to VPCs Which single ESN? Work w/VPCs to finalize and validate Does PSAP have Shape files per ESN? CA VoIP E9-1-1 PSAP Deployment Flow Chart YES NO
  16. 16. CA VoIP E9-1-1 PSAP Deployments CalNENA 2/25/2009 CA 9-1-1 Office Goal = 390 Local Primary PSAPs + 1 CHP Capitol Communication Center 364 PSAPs are deployed with at least one VPC (93%)
  17. 17. CA VoIP E9-1-1 PSAP Call Volume CalNENA 2/25/2009 CA 9-1-1 Office 14,801 calls in 2006 40,937 calls in 2007 81,471 calls in 2008 (includes telematics) Chart data derived from CARSNet (VZN) and FRNIS (AT&T) information
  18. 18. CA VoIP E9-1-1 Telematics - OnStar <ul><li>OnStar is partnered with TCS. </li></ul><ul><li>Telematics 911 Office Memo dated May 25, 2007. </li></ul><ul><ul><li>Under specific conditions, telematics service providers (TSPs) are now permitted to deliver emergency calls to the public safety answering point (PSAP) through the E9-1-1 network via 9-1-1 trunks. </li></ul></ul><ul><li>APCO Recommended Best Practices Telematics Call Processing </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  19. 19. CA VoIP E9-1-1 Telematics - OnStar <ul><li>OnStar name is in three locations of the ALI. </li></ul><ul><li>Provided information on training. </li></ul><ul><li>Only 1 PSAP denied calls – Solano Sheriff. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office (866) 866-5006   20:59    02/20 ONSTAR CALL VERIFY LOCATION           ONSTAR            CA 311 VOIP ONSTAR CALL CENTER         TCS                   (858) 211-2045                      TCS                            S.D. SHF INLAND                 HEARTLAND CFA                   HEARTLAND CFA                   LAT             LON             METERS             PERCENT    
  20. 20. CA VoIP E9-1-1 Telematics - ATX <ul><li>ATX is working with Intrado to process calls via VoIP i2. </li></ul><ul><li>Will have a different 24x7 number in the CBN field depending on the service contract (Mercedes Benz, BMW, etc..) </li></ul><ul><li>Performed initial tests at West Covina PD and Yolo County Comm Feb 2009. </li></ul><ul><li>ALI display – working on providing name to indicate it is a telematics ATX call and also provide the incident ID. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  21. 21. <ul><li>FCC 64.595(b)(2)(ii) December 2008 </li></ul><ul><li>Video or IP Relay Service Providers </li></ul><ul><li>&quot;VRS or IP Relay providers must transmit all 911 calls, as well as ANI, the caller's Registered Location, the name of the Video Relay Services (VRS) or IP Relay provider, and the calling assistant’s identification number for each call, to the PSAP. </li></ul><ul><li>NENA 02-502, Version 3, updates the types of service to include VRS. VRS calls will come over the 9-1-1 network, and the PSAP will receive the VRS/IP Relay Provider name (NENA Company ID) and the ID # of video interpreter/call assistant. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office CA VoIP E9-1-1 Video Relay Service – FCC Info
  22. 22. CA VoIP E9-1-1 VRS/IP Relay Call Guide <ul><li>Standard Operating Procedure Recommendations </li></ul><ul><li>Suggested questions for developing a VRS/IP Relay Call Guide </li></ul><ul><li>http://www.apcointl.org/documents/PSAPVRSIPRelaySOPrecommendations.pdf </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  23. 23. CA VoIP E9-1-1 Telecommunication Relay Service (TRS) <ul><li>TRS users call or receive calls on TTYs (text telephones) and Communication Assistants (CA) relay back and forth between the TTY user and the speaking caller. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office http://www.apcointl.org/documents/PSAPVRSIPRelayOverview.pdf
  24. 24. CA VoIP E9-1-1 Video Relay Service <ul><li>VRS is a variation of traditional TRS. The snag for E911 calls made through VRS is the possibility of a disconnection somewhere in the communication chain due to the instability of the internet and the number of connections in place. </li></ul><ul><li>In a VRS Call, the Communication Assistant (CA) is a skilled sign language interpreter referred to as a VI (Video Interpreter) who can see the video caller via a video device and an internet connection. The VI interprets and relays between the ASL (American Sign Language) user and the speaking person. http://www.apcointl.org/documents/PSAPVRSIPRelayOverview.pdf </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  25. 25. CA VoIP E9-1-1 IP Relay Service <ul><li>IP Relay (internet protocol relay) is very similar to traditional relay with the exception of the type of device being used (any computer, personal digital assistant, web-capable telephone or other internet-capable device) and the connection mode (not public switched telephone network, but the internet). </li></ul><ul><li>Because IP Relay is text based (like traditional TRS) the process can be more time consuming and less spontaneous. </li></ul><ul><li>The connection via the internet, however, poses the same issues as it does with a VRS call. </li></ul><ul><li>http://www.apcointl.org/documents/PSAPVRSIPRelayOverview.pdf </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  26. 26. CA VoIP E9-1-1 VRS - Sorenson <ul><li>Video Relay Service – ALI, routed by Intrado </li></ul><ul><li>45 E9-1-1 calls in January 2009 in the State (TRDO data) </li></ul><ul><li>The CBN is unique and goes through the call center </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office (619) 123-4567 04:26 01/01   123 BEACH AVE CA 310 VOIP  SORENSON RELAY CUSTOMER    (619) 211-0060    TRDO   SAN DIEGO PD   SAN DIEGO FD   SAN DIEGO FD   LAT  LON   METERS  PERCENT
  27. 27. CA VOIP E9-1-1 WiFi T-Mobile@Home <ul><li>T-Mobile currently is routing their @Home calls as wireless calls based upon cell sector routing designations. This was their baseline design and in all other states it works because local PSAPs are primary. </li></ul><ul><li>T-Mobile has been in the process of re-designing their call routing system to migrate these calls to VoIP (address/X-Y) routing since Nov. 2008. </li></ul><ul><li>T-Mobile will be a new VPC and may only be routing their customers. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  28. 28. CA E9-1-1 FEMTO – Sprint AIRAVE <ul><li>Users have an expanded coverage with the use of a router in their home. This, in most areas of CA, will still route the call via the closest tower sector and show up as a “WPH2” call. </li></ul><ul><li>If the user is out of Sprint’s service area, the call will be routed through Intrado over the VoIP i2 deployment and show up as a “VOIP” class of service. </li></ul><ul><li>Some testing occurred in mid 2008. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  29. 29. CA VoIP E9-1-1 Total Costs <ul><li>Network = 0 (No new trunks) </li></ul><ul><li>PSAPs = 0 (Multi-steering is part of wireless tariff) </li></ul><ul><li>VSPs = 0 (No cost recovery) </li></ul><ul><li>County Coordinators = $45,804.28 </li></ul><ul><ul><li>(Not available for 2008 + $31,780.28 in 2007 + $14,024.00 in 2006) </li></ul></ul><ul><li>Public Education = $2,900 (2007 VoIP Brochure) </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office January 2006 to December 2008
  30. 30. CA VoIP E9-1-1 Issues <ul><li>County Coordinators are working to get shape files. </li></ul><ul><li>Engaging with emerging technologies to make sure a statewide ALI standard is applied. </li></ul><ul><li>Call Centers taking default routes need to warm transfer on 10-digit lines. </li></ul><ul><li>County Coordinators have more responsibilities. </li></ul><ul><li>PSAP testing needs to be thorough. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  31. 31. CA VoIP E9-1-1 Reality <ul><li>VoIP user may not enter location accurately. </li></ul><ul><li>Accurate routing needs County Coordinator to actively participate to verify/develop shape files. </li></ul><ul><li>VPC call centers will field some VoIP calls and they will be sent to PSAP-identified 10-digit emergency numbers. </li></ul><ul><li>More emerging technologies will be migrating to use VPCs. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office
  32. 32. CA VoIP E9-1-1 Goals <ul><li>Have all primary and secondary PSAPs with new CPE accepting 10-digit Multi/Steering to obtain the complete ALI from VPCs. </li></ul><ul><ul><li>Only 10 primary PSAPs left for 2009 </li></ul></ul><ul><li>County Coordinators to obtain shape files for each ESN jurisdictional boundary in their county. </li></ul><ul><ul><li>Validate landline ESNs </li></ul></ul><ul><ul><li>Document is on-line, and pre-approved funding is available </li></ul></ul><ul><ul><li>http://www.documents.dgs.ca.gov/td/911/CAVoIPE9-1-1shapefilerecommendations.pdf </li></ul></ul><ul><li>Continue to standardize deployment requirements for emerging technologies so that there is minimal impact at the PSAPs. </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office Atwater PD* NASA Ames PD* Ukiah PD* CSU Fresno PD* Red Bluff PD* US Park Golden Gate* Fairfield PD* Travis AFB PD* Yuba SO* Galt PD*
  33. 33. CA W E9-1-1 vs. CA V E9-1-1 CalNENA 2/25/2009 CA 9-1-1 Office Topics Wireless E9-1-1 VoIP E9-1-1 Planning April 2002 July 2005 1 st Deployment Feb. 2003 Feb. 2006 FCC Order 94-102 05-116 A1 PSAP Participation Choice No Choice CA Rollout 7 Regions ESNs (Single/Multiple) Database Providers 2 (Intrado, TCS) 4 (Intrado, TCS, HBF, VIXXI) Service Providers WSPs ~ 16 VSPs ~ 400 DESN CHP Landline DESN ALI Display Wireless-ALI standard VoIP-ALI standard pANI 511 211 Statewide Volume ~ 12 Million Calls ~ 80,000 Calls Coordination Wireless Regional Coordinators - 28 County Coordinators - 58 Testing WSP Sectors (100,000) By VPC/ESGW (10) Network Tandem/Tandem Trunking Traditional Routing Cell Sector (general maps) Geocoded Address (Accurate maps) Web Site http://www.td.dgs.ca.gov/Services/911/we911 http://www.td.dgs.ca.gov/Services/911/voip
  34. 34. Contact Information <ul><li>CA 9-1-1 Emergency Communications Office </li></ul><ul><li>VoIP E9-1-1 Deployment Web Page: </li></ul><ul><li>http://www.td.dgs.ca.gov/Services/911/voip </li></ul><ul><li>Monthly California VoIP E9-1-1 Meetings </li></ul><ul><li>3rd Wednesday 9-10:00am PST </li></ul><ul><li>9-1-1 Office Consultants </li></ul><ul><li>http://www.documents.dgs.ca.gov/td/911/OfficeAssignments.pdf </li></ul><ul><li>Donna Peña </li></ul><ul><li>[email_address] </li></ul>CalNENA 2/25/2009 CA 9-1-1 Office