ECAS Emergency Call Answering Service Michael Kelly, Head of Operations, ECAS, BT, Ireland

1. British Telecommunications plc 2017
ECAS
Emergency Call Answering Service
AML – the experience in Ireland
MICHAEL KELLY
1
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2. British Telecommunications plc 2017
AML – how we approached it in Ireland
• Proof of Concept (POC)
– established to demonstrate the operation of AML to Emergency Services, Government, and Mobile network Operators.
– Emergency Service Caller location interface was developed to combine new AML locations with standard caller location info
(e.g. Cell) and make available to Stage 2 - Emergency Services.
– Worked with National Ambulance Service (NAS) to demonstrate and prove end-to-end AML operation
• What we did:
– Develop/Deploy production ready Inbound AML Interfaces on Stage 1 PSAP systems.
– Configuration required on Mobile network infrastructure to allow simultaneous SMS with Emergency call.
– Real Time Provision of caller location information to Stage 2 during 112 call via “Pull” type XML interface.
– Stage 2 configure CAD(s) to “Double Dip” or re-query after 10-15 seconds to check for refreshed AML locations.
– Built Web “GUI” interface for Stage 2 services that do not avail of the automated XML interface = Browser access.
• Six Month Pilot operations and “Soft” Launch
– Once PSAP & Mobile network systems ready - worked with Google and mobile networks to “turn on” AML for pilot operation.
– 1000s of calls sampled and reviewed for any potential communication difficulties as well as the accuracy of the AML locations.
– Soft Launch meant that AML was switched on for 100% traffic prior to media announcement
– Media Launch – announcement of Go-Live – October 2017.

3. British Telecommunications plc 2017
Stage 1 PSAP view
• If AML is available, a link
is presented on the call
guide to call taker

4. British Telecommunications plc 2017
Stage 1 PSAP view
• If AML is available, a link
is presented on the call
guide to call taker

5. British Telecommunications plc 2017
Stage 1 PSAP view
• Call taker can display all
available AML data for
the live call.
• Data includes:
• AML timestamp,
• Position method
used
• Accuracy of the
location data.
• Call taker can view any
of this data on a map.

6. British Telecommunications plc 2017
AML Statistics
• The Republic of Ireland has a population of 4.8m people.
• Stage 1 PSAP (ECAS) handles 1.8m 112 calls per year
• 0.9m or 50% calls are connected to Stage 2 Police / Fire / Ambulance / CG
• 73% of calls are from mobile (1.3m calls p.a.)
• 24% of mobile calls have AML data (312k calls p.a.) so far
• Apple iOS traffic very slow so far (as of April 2018)
• Average accuracy of AML is 20 metres (based on pilot data)
• Median average for Time of delivery for first AML message is 15 seconds

7. British Telecommunications plc 2017
Key findings and recommendations
• Establish a Proof of Concept
• Location Accuracy is very high - Much superior to Base Station location
• Obviously SMS traffic increases so you may need to improve your infrastructure
to SMS aggregator and Mobile Networks
• Good feedback from Stage 2 – very accurate location where caller is in a state of
panic or experiences language difficulties.
• 24% of mobile traffic has AML and we expect to see this grow with Apple
• Empower Stage 1 call takers by giving full visibility of AML data and maps
• Establish daily reports monitoring traffic volumes by network, accuracy, as well
as % of calls where AML is available and Fix Type - % WiFi, GPS, Cell, and No Fix.
• AML works ….!

8. British Telecommunications plc 2017
Thankyou ….
michael.kelly@bt.com
+353 86 2413 851