New York City 'Tech Share' on Enterprise E911 with Fletch and Hank Hunt

WELCOME TO AVAYA NEW YORK CITY

Public Safety Emergency Services:
Emergency Services in the Enterprise – KARI’S LAW
Mark J. Fletcher, ENP
Chief Architect
Worldwide Public Safety Solutions
June 11, 2014
New York City Tech Share

© 2014 Avaya Inc. All rights reserved. 33
A humble man with a simple story . . . .
!  Tragically, on December 1, 2013 – Hank Hunt
lost his daughter Kari in a brutal murder in a
hotel room in Marshall Texas.
!  When he realized his grand daughter tried to
dial 9-1-1 but could not, he wanted to know why.
!  There was a single digit that took away his
daughter. You needed to dial ‘9’ before 9-1-1 for
the call to go through.
!  He started a http://Change.org petition hoping to
collect 100 signatures
!  http://Change.org/KarisLaw
!  This is his story . . . and his ask for your help

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

The National Emergency Number Association
estimates there are nearly 300 Million calls to 9-1-1
each year in the United States

The California PUC reported that potentially 80% of
Enterprise MLTS/PBX Systems need additional 9-1-1
location accuracy remediation work

Next Generation 9-1-1 ELIMINATES the current
legacy ANI/ALI (telephone number/address) database

There are THREE concerns for 9-1-1 call processing:
UNIVERSAL ACCESS TO 9-1-1 | ON-SITE NOTIFICATION OF 9-1-1 | ACTUALLY REACHING 9-1-1

Current Legislative Landscape
!  ONLY 18 States have a reference to MLTS/PBX
Laws vary greatly causing confusion
Most are focused on granularity:
!  Chicago – 40,000 Sq.ft.
!  Massachusetts – 22,500 Sq. Ft.
!  Virginia – 7,000 Sq. Ft.
!  California (pending) – Fire Alarm Zone
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.”

Recent Legislative Driver – FCC Wants Answers!

Key Dates on the Timeline
!  December 1, 2013
–  Kari Hunt Murdered in Marshall, TX
–  APN Blog Posted on Avaya.com/Fletcher
–  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
–  Avaya asked to join AH&LA Task Force

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[.]

The Anatomy of an Emergency Call
Understanding how it works, regardless of the number

Example of a US Based E9-1-1 Emergency 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

Deeper Dive Inside the Enterprise
!  Functionality Required:
–  Location Discovery
–  Device Moves Add Changes
–  On Site Notification
–  Call Routing to correct PSTN instance
!  Available Internally or via the
DevConnect program
!  Internal solutions are basic, not
decided for larger UC deployments
!  External solutions vary greatly in
the services they provide as well as
cost
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

A New Way of Addressing the Problem
Yesterday’s methodology:
!  Track MAC work in the enterprise
!  Create a NENA record for update
!  Batch the updates nightly
!  Limited ‘data transfer’ to PSAP
Today’s enhanced methodology:
!  Track MAC work in the enterprise
!  Update and correlate with other
relevant data points
!  Provide situational awareness on site
!  Create an accessible data repository
Costly / Not Real-Time
Limited information could be passed
Efficient / Real-Time
Ready TODAY for NG Services
Public Safety queries for the information they
desire based on their needs

The Avaya DevConnect Community of Partners - SPP
911 ETC, Inc. - http://911etc.com
Voice Positioning Carrier for National Emergency Calling coverage
Hosted VPC Service and Services company. Will provide consulting services if
needed. Uses the Conveyant SENTRY for on premises tracking/notification when
required
Conveyant, Inc. - http://Conveyant.com
Layer 2, Layer 3 and PBX Database tracking of Moves, Adds and Changes
Feature rich database correlation of additional data from the enterprise and
provides On Site Notification of emergency calls via email and Screen Pop. OEM
for the Avaya WLAN 8100 Emergency Services widget. Used internally at Avaya
RedSky Technologies, Inc. - http://redskytech.com
Layer 2, Layer 3 and PBX Database tracking of Moves, Adds and Changes
PLUS Updates the legacy PS-ALI database entries with changed information on a
nightly basis where required by the customer. Also offers front end to VPC
services and On Site Notification via their EON Notification Client to PCs on the
network.

The Carrier Role in an Emergency Call
Understanding the components

Example of a US Based E9-1-1 Emergency Call
Call Sent to
TELCO
CLID -> ANI
911 PSAP
Selected
ANI
Matched to
MSAG
ANI / ALI
Database
!  The Emergency Number is
recognized
!  A database query is made using the
ANI to establish the proper agency
!  Decision is typically made based on
billing address information
!  While the location information, if
any, is available it is often discarded
once routing is decided

The Role of the PSAP or Control Room
!  Once the call is handed off, the PSAP takes the call and ANI data in much like
any normal Contact Center.
!  The ANI is used to query the network for ALI
!  The information returned is parsed and distributed to other applications for
mapping, dispatch, incident management, and record keeping
!  The interaction with the PBX at this point is one of Call Control
!  The limited data that is even associated is out of band and dealt with in
companion applications.

Defining the Problem and Challenges
What Avaya is trying to improve

IP Telephony is NOT the Problem - IPT ENABLES the problem
!  Devices can be extremely nomadic or mobile
at any point in time and administratively
difficult to manage in a real time manner.
!  While mechanisms exist in the Enterprise to
monitor and track location, there is no current
real-time link to the PSAP to pass along the
data
!  Scream all you want, no one can hear you

What about SaaS and the Cloud?
I have been told that this is the way forward for everything,
so why not for Emergency Services?
Isn’t everything going to be in the cloud anyway?

SIP Trunking introduces a Different Problem – The Cloud
!  SIP Trunking is a key part of the architecture that allows Enterprise networks to
Flatten Consolidate and Extend (FCE) their reach across the enterprise network.
!  Actually, this is the same issue as user mobility as the trunk presence may be no
where near the users location.
!  FCE can introduce a major threat to Emergency Call Handling in the Enterprise, and
can introduce significant risk in a stable environment. VPN User complicate the
matter.
!  Users rarely understand the potential impact; Carriers nonchalantly pass it off as
‘stuff in the network’ that is handled for the customer.
!  In reality, the VPC is potentially a huge risk issue, and must be understood and
discussed for applicability within the customer environment.
!  More and more the VPC is becoming a required part of the solution, but tht is not a
reason to give up resiliency, reliability and functional ability.

Should Emergency Services be a completely Hosted Solution?
PHONE NUMBERS don’t equal LOCATION – Managing ALI is yesterday’s technology
Notification belongs on premises – Don’t get confused by ‘the cloud’
Planning and Consulting Workshops are Available from Avaya
The cloud will be a part of the solution in many scenarios, but still requires local
presence for notification and alerting.
NO!

US Cloud Based 911 VPC Carriers Explained
EMEA Based Services immanent with VoxBone
•  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

The Problem: Getting the Data to Public Safety
Enterprise
Location
Database
ANI / ALI
Database
How does the Enterprise DATA get to the PSAP?
SIMPLE ANSWER . . .
IT CAN’T

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
Emergency call with 908-848-2602 as CLID / ANI
908-848-2602
CUBE
2C231 908-848-2602
CUBE
2C231

Understanding what usually happens
Enterprise
Location
Database
ANI / ALI
Database
Calltaker
ANI/ALI
Screen Pop
908-848-2602
CUBE
2C231
PHONE NUMBER QUERY
Emergency call with 908-848-1000 as CLID / ANI
908-848-1000
211 Mt. Airy Rd.
Basking Ridge
908-848-2602
CUBE
2C231

Location Granularity EXTERNALLY
!  What level of reporting is needed at the PSAP?
–  Response Address
–  Building Entrance Identifier
!  Concentrate on getting the Call taker the details they
need to get responders enroute to the scene
!  Why is Station Level Granularity
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

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.

Enterprise Location granularity INTERNALLY
!  Enterprise environments can utilize
additional call handling technology to aid in
response:
–  Designated 1st Response Teams
–  Campus Police Officers and EMS
–  Any other authorized group or individual
!  Data that can be provided includes
–  Floor Plan
–  HazMat
–  IP Video Feeds
EMERGENCY

PBX Emergency Services Functionality:
What’s built-in; what’s not; and why

Basic System Requirements (Kari’s Law)
!  Direct access to Emergency Services
Eliminate the ‘Trunk Access Code’ (TAC)
!  On Site Notification
Alerting to devices that an emergency call
has occurred
!  Interception or termination of calls internally
prohibited to untrained internal staff
PD

Watch for Single Points of Failure
Not all solutions are created equal. Watch for applications
in the call path that could block calls.

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
Emergency Gateway
PRIMARY
Emergency Gateway
PSTN/Emergency
Network
If
the
Emergency
Gateway
is
OFFLINE
completely,
the

Avaya
ARS
will
route
to
the
secondary
instance.
If
there

is
a
soE
failure,
then
calls
may
‘black
hole’.

PBX/MLTS
SECONDARY
Emergency Gateway
PRIMARY
Emergency Gateway
PSTN/Emergency
Network
PBX/MLTS
SECONDARY
EmergencyGateway
PRIMARY
Emergency Gateway
PSTN/Emergency
Network
Upstream
problems
shutdown
the
interface.
This
is

cri8cal
to
preven8ng
the
‘black
hole’
scenario.
PBX/MLTS
SECONDARY
EmergencyGateway
PRIMARY
Emergency Gateway
PSTN/Emergency
Network

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
Emergency Gateway product in the path of an emergency call.
!  Customers should be aware and conduct the appropriate testing for their
network configuration.

Summary for Today:
What we just talked about in 4 simple slides

Getting Additional Data to the 1st 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

Getting Additional Data to the 1st 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

Basic System Requirements (Kari’s Law)
!  Direct access to Emergency Services
Eliminate the ‘Trunk Access Code’ (TAC)
!  On Site Notification
Alerting to devices that an emergency call
has occurred
!  Interception or termination of calls internally
prohibited to untrained internal staff
PD

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
Next Generation Emergency Services:
Today: OVER The TOP NG Emergency Services or
Tomorrow: URI/URL sent VIA the SIP header
What’s Missing from this NextGen Picture?
NG Emergency
Services Data
Aggregator
ANI/ or
Location Data

Emergency Functionality is NOT just a box . . .
Several partners offer a solutions for Emergency
Call Handling, and methodologies widely differ.
Making the final technology selection, is a very
specific decision for each customer, that is based on
specific 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

http://www.avaya.com/APN
http://www.avaya.com/Fletch911
The Avaya Podcast Network

New York City 'Tech Share' on Enterprise E911 with Fletch and Hank Hunt

New York City 'Tech Share' on Enterprise E911 with Fletch and Hank Hunt

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to New York City 'Tech Share' on Enterprise E911 with Fletch and Hank Hunt

Similar to New York City 'Tech Share' on Enterprise E911 with Fletch and Hank Hunt (20)

More from Mark Fletcher, ENP

More from Mark Fletcher, ENP (13)

Recently uploaded

Recently uploaded (20)

New York City 'Tech Share' on Enterprise E911 with Fletch and Hank Hunt