BEYOND Text to 911 - NG911 Intelligent Call Routing - PSAP Best Practice Forum Minnesota

The Future of Emergency Communications:
Next Generation 9-1-1
Intelligent Routing and Multi-Modal Emergency Communications
Mark J. Fletcher, ENP
Chief Architect
Avaya Public Safety Solutions

© 2012 Avaya Inc. All rights reserved. 22
Today’s agenda
 Introduction
 Changing 9-1-1 Industry Landscape
 Next Generation 9-1-1 and Avaya
 Q&A Session

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

Level Set on Current State
 Voice call routing is static and
based on limited variables:
– ANI -> Location
– Class of Service
– Customer / Account Information
The existing 9-1-1 infrastructure is built
around these three basic components
Phones
ANI/ALI
Class of
Service
Account
Info
9-1-1

What’s the Future State?
 Additional Information
available with incidents
– Location Information
– Floor Plans
– Multimedia
– Video Feeds
– Environmental Data
– Smart Building
 Workgroups are currently in
motion defining structure and
capabilities
Control
Room
Enterprise
Network
Enterprise
User

Industry Factors Influencing NG9-1-1 Adoption
State, regional, local consortium level initiatives
Legislation
Funding …………… Federal/State Grants
Budget ……………. High cost to maintain PSAPs, consolidation
Technology ………. 40+ year old architecture, technology refresh
cycles
PSAP capabilities ... Location, data, multimedia, availability
interoperable with other PSAPs…

The 9-1-1 Network Design Today
• Assumes Phone Number = Location
• Simple Architecture
Analog technology based on fixed endpoints
• Static Locations
• Predictable MAC work

The User Reality Today
PSAP
E911
Selective
Router
PSAP
PSAP
MSAG
PS-ALI
ALI
PSTN
• Telephone Number < > Location
• Complex Network Topology
• Users are Nomadic
• MACs are often unpredictable
IP technology based on MOBILITY

Migrating to the future with STANDARDS

NENA i3 Delivering 9-1-1 Calls to PSAPs with PIDF-LO via ESINet
Call Taker
E9-1-1 Tandem
Emergency Caller
MSAG
Call Taker
Call Taker
ANI
ALI
Managed
IP Network Emergency Services IP
Network (ESINet)
• User dials 9-1-1
• Device or Originating Network sends PIDF-LO in the SIP INVITE
• Network elements and PSAP read this Location Object packet and
provide call routing and treatment
• E9-1-1 Session can have multimedia added if requested
• ANI/ALI Databases and CAMA become irrelevant at this point

Why Move to Next-Generation 9-1-1?
 Increase Capabilities
 Reduce and Control Cost
 Increase Capacity
Drivers
More STUFF – Less COST

 GIS/Map & CAD Integration
 Geo-spatial call routing (location)
 SMS, Real-Time-Text and media (video, images)
 SIP (NENA i3 compliance)
Capabilities
Less COST – Cool STUFF

 PSAP Consolidations
 SaaS Offerings (Hosted NG PSAP)
 Leveraging Existing Investment
Costs
Cool STUFF – More STAFF

Processing Call Events the ‘Old School
Way’

Traditional E9-1-1 Inter Agency Routing
E911 Tandem
MSAG
ANI
ALI
ANI/ALI BID
TRANSFER

E911 Tandem
MSAG
ANI
ALI
ANI/ALI BID
TRANSFER
Recording

E911 Tandem
MSAG
ANI
ALI
ANI/ALI BID
•No interagency connectivity
•No data transfer
•Limited Geography
•Inefficient / Disparate Logging
•Costly mileage based CAMA trunks
Recording

•Important details can be left behind
•Makes post-incident forensics difficult to
assemble
•Each agency in the chain of care loses
the complete view of the incident
Information becomes fragmented
E911 Tandem
MSAG
ANI
ALI
ANI/ALI BID
Recording
Recording
Recording

NENA i3 Collaborative Conferencing
ESI Network
PC3 Conference

SMS
MMS
Session
Recording
Language
Line
Poison
Control
Social
Services
CALLER
9-1-1
DATA
Additional
Data
NENA 08-003
Section 5.7 Bridging
PC3: Persistent Contextual
Collaborative Conferencing

ESInet
Core
1
2
3
4
5
Persistent Contextual Collaborative Conferencing (PC3)
USE CASE: Automatic Crash Notification
1. Vehicle involved in an accident
2. ACN sends i3
Provider vehicle
telemetry data
3. PSAP establishes
PC3 with appropriate
agencies
4. Data is analyzed
5. Trauma resources
are readied in
advance

NENA i3 Collaborative Conferencing
ESInet Host
Data Exchange
Multi-Media
PC3 Bridge
Multi-Media
PC3 Bridge
Multi-Media
PC3 Bridge
Multi-Media
PC3 Bridge

ESInet
Backbone of NG911
High Availability Redundant
Metro Ethernet / MPLS
E911 Tandem
LEGACY NETWORK
MSAG ANIALI
ESRP
Call Routing (ECRF)
Location Validation (LVF)
NG9-1-1 Data
Services
Data
GIS
Selective
Router
Legacy Network
Gateway
Legacy PSAP
Gateway

Avaya’s Role in the NG9-1-1 Topology
 End-to-end (Enterprise/Campus -> Network -> PSAP Call Center)
 NENA i3 standards compliant, independently deployable, proven
interoperability with third party components and solutions
Avaya Aura™ Enterprise
Originate NG Sessions
Avaya DevConnect
Partners delivering
NENA i3 compliant
Geo-spatial NG routing
An Avaya Aura™ PSAP
NG Call taker Desktop
NG9-1-1 PSAP –
CPE or Hosted
NG9-1-1 Network (ESInet)
Enterprise, community
IP/SIP911 voice,
SMS, video,
image…. ESRP
Call Routing (ECRF)
Location Validation (LVF)
NG9-1-1
Data
Services
Data
GIS
Call Server
SIP Phone

Enterprise Networks Today, Enabling NG911 Tomorrow
Enterprise customers have advanced data
networks already in place
Enterprise Location Management (ELM)
server in the DMZ with information about:
• Users and their Devices
• Location and the Environmental Data
• Event Correlation
This will empower Public Safety to collect
additional relevant information enabling better
decisions in the field:
• Temperature Sensors during a fire
• Video feeds during a robbery
• Physiological data from individuals
Corporate Network
Carrier Network
ALDR
ACDR
ANI / URL

2 STORY HOME
BEDROOMS ON SECOND FLOOR
FURNACE IN CRAWL SPACE
DETACHED GARAGE
GARAGE DOOR
OFFICE
DOOR
BASEMENT ENTRY
UNDER FRONT STAIRS
ROAD
DRIVEWAY
OFFICE AREA IN DETACHED GARAGE
RESIDENT WORKS FROM HOME
Normal Vehicles:
1995 Blue Jeep Wrangler
2010 Taupe Chevy Equinox
REAR DOOR ENTRY
GROUND LEVEL DECK
DOOR
DOORDOOR
DOOR

Avaya Presence in Public Safety
 Avaya maintains active memberships with several industry forums
 NENA ENP Certification
 Key workgroup contributions include:
– NENA MLTS Model Legislation
– NENA ESI Network Design
– NENA NG911 Additional Data
– NENA NG911 Transition Plan
– APCO Standards Development Committee
www.nena.org www.apcointl.org www.eena.org www.e911institute.org

Avaya’s Vision and Strategy for
Citizen Experience Management

Jay Roberts
The expensive new Onyx guitar that I bought
at Midwest just last week is already warped!
May 6 at 10:32am Like Comment
Midwest
Hey Jay, we’re sorry we hit a low note
with you. We’d like to help, please click
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May 6 at 10:33am 2 people
Mobile Social
Video Digital
Manage multiple
calls, just like in the
office
Quic
kly
find
all
your
cont
acts
Set
presence
information
Select
communication
modes
Manage contacts,
call log & IMs
Launch
email from
history or
contact fan
Context Driven
The Changing Citizen Communication Landscape

© 2012 Avaya Inc. All rights reserved. 31©2010. All rights reserved.
Avaya Confidential
Workforce
Optimization
Citizen
EMAIL
Self Service Management &
Administration
IM
Government
Applications
Public
Safety
Expert
Assist Expert
Assist Expert
Assist
Avaya AuraTM Citizen Interaction Suite
Solution & Promise
Avaya Flare
User Experience
Avaya
Aura CC

Smartphone to Agency - Intent and Context
Context with interaction
– Up to now: ANI, collected digits
– Now via mobile device:
– Branded Application Data
– Social Media profile
– Application history
– Camera – Photos
– Microphone – recordings
– Geo-Location coordinates
– Device information
– Profile Information
confirmation from Verint that a co-resident Viewer/CAM for Gexel’s environment will be supported.

Proactive Outreach Manager
What is it?
 Integrated multichannel outbound solution
Why does it matter?
 Enables proactive outreach to citizens with rich,
relevant, multimedia interactive notification and alerts
Value and Differentiation
 Integrated inbound/outbound automation leveraging
Avaya Aura Experience portal as core platform
 Sends personalized Voice, SMS, E-mail notifications
 Powerful strategy builder to escalate between
automated voice, e-mail and SMS
 Extensive web services for rapid integration
 Based on the industry-leading VXML platform
 Lower overall costs of service and improved inbound
call volume management
Campaign
+
Customer
data
SIP
Proactive Outreach
Manager
Live Agent
(only as needed)
Voice
Text
E Mail
Today What’s Next On the Horizon
Proactive
multichannel
differentiation,
efficiencies,
cost reduction
Unified event based
predictive dialing &
multimedia
notifications
Best-time-to-
outreach
customer
strategies
DESIGN
MANAGEMENT
INTERACTION
PERFORMANCE
EXPERIENCE

Avaya Speech Analytics 2.0
What is It?
Speech search and analytics solution used by Public
Safety Analysts and OEM Directors to rapidly and
efficiently analyze call recordings.
Why does it Matter?
Gain key incident intelligence to drive response
efficiency, improve agency effectiveness; Improve
citizen experience and satisfaction
Provides insight into agency performance and
resource optimization.
Ensure policy and regulatory compliance.
Value and Differentiation
 Based on Phonetic technology, search and index directly on audio content
 Out-of-the box dashboards and reports for common call center KPIs.
Today What’s Next On the Horizon
Vendor agnostic reporting of
key operational and business
KPIs on call recordings.
Simple, low effort deployment
Automation – “hands off”
Integration – simple
connectivity
Scale – complete data view
Real time actionable intelligence
Real-time intervention capable
Integrated to overall customer
experience analytics
DESIGN
MANAGEMENT
INTERACTION
PERFORMANCE
EXPERIENCE

Summary
Current and Emerging Technologies can enhance
public safety TODAY
Routing of Information becoming the critical
capability in a PSAP
Demographics and Behaviors are Changing

How do we move the bar?

BEYOND Text to 911 - NG911 Intelligent Call Routing - PSAP Best Practice Forum Minnesota

BEYOND Text to 911 - NG911 Intelligent Call Routing - PSAP Best Practice Forum Minnesota

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