Public Safety Solutions Moving into the Millennium
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This document discusses next generation emergency services and public safety solutions. It begins by summarizing a tragic incident where a 911 call failed, resulting in a woman's death. It then discusses the need to move away from outdated 911 technologies and systems based on phone numbers to solutions that can accurately identify a caller's location. The document discusses cloud-based hosted 911 solutions, location discovery mechanisms, and how providing additional data to first responders can help in emergency situations. It emphasizes that phone numbers are no longer relevant with new technologies and nomadic behaviors, and that next generation solutions are needed to support modern communications and public safety needs.
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Public Safety Solutions Moving into the Millennium
- 1. NG Emergency Services Moving Public Safety into the Millennium Mark J. Fletcher, ENP (Fletch) Chief Architect – Worldwide Public Safety Solutions FletcherM@Avaya.com +1 908 848-2602 @Fletch911
- 2. December 1, 2013 – Kari Hunt died because of a single digit Kari met her estranged husband in a Marshall, Texas hotel for visitation with their 3 children Allegedly, her ex-husband brutally attacked and stabbed her multiple times Her 9 year old daughter tried to call 911 In fact, she tried to call 4 times, but the calls failed She was able to rush her 2 siblings to safety Kari Hunt 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 © 2014 Avaya Inc. All rights reserved. 2
- 3. HOMEWORK ASSIGNMENT #1 Read about Kari’s Law If you agree, sign the petition If you don’t, pass it on http://Change.Org/KarisLaw http://No9Needed.com © 2014 Avaya Inc. All rights reserved. 3
- 4. 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. Each 9-1-1 partner offers a solution 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 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 and our Partners © 2014 Avaya Inc. All rights reserved. 4
- 5. Public Safety Solutions WHO ARE THE PLAYERS? © 2014 Avaya Inc. All rights reserved. 5
- 6. Avaya SELECT PRODUCT Partners 911 ETC, Inc. - http://911etc.com – Voice Positioning Carrier for National E911 coverage – Utilizes 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 – PBX configuration updates for proper routing – On Site Notification of emergency calls via email and Screen Pop RedSky Technologies, Inc. - http://redskytech.com – Tracks Moves, Adds and Changes of stations – Updates the legacy E911 PS-ALI database entries – EON Notification to PCs © 2014 Avaya Inc. All rights reserved. 6
- 7. Public Safety Solutions WHAT TECHNOLOGY IS NEEDED? © 2014 Avaya Inc. All rights reserved. 7
- 8. E9-1-1 Fundamentals Where is the caller? – PHONE NUMBERS NO LONGER EQUAL LOCATION? What PSAP does the caller need to reach? – 9-1-1 IS VERY REGIONALIZED How do I manage user mobility? – MY USERS MOVE, A LOT! $ $ $ © 2014 Avaya Inc. All rights reserved. 8
- 9. Hosted E911 Services - VPC What is a VPC? A VoIP Positioning Carrier provides remote E9-1-1 service area connectivity. Required for FCE environments where local trunks have been eliminated Do VPC’s own network? NO. They resell the services of backbone carriers What differentiates them? The add on services they provide like Dashboards © 2014 Avaya Inc. All rights reserved. 9
- 10. Cloud Based Hosted 911 Solution Core Branch Office Core Branch Office Branch Office Branch Office Emergency Telecom Company Cloud Based 911 is the answer FULL coverage across North America Branch and Remote User Solutions Several levels of protection © 2014 Avaya Inc. All rights reserved. 10
- 11. Cloud Based Hosted 911 Solution 100% E9-1-1 COVERAGE © 2014 Avaya Inc. All rights reserved. 11
- 12. Cloud Based Hosted 911 Solution 100% E9-1-1 COMPLIANT © 2014 Avaya Inc. All rights reserved. 12
- 13. Public Safety Solutions WHAT PARTNER DO I USE OR RECCOMEND? © 2014 Avaya Inc. All rights reserved. 13
- 14. The Emergency Communications Technology Journey….. Location Based E911 Selective Routing 911 Access Police Box Direct Dial Next Generation 911 Services Circa 1880 1968 Circa 1985 Circa 1990 2011 Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 14
- 15. Emergency Services Technology 50 Years of Public Safety Technology Stagnation Past 25 Years INFLECTION POINT 134 Years of Communications Technology Innovation 1860 1880 1900 1920 1940 1960 1980 2000 2020 2040 Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 15
- 16. The problem 9-1-1 is based on 1970’s technology: – Telephone Number (TN) presentation to the network for routing instructions Citizen 555-1234 Public Safety Agency “A” Public Safety Agency “B” Telecom Provider Public Safety Agency “C” SRDB* 555-1234 = Agcy A 555-4567 = Agcy B 555-6789 = Acgy C *Selective Router Data Base Citizen 555-4567 Citizen 555-6789 © 2014 Avaya Inc. All rights reserved. 16
- 17. Telecom Provider CLocDB* 555-1234 = Addr A 555-4567 = Addr B 555-6789 = Addr C The problem 911 is based on 1970’s technology: – Telephone Number (TN) presentation to the network for routing instructions – TN Presentation to the 9-1-1 Center for incident location reference – Registered name – Registered address – While this is typically sufficient for a Citizen 555-1234 residential citizen, individuals at work have additional challenges due to: – Large Campuses with multiple buildings – Unclear street addresses or no address – Buildings with access control and multiple floors Public Safety Agency “A” SRDB 555-1234 = Agcy A 555-4567 = Agcy B 555-6789 = Acgy C 555-1234 David Smith 3324 Arch St *Caller Location Data Base © 2014 Avaya Inc. All rights reserved. 17
- 18. The primary confusion is the granularity of detail needed Since we are used to the ‘residential model’, the initial inclination is to have a Public ALI record for each individual. – Large Database – Complex to manage – Incurs monthly costs There are 50 phones on this floor, imagine 10 floors in the building and 3 buildings in a campus. That becomes 1500 TN’s to be managed monthly. © 2014 Avaya Inc. All rights reserved. 18
- 19. Even at a seemingly affordable $2 per device per month 1,500 Records $3,000 Monthly $36,000 Annually © 2014 Avaya Inc. All rights reserved. 19
- 20. This now becomes a reasonable monthly OPEX 30 Records $60 Monthly ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE $720 Annually ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE ZONE Response Address A Response Address B Response Address C © 2014 Avaya Inc. All rights reserved. 20
- 21. Emergency at Cube 2C-231 – Where is that!? ? ? Responders on scene need to be ready and know help is coming. ? © 2014 Avaya Inc. All rights reserved. 21
- 22. Enterprise Location Situational Awareness 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 © 2014 Avaya Inc. All rights reserved. 22
- 23. KARI’S LAW - Basic System Requirements Direct access to Emergency Services with or without 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 © 2014 Avaya Inc. All rights reserved. 23
- 24. What is perceived as the biggest Enterprise challenge? Location Discovery Understanding where the emergency is occurring is the key piece of information required to provide assistance. However the problem can be tackled – with cooperation from the network staff. © 2014 Avaya Inc. All rights reserved. 24
- 25. Switchport (Station Level reporting) Maps to jack via wiremap Near real-time discovery Cable Mgmt PBX User Data Enviro Info WLAN User Data Common VoIP Location Discovery Mechanisms Subnet (Zone Level reporting) IP Subnet maps to floor plan Instantaneous discovery LDAP Active Directory Smart Building Opt In Info ADLR Additional Data Location Repository Data is packaged ready for pick-up by Public Safety or Designated 1st Responders © 2014 Avaya Inc. All rights reserved. 25
- 26. Enhanced On Site Notification with ADDITIONAL DATA Correlation of Information • Screen Pop Alert Clients can be anywhere • Detailed Floor Plans / Video • Integrations with Smart Building Data • Mobile apps, Web based or Reader boards By empowering the Enterprise with information about the incident they can contribute additional data simplifying the call for help. A hang up call now becomes a hang up with high temperature readings in the area. © 2014 Avaya Inc. All rights reserved. 26
- 27. Remote and Home-based Devices IP allows devices to be remote and nomadic – Work-At-Home – Mobile clients on laptops – BYOD devices and smartphones – You CANNOT route to remote 911 networks without trunks VPC Provider is required for REMOTE users – Coverage for physical IP phones – User Dashboards to manage locations – Routing to 911 centers across North America – Integration with on-premise solution © 2014 Avaya Inc. All rights reserved. 27
- 28. Next Generation Public Safety Solutions WHAT’S CHANGING? © 2014 Avaya Inc. All rights reserved. 28
- 29. Yesterdays network was cumbersome and complex Enterprise Location Database Emergency call with 908-848-2602 as CLID / ANI SRDB MSAG Databases Calltaker ANI/ALI Screen Pop ANI ALI Databases PHONE NUMBER QUERY 908-848-2602 CUBE 2C231 © 2014 Avaya Inc. All rights reserved. 29
- 30. While extremely profitable, the legacy network model cannot survive new customer technology and market demands for affordable Emergency Call Handling in the Enterprise NG911 is here now, and Legacy E911 is dying on the vine © 2014 Avaya Inc. All rights reserved. 30
- 31. Tomorrows network is sleek and rich with user data from the source Emergency SESSION with PIDF-LO Information Elements Next Generation 911 ESINet Enterprise Location Database Calltaker Screen Pop 908-848-2602 CUBE 2C231 Got anything else? Like a floor plan maybe? SURE DO! HERE IT IS . . . © 2014 Avaya Inc. All rights reserved. 31
- 32. Public Safety Solutions WHAT TECHNOLOGY IS NEEDED? © 2014 Avaya Inc. All rights reserved. 32
- 33. Phone Numbers Are No Longer Relevant for Public Safety Communications today is focusing on: • UC • Mobility • Nomadic Behavior This BREAKS the current E911 model Phone numbers are no longer reliable for location determination MIGRATION?! FUTURE PROOF?! IT’S NOT EVEN AN OPTION © 2014 Avaya Inc. All rights reserved. 33
- 34. Time for NEW tricks AND A NEW DOG. . . Take a nap ALI. . . I got this covered . . . © 2014 Avaya Inc. All rights reserved. 34
- 35. NG 911 is going to take a NEW breed of solution INNOVATION FLEXIBILITY FORWARD THINKING YOU WOULD THINK THE ‘INDUSTRY LEADERS’ WOULD HAVE FIGURED THIS OUT MAYBE THEY HAVE ONLY BEEN FOCUSED ON THE BOTTOM LINE © 2014 Avaya Inc. All rights reserved. 35
- 36. Enterprise Public Safety Solutions THE REAL COST OF NOT UNDERSTANDING 911 © 2014 Avaya Inc. All rights reserved. 36
- 37. Actual Analysis of a Recent Deal Legacy E911 Competitor NG 911 Competitor Screen Pop Number of dest included – Optional $10K (includes 10 locations) Optional $500 (includes 10 locations) Charge for addl dest - $500 each $50 each Audible – YES YES Local Print - YES YES Incident Notes – NO YES Pop On Top of All Windows - YES YES Email Number of dest included - Unlimited Unlimited Charge for addl dest – N/A N/A SMS Number of dest included - Unlimited Unlimited Charge for addl dest – N/A N/A No Response Escalation Definable Timer – NO YES Definable Destination NO YES Routing of Alerts Based on Zone - BLDG Only Customer definable Based on Other NO Customer definable System wide licensing per endpoint 1 to 2400 25.00 3.00 2401 and up 22.50 3.00 Overall cost per endpoint based on 5600 endpoints 35.05 Approx $10-$12 based on final configuration TOTAL $200,000 TOTAL $75,000 Their base feature is 20X the price Additional locations are 10X the price Emergencies are never planned Someone NOT acknowledging may be an important factor Data you ALREADY OWN is being displayed to people YOU ALREADY KNOW . . . . © 2014 Avaya Inc. All rights reserved. 37
- 38. Over the Top NG Emergency Services Getting the network ready TODAY = No Migration Deliver detailed location information ‘by reference’ today and ‘by value’ using SIP in the future . . . . SRDB and ALI databases will NO LONGER BE REQUIRED Nor will their management and monthly fees. Next Generation Emergency Services: Today: OVER The TOP NG Emergency Services Tomorrow: URI/URL sent VIA the SIP header NG Emergency Services Data Aggregators ANI/ or Location Data © 2014 Avaya Inc. All rights reserved. 38
- 39. © 2014 Avaya ** Photo CourtesyIn co. Af llB rirgehtns trwesoerovedd. 911 Communications, Brentwood, TN 39
- 40. My Smart911™ Profile OFFICE AREA IN DETACHED GARAGE RESIDENT WORKS FROM HOME Normal Vehicles: 1995 Blue Jeep Wrangler 2010 Taupe Chevy Equinox 2 STORY HOME BEDROOMS ON SECOND FLOOR FURNACE IN CRAWL SPACE DRIVEWAY GARAGE DOOR DETACHED GARAGE DOOR OFFICE DOOR ROAD DOOR BASEMENT ENTRY UNDER FRONT STAIRS REAR DOOR ENTRY GROUND LEVEL DECK DOOR DOOR Smart911.Com © 2014 Avaya Inc. All rights reserved. 40
- 41. Homework Assignment (Optional but highly reccomended) Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 41
- 42. HOMEWORK ASSIGNMENT Create you OWN free Smart911 Safety Profile Smart911.Com Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 42
- 43. That was a lot of information, but in reality, we just scratched the surface . . . Every business is different and has very specific needs and use cases for their employees . . . Avaya offers a 911 consulting engagement because Sometimes you don’t know what you don’t know. . . . © 2014 Avaya Inc. All rights reserved. 43
- 44. E9-1-1 Strategy/Planning Customer Workshop Day 1 - 1:00-2:00 PM Day 1 - 2:00-4:00 PM Day 1 - 4:00-5:00 PM Day 2 - 9:00 -10:00 AM Day 2 - 10:00-11:00 AM Day 2 - 11:00-12:00 PM ` Day 2 - 12:00-12:30 PM Agenda Workshop Kickoff & Overview/Strategy, Mission & Goals E-9-1-1 Overview User Profiles Finalize User Profiles High-Level Architecture Technical Review Wrap Up Resources Required Project Sponsor & resources identified - IT, Telecom, Risk Mgmt, Compliance, Legal Avaya E9-1-1 Subject Matter Experts & Project Sponsor resources identified Project Sponsor & resources identified - IT & Telecom Project Sponsor & resources identified - IT, Telecom, Risk Mgmt, Legal Project Sponsor & resources identified - IT & Telecom Project Sponsor & resources identified - IT & Telecom Project Sponsor & resources identified by the Sponsor Preparation Customer to Prepare & Distribute Architecture/ Configuration & Operational Overviews Prepare/Discuss different methodologies for Location Discovery Whiteboard Matrix of Users, Locations and Profiles Mapping Customer & Documentation of User Profiles & Locations Whiteboard Customer of Proposed Strategy Solution Decisions & Action Plan Summary Workshop Kickoff Location Discovery Use Case for Profiles Recap Previous Day End to End Interaction Flow for all Users & User Profiles IT/Telecom Overview and Initiatives to Satisfy Architecture Team Q & A Introductions Describe On-Site Notification Inside Building Customers - Remote Access - Mobility - Other States Overview of Various Use Cases & profiles Operational Performance - Targets, Measurements, Communications, Frequency Technical Requirements Workshop Overview & Deliverables Local PSAP Operations Business Units & Contribution Real-Time and Historical Reporting Customer Requirements and Processes Real-Time and Historical Reporting Customer Requirements System Integration Current Customer Telecom Architecture & Configuration Building Customers - structure/floor/layout, Remote Access, WLAN-campus Document Current Requirements Business Processes/Health Human Services/Security Network Topology Security Management Customer Locations/States & Physical Facilities Compliance & Legislation - other States & Locations Future Requirements Operational Performance - Targets, Measurements, Communications, Frequency and Tools High-Level Design Assumptions Project Sponsors Current Operating Customer Procedures for E9-1-1 NG9-1-1 Overview Challenges Call Flow & Emergency Procedures Budget Requirements Next Steps E9-1-1 Mission & Goals Long-Term Strategy Planning Customer discussion - Infrastructure Design & Planning Customer Discuss and document current infrastructure state and limitations impacting Customer company vision and objectives Policy Next Steps - Programming Customer, RFI, RFP Workshop Summary & Conclusions Day 1 Wrap Up Discussion & Focus Areas © 2014 Avaya Inc. All rights reserved. 44
- 45. Summary Current Demographics and Behaviors are Changing Routing of Information is becoming the critical capability in a PSAP Current and Emerging Technologies can enhance public safety TODAY © 2012 Avaya Inc. All rights reserved. 46
- 46. The Avaya Podcast Network Available on iTunes and SoundCloud http://SoundCloud.com/AvayaPodcast http://SoundCloud.com/Fletch911 http://www.avaya.com/APN http://www.avaya.com/Fletcher © 2012 Avaya Inc. All rights reserved. 47
- 47. © 2014 Avaya Inc. All rights reserved. 48
Editor's Notes
- 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 front of her children 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 This is why Avaya in cooperation with Hank Hunt is promoting the No 9 Needed campaign, to raise awareness and fix this simple problem.
- The problem today is that emergency call routing is based on a few basic principals. The first is the telephone number being presented to the network for routing. It assumes that each address has a unique telephone number, therefore making the phone number the database key for the emergency call routing entity in the network. The database manages the proper mapping of telephone number to the proper agency for called delivery.
- While this is typically sufficient for residential citizens, individuals within a corporate enterprise have additional challenges due to large campuses with multiple buildings. These may have no, or unclear, street addresses as they are on private property, and secure buildings may have access control requirements and multiple floors serviced by various entrances. Enterprise users are typically not afforded the same level of location granularity, and while technology is available, it is often too confusing or expensive to deploy. Because of this, Enterprise Public Safety issues are often pushed to the side or forgotten about, until a tragedy happens.
- When deploying a commercial enterprise class system, the very first decision that must be made is what level of granularity of detail is the system going to provide both internally and to public safety control rooms. Since many of us are accustomed to the residential model the initial inclination is to build a public automatic location identification record for each individual. Unfortunately, this becomes difficult to manage as the database can become quite large, due to user mobility around the campus, and the lack of real time access to the database, moves adds and changes can be difficult and complex to manage, often requiring expensive “middleware” to collect the move data, and batch process changes in the evening. In addition to incurring a monthly cost per record, there is historically no real-time access to the database. Therefore changes are not immediately populated, which is when they most likely would be needed the most since a user would be new to their surroundings and may not be able to describe their location.
- As you can see, 50 phones across 10 floors across three different buildings quickly scales out of control Services that manage location data for a few dollars a month per station can get expensive very quickly. Imagine 10 floors in each building, Three buildings in a campus. That works out to 1500 telephone numbers that need to be individually managed monthly. At a seemingly minimal cost of two dollars per month per record, that’s $3000 in operational overhead, every single month, and we haven’t even started with the solution yet.
- By segmenting each building into a zone-based approach, we can provide an appropriate response address for each individual building, while providing responders with floor level details. In addition to this information being passed to public safety, local internal first responders can get explicit detail about the exact location of the station that made the emergency call. This enables an immediate on-site response, and allows first responders to meet public safety at the appropriate building entrance, ensuring quick and unobstructed passageway to the employee in need of assistance. Operationally, we still have the same level of detail, however financially we’ve reduced the requirement for 1500 ALI records( $3000 a month at two dollars per entry) to 30 records( $60 a month at two dollars per entry). that works out to be a savings of more than $35,000 annually.
- First responders need a dispatchable address. Providing them detailed information such as cube 2C–231, is simply not relevant while there en route to the location. It’s very critical however to internal first responders so that it can be immediately provided once public safety arrives on scene.
- it is easily monitored by centralized security personnel and correlated with other information such as floor plans hazardous material information or even IP video feeds that could then be provided to internal first responders over the wireless network. While there is no mechanism in place today to be able to transmit this information to public safety, that is on the near horizon with next-generation emergency services. The more that enterprises can prepare today, the better situated they’ll be in the immediate future. Education on how they can be a partner with next-generation emergency services is critical as are expected to ramp up quickly, and at a global scale.
- The third basic system requirement is one that’s more policy. The interception or termination of emergency calls internally should be prohibited unless trained staff have been assigned to this function. Public safety call takers and dispatchers have received specialized training in handling emergency calls, and by answering or intercepting the call locally, MLTS users are delaying what could be lifesaving assistance.
- while this level of information certainly adds relevant data to the question of location, it by itself is not typically enough to provide discrete information to specifically locate an individual. Fortunately corporate enterprise networks contain additional data resources that can be utilized and queried. Information from LDAP and active directory can provide details on the individual. The user themselves may even contribute additional personal or medical information that they have opted in for. Relevant data points from the wireless LAN infrastructure or the ML TS PBX itself can provide visibility into the device that was used to place an emergency call. That information, correlated with cable management records can be utilized to fine tune the location. And finally, critical environmental information from smart buildings or HVAC systems can provide important clues such is ambient temperature or smoke conditions in the origination area of the emergency call. When looking at an emergency call hangups, this additional information can be critical in determining real calls from hoax calls. This model also will neatly packages this information for retrieval or transmission to public safety entities, once a next generation emergency services network infrastructure is put in place.
- Inexpensive, yet highly functional software modules are that provide verbose notification to emergency call events on the network. 1st Responder clients can be anywhere on the network that has connectivity to the enterprise will. This would include remote branch offices or VPN users. In addition to providing local on-site responders with critical information the server also acts as an integration point for the conveyance of rich location data to public safety.
- Nomadic behavior can be seen in almost any device today. Any device can be nomadic TDM devices, although static most of the time, may provide users with virtual office login capabilities. This effectively changes the service parameters about the device based on who is using it. Voice over IP devices become problematic because of the ability for users to move themselves without administrative intervention. Wireless LAN devices are constantly on the move as an inherent function of their technology. The most problematic scenarios today, remote VPN teleworkers. Not only is their location nomadic in nature, in many cases it is difficult if not impossible to achieve any level of forensics on the remote network they are attached to. Fortunately, the enterprise MLTS PBX can provide functionality such as on-site notification, proper call routing to VPC carriers which can terminate calls to remote control rooms. This functionality, while widely available in the US and North America, is quickly expanding across the EU member states. Utilizing these services, applications exist where remote teleworkers can manage their location information through the use of dynamic web-based location dashboard that was specifically designed for emergency call mobility from devices that are external to the enterprise network.
- Because we are delivering detailed location information via SIP with the call . . . . ANI and ALI databases are NO LONGER relevant when the originating endpoint or the PBX they are attached too is capable of sending contextual information and references to additional data like: Floorplans Environmental Data Video Feeds HazMat Material Safety Data Sheets Personal Medical Information (if the user allows)