Post on 16-Jul-2015
transcript
9-1-1 Consulting Adding Value by Solving the Problem
Mark J. Fletcher, ENP (Fletch)Chief Architect – Worldwide Public Safety SolutionsFletcherM@Avaya.com +1 908 848-2602
@Fletch911
Northeast Region MeetingIselin, NJ – February 9, 2015
© 2015 Avaya Inc. All rights reserved. 3
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
When her ex-husband allegedly attacked and began stabbing her, Kari’s 9 year old daughter tried to call for help
She dialed 9-1-1 four separate times on the hotel room phone, but those calls ALL failed
Kari Hunt died from her injuries that day
Why did the calls fail?
You needed to dial 9-911 from the hotel room
But that’s not what we teach our children
© 2015 Avaya Inc. All rights reserved. 4
http://Change.Org/KarisLawhttp://No9Needed.com
HOMEWORK ASSIGNMENT #1
Read about Kari’s LawThink about what YOU can do to educate your clients
© 2015 Avaya Inc. All rights reserved. 55
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.
As consultants your role is to help your clients make the RIGHT technology selection based on their specific needs.
Don’t ignore this opportunity to provide consultative value
Relying solely on people who sell E911, without YOUR guidance, will surely create a situation where the client will:
– Under Buy a solution that is inadequate
– Over Buy a solution that does too much
– Implement the wrong technology for their problem
This will ultimately create:
– Poor Customer Satisfaction (What did I pay you for?!)
– Poor Reflection on Avaya and our Consultant/Technology Partners
© 2015 Avaya Inc. All rights reserved. 66
Values of an E911 Consultant
Consultants are experts at:
– Gathering Relevant Data
– Analyzing Process and Flow
– Identifying Solutions
– Managing Implementation
Technology and Vendor Agnostic
– What’s Available? Issue an RFI
– Who’s Best? Issue an RFP
© 2015 Avaya Inc. All rights reserved. 7
Starting with the Fundamentals
Common Public Safety Architectures
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The Basic E911 Network
9-1-1 is based on 1970’s technology:
– Telephone Number (TN) presentation to the network for routing instructions
Citizen555-1234
Public Safety
Agency“A”
Public Safety
Agency“B”
Public Safety
Agency“C”
SRDB*
555-1234 = Agcy A555-4567 = Agcy B555-6789 = Acgy C
*Selective Router Data Base
Citizen555-4567
Citizen555-6789
Telecom Provider
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CLocDB*
555-1234 = Addr A555-4567 = Addr B555-6789 = 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 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
Citizen555-1234
Public Safety
Agency“A”
SRDB
555-1234 = Agcy A555-4567 = Agcy B555-6789 = Acgy C
*Caller LocationData Base
Telecom Provider
555-1234David Smith3324 Arch St
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Selective Router Service Areas -
May be several areas in one state – ALL interconnected
May be several areas in one state – PARTIALLY interconnected ISOLATED
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Selective Router Service Areas -
IF THESE NEVER CROSS STATE BORDERS, HOW DO WE DEAL
WITH ROUTING 911?
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Cloud Based Hosted 911 Solution
Core
BranchOffice
Core
BranchOffice
BranchOffice
BranchOffice
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TIER 2VoIP Positioning
TIER 1 Aggregators
US Cloud Based 911 VPC Carriers ExplainedEMEA Based Services immanent with VoxBone
TIER 3Resellers of
Rebranded TIER 2 Services
Service Resellers with Limited value propositionNot typically a Commercial Enterprise play
• Significant Service Differentiation• Variable Deployment Cost Models• Evaluate features/cost carefully
• Distributors• Hosted PBX• Cable/Internet VoIP
• Minimal Differentiation• All provide common services• IP Backbone to US 911 Service Areas
TIER 1 VoIP
PositioningCarriers
PSAP PSAP PSAP PSAP
TeleworkerDashboard
ConsultingServices
NormalizationServices
RedSky911ETC
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Emergency Call Routing Center
What it is, and what you and your clients should know . . .
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Call Handling for Failed Routing
• In the event that a call cannot be routed (typically a caller ID failure) the VPC will send the call to an ECRC.
• The ECRC manually answers the call, and verbally confirms the location and problem before a warm hand off to the appropriate PSAP.
• This service is a FAILSAFE, and not meant for primary call handling. This CAN and WILL introduce delay.
© 2015 Avaya Inc. All rights reserved. 18
And AGAIN just last week . . . . .
Did this contribute to the student death?Not determined yet
Was this poor implementation?Under investigation
Could this have been done better?Everything can always be done better
• If a consultant was retained on this, and E911 was not addressed with the client, there is a potential for liability concern, or at least brand damage to all parties involved.
• Do you detail E911 operation of an environment and get sign off from the client?
• Do you recommend a particular solution?
© 2015 Avaya Inc. All rights reserved. 2020
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
– Every phone needsDID service
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.
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Even at a seemingly affordable $2 per device per month
1,500 Records$3,000 Monthly
$36,000 Annually
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This now becomes a reasonable monthly OPEX
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Response AddressA
Response AddressB
Response AddressC
30 Records$60 Monthly
$720 Annually
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ZONE ZONE ZONE
Response Building A Response Building B Response Building C
3 Records$6 Monthly
POSSIBLY FREE
This now becomes a reasonable monthly OPEX
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Enterprise Location Situational Awareness
Enterprise environments can utilize additional data 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
© 2015 Avaya Inc. All rights reserved. 25
Consulting Concerns for Clients
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!
$
$
$
© 2015 Avaya Inc. All rights reserved. 2626
At Least Provide this: 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
911 Calls need to be answered by the PSAP - Not ‘Bob’ at the front desk
PD
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CableMgmt
PBXUser Data
WLANUser Data
EnviroInfo
LDAP
ActiveDirectory
Opt InInfo
Smart Building
NG911 – Contributing to the PSAP Data Stream
ADLR*
Additional DataLocation
Repository
*Defined in the NENA 08-003 V3 Functional Specification for NG911
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Enhanced On Site Notification with ADDITIONAL DATACorrelation 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.
© 2015 Avaya Inc. All rights reserved. 2929
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
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Yesterdays network was cumbersome and complex
EnterpriseLocationDatabase
SRDB MSAG
Databases
CalltakerANI/ALI
Screen Pop
Emergency call with 908-848-2602 as CLID / ANI
ANIALI
Databases
PHONE NUMBER QUERY
908-848-2602CUBE2C231
© 2015 Avaya Inc. All rights reserved. 3232
Next Generation911 ESINet
Tomorrows network is sleek and rich with user data from the source
EnterpriseLocationDatabase
CalltakerScreen Pop
Emergency SESSION with PIDF-LO Information Elements
908-848-2602CUBE2C231
Got anything else? Like a floor plan maybe?
SURE DO!HERE IT IS . . .
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Time for NEW tricks AND A NEW DOG. . .
Take a nap ALI. . . I got this covered . . .
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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
© 2015 Avaya Inc. All rights reserved. 35
Enterprise Public Safety Solutions
THE REAL COST OF NOT UNDERSTANDING 911
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Actual Analysis of a Recent Deal
Legacy E911 Competitor NG 911 CompetitorScreen 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
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
35.05Approx $10-$12 based on final
configuration
TOTAL $200,000 TOTAL $75,000
Their base feature is 20X the priceAdditional locations are 10X the price
Emergencies are never planned
Someone NOT acknowledging may be an important factor
Data you ALREADY OWNis being displayed to people YOU ALREADY KNOW . . . .
© 2015 Avaya Inc. All rights reserved. 37
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
Over the Top NG Emergency ServicesGetting the network ready TODAY = No Migration
© 2015 Avaya Inc. All rights reserved. 38** Photo Courtesy of Brentwood 911 Communications, Brentwood, TN
© 2015 Avaya Inc. All rights reserved. 39
Smart911 Screen Capture Courtesy Sumter County Sheriff’s Office – Bushnell, FL
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HOMEWORK ASSIGNMENT
Create you OWN free Smart911 Safety Profile
Smart911.Com
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Summary
Current and Emerging Technologies can enhance public safety TODAY
Routing of Information is becoming the critical capability in a PSAP
Current Demographics and Behaviors are Changing
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Available on iTunes and SoundCloud
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