2017 Western PA IAUG Presentation

© 2017 Avaya Inc. All right reserved1


INFORMATION RELEVANCY - ANATOMY OF A 911 CALL

http://sanfrancisco.cbslocal.com/2012/08/08/dispatcher-seems-confused-by-9-1-1-call-reporting-chevron-richmond-fire

Chevron:

Hello. We have a fire in Process Unit 4 Crude.

Richmond 911:

I don't know what that means but okay.

Chevron:

We got a process unit [garbled] gate 31.

It will be a first level response for you guys.

Richmond 911:

Okay what does that mean? How many do you need?

© 2017 Avaya Inc. All right reserved

FLATTENED NETWORKS – REMOTE OFFICES

VIRTUAL / AT HOME WORKERS

CLOUD BASED E911 SERVICE ARCHITECTURES

Mark J. Fletcher, ENPChief Architect Worldwide Public Safety SolutionsAVAYA OFFICE of the CTO



UNDERSTANDING LOCAL E911 ROUTING

MLTS

MLTS

MLTS

911PSAP

911PSAP

911PSAP

E911Tandem

ALIELIN

ELIN

ELIN

ELINELINELINELINELIN

As long as the local E911Tandem servicing the location has connectivity to the local PSAP . . .

ALL 911 routing is determined by:The ELIN used The ELIN entry in ALI


REMOTE SYSTEMS MAY REQUIRE REMOTE TRUNKS

MLTS

MLTS

MLTS

911PSAP

911PSAP

911PSAP

E911Tandem

ALIELIN

ELIN

ELIN


MLTS911

PSAP

E911Tandem

ALI

ELIN

ELINELIN

For facilities remote from the main campus, local trunking is required.

As long as the local E911Tandem servicing the location has connectivity to the local PSAP . . .

ALL 911 routing is determined by:The ELIN used The ELIN entry in ALI

6© 2017 Avaya Inc. All right reserved

MOVING TO THE CLOUD

Flattening the Network to a Core Data Center Model


CLOUD BASED SIP - REQUIRES PLANNING

MLTS

MLTS

MLTS

911PSAP

911PSAP

911PSAP

E911Tandem

ALI


MLTS911

PSAP

E911Tandem

ALI

ELIN

ELINELIN

ELIN

ELIN

ELIN

ELIN

E911 Routing to Proper Local PSAP

CLOUD BASEDSIP PROVIDER


MLTS

MLTS

MLTS

911PSAP

911PSAP

911PSAP

ALI

MLTS911

PSAP

ALI

ELIN

ELIN

ELIN

ELIN


E911Tandem


E911Tandem

9-1-1VPC

ELINELIN

THE VPC – 911’S LONG DISTANCE SOLUTION

The VPC carrier is managed by the SPP Conveyant SENTRY™ solution, providing

integration and on-site notification.


ELIN

ELIN

ELIN

ELIN

MLTS

MLTS

MLTS

911PSAP

911PSAP

911PSAP

ALI

MLTS911

PSAP

ALI

ELIN

ELIN

ELIN

ELIN


E911Tandem


E911Tandem

9-1-1VPC

FULL SURVIVABILITY STILL REQUIRES LOCAL TRUNKS

ELINELIN


Nearly a year and a half later, the reason why the call misrouted is still not known. Was it the PBX?

Was it the Network? Did someone not do their job? Is it still an issue?

THE EMERGENCY CALL ROUTING CENTER - ECRC

NYPD911NYC

National E911 Routing Service

NATIONALVPC DB

NY State Police

Voice OnlyNo Data

Admin LinesWrong PSAP

No Record Default Route

Manuel Xfer

• Managed by or contracted by the VPC

• PSAP of Last Resort – For calls that cannot be

otherwise routed

• Location details are not available

• May only have Administrative line connectivity

to the destination PSAP

• Additional charges may apply

~$200 per occurrence


THE VALUE OF ON-SITE NOTIFICATION



ON SITE NOTIFICATION VS. SITUATIONAL

AWARENESS

What is important?

A device initiated an emergency call event

Where was the event initiated from?

911 Dispatch Address

What other additional data is relevant?

How do I make that data available to

Public Safety resources in REAL-TIME

Who is it important too?

Security/Office staff at the facility

- Additional 1st responders

Where do responders need to arrive?

Building information

Floorplans

Environmental data

Smoke

Temperature

Alarm status

Additional Data Repository

storing relevant information during the incident


WHILE OTHERS OFFER A TEMPTING PROPOSITION . . .

It simply provides a false sense of security that will NOT provide:

• Actionable information• Route to relevant resources

It also does NOT:

• Manage acknowledgements• Manage Escalations• Provide relevant details to

Public Safety Dispatchersresponding to the incident

• Provide a Data Repository accessible by authorizedexternal resources


ON SITE NOTIFICATION

When 911 is called…

Does anyone even know 911 was called?

Where did the 911 call originate?

Can local staff begin response?

Are Locked doors opened for responders?

Details about the location

Where critical resources are located


AVAYA NG911 SMART CAMPUS

PUBLIC SAFETY SOLUTION STACK PARTNERS

Core FunctionalityLocation Discovery | On-Site Notification | Basic Mobility

Advanced ServicesEmergency Response | Safe Campus | SMART Endpoints

NG911 Data Creation/PublishData Correlation | Web Presence of Data | HTML 5 / WebRTC

NG911 Data Retrieval at the PSAPPIDF-LO Location Extraction | DMZ Access via NG911 ESINet

Breeze™

Breeze™

AVAYA

SMART

CAMPUS

SOLUTION

Breeze™

Pro Services


E911 REQUIREMENTS FOR MLTS

PENNSYLVANIA HB 911


THIS REPORT CONTAINS TECHNICAL GUIDANCE

THIS IS BASED ON DEFINED AND ACCEPTED INDUSTRY BEST PRACTICES

THIS IS NOT TO BE CONSIDERED LEGAL ADVICE


§ 5311.15. SHARED RESIDENTIAL MLTS SERVICE

Operators of shared residential MLTS serving residential customers shall ensure that a telecommunications system at least six months after the effective date of this section is connected to the public switched telephone network such that calls to 911 result in one distinctive ANI and ALI for each living unit.

Avaya Comments

Most facilities are not considered to be shared residential facilities. However, if Long Term services are being offered, the argument canbe raised that a business is in fact a shared residential facility. Consideration should be given to services such as mail delivery, or utility services such as TV and Telephone billed monthly.

These have been argued as being grounds for establishing a residence.

Legal consultation and analysis is highly suggested for this section as it dramatically affects the solution environment. Avaya has seen some vendors try to sway customer thinking in this direction, as it can increase billable endpoints.


§ 5311.16. BUSINESS MLTS

(a) General rule. --For an MLTS serving business locations at least six months after the effective date of this section, the MLTS operator shall deliver the 911 calls with an ELIN, which shall result in one of the following:

– (1) An ERL, which provides, at a minimum, the building and floor location of a caller.

– (2) An ability to direct response through an alternative and adequate means of signaling by the establishment of a private 911 emergency answering point.

(b) Reasonable effort. --The MLTS manager must make a reasonable effort to ensure that 911 callers are aware of the proper procedures for calling for emergency assistance.

(c) Exceptions. --Workspaces with less than 7,000 square feet on a single level, and located on a single contiguous property, are not required to provide more than one ERL, and key telephone systems are not required to provide more than one ERL.

Avaya Comments

Although not specifically covered in the language of this section, special caution should be taken if establishing a PEAP (Private Emergency Answer Position). While this is certainly allowed, and customers are potentially entitled to answer 911 calls from their facility, there are no guidelines that establish critical requirements such as:

Appropriate resiliency and redundancy of the PEAPQualifications for those answering internal calls to the PEAPKPI’s for the calls being delivered


§ 5311.17. SHARED COMMUNICATIONS SERVICES

Providers of shared communications services installed at least six months after the effective date of this section shall assure that the MLTS is connected to the public switched telephone network such that calls to 911 from any telephone result in ALI for each respective ERL of each entity sharing the telecommunications services.

Avaya Comments

Based on the requirements in § 5311.17, in the locations where the customer provides dial-tone or communications services, 9-1-1 provisioning must be in compliance with this section and it is recommended

outside council be consulted to perform an assessment of liability and the risk of punitive damages.


§ 5311.18. TEMPORARY RESIDENCE

Businesses providing MLTS service to a temporary residence shall permit the dialing of 911, and the MLTS operator shall ensure that the MLTS is connected to the public switched telephone network. If PBX or other private switch ALI records are not provided for each individual station, the MLTS operator of the temporary residence shall provide specific location information for the caller to the PSAP.

Avaya Comments

This has a great potential to be misread or left up to interpretation, again putting customers at potential risk. The key point here is the term ‘residence’. Without a clear definition in the standard, applicability is difficult to assume. Outside council should be consulted to perform an assessment of liability and the risk of punitive damages.


§ 5311.19. LOCAL NOTIFICATION

In addition to any other requirement of this chapter, applicable to its type of MLTS service, an MLTS operator:

– (1) Shall implement local notifications if operating an MLTS service installed after the effective date of this section.

– (2) May implement local notification if operating an MLTS service installed before the effective date of this section.

Avaya Comments

On Site Notification (OSN) can be a simple yet critical capability to provide situational awareness about emergency, or other flagged calls in a facility. OSN simplifies emergency call procedures by establishing the ability of a central response point for internal and external responders to coordinate with, eliminating or considerably reducing the level of detail that needs to be communicated in real-time with the call itself. This one architectural change in the solution changes the entire scope and complexity, as now the location information remains within the customer network, and is delivered to first responders when they arrive on premises.


§ 5311.20. ALI DATABASE MAINTENANCE

If applicable, MLTS operators must arrange to update the ALI database with an appropriate master street address guide valid address and callback information for each MLTS telephone, such that the location information specifies the ERL of the caller. These updates must be downloaded or otherwise made available to the ALI database provider as soon as practicable for a new MLTS installation, or within one business day of record completion of the actual changes for MLTS installed before the effective date of this section. The information is subject to all Federal and State privacy and confidentiality laws. The MLTS operator shall audit accuracy of information contained in the ALI database at least once annually.

Avaya Comments

By using zone based location reporting in conjunction with OSN, ALI records become static in nature, and therefore do not require any updating, While the elimination of the need to make any updates to these records on a day-to-day basis, it is IMPERITIVE that any physical building changes that occur, be immediately accounted for on an ad hoc basis. Customers must therefore establish a planned policy to do so, and ensure this plan is enforced.

It should also be noted that § 5311.20 establishes requirements for callback for each device, and allows that to be on a per ERL basis, eliminating the requirement to callback to the specific device. If calls are directed to a central answer position for all of the customer facilities, the central position must be able to answer and distinguish what ERL is being called back, and that call must be able to be correlated to an OSN event in the history logs for additional information.


§ 5311.21. INDUSTRY STANDARDS

Local exchange carriers and providers shall be responsible for providing 911-call interconnectivity through the use of generally accepted industry standards.

Avaya Comments

All Avaya products use industry standard protocols and data formats to ensure the greatest amount of interconnectivity and inter operability with other solutions.


§ 5311.22. DIALING INSTRUCTIONS

An owner or operator of a multiline telephone system installed after the effective date of this section shall ensure that the system is connected to the public switched telephone network in such a manner that when a user dials 911, the emergency call connects directly to the appropriate 911 system:

(1) Without first dialing any numbers or set of numbers; and

(2) Without being intercepted by a switchboard operator, attendant or other designated onsite individual.

Avaya Comments

The way this is written, it effectively ‘grandfathers’ all systems installed prior to this legislation. While this eliminates remediation requirements, this feature is so commonplace in systems, it is extremely advisable to put this functionality into place in all systems.


§ 5311.23. MLTS SIGNALING

An MLTS shall support 911 calling by using any generally accepted industry standard signaling protocol designed to produce an automatic display of caller information on the video terminal of the PSAP call taker unless the MLTS operator is exempt or a waiver has been granted.

Avaya Comments

All Avaya products use industry standard protocols and data formats to ensure the greatest amount of interconnectivity and inter operability with other solutions.


§ 5311.24. MLTS OPERATOR EDUCATION

Each public agency providing 911 educational programs is encouraged to develop a program to educate MLTS operators related to accessing 911 emergency telephone systems and coordinate adequate testing of the MLTS interface to the 911 system.

Avaya Comments

Not an enterprise concern, however, coordination with the local 911 authority should be considered to ensure consistency in public education.


§ 5311.25. LIMITATION OF LIABILITY

A local exchange carrier, Internet service provider, manufacturer or provider of MLTS, MLTS manager, MLTS operator or 911 service provider shall not be liable for civil damages or penalties as a result of any act or omission, except willful or wanton misconduct, in connection with developing, adopting, operating or implementing any plan or system required under this chapter.

Avaya Comments

Documenting the remediation work is essential in protecting yourself from potential liability. This activity alone will memorialize a customer’s commitment to compliance, along with the steps they have taken to provide an example for other businesses to follow suit.



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2017 Western PA IAUG Presentation

Technology