Enterprise 9-1-1: Kari's Law

Enterprise 9-1-1: KARI’S LAW – GETTING MLTS PBX TO WORK

Mark J. Fletcher, ENPChief Architect Worldwide Public Safety SolutionsApril 7, 2014

© 2014 Avaya Inc. All rights reserved. 2

The National Emergency Number Association estimates there are well over 270+ Million calls to 9-

1-1 each year in the United States

FACT:


The American Hotel & Lodging Association reported that of 55.6% of the Franchise run Hotel/Motel MLTS

systems were NOT configured to support 9-1-1

FACT:


On December 1, 2013 Kari Rene Hunt Dunn died when her daughter was unable to reach 9-1-1 from

the hotel room telephone

FACT:


9-1-1 Call handling can be significantly improved by addressing THREE primary concerns in the MLTS:

9-1-1 and 9-911 Local AlertingRouting to 9-1-1

FACT:


December 1, 2013 – Kari Hunt Dunn died because of a single digit

Why did the calls fail?

You needed to dial 9-911 from the hotel room

But that’s not what we teach our children


Hank Hunt – The Father Behind ‘Kari’s Law’

The quote on Kari's grave marker will be, "She loved with purpose”. In kind, this mandate should be implemented with purpose.

"It's hard to describe the things that go through my head when I think about that day. Did she suffer much? Did she fight back? Did she know she was going to die, and if she did, did she cry for me to help her?

Torturing questions I can't get out of my head.

But, the most bothersome thought is what my grand daughter was hearing while she tried to dial 911. What was this 9 year old thinking, hearing, all while trying to get help and push her younger siblings to safety. We have repeatedly told her that she did right, that she is the "hero" of all this but while she smiles at that, her eyes go to the floor as if she’s wondering if what we are telling her is true.”


It has been 127 days since Sunday December 01, 2013


It has been 87 days since January 10, 2014 when I walked into the FCC for a meeting with Commissioner Ajit Pai


With just a little public awareness . . . .

CHANGE can happen

Total supporters as of this morningApril 7, 2014

445,555


Legislative Landscape

ONLY 18 States have a reference to MLTS/PBX

Laws vary greatly causing confusion

Chicago – 40,000 Sq.ft.

Massachusetts – 22,500 Sq. Ft.

Virginia – 7,000 Sq. Ft.

California – Fire Alarm Zone (pending)

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.”


Commissioner Pai – Action from Day 1

“That is why, in my very first speech as an FCC Commissioner, I said that ‘when consumers dial 911, they need to reach emergency personnel.’

It shouldn’t matter whether you are using the traditional public switched telephone network, a VoIP application, or a wireless phone. Nor should it matter if you are using a phone in a hotel . . . or another large building.”

“The bottom line is this: When consumers dial 911, they expect and deserve to reach first responders who can assist them during their time of need.”


FCC MLTS Inquiry Results

For large franchised properties, in less than half (44.5%) will a guest dialing 911 reach emergency services.

911NO 911


FCC MLTS Inquiry Results

For independently owned properties, in less than a third (32%) will a guest dialing 911 reach emergency services.

911No 911


Commissioner Pai’s message to the hospitality industry:

“This is not acceptable”

“The technology to prevent these failures already exists, and now is the time to use it.”

Commissioner Ajit Pai911 Goes to WashingtonMonday March 24, 2014


The Anatomy of an E911 Call in the PBX

Understanding how it works


Anatomy of an E9-1-1 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 or911

ELIN existsOr

Use ELE

Assign Caller ID

EnterpriseLocationDatabase

Call Sent to TELCO

CLID -> ANI

911 PSAP Selected

ANIMatched to

MSAG

ANI / ALIDatabase


K.I.S.S. - Keep it Simple Stupid


ANI / ALIDatabase

Data from here . . . Needs to get here . . .


How does the Enterprise Location Data get to the PSAP?

SIMPLE ANSWER . . . IT CAN’T


Understanding what is supposed to happen


ANI / ALIDatabase

Calltaker ANI/ALI

Screen Pop

908-848-2602CUBE2C231

PHONE NUMBER QUERY

9-1-1 call with 908-848-2602 as CLID / ANI


Understanding what typically happens


ANI / ALIDatabase

Calltaker ANI/ALI

Screen Pop

908-848-2602CUBE2C231

PHONE NUMBER QUERY

9-1-1 call with 908-848-2000 as CLID / ANI

908-848-2000MAIN

ADDRESS


What location data is being sent?

What level of reporting is needed at the PSAP?– Response Address

– Building Entrance Identifier

Concentrate on getting the 9-1-1 Dispatcher the details they need to get responders enroute to the scene

Station Level Granularity to the PSAP is difficult to manage and costly– Each phones requires a Number to have an ALI record

– Cost of TN + Cost of PS-ALI is prohibitive

– Applications to manage this are EXPENSIVE

– Provides only 20 - 30 characters of Additional Information

4TH FL SW SMITH BLDG


20 - 30 Characters typically is not sufficient to convey specific caller location information to the PSAP

4TH FL SW SMITH BLDG

4TH FL CUBE 2C231This 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.


Emergency Responders need USABLE LOCATION details

WHEN THEY ARRIVE AT THE CORRECT ADDRESS

?

?

?


PBX E911 Functionality:

What’s usually built-in


Enterprise Location granularity INTERNALLY

MLTS environments, both LARGE and SMALL can utilize built in information to aid in local response:– Designated 1st Response Teams

– Building Security and/or EMS

– Any other authorized group or individual

Data that can be provided includes– Floor Plans and Maps

– HazMat Information

– Access to IP Video Feeds

EMERGENCY


Enhanced On Site Notification with ADDITIONAL DATACorrelation of Information DevConnect Partner Applications

• Screen Pop Alerts to anywhere

• Detailed Floor Plans / Video

• Integrations with Smart Building Data

• Temperature

• Smoke

• Mobile applications for On Site responders


Basic System Requirements (Kari’s Law)

Direct access to 9-1-1Eliminate the ‘Trunk Access Code’ (TAC)

On Site Notification Alerting to devices that an emergency call has occurred

Termination of calls internally prohibited unless a trained facility.

PD


Summary for Today:

What we just talked about in 5 simple slides


Getting Additional Data to the 911 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 dataPSTN

PD


Getting Additional Data to the 911 RESPONDERWhen 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


2 STORY HOME

BEDROOMS ON SECOND FLOOR

FURNACE IN CRAWL SPACE

DETACHED GARAGE

GARAGE DOOR

OFFICE

DOORBASEMENT ENTRYUNDER FRONT STAIRS

ROAD

DRIVEWAY

OFFICE AREA IN DETACHED GARAGERESIDENT WORKS FROM HOME

Normal Vehicles at residence:1995 Blue Jeep Wrangler2010 Taupe Chevy Equinox

REAR DOOR ENTRYGROUND LEVEL DECK

DOOR

DO

OR

DO

OR

DO

OR


3 Built-in Basic System Requirements

Direct access to 9-1-1Eliminate the ‘Trunk Access Code’ (TAC)

On Site Notification Alerting to devices that an emergency call has occurred

Termination of calls internally prohibited unless a trained facility.

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)

NG9-1-1 BEYOND TOMORROW:Location URI/URL conveyed in the SIP header

What’s Missing from this NG9-1-1 Picture?


http://www.avaya.com/APN

http://www.avaya.com/Fletcher -or-http://www.avaya.com/Fletch911

The Avaya Podcast Network

http://www.avaya.com/Fletcher

http://www.avaya.com/Fletcher

http://www.avaya.com/Fletch911

http://Change.org/KarisLaw

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Enterprise 9-1-1: Kari's Law

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