Post on 20-Jan-2015
description
19-1-1 Emerging Technologies
Committee
VoIP 101 : 9-1-1- Operational Issues for Calltakers /
Dispatchers
VoIP 101 : 9-1-1- Operational Issues for Calltakers /
Dispatchers
9-1-1 EmergingTechnologies Committee
29-1-1 Emerging Technologies
Committee
PresentersEmerging Technologies Committee Members
• Jim Coleman ENP, 9-1-1 ChairWashington Parish Communications District (wpcde911@itsfast.net)
• Terry Whitham, 9-1-1 AdministratorState of Delaware(Terry.Whitham@state.de.us)
• Cassandra Bell, Communications Supervisor Wichita State University Police Department (cassandra.bell@wichita.edu)
• Christy Shearin ENP, DirectorFranklin County Emergency Communications(cshearin@franklincountync.us)
• Kathy McMahon-Ruscitto, Next Gen 9-1-1 CoordinatorAPCO International(mcmahonk@apco911.org)
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Presentation Summary
• The presentation will be based on an operational perspective on VoIP level of service.
• The attendee will learn how VoIP calls are processed into the 9-1-1 network and noticeable differences from traditional wireline network.
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Benefits and Learning Objectives
• Objective 1: What is VoIP service
• Objective 2: How VoIP calls are processed into the 9-1-1- network
• Objective 3: Challenges for the 9-1-1-Calltaker / Dispatcher
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Presentation Outline
• Definitions• Call Routing and ANI/ALI Data
– 9-1-1 PSTN Landline Call– 9-1-1 VoIP Call Answered on dedicated 10 Digit
Admin. Line– 9-1-1 VoIP Call Answered on 9-1-1 Lines
• Single ESN Configuration• Multi ESN Configuration (Sometimes Called a Multi Agency
Configuration)
• Operational Issues• Questions
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VoIP 101 : DefinitionsVoIP 101 : Definitions
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PSTN• PSTN, or the Public Switched
Telephone Network is the network of equipment, lines, and controls assembled to establish communication paths between calling and called parties in North America.
• Originally a network of fixed-line analog telephone systems, the PSTN is now almost entirely digital, and now includes mobile as well as fixed telephones.
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VoIP• VoIP, or Voice over Internet
Protocol, is a means of using a digital network to make phone calls. The network can be either private or public, cable or wireless.
• Phone calls can be made to another computer with VoIP capability or to regular landline phones or cell phones.
• Utilizes packetized voice information in digital format using the Internet Protocol.
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Class of ServiceA designation of the type of telephone service
(May Be Regionally Dependent)
Residential RESD
Business BUSNCentrex CNTXCoin COINPBX PBXBPre-Phase 1 Wireless MOBLWireless Phase 1 WRLSWireless Phase 2 with Phase 1 Data WPH1Wireless Phase 2 WPH2
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Class of ServiceA designation of the type of telephone service
(May Be Regionally Dependent)
Voice over Internet Protocol VOIPVoIP Residential VRESVoIP Business VBUSVoIP Coin VPAYVoIP Wireless VMBLVoIP Nomadic VNOMVoIP Enterprise Solution VENT
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Selective Router• A telephone company
PSTN central switch that intelligently distributes calls to the PSAPs.
• These special switches look up the ESN associated with the ANI and routes the 9-1-1 call to the PSAP that the ESN is associated with.
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ANI Automatic Number Identification (ANI) is a feature of a telephone network that permits the display or capture the telephone numbers of the access line from which a call originates.
(504) 211-0733 10:36 01/06409 SUPERIOR AV
BOGALUSA LA 260 VOIPDOE JANE
P# 211-0733ALT# 985-221-4935 LEC:VNAGEBOGALUSA POLICEBOGALUSA FIRE
ANI
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ALI
Automatic Location Identification, displayed at the PSAP of the caller’s telephone number, the address/location of the telephone and supplementary emergency services information of the location from which a call originates.
Data Base
(504) 211-0733 10:36 01/06409 SUPERIOR AV
BOGALUSADOE JANE
P# 211-0733ALT# 985-221-4935 LEC:VNAGEBOGALUSA POLICEBOGALUSA FIRE
ALI
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ELT ELT (English Language Translation) is an alphanumeric description of the primary Law Enforcement, Fire and Emergency Medical Service agencies associated with a given Emergency Services Zone/Number.
Includes the name of the first-responder agency, and may include their station number (for dispatch purposes) and telephone number.
(504) 211-0733 10:36 01/06409 SUPERIOR AV
BOGALUSA LA 260 VOIPDOE JANE
P# 211-0733ALT# 985-221-4935 LEC:VNAGEBOGALUSA POLICEBOGALUSA FIRE
ELT
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ESZ / ESN• The ESZ (Emergency Service
Zone) is a geographic region which is associated with unique emergency responders (Police, Fire, EMS), and each ESZ is assigned a 3 to 5 digit ESN (Emergency Service Number).
• A PSAP may have multiple ESNs associated with it, but ESNs will only be associated with a single PSAP.
• The ESN serves two functions. It is used to update the 9-1-1 selective router with the correct routing information and is used to associate English Language Translation (ELT) to the record in the ALI database.
ESN 260
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I-1 VoIP Solution• In the I-1 solution, the location of the
caller simply is not automatically conveyed to the PSAP.
• In many I-1 solutions, the VoIP service provider does not have a direct 9-1-1 connection to the PSAP. Instead, when an individual dials 9-1-1, the call is routed to a dedicated ten digit administrative lineat the PSAP.
• Could also result from a transfer from another agency over a ten digit administrative line at the PSAP.
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I-2 VoIP Solution• In the I-2 solution, a VoIP 9-1-1
call is routed over the PSAP 9-1-1 trunks and directly to the emergency operators at the PSAP. The location of the caller is provided to the PSAP in the ALI response.
• Where the service is nomadic, an ALI solution could look like the 9-1-1 solution for wireless phones, where a latitude and longitude is given.
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I-3 VoIP Solution• The I-3 solution is a pure IP solution.
Instead of going through the PSTN 9-1-1 trunks, the VoIP 9-1-1 call would be routed over an IP network (ESNet) to the PSAP.
• More useful information could be delivered both to the operator and then to the first responder.
• Unlike legacy PSAPs that are hard wired into the network and cannot move, if it is necessary to move an I-3 solution PSAP, the new IP location of the PSAP would be announced to the network and new IP calls could efficiently be routed to the new location.
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VoIP 101 : Call RoutingVoIP 101 : Call Routing
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9-1-1 Call Routing• 9-1-1 PSTN Landline Call
• 9-1-1 VoIP Call Answered on dedicated 10 Digit Administrative Line (I-1 VoIP Solution)
• 9-1-1 VoIP Call Answered on 9-1-1 Lines (I-2 VoIP Solutions)– Single ESN Configuration– Multi ESN Configuration (Sometimes Called a Multi
Agency Configuration)
9-1-1 Emerging TechnologiesCommittee
219-1-1 Emerging Technologies
Committee
9-1-1 PSTN Landline Call
9-1-1 Operator
Emergency Response
Emergency
Selective Router
ALI Database
Local Telephone Office Routes Call To Selective
Router Which Determines Correct PSAP
Call Is Delivered To Proper
PSAP With ANI
Caller Dials 9-1-1
PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows
Responder List
9-1-1 Operator Dispatches Emergency Services To
49737 FRANK DALLON RD
TDM
ANI
ANI + ALI
Voice + ANI
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9-1-1 PSTN Landline CallANI/ALI
(985) 848-5344 13:04 04/0149737 FRANK DALLON RD
PINE LA 259 RESDCREEL, ALBERT
P# 848-5344LEC:BELSO
WPSODIST 4 PINE
ANI
Class of Service
ESN
Address
Customer Name
Community
ELT
COMPANY IDANI
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9-1-1 VoIP Call to Dedicated 10 Digit Administrative Line (I-1 Solution)
9-1-1 Operator
Emergency Response
Emergency
Soft Switch
9-1-1 Caller
VoIP Provisioning Center Looks Up VoIP Customer and Determines Correct
PSAP
Call Is Delivered To Proper PSAP
dedicated 10 Digit Admin Line
With Telephone Number For
Caller ID
Caller Dials 9-1-1
9-1-1 Operator Confirms Call Back Number and Obtains
Address
9-1-1 Operator Dispatches Emergency Services
VoIP Provisioning
Center
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9-1-1 VoIP Call to Dedicated 10 Digit Administrative Line
(985) 848-5344 (Only With Caller ID)
ANI
Class of Service
ESN
Address
Customer Name
Community
ELT
COMPANY IDANI
Above is equipment dependent9-1-1 Emerging Technologies
Committee
259-1-1 Emerging Technologies
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9-1-1 VoIP Call Answered on 9-1-1 Lines Single ESN System (I-2 Solution)
9-1-1 Operator
Emergency Response
Emergency
Selective Router
ALI Database
Local Telephone Office Routes Call To Selective
Router Which Determines Correct PSAP
Call Is Delivered To Proper
PSAP With pANI
Caller Dials 9-1-1
PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows
No Responder List
9-1-1 Operator Dispatches Emergency Services To
3150 Paradise Rd
3150 Paradise Rd
ANIA
NI
pAN
I
pANI
IP TDM
pANI
ANI + ALI
VoIP Gateway
VoIP Positioning
Center
9-1-1 Emerging TechnologiesCommittee
9-1-1 VoIP Call Answered on 9-1-1 Lines VPC-Direct Single ESN System (I-2 Solution)
9-1-1 Operator
Emergency Response
Emergency
Selective Router
ALI Database
Local Telephone Office Routes Call To Selective
Router Which Determines Correct PSAP
Call Is Delivered To Proper
PSAP With pANI
Caller Dials 9-1-1
PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows
No Responder List
9-1-1 Operator Dispatches Emergency Services To
3150 Paradise Rd
3150 Paradise Rd
ANIA
NI pA
NI
IPTDM
pANI
ANI + ALI
VoIP Gateway
VoIP Positioning
Center
ESGW
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VoIP Call Using Single ESN System
(985) 211-0063 23:07 03/27ONSTAR CALL VERIFY LOCATIONONSTAR LA 270 VOIPONSTAR CALL CENTERCIVIC P# 211-0063ALT# 866-866-5006 LEC:TCSVOIP CALLQUERY CALLER FOR LOCATNQUERY CALLER FOR PHONE #
ANI
Location
Class of Service
ESN
Address
Customer Name
Community
pANI
ELT
COMPANY IDANI
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VoIP Call Using Single ESN System
(985) 211-0063 23:07 03/27ONSTAR CALL VERIFY LOCATIONONSTAR LA 270 VOIPONSTAR CALL CENTERCIVIC P# 211-0063ALT# 866-866-5006 LEC:TCSVOIP CALLQUERY CALLER FOR LOCATNQUERY CALLER FOR PHONE #
Click for Audio9-1-1 Emerging TechnologiesCommittee
299-1-1 Emerging Technologies
Committee
9-1-1 VoIP Call Answered on 9-1-1 Lines Multi ESN System (I-2 Solution)
9-1-1 Operator
Emergency Response
Emergency
Selective Router
ALI Database
Local Telephone Office Routes Call To Selective
Router Which Determines Correct PSAP
Call Is Delivered To Proper
PSAP With pANI
Caller Dials 9-1-1
PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows
Responder List
9-1-1 Operator Dispatches Emergency Services To
3150 Paradise Rd
3150 Paradise Rd
ANIA
NI
pAN
I
pANI
IP TDM
pANI
ANI + ALI
VoIP Gateway
VoIP Positioning
Center
9-1-1 Emerging TechnologiesCommittee
9-1-1 VoIP Call Answered on 9-1-1 Lines VPC Direct Multi ESN System (I-2 Solution)
9-1-1 Operator
Emergency Response
Emergency
Selective Router
ALI Database
Local Telephone Office Routes Call To Selective
Router Which Determines Correct PSAP
Call Is Delivered To Proper
PSAP With pANI
Caller Dials 9-1-1
PSAP Equipment Sends ANI To 9-1-1 Database to Request Location (ALI) – ELT shows
Responder List
9-1-1 Operator Dispatches Emergency Services To
3150 Paradise Rd
3150 Paradise Rd
ANIA
NI
pANI
IPTDM
pANI
ANI + ALI
VoIP Gateway
VoIP Positioning
Center
ESGW
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VoIP Call Using Multi ESN System ANI
Location
Class of Service
ESN
Address
Customer Name
Community
pANI
ELT
COMPANY ID
(504) 211-0733 10:36 01/06409 SUPERIOR AV
BOGALUSA LA 260 VOIPDOE JANE
P# 211-0733ALT# 985-221-4935
LEC:VNAGEBOGALUSA POLICEBOGALUSA FIRE
ANI
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VoIP Call Using Multi ESN System
(504) 211-0733 10:36 01/06409 SUPERIOR AV
BOGALUSA LA 260 VOIPDOE JANE
P# 211-0733ALT# 985-221-4935 LEC:VNAGEBOGALUSA POLICEBOGALUSA FIRE
(Click for Audio)9-1-1 Emerging TechnologiesCommittee
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VoIP 101 : Operational IssuesVoIP 101 : Operational Issues
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Operational Issues• Call Audio May Not
Contain All Sounds –Background sounds may be distorted
• Caller’s Location May Not Be Accurate –Caller is Nomadic
• Caller’s Location May Be Outside the PSAP’s Normal Coverage Area –International Caller
• Dispatcher May Need To Ask Caller To Repeat Information and Identify Unusual Sounds.
• Dispatcher Should Always Confirm ALI Information.
• Dispatcher needs access to PSAP Registry, 24-hour VoIP Operational Center Contact Lines and Information Resources Including Routing to Foreign Countries.
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Operational Issues• Call May Be From Non-
traditional VoIP Source –Telematics
• Non-traditional VoIP Source’s GIS Data May Not Be Current -Telematics
• Non-traditional VoIP Source May Be A Hearing / Speech Impaired Relay Center
• Dispatcher Should Confirm Critical Information
• Dispatcher Should be Prepared to Ask for and Plot Latitude and Longitude
• Dispatcher Should Be Provided SOP.
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Operational Issues• Emergency Calls On
Ten Digit Lines May Be a Spoof Caller
• The Call’s ELT May Not Specify Responding Agencies
• Dispatcher Should Confirm Critical Information and Listen For Inconsistent Information
• Dispatcher Should have ESZ Information Available
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Presentation Review
• Definitions• Call Routing and ANI/ALI Data
– 9-1-1 PSTN Landline Call– 9-1-1 VoIP Call Answered on Dedicated 10
Digit Admin. Line– 9-1-1 VoIP Call Answered on 9-1-1 Lines
• Single ESN Configuration• Multi ESN Configuration (Sometimes Called a Multi
Agency Configuration)
• Operational Issues9-1-1 Emerging Technologies
Committee
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Questions ?
9-1-1 Emerging TechnologiesCommittee