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EENA Operations Document – eCall

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EENA Operations Document

eCall

Title: eCall EENA Operations Document

Version: 1.6

Code: 3_1_5_eCall_v1.6.doc

Revision Date: 04-04-2012

Status of the document: Draft For comments Approved


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This document was written with contributions of members of the Call Taking EENA Operations Subcommitees. The members of this Subcommittee are:

Subcommittee

Members

Country /

Organisation

Subcommittee

Members

Country /

Organisation

Blaha Manfred Federal Ministry of the Interior - AT

Maroscikas Tadas

Lithuanian Emergency Response Centre -LT

Brincat Mark B Civil Protection Department - MT

Martins Carlos

Comisió de Segurança Pública – PT

Bruneteau Frédéric PTOLEMUS Consulting Group

Medland John BT

Casse Bertrand

Andrew Wireless

Solutions, a

CommScope Company

Norman Jerry AVAYA

Claasen Alex Avaya

O’Brien Tony

Commission for Communications Regulation –IE

Clop Natalia 112 Catalunya - ES Paris Jérôme EENA

Cherri Marco EENA

Potužák David Telefónica Czech Republic, a.s.

Cipriani Cristina ATX Rahman Naweed Cassidian

Clinch Guy Avaya Rivier Sylvain Alcatel Lucent

Dawson Martin

Andrew Wireless

Solutions, a CommScope Company

Ruiz David 112 Catalunya – ES

Del Rey Diego 112 Murcia - ES

Sammut Trevor

Police General Headquarters – Information

Technology Section –

MT

Fletcher Mark Avaya Seddik Farid Newtel

Gillies Jim Global Crossing

St Jean Richar Cassidan Communication

Gomez Iratxe Atos Origin Terpstra Tjerk EENA

Gramatikov Stoyan Ministry of Emergency Situation – BG

Thimonier Pierre Alcatel-Lucent

Grososiu Andrei

Special Telecommunications

Service –RO

Tiquet Éric Cap-Gemini

González Victor Atos Origin Tschoefing Hannes IETF/EENA

Hines Stephen London Ambulance Service NHS Trust –UK

Van Alphen Willem

Netherlands Police Agency (Klpd) - NL

Heward Andy London Ambulance Service NHS Trust - UK

Vandedrinck Jan

Service Public Fédéral

Intérieur - DG Sécurité Civile - BE

Jänin Gregor Disponet

Weynants Alex Newtel

Jerry Norman Avaya Werner Marc Qualcomm

Laszlo Gondor Agency for Information Technology - HU

Wittmann Helmut Siemens-Enterprise

Lumbreras Cristina EENA

Machado Gary EENA


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Table of contents

1 Introduction .................................................................................................................................. 4 2 Legislation .................................................................................................................................... 4

2.1 EU Recommendation on eCall ................................................................................................ 4 2.2 Council Decision on 112 ........................................................................................................ 5 2.3 Universal Service Directive .................................................................................................... 5 2.4 Commission Recommendation on caller location ....................................................................... 5 2.5 Roaming Regulation.............................................................................................................. 5 2.6 EU telecoms rules ................................................................................................................. 5 2.7 European Parliament issues resolution on universal service and the 112 emergency number. ........ 6

3 Approaches to provide eCall ............................................................................................................ 6 4 Means to initiate an eCall ............................................................................................................... 7 5 eCall service stakeholders ............................................................................................................... 7 6 Minimum set of Data ...................................................................................................................... 7 7 Table of relevant applicable standards .............................................................................................. 8 8 Pan European eCall ........................................................................................................................ 9

8.1 Overview ............................................................................................................................. 9 8.2 eCall Flag .......................................................................................................................... 10 8.3 Models .............................................................................................................................. 11 8.4 PSAP Procedures ................................................................................................................ 12 8.5 Training ............................................................................................................................ 12 8.6 Technical overview ............................................................................................................. 12

8.6.1 Telecommunication aspects ............................................................................................. 12 8.6.2 PSAP technical equipment ................................................................................................ 13

9 Third party services supported eCall .............................................................................................. 14 9.1 Overview ........................................................................................................................... 14 9.2 Operational procedures and agreements for communication between PSAP and TPSP ................. 15 9.3 Technical communication with PSAPs .................................................................................... 15

10 The Harmonised eCall European Pilot Project (HeERO) ................................................................... 16 11 Recommendation to stakeholders ............................................................................................... 16

11.1 Pan European eCall............................................................................................................. 16 11.2 Third Party Services supported eCall ..................................................................................... 17

12 EENA Requirements .................................................................................................................. 17


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1 Introduction

Traffic accidents are one of the major causes of deaths and injuries in Europe. A timely and

efficient intervention of emergency services is crucial to save lives and reduce human suffering.1

In many situations, the passengers of a vehicle involved in an accident may not be in a position to

call using a mobile phone, because either they have been injured or trapped or do not know the

local emergency number to be called. Additionally, they may be unable to provide emergency

services with a precise location, not only because they have suffered an accident but also because

they may only have a very approximate idea of their location, especially if travelling on rural roads

or whilst travelling abroad. Furthermore, travellers driving abroad may have language problems

trying to communicate with emergency services. It is worth mentioning that there are studies

which demonstrate that someone speaking to them and caring about what happened has a positive

impact on the stress levels of the people involved in an incident.

Moreover, there are many situations where there may be no witnesses because of the location or

time of the accident.

These are the main reasons why there is a need for an automated method to alert about accidents.

eCall is an in-vehicle emergency call system which automates the notification of a traffic accident.

It transmits data from the vehicle and establishes a voice channel between the vehicle passengers

and the emergency services.

The objective of this Operations document is to assemble all currently available information about

the issue. As in all EENA Operations document, recommendations and requirements are detailed.

2 Legislation2

2.1 EU Recommendation on eCall3

The Recommendation adopted by the European Commission the 8th September 2011 ensures that

eCall will be in place by 2015. Mobile network operators have to treat calls from eCall devices like

other 112 calls (free of charge, higher priority in telecommunication networks, etc.). The

Recommendation also indicates that Member States should ensure that mobile network operators

put in place systems to identify eCalls so that they can be routed to an emergency service call

centre equipped to handle them.

Following the Recommendation,the Commission will adopt a set of specifications for the upgrade of

some emergency call response centres (under the Intelligent Transport Systems Directive –

2010/40/EC4) and a proposal for a Regulation to require eCall devices meeting the required

technical specifications to be fitted to all new models of passenger cars and light vehicles from

2015 in order to obtain EU-wide type approval.

1 http://www.esafetysupport.org/en/ecall_toolbox/related_studies/

2 Source: http://ec.europa.eu/information_society/activities/112/rules/index_en.htm

3 http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2011:303:0046:0048:EN:PDF 4 http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2010:207:0001:0013:EN:PDF

http://www.esafetysupport.org/en/ecall_toolbox/related_studies/

http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2011:303:0046:0048:EN:PDF


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2.2 Council Decision on 112

(July 1991) Council Decision on 112 was adopted. Members States were required to introduce the

single European emergency number 112 in order to make emergency services more accessible,

especially for travellers. The single European emergency number 112 operates alongside the

existing national numbers in most countries and will not replace existing national emergency

numbers.

2.3 Universal Service Directive

(March 2002) Universal Service Directive is adopted. The Directive further detailed the

following requirements concerning 112 services:

Free of charge: Member States must ensure that users of fixed and mobile telephones,

including payphones, are able to call 112 free of charge.

No discrimination: 112 calls must be appropriately answered and handled, irrespective of

whether 112 or other national emergency numbers are dialled. Some Member States

(Sweden, Denmark and The Netherlands) have introduced 112 as their main emergency

number, while in most Member States 112 operates alongside national emergency

numbers.

Caller location: Member States must also ensure that emergency services are able to

establish the location of the person calling 112. The ability to locate the caller in case of an

emergency may be of great significance in a situation where the person is unable to state

his or her location, which can happen particularly when calling from mobile phones or while

travelling abroad.

Raising awareness: all EU Member States must inform citizens (nationals and visitors) of

the existence of 112 and in which circumstances they should call it.

2.4 Commission Recommendation on caller location

(July 2003) the Commission Recommendation on caller location is adopted. The European

Commission recommended that Member States should implement the “push” method rather than

the “pull” for the provision of caller location information.

2.5 Roaming Regulation

(July 2009) The new Roaming Regulation, which entered into force in July 2009, provides that

citizens using their mobile phone when travelling to another EU Member State will receive an SMS

with information about the European emergency number 112.

2.6 EU telecoms rules

(December 2009) The new EU telecoms rules will ensure that European citizens gain better access

to emergency services by extending the 112 access requirements from traditional telephony to new

technologies (such as VoIP), strengthening operators' obligation to provide caller location

information to the emergency services and improving access to 112 for people with disabilities.

http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31991D0396:EN:HTML#_blank

http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31991D0396:EN:HTML#_blank

http://ec.europa.eu/information_society/activities/112/glossary/index_en.htm#dir

http://ec.europa.eu/information_society/activities/112/glossary/index_en.htm#dir

http://ec.europa.eu/information_society/activities/112/glossary/index_en.htm#location

http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2003:189:0049:0051:EN:PDF#_blank

http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2003:189:0049:0051:EN:PDF#_blank

http://ec.europa.eu/information_society/activities/roaming/regulation/index_en.htm#_blank

http://eur-lex.europa.eu/JOHtml.do?uri=OJ:L:2009:337:SOM:EN:HTML#_blank


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2.7 European Parliament issues resolution on universal service and the 112 emergency

number.5

(July 2011) The Charter of Fundamental Rights of the EU defined relevant requirements especially

concerning the implementation of articles 2 (Right to life), 3 (Right to the integrity of the person),

6 (Right to liberty and security), 26 (Integration of persons with disabilities), 35 (Right to health

care).

Member States are responsible for the organisation of the emergency services and their response

to 112 calls. The EU legislation requires Member States to ensure that any citizen in the EU should

be able to reach emergency services free of charge when dialling 112.

3 Approaches to provide eCall

In case of a severe crash or after manual activation (see section 4), the in-vehicle system (IVS)

installed in the vehicle will trigger an emergency call. A minimum set of data (see section 6) with

relevant information about the incident is sent automatically and a voice channel with the vehicle is

set up.

The Pan European eCall (see section 8) uses the 112 number to send data and to establish the

voice channel between the passengers of the vehicle and emergency services.

Drivers can also decide to contract a private eCall service supported by Third Party Service

Providers (TPSP) (see section 9) . In this case, the automatic or manually activated eCall arrives

first to the Third Party Service Provider’s call centre and then, in case of real emergency, data and

voice are forwarded to the most appropriate Public Safety Answering Point (PSAP) using the ‘long’

number of each PSAP. To establish an agreement with each TPSP or not is a decision to be taken

by the emergency services authorities.

Pan-European and TPS eCall are services that will potentially coexist. TPS is not replacing public

112 pan-European eCall based on the 112 emergency number. Therefore emergency services have

to be prepared to handle these pan-European eCalls.

5 Source: http://www.europarl.europa.eu/sides/getDoc.do?type=TA&reference=P7-TA-2011-0306&language=EN

Data and voice

112 Most appropriate PSAP

Pan European eCall

Data and voice

Most appropriate PSAP

Third Party

Service

Incident information + voice

PSAP Database


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4 Means to initiate an eCall

Manual eCall: an eCall can be manually activated by vehicle passengers. The design and

implementation of the mechanism to trigger a manual eCall (e.g., SOS button) has yet to

be determined by vehicle manufacturers. In doing so, they have to make best efforts to

minimize the accidental activation of eCall.

Automatic eCall: In case of an accident, the deployment of one or more sensors generates

an automatic eCall with the immediate transfer of the crash data. The generation of this

type of eCall is dependant on the sensors system in the car.

5 eCall service stakeholders

eCall involves a number of different stakeholders all with separate responsibilities and tasks. The

main actors are:

In-vehicle equipment provider(s)

Mobile network operator (MNO)

Telecommunication National Regulators

Authorities (European / national / regional)

Public safety answering point (PSAP)

Emergency response organisations

Third party service providers, in case of TPS eCall

Citizens

Road operators

6 Minimum set of Data

The Minimum set of Data (MSD) has been standardised by the European Committee for

Standardisation (CEN) (see the list of eCall standards in section 7).

In case of accident the public safety answering point (PSAP) receives a standardised set of data

(Minimum set of data – MSD) including the following information (this list is not exhaustive):

Message identifier: MSD format version (later versions to be backwards compatible with

existing versions).

Activation: whether the eCall has been manually or automatically generated

Call type: whether the eCall is real emergency or test call

Vehicle type: passenger Vehicle, buses and coaches, light commercial vehicles, heavy duty

vehicles, motorcycles

Vehicle identification number (VIN)

Vehicle propulsion storage type: This is important particularly relating to fire risk and

electrical power source issues (e.g. Gasoline tank, Diesel tank, Compressed natural gas

(CNG), etc.)

Automatic eCall

eCall automatically generated by activation of the sensors


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Time stamp: Timestamp of incident event

Vehicle location: determined by the on-board system at the time of message generation. It

is the last known vehicle’s position (latitude and longitude)

Confidence in position: this bit is to be set to “Low confidence in position” if the position is

not within the limits of +/-150m with 95% confidence

Direction: helpful to determine the carriageway vehicle was using at the moment of the

incident

Recent vehicle location n (Optional): vehicle’s position in (n-1) and (n-2)

Number of passengers (Optional): number of fastened seatbelts

Optional additional data (Optional): in some cases, optional data may be available in the

MSD (at the vehicle manufacturer discretion). This data incorporate a tag for the

identification in the beginning of the optional data (type and structure identification). This

data will be registered and maintained. PSAP will have free access such data registry data.

7 Table of relevant applicable standards6

Pan-European eCall Operating Requirements – (PEOR) CEN EN 16072

eCall High Level Application Protocols (HLAP) CEN EN 16062

Third party services supported eCall –Operating requirements CEN EN 16102

eCall Minimum Set of Data CEN EN 15722

eCall requirements for data transmission 3GPP TS 22.101

ETSI TS 122 101

eCall Discriminator Table 10.5.135d 3GPP TS 24.008

ETSI TS 124 008

eCall Data Transfer – General Description 3GPP TS 26.267

ETSI TS 126 267

eCall Data Transfer – ANSI-C Reference Code 3GPP TS 26.268

ETSI TS 126 268

eCall Data Transfer – Conformance Testing

3GPP TS 26.269

ETSI TS 126 269

eCall Data Transfer – Characterisation Report

3GPP TS 26.969

ETSI TS 126 969

eCall Data Transfer – Technical Report - Characterisation Report 3GPP TR 26.969

ETSI TR 126 969

Data registry procedures ISO/EN

24978:2009

6 HeERO 112: List of Standards related to pan-European eCall

http://www.heero-pilot.eu/ressource/static/files/ecall_table_of_standards.pdf


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8 Pan European eCall

8.1 Overview

The 112 number is used to send data and to establish the voice channel between the passengers of

the vehicle and emergency services. It is based on a quasi-simultaneous data and voice link over

the same channel. The data link is realised by an in-band modem which has been specifically

designed and standardised for eCall. This approach guarantees an EU-wide availability of prioritised

and free eCall data transmission through established 112 voice call mechanisms. In the case

where the data is not sent or received for any reason, the eCall continues as a normal 112

emergency call.

The eCall is received directly by a public (or under public mandate) safety answering point (PSAP).

The PSAP in charge of handling eCalls may not be the same as the PSAP receiving and managing

normal 112 calls (see section 8.3). This has ye to be defined by the responsible authorities. The

service will be free of charge for the citizen.

All vehicles (The scope of the EU legislation will be passenger cars and light duty vehicles initially

and in the future, other types of vehicles may be equipped with eCall but on a voluntary basis) will

be equipped with the necessary technology with the same technical standards and the same

quality of services objectives.

The eCall in-vehicle system is powered-up and initialised when the vehicle is started.

After the triggering of the eCall (either manually or automatically), other communications that are

in progress are suspended, if needed. Microphone and loudspeakers are fully dedicated to the

emergency call. The in-vehicle system alerts the occupants that an eCall message is being sent.

At the same time the in-vehicle equipment connects to the network and the emergency call to 112

is established and routed to the most appropriate PSAP.


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After the eCall is picked-up by the PSAP telephone system it is routed to the PSAP in-band modem

and the MSD is transferred. At that moment, the PSAP has the automatic information given by the

vehicle available. After this, audio link is established and the PSAP operator is able to hear the

ambient noise and speak with the vehicle occupants, if possible. The PSAP operator may at any

time request that a new MSD is sent (e.g. data appears corrupted or inconsistent, or the PSAP

operator believes that the data may have changed). Once the communication with the vehicle is

finished, only the PSAP is allowed to clear down the call. At all times, the in-vehicle equipment

remains registered to the network to make call back possible.

The Pan-European eCall concept benefits from its direct prioritised emergency link to the

appropriate PSAP through the existing 112 mechanisms. The 112 call over the mobile network is

guaranteed to work in all European countries for free, even if no roaming agreement between the

vehicle’s home network and the guest network is in place. For the pan-European eCall, the priority

given to normal 112 calls in the mobile network also applies to the eCall data transmission. This

maximises the coverage and availability of the eCall service. The changes required in the mobile

networks are minor (eCall flag – section 8.2 - and PSAP routing tables).

Compared to the TPS eCall, the fact that a direct link to the PSAP is established reduces the

potential sources of failure in the emergency call provision. However, filtering of false emergency

calls (primarily for manual eCalls) will have to be done directly at the PSAP.

8.2 eCall Flag

Some emergency services have required a system to seperate eCalls from 112 calls in order to

route the calls differently. This is the main reason of the eCall flag implementation. The eCall flag

also makes it possible to differentiate automatically and manually initiated eCalls.

The flag is included in the data set travelling with the call triggered by the IVS. The flag enables

the telecommunication mobile network operator to route to a different long number (E.164

number) depending of the nature of the call, i.e. eCalls (also manual and automatically initiated

eCalls) and 112 calls.


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8.3 Models

In the event of an accident, the vehicle dials 112 and establishes a quasi simultaneous data and

voice communication with the PSAP. The PSAP can be public or under public mandate.

Pan European eCall can be implemented using different models. The main differences between the

models are:

All eCalls and 112 calls are routed (or not) to the same PSAP

Manual and automatic eCalls are routed (or not) to the same PSAP

Model I: eCalls routed as 112 calls. The

most appropriate PSAP receives 112 calls

and eCalls.

Model II: all types of eCalls are routed to

a dedicated PSAP only for eCalls. 112

calls continue to be routed to the 112

PSAP.

Model III: manually triggered eCalls and

automatically triggered eCalls are routed

to a different PSAP (it can be the same

PSAP for 112 calls, e.g. dedicated

manual eCall PSAP can be the same as

112 PSAP)

MSD+voice

112 PSAP

automatic eCall PSAP

manual eCall PSAP

Voice+MSD

Voice+MSD

112 PSAP

SOS

MSD+voice

112 PSAP

Most appropriate eCall PSAP


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8.4 PSAP Procedures

PSAPs have to develop new procedures to handle eCalls. eCalls have to receive the same treatment

as other 112 calls (priority, language, privacy, etc.). The call-handling is to be achieved in line with

national procedures and regulation.

Nevertheless, there are special situations which PSAPs have to take into account, e.g. when data

arrives at the PSAP but there is no voice connection or when data arrives at the PSAP and voice

connection is established but nobody speaks.

Issues to take into account:

Silent calls when MSD is available

Silent calls when MSD is not available

Call back

Multiple generation of eCalls: prioritisation of automatic eCall

Request a new MSD

VIN decoding

Management of the “No confidence in position” flag

eCall routed to the wrong PSAP

Forwarding the call to another PSAP

Multilinguism

If the calls are not handled in the same PSAP as 112 calls, protocols to transfer the data to the 112

PSAP need to be established.

8.5 Training

The PSAP operator needs to be trained in the eCalls procedures and software.

8.6 Technical overview

8.6.1 Telecommunication aspects

Network operators:

eCall is supported via wireless communications networks commonly implemented by European

network operators. This ensures the availability of a real time secure transport mechanism that

makes quasi simultaneous data transfer and voice call feasible.

SIM Card:

The in-vehicle system has a valid SIM that enables the provision of the eCall service. It is to be

configured only for the purpose of making an eCall, or it could also be used, in addition and as

optional, for commercial service provision. In the first case, the IVS will be in a dormant mode (not

traceable and active only in case of eCall triggering).

Priority of the call:

eCall has the same priority as a 112 call.

Routing of the 112 call by the network:

Competent authorities have to decide where and how eCalls have to be routed. As already

mentioned, the eCall flag makes possible that eCalls are received by a different PSAP than 112

calls.

Even if eCalls and 112 calls are routed to the same PSAP, it can be decided to route them to a

different group of telephone lines.


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Provision of the location:

The caller (vehicle) location is provided by the MSD through GNSS coordinates. In the event that

the MSD does not reach the PSAP, the caller location is provided by the network operators like for

112 calls.

Roaming:

The in-vehicle equipment has a Pan-European roaming capability as for 112.

8.6.2 PSAP technical equipment

PSAPs have to adapt their equipment to be able to receive eCalls. They need to communicate with

the in-vehicle equipment (IVS) using an in-band modem and they have also to ensure their

software to make the MSD information available for PSAP operators. The PSAP in-band modem has

relatively low complexity. It can be implemented as software running on standard computing

equipment. Before updating the technological equipment of the PSAP, the amount of eCalls that

will be handled has to be estimated.

Currently, the technical equipment of 112 PSAPs may be very different. Some European 112 PSAPs

are equipped with very advanced technology and others only have very basic communication tools.

It is highly recommended that PSAPs are equipped to be able to handle the location of the 112

calls automatically.

PSAPs receiving eCalls will have to be equipped with a server with an in-band modem and have it

connected to the public switched telephone network via a digital interface.

Additionally, a PSAP receiving eCalls is required to be equipped with a software application that

could either be a special eCall application or integrated within the PSAP's interface software. It

should provide at least these functionalities:

warn the operator about a new eCall

display the minimum set of data

decode VIN number

warn the operator about the availability of the voice call

provide a call-back capability

request a new MSD

hung up an eCall

provide a geographical information system: display the location of the vehicle, direction and

the last positions (if available)

etc.


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9 Third party services supported eCall

9.1 Overview

In Private solutions Third Party Service for eCall (TPS-eCall) case data is transmitted to a private

company, known as the third party service provider (TPSP), and voice channel is established

between the vehicle passengers and this TPSP. In case of a real emergency, the TPSP operator

contacts the most appropriate PSAP and forwards all relevant information concerning the event,

including the information specified by the minimum set of data (MSD). If required by the PSAP

operator, PSAP and vehicle passenger can communicate via voice.

In TPS eCall, the emergency data transmission can be realised via the dedicated in-band modem

technology or via other solutions like SMS.

It should be noted that at the PSAP level, pan-European eCall has to be also implemented even if

the majority of vehicles in a specific region are equipped with TPS eCall: roaming vehicles from

other regions might use the pan-European eCall which will then use the direct 112 connection to

the PSAP for eCalls.

Third-Party Service (TPS) eCall is based on using a third party to filter and route the calls prior to

the PSAP routing. Voice call and MSD (or similar) is transmitted to the TPSP Call Center using two

channel communication methodology usually leveraging SMS technology and in-vehicle satellite

positioning technology. The calls are received by call center agents (TPSP operators) and handled

accordingly of the type of the call (emergency call, assistance call, etc.). In case of emergency, the

TPSP operator will transmit both voice and data (an IP address can be also transmitted) to the

appropriate PSAP with jurisdiction at the site of the emergency (if long numbers of this PSAP is

available to the TPSP operator).

TPS eCall will usually be based on the subscription of the customer (vehicle owner) with the third

party service provider, also offering additional services such as assistance calls, breakdown

assistance and/or telematics services.

In case of emergency:

The vehicle calls the TPS centre, making a normal call (not treated as an emergency call by

the mobile network operator) and sends the MSD or similar information (GNSS position,

vehicle identification and sensor information if available).

The data is analysed, treated and, if possible, enhanced by the Telematic service provider

The responsible PSAP will be identified and called via the long-numbers; the accident

information is then exchanged through a voice conversation or other means if available;

Conference Bridge with the driver will be activated if requested by the PSAP operator or the

vehicle occupant(s). Procedures and interfaces for the transmission of the enhanced

accident data (if different from the pure MSD) will have to be agreed between the third

party service providers and the PSAPs in each EU Member States.


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9.2 Operational procedures and agreements for communication between PSAP and

TPSP

The TPSP and the PSAPs have to reach an agreement. TPSPs need to know the boundaries of the

jurisdiction of the PSAPs in each EU member states, their long numbers and how to contact them.

It has also to be established:

how the communication between PSAP and TPSP should take place

Areas of responsibility in case of lost of communication between the PSAP and the TPSP

9.3 Technical communication with PSAPs

Today there are different alternatives:

Voice

Web service data push interface described in CEN EN 16102 Draft Standard (not approved

at the moment)

Integrated interface in the PSAP software

A web based interface which works independently from the PSAP infrastructure and which

required a minimum equipment at PSAP (Pc, internet access); such an interface is today

implemented by some TPSPs.


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10 The Harmonised eCall European Pilot Project (HeERO)7

HeERO pre-deployment pilot, co-funded by the European Commission, addresses the pan-European

in-vehicle emergency call service "eCall" based on 112. During three years (January 2011 to

December 2013), the nine European countries forming the HeERO consortium will carry out the

start-up of an interoperable and harmonised 112 based in-vehicle emergency call system.

Croatia, Czech Republic, Finland, Germany, Greece, Italy, The Netherlands, Romania and Sweden

are all sharing the same high-level objective: prepare the local e112 eCall infrastructure necessary

for the provision of a sustainable eCall service for the European citizens and share their

experiences with the other EU Members and Associated States.

The eCall system will help achieving the EU's objective to decrease the number of severe road

injuries and fatalities to 50%.

11 Recommendation to stakeholders

11.1 Pan European eCall

Stakeholder Action

National Government Establishing the model of eCall reception and handling

Follow the Recommendation C(2011) 6269

National Telecommunications

regulatory authority (NTRA)

Checking that legal requirements are complied with:

Telecoms operator to provide the eCall flag

Mobile network operators Implement the eCall flag

Treat eCalls as 112 emergency calls (free of charge, priority,

national roaming, etc.)

Providing the right routing based on eCall flag following the

instructions of the National Authorities

Providing SIM cards for the IVS (based on commercial

agreements)

Competent Authorities of

Emergency Services

Make sure that emergency services have the necessary means

(including budget) to adapt their systems to eCall

Solve multi-languages cases

Emergency services and their

providers (e.g. Software

Provider)

Infrastructure set-up (e.g. integrate eCall into the PSAP

systems)

Verify that eCall information is correctly received

Training of operational and technical staff

Establishment of operational protocols

Car Industry and their

suppliers

Equip vehicles with eCall following the relevant EU Regulations

Ensure the functionality of the in-vehicle system

Comply with EU Regulations on data protection and free

consumer choice

Traffic Management Authorities Implement an interface with PSAPs to manage traffic

congestions created by accidents

7 HeERO project website: http://www.heero-pilot.eu/view/en/index.html


EENA asbl



17

11.2 Third Party Services supported eCall

Stakeholder Action

National Government Regulating the co-existence of TPSP based solutions, today

present on the European market [this is not mandatory for

Member States]

National Telecommunications

regulatory authority (NTRA)

Not involved in the TPSP eCall

Mobile network operators Providing SIM cards for the IVS (based on commercial

agreements)

TPSP Provide appropriate number of call centres and trained operators

available 24/7

Creation of a PSAP database

Establishment of protocols to communicate with PSAPs (if the

PSAPs agree)

Establishment of a Multi-language system

Filtering of false alarms (Call Center based services)

Development of an interface which offers a safe way to transmit

detailed crash data to PSAPs and Traffic Management Authorities

(if PSAPs and TMAs agree):

Clear and structured data transmission

Exact and detailed location description (address, map,

coordinates)

Vehicle information (car model, color, number plate)

Sensors data visualization (by automatic eCall)

Multiple languages

Competent Authorities of

Emergency Services

No specific equipment needed. TPSP will adapt its equipment to

the needs of PSAPs (if PSAPs agree)

Emergency services and their

providers (e.g. Software

Providers)

Establishment of operational protocols

Training of operational and technical staff

Car Industry and their

suppliers

Ensure the functionality of the in-vehicle system

Comply with EU Regulations on data protection and free

consumer choice

Traffic Management Authorities No specific equipment needed. TPSP will adapt its equipment to

the needs of the TMAs (if TMAs agree)

12 EENA Requirements

Requirements

Procedure A clear procedure is well known by call takers for handling eCalls

(pan-European and existing TPS)

Interoperability procedure

(if needed)

A procedure has been established to communicate with other PSAPs.

Agreements between TPS

and PSAP (if needed)

An agreement has been established between some TPSP and the

PSAP of some Member States

PSAP equipment eCalls receiving ICT system has the same availability and

performance requirements as 112 calls receiving system

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