new york city 'tech share' on enterprise e911 with fletch and hank hunt

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Public Safety Emergency Services: Emergency Services in the Enterprise – KARI’S LAW

Mark J. Fletcher, ENP Chief Architect Worldwide Public Safety Solutions June 11, 2014 New York City Tech Share

© 2014 Avaya Inc. All rights reserved. 3 3

A humble man with a simple story . . . .

!  Tragically, on December 1, 2013 – Hank Hunt lost his daughter Kari in a brutal murder in a hotel room in Marshall Texas.

!  When he realized his grand daughter tried to dial 9-1-1 but could not, he wanted to know why.

!  There was a single digit that took away his daughter. You needed to dial ‘9’ before 9-1-1 for the call to go through.

!  He started a http://Change.org petition hoping to collect 100 signatures

!  http://Change.org/KarisLaw !  This is his story . . . and his ask for your help

© 2014 Avaya Inc. All rights reserved. 4

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

!  Kari met her estranged husband in a Marshall, Texas hotel for visitation with their 3 children

!  Her ex-husband brutally attacked and stabbed her 49 times in the hotel room

!  Her 9 year old daughter tried to call 911 !  In fact, she tried to call 4 times, but the calls failed !  Finally, she rushed her 2 siblings to safety !  Kari Hunt Dunn died from her injuries before help

could arrive

!  Why did the calls fail? !  You needed to dial 9-911 from the hotel room !  But that’s not what we teach our children


The National Emergency Number Association

estimates there are nearly 300 Million calls to 9-1-1 each year in the United States


The California PUC reported that potentially 80% of Enterprise MLTS/PBX Systems need additional 9-1-1

location accuracy remediation work


Next Generation 9-1-1 ELIMINATES the current

legacy ANI/ALI (telephone number/address) database


There are THREE concerns for 9-1-1 call processing:

UNIVERSAL ACCESS TO 9-1-1 | ON-SITE NOTIFICATION OF 9-1-1 | ACTUALLY REACHING 9-1-1


Current Legislative Landscape !  ONLY 18 States have a reference to MLTS/PBX

Laws vary greatly causing confusion

Most are focused on granularity:

!  Chicago – 40,000 Sq.ft.

!  Massachusetts – 22,500 Sq. Ft.

!  Virginia – 7,000 Sq. Ft.

!  California (pending) – Fire Alarm Zone

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.”


Recent Legislative Driver – FCC Wants Answers!


Key Dates on the Timeline !  December 1, 2013

–  Kari Hunt Murdered in Marshall, TX

!  December 20, 2013 –  APN Blog Posted on Avaya.com/Fletcher

!  December 27, 2013 –  Open Letter sent to FCC

!  January 2, 2014 –  Contact made with Pai’s office

!  January 10, 2014 –  Face to Face meeting with Commissioner Pai and Staff

!  January 13, 2014 –  Statement of Commissioner Pai launching Inquiry

!  January 17, 2014 –  AH&LA Forms Task Force to investigate

!  February 3, 2014 –  Avaya asked to join AH&LA Task Force


MLTS Attention in Washington DC - FCC Commissioner Ajit Pai

•  [T]he most important question a caller can answer is still one of the most basic: “Where are you?”

•  [NG911] doesn’t mean that we can ignore problems with the 911 system of today. [O]ne of those problems happens too often when someone dials 911 in places like hotels, motels, office buildings, and schools that use [an] MLTS.

•  I began an inquiry into the state of MLTS 911 [January 2014]. I sent letters to the CEOs of the ten largest hotel chains[.]

•  I hope [that] the FCC can make those choices a little easier for you by [the FCC] fixing the problems of 911 on MLTS[.]


The Anatomy of an Emergency Call Understanding how it works, regardless of the number


Example of a US Based E9-1-1 Emergency 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 or 911

ELIN exists Or

Use ELE

Assign Caller ID

Enterprise Location Database

Call Sent to TELCO

CLID -> ANI

911 PSAP Selected

ANI Matched to

MSAG

ANI / ALI Database


Deeper Dive Inside the Enterprise

!  Functionality Required: –  Location Discovery –  Device Moves Add Changes –  On Site Notification –  Call Routing to correct PSTN instance

!  Available Internally or via the DevConnect program

!  Internal solutions are basic, not decided for larger UC deployments

!  External solutions vary greatly in the services they provide as well as cost

User Dials 911 or 9-911

ARS Matches

Calls

IP Subnet Map

Examined

11 or 911

ELIN exists Or

Use ELE

Assign Caller ID



A New Way of Addressing the Problem

Yesterday’s methodology: !  Track MAC work in the enterprise !  Create a NENA record for update !  Batch the updates nightly !  Limited ‘data transfer’ to PSAP

Today’s enhanced methodology: !  Track MAC work in the enterprise !  Update and correlate with other

relevant data points !  Provide situational awareness on site !  Create an accessible data repository

Costly / Not Real-Time Limited information could be passed

Efficient / Real-Time Ready TODAY for NG Services Public Safety queries for the information they desire based on their needs


The Avaya DevConnect Community of Partners - SPP 911 ETC, Inc. - http://911etc.com

Voice Positioning Carrier for National Emergency Calling coverage

Hosted VPC Service and Services company. Will provide consulting services if needed. Uses the Conveyant SENTRY for on premises tracking/notification when required

Conveyant, Inc. - http://Conveyant.com

Layer 2, Layer 3 and PBX Database tracking of Moves, Adds and Changes

Feature rich database correlation of additional data from the enterprise and provides On Site Notification of emergency calls via email and Screen Pop. OEM for the Avaya WLAN 8100 Emergency Services widget. Used internally at Avaya

RedSky Technologies, Inc. - http://redskytech.com

Layer 2, Layer 3 and PBX Database tracking of Moves, Adds and Changes

PLUS Updates the legacy PS-ALI database entries with changed information on a nightly basis where required by the customer. Also offers front end to VPC services and On Site Notification via their EON Notification Client to PCs on the network.


The Carrier Role in an Emergency Call Understanding the components


Example of a US Based E9-1-1 Emergency Call

Call Sent to TELCO

CLID -> ANI

911 PSAP Selected

ANI Matched to

MSAG

ANI / ALI Database

!  The Emergency Number is recognized

!  A database query is made using the ANI to establish the proper agency

!  Decision is typically made based on billing address information

!  While the location information, if any, is available it is often discarded once routing is decided


The Role of the PSAP or Control Room

!  Once the call is handed off, the PSAP takes the call and ANI data in much like any normal Contact Center.

!  The ANI is used to query the network for ALI

!  The information returned is parsed and distributed to other applications for mapping, dispatch, incident management, and record keeping

!  The interaction with the PBX at this point is one of Call Control

!  The limited data that is even associated is out of band and dealt with in companion applications.


Defining the Problem and Challenges What Avaya is trying to improve


IP Telephony is NOT the Problem - IPT ENABLES the problem

!  Devices can be extremely nomadic or mobile at any point in time and administratively difficult to manage in a real time manner.

!  While mechanisms exist in the Enterprise to monitor and track location, there is no current real-time link to the PSAP to pass along the data

!  Scream all you want, no one can hear you


What about SaaS and the Cloud? I have been told that this is the way forward for everything,

so why not for Emergency Services? Isn’t everything going to be in the cloud anyway?


SIP Trunking introduces a Different Problem – The Cloud

!  SIP Trunking is a key part of the architecture that allows Enterprise networks to Flatten Consolidate and Extend (FCE) their reach across the enterprise network.

!  Actually, this is the same issue as user mobility as the trunk presence may be no where near the users location.

!  FCE can introduce a major threat to Emergency Call Handling in the Enterprise, and can introduce significant risk in a stable environment. VPN User complicate the matter.

!  Users rarely understand the potential impact; Carriers nonchalantly pass it off as ‘stuff in the network’ that is handled for the customer.

!  In reality, the VPC is potentially a huge risk issue, and must be understood and discussed for applicability within the customer environment.

!  More and more the VPC is becoming a required part of the solution, but tht is not a reason to give up resiliency, reliability and functional ability.


Should Emergency Services be a completely Hosted Solution?

PHONE NUMBERS don’t equal LOCATION – Managing ALI is yesterday’s technology

Notification belongs on premises – Don’t get confused by ‘the cloud’

Planning and Consulting Workshops are Available from Avaya

The cloud will be a part of the solution in many scenarios, but still requires local presence for notification and alerting.

NO!


US Cloud Based 911 VPC Carriers Explained EMEA Based Services immanent with VoxBone

•  Minimal Differentiation •  All provide common service •  No one carrier provides 100% Coverage

TIER 1 VoIP

Positioning Carriers

PSAP PSAP PSAP PSAP

TIER 3 Resellers of

Rebranded TIER 2 Services

Service Resellers with Limited value proposition Not typically a Commercial Enterprise play

Teleworker Dashboard

Consulting Services

Normalization Services

•  Significant Service Differentiation •  Variable Deployment Cost Models •  Evaluate features/cost carefully

TIER 2 VoIP Positioning

TIER 1 Aggregators

•  Distributors •  Hosted PBX •  Cable/Internet VoIP


The Problem: Getting the Data to Public Safety

Enterprise Location Database ANI / ALI

Database

How does the Enterprise DATA get to the PSAP?

SIMPLE ANSWER . . . IT CAN’T


Understanding what is supposed to happen


ANI / ALI Database

Calltaker ANI/ALI

Screen Pop

908-848-2602 CUBE 2C231

PHONE NUMBER QUERY

Emergency call with 908-848-2602 as CLID / ANI

908-848-2602 CUBE 2C231 908-848-2602

CUBE 2C231


Understanding what usually happens


ANI / ALI Database

Calltaker ANI/ALI

Screen Pop

908-848-2602 CUBE 2C231

PHONE NUMBER QUERY

Emergency call with 908-848-1000 as CLID / ANI

908-848-1000 211 Mt. Airy Rd. Basking Ridge

908-848-2602 CUBE 2C231


Location Granularity EXTERNALLY

!  What level of reporting is needed at the PSAP? –  Response Address –  Building Entrance Identifier

!  Concentrate on getting the Call taker the details they need to get responders enroute to the scene

!  Why is Station Level Granularity Difficult to manage and Costly? –  Terminal equipment requires a Telephone Number to

have an ALI record –  Recurring Cost of TN + Recurring Cost of PS-ALI is

prohibitive and requires an application to manage –  Provides only 20 characters of Additional Information

4TH FL SW SMITH BLDG


20 Characters is not sufficient to convey information to the PSAP

4TH FL SW SMITH BLDG

4TH FL CUBE 2C231 This 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.


Enterprise Location granularity INTERNALLY

!  Enterprise environments can utilize additional call handling technology 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


PBX Emergency Services Functionality: What’s built-in; what’s not; and why


Basic System Requirements (Kari’s Law)

!  Direct access to Emergency Services Eliminate 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

PD


Watch for Single Points of Failure Not all solutions are created equal. Watch for applications

in the call path that could block calls.


Redundancy vs. Call Admission Control Redundancy

Redundancy describes components that are installed to back up primary resources in case they fail.

Call Admission Control

Some8mes called ‘look-‐ahead’ rou8ng. Calls only go if they can complete to the des8na8on.

PBX/MLTS

SECONDARY Emergency Gateway

PRIMARY Emergency Gateway

PSTN/Emergency Network

If the Emergency Gateway is OFFLINE completely, the Avaya ARS will route to the secondary instance. If there is a soE failure, then calls may ‘black hole’.

PBX/MLTS

SECONDARY Emergency Gateway



PBX/MLTS

SECONDARY EmergencyGateway



Upstream problems shutdown the interface. This is cri8cal to preven8ng the ‘black hole’ scenario.

PBX/MLTS

SECONDARY EmergencyGateway




WARNING! DevConnect does NOT test for Call Admission Control

!  The Avaya DevConnect program produces System Integration Lab (SIL) notes for each tested product. These notes are intended to detail the exact scenario used by Avaya DevConnect engineers to verify application operation.

!  Call Admission Control is not currently part of any SIL notes for any Emergency Gateway product in the path of an emergency call.

!  Customers should be aware and conduct the appropriate testing for their network configuration.


Summary for Today: What we just talked about in 4 simple slides


Getting Additional Data to the 1st 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 data

PSTN

PD


Getting Additional Data to the 1st RESPONDER When 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


Basic System Requirements (Kari’s Law)

!  Direct access to Emergency Services Eliminate 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

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)

Whatever solution customers buy today, must be ready to take on this new role in the future. Don’t buy legacy ‘fire sale’ technology

Next Generation Emergency Services: Today: OVER The TOP NG Emergency Services or Tomorrow: URI/URL sent VIA the SIP header

What’s Missing from this NextGen Picture?

NG Emergency Services Data

Aggregator

ANI/ or Location Data


Emergency Functionality is NOT just a box . . .

Several partners offer a solutions for Emergency Call Handling, and methodologies widely differ. Making the final technology selection, is a very specific decision for each customer, that is based on specific needs.

The challenge most customers have is that they cannot articulate what they actually need. !  Under Buy

!  Over Buy

!  Wrong Technology

!  Poor CSAT

!  Poor Reflection on Avaya


http://www.avaya.com/APN

http://www.avaya.com/Fletch911

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new york city 'tech share' on enterprise e911 with fletch and hank hunt

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daughter kari

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