Microsoft PowerPoint - apco VoIP ppt rev4

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

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)

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.

9-1-1 Emerging TechnologiesCommittee

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

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

VoIP 101 : DefinitionsVoIP 101 : Definitions

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.

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.

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

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

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.

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

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

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

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

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.

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.

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.

VoIP 101 : Call RoutingVoIP 101 : Call Routing

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)

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

ANI + ALI

Voice + ANI

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

Class of Service

Address

Customer Name

Community

COMPANY IDANI

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

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

9-1-1 VoIP Call to Dedicated 10 Digit Administrative Line

(985) 848-5344 (Only With Caller ID)

Class of Service

Address

Customer Name

Community

COMPANY IDANI

Above is equipment dependent9-1-1 Emerging Technologies

Committee

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

PSAP With pANI

Caller Dials 9-1-1

No Responder List

3150 Paradise Rd

IP TDM

ANI + ALI

VoIP Gateway

VoIP Positioning

Center

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

PSAP With pANI

Caller Dials 9-1-1

No Responder List

3150 Paradise Rd

ANI + ALI

VoIP Gateway

VoIP Positioning

Center

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 #

Location

Class of Service

Address

Customer Name

Community

COMPANY IDANI

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

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

PSAP With pANI

Caller Dials 9-1-1

Responder List

3150 Paradise Rd

IP TDM

ANI + ALI

VoIP Gateway

VoIP Positioning

Center

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

PSAP With pANI

Caller Dials 9-1-1

Responder List

3150 Paradise Rd

ANI + ALI

VoIP Gateway

VoIP Positioning

Center

VoIP Call Using Multi ESN System ANI

Location

Class of Service

Address

Customer Name

Community

COMPANY ID

(504) 211-0733 10:36 01/06409 SUPERIOR AV

P# 211-0733ALT# 985-221-4935

LEC:VNAGEBOGALUSA POLICEBOGALUSA FIRE

VoIP Call Using Multi ESN System

(504) 211-0733 10:36 01/06409 SUPERIOR AV

(Click for Audio)9-1-1 Emerging TechnologiesCommittee

VoIP 101 : Operational IssuesVoIP 101 : Operational Issues

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.

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.

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

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

Questions ?

Microsoft PowerPoint - apco VoIP ppt rev4

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