Virtual PSAPs Alternatives to Consolidation PSAP Consolidation v1 0.pdf · share PSAP operations across multiple locations How does it work? Utilizes private or public network facilities

DEFENDING WORLD SECURITY

Virtual PSAPs

Alternatives to Consolidation

v1.0


© Copyright 2011 Cassidian Communications

Introduction

• Love it or hate it, PSAP

consolidation seems to be a

topic on everybody’s minds

• Sometimes physical site

consolidation is the best option

• But alternative solutions exist

which deliver many of the same

benefits with far less disruption

IP technology increases your options

Page 2



Good Intentions all Around

• Advanced NG9-1-1 solutions

• Equality of service levels

• Efficient service delivery

• Robust and reliable systems

• Cost-effective solutions

• Effective operational control

Must satisfy stakeholders at multiple levels

Page 3



Practical Realities

• Call volumes are increasing

• Public Safety budgets are flat

• IT resources are strained

• Network threats are multiplying

• Local knowledge often is best

Pooling resource strategy makes good sense

Page 4



The Lure of Consolidation

• Reduced leases and maintenance

• Potentially fewer trunks and lines

• Smaller equipment footprint

• Perceived staffing efficiencies

• Shared overhead expenses

Attractive, but more than meets the eye

Page 5



Alternative Approaches

Platform standardization across existing sites

• Common platform with multiple sites and multiple servers

• Telecommunicators can “float” to any site as needed

• Private emergency network over IP circuits –voice and data transfers

Remote IP positions and remote PSAPs

• Smaller sites become fully-functional “satellites” attached to main site

• Self-contained operations deploy quickly any place over any IP network

Back-room consolidation

• Multiple sites supported from a cluster of redundant servers

• ACD employed for accessing resources and operational load-balancing

Centralized / hosted solutions

• Multiple sites hosted in an off-site data center, no CPE at local sites

Many options for financial and operational efficiency

Page 6



Tangible Benefits

• More advanced, robust, coordinated

solution than any of the sites could

likely procure on their own

• Investment spread over a greater

number of operator positions

• Networked and interoperable,

taking a giant step towards NG9-1-1

• Potential for cost recovery from a

hosted model as other entities join

Regional, multi-site solutions tend to attract funding

Page 7



Operational Benefits

• Less disruptive

• Faster to implement

• Maintains local presence

• Retains decision-making autonomy

• Eliminates win-lose perception

Lessens objections among the system users and stakeholders

Page 8



Hosted Multi-PSAP IP Solution

Service Request Telco (1-n)

IP Service Provider (1-n)

Wireline

Wireless

VoIP

Tandem (TDM)Selective Router

Geo-Spatial (IP)Selective Router

Virtual Consolidated Service Region

IP-Based PSAP HostTelco / Public Data Center

Redundant / Geo-Diverse

Physical / Logical Data Partitions

Load Balancing, Network ACD

Backup, Overflow, Business Continuity

SIP

SIP

WAN

PSAP B

West

PSAP A

East

PSAP C

South

VoIP

Analog

Re

mo

te Su

rvivable Sites

Page 9



Geo-Diversity with Redundancy

• Application components

• Servers, controllers, routers

• Analog / IP trunks / ALI links

• Data storage & management

• No single points of failure

Robust virtual call distribution with local survivable sites

Page 10



Network ACD (NACD)

What is Network ACD?

Switching system that routes call traffic across a network, allowing agencies to standardize or share PSAP operations across multiple locations

How does it work?Utilizes private or public network facilities to queue, route and reroute calls across sites

What can it do?Enables PSAPs to network multiple ACD systems together and combine their resources to work collectively as one redundant virtual call center

What are the benefits?Routing is transparent to the caller regardless of distance or location, while PSAPs can expand coverage areas and balance calls among sites during day-to-day operations and crisis situations

Enables redundant ACD operations across sites

Page 11



Network ACD Uses

Resiliency and redundancy

– Service continuity and disaster recovery

Load balancing

– Route calls to available agents

located anywhere on the network

Geographic resource sharing

– Balance staffing requirements

Routing by service discipline

– Emergency and non-emergency services

A C

B D

Page 12

Each site implements local ACD routing policies



Network ACD / Best Service Routing (BSR)

Multiple linked ACD queues with each site choosing its own local routing policy

2

min

4

min

6

min

3

min

5

min

1

min

Master ACD Priority 1 Queue

Priority 2 Queue

Priority 3 Queue

LAN / WAN

Circular Linear

Ring All Longest IdlePage 13



Skills-Based Routing

• Centralized connections reach

trained resources anyplace on

the network

• Languages, HAZMAT,

Hostage Negotiation, SWAT,

Bomb Squad, Medical Skills

• Multimedia will become an

increasingly important skill set

• Allows fewer generalists,

more specialists at each site

Leverage the network and reap the benefits

Page 14



Co-Located Multi-Tenant IP Solution

Service Request Telco (1-n)

IP Service Provider (1-n)

Wireline

Wireless

VoIP

Tandem (TDM)Selective Router

Geo-Spatial (IP)Selective Router

Joint Communications Center

Queue 2

County Sheriff

Queue 1

City Police

Queue 3

State Patrol

IP

IP

Onsite IP-BasedPSAP Controller

VoIP

Analog

Redundant / Geo-Diverse

Physical / Logical Data Partitions

Load Balancing, Network ACD

Backup, Overflow, Business Continuity

Page 15



Public Safety Benefits

Coordinate multiple-entity NG migrations with lower risk

Page 16



Public Safety Benefits (cont.)

Simplify and standardize operations yet maintain flexibility

Page 17



End-to-End IP Solutions

• Call delivery to the right PSAP

• Network routing and transfers

• Remote IP positions

• Mobile PSAP operations

• Backup and overflow

• Business / service continuity

• Disaster recovery

• Staff mobility / hot seating

• Regional Emergency Networks

Improve service delivery and protect against emerging threats

Page 18



Managed ServicesPredictable Network Security Costs and Service Levels

Essential Protection for Next Generation 9-1-1

• Network connections proliferate, complicating security

• Systems become more complex and interrelated

• Threats multiply from new devices and new data types

• Call center performance is more scrutinized and publicized

• Call volumes rise along with population and mobility

• Personnel resources likely to remain flat (best case)

• IT is increasingly scarce and challenged to keep pace with change

Managed Services help you serve your constituents

more effectively with fewer resources, allowing you to

focus on your core public safety mission

Page 19



Do the benefits add up?

Physical ConsolidationCentralized Solution

Page 20



A more effective solution?

(May be more “fundable” as well)

Virtual ConsolidationDecentralized / Coordinated

Page 21



Additional Benefits

Lays the groundwork for advanced

next gen applications and services

• Common incident repository

• Centralized access to ESINets

• Text, video, advanced multimedia

• Aggregation gateways (RCIN)

• Data and security management

Risk mitigation

• Ends PSAP isolation

Regional interoperability is a key NG9-1-1 goal

Page 22



Make the right choice

Page 23

Know your options – choose your future!



Q & A

Page 24



Virtual consolidation improves

Next Generation service delivery

[email protected]

Documents

Virtual PSAPs Alternatives to Consolidation PSAP Consolidation v1 0.pdf · share PSAP operations across multiple locations How does it work? Utilizes private or public network facilities