Addressing the Safety Glitch in the 911 System

Addressing the Safety Glitch in the 911 System William Svien EVP, 911 ETC, Inc.

911 ETC, Who We Are The Industry Leader in ASP automation of Enterprise Enhanced 911 A Fully Developed Product An Experienced Management Team An Excellent and Diverse Customer Base Strong Industry Partners and Alliances

911 ETC, Incorporated § Founded in 1995 / Based near Seattle, WA (Everett) § 911 ETC maintains Customer Data 911 ETC provides Enhanced 911 Database Management and On-site Emergency Notification to provide Precise Location Information § 911 ETC interfaces for Customers to National Databases ETC assists in interfacing end-user’s Telecom network PBX (Private Branch Exchange)/Vo. IP Networks with the local PSAP (Public Safety Answer Point) to provide Automatic Number Identification (ANI) and Automatic Location Identification (ALI) necessary for all Enhanced 911 calls.

What is E-911? § Providing Precise Location Information to Emergency responders when a 9 -1 -1 call is placed § If you dial “ 9” or some other numbers to get an “outside line”, chances are that the address that comes up to the emergency responder on the other end of your call does not pin-point your location. The information could be a Billing address or main office location vs. your precise location.

The Challenge of Locating a 911 Caller • Wired Automatic Location Information (ALI) Database 4 Wireless Requires triangulation of two or more towers 4 Non-enterprise Vo. IP Internet Service Provider to 3 rd party ALI Database

The Challenge of Locating a 911 Caller • The complex world of the Enterprise Large geographically distributed private network that can span multiple geographies and governmental jurisdictions Private Switch Automatic Location Information (PS/ALI) Database

Did you know? Approximately 240 Million 9 -1 -1 calls are placed each year in the US? That is approximately: 657, 534 a day 27, 397 each hour 456 each minute 7. 6 every second

15 States with Current E-911 Legislation (Six States have legislation currently pending)

Who is Responsible? A Technical Requirements Document published in February of 2009 by NENA states: “Recent technology innovations have made it critically important for organizations to address the challenge of identifying the location of the users of communications systems during emergencies in the Multi Line Telephone System (MLTS) environment. . . The owner of or leadership of the organization who gains benefit from the services of an MLTS is ultimately responsible to ensure that the information contained in the PS/ALI database is accurate. ”

Why Implement E-911? § Ethical § It is the right thing to do § Protects the organization’s people § Legal § Enhanced 911 is being mandated across much of the U. S. § Various mandates in 20 states; 6 with legislation pending § FCC Vo. IP E 911 Order/S. 428 Vo. IP 911 Bill § Risk Management § Potential liability from employee suit if 911 was unable to respond § New focus on terrorism has heightened awareness § Employee Safety § Visitor / Guest Safety

E 911 Solution Options Do It Yourself: § Least cost on front end § Least cost to maintain (Human capital? ) § Manual process § Responsibility risk liability retained (flag and fix errors)

E 911 Solution Options Automation – Buy a Boxed Solution: § High Cost on front-end § Automated Process § Reasonable cost to maintain § Software maintenance § Human capital costs § Responsibility risk liability retained (flag and fix errors)

E 911 Solution Options Software as a Service (Saa. S) Solution: § Reasonable cost on front-end § Reasonable cost to maintain § Automated Process § Responsibility risk liability shifted to provider (flag and fix errors)

Considerations: Telco Facilities and Routing the 911 Call: § ISDN PRI, SIP, or CAMA Trunks § Central Office SS 7 signaling or equivalent? § Vo. IP Network Positioning Server § Selective Router serving area § Multiple Area codes in Enterprise § PSAP Geographic Serving Area

Considerations: Telco (cont. ) PS/ALI or SIP Gateway (ILEC /CLEC) Locator ID, Informed PRI, Pin. Point Service, Verizon-PSALI 911 Enable, Dash, VIXXI § Build E 911 DID Database § SIP Provider Databases § Submission of Data to Telco § Fix errors and resubmit § Repeat until data is clean § Update Data daily or on schedule § Fix database errors and resubmit to Telco § Error codes DID Range, NENA ID, etc. (Verizon has 72 different error codes)

Considerations: PBX Call Routing • Enterprise networked? • ANI turned on and pushed through to the PSTN (Caller ID presented to network? ) • ISDN, SIP, or CAMA trunks (dedicated) Administration • Telephone location ID set-up within the PBX • Tie station table with location ID to E-911 DID database (s) • Traditional MAC management • User self administration

Considerations: PBX (cont. ) TDM / IP /Hybrid or both • IP users stationary (digital sets) • Remote business sites, virtual offices • Mobility (% of total user community) – Mobile users within the enterprise network – Nomadic IP users • Costs involved to capture/discover mobile users Onsite Notification • Avaya Crisis Alert • Adjunct

Additional Considerations When Implementing an E 911 Solution: § Complicated and time-consuming implementation § A full time employee dedicated to regular E 911 maintenance (moves, adds, changes) § Employee turnover and training § Possible liability risk for unresolved errors § Status and Error Reconciliation

Data Flow Diagram 911 Call Placed Admin. Platform Scheduled Dynamic Directory Export Voice Call Server LAN-Alert ™ Internet LAN ISDN PRI Selective Router 911 ETC Import Processor (E-Mate Auto-MAC) 911 ETC Export Processor (911 Call Center) Public Safety Answer Point 911 ETC Data Center Regional ALI Data Centers)

Campus Vo. IP Discovery Admin. Platform Voice Call Server Scheduled Dynamic Directory Export • DID • Codes • Location TSAPI ISDN - PRI Middleware Selective Router 911 ETC Import Processor (E-Mate Auto-MAC) 911 ETC Export Processor PSAP (911 Call Center) 911 ETC Data Center Regional ALI Data Centers) Station Form Updates • Room • Floor • Jack • Building • Emergency Location Extension Locate 911 -A Discovery Appliance 911 Call

Vo. IP Network positioning and routing 911 Call Admin. Platform Scheduled Dynamic Directory Export Voice Call Server ISDN - PRI Selective Router 911 ETC Import Processor (E-Mate Auto-MAC) 911 ETC Export Processor PSAP (911 Call Center) 911 ETC Data Center 911 ETC (UC) Positioning Server Regional ALI Data Centers)

What is an ELIN? § As defined by NENA: Emergency Location Identification Number § ELINs are used by the Selective Router to determine the proper PSAP termination § ELINs are also required to be used by: § Non-DID telephone stations § Multiple Appearance Numbers § Zone Level E 911 Reporting § The granularity of an ELIN can be as specific as a desk location, or as large as an entire building.

New Common Terms - ERL § As defined by NENA: Emergency Response Location § A location to which a 9 -1 -1 emergency response team may be dispatched. The location should be specific enough to provide a reasonable opportunity for the emergency response team to quickly locate a caller anywhere within it.

E 911 Zones using ELINs / ERLs E 911 ELIN 555 - 4503 ERL 1 EAST WING 2 nd FLOOR ELIN 555 - 4502 ELIN 555 - 4504 ELIN 555 - 4505 FCC considering data accuracy reporting to within 7000 sq. ft from 40, 000 or 25, 000 sq. ft. ELIN 555 - 4506

E-911: Protect the workplace and mitigate corporate risk § Federal and State legislators are poised to take additional action on E-911. § The public expects and deserves the most effective emergency response capabilities at work as they have at home. § Ignoring a known hazard could lead to common-law liability: Corporations have a duty to provide a safe working environment and protect employees from known danger.

E 911 in the News… TMCnet. com www. tmcnet. com/channels/

Excellent Reference Site 911 ETC www. 911 etc. com