1. The Future of Emergency Communications: Next Generation 9-1-1 Intelligent Routing and Multi-Modal Emergency Communications Mark J. Fletcher, ENP Chief Architect Avaya Public Safety Solutions

2. 2012 Avaya Inc. All rights reserved. 22 Todays agenda Introduction Changing 9-1-1 Industry Landscape Next Generation 9-1-1 and Avaya Q&A Session 3. 2012 Avaya Inc. All rights reserved. 3 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 thats not what we teach our children 4. 2012 Avaya Inc. All rights reserved. 4 5. 2012 Avaya Inc. All rights reserved. 55 Level Set on Current State Voice call routing is static and based on limited variables: ANI -> Location Class of Service Customer / Account Information The existing 9-1-1 infrastructure is built around these three basic components Phones ANI/ALI Class of Service Account Info 9-1-1 6. 2012 Avaya Inc. All rights reserved. 66 Whats the Future State? Additional Information available with incidents Location Information Floor Plans Multimedia Video Feeds Environmental Data Smart Building Workgroups are currently in motion defining structure and capabilities Control Room Enterprise Network Enterprise User 7. 2012 Avaya Inc. All rights reserved. 77 Industry Factors Influencing NG9-1-1 Adoption State, regional, local consortium level initiatives Legislation Funding Federal/State Grants Budget . High cost to maintain PSAPs, consolidation Technology . 40+ year old architecture, technology refresh cycles PSAP capabilities ... Location, data, multimedia, availability interoperable with other PSAPs 8. 2012 Avaya Inc. All rights reserved. 88 The 9-1-1 Network Design Today Assumes Phone Number = Location Simple Architecture Analog technology based on fixed endpoints Static Locations Predictable MAC work 9. 2012 Avaya Inc. All rights reserved. 99 The User Reality Today PSAP E911 Selective Router PSAP PSAP MSAG PS-ALI ALI PSTN Telephone Number < > Location Complex Network Topology Users are Nomadic MACs are often unpredictable IP technology based on MOBILITY 10. 2012 Avaya Inc. All rights reserved. 10 Migrating to the future with STANDARDS 11. 2012 Avaya Inc. All rights reserved. 1111 NENA i3 Delivering 9-1-1 Calls to PSAPs with PIDF-LO via ESINet Call Taker E9-1-1 Tandem Emergency Caller MSAG Call Taker Call Taker ANI ALI Managed IP Network Emergency Services IP Network (ESINet) User dials 9-1-1 Device or Originating Network sends PIDF-LO in the SIP INVITE Network elements and PSAP read this Location Object packet and provide call routing and treatment E9-1-1 Session can have multimedia added if requested ANI/ALI Databases and CAMA become irrelevant at this point 12. 2012 Avaya Inc. All rights reserved. 1212 Why Move to Next-Generation 9-1-1? Increase Capabilities Reduce and Control Cost Increase Capacity Drivers More STUFF Less COST 13. 2012 Avaya Inc. All rights reserved. 1313 Why Move to Next-Generation 9-1-1? GIS/Map & CAD Integration Geo-spatial call routing (location) SMS, Real-Time-Text and media (video, images) SIP (NENA i3 compliance) Capabilities Less COST Cool STUFF 14. 2012 Avaya Inc. All rights reserved. 1414 Why Move to Next-Generation 9-1-1? PSAP Consolidations SaaS Offerings (Hosted NG PSAP) Leveraging Existing Investment Costs Cool STUFF More STAFF 15. 2012 Avaya Inc. All rights reserved. 15 Processing Call Events the Old School Way 16. 2012 Avaya Inc. All rights reserved. 1616 Traditional E9-1-1 Inter Agency Routing E911 Tandem MSAG ANI ALI ANI/ALI BID TRANSFER 17. 2012 Avaya Inc. All rights reserved. 1717 Traditional E9-1-1 Inter Agency Routing E911 Tandem MSAG ANI ALI ANI/ALI BID TRANSFER Recording 18. 2012 Avaya Inc. All rights reserved. 1818 Traditional E9-1-1 Inter Agency Routing E911 Tandem MSAG ANI ALI ANI/ALI BID No interagency connectivity No data transfer Limited Geography Inefficient / Disparate Logging Costly mileage based CAMA trunks Recording 19. 2012 Avaya Inc. All rights reserved. 1919 Important details can be left behind Makes post-incident forensics difficult to assemble Each agency in the chain of care loses the complete view of the incident Information becomes fragmented E911 Tandem MSAG ANI ALI ANI/ALI BID Recording Recording Recording 20. 2012 Avaya Inc. All rights reserved. 2020 NENA i3 Collaborative Conferencing ESI Network PC3 Conference 21. 2012 Avaya Inc. All rights reserved. 2121 SMS MMS Session Recording Language Line Poison Control Social Services CALLER 9-1-1 DATA Additional Data NENA 08-003 Section 5.7 Bridging PC3: Persistent Contextual Collaborative Conferencing 22. 2012 Avaya Inc. All rights reserved. 22 ESInet Core 1 2 3 4 5 Persistent Contextual Collaborative Conferencing (PC3) USE CASE: Automatic Crash Notification 1. Vehicle involved in an accident 2. ACN sends i3 Provider vehicle telemetry data 3. PSAP establishes PC3 with appropriate agencies 4. Data is analyzed 5. Trauma resources are readied in advance 23. 2012 Avaya Inc. All rights reserved. 2323 NENA i3 Collaborative Conferencing ESInet Host Data Exchange Multi-Media PC3 Bridge Multi-Media PC3 Bridge Multi-Media PC3 Bridge Multi-Media PC3 Bridge 24. 2012 Avaya Inc. All rights reserved. 24 ESInet Backbone of NG911 High Availability Redundant Metro Ethernet / MPLS E911 Tandem LEGACY NETWORK MSAG ANIALI ESRP Call Routing (ECRF) Location Validation (LVF) NG9-1-1 Data Services Data GIS Selective Router Legacy Network Gateway Legacy PSAP Gateway 25. 2012 Avaya Inc. All rights reserved. 2525 Avayas Role in the NG9-1-1 Topology End-to-end (Enterprise/Campus -> Network -> PSAP Call Center) NENA i3 standards compliant, independently deployable, proven interoperability with third party components and solutions Avaya Aura Enterprise Originate NG Sessions Avaya DevConnect Partners delivering NENA i3 compliant Geo-spatial NG routing An Avaya Aura PSAP NG Call taker Desktop NG9-1-1 PSAP CPE or Hosted NG9-1-1 Network (ESInet) Enterprise, community IP/SIP911 voice, SMS, video, image. ESRP Call Routing (ECRF) Location Validation (LVF) NG9-1-1 Data Services Data GIS Call Server SIP Phone 26. 2012 Avaya Inc. All rights reserved. 26 Enterprise Networks Today, Enabling NG911 Tomorrow Enterprise customers have advanced data networks already in place Enterprise Location Management (ELM) server in the DMZ with information about: Users and their Devices Location and the Environmental Data Event Correlation This will empower Public Safety to collect additional relevant information enabling better decisions in the field: Temperature Sensors during a fire Video feeds during a robbery Physiological data from individuals Corporate Network Carrier Network ALDR ACDR ANI / URL 27. 2012 Avaya Inc. All rights reserved. 27 2 STORY HOME BEDROOMS ON SECOND FLOOR FURNACE IN CRAWL SPACE DETACHED GARAGE GARAGE DOOR OFFICE DOOR BASEMENT ENTRY UNDER FRONT STAIRS ROAD DRIVEWAY OFFICE AREA IN DETACHED GARAGE RESIDENT WORKS FROM HOME Normal Vehicles: 1995 Blue Jeep Wrangler 2010 Taupe Chevy Equinox REAR DOOR ENTRY GROUND LEVEL DECK DOOR DOORDOOR DOOR 28. 2012 Avaya Inc. All rights reserved. 2828 Avaya Presence in Public Safety Avaya maintains active memberships with several industry forums NENA ENP Certification Key workgroup contributions include: NENA MLTS Model Legislation NENA ESI Network Design NENA NG911 Additional Data NENA NG911 Transition Plan APCO Standards Development Committee www.nena.org www.apcointl.org www.eena.org www.e911institute.org 29. 2012 Avaya Inc. All rights reserved. 29 Avayas Vision and Strategy for Citizen Experience Management 30. 2012 Avaya Inc. All rights reserved. 30 Jay Roberts The expensive new Onyx guitar that I bought at Midwest just last week is already warped! May 6 at 10:32am Like Comment Midwest Hey Jay, were sorry we hit a low note with you. Wed like to help, please click http://bit.ly/iMRgWZ to connect with us live. Thank you! May 6 at 10:33am 2 people Mobile Social Video Digital Manage multiple calls, just like in the office Quic kly find all your cont acts Set presence information Select communication modes Manage contacts, call log & IMs Launch email from history or contact fan Context Driven The Changing Citizen Communication Landscape 31. 2012 Avaya Inc. All rights reserved. 312010. All rights reserved. Avaya Confidential Workforce Optimization Citizen EMAIL Self Service Management & Administration IM Government Applications Public Safety Expert Assist Expert Assist Expert Assist Avaya AuraTM Citizen Interaction Suite Solution & Promise Avaya Flare User Experience Avaya Aura CC 32. 2012 Avaya Inc. All rights reserved. 3232 Smartphone to Agency - Intent and Context Context with interaction Up to now: ANI, collected digits Now via mobile device: Branded Application Data Social Media profile Application history Camera Photos Microphone recordings Geo-Location coordinates Device information Profile Information confirmation from Verint that a co-resident Viewer/CAM for Gexels environment will be supported. 33. 2012 Avaya Inc. All rights reserved. 33 Proactive Outreach Manager What is it? Integrated multichannel outbound solution Why does it matter? Enables proactive outreach to citizens with rich, relevant, multimedia interactive notification and alerts Value and Differentiation Integrated inbound/outbound automation leveraging Avaya Aura Experience portal as core platform Sends personalized Voice, SMS, E-mail notifications Powerful strategy builder to escalate between automated voice, e-mail and SMS Extensive web services for rapid integration Based on the industry-leading VXML platform Lower overall costs of service and improved inbound call volume management Campaign + Customer data SIP Proactive Outreach Manager Live Agent (only as needed) Voice Text E Mail Today Whats Next On the Horizon Proactive multichannel differentiation, efficiencies, cost reduction Unified event based predictive dialing & multimedia notifications Best-time-to- outreach customer strategies DESIGN MANAGEMENT INTERACTION PERFORMANCE EXPERIENCE 34. 2012 Avaya Inc. All rights reserved. 3434 Avaya Speech Analytics 2.0 What is It? Speech search and analytics solution used by Public Safety Analysts and OEM Directors to rapidly and efficiently analyze call recordings. Why does it Matter? Gain key incident intelligence to drive response efficiency, improve agency effectiveness; Improve citizen experience and satisfaction Provides insight into agency performance and resource optimization. Ensure policy and regulatory compliance. Value and Differentiation Based on Phonetic technology, search and index directly on audio content Out-of-the box dashboards and reports for common call center KPIs. Today Whats Next On the Horizon Vendor agnostic reporting of key operational and business KPIs on call recordings. Simple, low effort deployment Automation hands off Integration simple connectivity Scale complete data view Real time actionable intelligence Real-time intervention capable Integrated to overall customer experience analytics DESIGN MANAGEMENT INTERACTION PERFORMANCE EXPERIENCE 35. 2012 Avaya Inc. All rights reserved. 3535 Summary Current and Emerging Technologies can enhance public safety TODAY Routing of Information becoming the critical capability in a PSAP Demographics and Behaviors are Changing 36. 2012 Avaya Inc. All rights reserved. 36 How do we move the bar?