My Keynote Presentation to SunTel customers on October 23, 2014

NG Emergency Services Moving Public Safety into the Millennium

Mark J. Fletcher, ENP (Fletch)Chief Architect – Worldwide Public Safety [email protected] +1 908 848-2602

@Fletch911

mailto:[email protected]

© 2014 Avaya Inc. All rights reserved. 2

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

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

Allegedly, her ex-husband brutally attacked and stabbed her multiple times

Her 9 year old daughter tried to call 911

In fact, she tried to call 4 times, but the calls failed

She was able to rush her 2 siblings to safety

Kari Hunt 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


http://Change.Org/KarisLawhttp://No9Needed.com

HOMEWORK ASSIGNMENT #1

Read about Kari’s LawIf you agree, sign the petitionIf you don’t, pass it on

http://Change.Org/KarisLaw




E9-1-1 is NOT just a box . . .

“Set it and Forget it” might work for Ron Popeil, but it is not applicable to E9-1-1 solutions.

Each 9-1-1 partner offers a solution for E9-1-1, 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 and our Partners


Public Safety Solutions

WHO ARE THE PLAYERS?


Avaya SELECT PRODUCT Partners

911 ETC, Inc. - http://911etc.com– Voice Positioning Carrier for National E911 coverage

– Utilizes 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

– PBX configuration updates for proper routing

– On Site Notification of emergency calls via email and Screen Pop

RedSky Technologies, Inc. - http://redskytech.com – Tracks Moves, Adds and Changes of stations

– Updates the legacy E911 PS-ALI database entries

– EON Notification to PCs

http://911etc.com/

http://911etc.com/

http://911etc.com/

http://conveyant.com/

http://redskytech.com/

http://redskytech.com/



WHAT TECHNOLOGY IS NEEDED?


E9-1-1 Fundamentals

Where is the caller?– PHONE NUMBERS NO LONGER EQUAL LOCATION?

What PSAP does the caller need to reach?– 9-1-1 IS VERY REGIONALIZED

How do I manage user mobility?– MY USERS MOVE, A LOT!

DO I EVEN NEED PS-ALI

DATABASE MANAGEMENT?

HOW TO CONNECT TO

REMOTE PSAPS?

HOW DO I UPDATE THE ROUTING

AND PSAP INFORMATION?

$

$

$


Hosted E911 Services - VPC

What is a VPC? A VoIP Positioning Carrier provides remote E9-1-1 service area connectivity. Required for FCE environments where local trunks have been eliminated

Do VPC’s own network? NO. They resell the services of backbone carriers

What differentiates them? The add on services they provide like Dashboards


Cloud Based Hosted 911 Solution

Core

BranchOffice

Core

BranchOffice

BranchOffice

BranchOffice

Emergency TelecomCompany

Cloud Based 911 is the answerFULL coverage across North AmericaBranch and Remote User SolutionsSeveral levels of protection



100% E9-1-1COVERAGE



100% E9-1-1COMPLIANT



WHAT PARTNER DO I USE OR RECCOMEND?

Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1414

The Emergency Communications Technology Journey…..

Location Based E911

Selective Routing

911 Access

Police BoxDirect Dial

Next Generation 911

Services

Circa 1880 1968 Circa 1985 Circa 1990 2011


1860 1880 1900 1920 1940 1960 1980 2000 2020 2040

Emergency Services Technology

Past 25 Years

INFLECTIONPOINT

134 Years of Communications Technology Innovation

50 Years of Public Safety Technology Stagnation


The problem

9-1-1 is based on 1970’s technology: – Telephone Number (TN) presentation to

the network for routing instructionsCitizen

555-1234

Public Safety

Agency“A”

Public Safety

Agency“B”

Public Safety

Agency“C”

SRDB*555-1234 = Agcy A555-4567 = Agcy B555-6789 = Acgy C

*Selective Router Data Base

Citizen555-4567

Citizen555-6789

Telecom Provider


CLocDB*555-1234 = Addr A555-4567 = Addr B555-6789 = Addr C

The problem

911 is based on 1970’s technology: – Telephone Number (TN) presentation to

the network for routing instructions

– TN Presentation to the 9-1-1 Center for incident location reference

– Registered name

– Registered address

– While this is typically sufficient for a residential citizen, individuals at work have additional challenges due to:

– Large Campuses with multiple buildings

– Unclear street addresses or no address

– Buildings with access control and multiple floors

Citizen555-1234

Public Safety

Agency“A”

SRDB555-1234 = Agcy A555-4567 = Agcy B555-6789 = Acgy C

*Caller LocationData Base

Telecom Provider

555-1234David Smith3324 Arch St


The primary confusion is the granularity of detail needed

Since we are used to the ‘residential model’, the initial inclination is to have a Public ALI record for each individual.

– Large Database

– Complex to manage

– Incurs monthly costs

There are 50 phones on this floor, imagine 10 floors in the building and 3 buildings in a campus.

That becomes 1500 TN’s to be managed monthly.


Even at a seemingly affordable $2 per device per month

1,500 Records$3,000 Monthly

$36,000 Annually


This now becomes a reasonable monthly OPEX

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

ZONE

Response AddressA

Response AddressB

Response AddressC

30 Records$60 Monthly

$720 Annually


Emergency at Cube 2C-231 – Where is that!?

Responders on scene need to be ready and know help is coming.

?

?

?


Enterprise Location Situational Awareness

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


KARI’S LAW - Basic System Requirements

Direct access to Emergency Services with or without 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


Location Discovery

Understanding where the emergency is occurring is the key piece of information required to provide assistance.

However the problem can be tackled – with cooperation from the network staff.

What is perceived as the biggest Enterprise challenge?


CableMgmt

PBXUser Data

WLANUser Data

EnviroInfo

LDAP

ActiveDirectory

Opt InInfo

Smart Building

Common VoIP Location Discovery Mechanisms

Subnet (Zone Level reporting)

IP Subnet maps to floor plan

Instantaneous discovery

Switchport (Station Level reporting)

Maps to jack via wiremap

Near real-time discovery

ADLR

Additional DataLocation

Repository

Data is packaged ready for pick-up by

Public Safety or Designated 1st Responders


Enhanced On Site Notification with ADDITIONAL DATACorrelation of Information

• Screen Pop Alert Clients can be anywhere

• Detailed Floor Plans / Video

• Integrations with Smart Building Data

• Mobile apps, Web based or Reader boards

By empowering the Enterprise with information about the incident they can contribute additional data simplifying the call for help.

A hang up call now becomes a hang up with high temperature readings in the area.


Remote and Home-based Devices

IP allows devices to be remote and nomadic– Work-At-Home

– Mobile clients on laptops

– BYOD devices and smartphones

– You CANNOT route to remote 911 networks without trunks

VPC Provider is required for REMOTE users– Coverage for physical IP phones

– User Dashboards to manage locations

– Routing to 911 centers across North America

– Integration with on-premise solution


Next Generation Public Safety Solutions

WHAT’S CHANGING?


Yesterdays network was cumbersome and complex

EnterpriseLocationDatabase

SRDB MSAG

Databases

Calltaker ANI/ALI

Screen Pop

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

ANIALI

Databases

PHONE NUMBER QUERY

908-848-2602CUBE2C231


While extremely profitable, the legacy network model cannot survive new customer technology and market demands for

affordable Emergency Call Handling in the Enterprise

NG911 is here now, and Legacy E911 is dying on the vine


Next Generation911 ESINet

Tomorrows network is sleek and rich with user data from the source

EnterpriseLocationDatabase

Calltaker Screen Pop

Emergency SESSION with PIDF-LO Information Elements

908-848-2602CUBE2C231

Got anything else? Like a floor plan maybe?

SURE DO!HERE IT IS . . .



WHAT TECHNOLOGY IS NEEDED?


Phone Numbers Are No Longer Relevant for Public Safety

Communications today is focusing on:• UC• Mobility• Nomadic Behavior

This BREAKS the current E911 model

Phone numbers are no longer reliable for location determination

MIGRATION?! FUTURE PROOF?!IT’S NOT EVEN AN OPTION


Time for NEW tricks AND A NEW DOG. . .

Take a nap ALI. . . I got this covered . . .


NG 911 is going to take a NEW breed of solution

INNOVATION

FLEXIBILITY

FORWARD THINKING

YOU WOULD THINK THE ‘INDUSTRY LEADERS’ WOULD HAVE FIGURED THIS OUT

MAYBE THEY HAVE ONLY BEEN FOCUSED ON THE BOTTOM LINE


Enterprise Public Safety Solutions

THE REAL COST OF NOT UNDERSTANDING 911


Actual Analysis of a Recent DealLegacy E911 Competitor NG 911 Competitor

Screen Pop

Number of dest included – Optional $10K (includes 10 locations)

Optional $500 (includes 10 locations)

Charge for addl dest - $500 each $50 eachAudible – YES YESLocal Print - YES YES

Incident Notes – NO YESPop On Top of All Windows - YES YES

EmailNumber of dest included - Unlimited UnlimitedCharge for addl dest – N/A N/A

SMSNumber of dest included - Unlimited UnlimitedCharge for addl dest – N/A N/A

No Response Escalation Definable Timer – NO YES Definable Destination NO YESRouting of Alerts Based on Zone - BLDG Only Customer definable Based on Other NO Customer definableSystem wide licensing per endpoint 1 to 2400 25.00 3.00 2401 and up 22.50 3.00Overall cost per endpoint based on 5600 endpoints

35.05Approx $10-$12 based on final

configuration

TOTAL $200,000 TOTAL $75,000

Their base feature is 20X the priceAdditional locations are 10X the price

Emergencies are never planned

Someone NOT acknowledging may be an important factor

Data you ALREADY OWNis being displayed to people YOU ALREADY KNOW . . . .


Deliver detailed location information ‘by reference’ today and ‘by value’ using SIP in the future . . . .

SRDB and ALI databases will NO LONGER BE REQUIRED

Nor will their management and monthly fees.

Next Generation Emergency Services:

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

NG Emergency Services Data Aggregators

ANI/ or Location Data

Over the Top NG Emergency ServicesGetting the network ready TODAY = No Migration

© 2014 Avaya Inc. All rights reserved. 39** Photo Courtesy of Brentwood 911 Communications, Brentwood, TN


My Smart911™ Profile

2 STORY HOME

BEDROOMS ON SECOND FLOOR

FURNACE IN CRAWL SPACE

DETACHED GARAGE

GARAGE DOOR

OFFICE

DOOR

BASEMENT ENTRYUNDER FRONT STAIRS

ROAD

DRIVEWAY

OFFICE AREA IN DETACHED GARAGERESIDENT WORKS FROM HOME

Normal Vehicles:1995 Blue Jeep Wrangler2010 Taupe Chevy Equinox

REAR DOOR ENTRYGROUND LEVEL DECK

DOOR

DO

OR

DO

OR

DO

OR

Smart911.Com


Homework Assignment(Optional but highly reccomended)


HOMEWORK ASSIGNMENT

Create you OWN free Smart911 Safety Profile

Smart911.Com


That was a lot of information, but in reality, we just scratched the surface . . .

Every business is different and has very specific needs and use cases for their employees . . .

Avaya offers a 911 consulting engagement becauseSometimes you don’t know what you don’t know. . . .



Summary

Current and Emerging Technologies can enhance public safety TODAY

Routing of Information is becoming the critical capability in a PSAP

Current Demographics and Behaviors are Changing


Available on iTunes and SoundCloud

http://SoundCloud.com/AvayaPodcasthttp://SoundCloud.com/Fletch911http://www.avaya.com/APN

http://www.avaya.com/Fletcher

The Avaya Podcast Network
