Next Generation Emergency Services: Intelligent Routing and Multi-Modal Emergency Communications

Next Generation Emergency Services

Intelligent Routing and Multi-Modal Emergency Communications Mark J. Fletcher, ENP Chief Architect Avaya Public Safety Solutions

© 2012 Avaya Inc. All rights reserved. 2 2

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


What’s 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


The 9-1-1 Network Model Today

• Assumes Phone Number = Location

• Simple Architecture

Analog technology based on fixed endpoints

• Static Locations

• Predictable MAC work


The User Reality Today

PSAP

E9-1-1

Selective

Router

PSAP

PSAP

MSAG

PS-ALI ALI

PSTN

• Telephone Number < > Location

• Complex Network Topology

• Users are Nomadic

• Mobility is often unpredictable

IP technology based on MOBILITY

© 2012 Avaya Inc. All rights reserved. 6

Where we need to go today


2011 – NENA i3 Delivers 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


Why Move to Next-Generation 9-1-1?

Increase Capabilities

Reduce and Control Cost

Increase Capacity

Drivers

More STUFF – Less COST



GIS/Map & CAD Integration

Geo-spatial call routing (location)

SMS, Real-Time-Text and media (video, images)

SIP (NENA i3 compliance)

Capabilities

Cool STUFF – Less TIME



PSAP Consolidations

SaaS Offerings (Hosted NG PSAP)

Leveraging Existing Investment

Costs

Less COST – More STAFF


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


NENA i3 Collaborative Conferencing

ESInet Host

Data Exchange

Multi-Media PC3 Bridge





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2

3

4

5

Persistent Data Automatic Crash Notification

1. Vehicle involved in an accident

2. OnStar sends 9-1-1 Provider

vehicle telemetry data

3. PSAP establishes conference

with appropriate agencies and

resources

4. Data is analyzed

5. Trauma resources

are readied in

advance

•Intelligent Data – Intelligent Devices •Intelligent Network – Proactive Management •Intelligent Routing – Situational Awareness •Intelligent Delivery – Work Flow Assignment



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2

3

4

5

Persistent Data Callers with disabilities

1. Caller initiates Total Conversation call for assistance

2. Carrier connects caller to

Public Safety network

3. PSAP establishes conference

with Video Remote Interpreter

4. VRI is added via

split screen video

5. Recording and logging

from ALL parties

•Intelligent Data – Intelligent Devices •Intelligent Network – Proactive Management •Intelligent Routing – Situational Awareness •Intelligent Delivery – Work Flow Assignment



ESInet

Backbone of NG9-1-1

High Availability Redundant

Metro Ethernet / MPLS

E9-1-1 Tandem

LEGACY NETWORK

MSAG ANI ALI

ESRP

Call Routing (ECRF)

Location Validation (LVF)

NG9-1-1 Data

Services

Data

GIS

Selective

Router

Legacy Network

Gateway

Legacy PSAP

Gateway


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


Avaya’s Vision and Strategy for Citizen Experience Management


Jay Roberts

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May 6 at 10:32am Like Comment

Midwest Hey Jay, we’re sorry we hit a low note

with you. We’d like to help, please click

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May 6 at 10:33am 2 people

Mobile Social

Video Digital

Manage multiple calls, just like in the

office

Quickly find all

your contacts

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

http://bit.ly/iMRgWZ

© 2012 Avaya Inc. All rights reserved. 19 ©2010. All rights reserved.

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Workforce Optimization

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9

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

http://images.google.com/imgres?imgurl=http://www.clker.com/cliparts/0/f/c/2/1195445181899094722molumen_phone_icon.svg.med.png&imgrefurl=http://www.clker.com/clipart-12243.html&usg=__a1YqNyZp2tXi8iHFQ1P0Zk2dRYc=&h=297&w=297&sz=14&hl=en&start=179&itbs=1&tbnid=1t5zVrxkONAgPM:&tbnh=116&tbnw=116&prev=/images?q=phone&gbv=2&ndsp=20&hl=en&sa=N&start=160


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 Gexel’s environment will be supported.


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 What’s Next On the Horizon

Proactive multichannel differentiation, efficiencies, cost reduction

Unified event based predictive dialing & multimedia notifications

Best-time-to-outreach customer strategies

DE

SIG

N

MA

NA

GE

ME

NT

INTERACTION

PERFORMANCE

EXPERIENCE


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 What’s 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

DE

SIG

N

MA

NA

GE

ME

NT

INTERACTION

PERFORMANCE

EXPERIENCE


Avaya Presence in Public Safety

Avaya employees maintain active memberships with several industry organizations in the US and Europe

E9-1-1 & NG9-1-1 workgroup contributions including:

– NENA MLTS Model Legislation

– NENA NG9-1-1 ESI Network Design

– NENA NG9-1-1 Additional Data

– NENA NG9-1-1 Transition Plan

www.nena.org www.apcointl.org www.eena.org www.e911institute.org

http://www.smartbrief.com/nena

http://www.eena.org/


How do we move the bar?

Technology

Next Generation Emergency Services: Intelligent Routing and Multi-Modal Emergency Communications