1. Enterprise 9-1-1: Emergency Communications and Response Mark J. Fletcher, ENP Chief Architect Worldwide Public Safety Solutions March 2014

2. 2014 Avaya Inc. All rights reserved. 2 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 3. 2014 Avaya Inc. All rights reserved. 3 4. 2014 Avaya Inc. All rights reserved. 4 The National Emergency Number Association estimates there are over 270+ Million calls to 9-1-1 each year in the United States 5. 2014 Avaya Inc. All rights reserved. 5 The California PUC reported that potentially 80% of Enterprise MLTS/PBX Systems need some level of 9-1-1 remediation work 6. 2014 Avaya Inc. All rights reserved. 6 Next Generation 9-1-1 ELIMINATES the current legacy ANI/ALI (telephone number/address) database 7. 2014 Avaya Inc. All rights reserved. 7 There are THREE concerns for 9-1-1 call processing: ACCESS TO 9-1-1 | NOTIFICATION OF 9-1-1 | REACHING 9-1-1 8. 2014 Avaya Inc. All rights reserved. 88 Legislative Landscape ! ONLY 18 States have a reference to MLTS/PBX Laws vary greatly causing confusion ! Chicago 40,000 Sq.ft. ! Massachusetts 22,500 Sq. Ft. ! Virginia 7,000 Sq. Ft. ! California Fire Alarm Zone (pending) Both Avaya and NENA Responded to FCC Notice of Inquiry stating: MLTS Location capabilities are feasible, and [the FCC] should begin a proceeding to establish a timeframe for mandatory implementation. 9. 2014 Avaya Inc. All rights reserved. 99 Recent Legislative Driver FCC Wants Answers! 10. 2014 Avaya Inc. All rights reserved. 1010 Key Dates on the Timeline ! December 1, 2013 Kari Hunt Murdered in Marshall, TX ! December 20, 2013 APN Blog Posted on Avaya.com/Fletcher ! December 27, 2013 Open Letter sent to FCC ! January 2, 2014 Contact made with Pais office ! January 10, 2014 Face to Face meeting with Commissioner Pai and Staff ! January 13, 2014 Statement of Commissioner Pai launching Inquiry ! January 17, 2014 AH&LA Forms Task Force to investigate ! February 3, 2014 Contact made with AH&LA 11. 2014 Avaya Inc. All rights reserved. 11 MLTS Attention in Washington DC - FCC Commissioner Ajit Pai [T]he most important question a caller can answer is still one of the most basic: Where are you? [NG911] doesnt mean that we can ignore problems with the 911 system of today. [O]ne of those problems happens too often when someone dials 911 in places like hotels, motels, office buildings, and schools that use [an] MLTS. I began an inquiry into the state of MLTS 911 [January 2014]. I sent letters to the CEOs of the ten largest hotel chains[.] I hope [that] the FCC can make those choices a little easier for you by [the FCC] fixing the problems of 911 on MLTS[.] 12. 2014 Avaya Inc. All rights reserved. 12 The Anatomy of an E911 Call in the PBX Understanding how it works 13. 2014 Avaya Inc. All rights reserved. 1313 Anatomy of an E9-1-1 Call 911 PSAP gets Voice and ANI Calltaker ANI/ALI Screen Pop PSAP Queries for ALI based on ANI User Dials 911 or 9-911 ARS Matches Calls IP Subnet Map Examined 11 or 911 ELIN exists Or Use ELE Assign Caller ID Enterprise Location Database Call Sent to TELCO CLID -> ANI 911 PSAP Selected ANI Matched to MSAG ANI / ALI Database 14. 2014 Avaya Inc. All rights reserved. 1414 Anatomy of an E9-1-1 Call Enterprise Location Database ANI / ALI Database WAIT! How does the Enterprise DATA get to the PSAP? That step is missing!? 15. 2014 Avaya Inc. All rights reserved. 1515 Anatomy of an E9-1-1 Call WAIT! How does the Enterprise DATA get to the PSAP? That step is missing!? SIMPLE ANSWER . . . IT CANT 16. 2014 Avaya Inc. All rights reserved. 1616 Understanding what is supposed to happen Enterprise Location Database ANI / ALI Database Calltaker ANI/ALI Screen Pop 908-848-2602 CUBE 2C231 PHONE NUMBER QUERY 9-1-1 call with 908-848-2602 as CLID / ANI 17. 2014 Avaya Inc. All rights reserved. 1717 Understanding what typically happens Enterprise Location Database ANI / ALI Database Calltaker ANI/ALI Screen Pop 908-848-2602 CUBE 2C231 PHONE NUMBER QUERY 9-1-1 call with 908-848-2000 as CLID / ANI 908-848-2000 MAIN ADDRESS 18. 2014 Avaya Inc. All rights reserved. 1818 Location Granularity EXTERNALLY ! What level of reporting is needed at the PSAP? Response Address Building Entrance Identifier ! Concentrate on getting the 9-1-1 Dispatcher the details they need to get responders enroute to the scene ! Station Level Granularity is difficult to manage and Costly Terminal equipment requires a Telephone Number to have an ALI record Recurring Cost of TN + Recurring Cost of PS-ALI is prohibitive and requires an application to manage Provides only 20 characters of Additional Information 4TH FL SW SMITH BLDG 19. 2014 Avaya Inc. All rights reserved. 1919 20 Characters is not sufficient to convey information to the PSAP 4TH FL SW SMITH BLDG 4TH FL CUBE 2C231 This information, albeit detailed, means nothing to 1st responders who have most likely never been in the building before. Local onsite awareness is still required to direct responders on scene. 20. 2014 Avaya Inc. All rights reserved. 20 Emergency Responders need USABLE LOCATION details WHEN THEY ARRIVE AT THE CORRECT ADDRESS ? ? ? 21. 2014 Avaya Inc. All rights reserved. 2121 Enterprise Location granularity INTERNALLY ! Enterprise environments can utilize additional call handling technology to aid in response: Designated 1st Response Teams Building Security and/or EMS Any other authorized group or individual ! Data that can be provided includes Floor Plan HazMat IP Video Feeds EMERGENCY 22. 2014 Avaya Inc. All rights reserved. 22 PBX E911 Functionality: Whats built-in; whats not; and why 23. 2014 Avaya Inc. All rights reserved. 2323 Basic System Requirements (Karis Law) ! Direct access to 9-1-1 Eliminate the Trunk Access Code (TAC) ! On Site Notification Alerting to devices that an emergency call has occurred ! Termination of calls internally prohibited unless a trained facility. PD 24. 2014 Avaya Inc. All rights reserved. 24 Location Discovery Understanding where the emergency is occurring is the key piece of information required to provide assistance. What ENTERPRISE E9-1-1 Problems Need to be Solved? 25. 2014 Avaya Inc. All rights reserved. 2525 Device Mobility can add complexity ! Almost any device can be nomadic TDM (Virtual Office) VoIP (User Moves) WLAN (Inherent Mobility) Remote Workers (Nomadic VPN) ! Enterprise MLTS / PBX can provide tracking On Site Notification Proper call routing Caller ID (ANI) Manipulation 26. 2014 Avaya Inc. All rights reserved. 26 Data Correlation Fletch just made a 9-1-1 call Someone needs to see if Fletch is alright Fletch just made a 9-1-1 call AND The ambient temperature near Fletch is 227 degrees! Someone needs to see if Fletch is ON FIRE What E9-1-1 Functionality is required today? 27. 2014 Avaya Inc. All rights reserved. 27 Proper Routing Fletch just made a 9-1-1 call from his VPN phone Fletch is 3 States away, we have no trunks there Fletch just called 9-1-1 from his VPN phone Fletch is NOT on the corporate LAN and needs to be routed to a VPC Someone needs to see if Fletch is ON FIRE, again What Other E9-1-1 Problems Need to be Solved? 28. 2014 Avaya Inc. All rights reserved. 28 ! In addition to the PBX having data, what about: LDAP HR Databases Directories Maps Cable Plant ! Does mail get delivered to your cubicle? ! Chances are you already have the information you need to locate someone in the building Identify the problem . . . Then fix it Graphic Copyright and courtesy Scott Brinker @chiefmartec http://www/chiefmartec.com 29. 2014 Avaya Inc. All rights reserved. 29 What about ECaaS and the Cloud? I have been told that this is the way forward for everything, so why not for E911? Isnt everything going to be in the cloud anyway? 30. 2014 Avaya Inc. All rights reserved. 3030 Can/Should E911 be a completely Hosted Solution? PHONE NUMBERS dont equal LOCATION Managing ALI is yesterdays technology E911 Notification belongs on premises Dont get confused by the cloud Planning and Consulting Workshops are Available from Avaya The cloud may be a part of the solution in many scenarios, but still requires local presence for notification and alerting. NO! 31. 2014 Avaya Inc. All rights reserved. 3131 Cloud Based 911 VPC Carriers Explained Minimal Differentiation All provide common service No one carrier provides 100% Coverage TIER 1 VoIP Positioning Carriers PSAP PSAP PSAP PSAP TIER 3 Resellers of Rebranded TIER 2 Services Service Resellers with Limited value proposition Not typically a Commercial Enterprise play Teleworker Dashboard Consulting Services Normalization Services Significant Service Differentiation Variable Deployment Cost Models Evaluate features/cost carefully TIER 2 VoIP Positioning TIER 1 Aggregators Distributors Hosted PBX Cable/Internet VoIP 32. 2014 Avaya Inc. All rights reserved. 32 Watch for Single Points of Failure Not all solutions are created equal. Watch for applications in the call path that could block calls. 33. 2014 Avaya Inc. All rights reserved. 33 Redundancy vs. Call Admission Control Redundancy Redundancydescribescomponentsthatareinstalledto backupprimaryresourcesincasetheyfail. Call Admission Control Some8mescalledlook-aheadrou8ng.Callsonlygoifthey cancompletetothedes8na8on. PBX/MLTS SECONDARY E911 Gateway PRIMARY E911 Gateway PSTN/E911 Network IftheE911gatewayisOFFLINEcompletely,theAvaya ARSwillroutetothesecondaryinstance.Ifthereisa soFfailure,thencallsmayblackhole. PBX/MLTS SECONDARY E911 Gateway PRIMARY E911 Gateway PSTN/E911 Network PBX/MLTS SECONDARY E911 Gateway PRIMARY E911 Gateway PSTN/E911 Network Upstreamproblemsshutdowntheinterface.Thisis cri8caltopreven8ngtheblackholescenario. PBX/MLTS SECONDARY E911 Gateway PRIMARY E911 Gateway PSTN/E911 Network 34. 2014 Avaya Inc. All rights reserved. 3434 WARNING! DevConnect does NOT test for Call Admission Control ! The Avaya DevConnect program produces System Integration Lab (SIL) notes for each tested product. These notes are intended to detail the exact scenario used by Avaya DevConnect engineers to verify application operation. ! Call Admission Control is not currently part of any SIL notes for any E911 product in the path of the call for E911. ! Customers should be aware and conduct the appropriate testing for their network configuration. 35. 2014 Avaya Inc. All rights reserved. 35 Summary for Today: What we just talked about in 47 simple slides 36. 2014 Avaya Inc. All rights reserved. 36 Summary for Today: What we just talked about in 4 simple slides 37. 2014 Avaya Inc. All rights reserved. 3737 Getting Additional Data to the 911 RESPONDER ! In-Band Not supported today, Analog voice only architecture Not possible today, PSAP technology is limited to ANI/ALI Not feasible today, Too bandwidth intensive for data PSTN PD 38. 2014 Avaya Inc. All rights reserved. 3838 Getting Additional Data to the 911 RESPONDER When its Relevant ! In-Band Not supported today, Analog voice only architecture Not possible today, PSAP technology is limited to ANI/ALI Not feasible today, Too bandwidth intensive for data ! Simultaneous Local Notification and Over The Top delivery of data Easily delivered On Site Easily delivered over Broadband Available TODAY Rich Multi-Media possible PSTN PD Internet/ESInet PSTN PD 39. 2014 Avaya Inc. All rights reserved. 3939 3 Built-in Basic System Requirements ! Direct access to 9-1-1 Eliminate the Trunk Access Code (TAC) ! On Site Notification Alerting to devices that an emergency call has occurred ! Termination of calls internally prohibited unless a trained facility. PD 40. 2014 Avaya Inc. All rights reserved. 4040 Best practices for your deployment - Must Have Features ! No single Point of Failure ! Full support of the Emergency Services functions in the Call Server ! Devices and applications must connect via the approved and supported interoperability points as defined by the Avaya DevConnect program and Product Managers. ! Defined roadmap to NG911 integration with NENA 08-003 V2 requirements and support for Additional Data Repository (ADLR / ACDR) functionality. Enterprise Network Data NG9-1-1 PSAP 41. 2014 Avaya Inc. All rights reserved. 41 Because we are delivering detailed location information via SIP with the call . . . . ANI and ALI databases are NO LONGER REQUIRED Nor is their management and monthly fees. The data PSAPs want is: Floorplans Environmental Data Video Feeds HazMat Material Safety Data Sheets Personal Medical Information (if the user allows) Whatever solution customers buy today, must be ready to take on this new role in the future. Dont buy legacy fire sale technology NG9-1-1 BEYOND TOMORROW: Location URI/URL conveyed in the SIP header Whats Missing from this NG9-1-1 Picture? 42. 2014 Avaya Inc. All rights reserved. 4242 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. 9-1-1 partners offer their solutions 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 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 43. 2014 Avaya Inc. All rights reserved. 4343 http://www.avaya.com/APN http://www.avaya.com/Fletcher -or- http://www.avaya.com/Fletch911 The Avaya Podcast Network