nena development conference

N E N A D e v e l o p m e n t C o n f e r e n c e | O c t o b e r 2 0 1 4 | O r l a n d o , F l o r i d a

The Policy Routing Rules (PRR) WGRay Paddock – StepFunction Strategies LLC

Dan Mongrain – Sr. Solutions Consultant, Bell Canada

Amy McDowell – E9-1-1 Technical Specialist, Greenville County, SC


A little bit about the WG

The PRR WG

38 members

13 members currently representing 9-1-1

Authorities!

2 Documents published so far

V1.0 of a PRR Standard

V1.0 of an Ops Guide


PRRs in other WGs

STA-010 (08-003)!

Inter-Agency Agreements

NG9-1-1 RFP development


Agenda

PRR Standard V1.0 – Dan Mongrain

PRR Ops Guide V1.0 – Amy

McDowell

Discussion of future direction and

wrap up


Dan [email protected]


Policy Routing Function

The Policy Routing Function (PRF) is an integral part of the

Emergency Services Routing Proxy (ESRP)

PRF is how the user can program the NG9-1-1 system to

handle calls beyond the normal routing defined in the GIS

and ECRF

A call is evaluated against sets of rules and conditions to

determine what actions to take

A call is typically evaluated against two set of rules:

One based on the incoming queue of the ESRP (Origination Policy)

One based on the intended target of the call (Termination Policy)


Policy Routing Function

The PRF can be thought of as E9-1-1 SR switch

translations on steroids

Unlike in E9-1-1, these controls are intended to be

available directly to the PSAP and its management

Beyond the basic controls, the responsible Public

Safety users can establish other routing controls

never possible in E9-1-1, based on data in the call

stream and status of PSAP load or availability


NENA Standard for NG9-1-1 Policy Routing Rules

NENA document number NENA-STA-003.1-2013

Working group’s charter was to define a template to guide the

development of Policy Routing Rules (PRR)

In addition, it defines six E9-1-1 scenarios that must be

minimally supported by all NG9-1-1 PRF implementations:

Default route

Scheduled Outages - Maintenance

Scheduled Outages – Time of Day Routing

Unscheduled Outages - PSAP Unreachable

Unscheduled Outages - PSAP Evacuated

Large Scale Disasters


Queues, Queues and Queues

The target of a call is a queue

When routing a call, a queue can be on the

same ESRP, a downstream ESRP or a

downstream PSAP

The queue name should reflect the use: San_Francisco_consolidated_PSAP_Normal_Operations_Emergency_Call_Queue

Alabama_Gulf_Coast Hurricane_Queue

Note: queue names can also appear in reports, long queue names may be

truncated


What’s Good for the Goose…

Is not necessarily good for the gander!

Because PSAP C is the backup for PSAP B’s calls

and PSAP B is the backup for your calls

Does not mean that PSAP C is also a backup for your

calls!

There may not be a Mutual Aid Agreement between

you and PSAP C

Ensure that your rules are specific to your

conditions


Creating Policy Routing Rules Before creating the rules, Mutual Aid Agreements must be negotiated and

agreed upon

No call shall be diverted without an agreement between the intended agency

and the diversion agency(ies)

When drafting rules, an agency must take into account a number of

considerations:

How calls are currently handled

The call volume of the agency and the call handling volume of the diversion

agency(ies)

The capabilities of the diversion agency(ies) (technical and human)

Special characteristics of the served area (geography, demographics,

industries, regulations, etc.)

Past experiences (natural or man-made disasters, large gatherings, etc.)


Policy Routing Rules Creation Approach

Divide and Conquer:

Determine what conditions trigger a

reroute

Determine which agencies are

involved

First the endpoints for the rules

Finally which queue at those agencies


Approach Example for a Default Rule

There must be a default origination rule the PRF typically uses

This rule queries the ECRF to determine the nominal next hop for the

call

This rule must handle exceptions when data required to route the call

is missing or erroneous or when nominal target is not available

Criteria to use to determine if situation exists:Data to Use Data Value

X ECRF does not provide a valid response to the ESRP query

X Service State If Service State is not “Normal”


Approach Example (Cont.)

Entities agreeing to take calls (based on inter-

agency agreements):Used in this Policy Agreements in

place?Alternative Destination

Y Y PSAP A

Y Y PSAP B

Y Y PSAP C

Y Y IMR



Routing instructions (end points):SequenceNumber

Call Routing

1 If location information is unavailable or corrupted, divert the call to PSAP A

2 If PSAP A is unavailable, divert the call to PSAP B

3 If PSAP B is unavailable, divert the call to PSAP C

4 If PSAP C is unavailable, divert the call to the IMR

5 If the IMR is unavailable, provide a “fast busy”



Routing instructions (call queues):Rule

PriorityPolicy Set Name: ESRP 9-1-1 Queue

1 If (ECRF returns valid target URI) then InvokePolicySet(NormalNextHop)

2 If (QueueState(PSAP_A_Default_Route_Call_Queue )=”Active”) then route to PSAP_A_Default_Route_Call_Queue

3 If (QueueState(PSAP_B_Default_Route_Call_Queue )=”Active”) then route to PSAP_B_Default_Route_Call_Queue

4 If (QueueState(PSAP_C_Default_Route_Call_Queue )=”Active”) then route to PSAP_C_Default_Route_Call_Queue ,

5 If (QueueState(IMR_Default_Route_Call_Queue=”Active”) then route to IMR_Default_Route_Call_Queue

6 If (true) then Busy


Time of Day Routing Time of day routing is when time is a condition for routing calls

Typically this would be a termination policy

Rule Priority

Policy Set Name: PSAP A 9-1-1 Queue

1 IF (time-period(timestart=”090000”, timeend=”235959”,byweekday=”MO,TU,WE,TH,FR”)) THEN InvokePolicySet(PSAP_A_Rules)

2 IF (QueueState(PSAP_B_After_Hour_Queue_for_PSAP_A))=”Active”) THEN Route to PSAP_B_After_Hour_Queue_for_PSAP_A

3 IF (QueueState(PSAP_C_After_Hour_Queue_for_PSAP_A))=”Active”) THEN Route to PSAP_C_After_Hour_Queue_for_PSAP_A

4 IF (QueueState(PSAP_D_After_Hour_Queue_for_PSAP_A))=”Active”) THEN Route to PSAP_D_After_Hour_Queue_for_PSAP_A

5 IF (QueueState(IMR_After_Hours_Call_Queue_For _PSAP_A=”Active”) THEN Route to IMR_After_Hours_Call_Queue_For _PSAP_A

6 IF (true) THEN Busy


Maintenance Outage

PSAP is down for scheduled maintenanceRule

PriorityPolicy Set Name: ESRP 9-1-1 Queue

1 If PSAP A Service Status = “Scheduled Maintenance” and (QueueState(PSAP_B_Maintenance_Call_Queue_For_PSAP_A)=”Active”)) THEN route PSAP_B_Maintenance_Call_Queue_For_PSAP_A

2 If (QueueState(PSAP_C_Maintenance_Call_Queue_For_PSAP_A =”Active” THEN route PSAP_C_Maintenance_Call_Queue_For_PSAP_A

3 If (QueueState(PSAP_D_Maintenance_Call_Queue_For_PSAP_A =”Active” THEN route PSAP_D_Maintenance_Call_Queue_For_PSAP_A

4 If (QueueState(IMR_Maintenance_Call_Queue_For_PSAP_A =”Active” THEN route IMR_Maintenance_Call_Queue_For_PSAP_A



PSAP Evacuated Rule

Rule Priority

Policy Set Name: ESRP 9-1-1 Queue

1 If PSAP A Service State = “Unmanned” and (QueueState(PSAP_B_Make_Busy_Call_Queue_For_PSAP_A)=”Active”)) THEN route PSAP_B_Make_Busy_Call_Queue_For_PSAP_A

2 If (QueueState(PSAP_C_Make_Busy_Call_Queue_For_PSAP_A)= ”Active”) THEN route PSAP_C_Make_Busy_Call_Queue_For_PSAP_A

3 If (QueueState(PSAP_D_Make_Busy_Call_Queue_For_PSAP_A) =”Active”) THEN route PSAP_D_Make_Busy_Call_Queue_For_PSAP_A

4 If (QueueState(IMR_Make_Busy_Call_Queue_For_PSAP_A) =”Active”) THEN route IMR_Make_Busy_Call_Queue_For_PSAP_A



PSAP Unreachable Rule

Rule Priority

Policy Set Name: ESRP 9-1-1 Queue

1 If PSAP A Service State= “Service Disruption” and (QueueState(PSAP_B_Service_disruption_Call_Queue_For_PSAP_A)=”Active”)THEN route PSAP_B_Service_disruption_Call_Queue_For_PSAP_A

2 If (QueueState(PSAP_C_Service Disruption_Call_Queue_For_PSAP_A)=”Active”THEN route PSAP_C_Service Disruption_Call_Queue_For_PSAP_A)

3 If (QueueState(IMR_Service_Disruption_Call_Queue_For_PSAP_A)= ”Active” THEN route IMR_Service_Disruption_Call_Queue_For_PSAP_A



Policy Routing Rule Example; Rule consider time and queue state.<rule id="AA56i10"> <conditions> <nena:QueueState> Active </nena:QueueState> <nena:time-period> <time dtstart="19970105T083000" timestart="2200" timeend="0800" byweekday="MO,TU,WE,TH,FR" dtend="19991230T183000"/> </nena:time-period> </conditions> <actions> <priority>5</priority> <nena:route> <nena:recipient> sip:[email protected] </nena:recipient> </nena:route> </actions> <transformations/></rule>


PRR Ops GuideAmy McDowell


Intended Audience

9-1-1 Authorities & PSAPs

Working knowledge of STA-010 and STA-

003

“How to” format useful at any stage

Preparation of and RFI or RFP

Migration to NG9-1-1

Steady-state operations of NG9-1-1 System


How important are PRRs to a NG9-1-1 System?

Critical!

A significant amount of the versatility and

flexibility of NG9-1-1 is implemented via PRRs

One of the touch points 9-1-1 Authorities have in

a NG9-1-1 system

A year after implementing NG9-1-1, a lot of the

satisfaction 9-1-1 Authorities have with the new

system will be related to PRRs


To paraphrase “the Working Group offers

considerations and recommendations

for 9-1-1 Authorities for each stage

(Procurement, Implementation &

Production) and some thoughts

common to all stages”.


NG9-1-1 can incorporate emergency

calls initiated by dialing the digits

“9-1-1” or by dialing a designated

10 digit number or Alternate

Emergency Access Number (AEAN).


Perspectives when dealing with PRRs

2 perspectives when dealing with

PRRs

9-1-1 Governing Authority

PSAP



9-1-1 Governing Authority: as the organization

having administrative jurisdiction over a particular

9-1-1 system, the 9-1-1 Governing Authority

determines the Policy Routing Rules for the

jurisdiction(s) participating in that system. While a

9-1-1 Governing authority governs multiple PSAPs,

the Authority will receive input from the PSAPs

under its jurisdiction in determining the PRRs for

those jurisdictions.



PSAP: as the entity that receives 9-

1-1 calls from a defined geographic

area, the PSAP provides input to the

9-1-1 Governing Authority regarding

the routing of its calls.


Regarding First Steps

Must understand your current PRR

environment

Must understand the new PRR

environment


Document Structure

Preparation of and RFI or RFP


Steady-state operations of NG9-1-1

System


Preparation for a procurement“It is not the responsibility of the Authority

authoring the RFP to understand the technical

details of how PRRs can address its

challenges. It is however the responsibility of

the Authority to understand how it wants to

operate and address scheduled and

unscheduled situations that require diverting

calls to alternative PSAPs.”


Preparation for a procurementCollecting Inter-Agency Agreements

and alternative routing in place today

Identify the limitations imposed by the

selective router in place and how

those can be addressed in NG9-1-1

system



Write out PRRs and walk through

them

Test, test, and then test ‘em again


Steady-State Production

Monitor how calls are flowing

Check reports 9-1-1 Authorities &

PSAPs

Ongoing testing – exercise them to

ensure they work


Amy [email protected]


Final remarksRay Paddock


Possible Future Work?

Standard based on PRRs required to parallel an E9-1-1 environment. V2 to extend into routing only a NG9-1-1 system can do?

Future versions of Both the Standard and Ops Guide will benefit from real-world experience


Other Loose ends?

When to use PRRs and when to create temporary incident-related shape files in the ECRF?

Library of PRRs?Consistency in the user interface?

Common terminology?


Q&A


Ray [email protected]

nena development conference | october 2014 | orlando, florida the policy routing rules (prr) wg ray...

Documents

florida nena standard

rfp development slide

routing controls

policy routing function

normal routing

florida queues

termination policy slide