why enhanced 9-1-1 matters to your organization
TRANSCRIPT
WHY ENHANCED 9-1-1 MATTERS TO YOUR ORGANIZATION
GOALS FOR TODAY
• Review E9-1-1 legislation basics and relation to liability
• Review common issues in 9-1-1
• Discuss key points for a successful E9-1-1 strategy
• Review Spok’s E9-1-1 solutions
• Questions
SPOK AND E9-1-1 EXPERIENCE
MORE THAN 20 YEARS of experience in providing end-to-end E9-1-1 solutions
MORE THAN 400 E9-1-1 systems installed in the U.S. and Canada
Systems are configured based on the requirements of the customer environment.
WHY THE NEED FOR ENHANCED 9-1-1?
– Issuance of a Certificate of Occupancy based on satisfying state E9-1-1 requirements
– For an overview of all E9-1-1 legislation visit: http://www.spok.com/Solutions/Enhanced_9-1-1_Solutions/Legislation_Overview
• Safety
– Keeping customers, employees, students, visitors, and the reputation of the facility safe is a priority for any organization—E9-1-1 is key to this
• It's the law
– A growing number of states require owners of multi-line telephone systems to provide the location of 9-1-1 callers—granularity varies by state
• Building level
• Building and floor
• Station level
PBX/9-1-1 is a legitimate issue
STATES WITH E9-1-1 LEGISLATION
• Alaska
• Arkansas
• Colorado
• Connecticut
• Florida
• Illinois
• Kentucky
• Louisiana
• Maine
• Massachusetts
• Michigan
• Minnesota
• Mississippi
• Nebraska (pending)
• Ohio (pending)
• Pennsylvania (pending)
• Tennessee
• Texas
• Vermont
• Virginia
• Washington
EXISTING LEGISLATION
PENDING LEGISLATION
NO LEGISLATION
E9-1-1 AND LITIGATION
• Average litigation cost per event—over $1M– An eight-year study by Liability Consultants, Inc. found the average jury verdict
• Awarded $1.2M for events on business premises
• Awarded $2.2M for events leading to death
• Legal theory– Liability cases predicated on inadequate security often result in higher awards and
settlements than those based on the criminal act of an employee
– Inadequate security awards averaged $1M, and settlements averaged $1.5M
• Management can no longer consider the corporate checkbook as the only possible target– Owners and managers held to a greater standard of care when the safety of their tenants,
guests, employees, and others is at risk
– Court verdicts hold executives and managers personally liable when they were in a position to make safety and security measure decisions
LET’S GET STARTED
• When 9-1-1 is called from behind your PBX—where does it go?
– 9-1-1 call flow for organization or campus
– Legislation
• What information is the emergency call-taker seeing?
– Could it simply be your main billing address?
• How do first responders know where to find the caller?
– What if there are multiple floors or multiple buildings?
• Do you understand the impact of liability?
– Wrongful death claims typically greater than $2.2M
LET’S GET STARTED
• Do you support analog/digital/IP phones?
• Do you support wired and wireless phones?
• Do you support virtual users?
– Soft client via VPN
• Is notification important to you?
– Textual messages, PC screen pop, LED board…
• Is it important to have Security listen to the call in progress?
–Monitor only call to identify event type
WHEN 9-1-1 IS DIALED IN AN MLTS ENVIRONMENT
WHAT HAPPENS WHEN YOU DIAL 9-1-1?
• “9-1-1—what is your emergency?”
• Residential callers’ phone provides:
– Phone number
– Address
– Usually sufficient to locate 9-1-1 caller
• PBX callers’ phones provide (non-corrected):
– Main billing number
– Main billing address
– NOT location of 9-1-1 caller (i.e., not building, floor, room)
• What if the caller is…– In a multi-story building or
multi-building campus
– Unable to speak or give location information
– Does not speak English
– A nomadic or work-at-home VoIP user
• Emergency response can be delayed
• Help may arrive…but in the wrong place…and perhaps too late
THE PROBLEM
DID YOU KNOW…Brain death starts to occur four to six minutes after cardiac arrest if CPR and defibrillation do not occur during that time
—American Heart Association
EMERGENCY ON CAMPUS: BEFORE E9-1-1
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
EMERGENCY ON CAMPUS: BEFORE E9-1-1
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
A student in Dorm 2 falls down the stairs and has a deep cut. A friend visiting from another school dials 9-1-1 from a campus phone to get help.
EMERGENCY ON CAMPUS: BEFORE E9-1-1
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
The 9-1-1 call is routed to the municipal PSAP for dispatch.
The caller isn’t familiar with the campus, and has trouble describing the exact location.
C1-66ESN=112 006(212) 951-760001/08/2013171 MADISON AVE
951-7600 PBXColumbiaMO
AVAYAATL#= TELCO=VzBX=0.000000000000Y=0.000000000000
COLUMBIA POLICECOLUMBIA FIRECOLUMBIA EMS
Shown: Municipal Call Center Software Without E9-1-1 Integration
MUNICIPAL PSAP CALL-TAKER: BEFORE HAVING AN E9-1-1 SOLUTIONNo detail on building, room, or floor seen by call-taker
EMERGENCY ON CAMPUS: AFTER E9-1-1
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
The 9-1-1 call goes out.
Call routed to municipal PSAP…
C1-66ESN=112 006(212) 951-760001/08/2013171 MADISON AVE
951-7600 PBXColumbiaMO
AVAYAATL#= TELCO=VzBX=0.000000000000Y=0.000000000000
COLUMBIA POLICECOLUMBIA FIRECOLUMBIA EMS
Shown: Municipal Call Center Software Working With E9-1-1 Software
MUNICIPAL PSAP CALL-TAKER: AFTER HAVING AN E9-1-1 SOLUTIONCall-taker notified of exact location information
BLDG 2 FLR 8 NW WALL
EMERGENCY ON CAMPUS: AFTER E9-1-1
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
Campus Security is able to listen in on the 9-1-1 call in progress.
Security officers rush to Dorm 2 to check on the student and direct the ambulance to him.
EMERGENCY ON CAMPUS: AFTER E9-1-1
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
Medical staff in the Health Center receive a Sentry screen pop stating that a 9-1-1 call has gone out from Dorm 2.
EMERGENCY ON CAMPUS: AFTER E9-1-1
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
Campus officials walking through the Campus Center are alerted of a 9-1-1 call in progress via a message to their mobile phones.
Awarenessis the crucial component
THE MOST APPROPRIATE
SITUATIONALneeded to determine
response
EMERGENCY ON CAMPUS
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
EMERGENCY ON CAMPUS
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
A 9-1-1 call reports an individual spotted with a weapon in the stadium parking lot.
EMERGENCY ON CAMPUS
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
Campus Security can listen in on the 9-1-1 call in progress.
The reaction for this type of scenario differs from a medical emergency.
The goal becomes to get people away from the situation.
EMERGENCY ON CAMPUS
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
Campus Security is able to rush to both the Campus Center and the Lecture Center while city police are immediately dispatched to the stadium.
9-1-1 CALL FLOW WITH SPOK
PBX/iPBX
SPOK E9-1-1 IN ACTION
PBX/iPBX
SPOK E9-1-1 IN ACTION
A company employee calls 9-1-1 from behind the organization’s private switch.
The employee is working after-hours, and is having a heart attack, limiting his ability to speak.
PBX/iPBX
SPOK E9-1-1 IN ACTION
PBX/iPBX
SPOK E9-1-1 IN ACTION
The call goes through Spok® Enterprise Alert.
Without Enterprise Alert in place, the call would appear to be coming from the main billing number of this company – a far distance from the actual health emergency.
PBX/iPBX
Central Office
SPOK E9-1-1 IN ACTION
PBX/iPBX
Central Office
SPOK E9-1-1 IN ACTION
Spok Enterprise Alert forwards the ELIN (emergency line identification number) to the local telephone company’s central office.
This info then travels through the selective router, which determines which PSAP should receive the call.
PBX/iPBX
SelectiveRouter
Central Office
SPOK E9-1-1 IN ACTION
PSAP(9-1-1 Call Center)
PBX/iPBX
SelectiveRouter
Central Office
SPOK E9-1-1 IN ACTION
PSAP(9-1-1 Call Center)
PBX/iPBX
SelectiveRouter
ALI DatabaseCentral Office
SPOK E9-1-1 IN ACTION
PSAP(9-1-1 Call Center)
PBX/iPBX
SelectiveRouter
ALI DatabaseCentral Office
SPOK E9-1-1 IN ACTION
The PSAP dips into the public ALI database to determine the location information of the caller.
With the employee unable to speak his location, the call-taker at the PSAP relies on the accurate information contained in the public ALI database, and emergency first responders are dispatched to the scene.
PSAP(9-1-1 Call Center)
PBX/iPBX
SelectiveRouter
ALI DatabaseCentral Office
SPOK E9-1-1 IN ACTION
PSAP(9-1-1 Call Center)
PBX/iPBX
SelectiveRouter
ALI DatabaseCentral Office
SPOK E9-1-1 IN ACTION
PSAP(9-1-1 Call Center)
PBX/iPBX
Enterprise Alert™
SelectiveRouter
ALI Database
Thanks to the accurate information in the public ALI database, first responders are able to locate the troubled caller and administer care without the caller needing to give his building number, floor, or room.
The accuracy of the public ALI database is ensured by the updates sent regularly by Spok Enterprise Alert
Central Office
SPOK E9-1-1 IN ACTION
PUBLIC 9-1-1 NETWORK
ALI DatabasePS/ALI Database
MSAG
9-1-1 Selective Router
PSAPJurisdiction A
PSAPJurisdiction B
PSAPJurisdiction C
MLTS
PBX Station:VoIP
PBX Station:Analog
PBX Station:Digital PSTN
TODAY’S DYNAMIC IP ENVIRONMENTS
9-1-1 Selective Router
PSAPJurisdiction B
PSAPJurisdiction C
• Dynamic
• Complex
• Unpredictable
IP technology is replacing traditional analog and digital
PSTN
ALI DatabasePS/ALI Database
MSAG PSAPJurisdiction A
Dynamic IP Phone
NOTIFYING ONSITE SECURITY
• May be able to assist in rescue
– Trained in CPR
– Trained in AED devices
• Escort first responders to event site
(provide keys to secure areas)
• Clear traffic from event area
• Crowd control
A VARIETY OF NOTIFICATION METHODS
• Screen pops with audible alarm
– Associated incident management window to facilitate logging 9-1-1 call reason, action and disposition
– Call history that is easily retrieved to view how call was handled and play recording if call recording is provided
• Email, pager, text message, printer, LED board
• Call monitoring and recording
– Provides the ability to determine the nature of the call
– Allows for documenting types of calls
EVENT TRACKING
COMMON ISSUES WITH 9-1-1
ESTABLISH PROPER 9-1-1 CALL ROUTING
• In most states: the 9-1-1 network is not ubiquitous
– Usually consists of a single or paired set of selective routers (analog switches)
– Selective routers serve a specific geography
• Cities and the PSAP(s) serving those cities
– Geography is usually based on county boundaries
• One or more counties within the boundary
ESTABLISH PROPER 9-1-1 CALL ROUTING
Enterprise building location variability
• Single site—single or multiple buildings within the same city
• Multiple sites within the same 9-1-1 network
• Multiple sites spanning multiple 9-1-1 networks
• Remote locations spanning multiple 9-1-1 networks that are networked to main node(s) for network ingress/egress
• Remote workers using network access via VPN (could be in a different state)
KEY CHARACTERISTICS OF E9-1-1 SOLUTIONS
• Ensure proper 9-1-1 call routing to reach the appropriate PSAP
• Ensure that the appropriate caller location is provided via the PSAP ALI database retrieval—automate updates to the public ALI database with extension locations
• Ensure that the call-back number provided will allow PSAP to call back to (or near) the phone making the 9-1-1 call
• Notify company personnel through a variety of reach methods (this is not required by law but is best practice for internal first responders, security, etc.)
ENHANCED 9-1-1:HOW SPOK DOES IT DEEPER DISCUSSION
SPOK E9-1-1 SOLUTIONS
SPOK® ENTERPRISE ALERT• Combines the features of ALI Alert and
onsite notification with passive monitoring and integrated call recording
SPOK® ALI ALERT • Not in call path
• Automates data retrieval from TMS or other data source as well as ALI DB upload and error reporting
• Can provide notification depending on PBX
SPOK® VOIP PHONE/ WIRELESS PHONE TRACKING GATEWAY• Tracks IP and wireless phone
movement in real time
SPOK® VIRTUAL E9-1-1• Hosted voice providers• Smaller remote locations and
nomadic/road warrior, tracks IP users’ movement using Internet-based call routing
HOW IS CALLER LOCATION DETERMINED?
• Analog and digital telephones
– ALI database has been pre-populated with location of DID number
– ANI insertion required for non-DID phones or default to main number
• IP wired and wireless phones and softphones
– Determines the location of the telephony devices based on the data switch and port (or phone’s IP address) or wireless access point (WAP) to which they are connected
– Requires association to which device a phone number is currently associated
– Extracting the DN, MAC address, and IP address of the IP phones from the call server’s database greatly simplifies the enterprise’s data administration
UPDATING THE ALI DATABASE
• Digital and analog telephones
– Enterprise user must identify phone location and upload to the public ALI database (Telco’s PS/ALI service―manually or automatically)
• Wired and wireless IP phones
– Emergency Response Locations (ERLs) and Emergency Line Identification Numbers (ELINs) used as means defining these locations
– ELINs and associated ERLs must be uploaded to the public ALI database
– Requires substituting the caller’s number with the ELIN by call server or external application at the 9-1-1 call time
• Diverse networks required to update multiple ALI databases
E9-1-1 CALL-BACK NUMBER
• When a “nearby” DID is inserted, call-back is to that phone
• When ELIN is inserted, call redirection of ELIN to extension making the call is required
– ELIN is an unassigned DID; i.e., in the call server’s table but not assigned to a phone
• ERLs and ELINs can also be used to represent a group of DIDs and non-DIDs
– Example of grouping of non-DIDs: Building and floor or floor segment
– Also enables cost reduction by grouping to minimize number of records in ALI database
VOIP WIRED AND WIRELESS ENVIRONMENTS INTRODUCE ADDITIONAL LOCATION DETERMINATION CONCERNS
• Users can move IP phones from location to location
• Users can also log in and out of IP sets that are stationary (hoteling, hot desking, extension mobility)
• Tracking users within organizations when using IP phones from branch offices, home, or when traveling
• Tracking wireless IP devices
• The challenge is to track phone moves, adds, and changes and ensure PSAP receives the right location on a 9-1-1 call
SPOK’S SOLUTION OFFERINGS—IP PHONE TRACKING
• Determines the location of wired IP phones– Location granularity can be down to the data jack
level
– Instant location of new connections via SNMP traps
– Also location updates via periodic scans of network data switches
– Phone number/MAC address association (e.g., hoteling, hot desking) via PBX-specific APIs
• Determines the location of wireless IP phones– Location granularity down to the wireless access point
area of coverage
– Instant location based on phone movement
• Captures phone inventory (phone number, MAC address, IP address) via PBX-specific API– Greatly simplifies system and database administration
SPOK’S SOLUTION OFFERINGS—VIRTUAL E9-1-1
• Many locations spanning multiple states or multiple 9-1-1 network jurisdictions
– Company consolidating ingress and egress at a limited number of locations
– Smaller remote locations
–Work at home employees using VPN for data and telecom
– Nomadic/road warrior using VPN for data and telecom
• Routes IP users’ 9-1-1 calls using Internet-based call routing to appropriate 9-1-1 network
• Browser-based tool for user to define and select location
ACCURATE CALLER LOCATION
• TDM and analog phones and 9-1-1 calls using a virtual service provider (VSP): enterprise/user must identify phone location
– Automated data input/update: Single data entry satisfies multiple system needs
• Wired and wireless IP phones and softphones: Enterprise must identify where the phone can be located
– Must handle physical phone movement, phone number movement across physical phones and shared line appearances
– ERLs & ELINs usually used as means defining these locations
– Requires ANI insertion by Call Server or external application
Ensure that appropriate caller location is provided via the PSAP ALI fetch by providing a vehicle to update the public ALI database
• For diverse networks, must be able to update multiple ALI databases
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