911 Consulting - Adding Value by Solving the Problem

9-1-1 Consulting Adding Value by Solving the Problem

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

@Fletch911

Northeast Region MeetingIselin, NJ – February 9, 2015

mailto:[email protected]

© 2015 Avaya Inc. All rights reserved. 2

What’s theNumber

for 9-1-1?


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

When her ex-husband allegedly attacked and began stabbing her, Kari’s 9 year old daughter tried to call for help

She dialed 9-1-1 four separate times on the hotel room phone, but those calls ALL failed

Kari Hunt died from her injuries that day

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 LawThink about what YOU can do to educate your clients


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.

As consultants your role is to help your clients make the RIGHT technology selection based on their specific needs.

Don’t ignore this opportunity to provide consultative value

Relying solely on people who sell E911, without YOUR guidance, will surely create a situation where the client will:

– Under Buy a solution that is inadequate

– Over Buy a solution that does too much

– Implement the wrong technology for their problem

This will ultimately create:

– Poor Customer Satisfaction (What did I pay you for?!)

– Poor Reflection on Avaya and our Consultant/Technology Partners


Values of an E911 Consultant

Consultants are experts at:

– Gathering Relevant Data

– Analyzing Process and Flow

– Identifying Solutions

– Managing Implementation

Technology and Vendor Agnostic

– What’s Available? Issue an RFI

– Who’s Best? Issue an RFP


Starting with the Fundamentals

Common Public Safety Architectures


The Basic E911 Network

9-1-1 is based on 1970’s technology:

– Telephone Number (TN) presentation to the network for routing instructions

Citizen555-1234

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”

SRDB

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

*Caller LocationData Base

Telecom Provider

555-1234David Smith3324 Arch St


Selective Router Service Areas -

May be several areas in one state – ALL interconnected

May be several areas in one state – PARTIALLY interconnected ISOLATED


Selective Router Service Areas -

IF THESE NEVER CROSS STATE BORDERS, HOW DO WE DEAL

WITH ROUTING 911?


E911 Call Routing

The VPC - VoIP Positioning Center


Cloud Based Hosted 911 Solution

Core

BranchOffice

Core

BranchOffice

BranchOffice

BranchOffice


TIER 2VoIP Positioning

TIER 1 Aggregators

US Cloud Based 911 VPC Carriers ExplainedEMEA Based Services immanent with VoxBone

TIER 3Resellers of

Rebranded TIER 2 Services

Service Resellers with Limited value propositionNot typically a Commercial Enterprise play

• Significant Service Differentiation• Variable Deployment Cost Models• Evaluate features/cost carefully

• Distributors• Hosted PBX• Cable/Internet VoIP

• Minimal Differentiation• All provide common services• IP Backbone to US 911 Service Areas

TIER 1 VoIP

PositioningCarriers

PSAP PSAP PSAP PSAP

TeleworkerDashboard

ConsultingServices

NormalizationServices

RedSky911ETC


Emergency Call Routing Center

What it is, and what you and your clients should know . . .


Call Handling for Failed Routing

• In the event that a call cannot be routed (typically a caller ID failure) the VPC will send the call to an ECRC.

• The ECRC manually answers the call, and verbally confirms the location and problem before a warm hand off to the appropriate PSAP.

• This service is a FAILSAFE, and not meant for primary call handling. This CAN and WILL introduce delay.


In the News March 2012 . . . . .


And AGAIN just last week . . . . .

Did this contribute to the student death?Not determined yet

Was this poor implementation?Under investigation

Could this have been done better?Everything can always be done better

• If a consultant was retained on this, and E911 was not addressed with the client, there is a potential for liability concern, or at least brand damage to all parties involved.

• Do you detail E911 operation of an environment and get sign off from the client?

• Do you recommend a particular solution?


E911 Call Routing

Local LEC Based PS-ALI Service


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

– Every phone needsDID service

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


ZONE ZONE ZONE

Response Building A Response Building B Response Building C

3 Records$6 Monthly

POSSIBLY FREE

This now becomes a reasonable monthly OPEX


Enterprise Location Situational Awareness

Enterprise environments can utilize additional data 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


Consulting Concerns for Clients

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!

$

$

$


At Least Provide this: 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

911 Calls need to be answered by the PSAP - Not ‘Bob’ at the front desk

PD


CableMgmt

PBXUser Data

WLANUser Data

EnviroInfo

LDAP

ActiveDirectory

Opt InInfo

Smart Building

NG911 – Contributing to the PSAP Data Stream

ADLR*

Additional DataLocation

Repository

*Defined in the NENA 08-003 V3 Functional Specification for NG911


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

CalltakerANI/ALI

Screen Pop

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

ANIALI

Databases

PHONE NUMBER QUERY

908-848-2602CUBE2C231


Next Generation911 ESINet

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

EnterpriseLocationDatabase

CalltakerScreen Pop

Emergency SESSION with PIDF-LO Information Elements

908-848-2602CUBE2C231

Got anything else? Like a floor plan maybe?

SURE DO!HERE IT IS . . .


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 Deal

Legacy E911 Competitor NG 911 CompetitorScreen Pop

Number of dest included –Optional $10K

(includes 10 locations)Optional $500

(includes 10 locations)

Charge for addl dest - $500 each $50 each

Audible – YES YES

Local Print - YES YES

Incident Notes – NO YES

Pop On Top of All Windows - YES YES

Email

Number of dest included - Unlimited Unlimited

Charge for addl dest – N/A N/A

SMS

Number of dest included - Unlimited Unlimited

Charge for addl dest – N/A N/A

No Response Escalation

Definable Timer – NO YES

Definable Destination NO YES

Routing of Alerts

Based on Zone - BLDG Only Customer definable

Based on Other NO Customer definable

System wide licensing per endpoint

1 to 2400 25.00 3.00

2401 and up 22.50 3.00

Overall 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


Smart911 Screen Capture Courtesy Sumter County Sheriff’s Office – Bushnell, FL


Floor Plans in a Smart911™ Profile


Homework Assignment #2

(Optional but highly reccomended)


HOMEWORK ASSIGNMENT

Create you OWN free Smart911 Safety Profile

Smart911.Com


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

911 Consulting - Adding Value by Solving the Problem

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