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EENA Operations Document – eCall
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EENA Operations Document
eCall
Title: eCall EENA Operations Document
Version: 1.6
Code: 3_1_5_eCall_v1.6.doc
Revision Date: 04-04-2012
Status of the document: Draft For comments Approved
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This document was written with contributions of members of the Call Taking EENA Operations Subcommitees. The members of this Subcommittee are:
Subcommittee
Members
Country /
Organisation
Subcommittee
Members
Country /
Organisation
Blaha Manfred Federal Ministry of the Interior - AT
Maroscikas Tadas
Lithuanian Emergency Response Centre -LT
Brincat Mark B Civil Protection Department - MT
Martins Carlos
Comisió de Segurança Pública – PT
Bruneteau Frédéric PTOLEMUS Consulting Group
Medland John BT
Casse Bertrand
Andrew Wireless
Solutions, a
CommScope Company
Norman Jerry AVAYA
Claasen Alex Avaya
O’Brien Tony
Commission for Communications Regulation –IE
Clop Natalia 112 Catalunya - ES Paris Jérôme EENA
Cherri Marco EENA
Potužák David Telefónica Czech Republic, a.s.
Cipriani Cristina ATX Rahman Naweed Cassidian
Clinch Guy Avaya Rivier Sylvain Alcatel Lucent
Dawson Martin
Andrew Wireless
Solutions, a CommScope Company
Ruiz David 112 Catalunya – ES
Del Rey Diego 112 Murcia - ES
Sammut Trevor
Police General Headquarters – Information
Technology Section –
MT
Fletcher Mark Avaya Seddik Farid Newtel
Gillies Jim Global Crossing
St Jean Richar Cassidan Communication
Gomez Iratxe Atos Origin Terpstra Tjerk EENA
Gramatikov Stoyan Ministry of Emergency Situation – BG
Thimonier Pierre Alcatel-Lucent
Grososiu Andrei
Special Telecommunications
Service –RO
Tiquet Éric Cap-Gemini
González Victor Atos Origin Tschoefing Hannes IETF/EENA
Hines Stephen London Ambulance Service NHS Trust –UK
Van Alphen Willem
Netherlands Police Agency (Klpd) - NL
Heward Andy London Ambulance Service NHS Trust - UK
Vandedrinck Jan
Service Public Fédéral
Intérieur - DG Sécurité Civile - BE
Jänin Gregor Disponet
Weynants Alex Newtel
Jerry Norman Avaya Werner Marc Qualcomm
Laszlo Gondor Agency for Information Technology - HU
Wittmann Helmut Siemens-Enterprise
Lumbreras Cristina EENA
Machado Gary EENA
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Table of contents
1 Introduction .................................................................................................................................. 4 2 Legislation .................................................................................................................................... 4
2.1 EU Recommendation on eCall ................................................................................................ 4 2.2 Council Decision on 112 ........................................................................................................ 5 2.3 Universal Service Directive .................................................................................................... 5 2.4 Commission Recommendation on caller location ....................................................................... 5 2.5 Roaming Regulation.............................................................................................................. 5 2.6 EU telecoms rules ................................................................................................................. 5 2.7 European Parliament issues resolution on universal service and the 112 emergency number. ........ 6
3 Approaches to provide eCall ............................................................................................................ 6 4 Means to initiate an eCall ............................................................................................................... 7 5 eCall service stakeholders ............................................................................................................... 7 6 Minimum set of Data ...................................................................................................................... 7 7 Table of relevant applicable standards .............................................................................................. 8 8 Pan European eCall ........................................................................................................................ 9
8.1 Overview ............................................................................................................................. 9 8.2 eCall Flag .......................................................................................................................... 10 8.3 Models .............................................................................................................................. 11 8.4 PSAP Procedures ................................................................................................................ 12 8.5 Training ............................................................................................................................ 12 8.6 Technical overview ............................................................................................................. 12
8.6.1 Telecommunication aspects ............................................................................................. 12 8.6.2 PSAP technical equipment ................................................................................................ 13
9 Third party services supported eCall .............................................................................................. 14 9.1 Overview ........................................................................................................................... 14 9.2 Operational procedures and agreements for communication between PSAP and TPSP ................. 15 9.3 Technical communication with PSAPs .................................................................................... 15
10 The Harmonised eCall European Pilot Project (HeERO) ................................................................... 16 11 Recommendation to stakeholders ............................................................................................... 16
11.1 Pan European eCall............................................................................................................. 16 11.2 Third Party Services supported eCall ..................................................................................... 17
12 EENA Requirements .................................................................................................................. 17
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1 Introduction
Traffic accidents are one of the major causes of deaths and injuries in Europe. A timely and
efficient intervention of emergency services is crucial to save lives and reduce human suffering.1
In many situations, the passengers of a vehicle involved in an accident may not be in a position to
call using a mobile phone, because either they have been injured or trapped or do not know the
local emergency number to be called. Additionally, they may be unable to provide emergency
services with a precise location, not only because they have suffered an accident but also because
they may only have a very approximate idea of their location, especially if travelling on rural roads
or whilst travelling abroad. Furthermore, travellers driving abroad may have language problems
trying to communicate with emergency services. It is worth mentioning that there are studies
which demonstrate that someone speaking to them and caring about what happened has a positive
impact on the stress levels of the people involved in an incident.
Moreover, there are many situations where there may be no witnesses because of the location or
time of the accident.
These are the main reasons why there is a need for an automated method to alert about accidents.
eCall is an in-vehicle emergency call system which automates the notification of a traffic accident.
It transmits data from the vehicle and establishes a voice channel between the vehicle passengers
and the emergency services.
The objective of this Operations document is to assemble all currently available information about
the issue. As in all EENA Operations document, recommendations and requirements are detailed.
2 Legislation2
2.1 EU Recommendation on eCall3
The Recommendation adopted by the European Commission the 8th September 2011 ensures that
eCall will be in place by 2015. Mobile network operators have to treat calls from eCall devices like
other 112 calls (free of charge, higher priority in telecommunication networks, etc.). The
Recommendation also indicates that Member States should ensure that mobile network operators
put in place systems to identify eCalls so that they can be routed to an emergency service call
centre equipped to handle them.
Following the Recommendation,the Commission will adopt a set of specifications for the upgrade of
some emergency call response centres (under the Intelligent Transport Systems Directive –
2010/40/EC4) and a proposal for a Regulation to require eCall devices meeting the required
technical specifications to be fitted to all new models of passenger cars and light vehicles from
2015 in order to obtain EU-wide type approval.
1 http://www.esafetysupport.org/en/ecall_toolbox/related_studies/
2 Source: http://ec.europa.eu/information_society/activities/112/rules/index_en.htm
3 http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2011:303:0046:0048:EN:PDF 4 http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:2010:207:0001:0013:EN:PDF
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2.2 Council Decision on 112
(July 1991) Council Decision on 112 was adopted. Members States were required to introduce the
single European emergency number 112 in order to make emergency services more accessible,
especially for travellers. The single European emergency number 112 operates alongside the
existing national numbers in most countries and will not replace existing national emergency
numbers.
2.3 Universal Service Directive
(March 2002) Universal Service Directive is adopted. The Directive further detailed the
following requirements concerning 112 services:
Free of charge: Member States must ensure that users of fixed and mobile telephones,
including payphones, are able to call 112 free of charge.
No discrimination: 112 calls must be appropriately answered and handled, irrespective of
whether 112 or other national emergency numbers are dialled. Some Member States
(Sweden, Denmark and The Netherlands) have introduced 112 as their main emergency
number, while in most Member States 112 operates alongside national emergency
numbers.
Caller location: Member States must also ensure that emergency services are able to
establish the location of the person calling 112. The ability to locate the caller in case of an
emergency may be of great significance in a situation where the person is unable to state
his or her location, which can happen particularly when calling from mobile phones or while
travelling abroad.
Raising awareness: all EU Member States must inform citizens (nationals and visitors) of
the existence of 112 and in which circumstances they should call it.
2.4 Commission Recommendation on caller location
(July 2003) the Commission Recommendation on caller location is adopted. The European
Commission recommended that Member States should implement the “push” method rather than
the “pull” for the provision of caller location information.
2.5 Roaming Regulation
(July 2009) The new Roaming Regulation, which entered into force in July 2009, provides that
citizens using their mobile phone when travelling to another EU Member State will receive an SMS
with information about the European emergency number 112.
2.6 EU telecoms rules
(December 2009) The new EU telecoms rules will ensure that European citizens gain better access
to emergency services by extending the 112 access requirements from traditional telephony to new
technologies (such as VoIP), strengthening operators' obligation to provide caller location
information to the emergency services and improving access to 112 for people with disabilities.
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2.7 European Parliament issues resolution on universal service and the 112 emergency
number.5
(July 2011) The Charter of Fundamental Rights of the EU defined relevant requirements especially
concerning the implementation of articles 2 (Right to life), 3 (Right to the integrity of the person),
6 (Right to liberty and security), 26 (Integration of persons with disabilities), 35 (Right to health
care).
Member States are responsible for the organisation of the emergency services and their response
to 112 calls. The EU legislation requires Member States to ensure that any citizen in the EU should
be able to reach emergency services free of charge when dialling 112.
3 Approaches to provide eCall
In case of a severe crash or after manual activation (see section 4), the in-vehicle system (IVS)
installed in the vehicle will trigger an emergency call. A minimum set of data (see section 6) with
relevant information about the incident is sent automatically and a voice channel with the vehicle is
set up.
The Pan European eCall (see section 8) uses the 112 number to send data and to establish the
voice channel between the passengers of the vehicle and emergency services.
Drivers can also decide to contract a private eCall service supported by Third Party Service
Providers (TPSP) (see section 9) . In this case, the automatic or manually activated eCall arrives
first to the Third Party Service Provider’s call centre and then, in case of real emergency, data and
voice are forwarded to the most appropriate Public Safety Answering Point (PSAP) using the ‘long’
number of each PSAP. To establish an agreement with each TPSP or not is a decision to be taken
by the emergency services authorities.
Pan-European and TPS eCall are services that will potentially coexist. TPS is not replacing public
112 pan-European eCall based on the 112 emergency number. Therefore emergency services have
to be prepared to handle these pan-European eCalls.
5 Source: http://www.europarl.europa.eu/sides/getDoc.do?type=TA&reference=P7-TA-2011-0306&language=EN
Data and voice
112 Most appropriate PSAP
Pan European eCall
Data and voice
Most appropriate PSAP
Third Party
Service
Incident information + voice
PSAP Database
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4 Means to initiate an eCall
Manual eCall: an eCall can be manually activated by vehicle passengers. The design and
implementation of the mechanism to trigger a manual eCall (e.g., SOS button) has yet to
be determined by vehicle manufacturers. In doing so, they have to make best efforts to
minimize the accidental activation of eCall.
Automatic eCall: In case of an accident, the deployment of one or more sensors generates
an automatic eCall with the immediate transfer of the crash data. The generation of this
type of eCall is dependant on the sensors system in the car.
5 eCall service stakeholders
eCall involves a number of different stakeholders all with separate responsibilities and tasks. The
main actors are:
In-vehicle equipment provider(s)
Mobile network operator (MNO)
Telecommunication National Regulators
Authorities (European / national / regional)
Public safety answering point (PSAP)
Emergency response organisations
Third party service providers, in case of TPS eCall
Citizens
Road operators
6 Minimum set of Data
The Minimum set of Data (MSD) has been standardised by the European Committee for
Standardisation (CEN) (see the list of eCall standards in section 7).
In case of accident the public safety answering point (PSAP) receives a standardised set of data
(Minimum set of data – MSD) including the following information (this list is not exhaustive):
Message identifier: MSD format version (later versions to be backwards compatible with
existing versions).
Activation: whether the eCall has been manually or automatically generated
Call type: whether the eCall is real emergency or test call
Vehicle type: passenger Vehicle, buses and coaches, light commercial vehicles, heavy duty
vehicles, motorcycles
Vehicle identification number (VIN)
Vehicle propulsion storage type: This is important particularly relating to fire risk and
electrical power source issues (e.g. Gasoline tank, Diesel tank, Compressed natural gas
(CNG), etc.)
Automatic eCall
eCall automatically generated by activation of the sensors
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Time stamp: Timestamp of incident event
Vehicle location: determined by the on-board system at the time of message generation. It
is the last known vehicle’s position (latitude and longitude)
Confidence in position: this bit is to be set to “Low confidence in position” if the position is
not within the limits of +/-150m with 95% confidence
Direction: helpful to determine the carriageway vehicle was using at the moment of the
incident
Recent vehicle location n (Optional): vehicle’s position in (n-1) and (n-2)
Number of passengers (Optional): number of fastened seatbelts
Optional additional data (Optional): in some cases, optional data may be available in the
MSD (at the vehicle manufacturer discretion). This data incorporate a tag for the
identification in the beginning of the optional data (type and structure identification). This
data will be registered and maintained. PSAP will have free access such data registry data.
7 Table of relevant applicable standards6
Pan-European eCall Operating Requirements – (PEOR) CEN EN 16072
eCall High Level Application Protocols (HLAP) CEN EN 16062
Third party services supported eCall –Operating requirements CEN EN 16102
eCall Minimum Set of Data CEN EN 15722
eCall requirements for data transmission 3GPP TS 22.101
ETSI TS 122 101
eCall Discriminator Table 10.5.135d 3GPP TS 24.008
ETSI TS 124 008
eCall Data Transfer – General Description 3GPP TS 26.267
ETSI TS 126 267
eCall Data Transfer – ANSI-C Reference Code 3GPP TS 26.268
ETSI TS 126 268
eCall Data Transfer – Conformance Testing
3GPP TS 26.269
ETSI TS 126 269
eCall Data Transfer – Characterisation Report
3GPP TS 26.969
ETSI TS 126 969
eCall Data Transfer – Technical Report - Characterisation Report 3GPP TR 26.969
ETSI TR 126 969
Data registry procedures ISO/EN
24978:2009
6 HeERO 112: List of Standards related to pan-European eCall
http://www.heero-pilot.eu/ressource/static/files/ecall_table_of_standards.pdf
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8 Pan European eCall
8.1 Overview
The 112 number is used to send data and to establish the voice channel between the passengers of
the vehicle and emergency services. It is based on a quasi-simultaneous data and voice link over
the same channel. The data link is realised by an in-band modem which has been specifically
designed and standardised for eCall. This approach guarantees an EU-wide availability of prioritised
and free eCall data transmission through established 112 voice call mechanisms. In the case
where the data is not sent or received for any reason, the eCall continues as a normal 112
emergency call.
The eCall is received directly by a public (or under public mandate) safety answering point (PSAP).
The PSAP in charge of handling eCalls may not be the same as the PSAP receiving and managing
normal 112 calls (see section 8.3). This has ye to be defined by the responsible authorities. The
service will be free of charge for the citizen.
All vehicles (The scope of the EU legislation will be passenger cars and light duty vehicles initially
and in the future, other types of vehicles may be equipped with eCall but on a voluntary basis) will
be equipped with the necessary technology with the same technical standards and the same
quality of services objectives.
The eCall in-vehicle system is powered-up and initialised when the vehicle is started.
After the triggering of the eCall (either manually or automatically), other communications that are
in progress are suspended, if needed. Microphone and loudspeakers are fully dedicated to the
emergency call. The in-vehicle system alerts the occupants that an eCall message is being sent.
At the same time the in-vehicle equipment connects to the network and the emergency call to 112
is established and routed to the most appropriate PSAP.
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After the eCall is picked-up by the PSAP telephone system it is routed to the PSAP in-band modem
and the MSD is transferred. At that moment, the PSAP has the automatic information given by the
vehicle available. After this, audio link is established and the PSAP operator is able to hear the
ambient noise and speak with the vehicle occupants, if possible. The PSAP operator may at any
time request that a new MSD is sent (e.g. data appears corrupted or inconsistent, or the PSAP
operator believes that the data may have changed). Once the communication with the vehicle is
finished, only the PSAP is allowed to clear down the call. At all times, the in-vehicle equipment
remains registered to the network to make call back possible.
The Pan-European eCall concept benefits from its direct prioritised emergency link to the
appropriate PSAP through the existing 112 mechanisms. The 112 call over the mobile network is
guaranteed to work in all European countries for free, even if no roaming agreement between the
vehicle’s home network and the guest network is in place. For the pan-European eCall, the priority
given to normal 112 calls in the mobile network also applies to the eCall data transmission. This
maximises the coverage and availability of the eCall service. The changes required in the mobile
networks are minor (eCall flag – section 8.2 - and PSAP routing tables).
Compared to the TPS eCall, the fact that a direct link to the PSAP is established reduces the
potential sources of failure in the emergency call provision. However, filtering of false emergency
calls (primarily for manual eCalls) will have to be done directly at the PSAP.
8.2 eCall Flag
Some emergency services have required a system to seperate eCalls from 112 calls in order to
route the calls differently. This is the main reason of the eCall flag implementation. The eCall flag
also makes it possible to differentiate automatically and manually initiated eCalls.
The flag is included in the data set travelling with the call triggered by the IVS. The flag enables
the telecommunication mobile network operator to route to a different long number (E.164
number) depending of the nature of the call, i.e. eCalls (also manual and automatically initiated
eCalls) and 112 calls.
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8.3 Models
In the event of an accident, the vehicle dials 112 and establishes a quasi simultaneous data and
voice communication with the PSAP. The PSAP can be public or under public mandate.
Pan European eCall can be implemented using different models. The main differences between the
models are:
All eCalls and 112 calls are routed (or not) to the same PSAP
Manual and automatic eCalls are routed (or not) to the same PSAP
Model I: eCalls routed as 112 calls. The
most appropriate PSAP receives 112 calls
and eCalls.
Model II: all types of eCalls are routed to
a dedicated PSAP only for eCalls. 112
calls continue to be routed to the 112
PSAP.
Model III: manually triggered eCalls and
automatically triggered eCalls are routed
to a different PSAP (it can be the same
PSAP for 112 calls, e.g. dedicated
manual eCall PSAP can be the same as
112 PSAP)
MSD+voice
112 PSAP
automatic eCall PSAP
manual eCall PSAP
Voice+MSD
Voice+MSD
112 PSAP
SOS
MSD+voice
112 PSAP
Most appropriate eCall PSAP
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8.4 PSAP Procedures
PSAPs have to develop new procedures to handle eCalls. eCalls have to receive the same treatment
as other 112 calls (priority, language, privacy, etc.). The call-handling is to be achieved in line with
national procedures and regulation.
Nevertheless, there are special situations which PSAPs have to take into account, e.g. when data
arrives at the PSAP but there is no voice connection or when data arrives at the PSAP and voice
connection is established but nobody speaks.
Issues to take into account:
Silent calls when MSD is available
Silent calls when MSD is not available
Call back
Multiple generation of eCalls: prioritisation of automatic eCall
Request a new MSD
VIN decoding
Management of the “No confidence in position” flag
eCall routed to the wrong PSAP
Forwarding the call to another PSAP
Multilinguism
If the calls are not handled in the same PSAP as 112 calls, protocols to transfer the data to the 112
PSAP need to be established.
8.5 Training
The PSAP operator needs to be trained in the eCalls procedures and software.
8.6 Technical overview
8.6.1 Telecommunication aspects
Network operators:
eCall is supported via wireless communications networks commonly implemented by European
network operators. This ensures the availability of a real time secure transport mechanism that
makes quasi simultaneous data transfer and voice call feasible.
SIM Card:
The in-vehicle system has a valid SIM that enables the provision of the eCall service. It is to be
configured only for the purpose of making an eCall, or it could also be used, in addition and as
optional, for commercial service provision. In the first case, the IVS will be in a dormant mode (not
traceable and active only in case of eCall triggering).
Priority of the call:
eCall has the same priority as a 112 call.
Routing of the 112 call by the network:
Competent authorities have to decide where and how eCalls have to be routed. As already
mentioned, the eCall flag makes possible that eCalls are received by a different PSAP than 112
calls.
Even if eCalls and 112 calls are routed to the same PSAP, it can be decided to route them to a
different group of telephone lines.
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Provision of the location:
The caller (vehicle) location is provided by the MSD through GNSS coordinates. In the event that
the MSD does not reach the PSAP, the caller location is provided by the network operators like for
112 calls.
Roaming:
The in-vehicle equipment has a Pan-European roaming capability as for 112.
8.6.2 PSAP technical equipment
PSAPs have to adapt their equipment to be able to receive eCalls. They need to communicate with
the in-vehicle equipment (IVS) using an in-band modem and they have also to ensure their
software to make the MSD information available for PSAP operators. The PSAP in-band modem has
relatively low complexity. It can be implemented as software running on standard computing
equipment. Before updating the technological equipment of the PSAP, the amount of eCalls that
will be handled has to be estimated.
Currently, the technical equipment of 112 PSAPs may be very different. Some European 112 PSAPs
are equipped with very advanced technology and others only have very basic communication tools.
It is highly recommended that PSAPs are equipped to be able to handle the location of the 112
calls automatically.
PSAPs receiving eCalls will have to be equipped with a server with an in-band modem and have it
connected to the public switched telephone network via a digital interface.
Additionally, a PSAP receiving eCalls is required to be equipped with a software application that
could either be a special eCall application or integrated within the PSAP's interface software. It
should provide at least these functionalities:
warn the operator about a new eCall
display the minimum set of data
decode VIN number
warn the operator about the availability of the voice call
provide a call-back capability
request a new MSD
hung up an eCall
provide a geographical information system: display the location of the vehicle, direction and
the last positions (if available)
etc.
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9 Third party services supported eCall
9.1 Overview
In Private solutions Third Party Service for eCall (TPS-eCall) case data is transmitted to a private
company, known as the third party service provider (TPSP), and voice channel is established
between the vehicle passengers and this TPSP. In case of a real emergency, the TPSP operator
contacts the most appropriate PSAP and forwards all relevant information concerning the event,
including the information specified by the minimum set of data (MSD). If required by the PSAP
operator, PSAP and vehicle passenger can communicate via voice.
In TPS eCall, the emergency data transmission can be realised via the dedicated in-band modem
technology or via other solutions like SMS.
It should be noted that at the PSAP level, pan-European eCall has to be also implemented even if
the majority of vehicles in a specific region are equipped with TPS eCall: roaming vehicles from
other regions might use the pan-European eCall which will then use the direct 112 connection to
the PSAP for eCalls.
Third-Party Service (TPS) eCall is based on using a third party to filter and route the calls prior to
the PSAP routing. Voice call and MSD (or similar) is transmitted to the TPSP Call Center using two
channel communication methodology usually leveraging SMS technology and in-vehicle satellite
positioning technology. The calls are received by call center agents (TPSP operators) and handled
accordingly of the type of the call (emergency call, assistance call, etc.). In case of emergency, the
TPSP operator will transmit both voice and data (an IP address can be also transmitted) to the
appropriate PSAP with jurisdiction at the site of the emergency (if long numbers of this PSAP is
available to the TPSP operator).
TPS eCall will usually be based on the subscription of the customer (vehicle owner) with the third
party service provider, also offering additional services such as assistance calls, breakdown
assistance and/or telematics services.
In case of emergency:
The vehicle calls the TPS centre, making a normal call (not treated as an emergency call by
the mobile network operator) and sends the MSD or similar information (GNSS position,
vehicle identification and sensor information if available).
The data is analysed, treated and, if possible, enhanced by the Telematic service provider
The responsible PSAP will be identified and called via the long-numbers; the accident
information is then exchanged through a voice conversation or other means if available;
Conference Bridge with the driver will be activated if requested by the PSAP operator or the
vehicle occupant(s). Procedures and interfaces for the transmission of the enhanced
accident data (if different from the pure MSD) will have to be agreed between the third
party service providers and the PSAPs in each EU Member States.
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9.2 Operational procedures and agreements for communication between PSAP and
TPSP
The TPSP and the PSAPs have to reach an agreement. TPSPs need to know the boundaries of the
jurisdiction of the PSAPs in each EU member states, their long numbers and how to contact them.
It has also to be established:
how the communication between PSAP and TPSP should take place
Areas of responsibility in case of lost of communication between the PSAP and the TPSP
9.3 Technical communication with PSAPs
Today there are different alternatives:
Voice
Web service data push interface described in CEN EN 16102 Draft Standard (not approved
at the moment)
Integrated interface in the PSAP software
A web based interface which works independently from the PSAP infrastructure and which
required a minimum equipment at PSAP (Pc, internet access); such an interface is today
implemented by some TPSPs.
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10 The Harmonised eCall European Pilot Project (HeERO)7
HeERO pre-deployment pilot, co-funded by the European Commission, addresses the pan-European
in-vehicle emergency call service "eCall" based on 112. During three years (January 2011 to
December 2013), the nine European countries forming the HeERO consortium will carry out the
start-up of an interoperable and harmonised 112 based in-vehicle emergency call system.
Croatia, Czech Republic, Finland, Germany, Greece, Italy, The Netherlands, Romania and Sweden
are all sharing the same high-level objective: prepare the local e112 eCall infrastructure necessary
for the provision of a sustainable eCall service for the European citizens and share their
experiences with the other EU Members and Associated States.
The eCall system will help achieving the EU's objective to decrease the number of severe road
injuries and fatalities to 50%.
11 Recommendation to stakeholders
11.1 Pan European eCall
Stakeholder Action
National Government Establishing the model of eCall reception and handling
Follow the Recommendation C(2011) 6269
National Telecommunications
regulatory authority (NTRA)
Checking that legal requirements are complied with:
Telecoms operator to provide the eCall flag
Mobile network operators Implement the eCall flag
Treat eCalls as 112 emergency calls (free of charge, priority,
national roaming, etc.)
Providing the right routing based on eCall flag following the
instructions of the National Authorities
Providing SIM cards for the IVS (based on commercial
agreements)
Competent Authorities of
Emergency Services
Make sure that emergency services have the necessary means
(including budget) to adapt their systems to eCall
Solve multi-languages cases
Emergency services and their
providers (e.g. Software
Provider)
Infrastructure set-up (e.g. integrate eCall into the PSAP
systems)
Verify that eCall information is correctly received
Training of operational and technical staff
Establishment of operational protocols
Car Industry and their
suppliers
Equip vehicles with eCall following the relevant EU Regulations
Ensure the functionality of the in-vehicle system
Comply with EU Regulations on data protection and free
consumer choice
Traffic Management Authorities Implement an interface with PSAPs to manage traffic
congestions created by accidents
7 HeERO project website: http://www.heero-pilot.eu/view/en/index.html
EENA Operations Document – eCall
EENA asbl
[email protected] - www.eena.org
is a non-for-profit association
17
11.2 Third Party Services supported eCall
Stakeholder Action
National Government Regulating the co-existence of TPSP based solutions, today
present on the European market [this is not mandatory for
Member States]
National Telecommunications
regulatory authority (NTRA)
Not involved in the TPSP eCall
Mobile network operators Providing SIM cards for the IVS (based on commercial
agreements)
TPSP Provide appropriate number of call centres and trained operators
available 24/7
Creation of a PSAP database
Establishment of protocols to communicate with PSAPs (if the
PSAPs agree)
Establishment of a Multi-language system
Filtering of false alarms (Call Center based services)
Development of an interface which offers a safe way to transmit
detailed crash data to PSAPs and Traffic Management Authorities
(if PSAPs and TMAs agree):
Clear and structured data transmission
Exact and detailed location description (address, map,
coordinates)
Vehicle information (car model, color, number plate)
Sensors data visualization (by automatic eCall)
Multiple languages
Competent Authorities of
Emergency Services
No specific equipment needed. TPSP will adapt its equipment to
the needs of PSAPs (if PSAPs agree)
Emergency services and their
providers (e.g. Software
Providers)
Establishment of operational protocols
Training of operational and technical staff
Car Industry and their
suppliers
Ensure the functionality of the in-vehicle system
Comply with EU Regulations on data protection and free
consumer choice
Traffic Management Authorities No specific equipment needed. TPSP will adapt its equipment to
the needs of the TMAs (if TMAs agree)
12 EENA Requirements
Requirements
Procedure A clear procedure is well known by call takers for handling eCalls
(pan-European and existing TPS)
Interoperability procedure
(if needed)
A procedure has been established to communicate with other PSAPs.
Agreements between TPS
and PSAP (if needed)
An agreement has been established between some TPSP and the
PSAP of some Member States
PSAP equipment eCalls receiving ICT system has the same availability and
performance requirements as 112 calls receiving system