improve the safety of your campus with technology

IMPROVE THE SAFETY OF YOUR CAMPUS WITH TECHNOLOGY

TODAY’S TOPICS

• Identifying the exact location of a 9-1-1 caller

• Intelligent console for campus PSAP

• Allowing students to request a safety escort via text

SPOK AND E9-1-1 EXPERIENCE

Systems are configured based on the requirements of the customer environment

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

ASK YOURSELF…

• When 9-1-1 is called from behind your PBX—where does it go?

• What information is the emergency call-taker seeing?

• How do first responders know where to find the caller?

• Do you understand the impact of liability?

– Wrongful death claims typically greater than $2.2 million

ASK YOURSELF…

• Do you support analog/digital/IP phones?

• Is notification important in your environment?

– Textual messages, PC screen pop, LED board…

• Is it important to have Security listen to the call in progress?

– Situational awareness

WHEN 9-1-1 IS DIALED IN AN MLTS ENVIRONMENT

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

• Is unfamiliar with the campus layout

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—CPR facts and statisticswww.americanheart.org

Emergency response can be delayed or arrive in the wrong place

THE PROBLEM

EMERGENCY ON CAMPUS: BEFORE E9-1-1

Campus Security

Student Dorms

Health Center

Campus CenterLecture Center

Campus Security

Student Dorms

Health 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.

Campus Security

Student Dorms

Health 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

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

Campus Security

Student Dorms

Health 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.

Campus Security

Student Dorms

Health 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.

Campus Security

Student Dorms

Health Center

Campus officials walking through the Campus Center are alerted of a 9-1-1 call in progress via a message to their pagers and mobile phones.

Awarenessis the crucial component

THE MOST APPROPRIATE

SITUATIONAL

needed to determine

response

EMERGENCY ON CAMPUS

Campus Security

Student Dorms

Health Center

EMERGENCY ON CAMPUS

Campus Security

Student Dorms

Health 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 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 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

PSAP(9-1-1 Call Center)

PBX/iPBX

SelectiveRouter

ALI DatabaseCentral Office

SPOK E9-1-1 IN ACTION

PUBLIC 9-1-1 NETWORK

ALI DatabasePS/ALI Database

9-1-1 Selective Router

PSAPJurisdiction A

PSAPJurisdiction B

PSAPJurisdiction C

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

ALI DatabasePS/ALI Database

MSAG PSAPJurisdiction A

Dynamic IP Phone

CAMPUS PSAP

SPOK PSAP FEATURES

• Pick up an incoming call• Hold• Release• Multi-party conference• Transfer/conference• TDD interface• Dial/last number redial• Internal calling party name display• Full ACD or “square-key” functionality• Display status of:

– Trunks– Lines

• Instant recall recording• Abandoned call recovery/redial• Wireless rebid and reverse rebid• Compatible with digital call loggers/ recorders• MIS package

– Abandoned calls– Call statistics

• Interfaces– Computer-aided dispatch– Mapping systems– Radio system for integrated radio/telephone headset – Synchronized timing source

SPOK PSAP FEATURES

Update

Directory

Picture

Update

Directory

Picture

Caller information from PS/ALI database

Update

Directory

Picture

“Power button” speed dials

Update

Directory

Picture

Premise history showing recent calls or calls from a

specific location

TDD Interface for hearing impaired callers

CAMPUS PSAP FEATURES

• Shared database with Spok enhanced 9-1-1

• Spok® VoIP Phone Tracking Gateway dynamically updates phone location in Spok pc/sap database

• Local database with failsafe

• Abandoned call recovery

TODAY VS. NEXT GEN

Today• Caller location data stored in network database (ALI)

• Upload phone location ALI records prior to the 9-1-1 call

• Calls routed via circuit switched network based on incoming caller ID

• Only voice sessions are supported

Next-Gen 9-1-1• A location information server (LIS) determines/stores phone location for IP and

non-IP phones

• Calls routed via ESInet (IP network)

• PBXs: verified caller location data is stored in an onsite database

• Voice, text, video, picture transmission supported

Expanding the buttons at bottom – addition of buttons for text / picture / video chats

Update

Directory

Picture

Text chat comes in – appropriate button flashes for call-taker

Update

Directory

Picture

Call-taker clicks button to view all currently connected and waiting text-based conversations

Update

Directory

Picture

9148434964

Incoming # Session ID

25245T

63454T

75676T

74357T

45745T

45345T

34363T

66856T

Status Connected With

Position 8

Position 4

Position 13

Position 9

Position 12

Position 1

Answered Waiting

IP Address

23.45.67.34

34.56.23.78

56.23.67.89

23.56.34.78

23.56.68.56

78.45.32.56

12.56.34.67

78.34.56.34

TextF1 F5

Call-taker clicks button to receive incoming text message and continue conversation

Update

Directory

Picture

Communication with (914) 843 4964

Text chat with (914) 843 4964

English

Emergency? PhoneNumber?

Name? Help Address?

Home Address?

Stay CalmWho is Hurt?

LEAVE!! Sex? Age?

Start Log Print MediaEmail

9148434964: Car accident on rt 4 near lincoln ave9-1-1: Is anyone hurt?9148434964: Driver is bleeding but ok9-1-1: We will dispatch an ambulance right away

Save ExitTextF1 F5

“Open Media” button enabled in chat window – allows call-taker to view photo

Update

Directory

English

Name? Help Address?

Home Address?

LEAVE!! Sex? Age?

Save ExitText

Picture

“Open Media” button enabled in chat window – allows call-taker to view photo

Update

Directory

English

Name? Help Address?

Home Address?

LEAVE!! Sex? Age?

Save Exit

Picture

TextF1 F5

STUDENT SAFETY ESCORT REQUESTS

REQUESTING A SAFETY ESCORT

Campus Security

Student Dorms

Health Center

A student leave the Lecture Center after a late class, and would prefer not to walk alone back to the dorms.

Campus Security

Student Dorms

Health Center

Using her cellphone, she sends a text to Campus Security requesting a safety escort to accompany her back

• Students text a local number with their name and location to security

• Security receives and responds using PC

• Easy access to safety escorts provides feeling of security to vulnerable students

LET’S GET IN TOUCH!

Learn more:

CASE STUDIES VIDEOS

We’d love to hear from you!

spok.comgetinfo@spok.com

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