improve the safety of your campus with technology
TRANSCRIPT
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
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 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
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
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
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
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
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Caller information from PS/ALI database
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TDD
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“Power button” speed dials
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Premise history showing recent calls or calls from a
specific location
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TDD
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
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Expanding the buttons at bottom – addition of buttons for text / picture / video chats
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Text chat comes in – appropriate button flashes for call-taker
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Call-taker clicks button to view all currently connected and waiting text-based conversations
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9148434964
9148434964
9148434964
9148434964
9148434964
9148434964
9148434964
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
F2 F6
F3 F7
F4 F8
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Call-taker clicks button to receive incoming text message and continue conversation
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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
F2 F6
F3 F7
F4 F8
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“Open Media” button enabled in chat window – allows call-taker to view photo
Update
Web
Directory
More
Video
TDD
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 ExitText
Picture
F1 F5
F2 F6
F3 F7
F4 F8
41
“Open Media” button enabled in chat window – allows call-taker to view photo
Update
Web
Directory
More
Video
TDD
Age?
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 Exit
Text chat with (914) 843 4964
Picture
TextF1 F5
F2 F6
F3 F7
F4 F8
STUDENT SAFETY ESCORT REQUESTS
REQUESTING A SAFETY ESCORT
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
A student leave the Lecture Center after a late class, and would prefer not to walk alone back to the dorms.
REQUESTING A SAFETY ESCORT
Campus Security
Student Dorms
Health Center
Campus CenterLecture Center
Using her cellphone, she sends a text to Campus Security requesting a safety escort to accompany her back
REQUESTING A SAFETY ESCORT
• 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
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