my keynote presentation to suntel customers on october 23, 2014
DESCRIPTION
E911 and NG911 deployments in the Corporate Enterprise can be extremely confusing. What is needed, and how to resolve the issues of mobility and remote workers can cost a small fortune if the technology is not understood. The knowledge here can save you tens of thousands of dollars on buying the wrong technology. Fletch goes over how 911 really works, the databases that are involved, what you are responsible for, and what best practices are commonly accepted. Local situational awareness with correlation is what is needed in today's modern systems. Telephone numbers mapped to cubicles are thing of the past, and relying on a public safety database that is nothing more that a billing mechanism doesn't solve the challenges today of FCE environments, work at home users and nomadic VoIP technology that allows my presence to live on multiple devices simultaneously.TRANSCRIPT
NG Emergency Services Moving Public Safety into the Millennium
Mark J. Fletcher, ENP (Fletch)Chief Architect – Worldwide Public Safety [email protected] +1 908 848-2602
@Fletch911
© 2014 Avaya Inc. All rights reserved. 2
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
Allegedly, her ex-husband brutally attacked and stabbed her multiple times
Her 9 year old daughter tried to call 911
In fact, she tried to call 4 times, but the calls failed
She was able to rush her 2 siblings to safety
Kari Hunt died from her injuries before help could arrive
Why did the calls fail?
You needed to dial 9-911 from the hotel room
But that’s not what we teach our children
© 2014 Avaya Inc. All rights reserved. 3
http://Change.Org/KarisLawhttp://No9Needed.com
HOMEWORK ASSIGNMENT #1
Read about Kari’s LawIf you agree, sign the petitionIf you don’t, pass it on
© 2014 Avaya Inc. All rights reserved. 44
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.
Each 9-1-1 partner offers a solution for E9-1-1, and methodologies widely differ. Making the final technology selection, is a very specific decision for each customer, that is based on specific needs.
The challenge most customers have is that they cannot articulate what they actually need. Under Buy
Over Buy
Wrong Technology
Poor CSAT
Poor Reflection on Avaya and our Partners
© 2014 Avaya Inc. All rights reserved. 5
Public Safety Solutions
WHO ARE THE PLAYERS?
© 2014 Avaya Inc. All rights reserved. 66
Avaya SELECT PRODUCT Partners
911 ETC, Inc. - http://911etc.com– Voice Positioning Carrier for National E911 coverage
– Utilizes Conveyant SENTRY for on premises tracking/notification when required
Conveyant, Inc. - http://Conveyant.com – Layer 2, Layer 3 and PBX Database tracking of Moves, Adds and Changes
– PBX configuration updates for proper routing
– On Site Notification of emergency calls via email and Screen Pop
RedSky Technologies, Inc. - http://redskytech.com – Tracks Moves, Adds and Changes of stations
– Updates the legacy E911 PS-ALI database entries
– EON Notification to PCs
© 2014 Avaya Inc. All rights reserved. 7
Public Safety Solutions
WHAT TECHNOLOGY IS NEEDED?
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E9-1-1 Fundamentals
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!
DO I EVEN NEED PS-ALI
DATABASE MANAGEMENT?
HOW TO CONNECT TO
REMOTE PSAPS?
HOW DO I UPDATE THE ROUTING
AND PSAP INFORMATION?
$
$
$
© 2014 Avaya Inc. All rights reserved. 99
Hosted E911 Services - VPC
What is a VPC? A VoIP Positioning Carrier provides remote E9-1-1 service area connectivity. Required for FCE environments where local trunks have been eliminated
Do VPC’s own network? NO. They resell the services of backbone carriers
What differentiates them? The add on services they provide like Dashboards
© 2014 Avaya Inc. All rights reserved. 1010
Cloud Based Hosted 911 Solution
Core
BranchOffice
Core
BranchOffice
BranchOffice
BranchOffice
Emergency TelecomCompany
Cloud Based 911 is the answerFULL coverage across North AmericaBranch and Remote User SolutionsSeveral levels of protection
© 2014 Avaya Inc. All rights reserved. 1111
Cloud Based Hosted 911 Solution
100% E9-1-1COVERAGE
© 2014 Avaya Inc. All rights reserved. 1212
Cloud Based Hosted 911 Solution
100% E9-1-1COMPLIANT
© 2014 Avaya Inc. All rights reserved. 13
Public Safety Solutions
WHAT PARTNER DO I USE OR RECCOMEND?
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1414
The Emergency Communications Technology Journey…..
Location Based E911
Selective Routing
911 Access
Police BoxDirect Dial
Next Generation 911
Services
Circa 1880 1968 Circa 1985 Circa 1990 2011
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 1515
1860 1880 1900 1920 1940 1960 1980 2000 2020 2040
Emergency Services Technology
Past 25 Years
INFLECTIONPOINT
134 Years of Communications Technology Innovation
50 Years of Public Safety Technology Stagnation
© 2014 Avaya Inc. All rights reserved. 1616
The problem
9-1-1 is based on 1970’s technology: – Telephone Number (TN) presentation to
the network for routing instructionsCitizen
555-1234
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
© 2014 Avaya Inc. All rights reserved. 1717
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”
SRDB555-1234 = Agcy A555-4567 = Agcy B555-6789 = Acgy C
*Caller LocationData Base
Telecom Provider
555-1234David Smith3324 Arch St
© 2014 Avaya Inc. All rights reserved. 1818
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
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.
© 2014 Avaya Inc. All rights reserved. 1919
Even at a seemingly affordable $2 per device per month
1,500 Records$3,000 Monthly
$36,000 Annually
© 2014 Avaya Inc. All rights reserved. 2020
This now becomes a reasonable monthly OPEX
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Response AddressA
Response AddressB
Response AddressC
30 Records$60 Monthly
$720 Annually
© 2014 Avaya Inc. All rights reserved. 21
Emergency at Cube 2C-231 – Where is that!?
Responders on scene need to be ready and know help is coming.
?
?
?
© 2014 Avaya Inc. All rights reserved. 2222
Enterprise Location Situational Awareness
Enterprise environments can utilize additional call handling technology 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
© 2014 Avaya Inc. All rights reserved. 2323
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
PD
© 2014 Avaya Inc. All rights reserved. 24
Location Discovery
Understanding where the emergency is occurring is the key piece of information required to provide assistance.
However the problem can be tackled – with cooperation from the network staff.
What is perceived as the biggest Enterprise challenge?
© 2014 Avaya Inc. All rights reserved. 25
CableMgmt
PBXUser Data
WLANUser Data
EnviroInfo
LDAP
ActiveDirectory
Opt InInfo
Smart Building
Common VoIP Location Discovery Mechanisms
Subnet (Zone Level reporting)
IP Subnet maps to floor plan
Instantaneous discovery
Switchport (Station Level reporting)
Maps to jack via wiremap
Near real-time discovery
ADLR
Additional DataLocation
Repository
Data is packaged ready for pick-up by
Public Safety or Designated 1st Responders
© 2014 Avaya Inc. All rights reserved. 2626
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.
© 2014 Avaya Inc. All rights reserved. 2727
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
© 2014 Avaya Inc. All rights reserved. 28
Next Generation Public Safety Solutions
WHAT’S CHANGING?
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Yesterdays network was cumbersome and complex
EnterpriseLocationDatabase
SRDB MSAG
Databases
Calltaker ANI/ALI
Screen Pop
Emergency call with 908-848-2602 as CLID / ANI
ANIALI
Databases
PHONE NUMBER QUERY
908-848-2602CUBE2C231
© 2014 Avaya Inc. All rights reserved. 30
While extremely profitable, the legacy network model cannot survive new customer technology and market demands for
affordable Emergency Call Handling in the Enterprise
NG911 is here now, and Legacy E911 is dying on the vine
© 2014 Avaya Inc. All rights reserved. 3131
Next Generation911 ESINet
Tomorrows network is sleek and rich with user data from the source
EnterpriseLocationDatabase
Calltaker Screen Pop
Emergency SESSION with PIDF-LO Information Elements
908-848-2602CUBE2C231
Got anything else? Like a floor plan maybe?
SURE DO!HERE IT IS . . .
© 2014 Avaya Inc. All rights reserved. 32
Public Safety Solutions
WHAT TECHNOLOGY IS NEEDED?
© 2014 Avaya Inc. All rights reserved. 33
Phone Numbers Are No Longer Relevant for Public Safety
Communications today is focusing on:• UC• Mobility• Nomadic Behavior
This BREAKS the current E911 model
Phone numbers are no longer reliable for location determination
MIGRATION?! FUTURE PROOF?!IT’S NOT EVEN AN OPTION
© 2014 Avaya Inc. All rights reserved. 34
Time for NEW tricks AND A NEW DOG. . .
Take a nap ALI. . . I got this covered . . .
© 2014 Avaya Inc. All rights reserved. 35
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
© 2014 Avaya Inc. All rights reserved. 36
Enterprise Public Safety Solutions
THE REAL COST OF NOT UNDERSTANDING 911
© 2014 Avaya Inc. All rights reserved. 3737
Actual Analysis of a Recent DealLegacy E911 Competitor NG 911 Competitor
Screen Pop
Number of dest included – Optional $10K (includes 10 locations)
Optional $500 (includes 10 locations)
Charge for addl dest - $500 each $50 eachAudible – YES YESLocal Print - YES YES
Incident Notes – NO YESPop On Top of All Windows - YES YES
EmailNumber of dest included - Unlimited UnlimitedCharge for addl dest – N/A N/A
SMSNumber of dest included - Unlimited UnlimitedCharge for addl dest – N/A N/A
No Response Escalation Definable Timer – NO YES Definable Destination NO YESRouting of Alerts Based on Zone - BLDG Only Customer definable Based on Other NO Customer definableSystem wide licensing per endpoint 1 to 2400 25.00 3.00 2401 and up 22.50 3.00Overall 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 . . . .
© 2014 Avaya Inc. All rights reserved. 38
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
© 2014 Avaya Inc. All rights reserved. 39** Photo Courtesy of Brentwood 911 Communications, Brentwood, TN
© 2014 Avaya Inc. All rights reserved. 40
My Smart911™ Profile
2 STORY HOME
BEDROOMS ON SECOND FLOOR
FURNACE IN CRAWL SPACE
DETACHED GARAGE
GARAGE DOOR
OFFICE
DOOR
BASEMENT ENTRYUNDER FRONT STAIRS
ROAD
DRIVEWAY
OFFICE AREA IN DETACHED GARAGERESIDENT WORKS FROM HOME
Normal Vehicles:1995 Blue Jeep Wrangler2010 Taupe Chevy Equinox
REAR DOOR ENTRYGROUND LEVEL DECK
DOOR
DO
OR
DO
OR
DO
OR
Smart911.Com
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 41
Homework Assignment(Optional but highly reccomended)
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 42
HOMEWORK ASSIGNMENT
Create you OWN free Smart911 Safety Profile
Smart911.Com
© 2014 Avaya Inc. All rights reserved. 43
That was a lot of information, but in reality, we just scratched the surface . . .
Every business is different and has very specific needs and use cases for their employees . . .
Avaya offers a 911 consulting engagement becauseSometimes you don’t know what you don’t know. . . .
© 2014 Avaya Inc. All rights reserved. 4444
© 2012 Avaya Inc. All rights reserved. 4646
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
© 2012 Avaya Inc. All rights reserved. 47
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
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