Chapter

6
VoIP
What is VoIP? ............................................................................................ 1
County Coordinator Responsibility Data Maintenance ............................ 4
County Coordinator Responsibility Deployment ...................................... 5
Telematics ................................................................................................ 10
NGEN Next Generation E9-1-1 Network ............................................... 11
NOTE: Changes in technology and procedures occur frequently with VoIP. This
information may not be completely up-to-date.

What is VoIP?
Definitions and Acronyms:
Voice over Internet Protocol (VoIP) allows the transmission of telephone calls
over a broadband network (i.e. an internet protocol (IP) network) by converting
voice audio into digital signals and then back to audio upon delivery of the call.
VoIP calls can be made on a traditional telephone that is connected to an IP
network via an adaptor, a special VoIP phone, or directly over a computer. Most
VoIP calls can communicate with any other telephone including those on the
Public Switched Telephone Network (PSTN) (which includes wireless devices) or
other VoIP phone systems. VoIP service that connects to the PSTN is
considered interconnected and subject to FCC requirements regarding E9-1-1
service. For VoIP-to-VoIP phone service that does not connect to the PSTN, E91-1 service is not required.
Nomadic VoIP: Some VoIP service providers (VSPs) allow the customer to use
their VoIP account anywhere there is an IP connection; this is commonly referred
to as nomadic VoIP with Vonage and Magic Jack being examples. Routing of
nomadic VoIP calls is based on the address entered into the call router/account
by the customer and may or may not be MSAG valid. Further, routers can be
moved to a new location but if the user entered address isnt updated, a 9-1-1
call will route to the PSAP with the ESN for the old or primary address for the

CCRM

VI - 1

03-2014

account. Numerous instances of 9-1-1 calls being routed to the wrong PSAP
have occurred which have caused delayed responses as the location (address,
town and possibly even state) and the proper PSAP must be determined by the
call taker before assistance can be provided.
Static VoIP users are unable to be mobile with their service, which behaves more like
traditional landline 9-1-1. Cable companies, such as Cox Communications, Comcast,
Time Warner, and Charter, are examples of static VoIP service providers.
Increasingly, businesses are turning to static VoIP phone lines, commonly referred to
as enterprise phone systems. The ability to pair the digital VoIP system with other
data sources often affords the businesses the ability to deploy a heterogeneous, or
hetnet capability for wireless handoffs between devices and locations and overall
linkage via an IP backbone network.
Wireless 9-1-1 calls that route via a broadband network at IP hot spot locations most
often will appear to the call taker as a VoIP call with the registered address of the hot
spot in the ALI field. This is different from microcells (i.e. femtocells), which will
deliver a wireless 9-1-1 call over broadband to the PSAP as a wireless call.
Regardless of whether a VoIP 9-1-1 call is static or nomadic, it will always show VoIP
as the class of service on the 9-1-1 screen.
VoIP Telephone Numbers: The advent of VoIP calling has resulted in the ability for
callers to select almost any telephone number they choose, as the phone numbers
arent linked to a central office or the PSTN lines. Consequently, NPA-XXX series
may not accurately reflect the location of the caller with VoIP telephone service.
The County Coordinator should be aware of the following VoIP acronyms:
o VPC VoIP Positioning Center consists of database managers such as
TCS/Intrado.
o VSP VoIP Service Providers such as Comcast, Vonage, MagicJack, etc.
o ESGW Emergency Services Gateway is interworking point between IP
network and the E9-1-1 selective router.
o ESQK Emergency Services Query Key for VoIP (pANI) (NPA-211-xxxx);
is associated with a specific SR/ESN combination for routing of the call to
the appropriate PSAP via the selective router. The ESQK is used as the
ANI by the PSAP to retrieve the ALI information for the call.
o ESRN Emergency Services Routing Number is used to route a 9-1-1
call to the correct gateway (ESGW) and used by the ESGW to select the
proper selective router.

CCRM

VI - 2

03-2014

Routing of VoIP 9-1-1 calls

Unlike wireless, it is mandatory for all primary PSAPs in California to accept VoIP
calls and in the vast majority of instances, these calls route over the E9-1-1 trunks
(see VoIP Call Flow diagram below in figure 6-1).
However, when a 911 call is default routed to a VPC call center, the call center must
transfer the call to a PSAP on a 10-digit line. Default routing can occur when:

ESN shape files have not been provided to the VPCs

There are address errors that negatively impact routing

Figure 6-1. VoIP Call Flow

CCRM

VI - 3

03-2014

Figure 6-2. California E9-1-1 Network Call Types

County Coordinator Responsibility Data Maintenance

County Coordinators manage VoIP 9-1-1 misroutes, ALI DRs, and MSAG updates
as with landlines (Chapter 2, MSAG Master) however there are some key differences
in managing VoIP updates.

VoIP 9-1-1 calls may not be retrievable via 9-1-1 IM/9-1-1 Net via the ALI
audit feature.

The VSP name and contact phone number are available on the call data
record, which if not provided by the PSAP, should be retrievable via ECaTS
raw data query on the date the call came in.

Once the VSP is determined, the County Coordinator should send an email to
the VSP describing the nature of the problem (misroute, ALI DR, or subscriber
error). The CA 9-1-1 Branch has provided county coordinators with an Excel
list of VoIP escalation contacts, which provides the email address database

CCRM

VI - 4

03-2014

corrections should be submitted to. A common method of handling these is to

copy the ECaTS call data record into the body of the email along with the
description of the problem. The email subject line should also describe the
problem, i.e. CA VoIP PSAP Name and problem (misroute, ALI error,
subscriber error).

MSAG updates identified from VoIP calls should be completed in 9-1-1 IM/91-1 Net as with landlines.

Shape Files

Shape files are a unique tool used by VPCs to route VoIP E9-1-1 calls. The
shape file is a map that consists of polygons which depict ESN boundaries for
the PSAP jurisdictions. For more on how the shape file is utilized by the VPC,
refer to figure 6-1.
The 9-1-1 County Coordinator, or their designee, is responsible for confirming the
accuracy of ESN assignments as depicted in a shape file. The County
Coordinator is also responsible for maintenance and updates of shape file layers
as needed. For example, new ESNs, annexations that change ESNs, and/or
changes to street centerlines would require updates to the shape file.
Updates of the county ESN shape file should be sent to the VPCs directly. VPC
contact info is in the CA VoIP and ET Deployment Escalation Contacts document
under the heading VPC Shape Files.
The CA 9-1-1 Branch shape file recommendations can be found in Appendix E
Wireless and VoIP Information or at:
http://www.caloes.ca.gov/PSC/Pages/Services/911/VoIP.aspx
>Select VoIP E9-1-1 GIS Shape File Recommendations 8/16/2006.pdf

County Coordinator Responsibility Deployment

The NENA i2 VoIP E9-1-1 Deployment began in 2005, as of December 2013, all but
2 PSAPs in California are deployed VoIP. Figure 6-2, The Call Flow Diagram shows
how VoIP calls use 211 pANIs and route through the VPCs to the PSAPs. Also with
the NENAi2 deployment, various emerging technologies going through all centers
are also routed through the VPCs.
As a County Coordinator, if PSAPs emerge, close, consolidate or breakup, some or
all of the steps outlined below and in figure 6-3 may be necessary. It is important to
know specifically the ESNs that route to which PSAP, so calls are not misrouted.

CCRM

VI - 5

03-2014

Planning For a Deployment

Figure 6-3. VoIP Deployment Flow Chart

SINGLE ESN PSAPs

CA VoIP PSAP
Deployment Flow Chart

MULTIPLE ESN PSAPs

True single ESN?

Does PSAP have Shape
files per ESN?
FORMAT 04 at PSAP?
NO
YES
Verify shape jurisdiction
w/VPC if necessary

NO

PSAP OK
w/limitation
w/manual transfers?

VPCs obtain ESQK

LECs build shell records
NO

YES

VPC to Schedule
1 week advance notice
with County Coordinator

DEPLOY

YES

Document issue
in table

Recommend keep
10-digit until ready

Send shape files

to VPCs

Work w/VPCs to
finalize and
validate

Which single ESN?

4-12-2006

Coordinate with the PSAP

o Confirm that the PSAP CPE is ready for VoIP deployment.

Format 04 and multi steering are both required to allow query of the VPC
database.

The PSAPs CPE must be 10-digit ALI capable in order to receive calls
through the 9-1-1 network. For further information, contact your LEC.

o Landline ESNs are used for VoIP routing. Pull together a list of all ESNs
associated with your PSAP. Work with the PSAP to determine whether to
deploy using multiple ESNs, or using a single ESN for the entire jurisdiction
area.
For assistance in determining which method would best fit your
PSAPs needs, contact the State 9-1-1 Branch VoIP Project Manager.
Option 1: Provide landline equivalent VoIP E9-1-1 Service using same
number of ESNs as landlines.

CCRM

The goal of the VoIP deployment is to achieve comparable E9-1-1

service to that of landline E9-1-1. Landline level of service includes
VI - 6

03-2014

selective routing, complete ANI/ALI display, and utilizing selective transfer

capability between PSAPs.

To achieve landline equivalent service, it will be necessary for the VPCs

(database providers) to have access to a shape file which is a GIS
polygon map of ESNs. As noted under the maintenance section, updates
of shape files should be sent to VPCs when ESN changes occur. The
shape file recommendation document is available on-line at:
http://www.caloes.ca.gov/PSC/Documents/911/pdf/CAVoIPE9-11ShapeFileRecommendations.pdf

Special note: It may be possible for PSAPs to request VPCs manage the
shape file when there are fewer than six ESNs that change less than three
times per year. Alternatively, as the last choice, option two below will need
to be used.

Option 2: Provide simplified E9-1-1 Service for VoIP using a single ESN for multiESN PSAPs

For PSAPs who have not provided a detailed ESN level shape file, the
County Coordinator will need to choose a single landline ESN (typically
the default ESN) and provide it to the CA 9-1-1 Branch (this is similar to
wireless call handling).

Advantages: 1) VoIP calls will route to the proper PSAP, 2) VoIP-ALI will
be delivered (however ELTs will be those of the selected single ESN), and
3) the number of default 10-digit calls routed by a VPC will be reduced
(Vonage in particular).

Disadvantages: 1) not having selective transfer capability requires manual

transfers, 2) increased speed dial programming may be necessary to
facilitate transferring, 3) VPCs may choose not to develop shape files for
the area.

Action for County Coordinators: Email the list of Multi-ESN PSAPs that
choose to receive their VoIP calls by a single ESN, and identify the
preferred ESN (or the State can choose it) to the CA 9-1-1 Branch at
VoIPProject.CA911@state.ca.gov.

Coordinate with CA 911 Branch

o Send current information, including PSAP name and address, ESN(s), 10digit
defalult
telephone
number,
and
shape
files,
to
VoIPProject.CA911@state.ca.gov
o Facilitate the routing option determined for the PSAP with the CA 911 Branch.
CCRM

VI - 7

03-2014

o The California VoIP E911 Deployment Home Page

http://www.caloes.ca.gove/PSC/Pages/SErvices/911VoIP.aspx

is

at:

Coordinate with VPC

o Coordinate delivery of jurisdiction shape files to each VPC or verify what they
have on file. At a minimum, an ESN list should be provided to the VPC.
o Coordinate test calls with each VPC for each pANI. There can be between 310 different pANIs for each ESN that will need to be tested.
o For default call routing, provide the VPCs with a 10-digit number for each
PSAP.
o Confirm with your Telco database representative that the VoIP MSAG has
been built.
At Deployment
Request that all VPCs schedule PSAP testing with the County Coordinator at least
one week prior to the actual test date.
A conference bridge may be available for deployment if you request one through the
VPC.
The VPC Tester generating calls will identify to the call taker that they are making test
calls.
The tester should validate the following from the ALI
o Call Back Number
o Address, City and State
o Class of Service (VoIP)
o ESQK
o ESN
o VPC information with correct 800# and NENA ID
o Transfer the call to a secondary PSAP and have them verify that the ALI
displays correctly
o English Language Translations (ELTs), also known as Tell Tales, may show
as VoIP Caller Verify Location, with or without the VPC 1-800#, or standard
landline tell tales with LAW/FIRE/EMS agency showing. For clarification of
which display a PSAP will see, look on the deployment list from the CA 9-1-1
Branch or contact the LEC.

CCRM

VI - 8

03-2014

Figure 6-4. Samples of VoIP ALI displays

(760) 260-3026
2824

15:09
04/14
SALTON VISTA DR

JUL
ANDERSON RANDY

CA 311 VOIP

(858) 211-0100
TRDO
SAN DIEGO SHERIFF
HEARTLAND
HEARTLAND
LAT
METERS

CCRM

VI - 9

LON
PERCENT

03-2014

o Latitude/Longitude, meters, and percent will not be provided on VoIP calls.

It is advised that the County Coordinator be at the PSAP, if possible, to determine if a
complete and accurate ALI is being delivered to the PSAP by the VPC. If the County
Coordinator monitors remotely, confirm with the PSAP that the ALI is being populated
accurately.
Shell Records
A shell record is the (ESQK or ESRK) TN in the wireline ALI database, not the
MSAG**. The shell record is created to support the selective routing of the pseudo
ANIs (ESRKs for wireless and ESQKs for VoIP). The ALI provider assigns ranges of
ESQKs and ESRKs and provisions them to the shell record in the ALI database.
Typically these shell records appear to call takers as NPA-211-XXXX for VoIP and
NPA-511-XXXX for wireless. In addition to the shell record, a special MSAG record
is built for each PSAPs VoIP and wireless ESNs.
Both the shell record and MSAG record are needed to retrieve ALI information via
external 3rd party database providers for either wireless or VoIP E911calls using the
NCAS method.

For Wireless: County Coordinators build the wireless MSAG records and the
ALI provider builds the wireless ESRK Shell Records. The ALI providers
(AT&T and Verizon) share data between each other to make sure the ESRKs
are loaded in both ALI databases.

For VoIP: the ALI provider builds both the VoIP MSAG and the VoIP ESQK
shell record. The ALI provider serving the PSAP is responsible for building
the records and provisioning the ESQKs. The ALI providers (AT&T and
Verizon) share data between each other to ensure the ESQKs are loaded in
both ALI databases.

**"MSAG" is often confused with the ALI database - they are not the same.

Telematics
Telematics in 9-1-1 refers to vehicle technology that employs a Global Positioning
System (GPS) with numerous sensors (force, velocity, air bag deployment, and
seatbelt use) that are all integrated with mobile communications technology to reach
emergency services. Emergency calls can be initiated by the occupant or when the
sensors detect an emergency is indicated (air bag deployment, rollover, multiple
impacts for example). Telematics service providers (TSP) interact with 9-1-1 through
call centers like OnStar and Sirius (formerly Agero), or via connection to the vehicle
owners Blue-tooth paired personal cell phone (Ford Sync), or via an imbedded
wireless connection that does not depend on a paired Bluetooth-enabled mobile
phone(Chrysler UConnect).

CCRM

VI - 10

03-2014

All telematics systems transmit emergency notification wirelessly. However, for

OnStar and Sirius, the telematics providers contract with VPCs like TCS to use
VoIP technology to deliver calls to PSAPs via 9-1-1 trunks. For Ford Sync and
UConnect the call is delivered to the PSAP directly via wireless phone network.
ALI delivered via VoIP on a telematics call includes latitude/longitude information
for the vehicle. The standard TLMA ALI display can be found at:
http://www.caloes.ca.gov/PSC/Pages/Services/911/VoIP.aspx
Select CA Telematics E9-1-1 Ali Display 10/2009.pdf
Figure 6-4. Sample Telematics ALI display
408582110136 25 16:01:13 C06 16:
01:17 D06 16:07:43 16:07:45
(866) 866-5006

16:01
ID #

02/01

VEHICLE EMER CALL CA 317 TLMA

ONSTAR TELEMATICS CALL CENTER
(858) 211-0136
TRDO
SAN DIEGO SO
CAL FIRE
CAL FIRE
LAT 32.93218400 LON -116.952939
METERS 0
PERCENT 000

In case of a misroute, use the VPC contact information provided on ALI

display.

Also contact VPC for subscriber info/exigent circumstances assistance.

NGEN NEXT GENERATION E9-1-1 NETWORK

Next Gen 911 and VoIP
Full functionality of Next Generation 9-1-1 will be dependent on the VoIP network
because of the flexibility the Internet Protocol provides. In addition to voice, the
network can also carry data on an IP network called ESInet. These inter-connected
networks can be route 9-1-1 calls to a PSAP based on their type (i.e. text, language,
or other protocols), x,y location, or in 9-1-1 call overflow situations.
CA 9-1-1 Branch NGEN Project.
The CA 9-1-1 Branch is engaged in five NG9-1-1 pilot projects in various regions
throughout the state. These pilot projects will allow the state to evaluate various

CCRM

VI - 11

03-2014

platforms and will help to define the statewide strategy for NG9-1-1 implementation.
For further information on the status of each of these projects, please see the 9-1-1
Branch NGEN home page at:
http://www.caloes.ca.gov/PSC/Pages/Services/911/NGEN.aspx

CCRM

VI - 12

03-2014