Webrtc And E9-1-1: Impact On Public Safety Communications: March 25 - 27, 2014 І Orlando, Fl

March 25 – 27th, 2014 І Orlando, FL
WebRTC and E9-1-1:

Impact on Public Safety Communications
Mark J. Fletcher
ENP | Chief Architect – Worldwide Public Safety Solutions
© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Do not duplicate, publish or distribute further without the express written permission of Avaya.
#AvayaATF
#AvayaATF 1
December 1, 2013 – Kari Hunt Dunn died because of a single digit
 Kari met her estranged husband in a Marshall,

Texas hotel for visitation with their 3 children
 Her ex-husband allegedly attacked and stabbed her
several times in the hotel room
 Her 9 year old daughter tried to call 911
 In fact, she tried to call 4 times, but the calls failed
 Finally, she rushed her 2 siblings to safety
 Kari Hunt Dunn 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

Do not duplicate, publish or distribute further without the express written permission of Avaya. #AvayaATF 2
Where we are, and how we got here
EMERGENCY COMMUNICATIONS TODAY

The First Call - Haleyville, AL
At 2 p.m. on Friday, Feb. 16, 1968, the first 9-1-1 call was
placed from the mayor's office in Haleyville, AL
9-1-1 just turned 46 years old!

The Purpose of 9-1-1
 Single number access
 Police
 Fire
 Medical
 Consistent number access
 Eliminating unique agency numbers
 Routed based on LOCATION

The CHALLENGES of 9-1-1
Phone numbers no longer equal the
users location due to:
User mobility
Nomadic Access
Civic Addresses have now become

Geospatial Coordinates
Cellular devices only offer X – Y

references, where the “Z” is just as
important
Cellular location is inefficient indoors,

and often not available

Information Over-load
 The Network today-
 Analog based
 Little Intelligence
 Reached its limits to pass information
 Today’s Devices
 Intelligent Endpoints
 Multimedia Enabled
 Aware of their surroundings
Even though Smart Devices exist, they have no way of communicating,

other than voice.

Anatomy of an E9-1-1 Call
Enterprise
Location ANI / ALI
Database Database
How does the Enterprise DATA get to the PSAP?

How does the Enterprise DATA get to the PSAP?
That step is missing!?
SIMPLE ANSWER . . .
IT CAN’T
Understanding what is supposed to happen
9-1-1 call with 908-848-2602 as CLID / ANI
Calltaker
Enterprise ANI/ALI
Location ANI / ALI
Database Screen
Database Pop
908-848-2602 PHONE NUMBER QUERY

CUBE
2C231

Understanding what typically happens
9-1-1 call with 908-848-2000 as CLID / ANI
Calltaker
Enterprise ANI/ALI
Location ANI / ALI
Database Screen
Database Pop
908-848-2602 PHONE NUMBER QUERY

CUBE
2C231
908-848-2000
MAIN
ADDRESS

External Granularity
 What level of reporting is needed at the PSAP?
 Response Address
 Building Entrance Identifier
 Concentrate on getting the 9-1-1 Dispatcher the details
they need to get responders enroute to the scene
4TH FL SW SMITH BLDG

 Station Level Granularity
is difficult to manage and Costly
 Terminal equipment requires a Telephone Number
to have an ALI record
 Recurring Cost of TN + Recurring Cost of PS-ALI is
prohibitive and requires an application to manage
 Provides only 20 characters of Additional
Information

20 Characters is not sufficient to convey information to the PSAP
4 TH FL SW SMITH BLDG
4TH FL CUBE 2C231

This information, albeit detailed, means nothing to 1st responders who
have most likely never been in the building before. Local onsite awareness
is still required to direct responders on scene.
Emergency Responders need USABLE location information
? ?
WHEN THEY ARRIVE AT THE CORRECT ADDRESS

PBX E9-1-1 Functionality:

What’s built-in; what’s not; and why

#AvayaATF
#AvayaATF 16
Basic System Requirements (Kari’s Law)
 Direct access to 9-1-1
Eliminate the ‘Trunk Access Code’ (TAC)
 On Site Notification
Alerting to devices that an emergency call has
occurred
 Termination of calls internally prohibited unless

a trained facility. PD

What ENTERPRISE E9-1-1 Problems Need to be Solved?
Location Discovery
Understanding where the

emergency is occurring is the
key piece of information
required to provide assistance.

Device Mobility can add complexity
 Almost any device can be nomadic
 TDM (Virtual Office)
 VoIP (User Moves)
 WLAN (Inherent Mobility)
 Remote Workers (Nomadic VPN)
 Enterprise MLTS / PBX can provide tracking

 Proper call routing
 Caller ID (ANI) Manipulation

What E9-1-1 Functionality is required today?
Data Correlation
Fletch just made a 9-1-1 call
Someone needs to see if Fletch is
alright
Fletch just made a 9-1-1 call AND

The ambient temperature near
Fletch is 227 degrees!
Someone needs to see if
Fletch is ON FIRE
What Other E9-1-1 Problems Need to be Solved?
Proper Routing
Fletch just made a 9-1-1 call from his VPN
phone
Fletch is 3 States away, we have no trunks
there
Fletch just called 9-1-1 from his VPN phone

Fletch is NOT on the corporate LAN and
needs to be routed to a VPC
Someone needs to see if Fletch is
ON FIRE, again

I have been told that this is the way forward for everything,
so why not for E911?
Isn’t everything going to be in the cloud anyway?
WHAT ABOUT ECAAS

AND THE CLOUD?
Can/Should E911 be a completely Hosted Solution?
PHONE NUMBERS don’t equal LOCATION – Managing ALI is yesterday’s technology
E911 Notification belongs on premises – Don’t get confused by ‘the cloud’
NO!
Planning and Consulting Workshops are Available from Avaya
The cloud may be a part of the solution in many scenarios, but still requires local presence for
notification and alerting.

Cloud Based 911 VPC Carriers Explained
TIER 2
VoIP Positioning
TIER 1 TIER 1 Aggregators
VoIP Consulting Teleworker Normalization
Services Dashboard Services
Positioning
• Significant Service Differentiation
Carriers • Variable Deployment Cost Models
• Evaluate features/cost carefully
Service Resellers with Limited value proposition

Not typically a Commercial Enterprise play
PSAP PSAP PSAP PSAP
• Minimal Differentiation TIER 3 • Distributors

• All provide common service Resellers of • Hosted PBX
Rebranded TIER 2 • Cable/Internet VoIP
• No one carrier provides 100% Coverage Services
Watch for Single Points of Failure

Not all solutions are created equal. Watch for
applications in the call path that could block calls.

#AvayaATF
#AvayaATF 25
Redundancy vs. Call Admission Control
Redundancy Call Admission Control
Redundancy describes components that are installed Sometimes called ‘look-ahead’ routing. Calls only go if
to back up primary resources in case they fail. they can complete to the destination.
SECONDARY SECONDARY
E911 Gateway E911 Gateway
PSTN/E911 Network PSTN/E911 Network
PBX/MLTS PBX/MLTS
PRIMARY PRIMARY
If the E911 gateway is OFFLINE completely, the Avaya Upstream problems shutdown the interface. This is
ARS will route to the secondary instance. If there is a critical to preventing the ‘black hole’ scenario.
soft failure, then calls may ‘black hole’.
SECONDARY SECONDARY
PSTN/E911 Network PSTN/E911 Network
PBX/MLTS PBX/MLTS
PRIMARY PRIMARY

WARNING!
DevConnect does NOT test for Call Admission Control
 The Avaya DevConnect program produces System Integration Lab (SIL)
notes for each tested product. These notes are intended to detail the
exact scenario used by Avaya DevConnect engineers to verify
application operation.
 Call Admission Control is not currently part of any SIL notes for any E911
product in the path of the call for E911.
 Customers should be aware and conduct the appropriate testing for their
network configuration.

Emergency Communications Tomorrow

Where we are headed, and how we are getting
NG911
there

#AvayaATF
#AvayaATF 28
NextGen 9-1-1: Are we there?
 NG9‐1‐1 will be implemented in successive releases
NG 9-1-1
 ESInet is an IP enabled network 2 3 4 ?
PHASE 1
 Full replacement for existing E9‐1‐1 functions
 Introduce additional features

 Interactive Multi-Modal messaging
 Policy‐based routing using
 Device Location
 Call type
 Target PSAP status
 Network status
 Automatic acquisition of supportive data

Additional Data Feeds

Situational Awareness
 In addition to people, devices should be
able to intelligently summon for
assistance based on environmental
conditions or additional data.
 WebRTC will allow that to happen.

Intelligent Enterprise Data Feeds
 Enterprise Location Management (ELM) Location URI/URL conveyed in the SIP header
servers in the DMZ provide information
about:
 Users
 Devices
 Location
 Environmental Data
 Event Correlation
 This will empower Public Safety with

additional information enabling better
decisions
 Temperature Sensors
 Video feeds
 Physiological data

Over the Top WebRTC Data Feeds
 Simultaneous transmission of relevant OVER THE TOP of Yesterday’s OTT Model
information with the legacy call:
 Personal Apps
 Smart Devices LEGACY
Location Based Services VOICE 9-1-1
 Event Correlation
 WebRTC minimizes the need for network

build
 Session is defined by the TERMINATION
POINT
 Launching the call from the Enterprise
becomes a simple task and can include all of
the immersive data that is available to share.

Summary in Three Slides

Where we are? – Where we are going?

#AvayaATF
#AvayaATF 34
TODAY: IN-BAND VOICE ONLY
Caller ID = Location
ANI/ALI
Database
© 2014 Avaya Inc. Avaya – #AvayaATF 35

FUTURE – MULTI-MODAL
EMERGENCY SERVICE IP
NETWORK
(ESInet)

Web RTC
Stand Alone
or Dual Path

Legislative side of E9-1-1
“If
WebRTC is being sold—or can be interpreted as delivering a
replacement to traditional telephone service (desktop device), then the
9-1-1 capability must be addressed. “
Martha Buyer, Attorney
martha@marthabuyer.com
www.marthabuyer.com
716-652-4413

Legislative Landscape
 ONLY 18 States have a reference to MLTS/PBX
Laws vary greatly causing confusion
 Chicago – 40,000 Sq. ft.
 Massachusetts – 22,500 Sq. Ft.
 Virginia – 7,000 Sq. Ft.
 California – Fire Alarm Zone (pending)
Both Avaya and NENA Responded to FCC Notice of Inquiry

stating:
“MLTS Location capabilities are feasible, and [the FCC] should
begin a proceeding to establish a timeframe for mandatory
implementation.”

Avaya’s Position
 Next Generation Emergency Services have been clearly defined in both the
US (NENA 08-003) and Europe (NG112-LTD)
 Enterprise administrators must look to the future when designing emergency services in
their networks
 Building an architecture that is compliant NOW is the best possible decision from a
technology and investment perspective
Avaya DevConnect Partners that have followed best practices and guidance set forth by Avaya’s strategy and
thought leadership in the industry, are are able to provide resilient, life safety solutions that are fully compliant,
and in lockstep, with the Next Generation Emergency Service standards of tomorrow, effectively future proofing
the customer’s emergency communications infrastructure investments today.
Mark J. Fletcher, ENP
Chief Architect
Avaya Public Safety Solutions

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.
 DevConnect partners offer their solutions for E9-1-1, and methodologies
will widely differ.
 Making the final technology selection, is a very specific
decision for each customer, that is based on 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

http://www.avaya.com/APN http://www.avaya.com/Fletcher
http://www.avaya.com/Fletch911
Mark J. Fletcher,
ENP | Chief Architect – Worldwide Public Safety Solutions
Avaya
FletcherM@avaya.com
© 2014 Avaya Inc. Avaya – Confidential & Proprietary #AvayaATF

BEST OF ATF
SPEAKER AND TEAM AWARD
BE SURE TO
TWEET YOUR FEEDBACK
ON THIS PRESENTATION
#AvayaATF
Winners will be announced at closing of event
#AvayaATF
BACK UP SLIDES

The National Emergency Number Association
estimates there are over 270+ Million calls to 9-1-1
each year in the United States
The California PUC reported that potentially 80% of
Enterprise MLTS/PBX Systems need some level of 9-
1-1 remediation work
Next Generation 9-1-1 ELIMINATES the current
legacy ANI/ALI (telephone number/address) database

There are THREE concerns for 9-1-1 call processing:
ACCESS TO 9-1-1 | NOTIFICATION OF 9-1-1 | REACHING 9-1-1

Recent Legislative Driver – FCC Wants Answers!

Key Dates on the Timeline
 December 1, 2013
 Kari Hunt Murdered in Marshall, TX
 APN Blog Posted on Avaya.com/Fletcher
 Open Letter sent to FCC
 January 2, 2014
 Contact made with Pai’s office
 January 10, 2014
 Face to Face meeting with Commissioner Pai and Staff
 January 13, 2014
 Statement of Commissioner Pai launching Inquiry
 January 17, 2014
 AH&LA Forms Task Force to investigate
 February 3, 2014
 Contact made with AH&LA
MLTS Attention in Washington DC - FCC Commissioner Ajit Pai
• [T]he most important question a caller can answer is still one of the most basic: “Where are you?”
• [NG911] doesn’t mean that we can ignore problems with the 911 system of today. [O]ne of those problems happens too often when someone dials 911 in places like hotels, motels, office buildings, and schools that use [an] MLTS.
• I began an inquiry into the state of MLTS 911 [January 2014]. I sent letters to the CEOs of the ten largest hotel chains[.]
• I hope [that] the FCC can make those choices a little easier for you by [the FCC] fixing the problems of 911 on MLTS[.]

The Anatomy of an E911 Call in the PBX

Understanding how it works

#AvayaATF
#AvayaATF 54
Call Sent
User Dials ARS IP Subnet ANI 911 PSAP
to TELCO
911 or 9- Matches Map Matched to gets Voice
CLID ->
911 Calls Examined MSAG and ANI
ANI
PSAP
11 or ELIN exists 911 PSAP Queries for
911 Or Selected ALI based
Use ELE on ANI
Enterprise Assign
Location Caller ID ANI / ALI
Database Database
Calltaker
ANI/ALI
Screen
Pop

Enterprise Location granularity INTERNALLY
 Enterprise environments can utilize additional
call handling technology to aid in response:
 Designated 1st Response Teams
 Building Security and/or EMS
 Any other authorized group or individual
EMERGENCY
 Data that can be provided includes

 Floor Plan
 HazMat
 IP Video Feeds

Identify the problem . . . Then fix it
 In addition to the PBX having data, what
about:
 LDAP
 HR Databases
 Directories
 Maps
 Cable Plant
 Does mail get delivered to your cubicle?
 Chances are you already have the
information you need to locate someone in
the building Graphic © Copyright and courtesy Scott Brinker
@chiefmartec http://www/chiefmartec.com

Summary for Today:

What we just talked about in four simple slides

#AvayaATF
#AvayaATF 58
Getting Additional Data to the 911 RESPONDER
 In-Band
 Not supported today, Analog voice only architecture
 Not possible today, PSAP technology is limited to
PSTN
ANI/ALI
 Not feasible today, Too bandwidth intensive for data
PD

Getting Additional Data to the 911 RESPONDER
When it’s Relevant
 In-Band
 Not supported today, Analog voice only architecture
 Not possible today, PSAP technology is limited to PSTN
ANI/ALI
 Not feasible today, Too bandwidth intensive for data
PD
 Simultaneous Local Notification
and Over The Top delivery of data
 Easily delivered On Site Internet/ESInet
PSTN
 Easily delivered over Broadband
 Available TODAY
 Rich Multi-Media possible
PD

Three Built-in Basic System Requirements
 Direct access to 9-1-1
Eliminate the ‘Trunk Access Code’ (TAC)
Alerting to devices that an emergency call has
occurred
 Termination of calls internally prohibited unless a
trained facility.
PD

Best practices for your deployment - Must Have Features
 No single Point of Failure
 Full support of the Emergency Services functions in the Call Server
 Devices and applications must connect via the approved and supported interoperability
points as defined by the Avaya DevConnect program and Product Managers.
 Defined roadmap to NG911 integration with NENA 08-003 V2 requirements and support for
Additional Data Repository (ADLR / ACDR) functionality.
Enterprise NG9-1-1
Network Data PSAP

What’s Missing from this NG9-1-1 Picture?
 Because we are delivering detailed location
information via SIP with the call . . . .
 ANI and ALI databases are NO LONGER
REQUIRED Nor is their management and
monthly fees. The data PSAPs want is:
 Floor Plans
 Video Feeds
 HazMat Material Safety Data Sheets
 Personal Medical Information (if the user
allows)
 Whatever solution customers buy today,

must be ready to take on this new role in the
future. Don’t buy legacy ‘fire sale’ technology

http://www.avaya.com/Fletcher
http://www.avaya.com/APN http://www.avaya.com/Fletch911


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Webrtc And E9-1-1: Impact On Public Safety Communications: March 25 - 27, 2014 І Orlando, Fl

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March 25 – 27th, 2014 І Orlando, FL

WebRTC and E9-1-1:

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

 Kari met her estranged husband in a Marshall,

 Why did the calls fail?

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

9-1-1 just turned 46 years old!

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Civic Addresses have now become

Cellular devices only offer X – Y

Cellular location is inefficient indoors,

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Even though Smart Devices exist, they have no way of communicating,

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

How does the Enterprise DATA get to the PSAP?

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

9-1-1 call with 908-848-2602 as CLID / ANI

908-848-2602 PHONE NUMBER QUERY

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

9-1-1 call with 908-848-2000 as CLID / ANI

908-848-2602 PHONE NUMBER QUERY

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

4TH FL SW SMITH BLDG

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

4TH FL CUBE 2C231

WHEN THEY ARRIVE AT THE CORRECT ADDRESS

PBX E9-1-1 Functionality:

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

 Termination of calls internally prohibited unless

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Understanding where the

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

 Enterprise MLTS / PBX can provide tracking

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Fletch just made a 9-1-1 call AND

Fletch just called 9-1-1 from his VPN phone

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

WHAT ABOUT ECAAS

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Service Resellers with Limited value proposition

• Minimal Differentiation TIER 3 • Distributors

Watch for Single Points of Failure

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Emergency Communications Tomorrow

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

 Introduce additional features

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

 This will empower Public Safety with

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

 WebRTC minimizes the need for network

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Summary in Three Slides

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

© 2014 Avaya Inc. Avaya – #AvayaATF 35

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

© 2014 Avaya Inc. Avaya – Confidential & Proprietary

Both Avaya and NENA Responded to FCC Notice of Inquiry