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2011 Oregon APCO/NENA Training Conference. The Impacts of NG9-1-1 on Public Safety Communication Centers September 14, 2011. Jerry Schlesinger Public Safety Systems Revitalization Program City of Portland. 9/14/2011 - 1. Major NG9-1-1 Changes.

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slide1

2011 Oregon APCO/NENA

Training Conference

The Impacts of NG9-1-1 on Public Safety Communication Centers

September 14, 2011

Jerry Schlesinger

Public Safety Systems Revitalization Program

City of Portland

9/14/2011 - 1

slide2

Major NG9-1-1 Changes

  • Support for new media (text, images, streaming video, streaming audio, etc.)
  • New Infrastructure (no more CAMA lines; except to support legacy 9-1-1)
  • NEW NG9-1-1 applications (policy engines, LIS, ECRF, LVF, etc.)
  • New GIS based call routing (no more MSAG)

9/14/2011 - 2

slide3

NG9-1-1’s Implementation Timing

  • FCC Chairman Julius Genachowski:
  • “The NG9-1-1 system should be fully operational across the nation by 2020”.

9/14/2011 - 3

slide4

However,

  • NG9-1-1 is being implemented now:
  • March 7, 2011, TeleCommunication Systems Selected by State of Tennessee for Next Generation 9-1-1 Services.
  • On June 9, 2011, Synergem Emergency Services successfully routed the Nation’s first end-to-end call through an Emergency Services IP Network (ESInet).
  • June 15, 2011, Emergency communications leader Cassidian Communications announced today the implementation of its next generation 9-1-1 (NG9-1-1) Sentinel® Patriot® call processing solution within the Gaston County, N.C., Police Department 9-1-1 Communications Center.
  • DURHAM, N.C. – Beginning today (8/3/2011), Durham residents and visitors who are also Verizon Wireless customers can send a text message to 911 for emergency help as part of a six-month trial to test the potential of offering this new technology

9/14/2011 - 4

slide5

Takeaway:

  • Important to start thinking about and planning for NG9-1-1 NOW!

9/14/2011 - 5

slide6

New NG9-1-1 Media

  • Text, images, streaming audio, streaming video, and telematic devices.
  • Telematic devices automatically notify com-centers of events:
    • Accident detection
    • Medical alarms
    • Intrusion alarms
  • Pollution sensors
  • Equipment failure sensors
  • Temperature sensors

9/14/2011 - 6

slide7

NG9-1-1 Media Impacts

  • SOPS
    • Text and media hang-ups.
    • When to send additional media to responders (control room atmosphere).
    • How to handle telematic events.
    • Increased PTSD cases
    • Different when you see repercussions of an event versus hearing it.
    • Public education
  • How to use NG9-1-1 compatible devices (texting 9-1-1, sending images, video and/or audio to 9-1-1)
  • When to text, when to call and when to video

9/14/2011 - 7

slide8

Public Education Samples

  • First call 9-1-1 and start texting when a connection is established.
  • Text 9-1-1 only when calling 911 is not an option.
  • Takes longer to receive a text message because someone must enter the text, the message then goes through the system, and the 911 telecommunicator must read the text and then text back.
  • Texting is not always instantaneous, which is critical during a life-threatening emergency
  • Providing location information and nature of the emergency in the first text message is imperative since 9-1-1 may not be able to determine the phone’s location or speak with the person who is sending the text.
  • Text abbreviations or slang should never be used so that the intent of the dialogue can be as clear as possible.
  • Texts sent to 911 have the same 160 character limit as other text messages.

9/14/2011 - 8

slide9

NG9-1-1 Media Impacts (cont.)

  • Additional instruction and training
    • Understanding texting hieroglyphics (OMG, [email protected], etc.)
    • Using new equipment (logging recorders, handling calls, bridging and transferring calls, etc.)
    • Connecting two or more related calls to each other
    • New Internet and NG9-1-1 terminology:
  • Uniform Resource Name (URN): urn:nena:service:sos PSAP, urn:nena:service:responder.police Police agency, etc.
  • Uniform Resource Identifier (URI): [email protected]com, [email protected], etc.
  • Session Initiation Protocol (SIP)

9/14/2011 - 9

slide10

NG9-1-1 Infrastructure

  • Composed of two major components:
    • Emergency Services IP Network (ESInet)
      • i3 definition -- an IP-based inter-network (network of networks) that can be shared by all public safety agencies that may be involved in any emergency.
      • Privately managed broadband network through which emergency calls, media, and associated data is routed from the reporting party/device to an available agent that is able to assist.
    • NG9-1-1 (i3) Applications -- functional elements that reside on the ESInet or at a communication center including:
      • Border Control Function (BCF) – protect the ESInet from virus, malware, denial of service attacks and other dangers.
      • Location Validation Function (LVF) – validates civic locations.
      • Emergency Call Routing Function (ECRF) – uses GIS technology to route calls to their final destinations.
      • Emergency Services Routing Proxy (ESRP) – uses a policy routing function to route emergency calls to an available PSAP and/or agent.
      • Legacy Network Gateway – converts legacy calls to NG (SIP).

9/14/2011 - 10

slide12

Seattle Metro Regional ESInet

Portland Metro Regional ESInet

Central Oregon Regional ESInet

Washington

ESInet

Idaho

ESInet

National

ESInet

Oregon

ESInet

ESInet a Network of Networks

Optional

9/14/2011 - 12

slide13

NG9-1-1 Compliant Centers

  • Most PSAP equipment and software systems must be modified to be NG9-1-1 (i3) compliant:
    • IP fosters interoperability and component interchange

9/14/2011 - 13

slide14

NG9-1-1 Compliant Centers

  • Sample Requirements:
    • All FEs that render or generate any media type must support the media formats required for that type.
    • The Management Console FE will support general management functions for the PSAP including registering the URLs of the PSAPs FEs ([email protected]) and updating the Emergency Services Routing Proxies (ESRPs) with the current state of the PSAP.
    • Telecommunicators authenticate using single sign on authentication as defined in the i3 specification.
    • Calls shall enter the PSAP via SIP signaling [as defined in section 4.1 or NENA 08-003].
    • Location shall be received with Calls with location specified in the Geolocation Header.
    • If a call is received with location by reference, the NG9-1-1 PSAP must use the reference to retrieve (dereference) the location through a data interface such as the Emergency Services Messaging Interface (ESMI), Emergency Information Services Interface (EISI) or other web services protocols.
    • The PSAP Incident Creation FE shall determine the specific dispatch agencies for the incident by querying the ECRF and the ESRP FE using the LoST interface protocol (7 ) and applicable interfaces see i3 Stage 3 document [4], ESRP section.
    • If the Incident Creation FE is used to close an Incident, the Incident Creation FE must initiate logging of a ClearIncidentLogEvent to the Logging Service as specified in the Logging Service section of NENA 08-003

9/14/2011 - 14

slide15

NG9-1-1 Infrastructure Impacts

  • Equipment and systems (logging recorders, CPE, CAD, etc.).
  • Existing and procured systems must be compliant with i3 requirements and capabilities.
  • Additional education and training required to understand how to operate an NG9-1-1 compliant PSAP.
  • Management.
  • SLAs and working relationships established with ESInet and hosted application systems providers.
  • Additional education and training required to understand how to manage an NG9-1-1 compliant PSAP (reporting metrics, policies, informing ESRP of PSAP status, etc.).

9/14/2011 - 15

slide16

NG9-1-1 Infrastructure Impacts (cont.)

  • Policy options.
  • Policy rules must be developed to take advantage of enhanced i3 functionality.
  • Minimal policies ensure centers operates similar to legacy 9-1-1.
  • i3 policy language and format must be used.
  • Advanced capabilities are powerful:
    • Receiving call overflows from busy or inoperable PSAPs.
    • Establishing policies that determine when the center is too busy to receive calls.
    • Time of day, day of the week based policies
    • Can act as ACD routing calls to available call takers as required.

9/14/2011 - 16

slide17

Comm. Center Organization

  • IP provides increased flexibility.
  • Support for different organizational structures including virtual PSAPs.
  • With proper authentication, call takers can be located virtually anywhere.
  • With proper radio equipment, dispatcher can also be geographically dispersed.
  • Call information including information entered by telecommunicators is carried with the call:
  • Transferred calls
  • Bridged calls
  • Updated call location
  • Nature code
  • Comments

9/14/2011 - 17

slide18

Virtual PSAP Examples

Call Taker

at

Home

Call Taker

at

Home

Comm Center

Airport Center

Call Center

1

Call Center

2

Call Center

3

Call Center

3

Dispatch

A

Dispatch

B

FS Overflow

Geographically Dispersed

Center

Complex Configuration

9/14/2011 - 18

slide19

GIS Based Call Routing -- Validation

  • Fixed and nomadic phones validated before emergency (9-1-1) calls are made:
    • No MSAG, must use GIS files/data.
    • Similar to today, except uses the same GIS files as used for routing.
    • Civic location validation process:

Larger Geography

Smaller Geography

Country

State

City

Neighborhood

Street Range

Structure

Sub-structure

9/14/2011 - 19

slide20

NG 9-1-1 Call Routing

  • All calls are geographically analyzed to determine the PSAP responsible for an emergency call
  • Location +
  • Service URN
  • LoST
  • Protocol (XML)

State’s Emergency Service Routing Proxy (ESRP)

Emergency Call Routing Function

(ECRF)

PSAP URI OR ESRP

9-1-1 Call

Regional ESRP or PSAP

  • No selective routers
  • No ESRKs, pANI, etc..

9/14/2011 - 20

slide21

ECRF Processing – Mobile Call

Mobile 9-1-1 Call

  • X, Y, Z
  • Coordinate

X

  • ESRP forwards call’s geodetic location
  • ECRF completes Point-in-polygon analysis to identify containing boundary
  • ECRF returns name (URI) of containing polygon

ECRF Service Area Polygon Layer

9/14/2011 - 21

slide22

ECRF Processing – Fixed Call

Fixed Location

9-1-1 Call

  • Civic
  • Location

X

  • ESRP forwards call’s civic address
  • ECRF geocodes call’s pre-validated address to determine its spatial location
  • ECRF completes Point-in-polygon analysis to identify containing boundary
  • ECRF returns name (URI) of containing polygon

ECRF Service Area Polygon Layer

9/14/2011 - 22

slide23

ESRP End-PSAP Processing

  • Now that the regional ESRP knows which PSAP is responsible, what does it do with the information?
  • Location +
  • Service URN
  • LoST
  • Protocol (XML)

State’s Emergency Service Routing Proxy (ESRP)

Emergency Call Routing Function

(ECRF)

PSAP URI OR ESRP

9-1-1 Call

Regional ESRP or PSAP

9/14/2011 - 23

slide24

End Point (PSAP) Selection

  • Regional ESRP Consults its internal policies to determine the final PSAP
  • Time of day
  • Day of week
  • PSAP state (open, busy, inoperative, etc.)
  • PSAPs and 9-1-1 authorities must set up the ESRP’s routing and other policies
  • Who will cover for whom
  • When will a PSAP’s calls be forwarded to a covering PSAP

9/14/2011 - 24

slide25

GIS Call Routing Impacts

  • No MSAG
  • Greater reliance on accurate and detailed GIS data.
  • 9-1-1 authority responsible for accurate GIS data.
  • Need enhanced relationship with GIS community.
  • No Emergency Service Numbers/Zones (ESN/ESZ)
  • Service provider is a function of policy as well as geography.
  • Default is to not provide service agencies with the call, but to obtain them as part of the call’s processing.
  • Need to adjust procedures or equipment to be compatible with legacy procedures.

9/14/2011 - 25

slide26

2011 Oregon APCO/NENA

Training Conference

Questions?

9/14/2011 - 25

slide27

2011 Oregon APCO/NENA

Training Conference

Thank you for listening

9/14/2011 - 27

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