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The Impacts of NG9-1-1 on Public Safety Communication Centers September 14, 2011 - PowerPoint PPT Presentation

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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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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

  • 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

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


  • 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


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

9/14/2011 - 5

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

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

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

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], [email protected], etc.

  • Session Initiation Protocol (SIP)

9/14/2011 - 9

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

NG9-1-1 Infrastructure (cont.)

9/14/2011 - 11

Seattle Metro Regional ESInet

Portland Metro Regional ESInet

Central Oregon Regional ESInet









ESInet a Network of Networks


9/14/2011 - 12

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

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

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

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

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

Virtual PSAP Examples

Call Taker



Call Taker



Comm Center

Airport Center

Call Center


Call Center


Call Center


Call Center






FS Overflow

Geographically Dispersed


Complex Configuration

9/14/2011 - 18

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





Street Range



9/14/2011 - 19

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



9-1-1 Call

Regional ESRP or PSAP

  • No selective routers

  • No ESRKs, pANI, etc..

9/14/2011 - 20

ECRF Processing – Mobile Call

Mobile 9-1-1 Call

  • X, Y, Z

  • Coordinate


  • 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

ECRF Processing – Fixed Call

Fixed Location

9-1-1 Call

  • Civic

  • Location


  • 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

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



9-1-1 Call

Regional ESRP or PSAP

9/14/2011 - 23

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

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

2011 Oregon APCO/NENA

Training Conference


9/14/2011 - 25

2011 Oregon APCO/NENA

Training Conference

Thank you for listening

9/14/2011 - 27