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Calls to Emergency and Aid Services Focus on 112 Situation in Belgium

Calls to Emergency and Aid Services Focus on 112 Situation in Belgium. Gregory Glineur – Belgacom Carrier & Wholesale Solutions Gregory Wille – Belgacom Service Delivery Engine- Solutions Development Warsaw – March 19 th 2012. Agenda. Belgacom and the Belgian Telecom Landscape

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Calls to Emergency and Aid Services Focus on 112 Situation in Belgium

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  1. Calls to Emergency and Aid Services Focus on 112Situation in Belgium Gregory Glineur – Belgacom Carrier & Wholesale Solutions Gregory Wille– Belgacom Service Delivery Engine- Solutions Development Warsaw – March 19th 2012

  2. Agenda • Belgacom and the Belgian Telecom Landscape • Type of Emergency and Aid numbers • Treatment of Emergency and Aid calls • The routing of Emergency calls from the Belgacom fix network • The routing of Emergency calls from the Belgacom mobile network • The routing of Emergency calls from the alternative operators • Evolution of the Service to Emergency numbers

  3. Agenda • Belgacom and the Belgian Telecom Landscape • Type of Emergency and Aid numbers • Treatment of Emergency and Aid calls • The routing of Emergency calls from the Belgacom fix network • The routing of Emergency calls from the Belgacom mobile network • The routing of Emergency calls from the alternative operators • Evolution of the Service to Emergency numbers

  4. Belgacom is a genuinely Belgian company

  5. Belgacom is a keyplayer … Belgacom is the incumbent Belgian operator. As a service company, it operates in the telecom, IT and media fields. A nationwide, high- quality fixed & mobile network places us amongst the leaders for fiber coverage and makes us the leader in 3G coverage and mobile speed. Belgacomis a leading player on the residential and business markets in the three regions of Belgium. It has also seized real opportunities in a range of selected markets abroad.

  6. … a leader with key assets:Convergent fixed and mobile networks • Best 3G network in Belgiumwith 97% coverage 88.5%of Belgian households have access to Belgacom TV TOP 10 worldwide in fiber coverage 99.9% ADSL 97% 3G coverage Belgacom TV is one of the mostfrontrunner IPTV services in the world with >1 Million users • Winner of the Telecom Services Vendor Award 2010 : • amongst the companies supplying the hardware, software and services for the global telecoms industry.

  7. Organized in a customer centric way to answer customer needs Enterprise Business Unit (EBU) … provides services to our professional customers BICS … is a joint venture between Belgacom, Swisscom Fixnet, and MTN, and is responsible for international carrier activities Consumer Business Unit (CBU) … takes care of our residential customers Service Delivery Engine & Wholesale (SDE&W) … offers network and IT services and services to other operators and suppliers on the Belgian market Staff & Support (S&S) … brings together all the horizontal functions that support the Group’s activities

  8. The telecom landscape in Belgium Mass Market Mobile Operators Corporate

  9. Agenda • Belgacom and the Belgian Telecom Landscape • Type of Emergency and Aid numbers • Treatment of Emergency and Aid calls • The routing of Emergency calls from the Belgacom fix network • The routing of Emergency calls from the Belgacom mobile network • The routing of Emergency calls from the alternative operators • Evolution of the Service to Emergency numbers

  10. What are the Emergency and Aid Services? • Art.107 of the Law of 13/06/2005 on electronic communications defines the Emergency and Aid Services and the obligations of telecom operators • Royal Decree of 02/02/2007 provides an update on the different types of numbers that are used for Emergency and Aid Services : • 3-digits format (1AB) • European harmonised number format • E164 numbers format – geographic or non geographic numbers • Calls to the Emergency and Aid Services must be free of charge for the end-users • The telecom operators have the obligations to • Route the calls to the Emergency and Aid Services according to the routing tables provided by each service (coordinated by the Federal Public Service Interior - Directorate of Civil Security) • Bear the costs of the calls of their end users to the Emergency and Aid Services

  11. What are the Emergency and Aid Services? Generic number format = 1AB • 100 (Medical Urgency Service and Fire brigade) • 101 (Police Services) • 112 (European Emergency Service) • 116000 (European Centre for Missing and Sexually Exploited Children) • 102 – 103 – 104 (Children’s Phone in NL, FR and GE) • 105 – Red Cross • 106 - 107 - 108 (Telephone Crisis Intervention in NL, FR and GE) • Standard E164 numbers also used for • Anti-Poison (070 245 245) • Suicide Prevention (0800 32123 – 02 649 9555)

  12. Agenda • Belgacom and the Belgian Telecom Landscape • Type of Emergency and Aid numbers • Treatment of Emergency and Aid calls • The routing of Emergency calls from the Belgacom fix network • The routing of Emergency calls from the Belgacom mobile network • The routing of Emergency calls from the alternative operators • Evolution of the Service to Emergency numbers

  13. Emergency Calls : facts & figures • Call volumes in 2010: (source FOD IBZ) -> incoming… 101 : 3,047 Miocalls 100 : 1,536 Miocalls 112 : 0,702 Mio calls • Share of mobile phones: • Call response times : < 5 ‘ 65+ % <10’ 85+ % < 20’ 95+ % • Call transfer is guaranteed between 100 & 101, ensuring ‘1 stop’ call taking & handling : • conference call based in case of physical danger emergencies • call forwarding in all other cases • Prioritisation of incoming calls, based on recognition of callgroups : 112 is directly recognisable, handled as priority nr 1 (equal to 100) 17% going to 101 83% going to 100 63 % mobile phonesk 37 % fixedlinesm

  14. Treatment of Emergency and Aid calls • 101-calls  • 100/112-calls 100/112 centres • One 100/112 center (except for Walloon Brabant) and one 101 center in each province + Brussels Centers for Information and Communication (CIC 101 of the Integrated Police)  urgent police help  Medical Urgency Service & Fire Brigade

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  16. hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh hhj kjljkhkjhn hkh Treatment of Emergency and Aid callsActualSituation – 101 Decentralised Federal Police services 196 Local Police Zones National Operations Center & 11 emergencycentres (= 1 per province) CIC ANT CIC WVL CIC LIM CIC OVL CIC VBR CIC BRU CIC HAI CIC LIE • CIC OVL : • 07.03.07 1st 112 center • Colocation 100+101+112 • Technologyintegration • CIC VBR : • -13.10.09 2nd 112 center HCS NAM CIC BRW CIC LUX National Operations Center Information & Communications standardisation DG Admin Police DG Judicial Police DG Support CG DirOpsInformation HEAD Operations Commissioner Genera FederalPolice Project Manager 101/112

  17. Treatment of Emergency and Aid callsActualSituation - model all 101 centers on CAD (Astrid Ltd) citizens police men 101 calltaking dispatching mixed team of citizens & firemen 2 out of 11 100 centers on CAD (Astrid Ltd) 100 … alerting callhandling 112 … dispatching Medical practicioners (nurses) for medical guidance & follow-up

  18. 112 as overall Emergency NumberActual Situation – model for 112 calls all 101 centers on CAD (Astrid Ltd) citizens police men 101 calltaking dispatching mixed team of citizens & firemen 2 out of 11 100 centers on CAD (Astrid Ltd) 3 100 1 … alerting callhandling 2 112 … dispatching Medical practicioners (nurses) for medical guidance & follow-up

  19. Agenda • Belgacom and the Belgian Telecom Landscape • Type of Emergency and Aid numbers • Treatment of Emergency and Aid calls • The routing of Emergency calls from the Belgacom fix network • The routing of Emergency calls from the Belgacom mobile network • The routing of Emergency calls from the alternative operators • Evolution of the Service to Emergency numbers

  20. The routing of Emergency calls from the Belgacom fix network Obligations of a network operator • Emergency calls must be routed to the nearest PSAP (Public Safety Answering Point): • There are 11 PSAPs in Belgium (one per province) • Key for fixed networks: the post code of the installation address • = exact routing • Key for mobile networks: the Base Station • Coverage of a Base Station does not exactly match the province borders. • Location of the caller must be provided to the PSAP: • Call from fixed network: CLI look-up in the emergency location database • CLI is always sent to PSAP (also in case of presentation restriction). • Call from mobile network: PSAP can pull the location of the caller from the mobile network (see further).

  21. The routing of Emergency calls from the Belgacom fix network • Every PSAP has a Centre Indicator (<CI>) • Originating network must put the <CI> in the called party number ( as a function of the location of the caller) • Format of the called party number allows priority routing: • Either via dedicated emergency bundles (over the interconnect between OLO and Belgacom) • By using Selective Circuit Reservation. • Routing in the backbone is redundant • Transit exchanges are organised in mated pairs.

  22. The routing of Emergency calls from the Belgacom fix network • Each PSAP has a double connection with the PSTN • Technology = ISDN (PRA or BA); • 2 local exchanges (LEX) translate the short number into an E.164 number; • No overlap in transmission path from each LEX; • Terminating transit exchange applies load-distribution between both LEXes; • Crank-back in the terminating transit exchange on reception of “congestion”;

  23. The routing of Emergency calls from the Belgacom fix network Multi-site PABX: problem • Some PABXes cover multiple sites but have only one break-out with the PSTN • Public network knows only the installation address of the break-out point; • Sites may be located in several provinces; • And have different addresses; • PABXes support internal nomadicity.

  24. The routing of Emergency calls from the Belgacom fix network Multi-site PABX: solution • PABX must deliver to the public network: • Routing information: • By adding the post code of the caller’s site to the called party number; • Is converted by the network into a Centre Indicator; • Special format 1992 1AB <post code> (1AB is the emergency number). • Location of the caller: • By changing the CLI of the caller into a “site” CLI; • “site” CLIs are entered in the emergency location database with the specific address of the customer’s site; • “site” CLI must callable (in case the PSAP needs additional information).

  25. Agenda • Belgacom and the Belgian Telecom Landscape • Type of Emergency and Aid numbers • Treatment of Emergency and Aid calls • The routing of Emergency calls from the Belgacom fix network • The routing of Emergency calls from the Belgacom mobile network • The routing of Emergency calls from the alternative operators • Evolution of the Service to Emergency numbers

  26. The routing of Emergency calls from the Belgacom mobile network • Upon dialing the internationally accepted emergency number 112 followed by pushing the ’SEND’ key, the mobile equipment sends an emergency setup message to the MSC. • If the subscriber is active, the emergency call setup proceeds regardless of any traffic restrictions (e.g. roaming not allowed, call barring) that may be stored in the visitor location register (VLR). • When the MSC receives the emergency setup message, it determines the location area code (LACOD) and the cell identity (CI) of the cell in which the mobile subscriber is roaming. With this information, the MSC is able to retrieve a number identifying a nearby emergency center and enables the MSC to set up a connection to the emergency call center which is located in the PSTN. Note : When the mobile subscriber dials a short code, defined as emergency number in the MSC area (ex : 100, 101…) , the normal call setup is initiated by the setup message

  27. Priority of emergencycalls in mobile network On the A and Iu interface, mobile-originating emergency calls are treated as a special transaction type 3GPP TS 24.008. • For queing and prevention following parameters are relevant (BSSAP, assign request) • PRIO: priority • QA: Queueing allowed; indicates if call is allowed to be queued in case of radio congestion. • PVI: preemptionvulnarabillity indicator: indicates if the speech channel of this call can be taken over by a higher prio-call. • PCI: preeption cap. ind: indicates if this call is allowed to take the channel of another call in case of radio congestion.

  28. Belgacom PSTN Location service in mobile network (1) 3. MAP Any Time Interrogation (location current) HLR GMLC 8. MAP ATI ack 2. Soap request with MSISDN 4. MAP Provide Subscriber Information 7. MAP Provide Subscriber Information ack with location information 9. Soap anwswer with coordinates X,Y 5. Paging Emergency centre 6. Paging response Call to 112 RAN MSC 1. Call set up to emergency number with format C01<CI>1AB GMLC (location server) may request the location and/or status information of a mobile station any time by sending a MAP Any Time Interrogation message to the HLR, only dedicated GLMC (from own country) are allowed to enquiry this information on HLR -> If the subscriber is inbound roamer, the GMLC won’t get any response from the HLR so no location will be retrieved

  29. Location service in mobile network (2) • IF Client is an actor that submits an LES request (Emergency service in our case) . It uses a SOAP/XML over HTTP(S) based interface • Integration Framework handles incoming LES requests and uses the Location Server for obtaining the position of a subscriber and the Geo-Toolbox to map addresses on positions • The customer is the person who is searched. For Emergency service, all subscribers are by default subscribed, there are no TP Notifier & LES Provisionning involved. • The coordinates are not the coordinates of the handset but those of the centre of the area covered by the antenna to which the handset is connected. A radius is also given.

  30. Agenda • Belgacom and the Belgian Telecom Landscape • Type of Emergency and Aid numbers • Treatment of Emergency and Aid calls • The routing of Emergency calls from the Belgacom fix network • The routing of Emergency calls from the Belgacom mobile network • The routing of Emergency calls from the alternative operators • Evolution of the Service to Emergency numbers

  31. Emergency call routing from the alternative operators • Access the 3 Digits Emergency Services by interconnected Operators is subject to a number of technical conditions • Operators have to insert some specific information in the “called party number” parameter of the signalling messages sent to the Belgacom Network • the identity of the emergency dispatching centre that will treat the call and which is determined by the competent authorities. • the full CLI to the Belgacom Network and that CLI will be provided by Belgacom to the 100/101/110/112-services. • In addition, these Emergency Services must be provided with an access to a database (*) in case they need more information about the calling party. This access by the emergency dispatching centres could be based on an access to a Belgacom database which would then integrate the necessary data regarding the Operator • (*) The EMR (emergency) data entry service offered by Belgacom to OLO consists of the inclusion of OLO subscriber data in the Belgacom database accessible for the Emergency Services, hereafter called the EMR database. • This service is only offered to fixed operators (FOLO's) for geographic numbers

  32. Emergency call routing from the alternative operators • In order to assist the alternative operator in complying with their obligations of routing the calls from their networks to Emergency and Aid Services Belgacom offers interconnection services to connect to the Emergency services • Our interconnection offers contains Services plans • 112 - Emergency and Aid Services: 3 Digits Emergency Calls • 120 - Emergency and Aid Services: Other Emergency Calls • 121 - Emergency and Aid Services: 3 Digits Aid Calls • 125 - Harmonised Numbers for Harmonised Services of Social Value : Calls to BGC 116XXX numbers • 525 - EMR Data Entries ( 112

  33. Agenda • Belgacom and the Belgian Telecom Landscape • Type of Emergency and Aid numbers • Treatment of Emergency and Aid calls • The routing of Emergency calls from the Belgacom fix network • The routing of Emergency calls from the Belgacom mobile network • The routing of Emergency calls from the alternative operators • Evolution of the Service to Emergency numbers

  34. 112 for disabled people • Today deaf people have the possibility to contact the emergency services by mean of sending a fax to PSAP • Evolution towards SMS to112 • Act of 14.11.2011 introduces in article 107 of the act pertaining to electronic communications the obligation for mobile operators to make SMS to 112 (100/101) possible. • Technical meetings for implementation are ongoing between operators and emergency services offering assistance on site.

  35. 112 as overall EmergencyNumberFurther Steps - projects • Migration of all remaining 100 centers into • shared CAD-platforms (common for 100 & 101 per site) • common building premises (co-location for both organisations, preferably 1 common control room • and as a consequence, move to multidisciplinary operations & integrated operational reporting • Provide an integrated dispatching functionality with a full-range fire dispatch to the Fire departments as the basic building block for a provincial dispatching from the 100 center (incl. zonal remote dispatch units as an operational alternative) • Build a dedicated 112 organisation, including • the required operational structure • a straightforward HR-framework (organisation & individual) • Migrate to the final operational 112 concept with neutral calltaking, followed by the respective dispatchings.

  36. 112 as overall Emergency NumberIntegrated dispatching all 101/100/112 centers with CAD (Astrid nv) police men 101 “neutral” calltakers police dispatching 100 100/112 operators 100/112 operators + medical regulator 112 Integrated dispatching For 100 and 112 calltaking and dispatching will become two distinct tasks, but the 100/112 operators will remain one team. Everyone will be able to do Calltaking at one time and Dispatching at another time.

  37. 112 as overall EmergencyNumberIntegrated dispatching • The next migrationswillinclude the “integrated Dispatching” • Seperatescalltakingand dispatching • Fasteralerting (simultaneousfurthercalltakingand dispatching/alerting the fire stations) • Recommending on the level of availablepeopleandvehicles, based on localreaction plans • Dispatching and/or Viewer Application from the fire zone is possible

  38. 112 as overall Emergency NumberFurther Steps - final model all 101/100/112 centers on CAD (Astrid Ltd) police men 101 police dispatching citizens mixed team of firemen & citizen (with medical expertise) 100 neutral calltaking (all disciplines) 112 medical & fire dispatching principle : INTEGRATED CONTROL ROOM & INTERCONNECTED PSAP’s

  39. Masterplan 112 – ongoing projectsTechnical & Operational • Physical and technological migration of the remaining 100/112 centers • Full-range fire department dispatch engines • Interactive/intelligent Q&A engines (supporting multidisciplinary calltaking protocols) • SMS for deaf & impaired people • Easy to handle recording engine • …

  40. Special mention to the contributors of the presentation • Thomas Biebauw – Federal Public Service Interior • Rudi Smet– Belgian Institute for Post & Telecommunications • Isabelle Rion– Belgacom Group Legal • Pol Vangheluwe – Belgacom Service Delivery Engine - Solutions Development

  41. Questions ? Thank You For Your Attention

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