Managing NG9-1-1 what could go wrong?

Managing NG9-1-1 what could go wrong?

What Could Go Wrong? What Kinds of Potential Problems Can a PSAP Expect In An NG9-1-1 World That It Hasn’t Had to Deal With in a Legacy E9-1-1 World?

This session will discuss how Public Safety personnel will know there’s a problem with the NG9-1-1 system, what they might do to figure out the nature of the problem, and how they would go about getting the problem corrected.

Questions to Ponder • How will PSAP personnel know if there is a problem with an element in NG9-1-1 that affects service?

Questions to Ponder • What NG9-1-1 elements can fail without affecting the ability for a PSAP to answer calls-for-service?

Questions to Ponder • What troubleshooting steps should a PSAP undertake in order to resolve problems?

Questions to Ponder • What functions in NG9-1-1 are PSAP Administrators going to be responsible for which are different from current systems?

Questions to Ponder • Since NG9-1-1 is based on possibly diverse Functional Elements, how will this change the way PSAPs conduct business?

“I think an FE in my PSAP isn’t working” • Call Handling FE goes out – how do we know it’s out? • Is it possible for a call to enter the ESInet and not be answered? • “I called 911 – and it rang and rang and rang – and nobody answered”. • Incident Handling FE goes out and you can only “go to cards” - how do you recreate EIDDs for functional elements that are no longer functioning?

“Did I get an EIDD?” • How will we know if an EIDD is successfully transmitted? • What if the data in an EIDD is incorrect? • What information is available from EIDDs when researching the history of an incident?

Core Services

Greenville’s Data Circuit Cut By A Backhoe

Greenville’s Data Circuit Cut By A Backhoe • How does the new receiving agency know it’s now receiving calls for Greenville? • What’s the difference between an entire agency being down vs a mis-routed call? • What happens when an agency knows they want to transfer a call to Greenville but Greenville is down? • How is Discrepancy Reporting handled by the agency now receiving calls for Greenville?

Greenville’s Data Circuit Cut By A Backhoe • Would we ever have a situation where all 6 PSAPs in the State ECRF listed for Greenville were unavailable? A Hurricane Katrina type situation? What would happen? • “Stand in the front yard and yell!”?

Questions to Ponder • What information is available to help in determining what went “wrong” with a call? Examples: • 9-1-1 calls that did not reach PSAP. • Misrouted calls. • Missing Location

Calls that aren’t mine • A call shows up, it doesn’t belong to me, but I got it anyway • How did that happen? • What do I do with it? • How can I actually help the caller? • How can I prepare to deal with these diverted calls in advance?

“Where did that call go? Or why did I get this call?” • Understanding routing in NG9-1-1 • ECRF issues • Managing Queues • Routing rules • Things that go wrong • What to do about them • Tracing Calls

Why can’t I call back the caller? How will callbacks be accomplished from a given PSAP? Does the type of device matter? • Legacy wireline • Wireless phone • IP device over Internet • Others?

I wanna be a movie star • Video is important, gotta have it • Video issues that are really just the same as audio, but it’s just that there is more of it • Video issues that are distinct from audio issues

Interconnection and Security

“What happens when I get attacked?” • A DDoS attack happens. • How do I know? • What do I do? • What can I do to prepare? • How big of an attack are we talking about? .

“I got a call, but it’s garbled” • Understanding voice quality of service • What measurements exist • How do measurements relate to solutions

IP Packet Routing Issues • Differences between packet routing and call routing • How to recognize packet routing issues • Traceroute and ping • What to do

What could go wrong? What else can happen today? What would be the NG9-1-1 equivalent of that problem?

Managing NG9-1-1 what could go wrong?