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E9-1-1 Regulation, Liability, Solutions and Deployment

E9-1-1 Regulation, Liability, Solutions and Deployment. May 13th, 2010. Michael Lagger Regional Sales Director RedSky Technologies. Agenda- First Hour. What is E9-1-1? – A General Overview The Case for E9-1-1 State Legislation and Regulations Liability and Risk How E9-1-1 Works

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E9-1-1 Regulation, Liability, Solutions and Deployment

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  1. E9-1-1 Regulation, Liability, Solutions and Deployment May 13th, 2010 Michael Lagger Regional Sales Director RedSky Technologies

  2. Agenda- First Hour What is E9-1-1? – A General Overview The Case for E9-1-1 State Legislation and Regulations Liability and Risk How E9-1-1 Works Traditional ALI E9-1-1 E9-1-1 as a Service - Voice Positioning Center E9-1-1 How to Determine What E9-1-1 solution is Right for Your Enterprise

  3. Agenda – Second Hour E9-1-1 Solutions PS-ALI Hosted E9-1-1 E9-1-1 appliances On-premise E9-1-1 software solutions E9-1-1 Network Services Using your E9-1-1 system to improve emergency response 9-1-1 call notifications Broadcast Notifications E9-1-1 Solutions for Mobility E9-1-1 for WiFi phones E9-1-1 for Softphone and UC Clients my e911 for Smart phones E9-1-1 Services Audit Services Layer 2/Port Level Network Discovery Services Application Performance Monitoring Building a Budget for E9-1-1 – A Step-by-Step approach How to build support for your E9-1-1 Project inside your organization Resources

  4. E9-1-1 defined • E9-1-1 = Enhanced 9-1-1 • Basic 9-1-1 is a phone number and an address • E9-1-1 delivers a detailed location to 9-1-1 dispatchers • FLR 10 STE 100 RM 104 • FLR 3 6th AVE WALL • Essential for multi-floor building and campuses • Enables location description down to the desktop

  5. 911 Dispatch Screen with E9-1-1 Address + Building, Floor and Room

  6. Liability

  7. Why is Accurate E9-1-1 Information Important?

  8. Known Facts About The Incident • MedImmune has 15 different locations working from one PBX • Location information for all these buildings was the same; the company’s billing address for telecom services • Fatality occurred because the emergency crew arrived at the listed address determined from the CLID; the employee was in an adjacent MedImmune building with a different street address • Source familiar with the MedImmune network revealed there were no local trunks at each location that would have enabled site location.

  9. Facts about the Incident • MedImmune is based in Maryland which does not legislate E9-1-1 for Enterprises. They didn’t violate any state laws. • Did MedImmune take a calculated risk and avoid the cost of subscribing to a PS-ALI service? Perhaps they didn’t understand the issue or how the technology worked • MedImmune, a multinational company with 2200 employees and 7 U.S. locations;  Did they have an emergency policy? Would notification to local security have helped? The employee died on 9 AM on Tuesday and not during off hours.

  10. Liability Summary • Compliance – • If you are in a State with E9-1-1 regulation and you don’t comply and someone has an accident ……you can be sued under common law action. • Workers Compensation – • Workers compensation protection only applies when an injury arises out of and in the course of employment. Generally, courts have interpreted arising out of and in the course of employment to cover most injuries that occur at the work place. • Gross Negligence or Intentional Injuries Exception - • If a court finds the employer intentionally exposes its employees to known risks or dangers without informing them of the risks, an employee may sue his employer outside of the workers compensation system. • If a company knows that emergency responders show up at the wrong building when 9-1-1 is called, this could easily be interpreted as gross negligence.

  11. Liability Summary • Personal Animus Exception - • Injuries arising out of risks or conditions personal to the claimant – heart attacks or seizures • Since these are not “employment” related, they may not be covered by workers compensation • Contractors and Visitors • Workers Compensation does not cover contractors or visitors to a company • Contractors, on-call workers, or temporary help agency workers are nearly 10% of the workforce and are not covered by workers compensation

  12. Resources White Papers: Seyfarth Shaw white paper: Assessing E9-1-1 Liability and Risk http://www.redskyE9-1-1.com/documents/Assessing_E9-1-1_Liability_Risk.pdf Videos - Why incorporate E9-1-1 into a Corporate Risk Management Strategy?http://www.youtube.com/watch?v=c4UJ8dS03bk 4 Steps to Incorporate E9-1-1 into a Corporate Risk Management Strategyhttp://www.youtube.com/redskytechnologies#p/u/3/PEreuKSPqRQ

  13. E9-1-1 Regulation

  14. FCC and E9-1-1 • FCC has urged States to Adopt E9-1-1 Legislation • FCC is monitoring States’ adoption of E9-1-1 Legislation • FCC has indicated that they might act if States do not move quickly enough to enact E9-1-1 regulation • What is the FCC concerned about? • The ability of PBXs to send accurate caller and location information to the Public Safety Answering Point (PSAP) • The ability to do E9-1-1 dialing without dialing an access code • The PSAP should receive a valid callback number • Fully restricted telephones should be able to dial 911

  15. Why Have Regulations Been Enacted? States want employees to have the same 9-1-1 protection that they have at home Emergency Responders need an accurate location to get to someone fast in a corporate building or campus There are service providers using a single PBX to provide service to multiple companies, each with a different location Companies are spread out across multiple floors in a building or have multiple buildings on campus

  16. E9-1-1 Legislation 16 states have implemented E9-1-1 legislation Alaska is the newest State legislation requires enterprises to comply Regulations vary from State to State

  17. What’s Common in the Regulations? Enterprise Size: Enterprises that are over a certain size are required to provide E9-1-1 Enterprises that occupy multiple floors of a building Enterprises that have multiple buildings or locations Companies that provide a “shared” PBX to multiple companies

  18. Reasons Why Regulation Is Adopted So 9-1-1 callers, especially those who are incapacitated, confused, upset, who can not speak, who do not speak English, who are children, etc. can actually have 9-1-1 Dispatchers tell police, fire, or EMTs where to find them The problem is bad for PBXs serving a large building where only the building address is given The problem is worse (and untenable) when the PBX serves more than 1 building and gives only the address of the building in which the PBX is located And technology is complicating the problem with: The ease of relocating or moving VoIP phones Remote interconnected IP phones over VPNs, etc.

  19. Standards for Location Specificity • The Regulations set different standards for location specificity depending on the type of facility and its size • Shared residential systems – location must ID the residential unit (e.g., 145 MAIN ST, SUITE 203) • Business/Entity or Government systems – at least a building and floor location (called an ERL for Emergency Response Location) such as “WEST END OF 5th FLOOR” or “LABORATORY” or “WAREHOUSE 7B”, etc • Hotel/Motel systems – location must present unit identifier (e.g., an occupancy room) • School systems – location must present a unit identifier • NOTE: a unit identifier is a room name or number, unit name or number, or equivalent designation of a portion of a structure or building …

  20. Resources All State E9-1-1 Legislation is available at http://www.redskyE9-1-1.com/E9-1-1_information_center/ NENA – National Emergency Number Association E9-1-1 Model Legislation that serves as the basis for most State E9-1-1 Laws http://www.nena.org/standards/technical/data/mlts-model-legislation-2009

  21. How E9-1-1 Works

  22. Why E9-1-1 is Important to Enterprises They need to comply with regulations Emergency responders are showing up at the wrong location They are implementing a new IP phone platform and they need to track phone movement They have softphone users or remote agents They want their security department or on site medical responders to know when a 9-1-1 call is dialed

  23. ANI & ALI Defined • "Automatic Number Identification" or "ANI" • Outbound 10 Digit TN that the PBX sends when a 9-1-1 call is made • May be the DID number of the phone • May be a 10 Digit TN that is associated to one or more extensions • When it arrives at the PSAP, the PSAP does a “data dip” into the LEC’s ALI database to retrieve a location record (ALI) that corresponds to the ANI • "Automatic Location Identification" or "ALI" • The location record that is created to support an ANI • The location record is placed into the LEC ALI database • The ALI is “served-up” to the PSAP when the PSAP submits a “bid” using the ANI • The ALI record typically includes: • Company Name • Call back number (ANI) • Street Name, Address and Directional info • Floor name, room name or number, cubical number, floor quadrant • Community and State

  24. Traditional ALI E9-1-1: How it works

  25. PS-ALI Accounts • A PS-ALI account is required to put ALI records in the LEC’s ALI database • All LECs have their version of PS-ALI • AT&T (Ameritech) – called PS-ALI • AT&T (Bell South) – called Pin Point • Qwest – called Locator ID • Verizon – • What is PS-ALI? • A software application that allows you to put ALI records in the LEC ALI database • You have a secure log-in • You transfer your data over the web from your computer/network

  26. PS-ALI Accounts • Unless you have a PS-ALI Account, you do NOT have E9-1-1 • Unless you place ALI records in the LEC ALI Database, you do NOT have E9-1-1 • You’ll hear PBX vendors say they support E9-1-1, BUT what they really mean is that they can output ANI/ELIN • PBX vendors do not create ALI records and place those records in the LEC ALI Database

  27. Creating ALI Records • What’s in an ALI record? • Defined by NENA (National Emergency Number Association) • Format is called “NENA 2” • A NENA 2 record includes the following fields: • Calling phone number • Street number and street name • Street Directional (N, S, E, W) • Location, 20 characters ( Bldg. Flr, Rm) • Customer name • Community, state, zip code

  28. How to create ALI records • Manually • Purchase a PS-ALI account from your LEC • Assemble a spreadsheet based on the LEC PS-ALI format • Upload records to the PS-ALI database • From a PBX report • Generate a .cvs station report from the PBX • Configure into the LEC PS-ALI format • Use your PS-ALI account to upload records to the PS-ALI database • Automatically using software • Software can automatically retrieve Move, Adds and Changes from your PBX • Automatically configure and upload ALI records to the PS-ALI database using your PS-ALI account

  29. PS-ALI accounts • Benefits • Enables E9-1-1 - You can transfer detailed ALI records to the LEC • The ALI records will be “served up” to the PSAP when a 9-1-1 call arrives at the PSAP • Negatives • PS-ALI is a manual process • You have to update the ALI database every time you make a change • It’s easy to get the PS-ALI database out of sync • Hard to decipher error codes that come back from the LEC database • You need multiple PS-ALI accounts if you are served by more than one LEC • There is a one-time charge of up to $5000 to open an account • You have to set up an account and sign a contract with the LEC, which can be a very long (45-90 days) and arduous process involving your legal department • PS-ALI Databases have a 24 hour cycle time so no immediate updates

  30. Alternatives to PS-ALI accounts • Now there is an alternative to PS-ALI Accounts • National ALI service hosted “in the cloud” • Accepts and validates ALI records from any region in the US or Canada • Accepts and routes 9-1-1 calls to any PSAP in the USA and Canada • Benefits • No more PS-ALI contracts with LECs • Simplifies 9-1-1 call routing – all 9-1-1 calls go to the service • “Real-time” location updating – useful for softphones and mobile users • More on E9-1-1 as a Service later in the Session

  31. Defining Phone Locations

  32. Defining Phone Locations • Accurate phone locations are the core of E9-1-1 • Digital and Analog Phones • If you don’t have accurate phone locations now, you have to get there • Step One • Establish a location nomenclature • A uniform way to name locations for use in ALI records • Street Address for all Buildings • A uniform way to describe location inside a building ( Floor, Room, Quadrant) Work with your local Fire and Police Depts for their suggestions • Step Two – Gather the phone location data • Self – Audits • Professional Service Audits

  33. Applying the Location Nomenclature • Location Data can be stored • In the PBX/call server • Some PBXs have fields you can use to populate locations • Avaya, Nortel Meridian and CS1000 • In a separate external database • Active Directory • In the E9-1-1 application software • The application can store all location information including: • Buildings • Street addresses • Floor, Room, Quadrant

  34. Defining Locations for Digital, Analog and IP phones using the Station Screens

  35. E9-1-1 for Digital and Analog phones • The E9-1-1 Software will automatically retrieve location data from the station screen fields and create and send ALI records

  36. E9-1-1 for VoIP • “ELIN” replaces "ANI" • ELIN “ Emergency Line Information Number” • Outbound 10 Digit TN that the PBX sends when a 9-1-1 call is made • May be the DID number of the phone • May be a 10 Digit TN that is associated to one or more extensions • When it arrives at the PSAP, the PSAP does a “data dip” into the LEC’s ALI database to retrieve a location record (ALI) that corresponds to the ELIN • “ERL” replaces "ALI" • ERL “Emergency Response Location” • The location record that is created to support an ELIN • The location record is placed into the LEC ALI Database • The ERL record is “served-up” to the PSAP when the PSAP submits a “bid” using the ELIN • The ERL record typically includes: • Company Name • Call back number (ANI) • Street Name, Address and Directional • Floor name, room name or number, cubical number, Quadrant • Community and State

  37. E9-1-1 Key Components ERLs and ELINs– How They are Used • An ERL can be as big as a building or as small as a cubicle • Each ERL has a unique ELIN assigned to it • When a phone registers in an ERL it is assigned an ELIN • If any phone in the ERL dials 9-1-1, the ELIN, NOT the DID or ext., is sent out

  38. VoIP E9-1-1 –Network Regions/IP Ranges • This is the most common way that IP phones are tracked • When a phone plugs in, it is assigned an IP address associated to the Network Region • The call server or E9-1-1 application “reads” the IP address and assigns the ELIN to the phone • Phones can move from one region to another and automatically be discovered

  39. VoIP E9-1-1 – Network Regions/IP Ranges How it Works • In this example, the ERL is the entire floor of a building • Each ERL has a unique ELIN assigned to it • When a phone registers in an ERL it is assigned an ELIN

  40. VoIP E9-1-1 – Network Regions - Review • The most common way that IP phones are tracked • Use ERLs and ELINs • Some PBX/call servers have this as native capability • Avaya Communication Manager – v 2.x and forward • Nortel CS1000 – v 4.5 and forward • Cisco Call Manager supports network regions with Cisco Emergency Responder (CER) • NOT A COMPLETE SOLUTION!!! • You still need a PS-ALI account to put your ERL/ALI records in the LEC ALI Database

  41. VoIP E9-1-1 – Layer 2/Port Level Discovery • A second way to determine IP phone locations • Automatic discovery of an IP phone to the port on a Layer 2 voice data switch • Method allows you to discover location “down to the desktop” • Works by querying the Layer 2 switch to find out what phones are on the switch

  42. VoIP E9-1-1 – Layer 2/Port Level Discovery

  43. Layer 2/Port Level Discovery Requirements • Network must support SNMP queries – SNMP Enabled • In the case of Cisco Emergency Responder, all switches must be Cisco and enabled for Cisco Discovery Protocol • Community Strings of all Layer 2 switches known • An accurate database of locations for each port • An ELIN for each port (or an ELIN for each switch)

  44. How PBXs handle 9-1-1 calls

  45. How PBX/Call Servers Handle E9-1-1 • 9-1-1 Call Routing • Digital PBXs ( Avaya and Nortel) • have routing tables for trunk routing ( ISDN or CAMA trunks) • IP PBXs (Avaya, Nortel and Cisco) • have routing tables, trunks and gateways for 9-1-1 calls • Location Management • Digital PBXs ( Avaya and Nortel) • have station screens that can store location data • IP PBXs (Avaya, Nortel and Cisco) • Have Network Map screens to build and manage Network Regions/IP Ranges • Have tables that can be updated with the correct ELIN • Note: No PBX/call servers have automated interfaces to the LEC ALI Database or to E9-1-1 Services “in the Cloud”. They are NOT a complete solution. You MUST put your location records somewhere so they are available to the PSAP.

  46. How PBX/Call Servers Handle E9-1-1 • ELIN Management • Dynamic ELIN • A method used by Cisco Call Manager wherein the ELIN is served up dynamically by an external software application at the time of the 9-1-1 call • Static ELIN • A method used by Avaya and Nortel to determine the ELIN required by a phone when the phone registers. The ELIN is written to a field or table for use when a 9-1-1 call is made.

  47. 9-1-1 Call Trunking • Traditional 9-1-1 Call Trunking • Usually dictated by the LEC – What service they have available • ISDN PRI or CAMA • Serves primarily Digital PBXs ( Avaya and Nortel) • Analog lines might be used in remote office with a gateway • IP 9-1-1 Call Trunking • You can now send a 9-1-1 call securely over the Internet or over a private network using IP trunking with SIP signaling • This method significantly reduces the cost of having multiple dedicated E9-1-1 trunks at main and remote sites.

  48. The Right E9-1-1 Solution for You

  49. What Kind of Enterprise are You? Given the number of different ways to do E9-1-1, it is important to understand your requirements Baseline Questions: How many phones do you have? How many locations do you have? TDM, IP or SIP? What is your PBX/Call Server voice platform(s) Do you need 9-1-1 call notifications? Do you have your own security force? Do you have mobile or remote workers?

  50. What Kind of Enterprise are You?

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