William Svien EVP, 911 ETC, Inc.

William SvienEVP, 911 ETC,

Inc.

Addressing the Safety Glitch

in the 911System

911 ETC, Who We Are

The Industry Leader in ASP automation of Enterprise Enhanced 911

A Fully Developed Product An Experienced Management Team An Excellent and Diverse Customer Base Strong Industry Partners and Alliances

911 ETC, Incorporated Founded in 1995 / Based near Seattle, WA

(Everett) 911 ETC maintains Customer Data

911 ETC provides Enhanced 911 Database Management and On-site Emergency Notification to provide Precise Location Information

911 ETC interfaces for Customers to National DatabasesETC assists in interfacing end-user’s Telecom network PBX (Private Branch Exchange)/VoIP Networks with the local PSAP (Public Safety Answer Point) to provide Automatic Number Identification (ANI) and Automatic Location Identification (ALI) necessary for all Enhanced 911 calls.

What is E-911? Providing Precise Location Information to

Emergency responders when a 9-1-1 call is placed

If you dial “9” or some other numbers to get an “outside line”, chances are that the address that comes up to the emergency responder on the other end of your call does not pin-point your location. The information could be a Billing address or main office location vs. your precise location.

The Challenge of Locating a 911 Caller• Wired

Wireless

Requirestriangulation

of two or more towers

Automatic LocationInformation (ALI)

Database

InternetService Provider to

3rd party

ALI Database

ALI Database

Non-enterprise VoIP

The Challenge of Locating a 911 Caller• The complex world of the Enterprise

Large geographically distributed private network

that can span multiple geographies and

governmental jurisdictions

Private Switch Automatic LocationInformation (PS/ALI)

Database

Did you know?

Approximately 240 Million 9-1-1 calls are placed each year in the US?

That is approximately:657,534 a day27,397 each hour456 each minute7.6 every second

15 States with Current E-911 Legislation

(Six States have legislation currently pending)

Who is Responsible?A Technical Requirements

Document published in February of 2009 by NENA states:

“Recent technology innovations have made it critically important for organizations to address the challenge of identifying the location of the users of communications systems during emergencies in the Multi Line Telephone System (MLTS) environment. . . The owner of or leadership of the organization who gains benefit from the services of an MLTS is ultimately responsible to ensure that the information contained in the PS/ALI database is accurate.”

Why Implement E-911? Ethical

It is the right thing to do Protects the organization’s people

Legal Enhanced 911 is being mandated across much of the

U.S. Various mandates in 20 states; 6 with legislation

pending FCC VoIP E911 Order/S.428 VoIP 911 Bill

Risk Management Potential liability from employee suit if 911 was

unable to respond New focus on terrorism has heightened awareness Employee Safety Visitor / Guest Safety

E911 Solution Options

Do It Yourself:

Least cost on front end Least cost to maintain (Human

capital?) Manual process Responsibility risk liability retained

(flag and fix errors)

E911 Solution Options

Automation – Buy a Boxed Solution:

High Cost on front-end Automated Process Reasonable cost to maintain

Software maintenance Human capital costs

Responsibility risk liability retained (flag and fix errors)

E911 Solution Options

Software as a Service (SaaS) Solution:

Reasonable cost on front-end Reasonable cost to maintain Automated Process Responsibility risk liability shifted to provider

(flag and fix errors)

Considerations: TelcoFacilities and Routing the 911

Call:

ISDN PRI, SIP, or CAMA Trunks Central Office SS7 signaling or

equivalent? VoIP Network Positioning Server Selective Router serving area

Multiple Area codes in Enterprise

PSAP Geographic Serving Area

Considerations: Telco (cont.)PS/ALI or SIP Gateway (ILEC /CLEC)Locator ID, Informed PRI, PinPoint Service, Verizon-PSALI911 Enable, Dash, VIXXI

Build E911 DID Database SIP Provider Databases Submission of Data to Telco

Fix errors and resubmit Repeat until data is clean

Update Data daily or on schedule Fix database errors and resubmit to Telco

Error codes DID Range, NENA ID, etc. (Verizon has 72 different error codes)

Considerations: PBXCall Routing• Enterprise networked?• ANI turned on and pushed through to

the PSTN (Caller ID presented to network?)

• ISDN, SIP, or CAMA trunks (dedicated)

Administration• Telephone location ID set-up within the

PBX• Tie station table with location ID to E-

911 DID database (s)• Traditional MAC management• User self administration

Considerations: PBX (cont.)TDM / IP /Hybrid or both• IP users stationary (digital sets)• Remote business sites, virtual offices• Mobility (% of total user community)

– Mobile users within the enterprise network – Nomadic IP users

• Costs involved to capture/discover mobile users

Onsite Notification• Avaya Crisis Alert• Adjunct

Additional Considerations When Implementing an E911 Solution:

Complicated and time-consuming implementation A full time employee dedicated to regular E911

maintenance (moves, adds, changes) Employee turnover and training Possible liability risk for unresolved errors Status and Error Reconciliation

Internet

LANLAN-Alert ™

ISDN PRI

Selective Router

(911 Call Center) Public Safety Answer Point

Regional ALI Data Centers)

911 ETC Data Center

911 ETC Import Processor(E-Mate Auto-MAC)

911 ETCExport Processor

911 Call Placed

Scheduled Dynamic Directory Export

Admin. Platform

Data Flow Diagram

Voice Call Server

Internet

LAN

List of Registered IP Phones on the

Network

IP Phone

IP Phone

911 ETC Data Center

911 ETC Import Processor(E-Mate Auto-MAC)

Scheduled Dynamic Directory Export

911 ETC Export Processor

Regional ALI Data Centers)

PSAP (911 Call Center)

Selective Router

ISDN - PRI

911 Call

Locate911-ADiscovery Appliance

Station Form Updates• Room• Floor• Jack• Building• Emergency

Location Extension

Voice Call Server

Middleware

TSAPI

Admin. Platform

• DID• Codes• Location

Campus VoIP Discovery

Internet

SIP

SIP / IP

Home

Road Warrior

Remote Office

Emergency Services Gateway

LANList of Registered IP Phones on the

Network

SIP

IP Phone

IP Phone

911 ETC Data Center

Admin. Platform

911 ETC Import Processor(E-Mate Auto-MAC)

Scheduled Dynamic Directory Export

911 ETC (UC)Positioning Server

911 ETC Export Processor

Regional ALI Data Centers)

PSAP (911 Call Center)

Selective Router

ISDN - PRI

911 Call

VoIP Network positioning and routing

Voice Call Server

What is an ELIN? As defined by NENA:

Emergency Location Identification Number

ELINs are used by the Selective Router to determine the proper PSAP termination

ELINs are also required to be used by: Non-DID telephone stations Multiple Appearance Numbers Zone Level E911 Reporting The granularity of an ELIN can be as specific as a desk

location, or as large as an entire building.

New Common Terms - ERL As defined by NENA:

Emergency Response Location

A location to which a 9-1-1 emergency response team may be dispatched. The location should be specific enough to provide a reasonable opportunity for the emergency response team to quickly locate a caller anywhere within it.

E911 Zones using ELINs / ERLs

E911 ELIN555- 4501

ELIN555- 4502

ELIN555- 4503

ELIN555- 4504

ELIN555- 4505

ELIN555- 4506

FCC considering data accuracy reporting to within 7000 sq. ft from 40,000 or 25,000 sq. ft.

ERL 1EAST WING 2nd FLOOR

E-911: Protect the workplace and mitigate corporate risk

Federal and State legislators are poised to take additional action on E-911.

The public expects and deserves the most effective emergency response capabilities at work as they have at home.

Ignoring a known hazard could lead to common-law liability: Corporations have a duty to provide a safe working environment and protect employees from known danger.

E911 in the News…TMCnet.comwww.tmcnet.com/channels/

Excellent Reference Site911 ETCwww.911etc.com