Presentation on theme: "E9-1-1 Regulation, Liability, Solutions and Deployment"— Presentation transcript:
1 E9-1-1 Regulation, Liability, Solutions and Deployment May 13th, 2010Michael LaggerRegional Sales DirectorRedSky Technologies
2 Agenda- First Hour What is E9-1-1? – A General Overview The Case for E9-1-1State Legislation and RegulationsLiability and RiskHow E9-1-1 WorksTraditional ALI E9-1-1E9-1-1 as a Service - Voice Positioning Center E9-1-1How to Determine What E9-1-1 solution is Right for Your Enterprise
3 Agenda – Second Hour E9-1-1 Solutions PS-ALIHosted E9-1-1E9-1-1 appliancesOn-premise E9-1-1 software solutionsE9-1-1 Network ServicesUsing your E9-1-1 system to improve emergency response9-1-1 call notificationsBroadcast NotificationsE9-1-1 Solutions for MobilityE9-1-1 for WiFi phonesE9-1-1 for Softphone and UC Clientsmy e911 for Smart phonesE9-1-1 ServicesAudit ServicesLayer 2/Port Level Network Discovery ServicesApplication Performance MonitoringBuilding a Budget for E9-1-1 – A Step-by-Step approachHow to build support for your E9-1-1 Project inside your organizationResources
4 E9-1-1 defined E9-1-1 = Enhanced 9-1-1 Basic is a phone number and an addressE9-1-1 delivers a detailed location to dispatchersFLR 10 STE 100 RM 104FLR 3 6th AVE WALLEssential for multi-floor building and campusesEnables location description down to the desktop
8 Known Facts About The Incident MedImmune has 15 different locations working from one PBXLocation information for all these buildings was the same; the company’s billing address for telecom servicesFatality 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 addressSource 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 workedMedImmune, a multinational company with 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 – Workers Compensation – 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 is called, this could easily be interpreted as gross negligence.
11 Liability Summary Personal Animus Exception - Contractors and Visitors Injuries arising out of risks or conditions personal to the claimant – heart attacks or seizuresSince these are not “employment” related, they may not be covered by workers compensationContractors and VisitorsWorkers Compensation does not cover contractors or visitors to a companyContractors, 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: Videos - Seyfarth Shaw white paper: Assessing E9-1-1 Liability and Risk 1_Liability_Risk.pdfVideos -Why incorporate E9-1-1 into a Corporate Risk Management Strategy?4 Steps to Incorporate E9-1-1 into a Corporate Risk Management Strategy
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 LegislationFCC has indicated that they might act if States do not move quickly enough to enact E9-1-1 regulationWhat 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 codeThe PSAP should receive a valid callback numberFully restricted telephones should be able to dial 911
15 Why Have Regulations Been Enacted? States want employees to have the same protection that they have at homeEmergency Responders need an accurate location to get to someone fast in a corporate building or campusThere are service providers using a single PBX to provide service to multiple companies, each with a different locationCompanies 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 newestState legislation requires enterprises to complyRegulations 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 E9-1-1Enterprises that occupy multiple floors of a buildingEnterprises that have multiple buildings or locationsCompanies that provide a “shared” PBX to multiple companies
18 Reasons Why Regulation Is Adopted So callers, especially those who are incapacitated, confused, upset, who can not speak, who do not speak English, who are children, etc. can actually have Dispatchers tell police, fire, or EMTs where to find themThe problem is bad for PBXs serving a large building where only the building address is givenThe 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 locatedAnd technology is complicating the problem with:The ease of relocating or moving VoIP phonesRemote 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 sizeShared 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”, etcHotel/Motel systems – location must present unit identifier (e.g., an occupancy room)School systems – location must present a unit identifierNOTE: 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 NENA – National Emergency Number AssociationE9-1-1 Model Legislation that serves as the basis for most State E9-1-1 Laws
22 Why E9-1-1 is Important to Enterprises They need to comply with regulationsEmergency responders are showing up at the wrong locationThey are implementing a new IP phone platform and they need to track phone movementThey have softphone users or remote agentsThey want their security department or on site medical responders to know when a call is dialed
23 ANI & ALI Defined "Automatic Number Identification" or "ANI" Outbound 10 Digit TN that the PBX sends when a call is madeMay be the DID number of the phoneMay be a 10 Digit TN that is associated to one or more extensionsWhen 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 ANIThe location record is placed into the LEC ALI databaseThe ALI is “served-up” to the PSAP when the PSAP submits a “bid” using the ANIThe ALI record typically includes:Company NameCall back number (ANI)Street Name, Address and Directional infoFloor name, room name or number, cubical number, floor quadrantCommunity and State
25 PS-ALI AccountsA PS-ALI account is required to put ALI records in the LEC’s ALI databaseAll LECs have their version of PS-ALIAT&T (Ameritech) – called PS-ALIAT&T (Bell South) – called Pin PointQwest – called Locator IDVerizon –What is PS-ALI?A software application that allows you to put ALI records in the LEC ALI databaseYou have a secure log-inYou transfer your data over the web from your computer/network
26 PS-ALI AccountsUnless you have a PS-ALI Account, you do NOT have E9-1-1Unless you place ALI records in the LEC ALI Database, you do NOT have E9-1-1You’ll hear PBX vendors say they support E9-1-1, BUT what they really mean is that they can output ANI/ELINPBX 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 numberStreet number and street nameStreet Directional (N, S, E, W)Location, 20 characters ( Bldg. Flr, Rm)Customer nameCommunity, state, zip code
28 How to create ALI records ManuallyPurchase a PS-ALI account from your LECAssemble a spreadsheet based on the LEC PS-ALI formatUpload records to the PS-ALI databaseFrom a PBX reportGenerate a .cvs station report from the PBXConfigure into the LEC PS-ALI formatUse your PS-ALI account to upload records to the PS-ALI databaseAutomatically using softwareSoftware can automatically retrieve Move, Adds and Changes from your PBXAutomatically configure and upload ALI records to the PS-ALI database using your PS-ALI account
29 PS-ALI accounts Benefits Negatives Enables E You can transfer detailed ALI records to the LECThe ALI records will be “served up” to the PSAP when a call arrives at the PSAPNegativesPS-ALI is a manual processYou have to update the ALI database every time you make a changeIt’s easy to get the PS-ALI database out of syncHard to decipher error codes that come back from the LEC databaseYou need multiple PS-ALI accounts if you are served by more than one LECThere is a one-time charge of up to $5000 to open an accountYou 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 departmentPS-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 AccountsNational ALI service hosted “in the cloud”Accepts and validates ALI records from any region in the US or CanadaAccepts and routes calls to any PSAP in the USA and CanadaBenefitsNo more PS-ALI contracts with LECsSimplifies call routing – all calls go to the service“Real-time” location updating – useful for softphones and mobile usersMore on E9-1-1 as a Service later in the Session
32 Defining Phone Locations Accurate phone locations are the core of E9-1-1Digital and Analog PhonesIf you don’t have accurate phone locations now, you have to get thereStep OneEstablish a location nomenclatureA uniform way to name locations for use in ALI recordsStreet Address for all BuildingsA uniform way to describe location inside a building ( Floor, Room, Quadrant) Work with your local Fire and Police Depts for their suggestionsStep Two – Gather the phone location dataSelf – AuditsProfessional Service Audits
33 Applying the Location Nomenclature Location Data can be storedIn the PBX/call serverSome PBXs have fields you can use to populate locationsAvaya, Nortel Meridian and CS1000In a separate external databaseActive DirectoryIn the E9-1-1 application softwareThe application can store all location information including:BuildingsStreet addressesFloor, 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" “ERL” replaces "ALI" ELIN “ Emergency Line Information Number”Outbound 10 Digit TN that the PBX sends when a call is madeMay be the DID number of the phoneMay be a 10 Digit TN that is associated to one or more extensionsWhen 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 ELINThe location record is placed into the LEC ALI DatabaseThe ERL record is “served-up” to the PSAP when the PSAP submits a “bid” using the ELINThe ERL record typically includes:Company NameCall back number (ANI)Street Name, Address and DirectionalFloor name, room name or number, cubical number, QuadrantCommunity and State
37 ERLs and ELINs– How They are Used E9-1-1 Key ComponentsERLs and ELINs– How They are UsedAn ERL can be as big as a building or as small as a cubicleEach ERL has a unique ELIN assigned to itWhen a phone registers in an ERL it is assigned an ELINIf 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 trackedWhen a phone plugs in, it is assigned an IP address associated to the Network RegionThe call server or E9-1-1 application “reads” the IP address and assigns the ELIN to the phonePhones 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 buildingEach ERL has a unique ELIN assigned to itWhen 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 trackedUse ERLs and ELINsSome PBX/call servers have this as native capabilityAvaya Communication Manager – v 2.x and forwardNortel CS1000 – v 4.5 and forwardCisco 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 locationsAutomatic discovery of an IP phone to the port on a Layer 2 voice data switchMethod 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
43 Layer 2/Port Level Discovery Requirements Network must support SNMP queries – SNMP EnabledIn the case of Cisco Emergency Responder, all switches must be Cisco and enabled for Cisco Discovery ProtocolCommunity Strings of all Layer 2 switches knownAn accurate database of locations for each portAn ELIN for each port (or an ELIN for each switch)
45 How PBX/Call Servers Handle E9-1-1 9-1-1 Call RoutingDigital 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 callsLocation Managementhave station screens that can store location dataHave Network Map screens to build and manage Network Regions/IP RangesHave tables that can be updated with the correct ELINNote: 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 ManagementDynamic ELINA method used by Cisco Call Manager wherein the ELIN is served up dynamically by an external software application at the time of the callStatic ELINA 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 call is made.
47 9-1-1 Call Trunking Traditional 9-1-1 Call Trunking Usually dictated by the LEC – What service they have availableISDN PRI or CAMAServes primarily Digital PBXs ( Avaya and Nortel)Analog lines might be used in remote office with a gatewayIP Call TrunkingYou can now send a call securely over the Internet or over a private network using IP trunking with SIP signalingThis method significantly reduces the cost of having multiple dedicated E9-1-1 trunks at main and remote sites.
49 What Kind of Enterprise are You? Given the number of different ways to do E9-1-1, it is important to understand your requirementsBaseline 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 call notifications?Do you have your own security force?Do you have mobile or remote workers?
52 PS-ALI AccountsA PS-ALI account is required to put ALI records in the LEC’s ALI databaseAll LECs have their version of PS-ALIWhat is PS-ALI?A software application that allows you to put ALI records in the LEC ALI databaseYou have a secure log-inYou transfer your data over the web from your computer/network
53 E9-1-1 as a Service… a new approach A Hosted E9-1-1 service is a good solution for customers with less than 500 stationsProvides E9-1-1 as a monthly serviceCompatible with any PBX, even non-IP enabledNo on-premise equipment necessaryLocations for hard and soft clients, both inside and outside the enterprise are provisioned manually by the customer – no real-time discoveryAll calls from the PBX/call server are sent to the E9-1-1 Hosted service, either using SIP or via the PSTNConnects calls to any PSAP in the USA and Canada53
56 E9-1-1 as a Service… Advantages Easy to ManageWeb portal provides easy access to change locations or upload .csv filesEasy to set-upNo LECs or LEC contracts to deal withSimple Software Services AgreementService initiation in as little as 48 hoursInexpensiveOne time service initiation feeMonthly charge based on number of phone locationsFeature RichReal time SMS and notifications of all calls56
57 E9-1-1 as an Appliance- RedSky RedBox E9-1-1 Software pre-loaded on a 1U serverSoftware integrates with the PBX/Call server to automate the E9-1-1 processTracks TDM and IP phone location changesProvides Network Region IP phone trackingSMS and notifications when using E911 Anywhere Network ServiceTwo Service Options:Has Automated PS-ALI interfaces – uses your existing PS-ALI accountIncludes service initiation to E911 Anywhere Network Service57
59 E9-1-1 as an Appliance… Advantages CapableAutomated IP phone location discovery using Network RegionsAutomatically retrieves station screen location changes from the PBXCan use either PS-ALI or E9-1-1 Network Service as a back-endSMS and notifications of 911 callsEasy to set-upRack mounted appliance pre-loaded with software installs in a snapRedSky Technical Services remotely sets up the software and establishes connectivity. REQUIRES REMOTE NETWORK ACCESSOption to use E9-1-1 Network Service eliminates setting up a PS-ALI account with the LECSimple Software Services AgreementService initiation in as little as 48 hours59
60 Enterprise Software for E9-1-1 The Best solution for large enterprises that have multiple PBX/call servers, thousands of phones, many locationsCapabilities:Automatic tracking of the location of TDM, IP and UC clientsIntegrated call notification to security departmentsAdvanced modules for:WiFi phone location trackingBroadcast Notifications to large populations of usersSupport for mobile SIP and UC ClientsE9-1-1 Support for smart phones60
61 E9-1-1 Enterprise Software- RedSky E911 Manager On-premise-based software solutionInstalled on a customer provided ServerAutomated management of location information inside and outside the enterpriseTracks VoIP, TDM and other IP telephony clients“Cross platform” capabilityScalable and reliableIncludes:Automated ALI managementEmergency on-site notificationNetwork discovery for IP phonesAlerts & scheduled tasksReporting & tracking
62 E9-1-1 as Enterprise Application… Advantages CapableUp to 100,000 phones and 50 PBX/call serversAutomated IP phone location discovery - Network Regions/ IP ranges and Layer 2/Port Level discovery9-1-1 call notifications - Screen Pop, SMS andBoth PS-ALI and E9-1-1 Network Services interfacesExpandableIntegrated support for SIP clientsSupport for UC clientsWiFi module supports voice over WiFi phonesBroadcast Notification ModuleSupports smart phone E9-1-162
63 E9-1-1 Enterprise Software + E9-1-1 Network Services The solution for large, distributed, enterprisesEnterprises that are consolidating their voice networks into datacenters (Flatten, Consolidate and Extend strategy)Remote locations reporting to the data center coresSIP and IP used for internal and external trunkingImplementing Unified Communications63
64 Voice Consolidated at the Core Core datacenters are connected by IP trunks (MPLS and SIP)Remote sites are connected to the datacenter via IP trunks
65 All 9-1-1 calls are sent to the Service All calls from any location are processed at the coreThe core sends all calls to the E9-1-1 Network Service
66 The Service routes 9-1-1 calls to PSAPs The Service can route to any PSAP in the USA and CanadaThe location of the caller is sent to the PSAP (dynamic ALI)
67 E9-1-1 Enterprise Software with E9-1-1 Network Service
69 Value-added Modules for E9-1-1 Enterprise Software Emergency On-Site Notification (EON)Provides “real time” notification of a callEON module improves on-site response by 2-3 minutesVoice over WiFiOptional module that integrates with the Mobility Services Architectures of leading Voice over WiFi providers like Aruba and CiscoAutomatically tracks endpoints as they move from access point to access pointBroadcast AlertOptional module that sends emergency and other notifications to large populations of users via SMS andMy e911™Personal E9-1-1 application for populations of smart phone users69
71 9-1-1 Call Notifications Screen Pop Notification SMS Notification Notification
72 Broadcast Notifications and Alerts A notification application to alert groups with timely and SMS messagesQuick, easy way to send messages to large groups of students, parents and administrators or company employeesImports addresses and cell phone numbers from other databases
77 Tracking Softphone and UC Clients Softphones and UC clients are tracked with a client application that is installed on a laptop with the softphone or UC ClientThe application requires that the user identify their locationPreempts use of the softphone until the user establishes their locationThe application forwards the location to the E9-1-1 Network Service and the E9-1-1 Network Service connects a 911 call to the right PSAP
78 E9-1-1 Solutions for WiFiE9-1-1 enterprise software communicates with the WiFi controller to obtain location updates on mobile Voice clients
79 E9-1-1 Solutions for Smart Phones There are now personal E9-1-1 applications for smart phones that can enhance security on campusApps work with iPhone, Google Android and Blackberry phonesThe app identifies the location of a caller to any other smart phoneIdentifies the exact location of a caller to campus security, even though the call is made on the cellular network
85 Audit ServicesA professional service to identify the location of all phones in your enterprise according to an enterprise appropriate location nomenclatureIf you don’t have an accurate location database, you should consider this service, particularly if you don’t have the resources to perform an audit on your ownThe result of an audit is a clean, accurate database of all phone locations and network regions that can be loaded into your E9-1-1 application and uploaded to your PS-ALI database or the E911 Anywhere™ Network Service
86 Layer 2/Port Level Discovery Audit Layer 2/Port Level Network Discovery requires an accurate database with a location designated for every port on every voice data switchIf you don’t have an accurate location database, you should consider this service, particularly if you don’t have the resources to perform an audit on your ownThis database has to be kept accurate at all timesThe audit results in a clean, accurate database of all ports that can be loaded into your E9-1-1 application and uploaded to your PS-ALI database or the E911 Anywhere™ Network Service
87 Application Performance Monitoring Application Performance Monitoring (APM) is a professional service provided by RedSky techniciansWith APM, RedSky techs monitor your E9-1-1 application everyday to confirm that all scheduled tasks have been performed and that connectivity across your enterprise is in effectRedSky techs in effect become your E9-1-1 system administrators
89 What Does it Cost to do E9-1-1 Start-up FeesPS-ALI Account Start-up feesPS-ALI Monthly record storage feesORE9-1-1 Network Services Initiation FeeMonthly record service feeAppliance or Software costsManpower CostsLocation Audits – Do you have an accurate database?On-going administration – Depending on the level of automation
90 E9-1-1 as Part of Your Network Plan Flatten, Consolidate, Extend (FCE)An industry trend to use all IP trunking to connect all parts of the enterprise togetherResults in SUBSTANTIAL cost savings in monthly trunking chargesE9-1-1 in FCEYou need to account for E9-1-1 when you move to FCEConsiderations:NO more local trunks, means NO PS-ALI – E9-1-1 Network Services is the way to goThink in terms of Network Regions/Subnets as your “Location Strategy” in main locationsThink in terms of “unique location records” for mobile and remote users on softphone or UC clientsE9-1-1 in FCE is really a network service that is extended out to the enterprise
92 Building a Budget for E9-1-1 RedSky has developed a document to help you build a budget for your E9-1-1 solutionThis document will help you identify your priorities and qualify your requirementsWe’ll walk through the document together from a high levelThe document can be filled out and submitted to RedSky for a price quote
94 Building Support for your E9-1-1 project After hundreds of E9-1-1 project installations, we have learned some things from our customers about how to build support for your E9-1-1 projectThis document will help you identify your priorities and qualify your requirementsWe’ll walk through the document together from a high level