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 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

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

E9-1-1 defined E9-1-1 = Enhanced 9-1-1
Basic is a phone number and an address E9-1-1 delivers a detailed location to 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

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

Liability

Why is Accurate E9-1-1 Information Important?

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.

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 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.

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.

Liability Summary Personal Animus Exception - Contractors and Visitors
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

Resources White Papers: Videos -
Seyfarth Shaw white paper: Assessing E9-1-1 Liability and Risk 1_Liability_Risk.pdf Videos - Why incorporate E9-1-1 into a Corporate Risk Management Strategy? 4 Steps to Incorporate E9-1-1 into a Corporate Risk Management Strategy

E9-1-1 Regulation

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

Why Have Regulations Been Enacted?
States want employees to have the same 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

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

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

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 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.

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 …

Resources All State E9-1-1 Legislation is available at
NENA – National Emergency Number Association E9-1-1 Model Legislation that serves as the basis for most State E9-1-1 Laws

How E9-1-1 Works

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 call is dialed

ANI & ALI Defined "Automatic Number Identification" or "ANI"
Outbound 10 Digit TN that the PBX sends when a 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

Traditional ALI E9-1-1: How it works

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

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

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

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

PS-ALI accounts Benefits Negatives
Enables E You can transfer detailed ALI records to the LEC The ALI records will be “served up” to the PSAP when a 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

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 calls to any PSAP in the USA and Canada Benefits No more PS-ALI contracts with LECs Simplifies call routing – all 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

Defining Phone Locations

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

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

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

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

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 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

ERLs and ELINs– How They are Used
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

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

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

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

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

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

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)

How PBXs handle 9-1-1 calls

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 calls Location Management have station screens that can store location data 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.

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 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 call is made.

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 Call Trunking You can now send a 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.

The Right E9-1-1 Solution for You

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 call notifications? Do you have your own security force? Do you have mobile or remote workers?

What Kind of Enterprise are You?

E9-1-1 Solutions 2nd Hour

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 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

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 stations Provides E9-1-1 as a monthly service Compatible with any PBX, even non-IP enabled No on-premise equipment necessary Locations for hard and soft clients, both inside and outside the enterprise are provisioned manually by the customer – no real-time discovery All calls from the PBX/call server are sent to the E9-1-1 Hosted service, either using SIP or via the PSTN Connects calls to any PSAP in the USA and Canada 53

RedSky E9-1-1 Hosted Overview

RedSky Hosted Service- Portal User Interface

E9-1-1 as a Service… Advantages
Easy to Manage Web portal provides easy access to change locations or upload .csv files Easy to set-up No LECs or LEC contracts to deal with Simple Software Services Agreement Service initiation in as little as 48 hours Inexpensive One time service initiation fee Monthly charge based on number of phone locations Feature Rich Real time SMS and notifications of all calls 56

E9-1-1 as an Appliance- RedSky RedBox
E9-1-1 Software pre-loaded on a 1U server Software integrates with the PBX/Call server to automate the E9-1-1 process Tracks TDM and IP phone location changes Provides Network Region IP phone tracking SMS and notifications when using E911 Anywhere Network Service Two Service Options: Has Automated PS-ALI interfaces – uses your existing PS-ALI account Includes service initiation to E911 Anywhere Network Service 57

E9-1-1 Appliance Overview

E9-1-1 as an Appliance… Advantages
Capable Automated IP phone location discovery using Network Regions Automatically retrieves station screen location changes from the PBX Can use either PS-ALI or E9-1-1 Network Service as a back-end SMS and notifications of 911 calls Easy to set-up Rack mounted appliance pre-loaded with software installs in a snap RedSky Technical Services remotely sets up the software and establishes connectivity. REQUIRES REMOTE NETWORK ACCESS Option to use E9-1-1 Network Service eliminates setting up a PS-ALI account with the LEC Simple Software Services Agreement Service initiation in as little as 48 hours 59

Enterprise Software for E9-1-1
The Best solution for large enterprises that have multiple PBX/call servers, thousands of phones, many locations Capabilities: Automatic tracking of the location of TDM, IP and UC clients Integrated call notification to security departments Advanced modules for: WiFi phone location tracking Broadcast Notifications to large populations of users Support for mobile SIP and UC Clients E9-1-1 Support for smart phones 60

E9-1-1 Enterprise Software- RedSky E911 Manager
On-premise-based software solution Installed on a customer provided Server Automated management of location information inside and outside the enterprise Tracks VoIP, TDM and other IP telephony clients “Cross platform” capability Scalable and reliable Includes: Automated ALI management Emergency on-site notification Network discovery for IP phones Alerts & scheduled tasks Reporting & tracking

E9-1-1 as Enterprise Application… Advantages
Capable Up to 100,000 phones and 50 PBX/call servers Automated IP phone location discovery - Network Regions/ IP ranges and Layer 2/Port Level discovery 9-1-1 call notifications - Screen Pop, SMS and Both PS-ALI and E9-1-1 Network Services interfaces Expandable Integrated support for SIP clients Support for UC clients WiFi module supports voice over WiFi phones Broadcast Notification Module Supports smart phone E9-1-1 62

E9-1-1 Enterprise Software + E9-1-1 Network Services
The solution for large, distributed, enterprises Enterprises that are consolidating their voice networks into datacenters (Flatten, Consolidate and Extend strategy) Remote locations reporting to the data center cores SIP and IP used for internal and external trunking Implementing Unified Communications 63

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

All 9-1-1 calls are sent to the Service
All calls from any location are processed at the core The core sends all calls to the E9-1-1 Network Service

The Service routes 9-1-1 calls to PSAPs
The Service can route to any PSAP in the USA and Canada The location of the caller is sent to the PSAP (dynamic ALI)

E9-1-1 Enterprise Software with E9-1-1 Network Service

E9-1-1 Modules to Improve Emergency Response

Value-added Modules for E9-1-1 Enterprise Software
Emergency On-Site Notification (EON) Provides “real time” notification of a call EON module improves on-site response by 2-3 minutes Voice over WiFi Optional module that integrates with the Mobility Services Architectures of leading Voice over WiFi providers like Aruba and Cisco Automatically tracks endpoints as they move from access point to access point Broadcast Alert Optional module that sends emergency and other notifications to large populations of users via SMS and My e911™ Personal E9-1-1 application for populations of smart phone users 69

Emergency On-site Notification Call Processing

9-1-1 Call Notifications Screen Pop Notification SMS Notification
Notification

Broadcast Notifications and Alerts
A notification application to alert groups with timely and SMS messages Quick, easy way to send messages to large groups of students, parents and administrators or company employees Imports addresses and cell phone numbers from other databases

Broadcast SMS Notification
Notification to large groups of cell-phone users using SMS messages

E9-1-1 Modules for Mobility

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 Client The application requires that the user identify their location Preempts use of the softphone until the user establishes their location The 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

E9-1-1 Solutions for WiFi E9-1-1 enterprise software communicates with the WiFi controller to obtain location updates on mobile Voice clients

E9-1-1 Solutions for Smart Phones
There are now personal E9-1-1 applications for smart phones that can enhance security on campus Apps work with iPhone, Google Android and Blackberry phones The app identifies the location of a caller to any other smart phone Identifies the exact location of a caller to campus security, even though the call is made on the cellular network

Example of the App

Assigning who gets notified
my e911

9-1-1 Dialing and Alerts

Architecture

E9-1-1 Services

Audit Services A professional service to identify the location of all phones in your enterprise according to an enterprise appropriate location nomenclature If 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 own The 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

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 switch If 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 own This database has to be kept accurate at all times The 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

Application Performance Monitoring
Application Performance Monitoring (APM) is a professional service provided by RedSky technicians With 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 effect RedSky techs in effect become your E9-1-1 system administrators

The Economics of E9-1-1

What Does it Cost to do E9-1-1
Start-up Fees PS-ALI Account Start-up fees PS-ALI Monthly record storage fees OR E9-1-1 Network Services Initiation Fee Monthly record service fee Appliance or Software costs Manpower Costs Location Audits – Do you have an accurate database? On-going administration – Depending on the level of automation

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 together Results in SUBSTANTIAL cost savings in monthly trunking charges E9-1-1 in FCE You need to account for E9-1-1 when you move to FCE Considerations: NO more local trunks, means NO PS-ALI – E9-1-1 Network Services is the way to go Think in terms of Network Regions/Subnets as your “Location Strategy” in main locations Think in terms of “unique location records” for mobile and remote users on softphone or UC clients E9-1-1 in FCE is really a network service that is extended out to the enterprise

Building a Budget for E9-1-1

Building a Budget for E9-1-1
RedSky has developed a document to help you build a budget for your E9-1-1 solution This document will help you identify your priorities and qualify your requirements We’ll walk through the document together from a high level The document can be filled out and submitted to RedSky for a price quote

Building Support for your E9-1-1 Project

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 project This document will help you identify your priorities and qualify your requirements We’ll walk through the document together from a high level

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