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Text-to-9-1-1 The Process Explained.

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1 Text-to-9-1-1 The Process Explained

2 Text-to-9-1-1 TECHNICAL PANEL INTRODUCTIONS Wireless Providers
Jeanna Green, Sprint Text Control Centers Jason Ramsey, Intrado Doug Kesser, TCS

3 Sprint Text-to-911 Overview PA NENA
Jeanna Green Voice Services Development: 9-1-1 September 2014

4 Milestones: Text-to-911 December 6, Tier 1 Carriers signed a voluntary commitment letter to the FCC to make available on their networks Text-to-911 service via SMS by May 15, Commitment included: June 30,2013 – provide a “bounce-back message” indicating that text-to-911 service is not available. If a handset is capable of dialing the short code 9-1-1; a Sprint consumer is receiving the following message from the network: “For emergency only, CALL Text-to-911 not available.”

5 Milestones: Text-to-911 Sprint provided quarterly reports summarizing the status of the deployment of national Text-to-911 service capability to : Federal Communications Commission (FCC), National Emergency Numbering Association (NENA) Association of Public-Safety Communications Officials (APCO). Sprint completed TCC vendor evaluations April 2013 May 17, FCC released Text-to-911 Bounce-back Order Requires all wireless carriers and interconnected text providers to provide a message by September 30, 2013. Does not require other carriers to provide Text-to-911 service by a specified date. Holds Tier 1 carriers to original commitments made in the December 2012 letter.

6 Milestones: Text-to-911 Sprint migrated to providing the Bounce-back message from the Sprint SMS network nationally, on May 31, 2013. Completed LAB certification for April 11, 2014 Signed agreement with TCC Vendor, Intrado, April 21, 2014. Completed Field Integration Testing (FIT) for ATIS/TIA J-STD 110 routing scenarios: HTTPs – 4/23/2014 & 4/24/2014 Durham, NC & State of Vermont NENA i3 – 5/07/2014 State of Indiana (Indigital) TCC to TCC – 05/08/2014 (Intrado/TCS) York County, VA TTY – 05/09/2014 & 05/14/2014 Cabarrus, NC 5/09/2014 State of Maine 05/14/2014 Sprint Network Ready Declaration (NRD): May 9, 2014 Sprint Production Ready May 15, 2014.

7 ATIS/TIA J-STD #110 Text-to-911 Routing Options

8 SMS to 911 Delivery Options
High-level  Routing Solutions from Text Control Center (TCC) to PSAP PSAP should understand the roles and responsibilities associated with each of the four options for SMS-to-911 Text Control Center (“TCC”) interconnectivity. There are four options for interconnectivity with SMS911 Gateway Service Offering:  HTTPS - SMS using the web browser PSAP must have public internet connectivity into workstations readily available PSAP workstations must have web browser capability (Internet Explorer 8, Chrome or Firefox) PSAP is responsible for CPE equipment (upgrades/maintenance/technical support) PSAP must provide point of contact for CPE customer support TTY - utilizing existing PSAP TTY connectivity from TCC. SMS converted to TTY before being sent to the public safety 911 network TTY messages sent via PSAP Selective Router trunk  to the PSAPs selected TTY equipment NENA i3 - Direct integration with CPE equipment via ESINET Work directly with ESInet provider and CPE equipment vendors PSAP SMS Opt Out Chooses not to request service

9 ATIS Standards #110 - SMS-9-1-1 Routing Options
There are four options for interconnectivity with SMS911: HTTPs - web browser TTY – using existing PSAP TTY connectivity NENA i3 PSAP SMS Opt Out MSC Subscriber Radio Tower SMSC PSAP with TTY Location Services MLP SMPP TTY over existing trunking Sprint HTTPs – TCC to TCC Selective Router HTTPs – Intrado integrated ToIP GW HTTPS HTTPs – Intrado non-integrated GIS DB SMS E9-1-1 CallServer ESINet NENA i3 - PSAP connected via ESINet Provisioning SIP SIMPLE ESRP SIP PIDF-LO PSAP API Backend Report Portal PSAPs

10 PSAPs ‘Live” in Sprint Network
ATIS/TIA J-STD #110 Text-to-911 PSAPs ‘Live” in Sprint Network

11 PSAPs Request for Service (RFS)
Sprint request totaling 539 PSAPs as of Friday 9/05/2015: 208 - Deployed 361- Readiness Verification & testing pending 254 - Pending PSAP Readiness 57 - Scheduled/Pending Scheduling 9 - On Hold per PSAP request 1 - No Sprint Service Intrado, Sprint’s Text Control Center Vendor is currently working with PSAP to verify PSAP readiness for pending requests

12 PSAPs Request for Service (RFS)
Sprint appreciates your interest in our commitment to provide Text-to-911. The Text Control Center (TCC) Vendor Sprint is utilizing for Text-to-911 is Intrado. Please provide your formal request for Text-to-911 directly to either address below: or USPS: INTRADO Attn: Sprint Text-to-911 C/O: Dan Neu INTRADO 1601 Dry Creek Dr LONGMONT CO 80503 Upon receipt, Intrado will reach out to you to begin discussion on your chosen routing solution and readiness. Based on the carrier commitment to the FCC carriers have 6 months to implement once a PSAP is ready and able to received messaging.

13 PA PSAPs “LIVE” Text-to-911
“For emergency only, CALL Text-to-911 not available.” State County Authority/Jurisdiction FCC id PSAPs Accepting Texts TEXT to 911 Routing Solution Inquiry Date Date RFS Received Deployed Date STATUS PA Dauphin county 5880 Dauphin County Emergency Management Agency TTY 05/22/2014 06/16/2014 LIVE Lancaster County 5900 Lancaster County-Wide Communications WEB 05/27/2014 07/09/2014 Lehigh County 5850 Allentown 9-1-1 05/29/2014 07/14/2014 Allegheny County 5849 Allegheny County 9-1-1 02/13/2014 05/16/2014 07/15/2014 Lackawanna County 5899 Lackawanna County Department of Emergency Services Power 9-1-1 06/25/2014 07/31/2014 Elk County 5885 Elk County Communications 07/18/2014 08/25/2014 Berks County 5854 Berks County 9-1-1 06/01/2014 07/07/2014 Pending PSAP Readiness Chester County 5867 Chester County Department of Emergency Services Montgomery County 5912 Montgomery County Emergency Dispatch Services Bucks County 5859 Bucks County Emergency Communications Northampton County 5914 Northampton County Center 08/06/2014

14 PA PSAPs Text-to-911 Stats
State County PSAPs Accepting Texts Total Conversations Total Messages Count of Successful Conversations Count of Bounceback TEXT to 911 Routing Solution Deployed Date STATUS Notes PA Dauphin Dauphin County Emergency Management Agency 20 113 18 2 TTY 06/16/2014 LIVE Lancaster Lancaster County-Wide Communications 6 41 5 1 WEB 07/09/2014 Lehigh Allentown 9-1-1 11 70 9 07/14/2014 Allegheny Allegheny County 9-1-1 24 214 07/15/2014 Lackawanna Lackawanna County Department of Emergency Services 4 21 Power 9-1-1 07/31/2014 Elk Elk County Communications 26 166 19 7 08/25/2014 Berks Berks County 9-1-1 17 34 Pending PSAP Readiness Pending Connectivity to Power 9-1-1, Wants Montgomery to go first. Bucks Bucks County Emergency Communications 37 Chester Chester County Department of Emergency Services 3 Montgomery Montgomery County Emergency Communications Northampton Northampton County Center Pending return of survey and questionnaire Bethlehem Police Department Beaver Beaver County Emergency Services Center Blair Blair County 9-1-1 Cambria Cambria County Department of Emergency Services Clarion Clarion County Office of Emergency Services Columbia Columbia County Department of Public Safety Delaware Delaware County Emergency Communications Center Erie Erie County Center 15 Fayette Fayette County Emergency Management Agency 10 Lawrence Lawrence County Center Lehigh County Communications Center Luzerne Luzerne County 9-1-1 Mercer Mercer County Department of Public Safety Monroe Monroe County Control Center Philadelphia City of Philadelphia 127 255 Westmoreland Westmoreland County Department of Public Safety York York County 9-1-1 8 Totals 319 1090 79 240

15 SMS Key Points Points

16 SMS Key Points SMS is a store-and-forward messaging technology that was never designed nor deployed to provide any time-sensitive, mission-critical service. It is being offered as an interim “best-efforts service” to meet the near term objective of providing a text-based emergency communications until the comprehensive NG9-1-1 system (e.g. ESINet) is developed, deployed and adopted by the wireless industry, public safety community and public. Although the national carriers are to have their networks production ready to provide Text-to-911 service by May 15, 2014, a valid PSAP requests for Text-to service will still need to be requested by PSAP to implemented. Implementation will be conducted within a reasonable amount of time of receiving such request, not to exceed six months.

17 SMS Key Points cont. A request for service will be considered valid if, at the time the request is made: a) the requesting PSAP represents that it is technically ready to receive text messages in the format requested; and b) the appropriate local or State service governing authority has specifically authorized the PSAP to accept and, by extension, the signatory service provider to provide, text-to service (and such authorization is not subject to dispute). Consistent with the ATIS Standard for Interim Text-to service, the PSAPs will select the format for how messages are to be delivered. Incremental costs for delivery of text messages (e.g. additional trunk groups to the PSAP’s premises required to support TTY delivery) will be the responsibility of the PSAP, as determined by individual analysis.

18 SMS Key Points cont. The signatory service providers will implement a ‘9-1-1’ short code that can be used by customers to send text messages to The signatory service providers (whether individually or through a third party) will work with APCO, NENA, and the FCC to develop an outreach effort to set and manage consumer expectations regarding the availability/limitations of the Text-to service (including when roaming) and the benefits of using voice calls to whenever possible, and support APCO and NENA’s effort to educate PSAPs on Text-to generally. A voluntary SMS-to solution will be limited to the capabilities of the existing SMS service offered by a participating wireless service provider on the home wireless network to which a wireless subscriber originates an SMS message. SMS-to will not be available to wireless subscribers roaming outside of their home wireless network. Each implementation of SMS-to will be unique to the capabilities of each signatory service provider or it’s Text Control Center (TCC) provider.

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21 Texting to 9-1-1 Jason Ramsay, Sales Engineer
Company Confidential Copyright Intrado Inc. 2014– All rights reserved

22 Intrado TXT29-1-1® Carrier Aggregation
Intrado NextGen PSAP (i3 Integrated Voice / Text) Carrier A Intrado TCC Text Proxy Gateway (ESRP) Intrado I3 Text Gateway (i3 ESRP) i3 SMPP / MLP/ MM7 i3 TCC i3 WEB TTY i3 Intrado Transitional PSAP (WEB Text) Carrier B SMPP / MLP/ MM7 Public Internet or Private IP Network Text Proxy Gateway (ESRP) Intrado I3 WEB Gateway J-STD-110 Inter-TCC Interface Legacy TTY PSAP S/R Existing Voice Circuit Interop Link built and Other Vendor TCCs Carrier C Other Solutions TCC TTY Public Internet HTTP SMPP / MLP WEB i3 TTY Gateway Copyright Intrado, Inc – All rights reserved

23 Copyright Intrado, Inc. 2014 – All rights reserved
PSAP Interfaces Integrated (CPE and/or CAD) Ultimate NextGen i3 Solution Simple PSAP training / low transition effort Integrated work flow with voice calls Integrated reports and record management Dedicated, Secure NextGen Network Does not impact voice trunk capacity i3 interface Currently supports Intrado Viper / power 9-1-1 Back-up/Failover Transfer Private chat Location update Show picture on right of Positron CPE with text message and Motorola CAD with text session Copyright Intrado, Inc – All rights reserved

24 Copyright Intrado, Inc. 2014 – All rights reserved
Intrado Web Viewer i3 Implementation vs. carrier-based TCC All carriers supported, not exclusive Allows rapid implementation No cost to PSAP with internet option Supports multiple carriers i3 interface will allow i3 transfer capability Built in transcripts High security / 2 factor authentication Back-up/Failover Location update Bread crumb Private chat I3 interface supports public internet and ESInet connectivity Transitional approach Separate reports for voice and text New screen for text calls New training Show a picture of our web browser Copyright Intrado, Inc – All rights reserved

25 SMS Delivery Over TTY Developed in early 1960’s
Does not require any technical change at PSAP Competes with voice traffic Limited character sets Very slow Error handling issues Message-based to character- based conversion Half duplex Message collision Lost shift character – garbled text Unknown message integrity SMS users do not understand TTY issues Requires PSAP training Show TTY photos of a TTY device

26 TXT29-1-1® How To Get Started
Choose initial technology Integrated with CPE I3-based web SMS-to-TTY PSAP data collection form: Copyright Intrado, Inc – All rights reserved

27 Requesting Wireless Carrier Service
Request service from Wireless Carriers Sample Template- Copyright Intrado, Inc – All rights reserved

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29 SMS9-1-1 PA NENA Conference – State College September 12, 2014

30 Current Regulatory Environment
December 2012: Tier 1-NENA-APCO Voluntary Agreement Tier 1 General Availability per Carrier Agreement out by May 15, 2014 FCC NPRM – Notice of Proposed Rule Making All Carriers to Support Bounce Back Messages as of September 2013 FCC FNPRM – Further NPRM Identified Anticipated Issues with Text to 911 Targets December 31, 2014 for All Carriers to Support Text to 911 FCC Report and Order and Third FNPRM FCC Ruled on August 8, 2014 All “Covered Text Providers” MUST Make SMS911 Available by End of Year MUST Provide Service within a 6 Month Period of Request (Must have Service Up and Running by June 30, 2015) All Interconnected OTT Providers MUST Support SMS911 Creation of a PSAP to indicate their Readiness and Desire to Receive Service FNPRM Continues to Drive Position on Ongoing Challenges Enhanced Location Roaming Future Text-to-911 Services 30 30

31 NENA SMS911 Resource Page NENA General Information Page: https://www.nena.org/?page=textresources Carrier Contacts Carrier Questionnaire Request for Service (RFS) Letter TCS Can Provide Implementation and Testing Information Training ETC. If You Have a Preference of TCC Vendor, Please Note it on Your RFS Letter to the Carriers

32 FCC Deployment Tracker
TCS provides text-to-911 to > 85% of all PSAPs in the US……

33 TCS Deployment Update 154 PSAPs 21 States
GEM = 64 TTY = 15 Direct SIP MSRP = 59 TCC Hand Off = 16 21 States More than 100 Deployments in Progress More than 300 PSAPs in Queue First Fully Compliant (ATIS/NENA/i3) TCC-to-ESInet (Indiana) and TCC-to-TCC (Vermont) Integration via MSRP Approximately 15,000,000 US Citizens within Serving Area of at Least One Wireless Carrier Supporting SMS911

34 Current SMS 9-1-1 Statistics
59,998 public attempts to text 911 from 1/01/2014 to 7/31/2014 Public demand is there, but its not overwhelming Reference: TCS national 911 report Chairman Genachowski (10/10/11) stated “It’s hard to imagine that airlines can send text messages if your flight is delayed, but you can’t send a text message to in an emergency. The unfortunate truth is that the capability of our emergency response communications has not kept pace with commercial innovation – has not kept pace with what ordinary people now do every day with communications devices. The shift to NG9-1-1 can’t be about if, but about when and how.”

35 Pennsylvania SMS 9-1-1 Attempts (VzW + T Mobile)
Total: 2,259

36 Where is it Currently Deployed in PA?
Of Deployed, Lancaster and Allentown = GEM, all others TTY Allentown City Intrado Web All Tier 1s - Deployed VZW Only - Deployed All, but No AT&T - Deployed VZW+TMO - Pending TMO Only - Pending

37 Current TCS Architecture Overview
Options for interconnectivity with SMS911 Gateway Service Offering:  SMS using the TCS GEM client (web browser) SMS to TTY Conversion Direct integration with CPE equipment (NENA i3) PSAP SMS Opt Out MSC Subscriber Radio Tower SMSC Location Services MLP SMPP Carrier TTY over existing trunking PSAP with TTY Selective Router ToIP GW PSAP with CPE, Web, TTY MSRP “Other” TCC HTTPS PSAP with GEM Web Portal GIS DB SMS E9-1-1 CallServer ESInet Provisioning MSRP ESRP PSAP connected via ESInet PSAP API Backend Report Portal PSAPs TCS Text Control Center

38 TCS GEM911 User Interface

39 Frequently Asked Questions
What is text-to-911? Per FCC Ruling: In general, “text messaging” refers to any service that allows a mobile device to send information consisting of text to other mobile devices by using domestic telephone numbers. Examples of text messaging include Short Message Service (SMS), Multimedia Messaging Service (MMS), and two-way interconnected text applications. Are PSAPs required to support text-to-911? No. The FCC regulates carriers, not Public Safety. Once I request the service, how long before I receive it? Per FCC, the Carriers MUST provide within 6 months of the request. What delivery options are available for me to receive text-to-911? There are three standards defined delivery options: TTY, Secure Web Portal, and NENA i3 SIP/MSRP

40 FAQs Continued Does text-to-911 include picture and video delivery?
No. The FCC does not require the carriers to deliver multimedia. Can non-service initiated devices send a text to 911? No. The user’s device must be initiated and have an active texting plan. Will we receive Phase 1 and Phase 2 location with text-to-911? No. Text-to-911 uses a different location platform, which provides a course and enhanced location. Will text-to-911 work with my existing CPE? Yes, it is possible to have text-to-911 to work with your existing CPE.

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42 Text-to-9-1-1 Other Helpful Technical Points
Important for PSAPs considering text – their equipment - Is the CPE ready for an integrated i3 solution? - Is the TCC provider they are considering passing i3 integrated data? Costs - Costs for software version upgrade to i3 integrated solution - Perhaps start with web based solution until the budgeting cycle allows Additional equipment – Verify with CPE provider

43 Text-to-9-1-1 Other Helpful Technical Points J-Std-110(a)
TCC to TCC communications Three J-Std-110 - i3 integrated solution - Web - TTY CPE provider must authorize use of web browser for secure connection to the TCC.

44 Text-to-9-1-1 Other Helpful Technical Points TTY
- Dedicated CAMA trunks installed to their CPE for text may need to be a consideration. - TTY (text) calls significantly longer in length. i3 compliance – protocol for SIP / HELD (HTTP-Enabled Location Delivery Protocol) are being recognized HELD - A protocol defined by the IETF to deliver location using HTTP transport Over-The-Top/Apps

45 Text-to-9-1-1 Technical Panel Q&A Session Break Panel Switch

46 Text-to-9-1-1 OPERATIONAL PANEL INTRODUCTIONS
Gary Thomas, Allegheny County Michael Hilbert, City of Allentown Tim Baldwin, Lancaster County John Haynes, Chester County

47 Allentown 9-1-1 SMS Text to 9-1-1 Project
Text to Part 1 Why & How Allentown SMS Text to Project Project Overview Revised: 15-Aug-14

48 Process Evaluated the Reasons for Text to 9-1-1 in Allentown
Text to Part 1 Why & How Process Evaluated the Reasons for Text to in Allentown Excellent Research Sources >> NENA, APCO, FCC Other Early Adopters input invaluable ! Evaluated our (current) options for delivery Evaluated our (current) options for delivery partners After the Decisions Requested Service from the (4) Major Carriers Installed, Tested and Verified the solutions Extensive Training for the Staff Live Cutover on a carrier by carrier basis

49 Solution and Provider Selected
Text to Part 1 Why & How Solution and Provider Selected

50 How Will it Work Here? GEM911 Software installed and tested
Text to Part 1 Why & How How Will it Work Here? GEM911 Software installed and tested Policy and Procedures Developed >>NENA Standards Training for all staff will be conducted >> Challenges Technical Differences from Wireless Concerns over Process and Workload Soft Cutover Testing & Evaluation Training takes place Live Cutover with Public Notification

51 Text to Part 1 Why & How How Will It Work Allentown Path

52 Text to Part 1 Why & How How Will It Work ?

53 How Will It Work ? Course Routing (=WP0)
Text to Part 1 Why & How How Will It Work ? Course Routing (=WP0) Base on the location of the Sector Centroid > If the Centroid of the Sector is located within the geographic area of the PSAP accepting Text to 9-1-1, texts from the ENTIRE Sector will be routed to that PSAP Map Location displayed during a Text Session is the CENTROID, not the Tower / Sector (WP1) or actual Location of the Texter (WP2) Will Track if Texter moves to another Tower / Sector PSAP Boundary To PSAP

54 How Will It Work ? Course Routing (=WP0) BOUNCE BACK
Text to Part 1 Why & How How Will It Work ? Course Routing (=WP0) Base on the location of the Sector Centroid > If the Centroid of the Sector is located outside the geographic area of the PSAP accepting Text to 9-1-1, texts from the ENTIRE Sector will receive the bounce back message (Or Route to Adjacent PSAP) BOUNCE BACK PSAP Boundary

55 How Will It Work ? PSAP Boundary NEW TERM HOR = Horizontal Uncertainty
Text to Part 1 Why & How How Will It Work ? NEW TERM HOR = Horizontal Uncertainty Similar to COP, COF on WP2 Centered on the Centroid Expressed in Meters T-Mobile Difference Due to their wireless location methods, at times will provide a HOR very close to WP2 accuracy PSAP Boundary To PSAP

56 How Will It Work ? Location Display Example (VZW)
Text to Part 1 Why & How How Will It Work ? Location Display Example (VZW) Centroid of the Sector Centroid Location = HOR = 2,979 Tower Site* = Actual Location* = * Not Actually Displayed

57 How Will It Work ? Location Display Example > T-MOBILE
Text to Part 1 Why & How How Will It Work ? Location Display Example > T-MOBILE Centroid of the Sector Prior to Refresh = HOR = 1,222 Tower Site* = Actual Location* = * Not Actually Displayed

58 How Will It Work ? Location Display Example > T-MOBILE
Text to Part 1 Why & How How Will It Work ? Location Display Example > T-MOBILE Location of the Texter AFTER Refresh = HOR = 31 Tower Site* = Actual Location* = * Not Actually Displayed

59 What will the Public Know?
Text to Part 1 Why & How What will the Public Know? Public Announcement / Press Conference NENA Message 9-1-1: Call if you can, Text if you can’t Citizens should be encouraged to text only when calling is not an option Stress first thing will need is location information and nature of the emergency. Text abbreviations or slang should never be used so that the intent of the dialogue can be as clear as possible.

60 Production Timeline Begin Investigation Process >> June 2014
Text to Part 1 Why & How Production Timeline Begin Investigation Process >> June 2014 First Kickoff Call with VZW & TCS >> November 22, 2013 Live Cutover with Verizon Wireless >> February 12th, 2014 Testing and Training (Process Delays due to SNOW) Public (LIVE) Announcement >> April 17th, 2014 Live Cutover with T-Mobile >> April 24th, 2014 Live Cutover with AT&T >> July 14th, 2014 Live Cutover with Sprint >> July 28th, 2014

61 Workload Since Cutover
Text to Part 1 Why & How Workload Since Cutover

62 Allentown 9-1-1 SMS Text to 9-1-1 Project Questions / Comments
Text to Part 1 Why & How Allentown SMS Text to Project Questions / Comments

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64 Text-to-9-1-1 OPERATIONAL PANEL Q&A

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66 Text-to-9-1-1 Building an Implementation Check List Getting Started
Current CPE capability assessment Current operation capability assessment Funding considerations Individual or regional project? Points-of-contact (early adopters, experienced consultant) Text solution selection Vendor Solution Level – web, TTY, integrated Contacting the wireless providers Policy/procedure review Training needs assessment Public Education/Public Relations

67 Text-to-9-1-1 THANKS FOR YOUR PARTICIPATION John W Geib, ENP
Deputy Director of Public Safety Emergency Communications Division Montgomery County Department of Public Safety O: (610)    


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