1. Managing NG9-1-1 what could go wrong?
PSAP Team
Core Team
Network/Security Team
Rick Blackwell
Roger Marshall
Brian Rosen
Amy McDowell
Nate Wilcox
Michael Smith
Dan Mongrain
Wendi Lively
April Heinze

2. What Could Go Wrong?
What Kinds of Potential Problems Can a PSAP Expect In An NG9-1-1 World That It Hasn’t Had to Deal With in a Legacy E9-1-1 World?

3. This session will discuss how Public Safety personnel will know there’s a problem with the NG9-1-1 system, what they might do to figure out the nature of the problem, and how they would go about getting the problem corrected.
We want to focus on real world situations that happen in today’s world and think about how we’ll deal with them in NG

4. Questions to Ponder
How will PSAP personnel know if there is a problem with an element in NG9-1-1 that affects service?
A whole lot of this is implementation dependent, but many of these questions might appear in an RFP. This one, however, should be easy. It’s “ElementState” reports it

5. Questions to Ponder
What NG9-1-1 elements can fail without affecting the ability for a PSAP to answer calls-for-service?

6. Questions to Ponder
What troubleshooting steps should a PSAP undertake in order to resolve problems?
PSAP Team
Completely unanswerable. Has to be FE specific, or service specific, or symtom specific

7. Questions to Ponder
What functions in NG9-1-1 are PSAP Administrators going to be responsible for which are different from current systems?
PSAP Team

8. Questions to Ponder
Since NG9-1-1 is based on possibly diverse Functional Elements, how will this change the way PSAPs conduct business?
PSAP Team
Is “conduct business” the right term here? Maybe “identify and address problems”?
Amy: “Conduct business” in this slide is referencing the other functions in a PSAP other than answer 911 calls. Answering 911 calls is just one responsibility of a Communications Specialist. How are the changes in NG9-1-1 going to impact the other responsibilities?
Michael: I don’t have a clue. I thought that was why you’re here! :-)

9. “I think an FE in my PSAP isn’t working”
Call Handling FE goes out – how do we know it’s out?
Is it possible for a call to enter the ESInet and not be answered?
“I called 911 – and it rang and rang and rang – and nobody answered”.
Incident Handling FE goes out and you can only “go to cards” - how do you recreate EIDDs for functional elements that are no longer functioning?
PSAP Team
PSAP isn’t totally down – it’s only partially down – PSAP can still receive calls – does the phone still ring?
The ESInet is up – it’s just an FE that is down.
You can still take telephone calls today if the CAD system goes down – what’s the equivalent in NG?

10. “Did I get an EIDD?”
How will we know if an EIDD is successfully transmitted?
What if the data in an EIDD is incorrect?
What information is available from EIDDs when researching the history of an incident?
PSAP Team
The first one is a non-issue. The transport mechanisms have positive acknowledgement. Mike: But will the FE notify a user of success/failure?

11. Core Services

12. Greenville’s Data Circuit Cut By A Backhoe
PSAP Team
You are starting by making an assumption which shouldn’t be made = one entrance, all circuits in that entrance

13. Greenville’s Data Circuit Cut By A Backhoe
How does the new receiving agency know it’s now receiving calls for Greenville?
What’s the difference between an entire agency being down vs a mis-routed call?
What happens when an agency knows they want to transfer a call to Greenville but Greenville is down?
How is Discrepancy Reporting handled by the agency now receiving calls for Greenville?
Core Team
How will a PSAP know about an event on its ESInet network? Is this “Information Systems privileged information”?
You started assumming diversion of calls without stating that.
You gonna start dispatching units for Greenville, even if you don’t know what Greenville’s problem is? You coming over my radio even though you don’t know what’s going on in Greenville?
Call comes into PSAP – I know it needs to be transferred to another agency – when I transfer it, that agency is offline so the call goes to the next agency in line – how do I know the first agency is offline? Hold on, I must have hit the wrong button, let me try again.
The direct transfer to another agency – this is when you KNOW who you want to transfer to but you don’t know the agency is down. What happens?
The Discrepancy Report is being filled out be the “down level” agency and the link is down – how does it get back to Greenville?

14. Greenville’s Data Circuit Cut By A Backhoe
Would we ever have a situation where all 6 PSAPs in the State ECRF listed for Greenville were unavailable? A Hurricane Katrina type situation? What would happen?
“Stand in the front yard and yell!”?
Core Team
Please no! You should have three levels of diversion: local (normal mutual aid), state and national. Calls shoukld autommagically roll over to the next level if the queue fills up

15. Questions to Ponder
What information is available to help in determining what went “wrong” with a call?
Examples:
9-1-1 calls that did not reach PSAP.
Misrouted calls.
Missing Location
Core Team
SIP Header for redirected calls; requirement that redirected calls have to be notified.
EIDD probably has NO information that will help?

16. Calls that aren’t mine
A call shows up, it doesn’t belong to me, but I got it anyway
How did that happen?
What do I do with it?
How can I actually help the caller?
How can I prepare to deal with these diverted calls in advance?
Core Team

17. “Where did that call go? Or why did I get this call?”
Understanding routing in NG9-1-1
ECRF issues
Managing Queues
Routing rules
Things that go wrong
What to do about them
Tracing Calls
Core Team

18. Why can’t I call back the caller?
How will callbacks be accomplished from a given PSAP?
Does the type of device matter?
Legacy wireline
Wireless phone
IP device over Internet
Others?
Core Team
Note: Michael Smith inserted these bullets; feel free to replace them

19. I wanna be a movie star Video is important, gotta have it
Video issues that are really just the same as audio, but it’s just that there is more of it
Video issues that are distinct from audio issues
Core Team

20. Interconnection and Security

21. “What happens when I get attacked?”
A DDoS attack happens.
How do I know?
What do I do?
What can I do to prepare?
How big of an attack are we talking about? .
Network/Security Team

22. “I got a call, but it’s garbled”
Understanding voice quality of service
What measurements exist
How do measurements relate to solutions
Network/Security Team

23. IP Packet Routing Issues
Differences between packet routing and call routing
How to recognize packet routing issues
Traceroute and ping
What to do
Network Team

24. What could go wrong?
What else can happen today?
What would be the NG9-1-1 equivalent of that problem?