E911 for the IP-Powered PBX Planning for Success & Safety

1. E911 for the IP-Powered PBXPlanning for Success & Safety Gregory Giagnocavo, President Dash911

2. Overview • Various types “PBX” • Effect of type IP connectivity • PBX “readiness” • PBX “capability” • E911 “types” and how to obtain

3. When do you Need E911? • Some confusion on the rules • Exemptions? • Basically: If it looks like a phone…must act like a phone • Unnecessary risk w/o E911 • Easy to get E911 • Small cost to solve a large risk • And,….Legally required • Required if phone can be nomadic • And… Customers want it and WILL pay • a “no brainer” decision

4. Types of PBX • E911 you need may depend on PBX “type” • Hosted PBX – ‘Centrix-type’ • Only the phones are at the location • E911 available on a per-phone basis • One ‘location address’ for all phones, if safe to do so • Possible lack of call-back number for that particular phone • On-premise PBX • IP trunking, ‘trunk-back’ for termination • PSTN failover? • One DID/TN for all phones? • Or, Each phone has own DID/TN? • Call-back number for each phone?

5. Keeping it Legal: E911 • Types of Businesses required to have E911 • All businesses must have E911 • Perhaps (maybe) not “each” phone, with separate address, but each phones must be able to dial out to 911 • Nomadic or fixed E911? • 19 states, many municipalities, have strict laws • Exemption (possible) • Educational institutions • Healthcare institutions • Non-profits • Not because deserve less; but budget pressures • Only exemptions by decree • Usually only exempt “for a time”, to comply

6. Two Parts of E911 • Two Main Aspects of E911 for VoIP • Provisioning • Provide subscriber/user info in v911 database • Not like the traditional ALI database – new system for VoIP • Must be sure that the address is correct and ‘respected’ • Must be able to update address; M/A/C can trigger, too • Routing • If dial digits 9-1-1, the PBX must route that call to E911 provider • Send the call, with the ANI of the user’s individual phone • Requires a DID for each phone • SIP URI provisioning may be possible • Call-back number is then assured • Call routing must be setup and tested by E911 provider • E911 provider is responsible to route the call • Routes to proper PSAP based on registered address

7. Sources of E911: DIDs • The DID might be provisioned with E911 by carrier • Most likely by a DID vendor or VSP with softswitch • Includes routing for E911 calls even if VSP doesn’t offer E911 • Must provide address info and verify that the address is accepted • May/should have end-user interface for updates • Cost of E911 is included in DID price • Adds ~ $2.00 to cost of DID on ad-hoc basis • Benefits • Instant E911 with that DID • No implementation fee & Low cost • Ad hoc use – as and when needed. Flexibility to add anytime. • As-and-when DID approach may work best in low-density installs • Most likely can use DIDs from several vendors if supported by DID vendor/VSP • VSP’s switch doesn’t need to be implemented for E911 for all DIDs continued

8. Sources of E911: DIDs • If VSP is not providing E911 on all phones (not a good idea) • Attention must be paid to “which” phones have the “E911 DIDs”. • Effects dial plan – risk of mis-provisioning • Risk of employee confusion; could use non-provisioned phone to dial 911 • The phone with the E911 DID can be nomadic if desired (or locked down) • Excellent for those phones that do get moved around by end-users • All phones without separate DID should at least be able to dial 911 and outpulse the PBX or other DID number which IS provisioned to same address. Might not give the call-back number of the actual caller. • Distinction on “included” E911 • Level 3, XO, Gx “E911” is only fixed, not nomadic. Same for DIDs via PRI NOT nomadic – can’t use except that network at that address • If use these, must lock phones to that PBX • Inexpensive way to get E911- traditional, but only local not nomadic • May not be available on all products – LI vs ELS? • You provide the address to them initially, doesn’t change; update hassle

9. Sources of E911: VSP Switch • The VSP switch providing the VoIP Service • Contracts with an E911 provider • Implementation is at VSP switch - can be a $1,000 to $5,000 cost • DIDs for the business customer come through that switch • E911 is provided via that switch on those DIDs • E911 can be added to any DID, regardless of carrier • Previously assigned DID? Be aware of locked records • Address provisioning - important • Low volume – VSP provisions addresses • API available for VSP, to make it seamless for customer • Customer logs on to branded web page to self-provision • Combination – VSP does initial load, Customer does M/A/C and updates • Can individual phone user provision his address? • If not, then phones must be locked to that location • Benefits • Instant E911 on any phone, just assign a DID • Each E911 phone has own call-back number • No implementation fee for the end-customer - done at VSP switch • Lower cost per TN per month – customers will pay without hesitation • Works for any size business customer • Eliminates risk if all phones have DIDs from the VSP’s switch

10. What Determines E911Density • General Rule of “Size of Space” • Max of 7,000 sf per provisioned address • “Common sense” applies; practical • Ambulance, Fire, Police – can they respond? • Depends on layout of offices • Separate offices? Cubicles? • May depend on number of persons • Call center? • Not a firm, hard rule, but generally accepted • Strategy:be aware of local regulations; quiz your customer, take initiative to plan. Why take chance?

11. What Determines E911 Density • General Rule of “Size of Space”, cont’d • Many use one POTS line as failover/E911 • Local E911 is included on POTS line – in most cases • May cover required space • Doesn’t provide for any nomadic use • Only one call-back number per address/line • Must lock phones to that on-premise PBX, gateway • Can use several POTS lines as failover/E911 • Cover separate areas, one address per line – in most cases • Important to make sure different address record for each line • Consider cost of extra POTS for E911 • Additional hardware cost • Total POTs line cost for second or third lines for E911 • Can cost as much as v911, and not give nomadic • Use of phone must be locked to this location if POTS for E911 • Strategy: be aware of local regulations & compare cost

12. What Determines E911 Density • General Rule of “Size of Space”, cont’d • If 7,000 sq ft or less you have options • POTS for E911, as discussed • Small # of employees • POTS will work, failover line is there anyway • But not nomadic <- sacrifice that feature? • In addition to POTs, use v911 • v911 is “VoIP 911”, or nomadic E911 • Simple to assign a DID with E911 • Global Crossing, Level 3 has on some products • Buy DIDs that “come with” E911 • All phones, or some of the phones? - 1:10? No callback • Phones with “E911 DIDs” can be legally nomadic

13. What Determines E911 Density • General Rule of “Size of Space” 40,000 sq ft • Some areas use the 40,000 sq ft space rule • One distinct address for 40,000 sq ft of office • Has many caveats • Must have distinct address • For each floor • For each separate area • When logic dictates for safety • May have on-site 24 x 7 dispatcher only with approval • Each phone user must be given instructions • POTs lines probably impractical except for E911-failover • Any E911 is better than nothing if network fails • Consider E911 on each phone • Simple to assign a DID with E911 • Simplifies M/A/C • All phones are then nomadic – reduce risk • Buy DIDs that “come with” E911 • Lock phones to network if not nomadic solution • Option: put E911 on “some” phones if not all; share address? USE SIP URI

14. Keeping it Legal: E911 • General Rule - # of People • Might track the square foot rule • That is, require the same number of E911 phones • Common sense needed • One E911 capable phone per… 10? • Proximity, accessibility? • Reality check – • Locations of employees? • Can ambulance, police, fire respond? • Strategy: quiz your customer • Save your customer from himself • Customers will pay for E911

15. Special Installs: MLTS • MLTS Operators use of Attendant-Notification • Attendant handles 911 calls • Gathers info • Dials 911 which is routed to Attendant on duty • Attendant dials 911 and stay on the line to help • Used by • hotels/motels • hospitals and educational campuses • any businesses or commercial building • Over 40,000 sq. ft • Which has a full-time attendant • Requires permission from local safety authorities • Strategy: get to know the rules on this in your area

16. Special Installs: MLTS • MLTS Operators use 9-1-1 Call Redirection • 9-1-1 calls are directed to a Private 9-1-1 Answering Point (some areas have) • Emergency operator gathers info and dials appropriate agency • Stays on the line to help direct responders • This method is sometimes used • When switch can’t out pulse extension number; no address • Campus environments with multiple buildings • Government offices • Military bases • Prisons • Requires approval from safety authorities • Not legally nomadic – phones must be locked

17. Provisioning Addresses • If done direct with local PSAP, may be laws • For larger installations • Where local PRI is used • Some PSAPs require specific info • If more than 7,000 sq ft • If more than 50 employees • Regulations vary – • best to check, reduce risk to you the provider/installer

18. Provisioning Addresses • If done direct with local PSAP- Address submission, as part of address, may require “Distinct Location Identification” or “DLI” – An additional location identification that provides specific identification of a building, complex or campus. A DLI could include a floor number, wing name/number and building name/number for every 40,000 square feet of workspace. Separate POTs line per DLI area may work - No mobility, not nomadic; lock the phones to the network • Depending on layout, may require many • For single tenant per 40,000 sq ft • Augment POTS E911 with “E911 DIDs”

19. Provisioning Addresses • If done direct with local PSAP • You will need to format address correctly • May be non-obvious address format • MSAG address may be required* • Call the PSAP and inquire • Pay particular attention to oddities • Hard-to-find locations in a building • Odd office or building layouts • This effort will reduce risk and liability for everyone • Strategy:provisioning addresses is probably customer’s responsibility, but the PBX installer will be blamed if there is a problem in an emergency.

20. Provisioning Addresses • PSAP uses MSAG • MSAG: “Master Street Address Guide” • Computerized geo­graphical file consisting of all streets and address data within the 9-1-1 system area. • Key to the selective routing capability of 9-1-1 systems. • MSAG database matches an originating caller to a specific answering point (PSAP) based on the address data. Note: - not all addresses will automatically be MSAG-valid - this is an issue with provisioning, in general - many commercial addresses will have civic and colloquial - must assure that the address is accepted by PSAP

21. Hosted PBX: E911 problem solved • Hosted PBX – all in one solution including E911 • No PBX on-premise • Hosted service, hosted features • E911 is via Hosted Provider’s switch • Hosted Provider implements E911 once • Hosted PBX Providers • Implement direct with E911 provider – recommended • Can buy DIDs “ad hoc” with E911 • Can buy a mix of PRI or carrier-with-local-E911 • Only to provide non-nomadic solution locked to location • Should buy DIDs with nomadic E911 • (in most cases)

22. IP-PBX & E911 Strategy for E911 success: Easiest and safest way to solve the E911 issue is to put E911 on all phones. Reduces risk. Enjoy nomadic use & easy address updates. Thank you for your Attention Gregory Giagnocavo, CEO Dash911.com Resources Standards and lots of info: www.Nena.org Great E911 Webinars: www.nena.org/pages/ContentList.asp?CTID=49 Facts and Info: www.911dispatch.com/info/fact_figures.html and www.911dispatch.com www.911etc.com