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California Statewide Deployments VoIP E9-1-1 & Emerging Technologies

California Statewide Deployments VoIP E9-1-1 & Emerging Technologies. California 9-1-1 Office Mrs. Donna L. Peña , PMP, ENP 2009 CalNENA State Conference, San Diego February 25, 2009. CA VoIP E9-1-1 Objective.

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California Statewide Deployments VoIP E9-1-1 & Emerging Technologies

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  1. California Statewide Deployments VoIP E9-1-1& Emerging Technologies California 9-1-1 Office Mrs. Donna L. Peña, PMP, ENP 2009 CalNENA State Conference, San DiegoFebruary 25, 2009 CA 9-1-1 Office

  2. CA VoIP E9-1-1 Objective Together with the local exchange carriers, PSAPs, VSPs, VPCs, and ESGWs, the objective is to implement the best "comparable E9-1-1" service for the VoIP user that calls 9-1-1 in California, while keeping the network reliable. CA 9-1-1 Office

  3. VoIP Caller Background • TIA’s 2006 Telecom Market Review and Forecast • 4.2 million subscribers in 2005 (National). • 43.9% annual increase thru 2009, 18 M. • What is a VoIP call and how do you get the location information? • Computer accessed phone service over the internet. • Customer enters their location data into the screen that is then provided with the call. CA 9-1-1 Office

  4. VoIP E9-1-1 FCC Information • FCC Order 05-116 • FCC E9-1-1 Requirements for VoIP Providers to provide callback (CBN) number and location information • By Sept. 28, 2005 notification to and acknowledgement by 100% of customers of VoIP 9-1-1 limitations • Web links • www.voip911.gov/ • www.fcc.gov/cgb/consumerfacts/voip.html CA 9-1-1 Office

  5. CA VoIP E9-1-1 Home Page http://www.td.dgs.ca.gov/Services/911/VoIP CA 9-1-1 Office

  6. VoIP - Acronyms VSP VoIP Service Provider VPC VoIP Positioning Center ESGW Emerg. Services Gateway 916-211-XXXX ESQK Emerg. Serv. Query Key (pANI) VOIP Voice Over Internet Protocol CA 9-1-1 Office

  7. CA VoIP E9-1-1 Stakeholders County Coordinators + CHP Coordinator 59 400+ 5 6+ 390 2 CA 9-1-1 Office

  8. Femtocell Tower VoIP Residential- Nomadic VoIP Enterprise VoIP CLEC VoIP WiFi PSAP TRS, VRS, IPRS Telecommunication Relay Services (Sorenson, CSDVRS,..) OTHER DB ILEC’S ALI DB DYNAMIC ALI DB CA 9-1-1 Office 8 CalNENA 2/25/2008 CA E9-1-1 Network Call Types Landline TN (ANI) ILEC/CLEC RESD, BUSN, COIN, PAY$ PBXb, CNTX ILEC 9-1-1 S/R Private Branch TN (ANI) ILEC/CLEC W911 & WPH2 MOBILE SWITCHING CENTERS VOIP Wireless 511 (pANI) IP Link ENHANCED MF TRUNKS VPCs Voice Positioning Centers Class of Service ESGWs Emer Service Gateways VoIP 211 (pANI) HBF Intrado TCS Emerging Technologies Call Centers 211 (pANI) VIXXI AKA Dynamic ALI Providers AKA CLECs T-Mobile Telematics Telephone #s (ANI) OnStar, ATX, Hughes,… (P-ANI) ALI LINK LOCATION INFORMATION DATABASES

  9. VoIP E9-1-1 Call Path PSAP CPE S/R ALISA 1. Caller makes a 9-1-1 call (caller already registered address with VSP). 2. VSP call goes to selected VPC containing database information of call back # and registered address. 3. VPC validates address in their database. 4. VPC geocodes caller’s address (converts to a Lat/Long) and uses the shape files to determine where to route call (PSAP and ESN). 5. VPC sends call to appropriate ESGW connected to the correct S/R. 6. ESGW uses ESRN to determine which PSAP the caller should be delivered to. 7. S/R uses ESN to route call to PSAP. 8. PSAP equipment uses pANI to query back to VPC to obtain CBN and ALI for Call Taker. 9-1-1 Caller Call Taker VSP (VoIP Service Provider) or 300+ others 911 Trunks ESGW (Emergency Services Gateway) VPC (VoIP Positioning Center) Geocodes Frame Relay or 6+ others ESQK (pANI) 809-211-1234 Multi-Steering with 10-digit ANI VoIP ANI/ALI or Intrado or HBF or VIXXI CA 9-1-1 Office 9 CalNENA 2/25/2008

  10. LA County Shape File CA 9-1-1 Office

  11. CA VoIP E9-1-1 Shape Files CA 9-1-1 Office

  12. CA 9-1-1 Office

  13. CA E 9-1-1 Call Types CA 9-1-1 Office

  14. CA VoIP E9-1-1 PSAP Readiness • CPE • 10/20 Digit Capable • Ability to Re-Bid ALI from VPCs • Known as Multi-steering • ESN(s) Identified • Single-ESN PSAPs • Multi-ESN PSAPs (choosing 1 ESN with limitations) • Multi-ESN PSAPs (providing ESN level shape files) CA 9-1-1 Office

  15. CA VoIP E9-1-1 PSAP Deployment Flow Chart MULTIPLE ESN PSAPs SINGLE ESN PSAPs True single ESN? Does PSAP have Shape files per ESN? FORMAT 04 or MS at PSAP? NO YES NO YES Document issue in table Verify shape jurisdiction w/VPC if necessary PSAP OK w/limitation w/manual transfers? Send shape files to VPCs VPCs obtain ESQK LECs build shell records Work w/VPCs to finalize and validate NO YES VPC to Schedule 1 week advance notice with County Coordinator Recommend keep 10-digit until ready Which single ESN? DEPLOY CA 9-1-1 Office

  16. CA VoIP E9-1-1 PSAP Deployments 364 PSAPs are deployed with at least one VPC (93%) Goal = 390 Local Primary PSAPs + 1 CHP Capitol Communication Center CA 9-1-1 Office

  17. CA VoIP E9-1-1 PSAP Call Volume Chart data derived from CARSNet (VZN) and FRNIS (AT&T) information 14,801 calls in 2006 40,937 calls in 2007 81,471 calls in 2008 (includes telematics) CA 9-1-1 Office

  18. CA VoIP E9-1-1 Telematics - OnStar • OnStar is partnered with TCS. • Telematics 911 Office Memo dated May 25, 2007. • Under specific conditions, telematics service providers (TSPs) are now permitted to deliver emergency calls to the public safety answering point (PSAP) through the E9-1-1 network via 9-1-1 trunks. • APCO Recommended Best Practices Telematics Call Processing CA 9-1-1 Office

  19. CA VoIP E9-1-1 Telematics - OnStar • OnStar name is in three locations of the ALI. • Provided information on training. • Only 1 PSAP denied calls – Solano Sheriff. (866) 866-5006   20:59    02/20ONSTAR CALL VERIFY LOCATION           ONSTAR            CA 311 VOIPONSTAR CALL CENTER         TCS                  (858) 211-2045TCS                           S.D. SHF INLAND                HEARTLAND CFA                  HEARTLAND CFA                  LAT             LON            METERS             PERCENT  CA 9-1-1 Office

  20. CA VoIP E9-1-1 Telematics - ATX • ATX is working with Intrado to process calls via VoIP i2. • Will have a different 24x7 number in the CBN field depending on the service contract (Mercedes Benz, BMW, etc..) • Performed initial tests at West Covina PD and Yolo County Comm Feb 2009. • ALI display – working on providing name to indicate it is a telematics ATX call and also provide the incident ID. CA 9-1-1 Office

  21. CA VoIP E9-1-1 Video Relay Service – FCC Info • FCC 64.595(b)(2)(ii) December 2008 • Video or IP Relay Service Providers • "VRS or IP Relay providers must transmit all 911 calls, as well as ANI, the caller's Registered Location, the name of the Video Relay Services (VRS) or IP Relay provider, and the calling assistant’s identification number for each call, to the PSAP. • NENA 02-502, Version 3, updates the types of service to include VRS. VRS calls will come over the 9-1-1 network, and the PSAP will receive the VRS/IP Relay Provider name (NENA Company ID) and the ID # of video interpreter/call assistant. CA 9-1-1 Office

  22. CA VoIP E9-1-1 VRS/IP Relay Call Guide • Standard Operating Procedure Recommendations • Suggested questions for developing a VRS/IP Relay Call Guide • http://www.apcointl.org/documents/PSAPVRSIPRelaySOPrecommendations.pdf CA 9-1-1 Office

  23. CA VoIP E9-1-1 Telecommunication Relay Service (TRS) • TRS users call or receive calls on TTYs (text telephones) and Communication Assistants (CA) relay back and forth between the TTY user and the speaking caller. http://www.apcointl.org/documents/PSAPVRSIPRelayOverview.pdf CA 9-1-1 Office

  24. CA VoIP E9-1-1 Video Relay Service • VRS is a variation of traditional TRS. The snag for E911 calls made through VRS is the possibility of a disconnection somewhere in the communication chain due to the instability of the internet and the number of connections in place. • In a VRS Call, the Communication Assistant (CA) is a skilled sign language interpreter referred to as a VI (Video Interpreter) who can see the video caller via a video device and an internet connection. The VI interprets and relays between the ASL (American Sign Language) user and the speaking person. http://www.apcointl.org/documents/PSAPVRSIPRelayOverview.pdf CA 9-1-1 Office

  25. CA VoIP E9-1-1 IP Relay Service • IP Relay (internet protocol relay) is very similar to traditional relay with the exception of the type of device being used (any computer, personal digital assistant, web-capable telephone or other internet-capable device) and the connection mode (not public switched telephone network, but the internet). • Because IP Relay is text based (like traditional TRS) the process can be more time consuming and less spontaneous. • The connection via the internet, however, poses the same issues as it does with a VRS call. • http://www.apcointl.org/documents/PSAPVRSIPRelayOverview.pdf CA 9-1-1 Office

  26. CA VoIP E9-1-1 VRS - Sorenson • Video Relay Service – ALI, routed by Intrado • 45 E9-1-1 calls in January 2009 in the State (TRDO data) • The CBN is unique and goes through the call center (619) 123-4567 04:26 01/01   123 BEACH AVE CA 310 VOIP  SORENSON RELAY CUSTOMER    (619) 211-0060    TRDO   SAN DIEGO PD   SAN DIEGO FD   SAN DIEGO FD   LAT  LON   METERS  PERCENT CA 9-1-1 Office

  27. CA VOIP E9-1-1 WiFi T-Mobile@Home • T-Mobile currently is routing their @Home calls as wireless calls based upon cell sector routing designations. This was their baseline design and in all other states it works because local PSAPs are primary. • T-Mobile has been in the process of re-designing their call routing system to migrate these calls to VoIP (address/X-Y) routing since Nov. 2008. • T-Mobile will be a new VPC and may only be routing their customers. CA 9-1-1 Office

  28. CA E9-1-1 FEMTO – Sprint AIRAVE • Users have an expanded coverage with the use of a router in their home. This, in most areas of CA, will still route the call via the closest tower sector and show up as a “WPH2” call. • If the user is out of Sprint’s service area, the call will be routed through Intrado over the VoIP i2 deployment and show up as a “VOIP” class of service. • Some testing occurred in mid 2008. CA 9-1-1 Office

  29. CA VoIP E9-1-1 Total Costs January 2006 to December 2008 • Network = 0 (No new trunks) • PSAPs = 0 (Multi-steering is part of wireless tariff) • VSPs = 0 (No cost recovery) • County Coordinators = $45,804.28 (Not available for 2008 + $31,780.28 in 2007 + $14,024.00 in 2006) • Public Education = $2,900 (2007 VoIP Brochure) CA 9-1-1 Office

  30. CA VoIP E9-1-1 Issues • County Coordinators are working to get shape files. • Engaging with emerging technologies to make sure a statewide ALI standard is applied. • Call Centers taking default routes need to warm transfer on 10-digit lines. • County Coordinators have more responsibilities. • PSAP testing needs to be thorough. CA 9-1-1 Office

  31. CA VoIP E9-1-1 Reality • VoIP user may not enter location accurately. • Accurate routing needs County Coordinator to actively participate to verify/develop shape files. • VPC call centers will field some VoIP calls and they will be sent to PSAP-identified 10-digit emergency numbers. • More emerging technologies will be migrating to use VPCs. CA 9-1-1 Office

  32. CA VoIP E9-1-1 Goals • Have all primary and secondary PSAPs with new CPE accepting 10-digit Multi/Steering to obtain the complete ALI from VPCs. • Only 10 primary PSAPs left for 2009 • County Coordinators to obtain shape files for each ESN jurisdictional boundary in their county. • Validate landline ESNs • Document is on-line, and pre-approved funding is available • http://www.documents.dgs.ca.gov/td/911/CAVoIPE9-1-1shapefilerecommendations.pdf • Continue to standardize deployment requirements for emerging technologies so that there is minimal impact at the PSAPs. CA 9-1-1 Office

  33. CA W E9-1-1 vs. CA V E9-1-1 CA 9-1-1 Office

  34. Contact Information CA 9-1-1 Emergency Communications Office VoIP E9-1-1 Deployment Web Page: http://www.td.dgs.ca.gov/Services/911/voip Monthly California VoIP E9-1-1 Meetings 3rd Wednesday 9-10:00am PST 9-1-1 Office Consultants http://www.documents.dgs.ca.gov/td/911/OfficeAssignments.pdf Donna Peña donna.pena@dgs.ca.gov CA 9-1-1 Office

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