National Security/Emergency Preparedness Priority Telecommunications Services

1. National Communications System National Security/Emergency Preparedness Priority Telecommunications Services • Government Emergency Telecommunications Service (GETS) • Wireless Priority Service (WPS) • Telecommunications Service Priority (TSP) 10 May 2007 John F Dinneen Outreach Coordinator NCS Priority Telecommunications Services john.dinneen@associates.dhs.gov 214.797.3399 www.ncs.gov

2. National Communications System • The NCS works with the telecommunications industry to develop and deploy National Security and Emergency Preparedness Telecommunications Services • Priority telecommunications services are available to qualifying federal, state, local, and tribal government, and industry organizations

3. Home PBX PBX Office .. .. .. Fax Mobile Switch Satellite .. .. Local Switch Cell Problem: During an Emergency, Mass Calling Causes Network Congestion Congestion at many points! Public Network Demonstration

4. *272 + DN Solutions: The GETS Calling Card and Wireless Priority Service GETS is an emergency calling card service that can be used from virtually any telephone to provide priority for emergency calls WPS is an add-on feature subscribed on a per cellphone basis – works with existing cell phones in WPS equipped networks

5. Hurricane Rita and the Texas Coast Evacuation Network Congestion! • Evacuation ordered by Texas officials • Heavy public calling out of area to families, friends, hotels • Once the evacuation was underway, motorists made extraordinarily heavy use of Cell Phones • TELCO networks invoked Automatic Network Management Controls – limiting inbound traffic • Calls into 7 Area Codes get “Fast Busy” during the 3 days before Hurricane Rita impacted the coast • GETS and WPS Ý272 calls to Texas Gulf Coast went through immediately from NCS North Texas location every time

6. *272 + DN Recent GETS/WPS Experience Hurricane Katrina (29 August 2005) • During the period 29 Aug – 9 Sep, there were 32,829 GETS calls into or out of the Gulf Coast region. 95% routed successfully. • There were 3200* attempted WPS calls of which 394 (12%) were placed in queue (* excludes Cingular Orange) Hurricane Rita (23 September 2005) • 21 Sept – 23 Sept: calls to Area Codes 713, 281, 409, 361, 936, 832 and 979 (South Texas) often required use of GETS or WPS • Over 96% of GETS and WPS calls into and within the Texas/Louisiana Gulf Coast area completed successfully Alabama Tornados (1 March 2007) • GETS needed by State EOC to contact State AG • WPS needed to complete official calls on following day from Eneterprise AL

7. Home PBX PBX Office .. .. .. Fax Mobile Switch Satellite .. .. Local Switch Cell GETS Overview • Dial GETS Access Number from any phone (1-710-627-4387) 2. Network routes call to a GETS Carrier. As you are prompted, enter your PIN then Destination Number 3. Network routes your call to the Destination Number .. Public Network Use GETS whenever you hear a fast busy signal, “All circuits busy” announcement, or otherwise cannot complete your call

8. High Probability of Completion (HPC) Features • NS/EP Call Marking • Signaling Priority • Alternate Carrier Routing • Trunk Queuing • Exemption from Network Management Controls PIN Validation Input Destination Number Mobile Switch Mobile Switch .. .. .. .. Calls to the GETS Access Numbers are identified by local landline or mobile switch for HPC Treatment Calls route to one of the 3 GETS Carriers for: Calls complete via local landline or mobile switch Local Switch Local Switch • PIN Validation • Destination Number • Routing to destination switch • Origination to destination HPC treatment • Terminating Radio Channel Queuing in WPS FOC cellular networks • 1-710-627-4387 • Toll Free to each carrier (3) • Priority Telecom Service Center • User Assistance line (7 x 24) How GETS Works Calling Party Called Party

9. Making a GETS Call GETS Access Number • Dial GETS Access Number • Listen for tone, then enter your PIN (do not enter # after last digit) • Listen for voice prompt: “Please enter your destination number now.” • Enter the destination number (omit the 1 before the area code) • You will hear an announcement “You are using GETS, AT&T/MCI/Sprint” • Network will route your call to the destination telephone number Toll Free number for each GETS carrier (backup) Toll Free User Assistance number (24x7) 12 Digit Personal Identification Number (PIN) User Name and Organization Periods of silence are normal – particularly if call is queued during heavy congestion. Calls may take 30 to 90 seconds to complete

10. .. PBX PSTN .. .. .. WPS Mobile Switch .. .. .. .. WPS Overview 1. WPS is an add-on feature subscribed on a per-cell phone basis – works with existing cell phones in WPS equipped networks 2.To make a WPS call, enterÝ272 followed by the Destination Number then press SEND Ý272 703 818 4387 WPS addresses congestion in the wireless segment of the network – most importantly the local radio access channel

11. Radio Channel Queuing HPC Calling Party Called Party Other Cellular Service Providers .. .. .. WPS Mobile Switch Originating Radio Channel Queuing WPS Equipped Mobile Switches • Provides priority access to radio channels when placing a cellular call • Requires WPS subscription and entering Ý272 + Destination Number • Treats WPS calls same as GETS calls, giving them NS/EP marking • Provides same HPC features as GETS without having to dial GETS access number and PIN • Long distance WPS calls are routed through HPC capable networks of the GETS carriers or Cellular carriers • Local calls route directly to local carriers Terminating Radio Channel Queuing .. .. .. .. • Provides priority access to radio channels on inward NS/EP calls (WPS or GETS) • Requires WPS Full Operational Capability in the terminating Mobile Switch • Called Mobile Phone DOES NOT have to be subscribed to WPS How WPS Works WPS adds Radio Channel Queuing between the mobile phone and base station and High Probability of Completion (HPC) features to Cellular Networks

12. Confirm radio signal • Enter Ý272 + destination telephone number and push SEND key (example: Ý272 703 818 4387 - SEND ) • Network will route call to the destination telephone number • Screen messages vary among carriers and mobile phone models. • WPS calls show same screen messages as regular calls • While WPS calls are in queue screen message usually displays “Calling + Destination Number” • Audible alerts vary among carriers and mobile phone models • During WPS call set-up you may hear alternating periods of ringing and silence • Busy signal, announcement, or extended silence indicates call cannot complete Making a WPS Call Periods of continuous ringing and/or silence may occur – particularly if call is queued at several points during heavy congestion. Calls may take 30 to 90 seconds to complete

13. *272 + DN Budgeting for Priority Services GETS • No charge for GETS cards • For organizations outside the Federal government, billing information is required to establish an account for GETS calls (@10 cents/min). You will not normally be billed for: • Calls to confirm receipt of individual GETS cards • Test calls to the familiarization line (703-818-3924) • Legitimate GETS usage in response to emergencies WPS • Ordered on a per-phone basis through the NCS • Now available: Cingular/AT&T, Verizon Wireless, Sprint/Nextel, T-Mobile, SouthernLINC • Planned: Sprint (fall 2007), Cellular South (summer 2007) • Per phone charge not to exceed $4.50/month and a $10 one-time set-up, plus no more than 75 cents per minute when WPS is invoked • Billed by the carrier on the cellphone invoice

14. Organizations Individuals • Cities/Counties/States/Districts • Offices of Emergency Services • Police/Sheriff/Fire • Water and Power, Telecom • Public Works • Irrigation Districts/Flood Control • Public Health • Hospitals/Medical Services • Transit Agencies • Ports/Airports • Utilities/Transportation and other Industries • Search and Rescue • School and College Districts • Red Cross/Volunteer Agencies • Critical Infrastructure Suppliers • Other Agencies included in County Emergency Management Plans • Mayor, Council Members, Supervisors • City Manager and staff • Media Relations • OES Management and staff • Police/Fire Chiefs and staff • Police/Fire Field Command • Department Heads and staff • Team leaders • Subject matter experts/trained specialists • Individuals with an Emergency Preparedness and Response role. Locations/Functions • EOC Work Stations • Back-up EOC • City and County Operations Centers • PSAPs (911 Center) • Computer/IT Center • Police/Fire Dispatch • City/County Yards • Remote Offices/Stations • Power/Pump Stations • Shelters • Command Vehicles Who Should have GETS/WPS

15. Identify POC and Alternate Establish on-line account Determine GETS/WPS Users Go On-line to Order GETS/WPS Order GETS and WPS on-line Note: POC’s are already established for most Federal government organizations

16. Establish an appropriate number of POC accounts for your organization Some cities/counties have 1 POC, others have separate POCs for Police, Fire, EOC, etc. You can add/consolidate POC accounts and change POCs as needs dictate Issue GETS cards with NCS provided User and Pocket Guides Individuals: emphasize need to carry card at all times Location/Functions: place card in accessible location with instructions After WPS activation contact each user to confirm that WPS is working by having them make a test call Be sure each user regularly makes GETS/WPS test calls Use the on-line system to review GETS usage, perform administrative tasks, and to place orders or cancel GETS and WPS Be sure to include GETS and WPS in your emergency procedures and exercises *272 + DN Managing GETS and WPS

17. Circuits Problem: During an Emergency, Critical Services May Experience Outages • Emergency Operations Center • 911 PSAP • IT Center • Critical Facilities Telecommunications Service Providers Damaged facilities and service problems can affect communications!

18. FCC mandated program - applies to all telecommunications service providers Restoration Priority ensures restoration before non-TSP users Provisioning Priority facilitates priority installation of new telecommunications services in a shorter than normal interval Implementing TSP: Download TSP Service User Manual and the TSP Service Request Form (Form 315) Establish an on-line TSP account by going to www.tsp.ncs.gov Determine candidate services Request a TSP Code for each service via on-line TSP account Upon approval, the NCS assigns a TSP code for each service TSP is then ordered through your Service Provider Solution: Telecommunications Service Priority (TSP) TSP must be set-up in advance – before an emergency or disaster occurs

19. Items to consider in Planning • The value of a basic telephone • Powered by TELCO Central Office power • Cable, IP and AC powered phones useless when power goes out • Cell Phone suggestions • Multiple Carriers • Multiple Area Codes • Text messages can go even when you can’t get a voice call through • Satellite phones require user training • Place call-in center lines away from the problem area • Amateur (Ham) Radio as emergency backup • You can’t have too much diversity in communications

20. Resources For more information: www.ncs.gov www.gets.ncs.gov www.wps.ncs.gov www.tsp.ncs.gov For Assistance setting up on-line Accounts and ordering: Priority Telecommunications Service Center: 1-866-627-2255 • 8am to 6pm Eastern Time • follow voice prompts for each service Regional Outreach Coordinator – South John F. Dinneen 214.797.3399 John.dinneen@associates.dhs.gov National Communications System

21. Using GETS and WPS during an Emergency *272 + DN *272 + DN *272 + * May need to dial 9 or other code for outside line See back of GETS card for GETS and WPS Instructions

22. Identify POC and Alternate Establish on-line account Determine GETS/WPS Users Go On-line to Order GETS/WPS Order GETS and WPS on-line • Identify a Point of Contact (POC) and Alternate to manage GETS/WPS for your organization • Have POC/Alternate POC go to www.gets.ncs.govSelect first time requestor on left-side menu; then state, local, and tribal government • Follow step by step instructions to establish Point of Contact Account for POC and Alternate. They will receive User IDs, Passwords, and personal GETS cards within 10 days • POC and Alternate should review GETS/WPS information on Websites, familiarize themselves with on-line ordering system, and make GETS test calls • Determine which individuals, locations, and functions need GETS and WPS (use GETS/WPS User Data Sheet available from Outreach Coordinators) • POC/Alternate orders users’ GETS and WPS on-line • GETS cards with instructions are mailed to POC’s address • WPS subscription activation is confirmed by email to POC Note: Federal POC’s are already established for some organizations