NG9-1-1 PSAP Requirements and Standards

1. NG9-1-1 PSAP Requirements and Standards Michael Smith, DSS MikeVislocky, Network Orange Dan Mongrain, Bell Canada

2. Introduction to the NG9-1-1 PSAP Requirements Document • Jointly developed by NENA and APCO • The NG9-1-1 PSAP Working Group • NENA’s Agency Systems Committee • Scope of REQ work • EIDD work • Relationship to other NENA and APCO work • Current status: Completed All Committee Review • Next: Review Comments, then - Public Review • Then… Start work on standards.

3. Requirements vs. Standards • Requirements lead to Standards • Requirements should not be used for development or procurement • Successful interoperability requires standards

4. Functional Elements An FE is something that performs some defined task(s) and has defined interface(s) Why do we define things using FEs? Why are FEs defined for some things, but not everything?

5. Functional Elements

6. What’s new? Management Console Collaboration FE Map Database Outgoing Alerts

7. What’s not? Call Handling Incident Handling Dispatch Logging / Recording MIS RMS

8. Interface to NG9-1-1 Core Services Border Control Function Interface Call Handling Interface Logging Service Interface Time Server Interface

9. Interface to other Agencies Call Handling Interface Logging Service Interface Incident Data Exchange Collaboration Interface Discrepancy Reporting Interface (web service)

10. What needs to be defined? Interface between Call Handling and Management Console to report diversion requests, and control whether diversion is accepted • and to allow the Management Console to influence the PSAP Service State. FEs to Management Console (for state reporting) Management Console and IMR (to control diversion) Interface for delivering EIDDs other than in a SIP call header Query interfaces for EIDDs, Map feature data, etc.

11. General FE Requirements Some Selected Requirements: • All policy from a Policy Store • All FEs implement Element State • Must use ESRP to route a “location based service request”

12. Requirements for FEs shared by multiple Agencies MULTI-TENANT 0100-0100 Allow each Agency to have its own policies including security policies. MULTI-TENANT 0200-0100 Allow each Agency to control who has access to configuration data specific to that Agency. MULTI-TENANT 0300-0100 Not allow the provisioning of an Agency to affect the provisioning of another Agency.

13. NG9-1-1 PSAP Network The PSAP IP Network is an ESInet - • Subject to network & security standards in NENA-STA-010 • Subject to the security requirements in NENA 75-001 NENA Security for Next-Generation 9-1-1 (NG-SEC) • Subject to the network design recommendations in NENA 08-506 Emergency Services IP Network Design for NG9-1-1

14. Call Handling FE Requirements Receiving Calls • NENA-STA-010 defines the interface Call Handling will use to receive calls (SIP) • Call Handling must register with upstream FE (most likely ESRP) to “dequeue” calls • Call Handling must respond to QueueState subscriptions • Call Handling must support Non-Human-Initiated calls

15. Call Handling FE Requirements Processing Calls • Call Handling must inform Agent of redirected calls • Call Handling must provide a standardized interface to allow an authorized Agent to barge into a call • Call Handling must provide a standardized interface to allow an authorized Agent to silently monitor a call • Call Handling must support Test Calls as defined in STA-010

16. Call Handling FE Requirements Call Hold and Park • Call Handling must provide a call Hold function • Call Handling must not utilize the standard SIP hold which is to tell call peer to stop transmitting media • This will prevent the recording of calls while on hold • Call Handling must provide Non-Exclusive Hold • Call Handling must provide the ability to mute either end of a call

17. Call Handling FE Requirements State Management • Because Call Handling is the SIP front door for the NG-PSAP, it must accept state subscriptions for not only itself (such as QueueState) but also be able to proxy subscriptions for other FEs in the PSAP: • Call Handling will need to interface with Management Console for PSAP’s Service State • Request for standby diversion will have to be sent Management Console also • Call Handling must be able to subscribe for ESRP events and forward to Management Console • Call Handling must report state of individual Agents to Management Console

18. Call Handling FE Requirements Bridging Calls • When a call is relayed via a bridge, the information related to the 9-1-1 caller in addition to information related to the Incident (including notes accumulated while processing the call) is carried in an EIDD • An Agent must be able to add and remove parties (including parties on the PSTN) in addition to be able to selectively mute parties on the call

19. PSAP Incident Record Handling Important EIDD source and destination Subscribes to EIDD updates from Call Handling Merges Incidents - can also Link or Split Incidents, and undo these operations (all done via the Logging Service) Must be able to obtain the current and updated location for a call

20. Dispatch Another important EIDD source and destination Also must support Merge, Link, should support Split Also must obtain updated locations

21. Logging Service Defined in NENA STA-010 Used by both NG9-1-1 Core Services and by PSAP FEs Logs “events” and “media” Keeps an “audit trail” Supports retention policies Supports “protect from deletion” Supports troubleshooting and problem analysis

22. Policy Routing Requirements Choices of destination for calls and EIDDs from a list based on state, load, location, etc. must be contained within a policy.

23. EIDD Requirements • All EIDDs must be logged. • When a call is received, the first FE handling the associated incident must send an EIDD to the logger. • A future specification will identify which FE must populate specific EIDD components.

24. Management Console • The Management Console shall report the PSAP’s Service State to entities inside or outside the PSAP. • An interface between the Management Console FE and all PSAP FEs is required so those FEs can report their Element State and/or Service State to the Management Console. • The Management Console must host a Discrepancy Report Web Service.

25. Special Uses of the ESRP and ECRF Call Handling uses the Emergency Services Routing Proxy when: • Making a call to another agency • Transferring or Conferencing an existing call outside the PSAP • Routing data when destination is determined by Incident location The ESRP and ECRF work together to route calls and data Other FEs also use the ESRP/ECRF: Incident Record Handling and Dispatch are two examples

26. The Border Control Function • A BCF must exist between the PSAP NG9-1-1 Network and any other external networks to which it is connected. • Should ALL external network traffic go through a PSAP BCF? • Or just SIP traffic???

27. The PSAP Administrative PBX • The PSAP Administrative PBX includes telecommunication equipment that handles processing of administrative, non-emergency telephone communications. • Processing of administrative tasks shall not affect the performance of the emergency services.

28. The PSAP Radio over IP Interface An Agency’s radio system and its over-the-air interface is out of scope for this document. Requirements here apply to the Radio Interface: • Supports transmission of audio, video, and text with metadata between radio system and other FEs. • Supports bridging of emergency and other calls to the radio system. This interface has not yet been defined.

29. Outgoing Alerts Optional FE provides interface to broadcast emergency information. • Standardized interface between the “Notifier” and one or more “Distributors”. • Uses the Common Alerting Protocol (CAP) • Future work: Create standard for transporting CAP. • Must support IPAWS-OPEN

30. Interactive Media Response IMR is like IVR, but it supports multimedia Defined in STA-010 • Must support dequeue function for call diversion from other PSAPs, and have an interface to the Management Console, so the Management Console can control diversion

31. Map Database Stores a set of feature layers obtained from a Geographic Information System Provides a query function that returns a subset of that feature data The purpose is to provide features that can be used to render a map “view”

32. Management Information Systems (MIS) An MIS system MUST be able to retrieve LogEvents An MIS system MAY accept LogEvents itself

33. Records Management Systems (RMS) Contains confidential information, so must adhere to both STA-010 and CJIS security policy requirements Must support EIDD exchanges Should filter data sent according to policy

34. Responder Data Services • Enables wireless data transmissions between PSAPs and emergency responder devices • Our requirements apply to the Agency-facing Interface. • Supports creating an Incident. • Supports logging all application data and media that is shared with other FEs.

35. Incident Data Exchange • Acts as a message switch. • Sends and receives EIDDs to and from other agencies. • Every Agency must have an IDE. • Aggregates information contained in multiple EIDDs. • Discoverable by other FEs

36. Collaboration For collaboration within - and between Agencies A multimedia “chat” function Supports “chat room” functionality Must support Agent “presence” Must support Agent contact discovery Must be able to retrieve an EIDD for a call or Incident Media and signaling must be logged per policy