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E9-1-1 In a VoIP World

E9-1-1 In a VoIP World. Timothy Lorello SVP, Chief Marketing Officer TeleCommunication Systems (TCS) (410) 280-1275 lorellot@telecomsys.com. Agenda. Coming from a Wireless Perspective How E9-1-1 Works Challenges of Emergency Services E9-1-1 VoIP Call Center Emergency Service Offers

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E9-1-1 In a VoIP World

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  1. E9-1-1 In a VoIP World Timothy Lorello SVP, Chief Marketing Officer TeleCommunication Systems (TCS) (410) 280-1275 lorellot@telecomsys.com

  2. Agenda • Coming from a Wireless Perspective • How E9-1-1 Works • Challenges of Emergency Services • E9-1-1 VoIP • Call Center Emergency Service Offers • Solution: Applying Lessons Learned 2

  3. Coming from a Wireless Perspective Wireless Carriers • Contractual relationships with over 42 wireless carriers • Contracted to deploy E9-1-1 services to over 45 million subs for 33 carriers (4 of top 5) Local Exchange Carriers (LECs) • Working relationships with all of the major LECs and many CLECs and smaller telecom providers PSAPs • Deployed wireless E9-1-1 in 42 states to over 4600 PSAPs • Member of both NENA and APCO • Former public safety officials on staff and in management 3

  4. Why is E9-1-1 Important to VoIP? • E9-1-1 is a life-saving service consumers expect • Consumers get E9-1-1 with wireline & wireless • Large enterprises get E9-1-1 from their PBXs • When responding to emergencies, EVERY SECOND COUNTS! • Without E9-1-1, VoIP deployment will slow • At best, VoIP becomes a cheap alternative • At worst, VoIP adoption is greatly reduced • If not provided voluntarily, FCC will likely mandate it • E9-1-1 drives location usage • Can be used as a market advantage – Safety Sells! • Location information can be used for other services • Information alerts, billing, optimized routing, etc. 4

  5. How E9-1-1 Works 5

  6. How E9-1-1 Works Requirements for a proper E9-1-1 call: • Must know location of caller • Must use caller location to route call • United States has over 6500 Public Safety Answering Points • PSAPs typically cover metropolitan areas or counties • PSAPs are Call Centers which dispatch Emergency Services • Must deliver caller location • Call Centers can automatically receive location information • For wireline, street address information is delivered • For wireless, latitude/longitude information is delivered 1 [Location] + 2 [Routing] + 3[Delivery] = Full E9-1-1! 6

  7. 9-1-1 Communicator How E9-1-1 Works Wireline 4109990000 4106661111 Complete Solution 4109990000 + 4106661111 4106661111 9-1-1 Central Office 2 1600 Primrose Lane 1 3 PSAP Dispatch to 1600 Primrose Lane 1600 Primrose Lane ALI – Automatic Location Identification (database) PSAP – Public Safety Answering Point ALI E9-1-1 Network Operations Center 7

  8. 9-1-1 Communicator How E9-1-1 Works 4109990000 Wireless Phase II – Precise Location Complete Solution 4107771111 9-1-1 ESRK Mobile Switching Center 1 3 a - Tower b - Precise 2 Precise X/Y 4109990000 + ESRK 9-1-1 PSAP Dispatch to Precise X/Y Precise X/Y + 4107771111 CRDB – Call Routing Data Base PDE - Position Determination Entity ESRK MPC – Mobile Positioning Center ESRK = Emergency Services Routing Key MPC ALI CRDB PDE E9-1-1 Network Operations Center 8

  9. The Challenges for Emergency Services 9

  10. New Challenges for E9-1-1: VoIP! • Voice over IP (VoIP) • Voice transmitted as data over IP transport technologies • Three broad categories of service: • Static VoIP: to the home as a wireline replacement • Nomadic VoIP: person stops in different places • Mobile VoIP: continuous movement within VoIP network • Challenges: • [1] How to locate? • [2] How route? • [3] How deliver? Will focus here 10

  11. New Challenges for E9-1-1: VoIP! • Issues around getting the Location • Nomadic & Mobile users are not at their “home” • Phones do not currently have built-in GPS • Users must currently manually identify location • Location info takes 24 to 48 hours to update • This can be solved by taking a “network” approach to E9-1-1 • Hope for the future • Most VoIP will be over Private Data Networks • Private networks can identify connection point • Connection point can be mapped to a location • Mobile VoIP solutions will likely involve cellular • Cellular already has integrated GPS into handsets • Mobile VoIP phones will likely have GPS capabilities 11

  12. 9-1-1 Communicator Admin Line PSAP E9-1-1 Network Operations Center New Challenges for E9-1-1: VoIP! Static VoIP 4109990000 4106663333 Problem: Routes to Admin Line 4106663333 9-1-1 Softswitch 1600 Primrose Lane 3 1 4109990000 2 Dispatch to 1600 Primrose Lane ALI 12

  13. 9-1-1 Communicator 3 2 Admin Line PSAP 1 E9-1-1 Network Operations Center New Challenges for E9-1-1: VoIP! Nomadic VoIP - Consumer 4109990000 4106663333 Problem: ALI has wrong address Possibly wrong PSAP Routes to Admin Line 4106663333 Softswitch 4109990000 (wrong PSAP) 9-1-1 ? “I think I am at 1800 Charles Street” ALI 13

  14. 9-1-1 Communicator Admin Line PSAP 1 E9-1-1 Network Operations Center New Challenges for E9-1-1: VoIP! Nomadic VoIP – Enterprise 4109990000 4106663333 Problem: ALI has wrong address Routes to Admin Line 4106663333 9-1-1 Softswitch 3 4109990000 2 ? “I think I am in office 301-B” ALI 14

  15. 9-1-1 Communicator 3 2 Admin Line PSAP 1 E9-1-1 Network Operations Center New Challenges for E9-1-1: VoIP! Mobile VoIP 4109990000 4106663333 Problem: ALI has wrong address Probably wrong PSAP Routes to Admin Line 4106663333 Softswitch 4109990000 (wrong PSAP) 9-1-1 ? “I am not sure where I am” ALI 15

  16. Applying Lessons Learned from Wireless 16

  17. Applying Wireless Lessons Learned • Use wireless solutions more broadly • Route to 911 Communicator instead of Admin Line • Automatically pass location information • Enhance solutions to allow PSAP flexibility • Pass priority information • Pass additional information 17

  18. 9-1-1 Communicator ESQK MPC ALI CRDB E9-1-1 Network Operations Center Applying Wireless Lessons Learned Static VoIP 4109990000 4106663333 Complete Solution ESQK 9-1-1 Softswitch 4109990000 + ESQK PSAP Dispatch to 1600 Primrose Lane Note: No Admin Line 1600 Primrose Lane + 4106663333 18

  19. 9-1-1 Communicator ESQK MPC ALI CRDB E9-1-1 Network Operations Center Applying Wireless Lessons Learned Nomadic VoIP 4108880000 4106663333 Complete Solution ESQK Softswitch Note: Different PSAP 9-1-1 PSAP Dispatch to 1800 Charles St. Note: Accurate address 4108880000 + ESQK 1800 Charles Street + 4106663333 19

  20. 9-1-1 Communicator ESQK MPC ALI CRDB E9-1-1 Network Operations Center Applying Wireless Lessons Learned Mobile VoIP 2127770000 4106663333 Complete Solution ESQK 9-1-1 Softswitch Note: Different PSAP 9-1-1 Dispatch to Precise X/Y with Medical History PSAP Note: Precise address 2127770000 + ESQK Precise X/Y + 4107771111 Medical History 20

  21. Summary • VoIP is a revolutionary technology • E9-1-1 needs to be solved • E9-1-1 solutions have multiple benefits: • Avoids Administrative Lines • Automatically delivers location • Provides ability to deliver additional information • E9-1-1 Network Operations Centers can: • Support VoIP E9-1-1 • Support Call Centers needing location information • For specialized call routing • For concierge services (directions, points of interest) • For information services (weather, traffic) 21

  22. Questions Tim Lorello SVP, Chief Marketing Officer (410) 280-1275 lorellot@telecomsys.com 22

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