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OFFICE OF THE STATE CHIEF INFORMATION OFFICER Enterprise Services Office

VoIP E9-1-1 & Emerging Technologies. OFFICE OF THE STATE CHIEF INFORMATION OFFICER Enterprise Services Office Public Safety Communications Division . Donna Pena, ENP, PMP California 911 Office CalNENA – San Diego March 3, 2010. CA VoIP E9-1-1 Objective.

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OFFICE OF THE STATE CHIEF INFORMATION OFFICER Enterprise Services Office

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  1. VoIP E9-1-1 & Emerging Technologies OFFICE OF THE STATE CHIEF INFORMATION OFFICER Enterprise Services Office Public Safety Communications Division Donna Pena, ENP, PMPCalifornia 911 OfficeCalNENA – San Diego March 3, 2010

  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. • Now Majic Jack has 200,000 new users per month (2009) • 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 • Fixed or Nomadic subscribers that register their address • Mobile IP Requirements • Under development • Web links • www.fcc.gov/voip/ (new link) • www.fcc.gov/cgb/consumerfacts/voip.html CA 9-1-1 Office

  5. CA VoIP E9-1-1 Home Page www.ocio.ca.gov/PSCD/Services/911/VoIP CA 9-1-1 Office

  6. VoIP - Acronyms VSP VoIP Service Provider VPC VoIP Positioning Center ESGW Emergency Services Gateway ESQK Emergency Service Query Key (pANI) 916-211-XXXX 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+ 393 2 CA 9-1-1 Office

  8. PSAP CPE ALISA S/R VoIP E9-1-1 Call Path 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) 400+ 911 Trunks ESGW (Emergency Services Gateway) VPC (VoIP Positioning Center) Geocodes Frame Relay or 6+ others ESQK (pANI) 809-211-1234 HBF, TCS Intrado VIXXI, T-Mobile Multi-Steering with 10-digit ANI VoIP ANI/ALI CA 9-1-1 Office 9

  9. Routing with Shape files Los Angeles San Benito Electronic maps showing the individual boundaries for PSAPs and their ESNs are needed for accurate 911 call routing. Every County has a different picture depending on number of PSAPs and ESNs. CA 9-1-1 Office

  10. Statewide E9-1-1 Shape Files CA County Status 2-25-2010 • 22 Complete • 4 In Progress • 7 Need Corrections • 25 Need to Develop CA 9-1-1 Office

  11. CA VoIP E9-1-1 Shape File Recommendations Document • Background: County Coordinators have been asked by the State 9-1-1 Office to work with the Voice Positioning Centers (VPCs) to ensure accurate call routing of VoIP calls. VoIP calls are geocoded (translated from an address to a Lat/Long) and then routed using electronic maps known as shape files. These maps contain PSAP ESN jurisdiction information. Key to coordination has been for the County Coordinators to use any existing maps within the county to minimize work. http://www.cio.ca.gov/PSCD/911/pdf/CAVoIPE9-1-1ShapeFileRecommendations.pdf CA 9-1-1 Office

  12. CA VoIP E9-1-1 Shape Files • Planning to update attribute table to include • FCC ID, PSAP Name (receiving the call) • Jurisdiction Name (if there are contracted cities) • City (name or unincorporated) • Police, Fire, Medical, CHP • Landline ESN, Landline Default-ESN, Landline D-ESN Name • Bridgette Lyons, GIS Subject Matter Expert • County Coordinator for San Benito • Peer to peer training • Phone (831) 630-5194 • E-mail blyons@sbcsheriff.org CA 9-1-1 Office

  13. CA 9-1-1 Office

  14. No TAP in ALI • No Temporary Address Posting • Would add “TAP” to the beginning of the customer name field. • Provides potentially wrong address information. • California opted out with the option for ATT 3G Micro Cell.

  15. VIXXI – PSAP On-line Subscriber Look-up tool • Only VPC to provide on-line access • Tested by Sacramento CC • Provides on-line subscriber information • No waiting for escalation information • Must enroll with Fondra Marshall • fondra@dashcs.com • (972) 819-0086

  16. CA E 9-1-1 Call Types at PSAPs CA 9-1-1 Office

  17. 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

  18. 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 18 CalNENA 3/3/2010 CA 9-1-1 Office

  19. CA VoIP E9-1-1 PSAP Deployments 373 PSAPs are deployed with at least one VPC (95%) Goal = 392 Local Primary PSAPs + 1 CHP Capitol Communication Center CA 9-1-1 Office

  20. CA VoIP E9-1-1 PSAP Call Volume Chart data derived from CARSNet (VZN) and FRNIS (AT&T) information Annual values include telematics 6,804 calls in 2009 CA 9-1-1 Office

  21. CA VoIP E9-1-1 Video Relay Service – FCC Info • FCC 64.605(b)(2)(ii) December 2008 • 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. • FCC 08-275A1, December 19, 2008 • IP services requirements for E911 • TRS providers must institute procedures to verify the accuracy of registration information, including the consumer’s name and mailing address, before issuing the consumer a ten-digit telephone number • FCC 08-151, June 24, 2008 • Call back number registration requirements • As of November 12, 2009 users must have a 10-digit number. CA 9-1-1 Office

  22. 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

  23. 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

  24. 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

  25. 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 • NENA 02-502, Version 3 (additional info) CA 9-1-1 Office

  26. IP/VRS Providers – List from FCC American Network - IP Relay and VRS AT&T - IP Relay and VRS Communication Access Center for the Deaf and Hard of Hearing - IP Relay and VRS CSDVRS - VRS Hamilton Video - IP Relay Hawk Relay - IP Relay and VRS Healinc Telecom (Lifelinks) - VRS Purple (HOVRS and GoAmerica) - IP Relay and VRS Snap!VRS (acquired Viable) - VRS Sorenson - IP Relay and VRS Sprint - IP Relay and VRS CA 9-1-1 Office

  27. Intrado CSD VRS VIXXI CA Tested IP/VRS Providers For E911 Compliance CA 9-1-1 Office

  28. VRS ALI Example • Company shows in Customer Name Field • 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

  29. Telematics E9-1-1 Deployment • CA 911 Office sent memo to all PSAPs • MEMO 09-04 dated June 12, 2009 • Supersedes 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 • Processing about 1,000 calls a month CA 9-1-1 Office

  30. CA Telematics E911 Deployments • Performed initial tests at West Covina PD and Yolo County Comm Feb 2009. • First to test and deploy in California CA 9-1-1 Office

  31. CA 9-1-1 Office 31

  32. CA VoIP E9-1-1 New Event Notifications • Emerging topic for NENA at TDC/ODC • Roadside Assistance • Use VPC routing • VPC’s keep updated shape file boundaries • Send emergency calls on E911 • Not 10-digit PSTN • Information transferred to correct PSAP • Will develop intuitive ALI information CA 9-1-1 Office

  33. CA VoIP E9-1-1 New FEMTO provider – Sprint • Plan to have user’s routed through VPC over the VoIP i2 deployment and show up as a “VOIP” class of service. • Sprint plans to be the VSP, ESGW, and VPC where available. CA 9-1-1 Office

  34. CA VoIP E9-1-1 CLEC provider – Comcast • Plan to use TCS as VPC • Users will have registered address and route over the VoIP i2 deployment and show up as a “VOIP” class of service. • Sending out informational brochure CA 9-1-1 Office

  35. CA VoIP E9-1-1 New Mobile Application Provider • Tested with SafeKidZone in Los Angeles • Panic Button alert goes to call center • Agent escalates for emergency response • Populates web site with current information • Downloadable to specific smart phones • Will route to PSAP on x-y via VPC • E911 ALI data will provide lat/lon • Name of Company and Incident ID • PSAP has access to web information with map location CA 9-1-1 Office

  36. CA VoIP E9-1-1 New Satellite Provider • Planning to integrate routing on x-y in native E911. • World's first quad-band GSM and tri-band WCDMA/HSPA smartphone with integrated all-IP satellite-terrestrial voice and data capabilities –TerreStar Genus™. http://www.terrestar.com/inc/pdf/TerreStarCorporateOverview.pdf

  37. CA VoIP E9-1-1 Educational Brochure • Available on-line to print • www.ocio.ca.gov/PSCD/911/pdf/VoIPBrochure.pdf • Hardcopies available • Contact your CA 911 Office consultant CA 9-1-1 Office

  38. 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

  39. 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

  40. CA VoIP E9-1-1 Accomplishments • First Video Relay deployments • - Developed standard VRS ALI • First Telematics deployments • - Developed standard Telematics ALI • First Femto Cell deployments • - T-Mobile as VPC and @Home service CA 9-1-1 Office

  41. CA VoIP E9-1-1 Goals • Have all primary and secondary PSAPs with new CPE accepting 10-digit Multi/Steering and have Format 04 to obtain the complete ALI from VPCs. • Only 7 primary PSAPs left for 2010 • Planning for 5 new primary PSAPs • County Coordinators to obtain shape files for each ESN jurisdictional boundary in their county. • Validate landline ESNs • Use existing GIS resources • Continue to standardize deployment requirements for emerging technologies so that there is minimal impact at the PSAPs. CA 9-1-1 Office

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

  43. ILEC/CLEC ILEC/CLEC IP Link Femtocell Location Device Tower VoIP Residential- Nomadic CLEC Enterprise WiFi Telematics OnStar, Hughes, ATX, … PSAP Event Notifications Roadside Assistance Mobile Applications Panic – SafeKidZone OTHER DB ILEC’S ALI DB DYNAMIC ALI DB CA E9-1-1 Network Call Types Landline TN (ANI) RESD, BUSN, COIN, PAY$ PBXb, CNTX ILEC 9-1-1 S/R Private Branch TN (ANI) W911 & WPH2 MOBILE SWITCHING CENTERS Wireless 511 (pANI) VOIP TLMA & WPH2 VoIP 211 (pANI) ENHANCED MF TRUNKS HBF VPCs Voice Positioning Centers ESGWs Emer Service Gateways Class of Service Intrado Emerging Technologies 211 (pANI) TCS VIXXI T-Mobile Satellite AKA Dynamic ALI Providers AKA CLECs Sprint Call Centers Telephone #s (ANI) (P-ANI) ALI LINK TRS, VRS, IPRS Telecommunication Relay Services (Sorenson, CSDVRS, Purple...) LOCATION INFORMATION DATABASES www.cio.ca.gov/PSCD/Services/911 CA 9-1-1 Office

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

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