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2-1-1 Training Telecommunications and Technology

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					2-1-1 Training: Telecommunications
          and Technology


                 Marianne Galleon
                 INFO LINE of Los Angeles
                 July 30, 2004
Goals:
   Understand how 2-1-1 system design affects
    telecommunications and technology
   Learn about telecom and technology
    –   Getting the 2-1-1 call to the Center
    –   Handling 2-1-1 calls once at the Center
    –   Managing technology options within the Center
    –   How to plan for the unexpected



             Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Introductions

 Name, location, and role or position
 Status of 2-1-1 in your community
 Telecom-Technology Continuum
       Newby                        Dangerous                                      Smarty


   Expectations:                                      One thing you’d like
                                                       to learn?

         Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Service Models

Centralized Administration with
                                                                                                Service
Single Call Center                                                                               Delivery

Centralized Administration with                                                                 Resource
                                                                                                 Database
Multiple Centers
                                                                                                24-hour
Decentralized Administration                                                                     Access
with Multiple Centers
        Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Model Considerations

   Short-term and long-term costs
   Timeline
   Billings
   Coordination and collaboration
   Service delivery
   Scalability for emerging technologies and future
    opportunities

           Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Philosophical Issues

 Old numbers
 “Live answer”
 Anonymity vs. Confidentiality
 Privacy
 Target populations
 Data sharing


        Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Alphabet Soup

   POTS               Plain old telephone service
   ILEC               Incumbent local exchange carrier
   CLEC               Competitive local exchange carrier
   ACD                Automatic call distributor
   PUC                Public utility commission
   PBX                Private branch exchange
   8YY                800-number
   AIN                Advanced intelligence networking
   VoIP               Voice over Internet Protocol
   IVR                Interactive Voice Response
           Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
    Central Office Translation
                   Host Central Office

                                                                                                       2-1-1 Center

2-1-1 Caller    Switch*         Translation
(over local)                    2-1-1 = local #




                                                                                                     PBX
                                  Translation
                                  2-1-1 = 8YY #
                 Switch*


 2-1-1 Caller
 (over 8YY)




                Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Types of Translation

Switch-based                                                                AIN Service
   “hard-wired” at a switch,                                                     Through network based
    often for multiple                                                             on “if, then” statements
    exchanges                                                                     NPA-NXX specific
   Less complex                                                                  Requires table
                                                                                   maintenance with new
   Little ongoing maintenance                                                     numbers
   History of service (911 and                                                   Sometimes more costly
    other N11s)                                                                   Not always available


            Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Who to Contact

   ILECs
   CLECs
   Payphone industry
   Wireless/Cellular
   PBX and other phone system administrators
   VoIP companies
   Cable companies

          Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Phantom Calls

   A phantom is a call that arrives at the Center
    but has no “real person” making the call.
   Switching equipment misinterprets “2-1-1
    pulses”
   Experienced as rings only, “clicks,” silent call,
    busy signal, static



           Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Phantom Effects

   Staff burnout
   ACD and line overload
   “Solutions” to manage phantoms create other
    issues,
    –   IVR or auto attendant may eliminate calls from rotary
        phones or TTY’s
    –   May require more sophisticated ACD, additional
        lines, ports, telephones, longer hold times, etc.


             Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Phantom Calls Stats
                                                                           Callers Served                                             HELPLINE 2-1-1
                IRN HELPLINE 2-1-1 Callers Served to Activity in ACD
                                                                           Calls in ACD                                           Abandoned Calls - Group 6
 20,000
                                                                                                           70%                                                                       61%
                                                                                                           60%                                                               51%
 15,000
                                                                                                           50%
                                                                                                           40%                                                        35%
 10,000
                                                                                                           30%
  5,000                                                                                                    20%      8%                   10%     9%            9%
                                                                                                           10%             3%     3%                    0%
     0                                                                                                     0%
          11/19-12/18    12/19-1/18     1/19-2/18      2/19-3/18        3/19-4/14                                May '03 June July '03Aug '03 Sept Oct '03 Nov '03Dec '03 Jan '04 Feb '04
                                                                                                                          '03                  '03




                                                                                 HELPLINE 2-1-1
                                                                         Groups 1,2,3,4 Abandoned Calls


                                                                                13%
                                      15%               11%
                                                                                                   8%              8%                      8%
                                      10%

                                      5%

                                      0%
                                             11/19 - 12/18             12/19 - 1/18         1/19 - 2/18   2/19 - 3/18            3/19 - 4/14



                               Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Routing Issues

   Digits in 7-digit number misrouted (i.e. 626-352-11XX, or
    909-376-211X), allowing the 2-1-1 Center to hear the one
    or both parties on the intended call.
   8YY routes based on “charge number” in place of the
    ANI of the originating caller.
   Calls automatically ringing to individual's homes.
   Calls automatically ring into 2-1-1 Center when the
    residential customer picks up the phone.
   “Looping" pattern (e.g., a fax line on repeat dialing)

            Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Payphone Issues

   “Dumb” or “smart” pay telephones

   Service or refund number requests

   Mandates about locations and accessibility

   Carrier charges and reputation of 8YY carrier

           Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
 CPUC on Payphone Issue
Quotes taken directly from CPUC ruling:

‘Consistent with FCC rules and the public interest, payphone operators
in those territories receiving 2-1-1 service must discontinue any
incompatible use of 2-1-1 dialing and must route calls to I&R providers.
We urge all payphone operators to recognize that 211 calls are, in
many cases, an alternative to 911 calls, and we urge them to refrain
from charging callers dialing 211. ‘
‘The decision permits I&R providers to secure 2-1-1 call origination
service from incumbent carriers using the architecture of their choice.
I&R providers, on the other hand, must secure an 8YY number and
800 service for call routing by payphone operators or competitive local
exchange carriers who prefer to use this network architecture to
provide 2-1-1 call origination services. ‘

             Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
    CPUC Payphone Timelines
    Quotes taken directly from CPUC ruling:
   ‘Furthermore, we will set a deadline for each payphone provider to
    discontinue nonconforming uses of the 2-1-1 number from payphones in
    those affected geographic areas when 2-1-1 service will be offered.’
   ‘Deadline Event 1 plus 120 days: Payphone Telephones initiate process
    to relinquish use of 2-1-1 service for access to refund and repair service.’
   ‘Absent the implementation of 2-1-1 calling in a specific area, it is not
    necessary to require payphone providers to discontinue use of this
    number.’
   ‘The providers of payphone services in an area in which 2-1-1 service will
    be offered shall end all non-conforming uses of 2-1-1 service within six
    months of their filing. Payphone service providers may route and bill the
    2-1-1 calls as 8YY calls using the number secured by the I&R provider.’

                 Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Wireless Issues

   No FCC Mandate
   Many contracts require Statewide 8YY
   Caller pays for minutes
   Public education requirements
   Switch based vs. Tower routing
   Crossing state Borders
   Number Portability
   Geographic or phone number based

            Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Switched Cellular

 Cell phone companies have one or more ‘switches’ in a state.
These switches cover a large geographic area where the cell
towers in that area are hard wired to a switch. The switch re-
routes the calls to long distance locations, local calling area or to
other cell locations.
If 2-1-1 is decentralized, not statewide, the geographic area
covered by the switch is most likely different than the geographic
area served by the call center. The calls coming to the 2-1-1
center may be from other areas that another 2-1-1 covers.
Usually, switches stay within state boundaries, but this is
problematic in boarder areas.


           Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
  Wireless Switched Service

                                                                                                           Cell Company ‘A’
                                                                                                              Switch that
                                                                                                              services all
2-1-1 call to                                                                                               of its towers in
                     Cell tower for Company ‘A’                                                              a geographic
 cell phone        is pre-programmed to send all                                                                 region
Company ‘A’        calls to cell company ‘A’ switch                                                         in 15 counties.


                                                                                                         Switch programs all
2-1-1 Center                                                                                             calls to 2-1-1
receives call                                                                                            to go to 2-1-1
 from company                                                                                            center. The switch
‘A’ switch with-                                                                                         will send all calls
in geographic                                                                                            from all towers.
area.                                                                                                    2-1-1 center will
                                                                                                         have to pay for
                    Telephone land lines: Switch sends the call
                                                                                                         programming the
                    to either a seven digit number or a 10
                                                                                                         switch to send all 2-
                    digit number where they do not pay the toll
                                                                                                         1-1 calls.

                    Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Tower or Digital Cellular

Cell phone companies are willing to program each tower
in a designated geographic area to ‘point to’ a seven digit
local number or an 8YY number. For 2-1-1 centers that
are not statewide, this is a different solution. However, it
is very costly. There are many cell towers in communities,
and each cell phone company would have to program
their own towers. With a medium greater metropolitan
area with four cell companies, there could be 100 towers
with 4 cellular companies @ $180 (costs range from $50 -
$180 per tower) or approximately $72,000.

         Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Wireless Tower Service

          Tower 1
         Company A
                                                                                           2-1-1 Call
                                                                                            Center A
          Tower 2                                 Tower 1 and tower 2 are
         Company A                                programmed to send all
                                                       2-1-1 calls to
                                                      2-1-1 Center ‘A’


          Tower 3
         Company A                                                                         2-1-1 Call
                                                                                            Center B

          Tower 4                                 Tower 3 and tower 4 are
         Company A                                programmed to send all
                                                       2-1-1 calls to
                                                      2-1-1 Center ‘B’


      Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
CPUC on Wireless

Quotes taken from CPUC Ruling:
  ‘Unlike the payphone situation, there is no FCC mandate
  for eliminating this use of 2-1-1 by wireless carriers at this
  time, and the Scoping Memo limited the scope of this
  proceeding to wireline carriers.’
  The Workshop Report recommends that the Commission
  “proceed toward implementation of 2-1-1 by wireline
  carriers for I&R purposes, to conform with the federal
  mandate that 2-1-1 is reserved for I&R service provision.”


           Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Other uses of 2-1-1

   Payphone refunds or service
   Airport courtesy phones
   Internal 3-digit extensions in businesses
   Service technicians
   Cell customers checking number of minutes left on pre-
    paid plans
   Other commercial uses?


            Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Call Center Technology

   Assessment of current and future utilization and
    capacity
    –   Lines (voice, fax, TTY, data)
    –   Phones, headsets
    –   Computers, server, network
    –   I&R software, TTY software, voice mail
    –   ACD and IVR
    –   Reporting Capabilities


             Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
System Building

   Service delivery options (sharing client
    data and resource data)
   24/7 service and economies of scale
   “Specialists”
   Disaster response


          Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Useful Websites

   www.211.org
   www.cpuc.ca.gov
   www.nanpa.com
   www.fcc.gov
   www.telcodata.us
   tsp.ncs.gov
   www.utexas.edu/research/tipi/reports_f.htm
   www.capayphoneassn.org
   www.dgs.ca.gov/default.htm
           Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles
Questions?

Marianne Galleon
2-1-1 Technical Director
INFO LINE of Los Angeles


E-Mail:         Marianne@infoline-la.org
Voice:          (626) 350-2842 ext 2122


          Southern California 2-1-1 Technology Training provided by INFO LINE of Los Angeles

				
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