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					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

    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.



CalNENA 3/3/2010     CA 9-1-1 Office              2
              VoIP Caller Background
n   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)

n   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.
CalNENA 3/3/2010            CA 9-1-1 Office              3
       VoIP E9-1-1 FCC Information
nFCC      Order 05-116
    nFCC   E9-1-1 Requirements for VoIP Providers to provide
    callback (CBN) number and location information
    nBy Sept. 28, 2005 notification to and acknowledgement by
    100% of customers of VoIP 9-1-1 limitations
    nFixed   or Nomadic subscribers that register their address

nMobile       IP Requirements
    nUnder   development

nWeb       links
    nwww.fcc.gov/voip/     (new link)
    nwww.fcc.gov/cgb/consumerfacts/voip.html


CalNENA 3/3/2010                    CA 9-1-1 Office               4
        CA VoIP E9-1-1 Home Page
 www.ocio.ca.gov/PSCD/Services/911/VoIP




CalNENA 3/3/2010   CA 9-1-1 Office        5
                   VoIP - Acronyms
         VoIP Service Provider



         VoIP Positioning Center




         Emergency Services Gateway




         Emergency Service Query Key 
         (pANI)


         Voice Over Internet Protocol

CalNENA 3/3/2010              CA 9-1-1 Office   6
       CA VoIP E9-1-1 Stakeholders
                                                     County
                                                   Coordinators
                                                        +
                                                      CHP 
                                                   Coordinator
                                                       59




   400+            5               6+    2   393

CalNENA 3/3/2010       CA 9-1-1 Office                  7
                               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.
 9-1-1 Caller      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).                Call Taker
                            5.  VPC sends call to appropriate ESGW connected to the correct S/R.
       VSP            
                      6.  ESGW uses ESRN to determine which PSAP the caller should be   
(VoIP Service Provider)
                              delivered to.
        400+                7.  S/R uses ESN to route call to PSAP.                                         PSAP CPE
                            8.  PSAP equipment uses pANI to query back to VPC to obtain CBN and 
                                ALI for Call Taker.
                                                                                                     911 
                                                                                                   Trunks
                                                                ESGW 
                               Geocodes                     (Emergency Services 
  VPC                                                            Gateway)                  S/R
  (VoIP Positioning Center)
                                                                       or 6+ others                             Frame
                                                                                        ESQK (pANI)   
                                                                                        809-211-1234            Relay
       HBF, TCS                                                 Multi-Steering 
        Intrado               VoIP ANI/ALI                     with 10-digit ANI
         VIXXI,         
       T-Mobile                                                                          ALISA


       CalNENA 3/3/2010                                CA 9-1-1 Office                                            9
                   Routing with Shape files
  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.
          Los Angeles                              San Benito




CalNENA 3/3/2010             CA 9-1-1 Office                              9
        Statewide E9-1-1 Shape Files
                                     CA County Status 2-25-2010
                                     n 22 Complete
                                     n 4 In Progress
                                     n 7 Need Corrections
                                     n 25 Need to Develop




CalNENA 3/3/2010   CA 9-1-1 Office                            10
        CA VoIP E9-1-1 Shape File
        Recommendations Document
n    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
CalNENA 3/3/2010              CA 9-1-1 Office        11
         CA VoIP E9-1-1 Shape Files
n   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
n   Bridgette Lyons, GIS Subject Matter Expert
    –   County Coordinator for San Benito
    –   Peer to peer training
    –   Phone (831) 630-5194
    –   E-mail blyons@sbcsheriff.org


CalNENA 3/3/2010              CA 9-1-1 Office                     12
CalNENA 3/3/2010   CA 9-1-1 Office   13
                No TAP in ALI

n   No Temporary Address Posting
n   Would add “TAP” to the beginning of the
    customer name field.
n   Provides potentially wrong address information.
n   California opted out with the option for ATT 3G
    Micro Cell.
          VIXXI – PSAP On-line
          Subscriber Look-up tool
n   Only VPC to provide on-line access
n   Tested by Sacramento CC
n   Provides on-line subscriber information
n   No waiting for escalation information
n   Must enroll with Fondra Marshall
     – fondra@dashcs.com
     – (972) 819-0086
    CA E 9-1-1 Call Types at PSAPs




CalNENA 3/3/2010   CA 9-1-1 Office   16
    CA VoIP E9-1-1 PSAP Readiness
n   CPE
     – 10/20 Digit Capable
     – Ability to Re-Bid ALI from VPCs
          » Known as Multi-steering
n   ESN(s) Identified
     – Single-ESN PSAPs
     – Multi-ESN PSAPs (choosing 1 ESN with limitations)
     – Multi-ESN PSAPs (providing ESN level shape files)



CalNENA 3/3/2010              CA 9-1-1 Office              17
                              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
  Verify shape jurisdiction              in table
    w/VPC if necessary                                           PSAP OK                Send shape files
                                                                w/limitation               to VPCs
     VPCs obtain ESQK                                        w/manual transfers?


   LECs build shell records
                                                                                        Work w/VPCs to
                                                      NO                              finalize and validate
                                                                        YES
       VPC to Schedule
   1 week advance notice
   with County Coordinator

                                     Recommend keep 10
                                       -digit until ready         Which single ESN?
           DEPLOY



CalNENA 2/25/2009
 CalNENA 3/3/2010                       CA 9-1-1 Office                                           18 18
  CA VoIP E9-1-1 PSAP Deployments




373 PSAPs are deployed with               Goal = 392 Local Primary PSAPs
   at least one VPC (95%)              + 1 CHP Capitol Communication Center


CalNENA 3/3/2010              CA 9-1-1 Office                             19
  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



CalNENA 3/3/2010              CA 9-1-1 Office                           20
            CA VoIP E9-1-1
     Video Relay Service – FCC Info
n   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.
n   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
n   FCC 08-151, June 24, 2008
      – Call back number registration requirements
      – As of November 12, 2009 users must have a 10-digit number.

CalNENA 3/3/2010                   CA 9-1-1 Office                              21
         CA VoIP E9-1-1
Telecommunication Relay Service (TRS)
 n   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


 CalNENA 3/3/2010             CA 9-1-1 Office                         22
                    CA VoIP E9-1-1
                   Video Relay Service
n   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.
n   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.
n   http://www.apcointl.org/documents/PSAPVRSIPRelayOverview.pdf




CalNENA 3/3/2010                   CA 9-1-1 Office                                 23
                   CA VoIP E9-1-1
                   IP Relay Service
n   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).
n   Because IP Relay is text based (like traditional TRS) the process
    can be more time consuming and less spontaneous.
n   The connection via the internet, however, poses the same issues
    as it does with a VRS call.
n   http://www.apcointl.org/documents/PSAPVRSIPRelayOverview.pdf




CalNENA 3/3/2010             CA 9-1-1 Office                       24
                CA VoIP E9-1-1
             VRS/IP Relay Call Guide
n   Standard Operating Procedure Recommendations
n   Suggested questions for developing a VRS/IP Relay Call Guide
n   http://www.apcointl.org/documents/PSAPVRSIPRelaySOPrec
    ommendations.pdf
n   NENA 02-502, Version 3 (additional info)




CalNENA 3/3/2010          CA 9-1-1 Office                  25
 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

CalNENA 3/3/2010                 CA 9-1-1 Office                26
        CA Tested IP/VRS Providers
          For E911 Compliance

                                     Intrado
      CSD VRS




                                     VIXXI




CalNENA 3/3/2010   CA 9-1-1 Office             27
                   VRS ALI Example
n   Company shows in Customer Name Field
n   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


CalNENA 3/3/2010                   CA 9-1-1 Office                                      28
      Telematics E9-1-1 Deployment
n   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.
n   APCO Recommended Best Practices Telematics
    Call Processing
n   Processing about 1,000 calls a month
CalNENA 3/3/2010          CA 9-1-1 Office                   29
      CA Telematics E911 Deployments

n    Performed initial tests at West Covina PD and Yolo County
     Comm Feb 2009.
n    First to test and deploy in California




    CalNENA 3/3/2010         CA 9-1-1 Office                     30
CalNENA 3/3/2010   CA 9-1-1 Office   31
                 CA VoIP E9-1-1
              New Event Notifications

n   Emerging topic for NENA at TDC/ODC
n   Roadside Assistance
n   Use VPC routing
      – VPC’s keep updated shape file boundaries
n   Send emergency calls on E911
      – Not 10-digit PSTN
n   Information transferred to correct PSAP
      – Will develop intuitive ALI information


CalNENA 3/3/2010            CA 9-1-1 Office        32
            CA VoIP E9-1-1
       New FEMTO provider – Sprint

n   Plan to have user’s routed
    through VPC over the VoIP i2
    deployment and show up as a
    “VOIP” class of service.
n    Sprint plans to be the VSP,
    ESGW, and VPC where available.




CalNENA 3/3/2010      CA 9-1-1 Office   33
               CA VoIP E9-1-1
            CLEC provider – Comcast

n   Plan to use TCS as VPC
n   Users will have registered address and route
    over the VoIP i2 deployment and show up as
    a “VOIP” class of service.
n   Sending out informational brochure




CalNENA 3/3/2010       CA 9-1-1 Office             34
          CA VoIP E9-1-1
    New Mobile Application Provider
n   Tested with SafeKidZone in Los Angeles
     – Panic Button alert goes to call center
     – Agent escalates for emergency response
     – Populates web site with current information
n   Downloadable to specific smart phones
n   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




CalNENA 3/3/2010               CA 9-1-1 Office                35
                     CA VoIP E9-1-1
                   New Satellite Provider




n   Planning to integrate routing on x-y in native E911.
n   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

CalNENA 3/3/2010
                     CA VoIP E9-1-1
                   Educational Brochure
n   Available on-line to print
     – www.ocio.ca.gov/PSCD/911/pdf/VoIPBrochure.pdf
n   Hardcopies available
     – Contact your CA 911 Office consultant




CalNENA 3/3/2010          CA 9-1-1 Office              37
              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.



CalNENA 3/3/2010       CA 9-1-1 Office              38
             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.



CalNENA 3/3/2010        CA 9-1-1 Office                   39
    CA VoIP E9-1-1 Accomplishments
n   First Video Relay deployments
     - Developed standard VRS ALI
n   First Telematics deployments
     - Developed standard Telematics ALI
n   First Femto Cell deployments
     - T-Mobile as VPC and @Home service




CalNENA 3/3/2010      CA 9-1-1 Office      40
               CA VoIP E9-1-1 Goals
  n   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
  n   County Coordinators to obtain shape files for each
      ESN jurisdictional boundary in their county.
       – Validate landline ESNs
       – Use existing GIS resources
  n   Continue to standardize deployment requirements for
      emerging technologies so that there is minimal impact
      at the PSAPs.


CalNENA 3/3/2010           CA 9-1-1 Office                    41
             CA W E9-1-1 vs. CA V E9-1-1
       Topics                      Wireless E9-1-1                                VoIP E9-1-1
Planning              April 2002                                July 2005
1st Deployment        Feb. 2003                                 Feb. 2006
FCC Order             94-102                                    05-116 A1
PSAP Participation    Choice                                    No Choice
CA Rollout            7 Regions                                 ESNs (Single/Multiple)
Database Providers    2 (Intrado, TCS)                          5 (Intrado, TCS, HBF, VIXXI, T-MOB)
Service Providers     WSPs ~ 16                                 VSPs ~ 400

Default ESN           CHP                                       Landline DESN
                      Wireless-ALI standard                     VoIP-ALI standard + IP/VRS &
ALI Display
                                                                Telematics
pANI                  511                                       211
Statewide Volume      ~ 16 Million Calls                        ~ 120,000 Calls
Testing               WSP Sectors (120,000)                     By VPC/ESGW (10)
Network               Tandem/Tandem Trunking                    Traditional

Routing               Cell Sector (general maps)                Geocoded Address (Accurate maps)

Web Site              www.cio.ca.gov/PSCD/Services/911/we911    www.cio.ca.gov/PSCD/Services/911/voip

   CalNENA 3/3/2010                           CA 9-1-1 Office                                           42
                          CA E9-1-1 Network Call Types
                               Landline TN (ANI)
                                                       ILEC/CLEC                    RESD, BUSN, COIN, PAY$

                         Private Branch TN (ANI)                                             PBXb, CNTX                             ILEC 
                                                       ILEC/CLEC                                                                    9-1-1   
Location                                                                                   W911 & WPH2
Device                                                                                                                               S/R
                                          Wireless     MOBILE                                  VOIP
                     IP Link             511 (pANI)   SWITCHING
    Femtocell                    Tower                 CENTERS                               TLMA & WPH2

            VoIP
      Residential-                         VoIP                     HBF                                                               ENHANCED
        Nomadic                          211 (pANI)     VPCs                    ESGWs                                                 MF TRUNKS
                                                                    Intrado
                                                                                                         Class of
                          CLEC                          Voice                    Emer                    Service
     WiFi
                                        Emerging   Positioning      TCS         Service 
             Enterprise               Technologies  Centers                    Gateways
                                                                    VIXXI
                                       211 (pANI)
                                                                    T-Mobile
                                       Satellite         AKA
                                                      Dynamic ALI                 AKA
                                                                    Sprint
                                                       Providers                 CLECs

  Event Notifications                  Call Centers                                                                                PSAP
   Roadside Assistance                                                                           Telephone #s
                                                                                (P-ANI)             (ANI)
                                                                                                                                    ALI LINK
Mobile Applications
  Panic – SafeKidZone                                   OTHER                  DYNAMIC             ILEC’S            
                                 TRS, VRS, IPRS          DB                     ALI DB             ALI DB
                                  Telecommunication
      Telematics
                                    Relay Services
           OnStar,
                                 (Sorenson, CSDVRS,                                                                     www.cio.ca.gov/PSCD/Services/911
           Hughes,
                                       Purple...)
                                                       LOCATION  INFORMATION DATABASES
           ATX, …

             CalNENA 3/3/2010                                    CA 9-1-1 Office                                                               43
                     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


CalNENA 3/3/2010                  CA 9-1-1 Office             44

				
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