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KARI‟S LAW – GETTING MLTS PBX TO WORK
Mark J. Fletcher, ENP
Chief Architect
Worldwide Public Safety Solutions
April 7, 2014
2. © 2014 Avaya Inc. All rights reserved. 2
The National Emergency Number Association
estimates there are well over 270+ Million calls to 9-
1-1 each year in the United States
3. © 2014 Avaya Inc. All rights reserved. 3
The American Hotel & Lodging Association reported
that of 55.6% of the Franchise run Hotel/Motel MLTS
systems were NOT configured to support 9-1-1
4. © 2014 Avaya Inc. All rights reserved. 4
On December 1, 2013 Kari Rene Hunt Dunn died
when her daughter was unable to reach 9-1-1 from
the hotel room telephone
5. © 2014 Avaya Inc. All rights reserved. 5
9-1-1 Call handling can be significantly improved by
addressing THREE primary concerns in the MLTS:
9-1-1 and 9-911 Local Alerting Routing to 9-1-1
6. © 2014 Avaya Inc. All rights reserved. 6
December 1, 2013 – Kari Hunt Dunn died because of a single digit
Why did the calls fail?
You needed to dial 9-911 from the hotel room
But that‟s not what we teach our children
7. © 2014 Avaya Inc. All rights reserved. 7
Hank Hunt – The Father Behind „Kari‟s Law‟
The quote on Kari's grave marker will be, "She loved with
purpose”. In kind, this mandate should be implemented
with purpose.
"It's hard to describe the things that go through my head
when I think about that day. Did she suffer much? Did she
fight back? Did she know she was going to die, and if she
did, did she cry for me to help her?
Torturing questions I can't get out of my head.
But, the most bothersome thought is what my grand
daughter was hearing while she tried to dial 911. What
was this 9 year old thinking, hearing, all while trying to get
help and push her younger siblings to safety. We have
repeatedly told her that she did right, that she is the "hero"
of all this but while she smiles at that, her eyes go to the
floor as if she’s wondering if what we are telling her is
true.”
8. © 2014 Avaya Inc. All rights reserved. 8
It has been 127 days since Sunday
December 01, 2013
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It has been 87 days since
January 10, 2014 when I
walked into the FCC for a
meeting with
Commissioner Ajit Pai
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With just a little public awareness . . . .
CHANGE can happen
Total supporters as of this morning
April 7, 2014
445,555
11. © 2014 Avaya Inc. All rights reserved. 1111
Legislative Landscape
ONLY 18 States have a reference to MLTS/PBX
Laws vary greatly causing confusion
Chicago – 40,000 Sq.ft.
Massachusetts – 22,500 Sq. Ft.
Virginia – 7,000 Sq. Ft.
California – Fire Alarm Zone (pending)
Both Avaya and NENA Responded to FCC Notice of Inquiry stating:
“MLTS Location capabilities are feasible, and [the FCC] should begin a
proceeding to establish a timeframe for mandatory implementation.”
12. © 2014 Avaya Inc. All rights reserved. 1212
Commissioner Pai – Action from Day 1
“That is why, in my very first speech as an
FCC Commissioner, I said that „when
consumers dial 911, they need to reach
emergency personnel.‟
It shouldn‟t matter whether you are using
the traditional public switched telephone
network, a VoIP application, or a wireless
phone. Nor should it matter if you are
using a phone in a hotel . . . or another
large building.”
“The bottom line is this: When consumers dial 911, they expect and deserve to
reach first responders who can assist them during their time of need.”
13. © 2014 Avaya Inc. All rights reserved. 13
FCC MLTS Inquiry Results
For large franchised properties, in less than half (44.5%)
will a guest dialing 911 reach emergency services.
911
NO 911
14. © 2014 Avaya Inc. All rights reserved. 14
FCC MLTS Inquiry Results
For independently owned properties, in less than a third
(32%) will a guest dialing 911 reach emergency services.
911
No 911
15. © 2014 Avaya Inc. All rights reserved. 15
Commissioner Pai‟s message to the
hospitality industry:
“This is not acceptable”
“The technology to prevent these failures
already exists, and now is the time to use it.”
Commissioner Ajit Pai
911 Goes to Washington
Monday March 24, 2014
16. © 2014 Avaya Inc. All rights reserved. 16
The Anatomy of an E911 Call in the PBX
Understanding how it works
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Anatomy of an E9-1-1 Call
911 PSAP
gets Voice
and ANI
Calltaker
ANI/ALI
Screen Pop
PSAP
Queries for
ALI based
on ANI
User Dials
911 or 9-911
ARS
Matches
Calls
IP Subnet
Map
Examined
11 or
911
ELIN exists
Or
Use ELE
Assign
Caller ID
Enterprise
Location
Database
Call Sent to
TELCO
CLID -> ANI
911 PSAP
Selected
ANI
Matched to
MSAG
ANI / ALI
Database
18. © 2014 Avaya Inc. All rights reserved. 1818
K.I.S.S. - Keep it Simple Stupid
Enterprise
Location
Database
ANI / ALI
Database
Data from here . . . Needs to get here . . .
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How does the Enterprise Location Data get to the PSAP?
SIMPLE ANSWER . . .
IT CAN’T
20. © 2014 Avaya Inc. All rights reserved. 2020
Understanding what is supposed to happen
Enterprise
Location
Database
ANI / ALI
Database
Calltaker
ANI/ALI
Screen Pop
908-848-2602
CUBE
2C231
PHONE NUMBER QUERY
9-1-1 call with 908-848-2602 as CLID / ANI
21. © 2014 Avaya Inc. All rights reserved. 2121
Understanding what typically happens
Enterprise
Location
Database
ANI / ALI
Database
Calltaker
ANI/ALI
Screen Pop
908-848-2602
CUBE
2C231
PHONE NUMBER QUERY
9-1-1 call with 908-848-2000 as CLID / ANI
908-848-2000
MAIN
ADDRESS
22. © 2014 Avaya Inc. All rights reserved. 2222
What location data is being sent?
What level of reporting is needed at the PSAP?
– Response Address
– Building Entrance Identifier
Concentrate on getting the 9-1-1 Dispatcher the details they
need to get responders enroute to the scene
Station Level Granularity to the PSAP
is difficult to manage and costly
– Each phones requires a Number to have an ALI record
– Cost of TN + Cost of PS-ALI is prohibitive
– Applications to manage this are EXPENSIVE
– Provides only 20 - 30 characters of Additional Information
4TH FL SW SMITH BLDG
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20 - 30 Characters typically is not sufficient to convey specific
caller location information to the PSAP
4TH FL SW SMITH BLDG
4TH FL CUBE 2C231
This information, albeit detailed, means nothing to 1st responders who
have most likely never been in the building before. Local onsite awareness
is still required to direct responders on scene.
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Emergency Responders need USABLE LOCATION details
WHEN THEY ARRIVE AT THE CORRECT ADDRESS
?
?
?
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PBX E911 Functionality:
What‟s usually built-in
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Enterprise Location granularity INTERNALLY
MLTS environments, both LARGE and
SMALL can utilize built in information to aid
in local response:
– Designated 1st Response Teams
– Building Security and/or EMS
– Any other authorized group or individual
Data that can be provided includes
– Floor Plans and Maps
– HazMat Information
– Access to IP Video Feeds
EMERGENCY
27. © 2014 Avaya Inc. All rights reserved. 2727
Enhanced On Site Notification with ADDITIONAL DATA
Correlation of Information DevConnect Partner Applications
• Screen Pop Alerts to anywhere
• Detailed Floor Plans / Video
• Integrations with Smart Building Data
• Temperature
• Smoke
• Mobile applications for On Site responders
28. © 2014 Avaya Inc. All rights reserved. 2828
Basic System Requirements (Kari’s Law)
Direct access to 9-1-1
Eliminate the „Trunk Access Code‟ (TAC)
On Site Notification
Alerting to devices that an emergency call
has occurred
Termination of calls internally prohibited
unless a trained facility.
PD
29. © 2014 Avaya Inc. All rights reserved. 29
Summary for Today:
What we just talked about in 5 simple slides
30. © 2014 Avaya Inc. All rights reserved. 3030
Getting Additional Data to the 911 RESPONDER
In-Band
– Not supported today, Analog voice only architecture
– Not possible today, PSAP technology is limited to ANI/ALI
– Not feasible today, Too bandwidth intensive for data
PSTN
PD
31. © 2014 Avaya Inc. All rights reserved. 3131
Getting Additional Data to the 911 RESPONDER
When it’s Relevant
In-Band
– Not supported today, Analog voice only architecture
– Not possible today, PSAP technology is limited to ANI/ALI
– Not feasible today, Too bandwidth intensive for data
Simultaneous Local Notification
and Over The Top delivery of data
– Easily delivered On Site
– Easily delivered over Broadband
– Available TODAY
– Rich Multi-Media possible
PSTN
PD
Internet/ESInet
PSTN
PD
32. © 2014 Avaya Inc. All rights reserved. 32
2 STORY HOME
BEDROOMS ON SECOND FLOOR
FURNACE IN CRAWL SPACE
DETACHED GARAGE
GARAGE DOOR
OFFICE
DOORBASEMENT ENTRY
UNDER FRONT STAIRS
ROAD
DRIVEWAY
OFFICE AREA IN DETACHED GARAGE
RESIDENT WORKS FROM HOME
Normal Vehicles at residence:
1995 Blue Jeep Wrangler
2010 Taupe Chevy Equinox
REAR DOOR ENTRY
GROUND LEVEL DECK
DOOR
DOORDOOR
DOOR
33. © 2014 Avaya Inc. All rights reserved. 3333
3 Built-in Basic System Requirements
Direct access to 9-1-1
Eliminate the „Trunk Access Code‟ (TAC)
On Site Notification
Alerting to devices that an emergency call
has occurred
Termination of calls internally prohibited
unless a trained facility.
PD
34. © 2014 Avaya Inc. All rights reserved. 34
Because we are delivering detailed location information
via SIP with the call . . . .
ANI and ALI databases are NO LONGER REQUIRED
Nor is their management and monthly fees. The data
PSAPs want is:
•Floorplans
•Environmental Data
•Video Feeds
•HazMat Material Safety Data Sheets
•Personal Medical Information (if the user allows)
NG9-1-1 BEYOND TOMORROW:
Location URI/URL conveyed in the SIP header
What’s Missing from this NG9-1-1 Picture?
35. © 2014 Avaya Inc. All rights reserved. 3535
http://www.avaya.com/APN
http://www.avaya.com/Fletcher -or-
http://www.avaya.com/Fletch911
The Avaya Podcast Network
Hinweis der Redaktion Kari met her estranged husband in a Marshall, Texas hotel for visitation with their 3 childrenHer ex-husband brutally attacked and stabbed her 49 times in front of her childrenHer 9 year old daughter tried to call 911In fact, she tried to call 4 times, but the calls failedFinally, she rushed her 2 siblings to safetyKari Hunt Dunn died from her injuries before help could arriveWhy did the calls fail?You needed to dial 9-911 from the hotel roomBut that’s not what we teach our childrenThis is why Avaya in cooperation with Hank Hunt is promoting the No 9 Needed campaign, to raise awareness and fix this simple problem. In the United States today, 18 states have a reference MLTS / PBX legislation. The laws vary greatly, which causes great confusion. For example it’s 40,000 ft.² in Chicago, 22,500 ft.² in Massachusetts, 7000 ft.² in Virginia, while California is focusing on fire alarm zones in accordance with the NENA model legislation. If you do nothing, or send the main address on a 911 call, this is what an emergency responder sees when using that basic Street address information.The main question ask yourself, is where is the 911 caller? This exact situation was the primary reason why first responders were not able to locate the Gaithersburg Maryland office worker that died four years ago when public safety had responded across the street from where he was located, and he was found 10 hours later by a cleaning person. Inexpensive, yet highly functional software modules are available through the Avaya dev connect program, that provide verbose notification to 911 call events on your network. DAlthough basic crisis alert is included in the core feature set, only the username an extension number is provided on the telephone display.A more efficient on-site notification solution is the Sentry Beacon alert. In addition to providing a real-time screen pop to any number of workstations in the enterprise, all additional location detail is presented to local on-site first responders so that a response plan can be quickly established and put an action.Clients could be anywhere on the network that has conductivity to the Sentry server, including remote branch offices or VPN users. Functionality included are highly visible and audible alerts, parallel e-mail and SMS notifications, automatic printing and integration with other applications. The Conveyant SENTRY server also acts as an integration point with the Smart 911 network, providing rich location data to public safety. Because we are delivering detailed location information via SIP with the call . . . .ANI and ALI databases are NO LONGER REQUIRED when the originating endpoint or the PBX they are attached too is capable of sending contextual information and references to additional data like:FloorplansEnvironmental DataVideo FeedsHazMat Material Safety Data SheetsPersonal Medical Information (if the user allows)Whatever solution you buy today, must be ready to take on this new role in the future. Don’t buy legacy ‘fire sale’ technology