application notes for xtend communications corp. pc/psap ......application notes for xtend...

Avaya Solution & Interoperability Test Lab

Application Notes for XTEND Communications Corp. pc/psap with Avaya IP Office in a Municipality/Town Scenario - Issue 1.0

Abstract These Application Notes describe the configuration steps required for the XTEND Communications Corp. pc/psap to successfully interoperate with the Avaya IP Office for use in a municipality and/or town scenario. This solution is intended for use with only analog E-911 trunks not general analog or PRI trunks. XTEND Communications Corp. pc/psap is a PC and LAN based system, which has the capabilities to extract ANI information from calls arriving from E-911 trunks and retrieve the call’s corresponding ALI (Automatic Location Information) information. Features and functionality were validated and performance testing was conducted in order to verify operation under load. Information in these Application Notes has been obtained through interoperability compliance testing and additional technical discussions. Testing was conducted via the DeveloperConnection Program at the Avaya Solution and Interoperability Test Lab.

SCR; Reviewed: WCH 11/24/2004

Solution & Interoperability Test Lab Application Notes ©2004 Avaya Inc. All Rights Reserved.

1 of 22 ipo-xtendpsap.doc




1. Introduction These Application Notes describe the compliance-tested configuration utilizing Avaya IP Office 2.1 and XTEND Communications Corp. pc/psap 4.1 for use in a municipality and/or town PSAP (Public Safety Answering Position). This solution is intended for use with only analog E-911 trunks not general analog or PRI trunks. A PSAP is a physical location where 911 emergency telephone calls are received and then routed to the proper emergency services by the security agent or “911 operator” at the PSAP. XTEND Communications Corp. pc/psap 4.1 is a PC and LAN based system that, together with Avaya IP Office, enables municipalities and/or towns to set up a public PSAP. The pc/psap hardware and software:

• Bridges E-911 trunks to Analog Loop Start Trunks on the Avaya IP Office. Each trunk on the IP Office is set up to belong to its own hunt group with group ringing enabled for all PSAP operator extensions.

• Extracts ANI from incoming 911 calls and retrieves the corresponding ALI record via modem1 from the Public Safety Database or a locally kept database.

• Displays the ALI information at the answering PSAP operator’s pc/psap client. The information is simultaneously passed to other vendor CAD systems, if configured, for location mapping, and is logged.

• Records the 911 call using the multimedia capabilities, if configured, on the PC of the PSAP operator answering the call.

The pc/psap client software interoperates with the IP Office via TAPI single-party / single-user call control. The XTEND XID box is used to bridge E-911 trunks to Analog Loop Start Trunk ports on the IP Office and/or its corresponding IP400 Analog Trunk Expansion Module. The 911 Tandem sends ANI information for 911 calls via MF tones through the E-911 trunks. A serial connection between the XID box and the pc/psap server is used to relay the ANI information. For voice recording, a tap is set up between the PSAP operator’s 6400-series telephone and the sound card on the PSAP operator’s PC. When a caller places an emergency 911 call, the central office routes the call to the 911 Tandem, which routes the call to the nearest PSAP, located in a town and/or municipality. The incoming 911 call terminates at the XID box in the PSAP. The XID box bridges the call to the IP Office and forwards the caller’s ANI information to the pc/psap server. While the incoming 911 call rings at all the PSAP operator extensions, the pc/psap server retrieves the caller’s ALI information. Upon retrieval of the ALI information, the pc/psap server displays the ALI information on the answering PSAP operator’s pc/psap client. While handling the call, the PSAP operator opens an incident report screen, logs the disposition of the call, and may also perform a supervised transfer or a conference call between the caller and the needed emergency dispatch service (e.g., Police Department, Fire Department, EMS, etc.). The pc/psap client software can be configured to automatically record the call when the PSAP operator answers it from the pc/psap client.

1 The modem, Public Safety Database and their links to the pc/psap are not depicted in Figure 1 because a locally kept database was used for compliance testing.

The tested configuration is shown in Figure 1. All Emergency 911 calls received by the PSAP depicted below would come from the 911 Tandem only. The PRI trunk depicted below would be used for general inbound and outbound calls, i.e., personal and/or non-emergency calls.




Figure 1: XTEND pc/psap and Avaya IP Office Configuration

(Municipality / Town solution)

XTEND XID Box

Avaya IP406 (192.45.70.31)

Analog LStrunk(s)

Ethernet

XTENDPC/PSAP

Server & Client 1 “a”

XTENDPC/PSAPClient 2

“xn”

E911 Analog Trunks(simulated)

MF Tones used topass caller’s ANI

192.45.70.0

.45

Avaya IP Office ManagerAvaya IP Office License Mgr

(192.45.70.40)

.32

Avaya IP400 Analog Trunk

Avaya IP400Digital Station

x2500(Cindy Zorn)

RS232 Link

x2499(Operator)

PSAP

Avaya 6408D+ Telephones

Call Generator

XTENDPC/PSAPClient 3

“b”

.42

“w2k3s1”“Rebel”

x2501(Rick Sample)

“Toyota”

“Ninja”

Single user TAPI linkSingle user TAPI link

Single user TAPI link

PSTN PRI trunk

911 Tandem(simulated)




.1. Compliance Test Notes / Observations rators: XTEND pc/psap client SAP operators. XTEND

. • PSAP

. nally,

• erator answers incoming calls from the station rather than the pc/psap client, the

• ll is answered from the pc/psap client. If the call is

r

• tor he PSAP operator

• ver, it was

1• Avaya IP Telephones not supported for PSAP ope

software does not support Avaya IP Telephones for Precommends setting up PSAP operator extensions with 6400-series Avaya TelephonesAbandoned Call Handling: E-911 trunks are designed to continue to ring at a even if the caller dropped the call. When the PSAP operator answers the “Abandoned” call, the PSAP operator logs the call as “Abandoned”. All calls received by PSAP operators are logged in a Premise History / Call Back form visible to all PSAP operatorsThis enables PSAP operators to conduct callbacks for “Abandoned” calls. Additiothe PSAP software includes reports, which can be used to generate “Abandoned Call” reports. Answering calls from telephone is not properly reflected in pc/psap client: If the PSAP opPSAP operator may not see complete/correct line appearance information displayed onthe pc/psap client. XTEND recommends PSAP operators always perform all emergency call handling from the pc/psap client. Automatic Call Recording not triggered if calls answered from telephone: Voice recording will not trigger unless the caanswered from the telephone, call recording will begin ONLY when the PSAP operatoclicks on the line appearance on the pc/psap client. XTEND recommends PSAP operators always use the pc/psap client for all PSAP call handling. pc/psap client required for conference calls: While on a call, if the PSAP operainitiates a conference from the telephone, it will not complete until tclicks the “Join Conference” popup that appears on the pc/psap client desktop. E-911 Trunk Transfers not verified: All outbound call transfers and conference callswere performed using PRI and analog trunks connected to the IP Office. Howenot feasible to simulate E-911 trunk transfers and/or conference calls through the XID box. Please contact XTEND for detailed information relating to this topic.




2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided:

Equipment Software Avaya IP 406 Office System 2.1(15) Avaya IP 400 Phone 30 Expansion Module 4.1(15) Avaya IP 400 Digital Station 16 Expansion Module 4.1(15) Avaya IP 400 Analog Trunk 16 Expansion Module 4.1(15) Avaya IP Office Manager software 4.1(15) Avaya 6408D+, 6416D+M Telephones - XTEND Communications Corp. pc/psap 4.1 Generic PC for Avaya IP Office Manager Windows 2000 Professional

Service Pack 4 PC for XTEND pc/psap server Windows 2003 Server

Service Pack 4 Generic PCs for XTEND pc/psap clients Windows 2000 Professional

Service Pack 4

3. Configure Avaya IP Office This section addresses provisioning of the IP Office as it relates to integration of the pc/psap. For all other provisioning information, such as provisioning of the trunks for regular inbound and outbound dialing, call coverage, extensions, etc., please refer to the IP Office documentation.

Step Description Verify IP Office permits trunk to trunk transfers 1. Log into the IP Office Manager PC and go to Start → Programs → IP Office →

Manager to launch the Manager application. Log into the Manager application using the appropriate credentials.

2. In the Manager window that appears, select File → Open to search for the IP Office system in the network.

3. Log into the IP Office system using the appropriate login credentials to receive its configuration.




Step Description 4. In the Manager window, go to the Configuration Tree and double-click System. In the

System Configuration window that appears, select the Telephony tab and verify Inhibit Off-Switch Calls is unchecked and click OK.

NOTE: The configuration for Trunk-to-Trunk transfers provided in these Application Notes will permit PSAP operators to transfer emergency 911 calls to the Police and/or EMS using the PRI and/or analog trunks on the IP Office switch. Performing Trunk-to-Trunk transfers using E-911 trunks exclusively is beyond the scope of these Application Notes.

Configure PSAP Operator User Accounts 5. In the Manager window, go to the Configuration Tree and double-click User to open the

list of user accounts on the IP Office. 6. Select a User account from the list that will be assigned to a PSAP operator and double-

click it.




Step Description 7. In the User tab of the User window that appears, set Name to the name to be used to

identify the PSAP operator, e.g. Operator, and set Extension to the extension number to be assigned to the user, e.g. 2499.

8. In the Voicemail tab of the User window, uncheck Voicemail On.

NOTE: By design, PSAP Operator extensions have voicemail disabled because 911 calls should never go to coverage.




Step Description 9. In the ButtonProgramming tab of the User window, set Action to Appearance, Telephone

Number to d= for Button 4, and, if the PSAP operator will use a head set, set Action to HeadsetToggle and click OK.

10. Repeat steps 6 – 9 for each operator working at the PSAP. For the purposes of these

Application Notes, three operator accounts were set up for extensions 2499 - 2501. Configure Hunt Group 11. In the Manager window, go to the Configuration Tree and double-click Hunt Group to

open the list of hunt groups on the IP Office. 12. Right click in the hunt group window and select New.




Step Description 13. In the Hunt Group window that appears, add the PSAP Operator extensions to the

Extension List pane, set Name to XID1, Extension to 601 (or the extension number desired for the hunt group), Hunt Type to Group, and uncheck Call Waiting On.




Step Description 14. In the Voicemail tab of the Hunt Group window, uncheck Voicemail On and click OK.

15. Repeat Steps 12 – 14 for each XID hunt group required. For the purposes of these

Application Notes, a four-line XID box was used which required four hunt groups, XID1 – XID4. NOTE: XTEND pc/psap software requires each line from the XID box to be assigned its own hunt group.

Select Inbound Call Route 16. In the Manager window, go to the Configuration Tree and double-click Incoming Call

Route to open the list of incoming call routes on the IP Office. 17. Right click in the Incoming Call Route window and select New.




Step Description 18. In the Incoming Call Route window that appears, set the Line Group ID to 5 (or the desired

number), set Destination to XID1 and click OK.

19. Repeat Steps 17 – 18 for each incoming call route required. For the purposes of these

Application Notes, a four-line XID box was used which required four incoming call routes, 5 – 8. NOTE: XTEND pc/psap requires each line from the XID box to be assigned its own incoming call route.

Configure Emergency Trunks 20. In the Manager window, go to the Configuration Tree and double-click Line to open the

list of lines (trunks) available on the IP Office. 21. Double-click the Line connected to XTEND XID box line 1, e.g. 305.




Step Description 22. In the Line tab of the ANALOG TRUNK window that appears, set Incoming Group ID to

the first incoming call route created in Steps 17 – 18, e.g., 5, set Outgoing Group ID to the same number.

23. In the Analog tab of the ANALOG TRUNK window, set Trunk Type to Loop Start, check

Allow Forwarding, and click OK.




Step Description 24. Repeat Steps 21 – 23 for each line (trunk) connected to the XID box. For the purposes of

these Application Notes, four lines were connected to the 4-line XID box, 305 – 308 which were assigned incoming call routes 5 – 8 respectively.

4. Configure XTEND pc/psap Components This section addresses provisioning of the pc/psap as it relates to the Avaya IP Office. For all other provisioning information, such as installation of XTEND pc/psap components including MS SQL Database, configuring and/or customizing pc/psap server and/or components for use, please refer to the XTEND Communications Corp. product documentation and/or contact XTEND Communications Corp. technical support.

4.1. XTEND XID BOX No configuration is required. All that should be done regarding the XTEND XID box is to physically connect it to the 911 Trunk lines from the 911 Tandem as well as the Loop Start Trunk ports on the Avaya IP Office. For the purposes of these Application Notes, a 4-line XID box was used, that is, it bridges four E-911 trunks on the 911-trunk side to four Loop Start trunks on the Avaya IP Office side.

4.2. XTEND pc/psap server No configuration relating to Avaya IP Office is required. The XTEND Communications Corp. field engineer performs all required installation, configuration and/or customization.

4.3. XTEND pc/psap client(s) Steps described in this section must be performed on each pc/psap client setup in the PSAP.

4.3.1. Install and Configure Avaya IP Office TAPI Driver Please refer to the Avaya IP Office CTI Link Installation Manual [2] for additional information.

Step Description Install IP Office TAPI Driver 1. Insert the Avaya IP Office User 2.1 CD into one of the pc/psap client PCs, browse to the

CD-ROM and run Setup.exe. 2. In the InstallShield Wizard window that appears, click Next.




Step Description 3. In the Select Networked Telephone System window that appears, select the entry with the

IP Office’s IP Address, e.g., 192.45.70.191 and click Next.

4. In the Select a User Name window that appears, set User Name to one of the PSAP

operator names defined in Section 3, e.g., Operator and click Next. 5. In the InstallShield Wizard – Choose Destination Location window that appears, click

Next. 6. In the InstallShield Wizard – Select Components window that appears, check TAPI,

uncheck all other components, and click Next. 7. In the InstallShield Wizard – Select Program Folder window that appears, click Next. 8. In the TAPI Driver Installer window that appears, click OK. 9. Reboot the pc/psap client PC. This completes installation of the Avaya IP Office TAPI

Driver. Configure IP Office TAPI Driver for ‘Single User Call Control’ 10. Log into the pc/psap client PC using administrative privileges. 11. Go to Start → Settings → Control Panel and double-click Phone and Modem Options. 12. In the Phone and Modem Options window that appears, click Advanced tab. 13. In the Advanced tab of the Phone and Modem Options window, select Avaya IP Office

TAPI2 Service Provider and click Configure… 14. In the Avaya TAPI2 configuration window that appears, set Switch IP Address to the IP

Address of the Avaya IP Office, e.g., 192.45.70.191, select the Single User radio button, set User Name to the PSAP Operator name entered in Step 4, e.g., Operator, and click OK.

15. Reboot the pc/psap client PC. This completes configuration of the Avaya IP Office TAPI Driver.

4.3.2. Configure XTEND pc/psap Client No configuration relating to Avaya IP Office is required. The XTEND Communications Corp. field engineer performs all required installation, configuration and/or customization.

4.4. Sample XTEND pc/psap Software Screens

4.4.1. Sample pc/psap Server Screen(s)

Step Description 1. The XNXID.exe process runs on the pc/psap server. It can be used by the PSAP

Administrator to monitor incoming call traffic from the XTEND XID box and determine which Avaya IP Office PSAP Operator extension is handling the call.




4.4.2. Sample pc/psap Client Screen(s)

Step Description 1. Initial Login Screen

The pc/psap client resides in each PSAP operator PC. When the pc/psap client is launched, the PSAP operator is prompted for a login and password. The XTEND PSAP administrator will create and maintain a list of logins for the pc/psap client software. Following pc/psap login authentication, the pc/psap client appears as shown below on the PSAP operator’s desktop.







Step Description 2. Answered Call Screen

When the PSAP operator answers an incoming call (by clicking the Answer button), the incoming caller’s ANI and ALI information appears in the top left pane of the pc/psap client window. The Line Appearance button changes color.

3. Incident / Call Disposition Form

During the course of handling an emergency call, the PSAP operator will click the Incident button to report the disposition of the call.




Step Description 4. Abandoned Call Logging

When a caller places a 911 call and then hangs up, the call is still routed to the PSAP. When the PSAP operator answers the call, the caller’s ANI and ALI information appears

ut the PSAP operator hears a reorder tone because the caller dropped the call. The PSAP boperator logs the call as abandoned by clicking the Incident form and choosing Abandoned Call in the Action pull-down menu. NOTE: There are specific guidelines regarding Abandoned Call handling, please contact XTEND for more information.




Step Description 5. Premise History Table

Calls handled by the PSAP operator appear in the Premises History table on the pc/psap client interface.

5. Interoperability Compliance Testing This Interoperability Compliance Test included feature, functionality and performance load testing. Feature and functionality testing examined XTEND pc/psap’s ability to work with Avaya IP Office in a municipality/town configuration. The following features were verified: inbound calls, transfer, conference, hold, abandoned call handling, call recording and playback. Performance load tests verified the configuration continued operating under load.

5.1. General Test Approach Feature and functionality testing were performed manually. Individual calls were made to the IP Office from a call generator connected to the XID box. The call generator analog station ports were set up to simulate Emergency 911 trunks from the 911 Tandem and were connected to the 911-trunk side of the XID box. The lines on the IP Office side of the XID box were connected to trunk ports on the IP Office. The IP Office routed calls from each port connected to a XID line to a distinctly named XID hunt group to which all PSAP operators belonged. Inbound calls rang at all PSAP operator extensions. When an emergency call was answered, the ANI and ALI




information of the caller was displayed on the pc/psap client window of the PSAP operator answering the call. Performance testing was accomplished using the call generation tool to place calls and automated scripts running on the pc/psap client PCs to answer the calls. A call generation tool script was written to place calls to the IP Office, pause for 25 – 30 seconds and then hang-up. Automated scripts were written to drive the pc/psap clients to answer incoming calls, pause for 25 – 30 seconds and hang up. Throughout the performance test run, the call generator was configured to place calls from four analog station ports that were answered by automated scripts running on the four pc/psap clients.

5.2. Test Results Most feature, functionality, and performance test cases passed. All issues and/or observations noted during testing were presented in Section 1.1 of these Application Notes. Overnight performance testing at a rate of 100 - 300 BHCA as reported by the call generation tool was conducted by placing calls from two to four2 analog station ports on the call generator which were answered by four pc/psap clients. Performance statistics were captured on the pc/psap server and clients to ensure that they were able to handle the call volume.

6. Verification Steps The following steps can be used to verify system operation after a field installation:

• Connect a Tip Ring telephone to the emergency trunk side of the XID box, go off hook, and dial 911. Verify the PSAP operator extensions all ring as a group and there is connectivity when the call is answered.

• If a device is available to generate MF tones, connect it to the emergency trunk side of the XID box. Have the device go off hook and send MF tones with a known ANI. Verify the PSAP operator extensions all ring as a group and when the call is answered, and verify the correct ALI information has been retrieved for the ANI provided.

7. Support Customers should call the XTEND Communications Corp. Customer Service Center when having problems related to the pc/psap product components. XTEND Communications Corp. will then determine the nature of the problem and recommend the best plan to the customer whether it is to: Fix the problem through remote access. Dispatch, at XTEND Communications Corp.’s discretion, on-site technical support.

2 Synchronization issues between the test tools used – call generator and automated scripts resulted in loss of two of the four ports used to generate incoming calls to the switch during the course of load testing. It is expected that extending the duration of the testing compensated for the loss of the two ports.




For technical support on the pc/psap software and/or the XID box, contact the XTEND Communications Corp. Customer Service Center at (212) 951-7670. Technical support email can be sent to [email protected].

8. Conclusion These Application Notes describe the required configuration steps for XTEND pc/psap to successfully interoperate with Avaya IP Office in a municipal / town scenario. This solution is intended for use with only analog E-911 trunks not general analog or PRI trunks. Features, functionality, and performance were successfully validated.

9. Additional References The following documents are available at http://support.avaya.com. [1] Avaya IP Office Installation Manual, 40DHB0002USCL, Issue 10c (5/11/2004) [2] Avaya IP Office CTI Link Installation Manual, 40DHB0002UKAB, Issue 5 (10/2003)

9.1. Glossary ANI Automatic Number Identification – phone

number of the caller

ALI Automatic Location Information – information about the call based on the ANI such as name, phone number, address, nearest cross street, etc.

BHCA Busy Hour Call Attempt – the number of call attempts made during the busiest hour of the day.

MF Multi-Frequency

PSAP Public Safety Answering Position – a physical location where 911 emergency telephone calls are received and then routed to the proper emergency services by the security agent or “911 operator” at the PSAP.

mailto:[email protected]

http://support.avaya.com/




©2004 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please e-mail any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DeveloperConnection Program at [email protected].

mailto:[email protected]

application notes for xtend communications corp. pc/psap ......application notes for xtend...

Documents