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Contents Chapter 1 ................................................................................................. 4

Introduction .............................................................................................................................................. 4

What is a 9-1-1 County Coordinator? ......................................................... 4

Conference Calls ...................................................................................... 5

Forms ...................................................................................................... 6

Reimbursement ....................................................................................... 6

Chapter 2 ................................................................................................. 7

MSAG ........................................................................................................................................................ 7

Definition: ................................................................................................. 7

Determining the Telco/CLEC: .................................................................... 8

Annexations ............................................................................................. 8

What is an annexation? ....................................................................................................................... 8

How are you notified of an annexation? ............................................................................................. 8

These items are generally listed within annexation paperwork: ....................................................... 9

What exactly does the County Coordinator need to update? ................................................... 9

Jurisdictional changes ........................................................................... 12

ESN creation, deletion, or changes ......................................................... 12

Communities Used in the MSAG ............................................................ 13

Street Suffixes ........................................................................................ 15

County Codes......................................................................................... 16

MSAG insert/change requests from the Telco ......................................... 16

Errors Related to the MSAG .................................................................... 17

Misroutes ........................................................................................................................................ 17

What is a misroute? ................................................................................................................... 17

Misroute investigation .................................................................................................................... 17

Example of investigation: .................................................................................................................. 18

Resources for verification .............................................................................................................. 20

Misroutes that involve a CLEC: .................................................................................................... 21

ALI DR Referrals for 04/06/2010 ..................................................... 22

The following ALI DR was referred for investigation to e911@paetec.com

(NENA ID=PUA) ............................................................................................................................ 22

MSAG insert/change requests from the PSAP ......................................... 23

ALI Discrepancies .................................................................................. 24

What can be wrong with the ALI? ....................................................................................... 24

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Unusual ALI Displays...................................................................................................................... 24

ALI Not Received ............................................................................................................................. 24

Rebid on ALI ..................................................................................................................................... 25

All zeroes displayed on ANI/ALI screen ...................................................................................... 25

Zero Addresses ...................................................................................... 26

Cross Streets ......................................................................................... 26

Chapter 3 ............................................................................................... 27

PSAP’s ...................................................................................................................................................... 27

To effectively perform the tasks as a 9-1-1 County Coordinator, it is encouraged to interact routinely with the PSAPs in your county. Depending on the size of the county and the number of PSAPs, this continuous flow of communication can be accomplished via email, conference calls or PSAP Meetings. ................ 27

PSAP Meetings ...................................................................................... 27

Purpose ........................................................................................................................................... 27

Establish an attendee list: ...................................................................................................... 27

Establish Frequency for Meetings....................................................................................... 29

Create A Standing Day and Time ......................................................................................... 29

Creating an Meeting announcement/ Agenda ................................................................ 29

Suggestions for After the Meeting ...................................................................................... 29

Ask For Help .................................................................................................................................. 30

Chapter 4 ............................................................................................... 31

Wireline ................................................................................................................................................... 31

Foreign Exchange (FX) 9-1-1 challenges.......................................................................... 34

Verizon Database handling of FX services: .................................................................... 35

TD-280A Processing ............................................................................... 36

Chapter 5 ............................................................................................... 37

Wireless 9-1-1 ......................................................................................................................................... 37

Three Phases of Wireless 9-1-1 ............................................................... 38

Phase 0 ............................................................................................................................................ 38

Phase I ............................................................................................................................................. 38

Phase II ........................................................................................................................................... 38

Phase II Deployment .............................................................................. 38

How to know if PSAPs are ready for deployment ........................................................ 38

Initial steps for PSAP deployment: ..................................................................................... 39

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County Coordinator Wireless Responsibility .................................................................. 39

What to expect during deployment .................................................................................... 40

What to expect post deployment ........................................................................................ 42

Other ................................................................................................................................................. 42

http://www.cio.ca.gov/PSCO/Forms/default.htm under “GIS Spending Plan Guide”. .............................................................................................................. 43

Challenges for PSAPs ............................................................................. 43

Non-initialized telephones ...................................................................................................... 43

9-1-1 abuse .................................................................................................................................... 43

911 may appear as the NPA (area code) when: ............................................................ 43

International telephone numbers ........................................................................................ 44

Satellite telephones .................................................................................................................. 44

Chapter 6 ............................................................................................... 45

VoIP ......................................................................................................................................................... 45

What is VoIP? ......................................................................................... 45

Definitions and Acronyms: ...................................................................................................... 45

Figure 6-1. VoIP Call Flow ...................................................................................................... 46

Routing of VoIP 9-1-1 calls ..................................................................................................... 46

County Coordinator Responsibility .......................................................... 47

Deploying VoIP ....................................................................................... 49

How to know a PSAP is ready for VoIP deployment ................................................... 49

Shape Files .................................................................................................................................... 49

What to expect during deployment .................................................................................... 50

Shell Records................................................................................................................................ 52

Telematics ............................................................................................. 53

NGEN – NEXT GENERATION E9-1-1 NETWORK ..................................... 53

NENA NGEN Future Models ................................................................................................... 54

CA 9-1-1 Office NGEN Project. .............................................................................................. 54

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Chapter 1

Introduction

WELCOME TO 9-1-1 COUNTY

COORDINATION

What is a 9-1-1 County Coordinator? ............................................. 4 Conference Calls ............................................................................ 5 Forms .............................................................................................. 6 Reimbursement .............................................................................. 6

This manual is a collaborative resource created by the County Coordinator Task Force in conjunction with the California 9-1-1 Emergency Communications Office (State 9-1-1 Office). The manual has been created to help 9-1-1 County Coordinators understand their responsibilities and their role in the broader picture of 9-1-1 operations. The State 9-1-1 Office’s 9-1-1 Operations Manual is an excellent reference and should be used in conjunction with this manual. Experienced County Coordinators realize that often their job goes beyond what the State describes as the duties of the County Coordinator.

This resource manual provides best practices for the County Coordinator position as determined by the collective knowledge of County Coordinators throughout the State. The discussion of tasks/duties in this document does not necessarily represent reimbursable activities. Any questions regarding reimbursement should be directed to the State 9-1-1 Office.

What is a 9-1-1 County Coordinator?

Each county in the State of California should designate an individual as the 9-1-1 County Coordinator. While the duties of this position are critical to the efficient operation of the 9-1-1 system, it is understood that most counties do not have the resources to assign a full-time County Coordinator The primary role of the County Coordinator is to ensure the accuracy of 9-1-1 call routing and the integrity of the Master Street Address Guide (MSAG). Related activities

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and other tasks/duties will be explained in greater detail in later chapters but may include:

o Responsibility for managing the accuracy of the MSAG. o Review and approve 9-1-1 network services requests (TD-280A, TD-280W and

TD-280V forms) from CLECs, WSPs and VoIP providers.

o Process misroutes and ALI discrepancies from the Public Safety Answering Points (PSAPs).

o Coordinate PSAP Manager meetings.

o Disseminate information to the County PSAPs regarding 9-1-1 and related

technology and legislation issues.

o Coordinate deployment of Wireless 9-1-1.

o Coordinate deployment of VoIP 9-1-1.

o Serve as the liaison between the State 9-1-1 Office and the PSAPs.

o Act as the central point of contact for PSAPs and Telcos (LECs and CLECs) in the county regarding all 9-1-1 related activities, problems and information.

o Participate in 9-1-1 related conference calls

o Additional duties may be expanded when necessary.

o County Coordinators are encouraged to become members of and participate in

the National Emergency Number Association (NENA), the California Chapter of NENA (CALNENA), the California Public-Safety Radio Association (CPRA), and the Northern California Chapter of the Association of Public-Safety Communications Officials (NAPCO) activities.

Counties may choose to delegate portions of the responsibilities to different individuals. For example, several counties have an MSAG Coordinator separate from the 9-1-1 County Coordinator.

Conference Calls

o COUNTY COORDINATOR CONFERENCE CALL - A monthly conference call for all County Coordinators, Service Providers, and State 9-1-1 Office representatives is held on the first Tuesday of every month at 2pm. This forum promotes communication and the exchange of information on topical 9-1-1 issues. Attendance for all County Coordinators is strongly encouraged. See Chapter 7 for links to the lists of 9-1-1 and MSAG Coordinators.

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o TECHNICAL ISSUES FORUM (TIF) CONFERENCE CALL– A bi-monthly

conference call which is generally held on the fourth Thursday of each even-numbered month at 9am. The purpose of this conference call is to address Competitive Local Exchange Carrier (CLEC) related issues. Attendees include County Coordinators, CLECs, Telco Database representatives, and State 9-1-1 Office representatives.

o VOICE OVER INTERNET PROTOCOL (VoIP) CONFERENCE CALL – A

monthly conference call hosted by the State 9-1-1 Office VoIP Project Manager is held on the third Wednesday of every month at 9am. The purpose of this conference call is to address VoIP related issues. Attendees include County Coordinators, VoIP Service Providers (VSP), Voice Positioning Center (VPC) representatives, Telcos, and State 9-1-1 Office representatives.

Forms

The County Coordinator needs to be familiar with the following forms (An explanation of how to complete and process the forms can be found in the applicable sections of this resource guide):

TD-280A Competitive Local Exchange Carrier (CLEC) Network Services Plan TD-280W Wireless Service Provider Network Connectivity Plan TD-280V Voice Over Internet Protocol (VSP) Network Services Plan TD288 Commitment to Fund – this form is send to the PSAP by the State TD-290 Reimbursement Claim Form TD-290A Reimbursement Claim Support Document Check the State 9-1-1 website for the most current version of the forms listed above. http://www.cio.ca.gov/PSCO/Forms/default.htm

Reimbursement

See Chapter III, Funding and VIII, 9-1-1 County Coordinator of the State’s 9-1-1 Operations Manual for details on what is reimbursable. This is available on the State 9-1-1 Office website: http://www.cio.ca.gov/PSCO/Publications/911/911OpeaManul.htm This resource manual provides best practices for the County Coordinator. The description or mention of duties in this document does not necessarily represent reimbursable activities. Any questions regarding reimbursement should be directed to the State 9-1-1 Office. The proper way to submit requests for reimbursable County Coordinator duties is by utilizing the TD-290 and TD-290A forms. Samples of completed TD-290 and TD-290A forms can be found in Appendix B – Forms and Examples.

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Chapter 2

MSAG

MSAG

Definition: ................................................................................................. 7

Determining the Telco/CLEC:................................................................... 8

Annexations ............................................................................................. 8

Jurisdictional changes ............................................................................ 12

ESN creation, deletion, or changes ........................................................ 12

Communities Used in the MSAG ............................................................ 13

Street Suffixes ....................................................................................... 15

County Codes ........................................................................................ 16

MSAG insert/change requests from the Telco ........................................ 16

Errors Related to the MSAG .................................................................. 17

ALI DR Referrals for 04/06/2010 ............................................................... 22

MSAG insert/change requests from the PSAP ....................................... 23

ALI Discrepancies .................................................................................. 24

Zero Addresses ..................................................................................... 26

Cross Streets ......................................................................................... 26

Definition:

The Master Street Address Guide (MSAG) is a table of information that has been built by the County Coordinator working with the telephone company. The six components of the MSAG are:

o Address range

o Street directional

o Street name

o Street suffix

o Community

o Emergency Service Number (ESN) – The ESN is the key component to the successful routing of a 9-1-1 call. It is a 3-5 digit number representing a unique

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combination of Emergency Service Agencies (Law Enforcement, Fire, Emergency Medical Services) designated to serve a specific range of addresses within a PSAP jurisdiction. This unique combination is called the English Language Translations (ELTs), or more commonly known as “Telltales”. The ELTs are found on the ALI display at the PSAP.

o 9-1-1 IM (9-1-1 Information Manager) – This is the computer program provided by AT&T and Verizon. It is a web-based service used by the County Coordinators to manage the MSAG, submit ALI Discrepancies and process misroutes. For access to this system, contact your AT&T or Verizon representative.

Determining the Telco/CLEC:

The County Coordinator should be familiar with the service areas covered by various Telcos within the county. A variety of tools are available to determine telephone company ownership of a telephone number. Resources include:

o Telco Security telephone number.

o http://fonefinder.net/ and http://localcallingguide.com/ are examples of websites where you can enter the NPA/NXX (area code/prefix) and the responsible LEC/CLEC is provided. Please note that due to changing technology and Local Number Portability, the information may not be completely accurate.

o Telco Service Exchange Area/Rate center maps. A copy of this map can be found in the Appendix C – Telco Information.

o The NENA ID of the Telco providing telephone service is displayed on the ALI screen. The list of NENA IDs and associated contact information can be found at: http://www.nena.org/nena-company-id

Annexations

What is an annexation? An annexation occurs when an area of land or territory within a county is being added to an incorporated city and detached from the unincorporated area or territory. These may be unincorporated islands within the incorporated area or may be adjacent areas into which a city is expanding. Typically new city addressing will be issued to the newly annexed area. Once annexed, these areas will be served by that particular city’s services, including law enforcement and fire agencies. When this happens, it is the duty of the PSAPs to make sure their 9-1-1 dispatch and CAD (computer-aided dispatch) systems are updated. It is the responsibility of the MSAG Coordinator to update the affected MSAG when an annexation has been approved.

How are you notified of an annexation? Three entities are often involved in an annexation. Notification can come from any or all of these.

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1. LAFCO (Local Agency Formation Commission)

2. City Planning Office

3. County Planning Office

Early warning of an annexation may also come from the media since annexations usually go through extensive public involvement ahead of time.

These items are generally listed within annexation paperwork: 1. Area to be annexed

2. Area to which it is being annexed

3. Area from which it is being detached from

4. The streets and ranges involved in the annexation

5. What the existing address ranges are

6. What the new address ranges will be

7. Maps outlining the annexed area

8. The date the annexation is to take affect

What exactly does the County Coordinator need to update? The MSAG will need to be updated to reflect the new address ranges established by the annexation. In order to accomplish this, it is vital that you locate all of the “OLD” ranges that will need to be removed or adjusted. Utilize the insert, split, change and delete options within 9-1-1 IM to complete this task. (see the 9-1-1 IM User Guide under the appropriate Telco sections for additional information)

1. If numbering or addressing for the affected streets in the annexation will not change, simply update the routing ESN for the existing ranges by using the Change function in 9-1-1 IM to route calls to the proper PSAP.

2. Utilize the insert function in 9-1-1 IM to establish new ranges being created as a result of the annexation.

3. Once the new ranges are established you may create a delete request using 9-1-1 IM to remove the old ranges that are no longer valid. The delete record should indicate where the customers should be moved to. The customers attached to these records being deleted will be moved to the newly established ranges you created in the MSAG by the Telco.

4. The County Coordinator is responsible for ensuring that the MSAG and ESN changes are accomplished on the date the annexation is to take effect. It is

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suggested that the County Coordinator reach out to the local LAFCO office to get on their mailing list for notification of changes.

5. There may be situations where one MSAG request must be completed by the Telco prior to submitting the second request. For example, some ranges will need to be combined prior to splitting. (See Figures 2-1a, b & c)

You should know who your Telco contacts are. If you are unable to access 9-1-1 IM due to technical difficulties, work with your Telco to determine the best way to process MSAGs.

Figure 2 – 1a. MSAG Combine Screen for combining records

Combine ranges originally even and odd to prepare to split as needed for

the annexation. The next step (split) can not be completed until this MSAG

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Figure 2 – 1b. MSAG Screen for splitting records

Once the combined range is approved, it can be split to reflect the ESNs for

Figure 2-1c. MSAG Screen to delete old, unneeded range

The final step (delete) can be completed once the other two MSAG mails are

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Jurisdictional changes

There are times when an ESN will need to be updated for a specific MSAG range based on PSAP jurisdictional changes. You will use the Change function in 9-1-1 IM to do this. An example of this would be when an existing street was previously routed to a specific PSAP and responsibility for this range is being assumed by another PSAP. Ranges in the MSAG for each affected PSAP need to be verified and updated as necessary to ensure proper routing.

ESN creation, deletion, or changes

It is critical to maintain an accurate county-wide ESN list. It is highly recommended that the County Coordinator validate the accuracy of this list with the Telcos that service their county. There are times when an ESN needs to be created, changed, deleted or split. For example, a city police PSAP currently dispatches the fire department as well. The Fire Department decides to contract with a consolidated Fire Dispatch Center for their dispatching services. The routing of the associated ESN must change to reflect the new routing in addition to updating the telltales. The County Coordinator, after receiving a letter from the affected agencies, submits a letter to the telephone company requesting the change be made.

Sample letter:

Date ECM Name Telephone Company ECM Title Re: ESN changes Name, This letter shall serve as notice that the City of XXX Fire Department will be changing dispatch centers effective Date at time. The affected ESN is XXX Currently, the ELTs ( telltales) for ESN XXX show: POLICE AGENCY – XXXX PD, FIRE AGENCY – XXXX FD, AMBULANCE AGENCY – XXXX FD As of date, ESN XXX should be converted to show the following telltales: POLICE AGENCY – ZZZZ PD, FIRE AGENCY ZZZZ FD, AMBULANCE – ZZZZ FD Please arrange for the appropriate translations to take place in order for this change to occur according to plan. Any questions or concerns please feel free to contact me. Thank You, County Coordinator name and title

There are also occasions where an ESN would need to be split and a new ESN created. For example, all Indian reservations in a county are currently assigned the same ESN and are

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dispatched by the same agency. One of the Indian Reservations chooses to create their own dispatch center and handle their own dispatching. The MSAG entries for the affected Indian Reservation would need to be identified. The County Coordinator should contact the appropriate telephone company to create a new ESN. Once the ESN is created, the County Coordinator would assign the new ESN to the identified MSAG entries.

Communities Used in the MSAG

Community names are managed cooperatively between the database provider and the County Coordinator. Community names are generally based on Postal communities. The Postal community is what United States Postal Service (USPS) uses to deliver mail. This community name may be different than what is referenced in the MSAG. The MSAG may contain alternate community names, typically “vanity” type community that may not be officially recognized politically or by the USPS. Local residents, PSAPs, and emergency service agencies may be very familiar with the use of the alternate community name as opposed to the official USPS community name. To implement an alternate community name, contact the database service representative. Once the Telco has processed the community name change, a 9-1-1 IM update may be submitted to the database provider.

A list of the MSAG Community abbreviations for your county can be obtained through 9-1-1 IM or from your Telco representative.

Figure 2-2 From the Reports Mgr select MSAG Community Count.

Once the report status shows as complete, the report details can be viewed or the file can be downloaded. (The report can take as long as a few days before it will appear)

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The complete list of ALL MSAG communities within the database appears. The only way to obtain a list of communities for a specific county is to manually manipulate the downloaded Excel file.

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Street Suffixes

A street suffix refers to the designation of “St.”, “Rd”, and so on. When a suffix is not present on an ALI record it is always assumed to be STREET. 1234 Main would be assumed to be 1234 Main Street.

Figure 2-3. Accepted Street Suffixes

STREET SUFFIX AT&T Verizon NENA

State of CA (Wireless & VoIP E9-1-1)

ALLEY ALY ALY ALY

AVENUE AV AV AVE AV

BLOCK BLK BLK

BOULEVARD BL BL BLVD BL

CANYON CNYN CY CYN CYN

CIRCLE CIR CI CIR CIR

COURT CT CT CT CT

DRIVE DR DR DR DR

DRIVEWAY DRWY DRWY

EXTENSION EXT EXT EXT

FREEWAY FWY FY FWY FWY

HEIGHTS HTS HTS HTS HTS

HIGHWAY HWY HY HWY HWY

JUNCTION JCTN JCT JCT JCT

LANE LN LN LN LN

MOTORWAY MTRWY MOTORWY MTWY MTWY

PARK PK PK PARK PK

PARKWAY PKWY PARKWAY PKWY PKWY

PLACE PL PL PL PL

POINT PT PT PT PT

POINTE POINTE POINTE POINTE

PLAZA PLAZA PZ PLZ PLZ

REAL REAL REAL REAL

ROAD RD RD RD RD

SQUARE SQ SQ SQ SQ

STREET BLANK* BLANK* ST BLANK*

TERRACE TER TE TER TER

TRAIL TRL TR TRL TRL

WALK WLK WK WALK WALK

WAY WY WY WAY WY

Neither Telco uses the suffix “street” therefore there is no abbreviation for street. Suffix designations that do not appear on this list are spelled in full.

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County Codes

The following is a list of the California County Codes:

Figure 2-4. California County Codes 01 Alameda 21 Marin 41 San Mateo

02 Alpine 22 Mariposa 42 Santa Barbara

03 Amador 23 Mendocino 43 Santa Clara

04 Butte 24 Merced 44 Santa Cruz

05 Calaveras 25 Modoc 45 Shasta

06 Colusa 26 Mono 46 Sierra

07 Contra Costa 27 Monterey 47 Siskiyou

08 Del Norte 28 Napa 48 Solano

09 El Dorado 29 Nevada 49 Sonoma

10 Fresno 30 Orange 50 Stanislaus

11 Glenn 31 Placer 51 Sutter

12 Humboldt 32 Plumas 52 Tehama

13 Imperial 33 Riverside 53 Trinity

14 Inyo 34 Sacramento 54 Tulare

15 Kern 35 San Benito 55 Tuolumne

16 Kings 36 San Bernardino 56 Ventura

17 Lake 37 San Diego 57 Yolo

18 Lassen 38 San Francisco 58 Yuba

19 Los Angeles 39 San Joaquin

20 Madera 40 San Luis Obispo

MSAG insert/change requests from the Telco

The Telco will use 9-1-1 IM to request a range be added based on service requests from customers in a new area. It is the County Coordinator’s responsibility to verify the validity and accuracy of the request before assigning an ESN and submitting the approved request back to the Telco.

The County Coordinator should establish a working relationship with the local addressing authorities within the county. Each city and the county should have an addressing authority. This authority may be different for each city or county. Some are part of the Planning Department; others are part of different divisions. When a 9-1-1 IM request is submitted, the authority name and contact information should be included.

Tip: The County Coordinator should get on the distribution list for all new streets, street name changes, and range extensions. Compare the list of contacts with the list the Telco is utilizing.

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Refer to the Telco 9-1-1 IM USER GUIDE for further information on approval of MSAG records.

Figure 2-5. Sample of a request for new MSAG record

Errors Related to the MSAG

Misroutes

What is a misroute?

A true misroute is when a call is routed to the wrong PSAP even though all address information is correct. This could be caused by:

o Error in the MSAG

o Service order activity

o Incorrect routing caused by Telco network error.

The telcos have a better chance of resolving the problem if they receive notice of misroute errors within 10 days of receipt of the call at the PSAP. This is because the information necessary to recreate the path of the call is not easily accessible to the Telco.

An ALI discrepancy is often incorrectly referred to as a misroute. An ALI discrepancy occurs when a call displays an inaccurate address and/or telephone number on the ANI/ALI screen. This type of error is covered under ANI/ALI discrepancy.

Misroute investigation Misroutes are referred by the PSAPs to the County Coordinator who is responsible for:

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• reviewing the misroute,

• verifying the ESN is correct in the MSAG, and

• Forwarding the trouble to the appropriate Telco Database Unit.

Prior to submitting misroutes a County Coordinator should conduct a thorough investigation.

Example of investigation: As part of the investigation process involved with a misroute, the MSAG must be verified for routing accuracy. Occasionally, a true misroute will occur when the routing ESN for a specific range is in error. If this is the case, you should go to 9-1-1 IM and use the MSAG Query feature to view the MSAG range and the assigned ESN.

If the ESN assigned to the range is incorrect, submit a correction utilizing 9-1-1 IM. Remember, there are more customers on the MSAG range than just the one customer with the misroute. Correcting the accuracy of the MSAG ranges will typically prevent future misroutes from occurring.

Tip: TN (telephone number) Query in 9-1-1 IM is useful in any investigation.

The PSAP that received a misrouted call should notify the County Coordinator of the problem. It is suggested that the PSAPs are educated to provide as much of the following information as possible to aid in the investigation.

1. Date of Call

2. Time of Call

3. Name of PSAP where call was received

4. ESN displayed when call was delivered

5. ANI displayed when call was delivered

6. Correct ANI that should be displayed

7. ALI displayed when call was delivered

8. Correct ALI that should be displayed

9. Community displayed when call was delivered

10. Correct community that should be displayed

11. Business/Residence name displayed on ALI

12. Specific Problem:

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a. Route to another agency

b. ANI displayed is incorrect

c. ALI displayed is incorrect

d. No Record Found

13. Dispatcher remarks/comments & contact info

14. ESQK and PANI

15. Class of Service

Tip: It is highly recommended that the PSAP print the ALI screen. This will minimize the possibility of information being left off by PSAP personnel. If PSAPs do not have the ability to print the ALI screen from their CPE, they should contact their CPE vendor.

Misroute reports can be submitted to the County Coordinator via the following methods

Fax

Email

PSAP Mail (PSAP access to MSAG, contact Telco for more info)

Scan & Email

Create and Print misroute from CPE

Samples of ANI/ALI discrepancy and misroute forms used in various counties can be found in Appendix B – Forms and Examples.

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Figure 2-6. Query ALI Audit Sceen/ALI Discrepancy Report

Resources for verification The following are great people and places to turn to when validating information for the MSAG:

1. PSAPs

2. Police and Fire Departments

3. County and City Planning Departments

4. County and City Addressing Authorities

5. Current Thomas Brothers Maps (Be cautious, known errors are intentionally published in Thomas Brothers)

6. Google Earth (online map)

7. Field check of the area to physically check. Street signs could be wrong. You can use the Fire Department or Police Community Service Officers to help with this.

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Misroutes that involve a CLEC: All landline misroutes should be submitted via the misroute procedure established by the Telcos. If a specific TN belongs to a CLEC, the Telco will reply to an ALI DR indicating which CLEC owns the TN and is responsible for updates. Contact information for the CLEC is commonly provided by the Telco. The Telco will close a misroute ticket when the TN is owned by a CLEC. The Telco representative will send a request to the responsible CLEC and will cc the county coordinator. The CLEC should respond to the County Coordinator when the record has been updated.

It is recommended that the County Coordinator follow up with the CLECs to confirm the records are updated properly.

Figure 2-7. Sample MSAG indicating referral to CLEC:

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Figure 2-8. Sample AT&T Referral (e-mail)

ALI DR Referrals for 04/06/2010

The following ALI DR was referred for investigation to e911@paetec.com

(NENA ID=PUA)

Referral Sent: 04/07/2010 10:00

County: SAN DIEGO

County Coordinator: Hanan Harb (858)565-3294

ALI DR <screen 1 of 2> Use CTRL-P to view next page

Log Number [ 5470] ESSID [07] Call Date [2010-03-31 09:58:55]xB

Status [CLOSED ] kReason Code [INCORRECT ADDRESS ]xB

Old TN [619]-[497]-[2600] xMain-TN [619]-[497]-[2600] xB

NewxTN [619]-[497]-[2600] Main-TN [619]-[497]-[2600] xB

Orig. Date [2010-04-05 13:14:38] xOrig. Org [SAN DIEGO CNTY xB

Answer Psap Id [ 189] xView [Glb Ali Dr View ] xB

Response Code [ ]

Orig User Id [ 2790] Orig UserName [Walker Heather xB

Resp Org [SAN DIEGO CNTY ] Forward to Org [ xB

Calltaker [ ]

OldxCompany Id [ ] Psap Name [SDPD xB

NewxCompany Id [ ] Psap Name [ xB

OldxESN [ 310] Class [2]B Type [0] Exchg [PB37]

NewxESN [ 310] Class [2] Type [0] Exchg [PB37]

OldxCustomer Name [BARRISTER SUITES HAZARD CNTR ]

NewxCustomer Name [BARRISTER SUITES HAZARD CNTR ]

ALI DR <screen 2 of 2> Use CTRL-P to view next page

Old House-Num [ 7676] Suf [ ]

New House-Num [ 7676] Suf [ ] k

Old Dir [ ] Street [HAZARD CENTER DR x ] Dir [ x]

NewxDir [ ] Street [HAZARD CENTER DR ] Dir [ x]

Old Community [SD x ] County [037 ] St [CA]

New Community [SD x ] County [037 ] St [CA]

Old Location [CB#6194972600 ] Telco [ ]

New Location [SUITE #500 ] Telco [ B]

Old Police [SAN DIEGO PD ]

NewxPolice [SAN DIEGO PD ]

OldxFire [SAN DIEGO FD ]

NewxFire [SAN DIEGO FD B ]

OldxEmerg [SAN DIEGO FD ]

NewxEmerg [SAN DIEGO FD ]

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Figure 2-9. Sample of misroute sent to CLEC from Verizon

From: maryjane.gnagy@verizon.com [mailto:maryjane.gnagy@verizon.com] Sent: Friday, November 11, 2005 11:05 AM To: TOM SIRACUSA Cc: carolyn.colucci@verizon.com; amy.l.pratt@verizon.com; west.kim@verizon.com; Acosta, Brian Subject: 909 380-8180 PAETEC The attached misroute is for your service area and is being being referred to you for the following: X No Record Found – please investigate Incorrect address display – please investigate Misrouted call – please investigate Please reply back with the results of your investigation. Thank You, MaryJane ***************** MaryJane Gnagy Database Rep Phone:562-497-3836 Fax: 800 454-0414 Email: maryjane.gnagy@verizon.com

MSAG insert/change requests from the PSAP

The County Coordinator is responsible to sort and distribute the appropriate portion of the MSAG to the PSAPs within the county on a yearly basis or as often as necessary. Individual PSAPs should be encouraged to monitor their portion of the MSAG for accuracy. A yearly copy of the MSAG for the county is available, free of charge, from each of the Telcos. Quarterly copies of the MSAG are available from the Telco at a cost. Any corrections found by a PSAP should be submitted to the County Coordinator for processing. Updates submitted by the PSAPs should be verified against the MSAG and any supporting county/city mapping documents to verify accuracy. Do not blindly approve requests simply because you were asked to by a PSAP.

Tip: The County Coordinator is able to manually export any or all portions of the MSAG via 9-1-1 IM.

See Appendix B for samples of MSAG change forms

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ALI Discrepancies

An ANI/ALI Discrepancy occurs when calls display inaccurate information about the reporting party on the ANI/ALI screen. Typically, it is the responsibility of the customer to contact their telephone service provider to update this information when there are inaccuracies. Although not reimbursable by the State 9-1-1 Office, it is good practice to submit an ALI DR for ANI/ALI discrepancies. This allows the Telco to investigate and forward to CLECs as required. When a discrepancy is found without a 9-1-1 call being received, contact your database provider to resolve the problem.

Samples of misroute/ALI Discrepancy forms used in various counties can be found in Appendix B.

What can be wrong with the ALI?

Unusual ALI Displays Occasionally PSAPs will receive ALI displays that are not the standard address format. These tend to be related to wireless and VoIP calls. The following are examples of unusual ALI displays:

Zero Address (0 Main St. rather than 1212 Main St.)

Cross Streets (Main and First St.)

Shell Record (see the sections on VoIP and Wireless) – If a shell record is displayed at a PSAP, the VoIP or Wireless service provider indicated on the ALI screen should be contacted.

No Record Found (NRF)

A “no record found” occurs when a 9-1-1 call is placed and no ALI record exists. One of the ways this can occur when a customer’s order for service is still being processed by the Telco or CLEC. Telephone network issues can occasionally cause this as well.

ALI Not Received “ALI not received” and its variations (i.e. “ALI retrieval error”) occur when there is trouble in the CPE or ALI network components that causes the ALI data stream to corrupt or not be delivered at all. The database was able to locate an ALI record; however the ALI data could not be successfully delivered.

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Rebid on ALI 9-1-1 telephone systems have the ability to Rebid or Retransmit ALI while the caller is still on the line. When this is done, a request is sent to the 9-1-1 database requesting ALI information for a telephone number.

All zeroes displayed on ANI/ALI screen This is known as ANI failure. This is caused by a corruption in the delivery of ANI from the selective router to the PSAP. Trouble in the PSAP CPE or the PSAP trunks from the selective router can also cause this. If several of these come in within a short period of time, i.e. 5-10 minutes, this is most likely a technician working at a Central Office. If the issue continues, a trouble ticket should be opened by the PSAP.

Figure 2-10. Example of All zero display

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Zero Addresses

When ordering telephone service, customers are required to provide a service address to the Telco. In some cases, the service address provided is not an actual physical address to which emergency vehicles can respond. In such cases, the Telco may ask the County Coordinator to assign an ESN for a “0” address. Such requests are more common in rural areas and Indian Reservations. It is highly recommended that ESNs not be assigned to “0” addresses on a permanent basis because of the inability to locate the caller. The Telco should make every effort possible to obtain a valid physical address. To assist in MSAG cleanup, a “0” address query can be performed in 9-1-1 IM to obtain a list of all ‘0” addresses within your county.

Cross Streets

Telcos may request an MSAG entry for an intersection in place of a physical address range. This is most often a temporary situation, i.e. construction trailers at a new development. The practice of assigning ESNs to an intersection on a permanent basis is not recommended. To assist in MSAG cleanup, a list of all cross street MSAG entries can be obtained by running a “0” address query.

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Chapter 3

PSAP’s

Public Safety Answering Points

PSAP Meetings ............................................................................. 27

To effectively perform the tasks as a 9-1-1 County Coordinator, it is encouraged to interact routinely with the PSAPs in your county. Depending on the size of the county and the number of PSAPs, this continuous flow of communication can be accomplished via email, conference calls or PSAP Meetings.

PSAP Meetings

Purpose

The State 9-1-1 Office recommends that County Coordinators conduct 9-1-1 related countywide meetings at least twice a year. The purpose of the meetings is to discuss various 9-1-1 related topics, disseminate information on new technology, update on legislative actions, and exchange any other information of importance to the 9-1-1 community. This also provides an opportunity to present relevant 9-1-1 training and new product demonstrations by vendors. These meetings are reimbursable by the State 9-1-1 Office. See Chapter III of the 9-1-1 Operations Manual for current approval information.

Tip: If attending meetings is a hardship for PSAPs, a viable alternative is to conduct scheduled conference calls. The State conference bridge can be requested in advance for these calls through your State 9-1-1 consultant.

Coordination of PSAP Meetings

Establish an attendee list:

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PSAP managers, training coordinators and supervisors (each agency is different, the County Coordinator should be aware of dynamics in the agency and not extend invitations without the consent of the manager)

Vendors – as needed to support agenda.

• 9-1-1 CPE

• CAD

• Audio Loggers

• Emergency Notification

Telephone companies (ILECS & CLECS)

• Telco Emergency Communications Managers (ECMs)

• Service Managers

• Database Specialists

• Sales

• Technicians

Always invite the State 9-1-1 Office Consultant to your meetings.

MSAG Coordinator

Neighboring County Coordinators

Neighboring PSAPs

Information Technology (IT) personnel

Geographic Information Systems (GIS) personnel

Americans with Disabilities Act (ADA) organizations

2-1-1 representatives

3-1-1 representatives

If meetings have not been held in the past or for an extended period, call all the people on the attendee list, explain the purpose of the meeting, ask for agenda items or suggestions, and tell each one that you will be sending an e-mail.

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Establish Frequency for Meetings

How many meetings should be scheduled each year for your county? You may not be able to establish a frequency until the group has met a few times. It is safe to start with quarterly meetings and increase or decrease the number once the group has been established.

Create A Standing Day and Time

The attendees at PSAP meetings are busy people with crowded calendars so attempt to set a regular and consistent day and time and stick to it. This accomplishes two things; the first is you will have better attendance if the attendees can put the PSAP meetings in their calendars for the entire year. The second accomplishment is that if you are consistent in putting on the meetings as scheduled, the attendees become more confident in the meeting as an established and proven event.

Creating an Meeting announcement/ Agenda

Meetings should be set at least 4-6 weeks in advance

Plan your agenda around current 9-1-1 events or information.

Focus on items that cannot be handled through information dissemination – training, issues requiring discussion, problem-solving, and presentations by subject matter specialists.

Make attending meetings interesting and worthwhile.

Schedule a roundtable discussion in which each manager or agency representative gives an update on what is going on at their center. This is a great networking tool and usually will provide you with suggestions for the following meeting.

Send a meeting reminder out to attendees 1-2 weeks prior to meeting.

Create a sign-in attendance sheet.

Samples of Agendas and PowerPoint presentations used at PSAP Managers meetings can be found in Appendix D – PSAP Meetings.

Suggestions for After the Meeting

Send an e-mail to everyone on your mailing list, whether they attended or not, recapping commitments made during the meeting and giving the date and time for the next meeting.

Send copies of handouts, notes, presentations, and minutes to your mailing list.

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Consider contacting the “no-shows”.

Forward a copy of the agenda and the sign-in sheet to your State 9-1-1 consultant to verify PSAP attendance.

Ask For Help

Call the County Coordinators who hold regular meetings. They are a wealth of valuable information and suggestions.

Attend another County Coordinator’s meeting.

Participate in County Coordinators’ Conference Calls.

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Chapter 4

Wireline

WIRELINE

What is Wireline 9-1-1? .................................................. 31 Class of Service ............................................................. 32 PBX ................................................................................ 33 Foreign Exchange .......................................................... 34 TD-280A Processing ...................................................... 36

�

What is Wireline 9-1-1?

Wireline or land-line refers to 9-1-1 calls placed from telephones that are hardwired at a particular address. In most areas of North America, citizens have basic or enhanced 9-1-1 service from their landline, or wireline, phones in their homes or workplaces.

o Basic 9-1-1 means that when the three-digit number is dialed, a call taker/dispatcher in the local public safety answering point (PSAP) answers the call. The emergency and its location are communicated by voice between the caller and the call taker.

o Enhanced 9-1-1 means the local PSAP has equipment and database access that provide the call taker with the ability to view the caller's telephone number and address on the ANI/ALI display. This expedites the dispatch of emergency help, even if the caller is unable to communicate where they are or the nature of the emergency. (For additional basic information on 9-1-1, see 9-1-1 Basics on the NENA website.)

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Figure 4-1. California E9-1-1 Network

Class of Service

The Class of Service is the designation of the type of telephone service. This is one of the pieces of information that is included on the ALI screen when a 9-1-1 call is delivered to a PSAP. The following are the various Class of Service codes that are used:

o RESD – Residential

o BUSN - Business

o COIN – Coin operated phone

o PAY$ – Pay phone

o PBX – Private Branch Exchange

o CNTX – Centrex

o W911 – Wireless Phase I calls (more information on this is included in the Wireless 9-1-1 section)

o WPH2 - Wireless Phase II calls (more information on this is included in the Wireless 9-1-1 section)

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o VoIP – Nomadic VoIP Subscriber (more information on this is included in the VoIP section)

o TLMA – Telematics (i.e. Onstar, ATX, Hughes)

PBX

A Private Branch Exchange (PBX) is a private telephone network. Most medium-sized and larger companies use a PBX because it is much less expensive than connecting an external telephone line to every telephone in the organization. Many schools, banks, and government entities utilize a PBX.

A PBX causes unique challenges for 9-1-1. It is common when a 9-1-1 call is made from a PBX that the address presented to the calltaker is the address of the telephone PBX switch regardless of the location of the caller. The ANI displayed is typically the pilot number and not the number to the telephone being used to dial 9-1-1.

Example: An emergency occurs at Patrick Henry High School at 4234 Middleton Rd in Anytown, CA. A 9-1-1 call is placed from the school. The address displayed at the PSAP is the School district address of 1264 Other Street. The pilot telephone number displayed is not a telephone number that can be called back.

One possible solution for PBX challenges is a service provided by the Telco that allows the PBX vendor to download PBX station address/location information to the 9-1-1 database. This service is called Private Switch ALI (PS ALI). This service is available at a cost from the local Telco. The arrangement is between the customer and the Telco however, where this service is not in place, the County Coordinator may want to contact the PBX provider and discuss options. Document this contact in the files for future reference.

Any misroutes received for a customer known to have PS ALI service should be referred back to the customer for correction. The Telcos have no ability to correct PBX station addresses. Due to this limitation, there is no need to enter misroute mail for a PBX correction.

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Figure 4-2. Sample Wireline 9-1-1 ANI/ALI screen:

Foreign Exchange

NENA defines a foreign exchange as a telephone line switched in an exchange or central office other than the exchange or central office area in which the telephone is located. To say it another way, it is a service that uses the phone number and dial tone from one Central Office while using the outside wires leading to the customer house from another Central Office. An example would be to install a phone number out of Tulelake, CA in Bend, Or. A customer will normally request this service to gain toll free access to the area they call the most that a number from their local Central Office would not provide.

Foreign Exchange (FX) 9-1-1 challenges

The computer systems and supporting network connections that are used for directing 9-1-1 calls to the proper PSAP are designed and based upon the normal serving territory of the Central Offices involved. Thus, when an FX service is provided out of an E9-1-1 office, it is beyond the normal boundaries and design of the system. The reason why it is beyond these is because there are no boundaries for FX service. They can begin anywhere and end anywhere. In theory, you could have a phone number from Los Angeles serving a customer in New York. The only boundary is how much the customer is willing to pay. On the other hand, the 9-1-1 community cannot afford to purchase a system that would be designed to handle all possible FX links that could be installed. Thankfully, FX service represents a very small percentage of the total services provide to a community.

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Verizon Database handling of FX services:

When an FX service is discovered in a county, the following occurs:

The DBMC will determine:

a) What selective router the affected phone number is routed by b) What Jurisdiction (or other phone company) has authority over the

affected npa/nxx and/or selective router. This will indicate who must decide what will be done with the FX account.

c) The TN (ALI record) will be built in the E9-1-1 database to allow the following information to be displayed at the default PSAP responsible for the telephone switch involved:

Customer Name: (The actual telephone subscriber’s name) House Number: (The actual telephone subscriber’s house number) Street Name: FOREIGN EXCHANGE Community Name: (usually an abbreviated version of the county name) Location: (The actual street name and community the telephone subscriber resides – due to character limitations this may be abbreviated) ESN: (Whatever ESN assigned by the Jurisdiction)

Doing the above would:

1) Alert the 9-1-1 call taker that the call is coming from outside the normal serving area for the phone number involved.

2) Allow a default ESN and associated information to be displayed (and if applicable, default call routing to be performed) based on the telephone exchange (NPA/NXX combination)

To clarify a littler further, if the NPA/NXX originates (Local Exchange Routing Guide (Lerg) ) and terminates (subscriber’s location) within the same 9-1-1 Selective Router’s serving area, then the real address may be loaded into the ALI database which in turn will send the proper ESN and address to the proper Selective Router. If the NPA/NXX originates (Lerg Exchange) in one and terminates (subscriber’s location) within a different E9-1-1 Selective Router’s serving area, then a fictitious address will need to be loaded to the ALI database that supports the circuit (thus sending an FX ESN to the router and the fictitious address to the PSAP to alert them that the caller isn’t served by their system). The PSAP would then transfer the call to the appropriate PSAP. Figure 4-3. Example of a Foreign exchange ALI record:

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TD-280A Processing

The TD-280A process is required to establish 9-1-1 network connectivity for CLECs. Upon receipt of the TD280A, the County Coordinator will review the document and:

o May ask the CLEC to clarify the area of service within the rate area of the NXX code (prefix, first three digits of a 7-digit phone number) that has been indicated on the TD-280A

o Test to confirm the 24 hours/7 day per week live-answer CLEC contact number is properly answered and confirm subscriber information is available

o Assign the Default ESN (DESN), including the default agency name and the associated 10-digit telephone number

o Complete the County Coordinator contact name and telephone number section. o Return the completed TD-280A to the requesting CLEC within five working days

after receipt of the form. (Note: The County Coordinator’s processing time may be extended due to receipt of an inaccurate TD280A that may require additional information from the CLEC.)

More complete instructions can be found at http://www.cio.ca.gov/PSCO/911/pdf/TD-280Ainstructions.pdf

A completed TD-280A form can be located in Appendix B – Forms and Examples.

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Chapter 5

Wireless 9-1-1

WIRELESS 9-1-1

What is Wireless 9-1-1? ................................................................ 37 Three Phases of Wireless 9-1-1 ................................................... 38 Phase II Deployment..................................................................... 38 Challenges for PSAPs .................................................................. 43

What is Wireless 9-1-1?

Wireless 9-1-1 refers to 9-1-1 calls placed from wireless devices such as cellular or satellite phones. In contrast to wireline, when 9-1-1 calls are made from wireless phones, the call may not be routed to the correct PSAP and may need to be transferred. The call taker also may not receive the callback phone number or the location of the caller. This could present life threatening problems due to lost response time if callers are unable to speak, do not know where they are, or if the call is dropped. The State 9-1-1 Office is working diligently with other wireless stakeholders to improve call delivery and the information delivered with the call.

Local PSAPs are allowed, by CA Public Utilities Code 2892 (c ), to take wireless enhanced 9-1-1 calls directly when certain requirements are met and an agreement is made between the PSAP, California Highway Patrol (CHP), and the State 9-1-1 Office. PSAPs are not required to take these calls. If they do not take calls directly, the CHP will continue to receive the calls and transfer them to the PSAP as necessary. County Coordinators are encouraged to recommend that PSAPs take calls directly to minimize the number of transfers and improve call answer times.

9-1-1 is the nationally recognized emergency number. The use and advertisement of 10-digit emergency numbers in place of accepting Wireless 9-1-1 calls directly is highly discouraged.

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Three Phases of Wireless 9-1-1

There are 3 phases that are referred to in implementing Wireless 9-1-1. The State 9-1-1 Office has elected to deploy direct Phase II to PSAPs. Wireless Service Providers in California may not deploy Phase 0 or Phase I and then request to upgrade to Phase II. Any exceptions shall be discussed with the County Coordinator and the State 9-1-1 Office.

Phase 0

The most basic of these, called Wireless Phase 0, simply means that, when someone dials 9-1-1 from a cell phone, a call taker at a CHP dispatch center answers. The call taker does not receive any information other than what the caller can provide. Due to California Wireless deployments, Phase 0 calls are very rare.

Phase I

Wireless Phase I was the first step in providing better emergency response service to wireless 9-1-1 callers. When Phase I has been implemented, a wireless 9-1-1 call will come into the PSAP with the wireless phone callback number along with the tower location. The callback number is always important in the event the cell phone call is dropped; it allows PSAP employees to work with the wireless company to identify the wireless subscriber; however, Phase I does not provide the location of emergency victims or callers.

Phase II

Wireless Phase II provides call takers with both the caller's wireless phone number and their approximate location information in the form of latitude and longitude. Call takers need to take into consideration the meters and percent shown on the ALI screen when determining a caller’s location. To locate wireless 9-1-1 callers, Phase II must have been implemented in the area by local PSAPs and wireless carriers and the caller must have a phone capable of transmitting the location information.

Phase II Deployment

How to know if PSAPs are ready for deployment

CPE must be Format04/Multi-steering.

CAD must be able to accept format04.

CPE must have the rebid/retransmit capability.

Work with LEC to determine if existing star codes for fire transfers can be used.

Suggest to PSAP they have a wireless standard operating procedure (SOP) for call handling.

Familiarize dispatchers with wireless ALI and call handling

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Initial steps for PSAP deployment:

Encourage the PSAP Managers to contact the State 9-1-1 Office and other previously deployed PSAPs to discuss call volume increases and staffing concerns.

• PSAP sends Letter of Agency to the State 9-1-1 Office that they will accept wireless calls

• State then sends out a Request for Service package which includes carrier letters to the PSAP for signature

• PSAP returns entire package to CHP for signature

• CHP signs and forwards to the State 9-1-1 Office

• The State 9-1-1 Office prepares deployment packages and notifies WSPs. The WSPs must deploy within 6 months or request a waiver.

During the pre-deployment process, PSAPs may receive questionnaires from the database providers (Intrado, TCS). These questionnaires often request information that the PSAP personnel may not know. The forms are not critical for deployment and at the discretion of the PSAP may be completed with as much information as possible.

For additional wireless information see: http://www.cio.ca.gov/PSCO/Services/911/we911.htm

County Coordinator Wireless Responsibility

The Wireless Coordinator role started out as a regional position responsible for checking jurisdictional boundary maps, organizing routing meetings, building the wireless MSAG, checking status of trunk lines with the State 9-1-1 Office Wireless Coordinator, and coordinating testing. As the deployments progressed, responsibilities transitioned from regional coordinators to the County Coordinators. The County Coordinator should do the following:

Assist the PSAP with the process to be able to take Wireless 9-1-1 calls.

Contact the State 911 Office for wireless ESN assignments for each PSAP requesting deployment.

Establish the wireless MSAG using California Wireless Critical Data template. See Appendix E – Wireless and VoIP.

For wireless issues, Intrado and/or TCS will be your point of contact. The wireless service providers will contract with Intrado or TCS (3rd party vendor) to manage deployment responsibilities including mapping, deployment, etc.

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The State 911 Office should notify the County Coordinator when deployment letters have been sent to WSPs. The County Coordinator should stay in contact with the PSAPs to confirm the deployment process has been initiated.

The County Coordinator will be contacted by Intrado or TCS when maps are ready for PSAP and CHP approval.

Coordinate a mapping meeting with the CHP and the PSAP to establish sector/tower routing. This can be either face to face or electronically, whichever best suits your situation. Routing sheets, also known as Test Validation Worksheets or TVWs, that are submitted electronically will use an electronic signature.

CHP will work with the County Coordinator to establish routing. CHP is responsible for returning final approved routing sheets to Intrado/TCS.

Intrado/TCS will notify the County Coordinator of how many days will be needed for testing.

Discuss deployment dates, times and the overall process with the PSAP.

o The deployment timeline will depend on the number of sectors.

o Determine the time that the PSAP can staff to accommodate testing.

o The PSAP has final authority on the testing schedule. Testing may be canceled at any time for any reason.

During deployment discussions, the County Coordinator may request additional drive testers to shorten testing time line.

It is highly recommended that the County Coordinator is on premises for first WSP deployment and to monitor the conference bridge during any additional deployments to offer assistance.

It is highly recommended that the CPE technician be available at the PSAP during initial wireless deployment to address any equipment issues.

Confirm that the WSP has arranged LEC support for each deployment to aid with translation or call routing issues that may occur.

What to expect during deployment

A conference bridge will be established by Intrado/TCS for all parties involved with deployment This includes the LEC, Intrado/TCS, Field Testers, and the County Coordinator. The PSAP may join if desired.

A drive tester (provided by Intrado/TCS) will generate test calls from all sectors reflected on the approved routing sheet (TVW).

o The tester should immediately identify each call as a test.

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o WSPs all use different technologies (examples are TDMA, CDMA, IDEN, GSM, UMTS.) and therefore must test each of the technologies available on a particular site.

o Expect moderate to long periods between test calls to allow for the drive tester to move from one tower to another.

The drive tester should ask the PSAP to verify the following information from the ALI (see Appendix E for ALI display):

o Call Back Number

o Address of tower

o Pseudo ANI (PANI)

o That the call routed to correct PSAP

o Sector directional

o Class of Service (COS)

o Rebid/Retransmit

o NENA ID

o WSP 1-800 number

o Community Name

Note: Various WSPs handle this process differently.

It is strongly recommended that the PSAP do the following:

o Verify that ALI screen is formatted correctly.

o If PSAP has mapping, verify that latitude and longitude plot correctly.

o PSAPs should test their ability to transfer calls via the 9-1-1 network using star codes to other agencies (CHP, fire dispatch, etc.) and confirm that complete ALI is being received.

o PSAPs should attempt a rebid that may cause class of service, latitude/longitude, and meters and percent to change.

o Non-initialized phones (not assigned a carrier) will also be tested. PSAPs should usually see an area code of 911 displayed on these types of calls.

o It is not uncommon for Intrado/TCS to shut down the conference call bridge after the first few calls have been verified to route to the proper PSAP. If you wish, insist that

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the bridge stay open. It is also not uncommon for the bridge to be used by the WSP simultaneously for multiple deployments in the state.

o Educate call takers on proper use of toll-free WSP telephone number that appears on the ALI screen. This telephone number is used in exigent circumstances to obtain subscriber information from the WSP. Most WSPs require a form to be completed and faxed to them. Samples of these forms can be found in Appendix B – Forms and Examples.

What to expect post deployment

PSAPs may contact the County Coordinator concerning the following:

o Misroutes should be referred to the County Coordinator who will involve Intrado or TCS, depending on the WSP, as needed.

o Incorrect address information of cell site displayed on ALI screen. Corrections should be referred by the County Coordinator or PSAP to Intrado or TCS, depending on the WSP.

o Functionality or technical issues – handle on a case-by-case basis.

Post-deployment packages should be provided by each WSP after each PSAP completes testing. Packages include contact information, procedures of that WSP, and other helpful information.

All WSPs will conduct maintenance activities following initial deployment. Examples of activities include redirecting a sector, adding a tower, changes in the network, and changes in designations of towers or sectors. Some of these activities will require routing sheet approvals and/or test calls to PSAPs. The County Coordinator will schedule testing as needed. This may be a pre-established schedule or a case-by-case test at the discretion of the County Coordinator in consultation with the PSAP and WSP.

A sample of a pre-established schedule can be found in Appendix E – Wireless and VoIP.

Other

In 2008 it was determined that a change was needed to more efficiently route wireless calls in California. The State 9-1-1 office contracted with an independent vendor to evaluate Phase II wireless call data. This endeavor is known as the RED (Routing on Empirical Data) Project. Any questions regarding this project should be directed to the State E9-1-1 Project Coordinator.

GIS Funding - The State 9-1-1 Office provides one-time GIS funding for PSAPs that commit to answer Wireless 9-1-1 calls directly. Information on requirements and the process to obtain funding can be found at:

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http://www.cio.ca.gov/PSCO/Forms/default.htm under “GIS Spending Plan Guide”.

Challenges for PSAPs

Non-initialized telephones

Non-initialized wireless telephones are telephones that are not registered for service with any Wireless Service provider. Because carriers generally do not assign a dialable number to a handset until a customer enters into a service contract, a non-initialized telephone lacks a dialable telephone number. Examples of these types of telephones include “9-1-1 only” telephones as well as unsubscribed cellular telephones distributed by donation programs to at-need individuals. They also include old telephones that may be provided to children as a toy.

ANI will be received as (911) NXX-XXXX or (000) NXX-XXXX and cannot be called back.

WSP information shown on the ALI screen only indicates the owner of the tower. That WSP will not be able to provide subscriber information for the caller.

9-1-1 abuse

A harassing/repeat wireless caller is defined as a person who maliciously places more than 100 harassing/repeat wireless calls to a PSAP. Callers misusing or abusing the 9-1-1 system with a wireless phone are more difficult for the PSAP to identify and locate and, consequently, more difficult to take action to address. PSAPS have a variety of resources they may use to resolve these situations. In order to collect statistics on active and previous harassing/repeat callers, the State 9-1-1 Office requests that County Coordinators collect specific information on calls and send it to them. An Excel spreadsheet to assist with this can be found in Appendix E.

Pre-paid wireless telephone service

Wireless pre-paid phones are available at many stores. If no minutes are available, the phone can still be used to call 9-1-1. Pre-paid phones will often retain the telephone number and provide good location data even if there are no minutes available, however, subscriber data is often unavailable or unreliable.

911 may appear as the NPA (area code) when:

A 9-1-1 call is made from a Non-initialized telephone

A telephone is roaming on another carrier’s network.

Loss of connectivity to the service provider’s tower occurs. For example, if the subscriber is driving through a tunnel and loses the connectivity, the 9-1-1 call might still be delivered to the PSAP but may not have the associated call-back number or location information.

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International telephone numbers

In most cases, International telephone numbers are longer than 10-digits and the 9-1-1 CPE at the PSAP can only accept 10 digits. This results in only a portion of the telephone number appearing on the ALI screen which may look like a standard (NPA) NXX-XXXX. There is no way for a call taker to identify the telephone as an international caller.

Satellite telephones

Satellite telephones with 9-1-1 capability will normally be answered by a third party call center. The call center will then forward the caller to the PSAP, probably via PSTN.

Tip: There are known anomalies that are not listed above. It is strongly suggested to participate in the monthly County Coordinator

conference calls to remain educated on the changes with wireless technology.

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Chapter 6

VoIP

VoIP

What is VoIP? .......................................................................................... 45 County Coordinator Responsibility .......................................................... 47 Deploying VoIP ........................................................................................ 49 Telematics ............................................................................................... 53 NGEN – Next Generation E9-1-1 Network .............................................. 53

NOTE: Changes in technology and procedures occur frequently with VoIP. This information may not be completely up-to-date.

What is VoIP?

Definitions and Acronyms:

Voice over Internet Protocol - A technology which allows the transmission of telephone calls over a data network like the Internet that can reach any telephone on the Public Switch Telephone Network (PSTN). VoIP technology can be either Static or Nomadic.

o Static VoIP service acts the same as wireline and the phone plugs into the wall at a particular address. Static VoIP users are unable to be mobile with their service. Cable companies, such as Cox Communications, Comcast, Time Warner and Charter, are examples of static VoIP providers. The class of service for static VoIP calls is the same as for wireline.

o CLECs may partner with VoIP service providers to transmit their facility-based services using VoIP.

o Nomadic VoIP is much different. Users can easily use their service from any location where they can access high speed Internet. Vonage is an example of a nomadic VoIP service provider. The class of service for nomadic users will be VoIP. It is possible to route nomadic VoIP calls based on the MSAG but it is rarely used at this time.

The County Coordinator should be aware of the following Acronyms:

o VPC – VoIP Positioning Center

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o VSP – VoIP Service Provider

o ESGW – Emergency Services Gateway

o ESQK – Emergency Services Query Key (pANI)

Figure 6-1. VoIP Call Flow

Routing of VoIP 9-1-1 calls

Unlike wireless, it is mandatory for all primary PSAPs in California to accept VoIP calls. Preferably those calls route over E9-1-1 trunks, however, they may be delivered to a PSAP on a 10-digit line under certain circumstances. Transfers of calls on ten-digit numbers are initiated through VPC national call centers. Use of a 10-digit line occurs when:

Shape files have not been provided to the VPCs.

Address errors

Deployment not complete with a specific PSAP

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County Coordinator Responsibility

Confirm that the PSAP CPE is ready for VoIP deployment.

Send current information, including PSAP information, ESN, 10-digit telephone number, and shape files, to VoIPcommunications@dgs.ca.gov

Coordinate delivery of jurisdiction shape files including, at a minimum, ESNs to each VPC or verify what they have on file.

Landline ESNs are used for VoIP routing

Provide the VPCs with a 10-digit number for each PSAP for default call routing.

Suggest to PSAP that they have a VoIP Standard Operating Procedure (SOP) for call handling. See Appendix F – San Francisco’s VoIP SOP

Confirm with your Telco database representative that the VoIP MSAG has been built.

Educate the PSAP to always validate the address shown on the VoIP ALI. These are based on updates provided to the VoIP Service Provider (VSP) by the VoIP subscriber. The addresses may not be MSAG validated. If subscribers move their VoIP phone without updating their address information, PSAPs may receive calls from outside their jurisdiction with invalid address information.

Educate PSAPs about the difference between static and nomadic VoIP service.

Work with PSAPs with multiple ESNs to determine whether to deploy using multiple ESNs or route based on a single ESN for the area of coverage. To make a decision on what method would best fit your County and PSAPs needs, please contact the State 9-1-1 Office VoIP Project Manager.

Option 1) The best VoIP E9-1-1 Service (most comparable to landline for Multiple-ESN PSAPs)

• The goal of the VoIP deployment is to achieve the best “comparable E9-1-1” service of that of landline. Basically, this means routing to the proper PSAP, providing the V-ALI display, and using selective transfers at the PSAP for quick response. In order to accomplish this level of service, it is necessary for the VPCs (database providers) to have shape files (electronic maps) of PSAP ESN jurisdictions. Also, this will require the County Coordinator to send updates to the VPCs whenever there is an ESN update.

• Action for County Coordinators: If there are any shape files for the Multiple-ESN PSAPs detailed to the ESN level, then please provide them to all three VPCs

• Special note: It may be possible for PSAPs with very few ESNs (6 or fewer) and the ESNs do not change frequently (less than 3 times per year) to work with

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VPCs to develop accuracy for their shape files. However, if option 2 below is acceptable for your PSAP then the State 9-1-1 Office proposes moving ahead with deployments using a Single ESN.

Option 2) A little less VoIP E9-1-1 Service (using a single ESN for Multiple-ESN PSAPs)

• If a Multiple-ESN PSAP does not have shape files, or have frequently changing ESNs, or have more than 7 ESNs, the State 9-1-1 Office proposes to deploy VoIP E9-1-1 calls by using a single ESN (similar to wireless). The advantages of using a single ESN: 1) will route the call to the proper PSAP, 2) V-ALI will be delivered (however without ELTs) , and 3) and hopefully reduce the number of default calls from Vonage in particular. The disadvantages of using single ESNs are: 1) not having Selective Transfer functionality causing more work for the dispatcher to manually determine where the call should go to, 2) require more speed dial programming, 3) no ELTs will display, and 4) defers the requirement for the VPCs to develop shape files with no motivation to do it.

• Action for County Coordinators: Call in the conference bridge or e-mail the list of Multi-ESN PSAPs that choose to receive their VoIP calls by a single ESN and identify the preferred ESN (or the State can choose it).

Option 3) Non- E9-1-1 VoIP Service (routing via emergency 10-digit number)

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Deploying VoIP

Figure 6-2. VoIP Deployment Flow Chart

How to know a PSAP is ready for VoIP deployment

Format 04 and multi steering are both required to allow query of the VPC database.

The PSAP’s CPE must be 10-digit ALI capable in order to receive calls through the 9-1-1 network. For further information, contact your LEC.

Shape Files

Shape files are a tool to depict ESN boundaries as an electronic map for a county. Shape files contain polygon shapes of jurisdictions, the PSAP name, and the appropriate ESN information. The 9-1-1 County Coordinator, or their designee, is responsible for confirming the accuracy of ESN assignments as depicted in a shape file. The County Coordinator is responsible for maintenance and updates of shape file layers as needed. For example, new ESNs, annexations that change ESNs, and changes to street centerlines would require updates to the shape files.

The State 9-1-1 Office shape file recommendations can be found in Appendix E – Wireless and VoIP Information or at: http://www.cio.ca.gov/PSCO/911/pdf/CAVoIPE9-1-1ShapeFileRecommendations.pdf

SINGLE ESN PSAPsMULTIPLE ESN PSAPs

FORMAT 04 at PSAP?

Verify shape jurisdiction w/VPC if necessary

VPCs obtain ESQK

LECs build shell records

VPC to Schedule 1 week advance noticewith County Coordinator

DEPLOY

Document issuein table

Recommend keep 10-digit until ready

YES

NO

YESNO

True single ESN?

PSAP OK w/limitation

w/manual transfers?

Send shape files to VPCs

Which single ESN?

Work w/VPCs to finalize and validate

Does PSAP have Shape files per ESN?

CA VoIP PSAP Deployment Flow Chart

4-12-2006

YESNO

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What to expect during deployment

Request that all VPCs schedule PSAP testing with the County Coordinator at least one week prior to the actual test date.

A conference bridge may be available for deployment if you request one through the VPC.

The VPC Tester generating calls will identify to the call taker that they are making test calls.

The tester should validate the following off the ALI

o Call Back Number

o Address, City and State

o COS [define]

o ESQK

o ESN

o VPC information with correct 800# or NENA ID

o Transfer the call to a secondary PSAP and have them verify that the ALI displays correctly

o English Language Translations (ELTs), also known as Tell Tales, may show as “VoIP Caller Verify Location”, with or without the VPC 1-800#, or standard landline tell tales with LAW/FIRE/EMS agency showing. For clarification of which display a PSAP will see, look on the deployment list from the State 9-1-1 Office or contact the LEC.

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Figure 6-3. Samples of VoIP ALI displays

(760) 260-

3026 15:09 04/14

2824 SALTON

VISTA DR

JUL CA 311

VOIP

ANDERSON RANDY

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o Latitude/Longitude, meters, and percent will not be provided on VoIP calls.

It is advised that the County Coordinator be at the PSAP if possible to determine if a complete and accurate ALI is being delivered to the PSAP by the VPC. If the County Coordinator monitors remotely, confirm with the PSAP that the ALI is being populated accurately.

Shell Records

A shell record is the (ESQK or ESRK) TN in the wireline ALI database, not the MSAG*. The shell record is created to support the selective routing of the pseudo ANIs (ESRKs for Wireless and ESQKs for VoIP). The ALI provider assign ranges of ESQKs and ESRKs and provisions them to the shell record in the ALI database. You typically see NPA-211-XXXX for VoIP and NPA-511-XXXX for Wireless. In addition to the shell record, a special MSAG record is built for each PSAP’s VoIP and Wireless ESNs. Both the shell record and MSAG record are needed to retrieve ALI information via external 3rd Party Database providers for either Wireless(1) or VoIP(2) E911calls using the NCAS method.

Note: "MSAG" is very often misused as meaning the ALI database.

(1) For Wireless, County Coordinators build the Wireless MSAG records and the ALI provider builds the Wireless ESRK Shell Records. The ALI Providers (AT&T and Verizon) share data between each other to make sure the ESRKs are loaded in both ALI databases.

(2) For VoIP, the ALI provider builds both the VoIP MSAG Record and the VoIP ESQK Shell Record. The ALI Provider serving the PSAP is responsible for building the records and provisioning the ESQKs. The ALI Providers (AT&T and Verizon) share data between each other to make sure the ESQKs are loaded in both ALI databases.

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Telematics

Telematics refers to the use of Global Positioning System (GPS) technology integrated with computers and mobile communications technology in vehicles. Telematics most often interact with 9-1-1 through service providers like OnStar, ATX and Hughes.

Telematics providers contract with VPCs like TCS to use VoIP technology to deliver calls to PSAPs via 9-1-1 trunks. Telematics emergency calls are delivered on 9-1-1 trunks to those PSAPs that have deployed with VoIP call routing. Currently, ALI delivered with a telematics call includes latitude/longitude information. The standard TLMA ALI display can be found at: http://www.cio.ca.gov/PSCO/911/pdf/TELEMATICSALITypicalDisplay.pdf

Figure 6-4. Sample Telematics ALI display

In case of a misroute, use the VPC information provided on ALI display.

Contact VPC for subscriber info/exigent circumstances

NGEN – NEXT GENERATION E9-1-1 NETWORK

NGEN Defined.

The Next Generation E9-1-1 Network (NGEN) is defined as the following :

• A 9-1-1 system that is able to adapt rapidly to new technology and support new communications devices.

• Enable end to end IP based E9-1-1 design, supporting VoIP originated call delivery, and the transition of current wireline and wireless service providers to IP interface

408582110136 25 16:01:1

3 C06 16:01:17 D06 16:0

7:43 16:07:45

(866) 866-

5006 16:01 02/01

ID #

VEHICLE EMER CALL CA 31

7 TLMA

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technology. Support IP mobility users and all capabilities of i2 deployment [see glossary]. Utilize extended capabilities of IP to provide location and other information with the call, as well as other sub-sets of relevant data.

NENA NGEN Future Models

The NENA Future Models envision use of IP networks, anticipate additional call and/or data originators, anticipate additional call and data recipients, envision use of private networks, envision portals to VPNs, and are working toward an integrated solution that must be a “top down” plan.

CA 9-1-1 Office NGEN Project.

The State 9-1-1 Office project objective for NGEN states “along with industry experts will deploy a Next Generation E9-1-1 Network (NGEN) for public safety in the State of California to manage the increasing demand of 9-1-1 wireless calls and telematics information to the public safety answering points (PSAPs).” For further information please see the NGEN home page at:

http://www.cio.ca.gov/PSCO/Services/911/NGEN.htm