ng911 collaborative call routing as presented to alberta e911 advisory association

Next Generation Emergency ServicesIntelligent Routing and Multi-Modal Emergency Communications

Mark J. Fletcher, ENPChief Architect Avaya Public Safety Solutions

© 2012 Avaya Inc. All rights reserved. 22

Level Set on Current State

Voice call routing is static and based on limited variables:

– ANI -> Location

– Class of Service

– Customer / Account Information

The existing 9-1-1 infrastructure is built around these three basic components

Phones

ANI/ALI

Class of Service

Account Info

9-1-1


What’s the Future State?

Additional Information available with incidents

– Location Information

– Floor Plans

– Multimedia

– Video Feeds

– Environmental Data

– Smart Building

Workgroups are currently in motion defining structure and capabilities

ControlRoom

EnterpriseNetwork

EnterpriseUser


The 9-1-1 Network Model Today

• Assumes Phone Number = Location• Simple Architecture

Analog technology based on fixed endpoints

• Static Locations• Predictable MAC work


The User Reality Today

PSAP

E9-1-1Selective

Router

PSAP

PSAP

MSAG

PS-ALIALI

PSTN

• Telephone Number < > Location• Complex Network Topology

• Users are Nomadic• Mobility is often unpredictable

IP technology based on MOBILITY


Where we need to go today


2011 – NENA i3 Delivers 9-1-1 Calls to PSAPs with PIDF-LO via ESINet

Call Taker

E9-1-1 Tandem

Emergency Caller MSAG

Call Taker

Call Taker

ANI

ALI

Managed IP Network Emergency Services IP

Network (ESINet)

• User dials 9-1-1• Device or Originating Network sends PIDF-LO in the SIP INVITE• Network elements and PSAP read this Location Object packet and

provide call routing and treatment• E9-1-1 Session can have multimedia added if requested

• ANI/ALI Databases and CAMA become irrelevant at this point


Why Move to Next-Generation 9-1-1?

Increase Capabilities Reduce and Control Cost Increase Capacity

Drivers

More STUFF – Less COST



GIS/Map & CAD Integration Geo-spatial call routing (location) SMS, Real-Time-Text and media (video, images) SIP (NENA i3 compliance)

Capabilities

Cool STUFF – Less TIME



PSAP Consolidations SaaS Offerings (Hosted NG PSAP) Leveraging Existing Investment

Costs

Less COST – More STAFF


SMSMMS

SessionRecording

LanguageLine

PoisonControl

SocialServices

CALLER

9-1-1

DATA

AdditionalData

NENA 08-003Section 5.7 Bridging

PC3: Persistent Contextual Collaborative Conferencing


NENA i3 Collaborative Conferencing

ESInet Host Data Exchange

Multi-MediaPC3 Bridge





1

2

3

4

5

Persistent Data

Automatic Crash Notification

1. Vehicle involved in an accident

2. OnStar sends 9-1-1 Provider vehicle telemetry data

3. PSAP establishes conference with appropriate agencies and resources

4. Data is analyzed

5. Trauma resources are readied in advance

• Intelligent Data – Intelligent Devices• Intelligent Network – Proactive Management• Intelligent Routing – Situational Awareness• Intelligent Delivery – Work Flow Assignment



1

2

3

4

5

Persistent Data

Callers with disabilities

1. Caller initiates Total Conversation call for assistance

2. Carrier connects caller to Public Safety network

3. PSAP establishes conference with Video Remote Interpreter

4. VRI is added via split screen video

5. Recording and logging from ALL parties

• Intelligent Data – Intelligent Devices• Intelligent Network – Proactive Management• Intelligent Routing – Situational Awareness• Intelligent Delivery – Work Flow Assignment



ESInet

Backbone of NG9-1-1

High Availability RedundantMetro Ethernet / MPLS

E9-1-1 TandemLEGACY NETWORK

MSAG ANIALI

ESRP

Call Routing (ECRF)Location Validation (LVF)

NG9-1-1 Data Services

DataGIS

SelectiveRouter

Legacy NetworkGateway

Legacy PSAPGateway


Summary

Current and Emerging Technologies can enhance public safety TODAY

Routing of Information becoming the critical capability in a PSAP

Demographics and Behaviors are Changing


Avaya’s Vision and Strategy for Citizen Experience Management


Jay RobertsThe expensive new Onyx guitar that I bought at Midwest just last week is already warped!

May 6 at 10:32am Like Comment

Midwest Hey Jay, we’re sorry we hit a low note with you. We’d like to help, please click http://bit.ly/iMRgWZ to connect with us live. Thank you!

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Mobile Social

Video Digital

Manage multiple calls, just like in the

office

Quickly find all

your contacts

Set presence

information

Select communication

modes

Manage contacts, call log & IMs

Launch email from history or

contact fan

Context Driven

The Changing Citizen Communication Landscape

http://bit.ly/iMRgWZ

© 2012 Avaya Inc. All rights reserved. 19©2010. All rights reserved.Avaya Confidential

Workforce Optimization

19

Citizen

EMAIL

Self Service Management & Administration

IM

GovernmentApplications

Public Safety

ExpertAssist Expert

Assist ExpertAssist

Avaya AuraTM Citizen Interaction SuiteSolution & Promise

Avaya Flare

User Experience

AvayaAura CC

http://images.google.com/imgres?imgurl=http://www.clker.com/cliparts/0/f/c/2/1195445181899094722molumen_phone_icon.svg.med.png&imgrefurl=http://www.clker.com/clipart-12243.html&usg=__a1YqNyZp2tXi8iHFQ1P0Zk2dRYc=&h=297&w=297&sz=14&hl=en&start=179&itbs=1&tbnid=1t5zVrxkONAgPM:&tbnh=116&tbnw=116&prev=/images?q=phone&gbv=2&ndsp=20&hl=en&sa=N&start=160


Smartphone to Agency - Intent and Context

Context with interaction– Up to now: ANI, collected digits

– Now via mobile device:– Branded Application Data– Social Media profile– Application history– Camera – Photos– Microphone – recordings– Geo-Location coordinates– Device information– Profile Information

confirmation from Verint that a co-resident Viewer/CAM for Gexel’s environment will be supported.


Proactive Outreach ManagerWhat is it? Integrated multichannel outbound solution

Why does it matter? Enables proactive outreach to citizens with rich,

relevant, multimedia interactive notification and alerts

Value and Differentiation Integrated inbound/outbound automation leveraging

Avaya Aura Experience portal as core platform Sends personalized Voice, SMS, E-mail notifications Powerful strategy builder to escalate between

automated voice, e-mail and SMS Extensive web services for rapid integration Based on the industry-leading VXML platform Lower overall costs of service and improved inbound

call volume management

Campaign+

Customer data

SIP

Proactive Outreach Manager

Live Agent(only as needed)

Voice

Text

E Mail

Today What’s Next On the Horizon

Proactive multichannel differentiation, efficiencies, cost reduction

Unified event based predictive dialing & multimedia notifications

Best-time-to-outreach customer strategies

DE

SIG

N

MA

NA

GE

ME

NT

INTERACTION

PERFORMANCE

EXPERIENCE


Avaya Speech Analytics 2.0 What is It? Speech search and analytics solution used by

Public Safety Analysts and OEM Directors to rapidly and efficiently analyze call recordings.

Why does it Matter? Gain key incident intelligence to drive response

efficiency, improve agency effectiveness; Improve citizen experience and satisfaction

Provides insight into agency performance and resource optimization.

Ensure policy and regulatory compliance.

Value and Differentiation Based on Phonetic technology, search and index directly on audio content Out-of-the box dashboards and reports for common call center KPIs.

Today What’s Next On the Horizon

Vendor agnostic reporting of key operational and business KPIs on call recordings.Simple, low effort deployment

Automation – “hands off” Integration – simple connectivityScale – complete data view

Real time actionable intelligence Real-time intervention capableIntegrated to overall customer experience analytics

DE

SIG

N

MA

NA

GE

ME

NTINTERACTION

EXPERIENCE


Avaya Presence in Public Safety

Avaya employees maintain active memberships with several industry organizations in the US and Europe

E9-1-1 & NG9-1-1 workgroup contributions including:

– NENA MLTS Model Legislation

– NENA NG9-1-1 ESI Network Design

– NENA NG9-1-1 Additional Data

– NENA NG9-1-1 Transition Plan

www.nena.org www.apcointl.org www.eena.org www.e911institute.org

http://www.smartbrief.com/nena

http://www.smartbrief.com/nena

http://www.eena.org/

http://www.eena.org/


How do we move the bar?

ng911 collaborative call routing as presented to alberta e911 advisory association

Technology

data additional data

media pc3 bridge

routing location sms

ng psap

network model

originating network

user reality today psap

bridging pc3