Posts about Enterprise deployments of 9-1-1 services in businesses, schools, and public facilities where Multi-Line telephone Systems are used to connect callers to the Public Switched Telephone Network (PSTN) and then 9-1-1 Public safety Answer Points (PSAPs).
Every year the IT industry has to come up with a new acronym for some new technology that technology writers expound upon. Clearly, the undisputed winner for 2016, has to be nothing other than, “IoT – the Internet of Things.”
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Forbes, an obvious reputable resource, defines IoT as, “connecting any device with an on and off switch to the Internet (and/or to each other)”, TechTarget basically agrees with Forbes, but puts their own spin by adding in animals or people as long as they have, “unique identifiers and the ability to transfer data over a network.” So, this means that my pet Bengal, Diego, could be an IoT device if he was on the net and by definition, I myself are an Internet of Thing device. That’s a scary thought.
Of course, for the real truth, we need to go to Wikipedia. Here we’ll find an answer that is somewhat in the middle, and in my opinion, correct. The great Wiki says the Internet of Things is, “the network of physical devices, vehicles, buildings and other items—embedded with electronics, software, sensors, actuators, and network connectivity that enable these objects to collect and exchange data.”
Taking a step back from all of this, looking at commonality in the definitions we find the following criteria making up IoT:
Assuming that basic premise is true and correct, what exactly does this mean for the enterprise IT professional? First and foremost, it means that anything and everything is going to be on the network. Initially this will create a massive drive towards IPv6, as a MAC address signifies the unique identifiers required in the basic networking communications architecture. One potential detour around the massive migration to IPv6 devices, would be to use a networking technology such as the Avaya Shortest Path Bridging fabric architecture to isolate islands of IPv4 devices, and segregate them from the public wide area network with an IPv6 to IPv4 Gateway device.
This is nothing new to IT professionals, and the construct has been used with public IP addresses versus private IP addresses in the past. Just think of how many consumer grade routers have been sold that handout 192.168.1.X addresses in our homes. Part of the job of the router is to segregate those IP addresses effectively hiding them from the WAN.
So we now know the devices are going to exist, and they’re going to show up on our networks. In fact, based on a recent report by research firm International Data Corporation (IDC), the spending on IoT in the U.S. alone is slated to grow at a 16.1% compound annual growth rate (CAGR) through 2019 reaching an estimated $357 billion, according to a recent article.
With these devices now present on our network, they need to be managed. We need to understand where they are, what they are, what data they’re consuming, and what data they’re creating. Imagine, if every light switch in your facility suddenly became an Ethernet connected temperature sensor, the microbursts of data that 1000 devices may produce, could potentially cause traffic contention for critical data required to run your business. So, while it would be very convenient to know ambient temperatures in each individual room, as well as the status of the ambient lighting, possibly combined with measurements of the lumens in the room, that information can’t conflict with the credit card transactions or other sensitive information required to keep the doors open and customers happy.
We already see this today, with video networks. They have replaced the coaxial based camera network with IP Cat6 cabling, but it remains a completely separate infrastructure with home runs back to the video head-end. Why not put the cameras on the network? “It won’t handle the multicast traffic from the cameras, and the overall network would suffer,” is the most common answer. With the right network topology and architecture, this is no longer true, Avaya Fabric solved this issue years ago, as proven at InterOp.
With potentially tens of thousands of devices now present on your network, security remains as a number one concern, but that concern is exacerbated by the sheer number of additional “touch points” to your networking infrastructure. For example, take the breach that retail giant Target experienced when their HVAC system was compromised. This gave hackers a convenient on-ramp to the network, where they proceeded to gain access to information that was assumed to be secure. While several failures in security can be attributed to this, the primary cause was the Layer 1 physical access entry point that was compromised.
Security is driving new fundamental functions that were considered a “nice to have” at one point in time. In order to manage this perfect storm of device influx into the network, as well as the number of BYOD devices appearing every day, network connectivity, especially wireless connectivity, cannot be taken for granted. Even the smallest enterprise will need to consider Identity Engine functionality within their network to manage devices that show up, both expected and unexpectedly, and be able to detect and mitigate any rogue device presence that is perceived as a potential threat. For example, even though Target was compromised through the HVAC system, shouldn’t the network have noticed the thermostats talking to the secure customer information databases? That abnormal traffic flow should have been detected, and the questionable device should have been moved into a Virtual Service ID where it was isolated from other areas on the network. This would’ve allowed human intervention and approval or denial of the communications.
An area that needs to be improved upon within the enterprise corporate network is the analytics applied to the network performance. Once again, functions that were considered a “nice-to-have” at one point in time, are now critical to day-to-day operations. The sheer number of devices, the amount of big data that’s being produced, and information from the identity management system all need to be examined, historically catalogued, and then referenced during future operations. If a device or process falls out of the normal scope, where a device starts generating traffic flows that are in excess of what they are expected to be generating, various thresholds are exceeded, the device or process is isolated, and human intervention is applied either stopping the device, or verifying its purpose and creating a new rule that allows the anticipated behavior.
I don’t believe there’s a single industry that is not affected by this new trend. Smartphones have become so ubiquitous; their level of connectivity has become persistent. As we roam around going about our daily business, we are constantly connecting, disconnecting, and reconnecting to various networks and hotspots. We often don’t pay attention to our online status, and honeypot phishing is at an all-time high. Like it or not, the devices we carry are part of the Internet of Things. Not only do the networks need to protect themselves from the multitude of devices touching them, consumers also need to be conscious of what their devices are touching!
“HEY! Get that network out of your mouth! You have no idea where it’s been!”
Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.
On February 22nd, 2012, President Obama signed H.R. 3630, also known as the Middle-Class Tax Relief and Job Creation Act of 2012 into law. In this Act, under Section 6504 -REQUIREMENTS FOR MULTILINE TELEPHONE SYSTEMS- it states explicitly that “[T]he Administrator of General Services, in conjunction with the Office, shall issue a report to Congress identifying the 911 capabilities of the multiline telephone system in use by all federal agencies in all federal buildings and properties.” The GSA, in addition to being the purchasing arm of the US Government, is the agency responsible for constructing, managing, and preserving government buildings by leasing and managing commercial real estate. According to their website, http://gsa.gov, the agency also promotes management best practices and efficient government operations through the development of government-wide policies, and their mission is “[T]o deliver the best value in real estate, acquisition, and technology services to government and the American people.” In total, they are responsible for nearly 10,000 federally owned or leased buildings, all of which would have been covered by the aforementioned GSA report that was required by Congress. It only seems logical that the US Government, a large Enterprise in itself, would have the same concerns that commercial businesses have with proper 911 access from Federal Buildings.
As of Saturday, June 18, 2016, that report remains 1308 days (three years and seven months) past due. The Act also required that no later than 90 days after the date of enactment, a notice is issued seeking comment from MLTS manufacturers on the feasibility of including within all systems manufactured mechanisms to provide sufficiently precise indications of a 911 callers location.
MLTS manufacturers have long since responded with features and functionality to address emergency calling from these types of systems systems, and most, if not all, contain the basic capabilities to deal with the situation, requiring add-on functionality for only the more complex environments. There still remains, however, a lack of awareness and in many cases these features are not properly configured or implemented. This simple lack of awareness leaves many government employees at risk. History has proven time and time again that this problem knows no boundaries affecting schools, businesses, hotels, and any other facility where a multi-line telephone system is used. While admittedly, surveying all 9,600 properties reportedly under the control of GSA, the mandate ordered in this Law was not to remediate the problem; the mandate was to produce a report on the scope and expanse on the problem.
It is only with the information from this report that the facts become well understood, and assessments of the risk can be made. If nothing else, awareness of the problem will be raised. Despite the current situation, has every new facility opened or upgraded in the past three years had this situation addressed? Likely not. The problem is well known, and documented, and to ignore it at this point is simply foolish and borderline egregious.
Case in point, the Federal Communications Commission headquarters building in Washington, DC itself was noncompliant and unable to dial 911 directly, as reported by FCC Commissioner Michael O’Reilly in his June 2, 2014, blog. Commissioner O’Reilly reported, “Our employees and any visitors must dial 9-911 to reach help in an emergency. I asked that the agency look into options for fixing this problem. Since then, we have learned how simple reprogramming our telephone system would be.” A short time later, Chairman Tom Wheeler ordered the system to be reprogrammed, and FCC staff are now able to dial 911 directly.
This glaring lack of compliance for basic emergency calling could have been noted on a report issued by the GSA on multiline telephone system capabilities for emergency calling, had they produced one. But unfortunately, they did not, and as of this point that report is more than a year and a half overdue. How many other buildings suffer this same ailment? Likely many if history in the Enterprise space is any indicator.
On March 11, 2015, FCC Commissioner Ajit Pai sent a letter to acting GSA Administrator Denise Turner Roth asking about the status of this report directly requested by Congress, and as part of the Law enacted with HR 3630. At the time the letter was sent, the report was 843 days overdue, yet to this date, there has been nothing but silence from the GSA. One has to wonder, if we need to wait for another tragedy to occur, and an innocent life lost before we recognize this simple problem and address it? The other burning questions are; Why is the GSA withholding this information? Have they done any work at all in the past 3 1/2 years? Are they worried that they are so out of compliance that a considerable expense would be required to correct the issue?
If the GSA is responsible for facilities and the technology, I am sure this also includes maintenance coverage for ‘break-fix’ matters that come up from time to time. I will offer the point of view that if my phone system will not dial 911 effectively and report the proper information to local emergency services personnel, then that system is broken, and should be fixed. We can no longer ignore this critical life safety issue. Additionally, how bold do you have to be to ignore a formal request by an FCC Commissioner? Obviously, brave enough to also overlook a mandated order by the U.S. Congress, as designated by Federal law.
One also has to wonder, where is the US GAO in all of this? This independent, nonpartisan agency works for Congress and is often called the “congressional watchdog,” part of their job is to investigate how the federal government spends taxpayer dollars. If MLTS systems were purchased, and not able to dial 911, I would imagine that could be argued as a point of dispute, between the US Government and the supplier. At least for any system purchased and installed after Congress passed the bill and it became law.
Who’s shoulders does this fall on? According to their web page, the head of GAO, the Comptroller General of the United States, is appointed to a 15-year term by the President from a slate of candidates Congress proposes. Gene L. Dodaro became the eighth Comptroller General of the United States and head of the U.S. Government Accountability Office (GAO) on December 22, 2010, when he was confirmed by the United States Senate. He was nominated by President Obama in September of 2010 from a list of candidates selected by a bipartisan, bicameral congressional commission. He had been serving as Acting Comptroller General since March of 2008.
If the GAO is the “Congressional watchdog”, shouldn’t they look into this issue? I believe so. Transparency, openly ignoring authority, and failure to perform tasks that are legally obligated seems to be something that would be right in their wheelhouse.
Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.
It was a comfortable Spring afternoon when Hank landed at the Reagan National Airport. He was not there to see the sights, or take one of the many tours of our national treasures. Hank was there for a much more important reason, to honor the legacy of his daughter, Kari Rene Hunt, and the meaning that her life has recently become. Just 865 days earlier, after the tragic murder of his daughter in a Texas hotel room where his granddaughter was unable to directly dial 911 because the MLTS phone system required a 9 before any outside call, Hank was getting ready to tell his story to the Congressional Energy and Commerce Subcommittee on Communications and Technology. Just last year in December 2015, Hank’s Congressman, Representative Louis Gohmert (R-TX-1) sponsored H.R.-4167 (Kari’s Law Act of 2015) in the House of Representatives, and it was referred to theSubcommittee on Communications and Technology.
Many that claim that emergency calling from an MLTS is not a huge problem. When Avaya first brought this issue to the FCC in an open letter to the FCC Chairman, the Honorable Tom Wheeler on December 27, 2013, with a cc: to Commissioner Mignon Clyburn, Commissioner Jessica Rosenworcel, Commissioner Ajit Pai, and Commissioner Michael O’Reilly.
It was this letter, and the companion tweet on Social Media that caught the eye of FCC Commissioner Ajit Pai, resulting in an initial meeting with the Commissioner and his staff in January 2014. As most people are when they first hear the story, the Commissioner was astonished at the claim that many businesses, schools, and most hotels could not access 911 directly from the telephones deployed. To validate our claims, the Commissioner launched an inquiry to the top 10 hotel chains in the United States asking them these 5 specific questions about their emergency calling environment:
At the NENA 911 goes to Washington conference in Washington DC in March 2014, Commissioner Pai reported the results of those inquiries, which were as follows:
While much progress has been made, as the fix for this problem is inherent in most modern MLTS/PBX systems today, the problem is still widespread. In fact, at the Choice Hotels franchise Comfort Inn, in Alexandria, where Hank and I stayed in was not able to dial 911 directly from the rooms. Recognizing the manufacturer of the telephone console that the front desk, I knew that the system was capable of doing it, yet it was not programmed properly, a poignant reminder that, without legislation and an enforcement mechanism, voluntary compliance is likely not enough to provide a solution to the issue at hand.
To add insult to injury just outside of Hanks room a fire alarm station pull was mounted on the wall. The instructions advising, “IN CASE OF FIRE”, you should “Pull the fire alarm and Call Fire Department (DIALL 911)”, but I guess they forgot to add “just not from the telephone in your room”.
Editor’s Note:
By the way, up here in New Jersey, “Dial” is spelled with one “L” in it . . . just sayin’
While the subcommittee had seven public safety-related bills on the agenda for the day, they led off the witness testimony session with testimony from Hank.
Speaking in front of a large group is always a challenge. When that group contains only one or two people that you even know, it becomes even more challenging. It gets even worse when television cameras are trained on you; photographers are snapping away pictures, and the entire room is hanging on every word that you say. Despite this, Hank did an excellent job telling his story and making his point why the three basic tenants of Kari’s Law make sense.
These capabilities, coupled with the NENA model legislation that recommends reporting to the PSAP by building, floor and emergency response zone, a safe environment for any building can be established.
This model is functional, efficient, and most importantly, affordable. It does not require a unique telephone number on each telephone device with an Automatic Location Information database record associated along with it, incurring monthly costs. This solution provides public safety with the information needed; when they need it. For larger more complex enterprise deployments, these solutions are completely in line with the NENA i3 Next Generation 911 Framework. This framework allows networks to contribute real-time information such as floor plans, heat sensor information as well as information about the facility, such as the location of nearby fire equipment or AEDs.
Getting to the right facility is important, as noted in my recent blog discussing the role of ANI/ALI and additional data in Next Generation 911 network environments. But the additional data and situational awareness will provide detail to the incident that can save time and lives in faster and appropriate response.
In addition to the House bill introduced by Representative Gohmert, a companion bill S. 2553 was introduced in the Senate by US Senator Amy Klobuchar (D.-Minn), and US Senator Deb Fisher (R.-Neb.) along with Senators John Cornyn (R.-Texas), Ted Cruz (R.-Texas), and Brian Schatz (D-Hawaii). Senator Klobuchar is no stranger to 911. A former prosecutor and the co-chair of the Next Generation 9-1-1 Caucus. The NG911 Institute supports the Caucus, who last year awarded Hank with the “Carla Anderson – Heart of 9-1-1” Advocacy Award: Presented in memory of the Institute’s past Executive Director, Carla Anderson, who recently passed away. This award recognizes an individual or organization whose contribution to public safety mirrors the passion and commitment demonstrated by Carla for 9-1-1. Avaya graciously provided sponsorship for this award, and I had the extreme honor to present this to Hank at the 2015 Event in the Rayburn House Office Building.
Hank Hunt Commissioner Ajit Pai, Fletch
Fletch, Hank Hunt, Representative Louie Gohmert
Fletch, Senator Deb Fischer, Hank Hunt
Fletch, Hank Hunt, Senator John Cornyn
Fletch, Senator Amy Klobuchar, Hank Hunt
In an effort to raise awareness about MLTS/PBX 911 programming and compliance, and to support initiatives behind Kari’s law, Hank Hunt has created a 501 (c)3 Non-profit organization: The No Nine Needed Foundation, http://NoNineNeeded.com where you can follow the progress on the initiatives and make a donation to help support the cause.
The Change.Org Petition remains active at http://Change.Org/KarisLaw should you wish to add your name to the list of 550,000 supporters from around the world.
Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.
ANI is Automatic Number Identification. The ANI is a 10-digit Telephone Number (TN) associated with a device originating a 9-1-1 call. The ANI may be the actual number of a device, such as at your home; it may be a number that represents your Billing Telephone Number (BTN). This representation is often the case when calling from a business MLTS / PBX; it also may be called an Emergency Location Identification Number (ELIN), often used to indicate a more granular location within a business, especially in large campus or building environments.
ALI is Automatic Location Identification. The ALI information is the ‘911 call location data’ that is displayed to the 9-1-1 call taker on their computer display when answering 9-1-1 calls. The company designated as the State E911 provider provides the maintenance of the ALI database. As telephone numbers are installed, decommissioned, and moved from address to address, the carriers generate Service Order Interface records, and these are used to update the ALI database.
The format of the ALI records is defined by the National Emergency Number Association (NENA) and designates the size and order of the fields containing information such as Business Name, Apartment or Suite number, Street Address with Suffix and Prefix, City and State, as well as other fields of relevant information.
While several variants of the record format exist, all have a specific field used to populate the location information of a device. Depending on the ALI version in use in a particular area, these location fields only contain between 11 and 60 characters of information. For a telephone to have an ALI record associated with it, there must be a unique corresponding ANI or Telephone Number. It is this unique number requirement, and the monthly recurring charges from the LEC, that makes the use and management of this process for 9-1-1, both complex and costly. This leaves the level of detail as the remaining value of the information, also known as the “ALI Granularity” covered in detail below.
There continues to be considerable debate on ALI Granularity or the precision of the location information contained in the ALI record. For example, in our homes, and on our home telephone lines, the level of granularity is the address of your home. If you call from the bedroom, the living room, or the kitchen, the same address gets reported. The reason for this is because all of the telephone devices share a single phone line, and therefore a single telephone number with the 9-1-1 network. The telephone company uses your Caller ID as your ANI for billing purposes, and to decide what 9-1-1 center your call should be routed to. In the Emergency Network, this functionality is known as Selective Routing. When the call arrives at the PSAP, specialized equipment extracts the ANI and uses it to query a database housed by the Local Exchange Carrier for a matching ALI database record. This record contains the billing address, or ALI information, associated with that ANI. This is location information, commonly referred to as the Dispatchable Address, is used to dispatch particular units to the specific incident.
While most of us have homes that are single buildings at single address locations, the same is not always true for commercial MLTS PBX systems. For example, if you are in a corporate campus environment with multiple buildings, it is important to at least send a unique ANI telephone number for each building on the property. This allows the PSAP 9-1-1 call taker to best understand the address to give to 1st responders.
There are constant and considerably important discussions taking place amongst industry professionals regarding the level of detail of an address that is considered to be suitable for the dispatch of emergency services.While industry experts regularly debate the pluses and minuses of the various methods, these discussions often spark deep debates. 
Unfortunately, very little thought is given to those who have to actually perform the task of responding, and therefore, most evidence that is offered appears to be anecdotal at best and by those that have no real-life experience.
At one extreme, “Public Safety 1st responders must have the greatest level of detail on the location of the person calling 9-1-1” is claimed. At the other end, “You can’t get the Police Car, Fire Truck, any closer than the door”, is the counterpart argument. While there may be no one single correct answer to ALI granularity, as every building and the level of on-site services is unique, IT administrators responsible for developing the 9-1-1 response plan must consider the choices.
As the country moves to NG9-1-1 architectures, the obvious question is, “What happens to ANI/ALI Data in NG9-1-1?” Quite simply, it ultimately goes away.
The NENA i3 Functional Framework for a Next Generation 9-1-1 network provides a mechanism for the origination device or network to supply location related information in the SIP Message SETUP Header. Any Functional Element that can use this information has access to it, and therefore the need for ANI/ALI is eliminated.
Building a public safety plan for your enterprise should never be done in isolation. In addition to consulting with IT administrators, Human Resources, Facilities staff and Security personnel, local Public Safety is often forgotten in the process. The solution to this is knowing who to ask for, what to ask them, and educating them about your facility while they educate you about their job and their capabilities.
The new Gold Standard in Enterprise Emergency response Solutions is detailed Situational Awareness coupled with Emergency Response Locations (ERLs) as defined by the National Emergency Number Association (NENA). Identifying the location of the emergency to a reasonably defined area on a specific floor in a specific address, and then correlating that with on-site additional information, the response granularity concerns are addressed that satisfy the emergency first responders and the number of database records required is minimized to a level that does not waste precious financial resources on excessively granular information that is not relevant to the very people who are responding. While detailed location information such as Cube 2C-231 is very specific, the chances that an external first responder will have sufficient knowledge of the building and location of that designation are minimal. On the other hand, INTERNAL emergency response personnel need that level of detail in order to deliver prearrival care or assistance before public safety arrives on-scene, and are ready to lead the response team to the appropriate area.
9-1-1 in the Enterprise does not have to be complex, or expensive; if it is, you have likely have not addressed the problem, or invested in the wrong technology to solve the problem.
Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.
This post initially appeared on Hank Hunt’s Facebook Page. For those of you that are a regular reader of my Blog, then you understand the close bond I have with this family and the true tragedy that is behind the situation.
A little girl who was 9, a mandatory telephone dial-out prefix of 9, and new laws that are sweeping the nation, state by state and now at the Federal level. Many have said over the years that “Laws exist for when ethics fail”. Unfortunately, that remains true even today, as this problem persisted for so long until legislative pressure created change.
I can assure you that for Hank Hunt, every day starts and ends with thoughts of his daughter. For me it’s an inspiration, for him, well I cannot even begin to imagine what it is. What I can do for him, is provide his voice a platform to speak to others, to get them to stop and think, not just about technology, but about themselves and doing the right thing. Hank writes:
When turning on the nightly news or picking up the local paper what are you looking for
Sports scores?
Obituaries?
National news or local news?
Who do you rely on to bring you the news about your surroundings?
What if one Sunday morning you made your cup of coffee, settled down in your favorite quiet spot, opened your morning paper to see a front page, above the headline fold a photo of the man that murdered your daughter?
Would you read it?
Fold the paper up and throw it away?
Or would you sit frozen, unable to move, a pounding in your chest when the headline suggests that this person is the “inspiration” for a law that will save lives?
That was me.
I actually knew the story would be coming out, I did not know it would give him credit for “inspiring” an initiative to save lives that is supported by many people the world over.
I say it again, he was not the inspiration for my actions concerning Kari’s Law; a law named for my daughter who was murdered in the most horrific way by the man the paper lends credit to for “inspiring” it.
He had no contribution to society the time I knew him and he doesn’t to this day.
Some have said it was my daughter Kari that was the inspiration for Kari’s Law. The fact that she paid the ultimate price for legislation that bears her name doesn’t negate the fact that, weird as it is, she was not the inspiration for Kari’s Law.
The inspiration for Kari’s Law still looks at me with eyes full of wonder and sometimes sadness. She is an active 11-year-old trying to move ahead in her life without her parents.
Put yourself in an 11-year-old child’s place, a child that at 9 years old witnessed her father murder her mother and knowing that she followed the “rules” and the “rules” failed her.
Just a few hours after my daughter’s death this nine-year-old little girl sat on my lap in the lobby of a Police Station and looked at me with eyes that will forever be emblazoned in my mind. Eyes that asked why and eyes that squarely put the blame on myself and every other adult in the United States.
Eyes that said, “ I did what you taught me to do, what my Mother, my teacher, my grandparents, the Police and The Fireman told me to do but it didn’t work.
What do you think I said?
Nothing….. what could I say; she was right.
We don’t teach children to dial a “9” first on a Multi-Line Telephone System such as those found in a Hotel or Motel, an office building, a SCHOOL or anywhere a prefix number such as 9 or 8 or 7 are required for an “outside” line.
Those aren’t the only things required by some places. I stayed at a hotel in Waco Texas that required the person using the hotel room phone to dial 6821 in an emergency. Who would that call? Even if you had an emergency would your “lessons” from the past automatically make you stop, look at the phone and “Learn” how this phone reaches 911?If you’re reading this then you probably know the story and I need not bore you with the rest.
Now, it’s the adults who MUST fix the mess they have created. 911 should be 911. If it isn’t available on any phone, anywhere, anytime then the instruction should be removed from every Police car, Fire Truck and Ambulance.
www.change.org/KarisLaw
www.NoNineNeeded.com
My friends, there are a small handful of people in this world that truly impress and inspire me. I can tell you that Hank is close to the top of that list. No one would blame him if he crawled into a corner and cried away the rest of his time on Earth. Instead, he decided to promote change, make a difference, and most of all, DO THE RIGHT THING. I can tell you it is an honor and inspiration to know this man, and I appreciate all of the support that my friends have extended to him and his cause. For this, I can only say Thank You!.
Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.
Before Alexander Graham Bell invented the telephone, (June 2, 1875) public safety was served by town criers. A town crier would walk the streets of a town and cry out for help in emergency situations. In the 1950′s, independent telephone companies were very common in the United States. If you wanted the police, you dialed the police station. If you had a fire, you called the fire department. If you needed any emergency help, you dialed the individual you needed, or you could dial ” 0″ and get the operator. Then he or she would ring the persons you were calling for.
In 1958, Congress called for an universal emergency number. At this time, the President’s Commission of Law Enforcement and the F.C.C. started arguing over a single easy to remember number. This was due to the large volume of emergency calls going to telephone company operators. A person may be calling for emergency help while the operator was giving information on the number of Aunt Betsy in Louisiana or Uncle Charles in Oklahoma, which lead to delays in emergency responses. Telephone companies were facing the problem of how to separate emergencies from general business. For over ten years, the idea was discussed and argued about among the different agencies who wanted to receive the calls. Police said they should answer all calls, the Fire Department felt they were the better choice, some even felt the local hospital was the best answer.
According to a report in the Fayette, Alabama Times Record commemorating the 25th anniversary of the historic event, B.W. Gallagher, President of Alabama Telephone Company, said he was inspired by an article in the Wall Street Journal. He read that the president of AT&T and the FCC had announced that 911 would be the nationwide emergency number. Being a bit offended by the fact that the views of the independent telephone industry had been overlooked in this decision, Gallagher decided to make the Alabama Telephone Company the first to implement 9-1-1.
Gallagher consulted with Robert Fitzgerald, inside plant manager for the Alabama Telephone Company, who examined schematics of the company’s 27 exchanges. Fitzgerald chose Haleyville because its existing equipment was best suited to be quickly converted to receive 9-1-1 calls. Fitzgerald then designed the circuitry and installed the first 911 system in less than a week. Working with Fitzgerald to achieve this goal were technicians Pete Gosa, Jimmy White, Al Bush and Glenn Johnston.
In the early stages, the city fathers were skeptical of 9-1-1 calls being answered at the police station. They, like persons in Congress, were afraid that the city might not have the personnel qualified to answer “all out emergency calls.”
Haleyville, Alabama introduced the nation’s first 9-1-1 system, which was located at the police station. Alabama Speaker of the House, Rankin Fite, made the first call from another city hall room. It was answered by Congressman Tom Bevill on a bright red telephone located in the police department. Also on hand was Haleyville Mayor James Whitt, Public Service Commission President Eugene (Bull) Connor, and B. W. Gallagher.
So on February 16, 1968, the first 9-1-1 call was made:
Happy Birthday 9-1-1!
You’ve saved countless lives, including mine.
Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs
Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.
Punctuation is critical. Without a comma, an innocent child saying, “Let’s eat, Grandma!” is twisted into a questionable “Let’s Eat Grandma!”
AN AUDIO VERSION OF THIS BLOG IS AVAILABLE HERE:
While this internet meme has been going around for quite some time, just this last week I witnessed this identical lack of punctuation steering some of our valued customers in a direction of 9-1-1 remediation that was far more complex, and expensive, than what they were required to do; or what even made sense for their facility and specific situation.
Just after the NENA Model MLTS Legislation was published in 2008/2009, several states started their legislative process to implement legislation.
The legislative requirements that spelled out in Massachusetts 560 CMR 4.00 state:
The purpose of 560 CMR 4.00 is to establish regulations to carry out the provisions of Massachusetts General Legislature – Chapter 6A, §18J to require that, beginning July 1, 2009, any new or substantially renovated multi-line telephone system shall provide the same level of enhanced 911 service that is provided to others in the commonwealth.
There are a considerable number of definitions, which are often overlooked, but in reality define the embodiment of applicability, and this is where our customers were led astray. They were advised that section 4.04 of the law states:
4.04. Beginning July 1, 2009, each operator of a new or substantially renovated multi-line telephone system shall provide (1) a call back number; and (2) PSALI to the station level.
But they failed to advise the customer of two other important items; First the requirement of Callback to the ‘station level’ would seem to require a record for each and every station; however in the definitions section, Callback is clearly defined as being the station that called, OR: “[T]he number of a switchboard operator, attendant, or other designated onsite individual with the ability to direct emergency responders to the 911 caller’s location 24 hours a day, 7 days a weeks, 365 days a year.
The second issue is punctuation and the ‘period’ at the end of that sentence. It is actually a ‘semi-colon’ followed by the words, “; OR an ERL identifier.”, indicating that an Emergency Response Location zone is completely acceptable.
Zone Response to MLTS 9-1-1 was a concept introduced in October 2008 in the NENA 06-502 v1 Technical Information Document “Industry Common Mechanisms for MLTS E9-1-1 Caller Location Discovery and Reporting”.
It provides an appropriate level of granularity for Emergency Response when coupled with the Crisis Alert functionality or the enhanced On Site Notification functionality provided by DevConnect applications like SENTRY from Conveyant Systems. These solutions take all of the relevant additional data that exists about an emergency call event and correlates that information in an intelligent dashboard that internal first responders can utilize to formulate an appropriate response and coordinate with Police, Fire and Medical personnel that are also responding. Or the information can be put up on a display in the event the building is not manned.
By using an Over The Top delivery model on today’s network, or directly in-band on tomorrow’s NENA i3 compliant Next Generation 9-1-1 Emergency Services IP Network (ESINet), public safety will have all of the Big Data and the relevant information about an environment at their finger-tips facilitating faster emergency response, with the best possible resources. This isn’t the future, this is NOW, and we will be globally demonstrating it live as part of our Public Safety Solutions display at the 2016 Avaya Technology Forums in:
Bangkok, Thailand on February 25-26
Dubai, UAE on March 15 -17
Orlando, Florida on April 5 -7
Dublin, Ireland on May 10-13
ATF – A Smart Journey for your Digital Enterprise
We hope to see you at one of these great events!
Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.
While I take great pride in writing my own blog posts, I do read quite a bit, and I often run across great content that I am inclined to share a little further than the ‘SHARE’ button. When I see those certain nuggets, I invite them to reiterate their thoughts on my little island in the vast interwebs and share them with my, dare I say, friends. With that, I give you the BEST thing I STOLE this Christmas, and that is the RAVE Mobile Safety Top 5 List of Public Safety Events for 2015.
Originally published on Rave Mobile Safety’s Blog Site
It’s that time of year when we look back at the past year and forward to the next. To understand where we are going, it’s helpful to look at the road we’ve already traveled. In that spirit, here is a look back at the Top 5 Trends that had the biggest impact on Emergency communications in 2015.
Costly Failures
9-1-1 needs to work. This message was heard loud and clear by service providers when earlier this year, the FCC doled out fines totaling more than $20 million to Verizon Communications Inc., CenturyLink Inc. and Intrado Inc.. No technology is perfect, and occasionally issues happen, but the FCC’s aggressive response clearly showed that our public safety communication infrastructure needs not only redundancy at all steps but rigorous process and timely notification and visibility into corrective actions. As the industry moves to enhance networks, software and processes we can’t lose site of the difference between the cost of a consumer application not working and a public safety service not working. If an app “locks up”, a data connection drops, or a 10-digit call fails, we simply try again. We don’t really know or care why it didn’t work. It is simply a minor annoyance. It’s more than a minor annoyance when lives are at stake. 9-1-1 is different. It needs to work and we need to continue the process of continual improvement to build resiliency into the entire emergency call handling chain. It’s why we tell people to call 9-1-1 and not some other number.
Kari’s Law
While the tragic death of Kari Hunt Dunn was in 2013, 2015 was the year her impact on public safety was most felt. Starting with legislation in Suffolk County, Long Island, it spurred changes in the existing Illinois law, and new legislation in Maryland, Pennsylvania, and Texas where it came to the attention of Congressman Louie Gohmert who filed a Bill in the U.S. House of Representatives that would expand on the Texas law requiring direct dialing of 9-1-1 and on-site notification for multi-line telephone systems. The tireless work of the Hunt family and supporters like FCC Commissioner Pai and Avaya Public Safety Architect Mark Fletcher, ENP resulted in rapid action across the country. While the changes to the MLTS configurations are clearly needed, this event makes my Top 5 list because of the example set in turning a tragic event into trend to solve a “hidden” issue, resulting in untold lives saved in the future.
Location, Location, Location
I grew up with a mom who sold real estate. I can’t even count the number of times I’ve heard about how it is all about location. Well, that is true in 9-1-1 as well, and 2015 was the year the FCC took aggressive action to improve both visibility into the location information being provided to PSAPs as well as the quality of that data (especially indoors). In February 2015, The FCC issued enhanced locations standards. Following on the indoor location roadmap endorsed by NENA, APCO, and the 4 leading wireless carriers in late 2014, the rules drive improved location accuracy for indoor callers over the next 7 years. The carriers, the CTIA and ATIS took quick action in developing standards and moving aggressively towards improving location. While meeting the standards will take a mix of different technologies, an RFP has already been issued for the NEAD (National Emergency Address Database) which will provide location information on WiFi access points – a key part of the indoor location mix. While those of us in public safety always want things to move faster, the reality is that a national roll-out, of a public safety grade solution, done correctly, on the timeline required is an aggressive undertaking and I applaud the FCC for creating consensus and driving the process. Within a short time frame, we will begin to see vast improvements in indoor location accuracy delivered by the carriers to PSAPs.
FirstNet Drives Public Safety Investment
In December 2015, FirstNet’s board approved the Request for Proposal (RFP) to deploy the nationwide public safety broadband network (NPSBN) and directed management to take all necessary actions to release the RFP in early January. While this is clearly a huge step towards a first responder network, the work towards defining the NPSBN and the level of momentum sustained by FirstNet is why this made my list for 2015. A by-product of this effort is an increased level of interest and investment in public safety by both the venture capital community and established companies that have traditionally been active in tangential markets (e.g. federal, defense, health care). The level of innovation and resources brought by these companies can only serve to help improve the options we have available to us in providing better service and response to citizens.
Technology Adoption Marches On… and Into Public Safety
According to the CTIA, more than 47 percent of American homes use only cellphones, and 71 percent of people in their late 20s live in households with only cellphone. According to a 2015 Pew Research Center Study, “nearly three-quarters of teens have or have access to a smartphone and 30% have a basic phone, while just 12% of teens 13 to 17 say they have no cell phone of any type”. To improve service and offload the rapidly growing network traffic, the carriers have begun enabling WiFi calling on mobile devices (see this blog post for our WiFi calling to 9-1-1 testing results and implications). Well known to any parent, Pew also reports that Facebook remains the most used social media site among American teens ages 13 to 17 with 71% of all teens using the site, even as half of teens use Instagram and four-in-ten use Snapchat. So what does this mean for PSAPs?
Already nearly 10% of the country gets additional data on calls from Smart911, regions are rapidly rolling out NG9-1-1 to facilitate new call types, and despite the worries of many about getting swamped with text messages, texting-to-911 is becoming common place across PSAPs. Social media is also creeping its way into public safety with an increasing number of fusion centers and crime centers actively monitoring social media. As communication trends evolve, so too will our emergency communications capabilities.
CLOSING FROM FLETCH:
Thanks so much to the folks at RAVE. A very innovative company with an eye on the future providing support and fresh new ideas to PSAPs across the country as we all strive to push forward to the Next Generation of 9-1-1 services becomes a reality.
Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he provides the strategic roadmap and direction of Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, and is an active participant in EENA where he provides insight to State and Federal legislators globally driving forward best practices in both innovation and compliance.
The entire World is now Online
Many tools are available for monitoring social media conversations. However, you still need to sift through the thousands of posts provided by these listening engines to discern the really important conversations — ones that are actionable in a measurable way. Without such a capability today, you have a significant blind spot in your social media intelligence. Or, if you’re having your department manually review thousands of posts, you’re wasting valuable resources time. Avaya Social Media Manager addresses this challenge head-on. With it, you can connect seamlessly to social media channels detecting those social media conversations that directly relate to your agency, municipality, citizens and even local events.
You can filter, distill and analyze social media posts, identifying those that are most important to your agency, and most importantly, actionable.
With these capabilities, you reduce the risk of missing vital public posts and tweets. You maintain a more consistent omni-channel citizen experience through all public touch points — voice, e-mail, Web or video chat, and social media channels. You can identify new community relationship opportunities while measuring the impact of social media on your agency. Social Media Manager effectively becomes a focal point for all your social citizen interactions, helping you elevate the constituent experience, while automating the immediate identification of public relations opportunities.
Intelligent filtering and classifying
Social Media Manager applies customizable filters to social media mentions to eliminate spam, analyze mention relevancy and classify by language and other attributes such as sentiment. It also classifies social media mentions using social (external) or internal context, thereby providing a more complete picture of the public and a clearer understanding of how the social media contact is taking place:
In these ways, social media mentions are correlated with other information to give you a broader snapshot of the public user and a clearer understanding of context at the exact time you interact with them, enabling you to provide improved levels of service. Social Media Manager also allows you to link to other municipal applications to identify potential opportunities of interaction with each constituent. Based on this analysis and categorization, Social Media Manager routes the mention to the function within your agency or municipal government that is best equipped to respond, such as Department of Public Works, Parks and Recreation or Public Safety. With Social Media Manager, all these variables are handled automatically so that governments can respond quickly and with the appropriate specialist skill level and the right message.
