Avoiding the Pitfalls of Next Generation Communications Management and Recording

Transcription

1 Avoiding the Pitfalls of Next Generation Communications Management and Recording Eddie Williams, ENP Public Safety Development Manager, Replay Systems Mark Fletch Fletcher, ENP E911 Product Line Manager, Avaya Patrick Botz Director of Workforce Optimization, VPI Copyright Voice Print International, Inc. and Avaya Inc Photo by: Christian Johnson Various logos and trademarks held by their respective owners.

2 Today s Presenters Eddie Williams, ENP Public Safety Development Manager, Replay Systems Former Chief of Communications at the Alachua County Sheriff s Office Served as APCO Florida Chapter President from 2005 to 2007 Mark Fletch Fletcher, ENP E911 Product Line Manager, Avaya 26 years of telecommunications experience 16 with Avaya & Nortel Active member of NENA, APCO, and the NIST SAFECOM technical workgroups developing standards for the Next-Gen E911 solution NENA MLTS Technical Subcommittee Chairperson at Avaya. Patrick Botz Director of Workforce Optimization, VPI Helped 100 s of PSAPs capture and improve communications Active member of APCO and the NENA Next Generation Partner Program - instrumental in supporting VPI on the NG9-1-1 ICE 8 Planning Committee and helping develop the testing standards

3 Introduction to NG9-1-1 The importance of NG9-1-1 Today, You ll Learn Bridging the emergency communications gap Strategies for NG9-1-1 Transitioning to NG9-1-1 with solutions to effectively overcome geographic boundries and handle multimedia communications How to map NG9-1-1 into your priorities and build a roadmap for success Key Recording and Quality Assurance Considerations Questions and Answers Slides are available at:

4 Emergency Communications Today Civilian Population Growing Security Concerns Increasing Laws and Regulations Greater Citizen Demands Rapidly Evolving Technology PSAP Interoperability Next Generation Support for: VoIP / Hybrid Communications Images Video Text Messages Documents Automatic Crash Notification Quality Assurance & Ongoing Training Assure Protocols and Procedures are Followed Comply with Laws and Regulations Limit Liability Exposure Understand and Improve Soft Skills Increase Employee Retention Cost & Efficiency Pressures Consolidation Do More with Less Resources Automate Manual, Time Consuming Processes

5 What s Driving NG9-1-1? Currently Over 5 Billion Cellular Phones Worldwide 1 in 5 households rely exclusively on wireless communications. In many regions, penetration exceeds 100%, where there is more than one connection per person in the country. According to the FCC, seventy percent of calls come from mobile phones. Wireless Intelligence predicts six billion connections worldwide by the middle of Ben Wood, mobile phone analyst at CCS Insight was quoted saying: Now almost every adult, child and domestic pet seems to have one Hello 911? I really need to go out... Sources: BBC News - NENA - 5

6 What s Driving NG9-1-1? continued Most cell phones leased today are equipped with cameras and even full-motion video. 110 billion text messages are transmitted every month - roughly 14 per day per cellular customer. An estimated 20 million households now use voice-over the Internet services rather than Telco-supplied land lines. 20% of Americans would use Facebook or Twitter in time of crisis. 1 Telematics is here to stay. OnStar now has 4 million subscribers and the service is becoming standard in many new cars sold today. Hearing and speech impaired need alternate means of communication. 1. Source: 2010 American Red Cross Survey

7 Why We Need NG9-1-1? Next Generation is Already Here: National security concerns and crime rates have risen centers have minimal ability to inter-communicate and share data across county or state boundaries Latest VoIP, cellular and wireless consumer technologies enable fast information sharing potential to revolutionize emergency response by providing critical real-time, on-the-ground information. Today s legacy systems cannot deliver any of this information to centers Summarized by NENA: Simply put, the system has not kept up with technology and is badly in need of modernization.

8 What is NG9-1-1? NG9-1-1 is a System of Systems that play well together: Comprised of hardware, software, data and operational policies and procedures Provide standardized interfaces from call and message services Process all types of emergency calls Acquire and integrate data useful for call routing and handling Deliver the calls/messages/data to the appropriate PSAPs Support data and communications needs for coordinated incident response and management Provide a secure environment for emergency communications

9 Who is in Charge? National Emergency Number Association Technical, architectural, and operational components Association of Public-Safety Communications Officials Operational utility of technologies & education US Department of Transportation (DOT) FCC Funding the NG9-1-1 project s R&D initiative Proof of concept test completed in Sept 2008 Bringing into the 21st century is one of the FCC s key public safety priorities.

10 Vision of NG9-1-1 Architecture Source: Bill MacMurray, NENA Past President

11 Strategy and Solutions for NG9-1-1 The Session Initiation Protocol Revolution 11

12 First a little History... The US E911 Network was built for a much simpler time Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 12

13 Today s E9-1-1 Infrastructure was built for yesterday s hardwired technology in mind Devices were not smart or enabled Single device per user Call me back, I m at Numbers were always directly related to location Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 15

14 Today s User has different technology in mind Devices are extremely smart & enabled Multiple devices per user Numbers rarely relate to location Image: Maggie Smith Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 18

15 The Old and the New.. Technology and Perception is Evolving Yesterday Today Tomorrow Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 19

16 The Evolution of the Network Today's Model Tomorrow s NG Solution PC 3 Persistent Contextual Collaborative Conferencing Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

17 Tomorrow s NG Solution PC 3 Persistent Contextual Collaborative Conferencing Emergency caller Multi-Channel Service Geospatial Info Resources Brought to the Comm Session Call treatment Chat Media Anchoring Caller Context* call taker Recording Expert and Supervisor Assist Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 22

18 The Next Generation Contact Center Is About Experience Management Immerse the Agent into the Experience Improved First Response Resolution Improved Public Satisfaction Manage, Learn, Apply Bring Full Context to Every Session Orchestrate the Experience Improved Agility and Proactive response to a changing environment Connect & Open the Enterprise Application Integration Lower TCO Increased Flexibility Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 23

19 Tomorrow s call: All kinds of new information

20 Where the Role of the Public Safety Telecommunications Manager Arrives Public safety communications have been substantially set in stone for 30 years Tremendous innovation in technology has evolved over the past several years Too often though, you don t know what you don t know Some of the best thinking in delivering Multi Media communications solutions to call centers came out of selling Duck Boots doesn t mean the concepts aren t applicable to saving lives 26

21 Text Generation Embracing the Exchange of New Media Sources Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 27

22 Today s Network Delivers Voice 1 Caller dials Cell Tower Connects call with the Mobile Switching Center 3 Call is sent to Selective Router 4 ESRD is examined and call is routed to PSAP assigned to cover that area 5 ESRK is used to retrieve location information 6 Location is displayed to the PSAP Call Taker 2010 Avaya Inc. All rights reserved. 28

23 NG Delivers Collaboration & Content SIP is multi-modal. Not only can it can contain voice, video, IM and other forms of media, Persistent Contextual Collaborative Conference can be established using ANY media. 1 Caller sends Text to Carrier recognizes 911 as the destination 3 Device location is known by the network 4 Based on location, PSAP routing decision is made 5 IM media is anchored with the location data made available by the NG network 6 Agent Skillset routing logic in the contact center routes the IM to the desired Agents IWS (Intelligent Work Station) Innovative Collaboration Session Emergency caller Geospatial Info Chat call taker Resources Brought to the Comm Session Media Anchoring Recording Multi-Channel Service Call treatment Caller Context* Expert and Supervisor Assist 2010 Avaya Inc. All rights reserved. 29

24 Context Provided with the Session Establishes the Chain of Care Required The Next Generation Contact Center plays a critical role in NG Geospatial Information is examined establishes the priority and requirements of the inbound session Call takers on Intelligent Work Stations designated to handle specific media types are joined to the anchored media Highly sophisticated policy management and call flows can be designed to assign the right resource at the right time to the right session The media format becomes less relevant as the IWS becomes more intelligent Recording and historical data archival becomes part of the Chain of Care Emergency caller Geospatial Info call taker Recording Caller Context Media Anchoring Chat 2010 Avaya Inc. All rights reserved. 30

25 Key NG9-1-1 Recording and Quality Assurance System Considerations 31

26 VPI - Proven Public Safety Industry Experience Serving some of the continent s largest PSAPs for over 15 years Police, Sheriff and Fire Departments Armed Forces Emergency Services Government Agencies NENA Next Generation Partner Program, NG9-1-1 ICE 8 Planning Committee and APCO Member APCO Hot Product of the Year GSA Approved Avaya DevConnect Gold Partner

27 The Vital Role of Recording and QA Systems NG9-1-1 Technologies are in the Process of Adoption Recording often mandatory, must comply with NG9-1-1 standards f or multimedia recording in the near future. QA invaluable for monitoring NG9-1-1 adoption success Key Open Architecture Goals for NG9-1-1 Technologies (US DOT): Scalability supports varying sizes of PSAPs and authorities Extensibility adoption of future technologies without replacement Reliability redundant hardware, multi-path connectivity, no single point of failure Configurability adaptable to diverse PSAP and needs Interoperability interfaces and communicates across various systems and networks Openness Uses open systems, standards and protocols 33

28 Key Elements of Centralized NG9-1-1 Incident Management Audio and Data Recording Digital, Analog and IP Telephones and Radios Console Screen Recording CAD / GIS / Mapping / AVL Surveilance Video Text Messaging and Centralized Incident Data Screen Analytics Incident #s and Types, ACN Image Uploads Video Uploads Document Uploads

29 Can Your Recording System Support NG9-1-1? Ability to Support Capabilities NG9-1-1 Communications Recording System Capabilities 37

30 Case Study: City of Edmond, Oklahoma Single system records Public Safety Communications (Police, Fire, 9-1-1, EMS), Utility Customer Service Center and telephone users in the city Full-time recording of: positions and trunks 17 radio frequencies (Genesis) 6 Talk Groups 44 administrative VoIP lines Selective retention of recordings: 72 phone users Secure, Web-based access to recordings from anywhere Without the VPI system there would be absolutely no way I could keep up with demand. Retrieval is fast. Records can be retrieved without knowing the exact time. - Matt Stillwell, Director of Public Safety Communications City of Edmond, Oklahoma 38

31 Key Elements of Centralized NG9-1-1 Incident Management Audio and Data Recording Digital, Analog and IP Telephones and Radios Console Screen Recording CAD / GIS / Mapping / AVL Surveilance Video Text Messaging and Centralized Incident Data Screen Analytics Incident #s and Types, ACN Image Uploads Video Uploads Document Uploads

32 Console Screen Recording View Incident Location Map within Interaction

33 Key Elements of Centralized NG9-1-1 Incident Management Audio and Data Recording Digital, Analog and IP Telephones and Radios Console Screen Recording CAD / GIS / Mapping / AVL Surveilance Video Text Messaging and Centralized Incident Data Screen Analytics Incident #s and Types, ACN Image Uploads Video Uploads Document Uploads

34 The Value of Screen Analytics Easily Tag Important CAD Data and Events to Recordings Incident ID Incident Type Incident Location Incident Severity Incident Status Incident Start Fire Notes Entered Incident Resolved Incident Interaction 42

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36 Key Elements of Centralized NG9-1-1 Incident Management Audio and Data Recording Digital, Analog and IP Telephones and Radios Console Screen Recording CAD / GIS / Mapping / AVL Surveilance Video Text Messaging and Centralized Incident Data Screen Analytics Incident #s and Types, ACN Image Uploads Video Uploads Document Uploads

37 Image, Document and Video Uploads View of Imported Objects and Precision Placement 45

38 Key Elements of Centralized NG9-1-1 Incident Management Audio and Data Recording Digital, Analog and IP Telephones and Radios Console Screen Recording CAD / GIS / Mapping / AVL Surveillance Video Text Messaging and Centralized Incident Data Screen Analytics Incident #s and Types, ACN Image Uploads Video Uploads Document Uploads

39 Text Messaging Interim Solutions 911 Text - Sending Text via entering 911 on mobile device and having message delivered to a PSAP. Marion County Sheriff, Florida (352/ ) and Black Hawk, Iowa Location? Acknowledgement? Coverage? Short Code Text - Sending Text via a short code or other address such as tips@city.com. Numerous implementations across the US Reliability of Internet? Location? Relay Service Text - Sending Text to a National Relay Service that delivers message via voice or data to a 911 center. Who pays for this? Inherent delay? 911 Text Back Challenging a silent 911 call with an SMS message much as we do today with silent calls via TTY messaging. Canada is pursuing Facebook? Twitter?

40 Best Practices for Incident Information Sharing Instant Recall Save or File(s) Audio with or without Screen Video Best Practice Training Clips Secure Centralized Incident Data Web Link Secure Login Required Quality Assurance Incident Evidence Package

41 Detailed Audit Trail Reporting View and Analyze User Activity via Heat Maps and Reports 49

42 Best Practices for Incident Information Sharing Instant Recall Save or File(s) Audio with or without Screen Video Best Practice Training Clips Secure Centralized Incident Data Web Link Secure Login Required Quality Assurance Incident Evidence Package

43 The Vital Role of Quality Assurance Joint committee (APCO, NENA and others) currently drafting the Standard for QA evaluation - on the fast track to become an ANSII Certified Standard Standard encompasses the entire QA process and will define what is acceptable for our industry Example: # of evaluations per month per employee according to agency size Automated elearning ensures consistency of training delivery 51

44 For more information: Thank you. Questions? Mark Fletcher, ENP E911 Product Line Manager Direct: Webcast slides available at: Patrick Botz Director of Workforce Optimization Corporate Headquarters 160 Camino Ruiz Camarillo, CA Twitter.com/VPINews Facebook.com/JoinVPI Direct: x PBotz@VPI-corp.com