ng9-1-1 call handling using pc 3 (persistent contextual collaborative conferencing) mark j....
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NG9-1-1 Call handling using PC3
(Persistent Contextual Collaborative Conferencing)
Mark J. Fletcher, ENPProduct Line Manager – Public Safety Solutions
8th July 2011
© 2011 Avaya Inc. All rights reserved. 2
Avaya Inc. –
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Challenges PSAPs Face Today
Inclusion: Need to handle calls from all citizens, including non-native language speakers, people with disabilities who cannot speak or hear, etc.
Multi-channel: Voice only, Inability to process multi-media, multi-channel communications (video, text messaging, social media)
Keeping up with Technology: Vehicle telematics, smartphones with biometric monitoring
Sharing data with other departments: Disparate intra and inter agency command and control communications systems
Old technology: Outdated communication systems jeopardize rapid and effective emergency response
High Availability + Redundancy : Citizens need 24/7 access
Funding: Diversion of legitimate funding for other objectives not related to the direct chain of care
“In the past 15 years, advancements in modern communications technology have created the need for a more advanced system to access emergency care. While the existing 9-1-1 system has been a success story for more than 30 years, it has been stretched to its limit as technology advances.”
National Emergency Number Association (NENA)
© 2011 Avaya Inc. All rights reserved. 33
Different types of PSAPs deployments require a tailored approach
FireDepartment
PoliceDepartment
HealthServices
1 Decentralized model 2 Centralized model 3 Interconnected model
Civilians Civilians
CentralPublicSafety
AnsweringPoint
(PSAP)
FireDepartment
PoliceDepartment
HealthServices
Interconnected/ networked PSAPs
Civilians
NG9-1-1 must be flexible as localized ‘policy’ will determine ‘topology’
© 2011 Avaya Inc. All rights reserved. 4
CTI
CTI
CTI
Capture – Forward – Re-Capture
LocationDatabaseNetwork based
Call Treatment
LocationData
9-1-1 CallerRouted to PSAP
Today's E9-1-1 Routing Model
Call Treatment(recording)
Re-BidLocationDataCall Treatment
(recording)
Re-BidLocationData
Call Treatment(recording)
© 2011 Avaya Inc. All rights reserved. 5
NG9-1-1 PC3 Routing Model Innovative Collaboration Session
MediaAnchoring
Chat
Geospatial Info
Expert and SupervisorAssist
Recording
9-1-1 Call Taker
Network basedCall Treatment
CallerContext*
© 2011 Avaya Inc. All rights reserved. 6
NG9-1-1 PC3 Use Case 1:Automatic Crash Notification
1. Vehicle involved in an accident2. ACN signals provider with telematics data3. Provider establishes PC3 with Agency4. Crash data is analyzed5. Trauma resources are prepared in advance
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© 2011 Avaya Inc. All rights reserved. 7
NG9-1-1 PC3 Use Case 2:Enterprise Building Floor Plans
1. Enterprise Emergency Call2. NG9-1-1 with PIDF-LO providing floor plan URI3. PSAP establishes PC3 with caller 4. Floor plan is analyzed units dispatched5. Units arrive on scene with detailed information in-hand
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NG9-1-1Provider
© 2011 Avaya Inc. All rights reserved. 8
NG9-1-1 PC3 Use Case 3:ASL Caller requiring VRI
1. ASL Video Emergency Call2. NG9-1-1 with video3. PSAP establishes PC3 with caller 4. VRS is added to conference5. Centralized recording captures media from all endpoints
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NG9-1-1Provider
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© 2011 Avaya Inc. All rights reserved. 9
NG9-1-1 PC3 Use Case 4:Voice Caller requiring Translation
1. Voice NG9-1-1 Emergency Call 2. NG9-1-1 with language indicator from device or network (L)3. PSAP establishes PC3 with caller 4. Translator is added to conference5. Centralized recording captures media from all endpoints
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LTranslator
NG9-1-1Provider
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© 2011 Avaya Inc. All rights reserved. 10
? Session Context
Collaborative Session
Advanced call treatment
9-1-1 inbound
Recording
Host Data Exchange
Incident Specific Data Reporting Insights
Agent Assist
Expert Assist
Analytics and Contact Recording feeds caller/incident-specific data to SIP string and activates call recording
Analytics and Contact Recording feeds caller/incident-specific data to SIP string and activates call recording
Intelligent Communications Routing based on contextual data from the enterprise with external data queries
Intelligent Communications Routing based on contextual data from the enterprise with external data queries
Relevant Context delivered to Agent during live interaction
Relevant Context delivered to Agent during live interaction
Live and interactive SIP conversations happenthroughout contact interaction
Communications Interaction Session stays anchored at a fixed point
Communications Interaction Session stays anchored at a fixed point
Avaya’s Revolutionary way to CollaboratePersistent Contextual Collaborative Conference
© 2011 Avaya Inc. All rights reserved. 11
http://www.avaya.com/PublicSafety
© 2011 Avaya Inc. All rights reserved. 1212
THANK YOU Mark J. Fletcher, ENPfletcherm@avaya.com
© 2011 Avaya Inc. All rights reserved.
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