ng9-1-1 psap requirements and standards

NENA Development Conference | October 2014 | Orlando, FloridaNENA Development Conference | October 2014 | Orlando, Florida

NG9-1-1 PSAP Requirements and Standards

Michael Smith, DSSMike Vislocky, Network OrangeDan Mongrain, Bell Canada

NENA Development Conference | October 2014 | Orlando, Florida

Introduction to the NG9-1-1 PSAP Requirements Document ✓ Jointly developed by NENA and APCO✓ The NG9-1-1 PSAP Working Group✓ NENA’s Agency Systems Committee ✓ Scope of REQ work✓ EIDD work✓ Relationship to other NENA and APCO work✓ Current status: Completed All Committee Review✓ Next: Review Comments, then - Public Review✓ Then… Start work on standards.


Requirements vs. Standards Requirements lead to Standards Requirements should not be used for development or

procurement Successful interoperability requires standards


Functional Elements

An FE is something that performs some defined task(s) and has defined interface(s)Why do we define things using FEs?Why are FEs defined for some things, but not everything?


Functional Elements


What’s new?

Management ConsoleCollaboration FEMap DatabaseOutgoing Alerts


What’s not?

Call Handling Incident HandlingDispatchLogging / RecordingMISRMS


Interface to NG9-1-1 Core Services

Border Control Function InterfaceCall Handling InterfaceLogging Service Interface Time Server Interface


Interface to other Agencies

Call Handling InterfaceLogging Service InterfaceIncident Data ExchangeCollaboration InterfaceDiscrepancy Reporting Interface (web service)


What needs to be defined?

Interface between Call Handling and Management Console to report diversion requests, and control whether diversion is accepted

- and to allow the Management Console to influence the PSAP Service State.

FEs to Management Console (for state reporting)Management Console and IMR (to control diversion)Interface for delivering EIDDs other than in a SIP call headerQuery interfaces for EIDDs, Map feature data, etc.


General FE RequirementsSome Selected Requirements:

● All policy from a Policy Store● All FEs implement Element State● Must use ESRP to route a “location based service request”


Requirements for FEs shared by multiple Agencies

MULTI-TENANT 0100-0100 Allow each Agency to have its own policies including security policies.

MULTI-TENANT 0200-0100 Allow each Agency to control who has access to configuration data specific to that Agency.

MULTI-TENANT 0300-0100 Not allow the provisioning of an Agency to affect the provisioning of another Agency.


NG9-1-1 PSAP Network

The PSAP IP Network is an ESInet -

• Subject to network & security standards in NENA-STA-010

• Subject to the security requirements in NENA 75-001 NENA Security for Next-Generation 9-1-1 (NG-SEC)

• Subject to the network design recommendations in NENA 08-506 Emergency Services IP Network Design for NG9-1-1


Call Handling FE Requirements- Receiving Calls

• NENA-STA-010 defines the interface Call Handling will use to receive calls (SIP)• Call Handling must register with upstream FE (most

likely ESRP) to “dequeue” calls• Call Handling must respond to QueueState

subscriptions• Call Handling must support Non-Human-Initiated

calls


Call Handling FE Requirements- Processing Calls• Call Handling must inform Agent of redirected calls• Call Handling must provide a standardized interface to allow an

authorized Agent to barge into a call• Call Handling must provide a standardized interface to allow an

authorized Agent to silently monitor a call• Call Handling must support Test Calls as defined in STA-010


Call Handling FE Requirements- Call Hold and Park• Call Handling must provide a call Hold function

• Call Handling must not utilize the standard SIP hold which is to tell call peer to stop transmitting media• This will prevent the recording of calls while on hold

• Call Handling must provide Non-Exclusive Hold• Call Handling must provide the ability to mute either end

of a call


Call Handling FE Requirements- State Management• Because Call Handling is the SIP front door for the NG-PSAP, it must

accept state subscriptions for not only itself (such as QueueState) but also be able to proxy subscriptions for other FEs in the PSAP:• Call Handling will need to interface with Management Console

for PSAP’s Service State• Request for standby diversion will have to be sent Management

Console also• Call Handling must be able to subscribe for ESRP events and

forward to Management Console• Call Handling must report state of individual Agents to

Management Console


Call Handling FE Requirements- Bridging Calls• When a call is relayed via a bridge, the information related to

the 9-1-1 caller in addition to information related to the Incident (including notes accumulated while processing the call) is carried in an EIDD

• An Agent must be able to add and remove parties (including parties on the PSTN) in addition to be able to selectively mute parties on the call


PSAP Incident Record Handling

Important EIDD source and destination

Subscribes to EIDD updates from Call Handling

Merges Incidents - can also Link or Split Incidents, and undo these operations (all done via the Logging Service)

Must be able to obtain the current and updated location for a call


Dispatch

Another important EIDD source and destination

Also must support Merge, Link, should support Split

Also must obtain updated locations


Logging Service

Defined in NENA STA-010Used by both NG9-1-1 Core Services and by PSAP FEsLogs “events” and “media”

Keeps an “audit trail”Supports retention policiesSupports “protect from deletion”Supports troubleshooting and problem analysis


Policy Routing Requirements

Choices of destination for calls and EIDDs from a list based on state, load, location, etc. must be contained within a policy.


EIDD Requirements

• All EIDDs must be logged.• When a call is received, the first FE handling the

associated incident must send an EIDD to the logger.• A future specification will identify which FE must

populate specific EIDD components.


Management Console

• The Management Console shall report the PSAP’s Service State to entities inside or outside the PSAP.

• An interface between the Management Console FE and all PSAP FEs is required so those FEs can report their Element State and/or Service State to the Management Console.

• The Management Console must host a Discrepancy Report Web Service.


Special Uses of the ESRP and ECRFCall Handling uses the Emergency Services Routing Proxy when:

● Making a call to another agency● Transferring or Conferencing an existing call outside the

PSAP● Routing data when destination is determined by Incident

location The ESRP and ECRF work together to route calls and data

Other FEs also use the ESRP/ECRF:Incident Record Handling and Dispatch are two examples


The Border Control Function

• A BCF must exist between the PSAP NG9-1-1 Network and any other external networks to which it is connected.

➔ Should ALL external network traffic go through a PSAP BCF?

➔ Or just SIP traffic???


The PSAP Administrative PBX

• The PSAP Administrative PBX includes telecommunication equipment that handles processing of administrative, non-emergency telephone communications.

• Processing of administrative tasks shall not affect the performance of the emergency services.


The PSAP Radio over IP Interface

An Agency’s radio system and its over-the-air interface is out of scope for this document. Requirements here apply to the Radio Interface:

• Supports transmission of audio, video, and text with metadata between radio system and other FEs.

• Supports bridging of emergency and other calls to the radio system.

This interface has not yet been defined.


Outgoing Alerts

Optional FE provides interface to broadcast emergency information.

• Standardized interface between the “Notifier” and one or more “Distributors”.

• Uses the Common Alerting Protocol (CAP)• Future work: Create standard for transporting CAP.• Must support IPAWS-OPEN


Interactive Media Response

IMR is like IVR, but it supports multimediaDefined in STA-010

➔ Must support dequeue function for call diversion from other PSAPs, and have an interface to the Management Console, so the Management Console can control diversion


Map Database

Stores a set of feature layers obtained from a Geographic Information SystemProvides a query function that returns a subset of that feature data

The purpose is to provide features that can be used to render a map “view”


Management Information Systems (MIS)

An MIS system MUST be able to retrieve LogEvents

An MIS system MAY accept LogEvents itself


Records Management Systems (RMS)

Contains confidential information, so must adhere to both STA-010 and CJIS security policy requirements

Must support EIDD exchanges

Should filter data sent according to policy


Responder Data Services

• Enables wireless data transmissions between PSAPs and emergency responder devices

• Our requirements apply to the Agency-facing Interface.• Supports creating an Incident.• Supports logging all application data and media that is

shared with other FEs.


Incident Data Exchange

• Acts as a message switch.• Sends and receives EIDDs to and from other agencies.• Every Agency must have an IDE.• Aggregates information contained in multiple EIDDs.• Discoverable by other FEs


Collaboration

For collaboration within - and between AgenciesA multimedia “chat” functionSupports “chat room” functionalityMust support Agent “presence”Must support Agent contact discoveryMust be able to retrieve an EIDD for a call or IncidentMedia and signaling must be logged per policy

ng9-1-1 psap requirements and standards

Documents

development of standards

standards ng9

guiding development

psap operational requirements

psap requirements document

published ng9

defined tasks

apcothe ng9