The Handbook of Next Generation Emergency Services

Handbook of Next-Generation Emergency Services
	Contents
	Acknowledgments
	Chapter 1
Introduction to Emergency Services
		1.1 Emergency Services History
			1.1.1 Telephone Operators—Pre-1968
			1.1.2 Basic 9-1-1—1968
			1.1.3 Enhanced 9-1-1 (E9-1-1)—1970s Forw
		1.2 NG9-1-1
		1.3 Summary
		Selected Bibliography
	Chapter 2 Anatomy of NG9-1-1
		2.1 Project Scope
			2.1.1 Project Goals
			2.1.2 Geography
			2.1.3 Public Safety Agencies
			2.1.4 Governance
			2.1.5 RFP Development
		2.2 NG9-1-1 Project Management Teams
			2.2.1 9-1-1 SSP Implementation Team
			2.2.2 Implementation Timeline.
			2.2.3 Data Gathering
			2.2.4 Future State
			2.2.5 Transition Planning
		2.3 Application Approval
		2.4 Summary
		Selected Bibliography
	Chapter 3
Infrastructure and Database
		3.1 Overview
		3.2 ESInet
			3.2.1 Physical Network
			3.2.2 Transport Options
			3.2.3 Diversity and Capacity
		3.3 Data Centers
		3.3.1 Data Center Ratings
		3.4 NGCSs
			3.4.1 Security
		3.5 PSAP
			3.5.1 Workstations
			3.5.2 i3 PSAP
			3.5.3 PSAP Timing Source
			3.5.4 Backup Electrical Power
			3.5.5 MIS Call Recording
			3.5.6 Text to 9-1-1
			3.5.7 TTY/TDD
			3.5.8 Disaster Recovery and Incident Com
		3.6 Dispatch
			3.6.1 CAD
			3.6.2 Radio and Telecommunications
		3.7 Database Management and GIS
			3.7.1 Converting Existing Database/MSAG Records Versus Building from the Ground Up
			3.7.2 Steps to Test the Database Prior to NG9-1-1 Cutover
			3.7.3 LIS/LVF Updates
		3.8 Power, Grounding, and Environmental Factors
			3.8.1 Power
			3.8.2 Grounding
			3.8.3 Timing and Synchronization
			3.8.4 Environmental
		3.9 Engineering and Capacity Considerations
			3.9.1 ESInet
			3.9.2 ESInet Capacity from all OSPs
			3.9.3 PSAPs
			3.9.4 IP Address Assignment
			3.9.5 PC Assignment
			3.9.6 Domain Name System and Server (DNS)
		3.10 MIS and Operations
		3.11 Lessons Learned
			3.11.1 OSP Carriers Providing Service
			3.11.2 Public Information
			3.11.3 Call Transfer Documentation
		Selected Bibliography
	Chapter 4
Transition to NG9-1-1
		4.1 Overview
		4.2 Design Documents
			4.2.1 Jurisdiction
			4.2.2 PSAP Identification
			4.2.3 OSPs and Large Enterprises
			4.2.4 Communities Served
			4.2.5 Participating Agencies
			4.2.6 Adjacent Agencies
		4.3 Transfers On-net and Off-net
			4.3.1 PSAP Transfers
		4.4 Communications Alternatives
			4.4.1 IP Phones
			4.4.2 One Button
			4.4.3 Radio Transfers
			4.4.4 Satellite Phones
		4.5 ESInet On-net to Off-net PSAPs
		4.6 ESInet to ESInets
		Selected Bibliography
	Chapter 5
Originating Service Providers
		5.1 OSP Overview
			5.1.1 Wireline OSPs
			5.1.2 Wireless OSPs
			5.1.3 VoIP OSPs
			5.1.4 OSP Services
			5.1.5 OSPs Serving an Area
		5.2 Facilities
		5.3 Signaling
			5.3.1 SIP
			5.3.2 ISDN-PRI
			5.3.3 SS7
			5.3.4 MF
			5.3.5 CAMA
			5.3.6 e2 Datalink Signaling
		5.4 Trunking
		5.5 SLAs
		5.6 Monitoring
		5.7 Security
		5.8 NOC
		5.9 Reporting
		5.10 QoS
		5.11 Split Exchanges
			5.11.1 ILEC and RLEC
			5.11.2 Split Exchange Emergency Call Handling Options
		5.12 Summary
		Selected Bibliography
	Chapter 6
Enterprise Customers
		6.1 Overview
		6.2 Enterprise Regulatory Requirements
			6.2.1 Rationale for Enterprise Cutover Phases
			6.2.2 Phase 1 Network Connectivity Options
			6.2.3 Enterprise Access to NG9-1-1 Network
		6.3 Connectivity Options
			6.3.1 Facilities
			6.3.2 Interconnection
		6.4 Signaling
			6.4.1 Location Signaling
			6.4.2 Jurisdictional Boundaries
		6.5 Trunking
		6.6 SLAs
		6.7 Monitoring
		6.8 Security
			6.8.1 Enterprises: Opportunities and Challenges
		6.9 Reporting and the Enterprise
		6.10 QoS
		6.11 Location Services
			6.11.1 Location Services in the News
			6.11.2 Location Services Standards
			6.11.3 9-1-1 Test Call Ground Rules
			6.11.4 Enterprise Database Management
			6.11.5 Enterprise Database Security
			6.11.6 Database Summary
		6.12 Location Identification
			6.12.1 Location Services for NG9-1-1
			6.12.2 Location Services and Providers
			6.12.3 Location Services Definitions
		6.13 Summary
		Selected Bibliography
	Chapter 7
Test Plans
		7.1 Introduction
		7.2 Infrastructure
			7.2.1 Alpha/Beta Testing
			7.2.2 Integration and Conformance Testin
			7.2.3 Prequel Site Testing
		7.3 Network Testing
			7.3.1 ESInet
			7.3.2 Data Centers or Central Offices
			7.3.3 NGCS
			7.3.4 PSAP
			7.3.5 SS7 Integration
			7.3.6 Security
			7.3.7 Sample Network Test Plan
		7.4 Access Testing—OSP and Enterprise
			7.4.1 OSP Wireline Including Reseller
			7.4.2 OSP Wireless
			7.4.3 OSP VoIP
			7.4.4 Enterprise Direct
			7.4.5 OSP Configuration
		7.5 End-to-End
			7.5.1 Test Cases
			7.5.2 Requirements Codes
			7.5.3 Signaling Test
			7.5.4 Texting Test Cases
			7.5.5 Testing SLAs
		Selected Bibliography
	Chatper 8
Cutover
		8.1 Overview
		8.2 Determine Basic Strategy for Cutover
			8.2.1 Strategies
			8.2.2 SR Traffic Cutover
			8.2.3 Single Public Safety Agency—Multip
			8.2.4 Small Footprint—Single Public Safety Agencies, One PSAP at a Time
			8.2.5 Large Footprint Cutover—Multiple P
		8.3 Develop a Cutover Plan
		8.4 Schedule the Cutover
			8.4.1 911 Data Preparation—ALI/GIS
			8.4.2 Database SOI Updates—Ongoing
			8.4.3 Timing
			8.4.4 Training
			8.4.5 Tabletop Cutover Exercise
		8.5 Pressure-Test the Plan
		8.6 Communicate the Plan
			8.6.1 War Room Concept
			8.6.2 Go/No-Go Decision
			8.6.3 Back-Out Plan
		8.7 Execute the Plan
			8.7.1 Execution
			8.7.2 Steps to Cut Over a PSAP
		8.8 Fix What’s Broken or Unexpected
		8.9 Review the Cutover
		8.10 Post-Cutover Legacy System Removal
		8.11 Cutover Strategy Checklist Example
		8.12 MOP Description
			8.12.1 Wireless Carriers
			8.12.2 VoIP MPC/VPC Carriers
			8.12.3 Wireline OSPs (ILEC, RLEC)
		8.13 Summary
	Chapter 9
Operations Administration and Maintenanc
		9.1 Design for Success—Plan for Failure
			9.1.1 Network Outage Types and Severitie
			9.1.2 Network Maintenance and Management
			9.1.3 Service Requirements
		9.2 Monitoring and Alerting
			9.2.1 Where to Monitor
			9.2.2 What to Monitor
		9.3 Monitoring Data Centers and PSAPs
		9.4 The NOC
			9.4.1 NOC to NOC
		9.5 Best Practices for NOCs and Alerting
		9.6 Monitoring Data and Systems Requirem
		9.7 Recording and Reporting
			9.7.1 High-Level Reporting Requirements
		9.8 Real-World Incidents
			9.8.1 Incident 1
			9.8.2 Incident 2
			9.8.3 Incident 3
			9.8.4 Incident 4
			9.8.5 Incident 5
			9.8.6 Incident 6
			9.8.7 Incident 7
		9.9 Reporting to PSAPs and Regulatory Ag
			9.9.1 Designated 9-1-1 SSPs
			9.9.2 PSAP Managers
			9.9.3 Database Analyst
			9.9.4 Technical Support
		9.10 Root Cause Analysis
		9.11 Summary
		Selected Bibliography
	Chapter 10
Emerging Solutions
		10.1 Overview
			10.1.1 Demand for Emergency Services—Access
			10.1.2 Providing Emergency Services—Egress
		10.2 FirstNet Vision and Visionaries
			10.2.1 Interface
		10.3 NG9-1-1 Vision and Visionaries
			10.3.1 Telematics and Trials
			10.3.2 Text to 9-1-1
			10.3.3 Location Services
			10.3.4 Beyond the Call for 9-1-1
			10.3.5 Apps
		10.4 Forums and Standards Bodies
		10.5 Roles of Universities
		10.6 Egress—NG9-1-1 and FirstNet
		10.7 Summary
	Chapter 11
Legal and Regulatory
		11.1 Lawyers
		11.2 Federal and State Jurisdiction
			11.2.1 Statutes Versus Regulatory Rules
		11.3 Tariffs
		11.4 Requests for Information (RFIs), RFPs, and Contracts
			11.4.1 RFP as Part of the Contract
			11.4.2 Vendor Agreements
			11.4.3 SLAs
		11.5 Logging and Recording
		11.6 OSP Agreements Versus Interconnection Agreements
			11.6.1 Transport Providers for Signaling Services
			11.6.2 Specific ILEC Issues
		11.7 Intergovernmental Agreements
			11.7.1 Regional NG 9-1-1 IGAs
		11.8 Summary
	Chapter 12
Financial
		12.1 NG9-1-1 Myths
			12.1.1 Dispelling Myths
		12.2 Sources of Funds
			12.2.1 Surcharge
			12.2.2 Grants
			12.2.3 OSP Funds
		12.3 Successful Funding
		12.4 Summary
	Chapter 13
International Perspective on Emergency Services
		13.1 International Demand for Emergency Services
		13.2 International Emergency Calling Patterns
		13.3 Providing Emergency Services
			13.3.1 European Perspective
			13.3.2 International Location Services
			13.3.3 International Advanced Mobile Location
			13.3.4 International Text to 1-1-2
			13.3.5 Legal Regulatory Issues Across Europe
		13.4 International Forums and Standards Bodies
		13.5 International Summary
		Selected Bibliography
	Appendix AMethod of Procedure Template for 9-1-1 Cutover, Upgrade, and Changes
		MOP Approval
	About the Authors
	Index