1. Next Generation Emergency Services
Intelligent Routing and Multi-Modal Emergency Communications
Mark J. Fletcher, ENP
Chief Architect
Avaya Public Safety Solutions

2. © 2012 Avaya Inc. All rights reserved. 22
Level Set on Current State
 Voice call routing is static and
based on limited variables:
– ANI -> Location
– Class of Service
– Customer / Account Information
The existing 9-1-1 infrastructure is built
around these three basic components
Phones
ANI/ALI
Class of
Service
Account
Info
9-1-1

3. © 2012 Avaya Inc. All rights reserved. 33
What’s the Future State?
 Additional Information
available with incidents
– Location Information
– Floor Plans
– Multimedia
– Video Feeds
– Environmental Data
– Smart Building
 Workgroups are currently in
motion defining structure and
capabilities
Control
Room
Enterprise
Network
Enterprise
User

4. © 2012 Avaya Inc. All rights reserved. 44
The 9-1-1 Network Model Today
• Assumes Phone Number = Location
• Simple Architecture
Analog technology based on fixed endpoints
• Static Locations
• Predictable MAC work

5. © 2012 Avaya Inc. All rights reserved. 55
The User Reality Today
PSAP
E9-1-1
Selective
Router
PSAP
PSAP
MSAG
PS-ALI
ALI
PSTN
• Telephone Number < > Location
• Complex Network Topology
• Users are Nomadic
• Mobility is often unpredictable
IP technology based on MOBILITY

6. © 2012 Avaya Inc. All rights reserved. 6
Where we need to go today

7. © 2012 Avaya Inc. All rights reserved. 77
2011 – NENA i3 Delivers 9-1-1 Calls to PSAPs with PIDF-LO via ESINet
Call Taker
E9-1-1 Tandem
Emergency Caller
MSAG
Call Taker
Call Taker
ANI
ALI
Managed
IP Network Emergency Services IP
Network (ESINet)
• User dials 9-1-1
• Device or Originating Network sends PIDF-LO in the SIP INVITE
• Network elements and PSAP read this Location Object packet and
provide call routing and treatment
• E9-1-1 Session can have multimedia added if requested
• ANI/ALI Databases and CAMA become irrelevant at this point

8. © 2012 Avaya Inc. All rights reserved. 88
Why Move to Next-Generation 9-1-1?
 Increase Capabilities
 Reduce and Control Cost
 Increase Capacity
Drivers
More STUFF – Less COST

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Why Move to Next-Generation 9-1-1?
 GIS/Map & CAD Integration
 Geo-spatial call routing (location)
 SMS, Real-Time-Text and media (video, images)
 SIP (NENA i3 compliance)
Capabilities
Cool STUFF – Less TIME

10. © 2012 Avaya Inc. All rights reserved. 1010
Why Move to Next-Generation 9-1-1?
 PSAP Consolidations
 SaaS Offerings (Hosted NG PSAP)
 Leveraging Existing Investment
Costs
Less COST – More STAFF

11. © 2012 Avaya Inc. All rights reserved. 1111
SMS
MMS
Session
Recording
Language
Line
Poison
Control
Social
Services
CALLER
9-1-1
DATA
Additional
Data
NENA 08-003
Section 5.7 Bridging
PC3: Persistent Contextual
Collaborative Conferencing

12. © 2012 Avaya Inc. All rights reserved. 1212
NENA i3 Collaborative Conferencing
ESInet Host
Data Exchange
Multi-Media
PC3 Bridge
Multi-Media
PC3 Bridge
Multi-Media
PC3 Bridge
Multi-Media
PC3 Bridge

13. © 2012 Avaya Inc. All rights reserved. 13
1
2
3
4
5
Persistent Data
Automatic Crash Notification
1. Vehicle involved in an accident
2. OnStar sends 9-1-1 Provider
vehicle telemetry data
3. PSAP establishes conference
with appropriate agencies and
resources
4. Data is analyzed
5. Trauma resources
are readied in
advance
•Intelligent Data – Intelligent Devices
•Intelligent Network – Proactive Management
•Intelligent Routing – Situational Awareness
•Intelligent Delivery – Work Flow Assignment
PC3: Persistent Contextual
Collaborative Conferencing

14. © 2012 Avaya Inc. All rights reserved. 14
1
2
3
4
5
Persistent Data
Callers with disabilities
1. Caller initiates Total Conversation
call for assistance
2. Carrier connects caller to
Public Safety network
3. PSAP establishes conference
with Video Remote Interpreter
4. VRI is added via
split screen video
5. Recording and logging
from ALL parties
•Intelligent Data – Intelligent Devices
•Intelligent Network – Proactive Management
•Intelligent Routing – Situational Awareness
•Intelligent Delivery – Work Flow Assignment
PC3: Persistent Contextual
Collaborative Conferencing

15. © 2012 Avaya Inc. All rights reserved. 15
ESInet
Backbone of NG9-1-1
High Availability Redundant
Metro Ethernet / MPLS
E9-1-1 Tandem
LEGACY NETWORK
MSAG ANIALI
ESRP
Call Routing (ECRF)
Location Validation (LVF)
NG9-1-1 Data
Services
Data
GIS
Selective
Router
Legacy Network
Gateway
Legacy PSAP
Gateway

16. © 2012 Avaya Inc. All rights reserved. 1616
Summary
Current and Emerging Technologies can enhance
public safety TODAY
Routing of Information becoming the critical
capability in a PSAP
Demographics and Behaviors are Changing

17. © 2012 Avaya Inc. All rights reserved. 17
Avaya’s Vision and Strategy for
Citizen Experience Management

18. © 2012 Avaya Inc. All rights reserved. 18
Jay Roberts
The expensive new Onyx guitar that I bought
at Midwest just last week is already warped!
May 6 at 10:32am Like Comment
Midwest
Hey Jay, we’re sorry we hit a low note
with you. We’d like to help, please click
http://bit.ly/iMRgWZ to connect with us
live. Thank you!
May 6 at 10:33am 2 people
Mobile Social
Video Digital
Manage multiple
calls, just like in the
office
Quic
kly
find
all
your
cont
acts
Set
presence
information
Select
communication
modes
Manage
contacts, call log &
IMs
Launch
email from
history or
contactfan
Context Driven
The Changing Citizen Communication Landscape

19. © 2012 Avaya Inc. All rights reserved. 19©2010. All rights reserved.
Avaya Confidential
Workforce
Optimization
Citizen
EMAIL
Self Service Management &
Administration
IM
Government
Applications
Public
Safety
Expert
Assist Expert
Assist Expert
Assist
Avaya AuraTM Citizen Interaction Suite
Solution & Promise
Avaya Flare
User Experience
Avaya
Aura CC

20. © 2012 Avaya Inc. All rights reserved. 2020
Smartphone to Agency - Intent and Context
Context with interaction
– Up to now: ANI, collected digits
– Now via mobile device:
– Branded Application Data
– Social Media profile
– Application history
– Camera – Photos
– Microphone – recordings
– Geo-Location coordinates
– Device information
– Profile Information
confirmation from Verint that a co-resident Viewer/CAM for Gexel’s environment will be supported.

21. © 2012 Avaya Inc. All rights reserved. 21
Proactive Outreach Manager
What is it?
 Integrated multichannel outbound solution
Why does it matter?
 Enables proactive outreach to citizens with
rich, relevant, multimedia interactive notification and
alerts
Value and Differentiation
 Integrated inbound/outbound automation leveraging
Avaya Aura Experience portal as core platform
 Sends personalized Voice, SMS, E-mail notifications
 Powerful strategy builder to escalate between
automated voice, e-mail and SMS
 Extensive web services for rapid integration
 Based on the industry-leading VXML platform
 Lower overall costs of service and improved inbound
call volume management
Campaign
+
Customer
data
SIP
Proactive Outreach
Manager
Live Agent
(only as needed)
Voice
Text
E Mail
Today What’s Next On the Horizon
Proactive
multichannel
differentiation, e
fficiencies, cost
reduction
Unified event based
predictive dialing &
multimedia
notifications
Best-time-to-
outreach
customer
strategies
DESIGN
MANAGEMENT
INTERACTION
PERFORMANCE
EXPERIENCE

22. © 2012 Avaya Inc. All rights reserved. 2222
Avaya Speech Analytics 2.0
What is It?
Speech search and analytics solution used by Public
Safety Analysts and OEM Directors to rapidly and
efficiently analyze call recordings.
Why does it Matter?
Gain key incident intelligence to drive response
efficiency, improve agency effectiveness; Improve
citizen experience and satisfaction
Provides insight into agency performance and
resource optimization.
Ensure policy and regulatory compliance.
Value and Differentiation
 Based on Phonetic technology, search and index directly on audio content
 Out-of-the box dashboards and reports for common call center KPIs.
Today What’s Next On the Horizon
Vendor agnostic reporting of
key operational and business
KPIs on call recordings.
Simple, low effort deployment
Automation – “hands off”
Integration – simple
connectivity
Scale – complete data view
Real time actionable intelligence
Real-time intervention capable
Integrated to overall customer
experience analytics
DESIGN
MANAGEMENT
INTERACTION
PERFORMANCE
EXPERIENCE

23. © 2012 Avaya Inc. All rights reserved. 2323
Avaya Presence in Public Safety
 Avaya employees maintain active memberships with several industry
organizations in the US and Europe
 E9-1-1 & NG9-1-1 workgroup contributions including:
– NENA MLTS Model Legislation
– NENA NG9-1-1 ESI Network Design
– NENA NG9-1-1 Additional Data
– NENA NG9-1-1 Transition Plan
www.nena.org www.apcointl.org www.eena.org www.e911institute.org

24. © 2012 Avaya Inc. All rights reserved. 24
How do we move the bar?