NG911 Collaborative Call Routing as presented to Alberta E911 Advisory Association
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NG911 will change how emergency calls will be handled and how Collaborative Conferencing will be a part of bridging people who need help with those that can provide help.
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NG911 Collaborative Call Routing as presented to Alberta E911 Advisory Association
- 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
- 9. © 2012 Avaya Inc. All rights reserved. 99 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?
Notas do Editor
- To improve on interagency collaboration and enable the sharing of data, the NENA i3 architecture defines a bridging model in section 5.7 of the 08 – 003 NG9-1-1 framework document.The caller, and any contextual data received, is centrally anchored on a MAS media application server or conference bridge.Workflow engines in the network examine the data, and then make an intelligent choice of which call taker is best suited for this particular call.Once the call taker is selected, they to are invited to the established conference bridge, where they have access to the caller as well as any additional data such as location, SMS, MMS, video, or any other additional data available. Additional resources such as session recording are also added to the conference to satisfy the logging requirements.This architecture eliminates call transfers, and the potential loss of data during a transfer, as additional resources are joined to the original conference where they also have available to them any of the existing data that was previously collected. Avaya calls this “Persistent Contextual Collaborative Conferencing or PC3”
- To help you better understand the value of persistent contextual collaborative conferencing, I’ve put together several use cases.Vehicle involved in an accidentACN signals provider with telematics dataProvider establishes PC3 with AgencyCrash data is analyzedTrauma resources are prepared in advance
- To help you better understand the value of persistent contextual collaborative conferencing, I’ve put together several use cases.Vehicle involved in an accidentACN signals provider with telematics dataProvider establishes PC3 with AgencyCrash data is analyzedTrauma resources are prepared in advance
- HK Jockey – 80k BHCCH&M/SalmatAust $12.4mmPierce Morgan 40 Tweetsx400x440k followersCigna – wellness training $1mmDELL CC/USAA/Citi Bank of Future
- Many interactions with company start with a mobile application or going on the webCustomer has a question or a problemThey call the company…. …and start all overMany interactions with company start with a mobile application or going on the webCustomer has a question or a problemThey call the company…. …and start all overWhy is the customer contacting customer service?Information traditionally supplied to the contact center to efficiently service the customerExamples: ANI, DNIS, IVR Evolution1990s to Today: Intent and context provided by DTMF1995 to Today: Speech applications2002 to Future: Web Applications2009 to Future: Mobile Applications
- Solution/Use CasesProactive ServiceWelcome aboard, card activity, re-fills, fraud alerts, flight changes, appointment reminders, power outage notifications and moreCost ManagementReduce inbound calls into the contact center with proactive outbound servicesCustomer Loyalty ProgramsSurveys, loyalty program notifications/updatesCollections managementPayment reminders with interactive payment services