Calls to Emergency and Aid Services
Focus on 112
Situation in Belgium
Gregory Glineur – Belgacom Carrier & Wholesale Solutions
Gregory Wille – Belgacom Service Delivery Engine- Solutions Development
Warsaw – March 19th 2012
Agenda
 Belgacom and the Belgian Telecom Landscape
 Type of Emergency and Aid numbers
 Treatment of Emergency and Aid calls
 The routing of Emergency calls from the Belgacom fix network
 The routing of Emergency calls from the Belgacom mobile
network
 The routing of Emergency calls from the alternative operators
 Evolution of the Service to Emergency numbers
19th March 2012
2
Agenda
 Belgacom and the Belgian Telecom Landscape
 Type of Emergency and Aid numbers
 Treatment of Emergency and Aid calls
 The routing of Emergency calls from the Belgacom fix network
 The routing of Emergency calls from the Belgacom mobile
network
 The routing of Emergency calls from the alternative operators
 Evolution of the Service to Emergency numbers
19th March 2012
3
Belgacom is a genuinely Belgian company
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4
Belgacom is a key player …
A nationwide, highquality fixed &
mobile network
places us amongst
the leaders for fiber
coverage and
makes us the leader
in 3G coverage and
mobile speed.
Belgacom is the
incumbent
Belgian
operator.
As a service
company,
it operates
in the telecom, IT
and media fields.
Belgacom is a leading player on the
residential and business markets in
the three regions of Belgium. It has also
seized real opportunities in a range of
selected markets abroad.
19th March 2012
Slide 5
… a leader with key assets:
Convergent fixed and mobile networks
Best 3G
network in
Belgium with
97% coverage
88.5%
of Belgian
households
have access to
Belgacom TV
TOP 10 worldwide
in fiber coverage
99.9% ADSL
97% 3G
coverage
Belgacom TV is one of
the most frontrunner
IPTV services in the
world with >1 Million
users
Winner of the Telecom Services Vendor Award 2010 :
amongst the companies supplying the hardware, software and services for the
19th March 2012
global telecoms industry.
Slide 6
Organized in a customer centric way to
answer customer needs
Enterprise
Business Unit
(EBU)
Consumer
Business Unit
(CBU)
… provides services to
our professional
customers
… takes care of our
residential
customers
Staff &
Support (S&S)
… brings together all
the horizontal functions
that support the
Group’s activities
BICS
… is a joint venture
between Belgacom,
Swisscom Fixnet,
and MTN, and is
responsible
for international
carrier activities
Service Delivery
Engine &
Wholesale (SDE&W)
… offers network and IT
services and services to
other operators and
suppliers on
the Belgian market
19th March 2012
Slide 7
The telecom landscape in Belgium
Mass Market
Mobile
Operators
Corporate
19th March 2012
Slide 8
Agenda
 Belgacom and the Belgian Telecom Landscape
 Type of Emergency and Aid numbers
 Treatment of Emergency and Aid calls
 The routing of Emergency calls from the Belgacom fix network
 The routing of Emergency calls from the Belgacom mobile
network
 The routing of Emergency calls from the alternative operators
 Evolution of the Service to Emergency numbers
19th March 2012
9
What are the Emergency and Aid Services?
 Art.107 of the Law of 13/06/2005 on electronic communications defines
the Emergency and Aid Services and the obligations of telecom
operators
 Royal Decree of 02/02/2007 provides an update on the different types of
numbers that are used for Emergency and Aid Services :



3-digits format (1AB)
European harmonised number format
E164 numbers format – geographic or non geographic numbers
 Calls to the Emergency and Aid Services must be free of charge for
the end-users
 The telecom operators have the obligations to

Route the calls to the Emergency and Aid Services according to the
routing tables provided by each service (coordinated by the Federal
Public Service Interior - Directorate of Civil Security)
 Bear the costs of the calls of their end users to the Emergency and Aid
Services
19th March 2012
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What are the Emergency and Aid Services?
Generic number format = 1AB
 100 (Medical Urgency Service and Fire brigade)
 101 (Police Services)
 112 (European Emergency Service)
 116000 (European Centre for Missing and Sexually Exploited Children)
 102 – 103 – 104 (Children’s Phone in NL, FR and GE)
 105 – Red Cross
 106 - 107 - 108 (Telephone Crisis Intervention in NL, FR and GE)
 Standard E164 numbers also used for
 Anti-Poison (070 245 245)
 Suicide Prevention (0800 32123 – 02 649 9555)
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11
Agenda
 Belgacom and the Belgian Telecom Landscape
 Type of Emergency and Aid numbers
 Treatment of Emergency and Aid calls
 The routing of Emergency calls from the Belgacom fix network
 The routing of Emergency calls from the Belgacom mobile
network
 The routing of Emergency calls from the alternative operators
 Evolution of the Service to Emergency numbers
19th March 2012
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Emergency Calls : facts & figures

Call volumes in 2010: (source FOD IBZ)
->
incoming…
101 : 3,047 Mio calls
100 : 1,536 Mio calls
112 : 0,702 Mio calls

Share of mobile phones:
•
Call response times :
<5‘
<10’
< 20’

Millions
Increase of 101 calls
4
2
0
2006
2007
2008
2009
2010
17% going to 101
83% going to 100
63 % mobile phones
37 % fixed lines
k
m
65+ %
85+ %
95+ %
Call transfer is guaranteed between 100 & 101, ensuring ‘1 stop’ call
taking & handling :



conference call based in case of physical danger emergencies
call forwarding in all other cases
Prioritisation of incoming calls, based on recognition of callgroups : 112 is
directly recognisable, handled as priority nr 1 (equal to 100)
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13
Treatment of Emergency and Aid calls

101-calls

Centers for Information and Communication
(CIC 101 of the Integrated Police)
 urgent police help

100/112-calls
 100/112 centres
 Medical Urgency Service & Fire Brigade

One 100/112 center (except for Walloon Brabant) and one 101
center in each province + Brussels
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Treatment of Emergency and Aid calls
Actual Situation – 100/112
Ambulance
services
Local fire brigades
10 emergency centres
= 1 per province
+ Brussels
- Prov BRW
HCS ANT
HCS WVL
HCS OVL
HCS LIM
HCS VBR
HCS BRU
HCS HAI
HCS LIE
Previous, non-integrated
ICT-platform
HCS BRW
Integrated CAD
HCS NAM
HCS LUX
National Emergency Planning
DG Government
Crisis Centre
Information
& Communications
standardisation
DG Civil security
Federal Government Directorate of Interior
FPS Interior
19th March 2012
Project Manager 100/112
15
Treatment of Emergency and Aid calls
Actual Situation – 101
Decentralised Federal
Police services
196 Local
Police Zones
National Operations Center
& 11 emergency centres
(= 1 per province)
CIC ANT
CIC WVL
CIC LIM
CIC OVL
CIC VBR
CIC HAI
CIC BRU
CIC LIE
CIC OVL :
- 07.03.07 1st 112 center
- Colocation 100+101+112
- Technology integration
CIC BRW
HCS NAM
CIC LUX
National Operations Center
CIC VBR :
-13.10.09 2nd 112 center
DG Admin Police
DG Judicial Police
CG Dir Ops Information
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Information
& Communications
DG Support standardisation
HEAD Operations
Commissioner Genera Federal Police
Project Manager 101/112
16
Treatment of Emergency and Aid calls
Actual Situation - model
all 101 centers on CAD (Astrid Ltd)
citizens
police men
101
calltaking
dispatching
2 out of 11 100 centers on CAD (Astrid Ltd)
mixed team of
citizens & firemen
100
… alerting
callhandling
112
… dispatching
19th March 2012
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Medical practicioners (nurses) for medical guidance & follow-up
112 as overall Emergency Number
Actual Situation – model for 112 calls
all 101 centers on CAD (Astrid Ltd)
citizens
police men
101
calltaking
dispatching
mixed team of
citizens & firemen
2 out of 11 100 centers on CAD (Astrid Ltd)
3
100
1
… alerting
callhandling
2
112
… dispatching
19th March 2012
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Medical practicioners (nurses) for medical guidance & follow-up
Agenda
 Belgacom and the Belgian Telecom Landscape
 Type of Emergency and Aid numbers
 Treatment of Emergency and Aid calls
 The routing of Emergency calls from the Belgacom fix network
 The routing of Emergency calls from the Belgacom mobile
network
 The routing of Emergency calls from the alternative operators
 Evolution of the Service to Emergency numbers
19th March 2012
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The routing of Emergency calls from the
Belgacom fix network
Obligations of a network operator
 Emergency calls must be routed to the nearest PSAP (Public
Safety Answering Point):
 There are 11 PSAPs in Belgium (one per province)
 Key for fixed networks: the post code of the installation address
 = exact routing
 Key for mobile networks: the Base Station
 Coverage of a Base Station does not exactly match the province borders.
 Location of the caller must be provided to the PSAP:
 Call from fixed network: CLI look-up in the emergency location
database
 CLI is always sent to PSAP (also in case of presentation restriction).
 Call from mobile network: PSAP can pull the location of the
caller from the mobile network (see further).
19th March 2012
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The routing of Emergency calls from the
Belgacom fix network
 Every PSAP has a Centre Indicator (<CI>)
 Originating network must put the <CI> in the called party number ( as a
function of the location of the caller)
 Format of the called party number allows priority routing:
 Either via dedicated emergency bundles (over the interconnect between
OLO and Belgacom)
 By using Selective Circuit Reservation.
 Routing in the backbone is redundant
 Transit exchanges are organised in mated pairs.
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The routing of Emergency calls from the
Belgacom fix network
 Each PSAP has a double
connection with the PSTN
 Technology = ISDN (PRA or BA);
 2 local exchanges (LEX) translate
the short number into an E.164
number;
 No overlap in transmission path
from each LEX;
 Terminating transit exchange
applies load-distribution between
both LEXes;
 Crank-back in the terminating transit
exchange on reception of
“congestion”;
19th March 2012
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The routing of Emergency calls from the
Belgacom fix network
Multi-site PABX: problem
 Some PABXes cover multiple sites but have only one break-out
with the PSTN
 Public network knows only the installation address of the break-out
point;
 Sites may be located in several provinces;
 And have different addresses;
 PABXes support internal nomadicity.
19th March 2012
Slide 23
The routing of Emergency calls from the
Belgacom fix network
Multi-site PABX: solution
 PABX must deliver to the public network:
 Routing information:
 By adding the post code of the caller’s site to the called party
number;
 Is converted by the network into a Centre Indicator;
 Special format 1992 1AB <post code> (1AB is the
emergency number).
 Location of the caller:
 By changing the CLI of the caller into a “site” CLI;
 “site” CLIs are entered in the emergency location database
with the specific address of the customer’s site;
 “site” CLI must callable (in case the PSAP needs additional
information).
19th March 2012
Slide 24
Agenda
 Belgacom and the Belgian Telecom Landscape
 Type of Emergency and Aid numbers
 Treatment of Emergency and Aid calls
 The routing of Emergency calls from the Belgacom fix network
 The routing of Emergency calls from the Belgacom mobile
network
 The routing of Emergency calls from the alternative operators
 Evolution of the Service to Emergency numbers
19th March 2012
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The routing of Emergency calls from the
Belgacom mobile network
 Upon dialing the internationally accepted emergency number 112
followed by pushing the ’SEND’ key, the mobile equipment sends an
emergency setup message to the MSC.
 If the subscriber is active, the emergency call setup proceeds
regardless of any traffic restrictions (e.g. roaming not allowed, call
barring) that may be stored in the visitor location register (VLR).
 When the MSC receives the emergency setup message, it determines
the location area code (LACOD) and the cell identity (CI) of the cell
in which the mobile subscriber is roaming. With this information, the
MSC is able to retrieve a number identifying a nearby emergency
center and enables the MSC to set up a connection to the emergency
call center which is located in the PSTN.
Note : When the mobile subscriber
dials a short code, defined as
emergency number in the MSC area
(ex : 100, 101…) , the normal call
setup is initiated by the setup message
19th March 2012
Slide 26
Priority of emergency calls in mobile network
On the A and Iu interface, mobile-originating emergency calls
are treated as a special transaction type 3GPP TS 24.008.

For queing and prevention following parameters are relevant (BSSAP, assign
request)
 PRIO: priority
 QA: Queueing allowed; indicates if call is allowed to be queued in case of radio
congestion.
 PVI: preemption vulnarabillity indicator: indicates if the speech channel of this call
can be taken over by a higher prio-call.
 PCI: preeption cap. ind: indicates if this call is allowed to take the channel of
another call in case of radio congestion.
19th March 2012
Slide 27
Location service in mobile network (1)
3. MAP Any Time Interrogation
(location current)
HLR
GMLC
8. MAP ATI ack
2. Soap request with
MSISDN
5. Paging
4. MAP
Provide Subscriber
Information
7. MAP
Provide Subscriber
Information ack with
location information
9. Soap anwswer with
coordinates X,Y
Emergency centre
6. Paging response
Belgacom PSTN
Call
to 112
RAN
MSC
1. Call set up to emergency number
with format C01<CI>1AB
GMLC (location server) may request the location and/or status information of a mobile station any time by sending a MAP Any Time Interrogation
March
2012
message19th
to the
HLR, only
dedicated GLMC (from own country) are allowed to enquiry this information on HLR -> If the subscriber is inbound roamer, 28
the GMLC won’t get any response from the HLR so no location will be retrieved
Location service in mobile network (2)




IF Client is an actor that submits an LES request (Emergency service in our
case) . It uses a SOAP/XML over HTTP(S) based interface
Integration Framework handles incoming LES requests and uses the
Location Server for obtaining the position of a subscriber and the GeoToolbox to map addresses on positions
The customer is the person who is searched. For Emergency service, all
subscribers are by default subscribed, there are no TP Notifier & LES
Provisionning involved.
The coordinates are not the coordinates of the handset but those of the
centre of the area covered by the antenna to which the handset is
connected. A radius is also given.
BMB
Location Server
IF Client
SOAP/XML
Customer
Integration Framework
GeoToolbox
19th March 2012
TP Notifier
LES Provisioning
29
Agenda
 Belgacom and the Belgian Telecom Landscape
 Type of Emergency and Aid numbers
 Treatment of Emergency and Aid calls
 The routing of Emergency calls from the Belgacom fix network
 The routing of Emergency calls from the Belgacom mobile
network
 The routing of Emergency calls from the alternative operators
 Evolution of the Service to Emergency numbers
19th March 2012
30
Emergency call routing from the alternative
operators

Access the 3 Digits Emergency Services by interconnected Operators is
subject to a number of technical conditions
 Operators have to insert some specific information in the “called party number”
parameter of the signalling messages sent to the Belgacom Network
 the identity of the emergency dispatching centre that will treat the call and which
is determined by the competent authorities.
 the full CLI to the Belgacom Network and that CLI will be provided by Belgacom
to the 100/101/110/112-services.

In addition, these Emergency Services must be provided with an access to
a database (*) in case they need more information about the calling party.
This access by the emergency dispatching centres could be based on an
access to a Belgacom database which would then integrate the necessary
data regarding the Operator

(*) The EMR (emergency) data entry service offered by Belgacom to OLO
consists of the inclusion of OLO subscriber data in the Belgacom database
accessible for the Emergency Services, hereafter called the EMR database.
 This service is only offered to fixed operators (FOLO's) for geographic numbers
19th March 2012
31
Emergency call routing from the alternative
operators
 In order to assist the alternative operator in complying with their
obligations of routing the calls from their networks to Emergency and
Aid Services Belgacom offers interconnection services to connect to
the Emergency services
OLO
Belgacom
(
112
 Our interconnection offers contains Services plans




112 - Emergency and Aid Services: 3 Digits Emergency Calls
120 - Emergency and Aid Services: Other Emergency Calls
121 - Emergency and Aid Services: 3 Digits Aid Calls
125 - Harmonised Numbers for Harmonised Services of Social Value : Calls to
BGC 116XXX numbers
 525 - EMR Data Entries
19th March 2012
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Agenda
 Belgacom and the Belgian Telecom Landscape
 Type of Emergency and Aid numbers
 Treatment of Emergency and Aid calls
 The routing of Emergency calls from the Belgacom fix network
 The routing of Emergency calls from the Belgacom mobile
network
 The routing of Emergency calls from the alternative operators
 Evolution of the Service to Emergency numbers
19th March 2012
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112 for disabled people
 Today deaf people have the
possibility to contact the emergency
services by mean of sending a fax to
PSAP
 Evolution towards SMS to112
 Act of 14.11.2011 introduces in article
107 of the act pertaining to electronic
communications the obligation for mobile
operators to make SMS to 112 (100/101)
possible.
 Technical meetings for implementation
are ongoing between operators and
emergency services offering assistance
on site.
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112 as overall Emergency Number
Further Steps - projects
 Migration of all remaining 100 centers into
 shared CAD-platforms (common for 100 & 101 per site)
 common building premises (co-location for both organisations, preferably 1
common control room
 and as a consequence, move to multidisciplinary operations & integrated
operational reporting
 Provide an integrated dispatching functionality with a full-range fire
dispatch to the Fire departments as the basic building block for a
provincial dispatching from the 100 center (incl. zonal remote
dispatch units as an operational alternative)
 Build a dedicated 112 organisation, including
 the required operational structure
 a straightforward HR-framework (organisation & individual)
 Migrate to the final operational 112 concept with neutral calltaking,
followed by the respective dispatchings.
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112 as overall Emergency Number
Integrated dispatching
all 101/100/112 centers with CAD (Astrid nv)
police men
101
“neutral”
calltakers
police
dispatching
100
112
100/112
operators
100/112
operators
+ medical
regulator
Integrated dispatching
For 100 and 112 calltaking and dispatching will become two distinct tasks, but the 100/112
operators will remain one team. Everyone will be able to do Calltaking at one time and
19th March
2012
Dispatching
at another time.
36
112 as overall Emergency Number
Integrated dispatching
 The next migrations will include the “integrated
Dispatching”
 Seperates calltaking and dispatching
 Faster alerting (simultaneous further calltaking and
dispatching/alerting the fire stations)
 Recommending on the level of available people and vehicles,
based on local reaction plans
 Dispatching and/or Viewer Application from the fire zone is
possible
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112 as overall Emergency Number
Further Steps - final model
all 101/100/112 centers on CAD (Astrid Ltd)
police men
101
police
dispatching
citizens
mixed team of firemen
& citizen (with medical expertise)
100
neutral
calltaking
(all disciplines)
112
medical & fire
dispatching
19th March 2012
principle : INTEGRATED CONTROL ROOM & INTERCONNECTED PSAP’s
38
Masterplan 112 – ongoing projects
Technical & Operational
 Physical and technological migration of the remaining
100/112 centers
 Full-range fire department dispatch engines
 Interactive/intelligent Q&A engines (supporting
multidisciplinary calltaking protocols)
 SMS for deaf & impaired people
 Easy to handle recording engine
 …
19th March 2012
39
Special mention to the contributors of the
presentation
 Thomas Biebauw – Federal Public Service Interior
 Rudi Smet – Belgian Institute for Post & Telecommunications
 Isabelle Rion – Belgacom Group Legal
 Pol Vangheluwe – Belgacom Service Delivery Engine Solutions Development
19th March 2012
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