NG9-1-1 PSAP Requirements and
Standards
Michael Smith, DSS
Mike Vislocky, Network Orange
Dan Mongrain, Bell Canada
NENA
NENA
Development
Development
Conference
Conference
| October
| October
2014
2014
| Orlando,
| Orlando,
Florida
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.
NENA Development Conference | October 2014 | Orlando, Florida
Requirements vs. Standards
Requirements lead to Standards
Requirements should not be used for development or
procurement
Successful interoperability requires standards
NENA Development Conference | October 2014 | Orlando, Florida
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?
NENA Development Conference | October 2014 | Orlando, Florida
Functional Elements
NENA Development Conference | October 2014 | Orlando, Florida
What’s new?
Management Console
Collaboration FE
Map Database
Outgoing Alerts
NENA Development Conference | October 2014 | Orlando, Florida
What’s not?
Call Handling
Incident Handling
Dispatch
Logging / Recording
MIS
RMS
NENA Development Conference | October 2014 | Orlando, Florida
Interface to NG9-1-1 Core Services
Border Control Function Interface
Call Handling Interface
Logging Service Interface
Time Server Interface
NENA Development Conference | October 2014 | Orlando, Florida
Interface to other Agencies
Call Handling Interface
Logging Service Interface
Incident Data Exchange
Collaboration Interface
Discrepancy Reporting Interface (web service)
NENA Development Conference | October 2014 | Orlando, Florida
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 header
Query interfaces for EIDDs, Map feature data, etc.
NENA Development Conference | October 2014 | Orlando, Florida
General FE Requirements
Some Selected Requirements:
● All policy from a Policy Store
● All FEs implement Element State
● Must use ESRP to route a “location based service request”
NENA Development Conference | October 2014 | Orlando, Florida
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.
NENA Development Conference | October 2014 | Orlando, Florida
NG9-1-1 PSAP Network
The PSAP IP Network is an ESInet -
• Subject to network & security standards in NENA-STA010
• 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
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
Dispatch
Another important EIDD source and destination
Also must support Merge, Link, should support Split
Also must obtain updated locations
NENA Development Conference | October 2014 | Orlando, Florida
Logging Service
Defined in NENA STA-010
Used by both NG9-1-1 Core Services and by PSAP FEs
Logs “events” and “media”
Keeps an “audit trail”
Supports retention policies
Supports “protect from deletion”
Supports troubleshooting and problem analysis
NENA Development Conference | October 2014 | Orlando, Florida
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.
NENA Development Conference | October 2014 | Orlando, Florida
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.
NENA Development Conference | October 2014 | Orlando, Florida
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.
NENA Development Conference | October 2014 | Orlando, Florida
Special Uses of the ESRP and ECRF
Call 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
NENA Development Conference | October 2014 | Orlando, Florida
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???
NENA Development Conference | October 2014 | Orlando, Florida
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.
NENA Development Conference | October 2014 | Orlando, Florida
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.
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
Interactive Media Response
IMR is like IVR, but it supports multimedia
Defined 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
NENA Development Conference | October 2014 | Orlando, Florida
Map Database
Stores a set of feature layers obtained from a Geographic
Information System
Provides 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”
NENA Development Conference | October 2014 | Orlando, Florida
Management Information Systems
(MIS)
An MIS system MUST be able to retrieve LogEvents
An MIS system MAY accept LogEvents itself
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
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.
NENA Development Conference | October 2014 | Orlando, Florida
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
NENA Development Conference | October 2014 | Orlando, Florida
Collaboration
For collaboration within - and between Agencies
A multimedia “chat” function
Supports “chat room” functionality
Must support Agent “presence”
Must support Agent contact discovery
Must be able to retrieve an EIDD for a call or Incident
Media and signaling must be logged per policy
NENA Development Conference | October 2014 | Orlando, Florida
NENA Development Conference | October 2014 | Orlando, Florida