National Communications System National Security/Emergency Preparedness Priority Telecommunications Services Government Emergency Telecommunications Service (GETS) Wireless Priority Service (WPS) Telecommunications Service Priority (TSP) Lee Johnson Outreach Coordinator NCS Priority Services lee.johnson@associates.dhs.gov 303.741.4782 www.ncs.gov

National Communications System The NCS works with the telecommunications industry to develop and deploy National Security and Emergency Preparedness Telecommunications Services Priority telecommunications services are available to qualifying federal, state, local, and tribal government, and industry organizations

Problem: During an Emergency, Mass Calling Causes Network Congestion Home PBX Office Fax Satellite .. Cell PBX .. Local Switch Public Network Mobile Switch Congestion at many points! Demonstration

Recent GETS/WPS Experience *272 + DN Hurricane Katrina (29 August 2005) Damaged and Inoperative (Louisiana, Mississippi, and Alabama) More than 3 million customer phone lines More than 1,000 cell sites 38 9-1-1 centers 33 central offices During the period 29 Aug – 9 Sep, there were 32,829 GETS calls into or out of the Gulf Coast region. The New Orleans and Baton Rouge areas originated 33% of all calls and were the final destination for 26% There were 3204 attempted WPS calls

Hurricane Rita and the Texas Coast Evacuation Network Congestion! Heavy public calling out of area to families, friends, hotels Once the evacuation was underway, motorists made extraordinarily heavy use of Cell Phones TELCO networks invoked Automatic Network Management Controls – limiting inbound traffic Calls into 7 Area Codes begin to get “Fast Busy” 3 days before Hurricane Rita impacted the coast

Solutions: The GETS Calling Card and Wireless Priority Service GETS is an emergency calling card service that can be used from virtually any telephone to provide priority for emergency calls *272 + DN WPS is an add-on feature subscribed on a per cellphone basis – works with existing cell phones in WPS equipped networks

GETS Overview Dial GETS Access Number from any phone (1-710-627-4387) 2. Network routes call to a GETS Carrier. As you are prompted, enter your PIN then Destination Number 3. Network routes your call to the Destination Number .. Home PBX Office Fax Satellite .. Cell PBX .. Local Switch Public Network Use GETS whenever you hear a fast busy signal, “All circuits busy” announcement, or otherwise cannot complete your call Mobile Switch

Making a GETS Call Dial GETS Access Number Listen for tone, then enter your PIN (do not enter # after last digit) Listen for voice prompt: “Please enter your destination number now.” Enter the destination number (omit the 1 before the area code) You will hear an announcement “You are using GETS, AT&T/MCI/Sprint” Network will route your call to the destination telephone number Toll Free number for each GETS carrier (backup) Toll Free User Assistance number (24x7) 12 Digit Personal Identification Number (PIN) User Name and Organization Periods of silence are normal – particularly if call is queued during heavy congestion. Calls may take 30 to 90 seconds to complete

WPS Overview 1. WPS is an add-on feature subscribed on a per-cell phone basis – works with existing cell phones in WPS equipped networks 2. To make a WPS call, enter Ý272 followed by the Destination Number then press SEND WPS Mobile Switch .. PBX PSTN Ý272 703 818 4387 WPS addresses congestion in the wireless segment of the network – most importantly the local radio access channel

Making a WPS Call Confirm radio signal Enter Ý272 + destination telephone number and push SEND key (example: Ý272 703 818 4387 - SEND ) Network will route call to the destination telephone number Screen messages vary among carriers and mobile phone models. WPS calls show same screen messages as regular calls While WPS calls are in queue screen message usually displays “Calling + Destination Number” Audible alerts vary among carriers and mobile phone models During WPS call set-up you may hear alternating periods of ringing and silence Busy signal, announcement, or extended silence indicates call cannot complete Periods of continuous ringing and/or silence may occur – particularly if call is queued at several points during heavy congestion. Calls may take 30 to 90 seconds to complete

Recent GETS/WPS Experience *272 + DN Hurricane Katrina (29 August 2005) Damaged and Inoperative (Louisiana, Mississippi, and Alabama) More than 3 million customer phone lines More than 1,000 cell sites 38 9-1-1 centers 33 central offices During the period 29 Aug – 9 Sep, there were 32,829 GETS calls into or out of the Gulf Coast region. 95% routed successfully. The New Orleans and Baton Rouge areas originated 33% of all calls and were the final destination for 26% There were 3204 attempted WPS calls -- 2970 (93%) were assigned a radio channel

Hurricane Rita and the Texas Coast Evacuation Network Congestion! Heavy public calling out of area to families, friends, hotels Once the evacuation was underway, motorists made extraordinarily heavy use of Cell Phones TELCO networks invoked Automatic Network Management Controls – limiting inbound traffic Calls into 7 Area Codes begin to get “Fast Busy” 3 days before Hurricane Rita impacted the coast GETS and WPS Ý272 calls went through immediately from NCS North Texas location every time

Using GETS and WPS during an Emergency Circumstance Calling From Use Network congestion in local area Landline* Network congestion at called location No or slow dial tone on landline Don’t hang up – wait at least 30 seconds for dial tone Cell phone or Satellite phone GETS call doesn’t complete Landline or Cell phone Try different GETS carrier via Toll Free Number WPS call doesn’t complete WPS + GETS call doesn’t complete Dial Ý272 + Toll Free Number for different GETS carrier *272 + DN *272 + DN *272 + * May need to dial 9 or other code for outside line See back of GETS card for GETS and WPS Instructions

Who Should have GETS/WPS Individuals Mayor, Council Members, Supervisors City Manager and staff Media Relations OES Management and staff Police/Fire Chiefs and staff Police/Fire Field Command Department Heads and staff Team leaders Subject matter experts/trained specialists Individuals with an Emergency Preparedness and Response role. Organizations Cities/Counties/States/Districts Offices of Emergency Services Police/Sheriff/Fire Water and Power, Telecom Public Works Irrigation Districts/Flood Control Public Health Hospitals/Medical Services Transit Agencies Ports/Airports Utilities/Transportation and other Industries Search and Rescue School and College Districts Red Cross/Volunteer Agencies Critical Infrastructure Suppliers Other Agencies included in County Emergency Management Plans Locations/Functions EOC Work Stations Back-up EOC City and County Operations Centers PSAPs (911 Center) Computer/IT Center Police/Fire Dispatch City/County Yards Remote Offices/Stations Power/Pump Stations Shelters Command Vehicles

Budgeting for Priority Services GETS No charge for GETS cards For organizations outside the Federal government, billing information is required to establish an account for GETS calls (@10 cents/min). You will not normally be billed for: Calls to confirm receipt of individual GETS cards Test calls to the familiarization line (703-818-3924) Legitimate GETS usage in response to emergencies WPS Ordered on a per-phone basis through the NCS Now available: Cingular/AT&T, Nextel, T-Mobile, SouthernLINC Planned: Verizon in 2006, Sprint in 2007 Per phone charge not to exceed $4.50/month and a $10 one-time set-up, plus no more than 75 cents per minute when WPS is invoked Billed by the carrier on the cellphone invoice/bill *272 + DN

Order GETS and WPS on-line Establish on-line account Identify POC and Alternate Determine GETS/WPS Users Go On-line to Order GETS/WPS Note: Federal POC’s are already established for some organizations

Problem: During an Emergency, Critical Services May Experience Outages Emergency Operations Center 911 PSAP IT Center Critical Facilities Telecommunications Service Providers Circuits Damaged facilities and service problems can affect communications!

Solution: Telecommunications Service Priority (TSP) FCC mandated program - applies to all telecommunications service providers Restoration Priority ensures restoration before non-TSP users Provisioning Priority facilitates priority installation of new telecommunications services in a shorter than normal interval Implementing TSP: Download TSP Service User Manual and the TSP Service Request Form (Form 315) Establish an on-line TSP account by going to www.tsp.ncs.gov Determine candidate services Request a TSP Code for each service via on-line TSP account Upon approval, the NCS assigns a TSP code for each service TSP is then ordered through your Service Provider TSP must be set-up in advance – before an emergency or disaster occurs

Is Your Agency Fully Prepared? Are GETS/WPS/TSP part of your agency’s Emergency Planning, Preparation, and Drills? Where can GETS/WPS/TSP augment existing emergency communications capabilities? Which individuals, locations, and functions are candidates for GETS, WPS, and TSP?

Emergency Preparedness Challenge “It’s tough to make predictions, especially about the future.” - Yogi Berra

National Communications System Resources For more information: www.ncs.gov www.gets.ncs.gov www.wps.ncs.gov www.tsp.ncs.gov For Assistance setting up on-line Accounts and ordering: Priority Telecommunications Service Center: 1-866-627-2255 8am to 6pm Eastern Time follow voice prompts for each service Regional Outreach Coordinator – Midwest/Mountain Lee Johnson 303.741.4782/303.503.4163 (Cell) lee.johnson@associates.dhs.gov National Communications System

How GETS Works High Probability of Completion (HPC) Features NS/EP Call Marking Signaling Priority Alternate Carrier Routing High Probability of Completion (HPC) Features Trunk Queuing Exemption from Network Management Controls Calling Party Called Party PIN Validation Input Destination Number Local Switch Local Switch .. Mobile Switch Mobile Switch .. Calls to the GETS Access Numbers are identified by local landline or mobile switch for HPC Treatment 1-710-627-4387 Toll Free to each carrier (3) Priority Telecom Service Center User Assistance line (7 x 24) Calls complete via local landline or mobile switch Origination to destination HPC treatment Terminating Radio Channel Queuing in WPS FOC cellular networks Calls route to one of the 3 GETS Carriers for: PIN Validation Destination Number Routing to destination switch

How WPS Works WPS adds Radio Channel Queuing between the mobile phone and base station and High Probability of Completion (HPC) features to Cellular Networks Radio Channel Queuing HPC .. Other Cellular Service Providers Calling Party Called Party WPS Mobile Switch Originating Radio Channel Queuing Provides priority access to radio channels when placing a cellular call Requires WPS subscription and entering Ý272 + Destination Number WPS Equipped Mobile Switches Treats WPS calls same as GETS calls, giving them NS/EP marking Provides same HPC features as GETS without having to dial GETS access number and PIN Long distance WPS calls are routed through HPC capable networks of the GETS carriers or Cellular carriers Local calls route directly to local carriers Terminating Radio Channel Queuing Provides priority access to radio channels on inward NS/EP calls (WPS or GETS) Requires WPS Full Operational Capability in the terminating Mobile Switch Called Mobile Phone DOES NOT have to be subscribed to WPS

Order GETS and WPS on-line Identify a Point of Contact (POC) and Alternate to manage GETS/WPS for your organization Have POC/Alternate POC go to www.gets.ncs.gov Select first time requestor on left-side menu; then state, local, and tribal government Follow step by step instructions to establish Point of Contact Account for POC and Alternate. They will receive User IDs, Passwords, and personal GETS cards within 10 days POC and Alternate should review GETS/WPS information on Websites, familiarize themselves with on-line ordering system, and make GETS test calls Determine which individuals, locations, and functions need GETS and WPS (use GETS/WPS User Data Sheet available from Outreach Coordinators) POC/Alternate orders users’ GETS and WPS on-line GETS cards with instructions are mailed to POC’s address WPS subscription activation is confirmed by email to POC Establish on-line account Identify POC and Alternate Determine GETS/WPS Users Go On-line to Order GETS/WPS Note: Federal POC’s are already established for some organizations

Managing GETS and WPS *272 + DN Establish an appropriate number of POC accounts for your organization Some cities/counties have 1 POC, others have separate POCs for Police, Fire, EOC, etc. You can add/consolidate POC accounts and change POCs as needs dictate Issue GETS cards with NCS provided User and Pocket Guides Individuals: emphasize need to carry card at all times Location/Functions: place card in accessible location with instructions After WPS activation contact each user to confirm that WPS is working by having them make a test call Be sure each user regularly makes GETS/WPS test calls Use the on-line system to review GETS usage, perform administrative tasks, and to place orders or cancel GETS and WPS Be sure to include GETS and WPS in your emergency procedures and exercises