1. 9-1-1 Call Delivery The Role of the Emergency Call Relay Center(s) Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director

2. Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director Newspaper Headline: California boy dies as school’s 9-1-1 call is routed through Canada

3. Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director How does a California 9-1-1 call get delivered to a 9-1-1 Center of Last Resort in Canada or Colorado? WTH?!

4. Why many MLTS hit the ECRC – ANI Fail  MLTS sends erroneous ANI to a VoIP Positioning Carrier  0000000000 – All Zeros  1234567890 – Random numbers  5782 – Only the internal Extension number  Should the ANI fail to resolve in the VPC network routing Database, the call is routed to the Center of Last Resort (ECRC) for manual handling  This can be caused by:  Accidental or Intentional programming errors in the MLTS, or  Failure to properly test when the system was installed Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director

5. Lack of Testing... and knowing WHAT to test  Many MLTS operators are consolidating trunking into remote data centers to gain efficiencies in trunk consolidation available with SIP carriers  More and more, the local office is without local trunking  This creates a geographical routing problem for E911  To many installers 9-1-1 is 9-1-1 – They never stop to confirm WHICH 9-1-1 was reached, only that someone answered  VPC providers, and their ECRC, are a necessary evil, therefore PUBLIC EDUCATION is the best defense for MLTS installers and owners Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director

6. Differences between the ECRC and a PSAP  No dispatching via radios  We are a relay center so we gather minimal information to get the call quickly to the correct PSAP for dispatch  Get calls from all over the nation, Puerto Rico and Virgin Islands  Recruit from all over the country to gain broader regional and geographical understanding  Different equipment and tools  Size/location of incidents (Hurricane Sandy) Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director

7. PSAP Handoff  Most ECRC calls  Call introduction to the PSAP  “Emergency Call Relay Center with a 9-1-1 call on behalf of (customer name)”  “Northern 9-1-1”  Route to 24X7 emergency number  Warm transfer in most cases  Telematics  Call introduction to the PSAP (with the caller on the line)  May come in on 9-1-1 trunks or on 24X7 line  ECRC staff will stay on the line with the caller until first responders arrive Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director

8. ECRC Supported Technologies - West  VoIP emergency call handling  Femtocell/Ubicell devices  Satellite emergency call handling  Telecommunication Relay Services (TRS) and Video Relay Services (VRS) emergency call handling  Telematics  automatic crash notification  stolen vehicle tracking  emergency call handling Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director

9. How Can You Help?  Respond to West’s yearly PSAP survey and update 24X7 emergency numbers  Citizen education – stress the importance of provisioning their address with their VoIP Provider  Answer and accept all calls from the ECRC or Northern 9-1-1 Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director

10. How Do I Contact the ECRC’s?  West Safety Services-Longmont, Colorado (Intrado): Mobilitydatasupport@intrado.com Mobilitydatasupport@intrado.com  Northern 9-1-1-Ontario, Canada: Email: specialprojects@northern911.comspecialprojects@northern911.com Lonna Cain, Director of Emergency Services and Support at West Mark Fletcher, Chief Architect-Public Safety Solutions @Avaya Lisa Hoffmann, ENP NENA Western Region Director