VoIP
What is VoIP? ... 1
County Coordinator Responsibility – Data Maintenance ... 4
County Coordinator Responsibility – Deployment ... 5
Telematics ... 10
NGEN – Next Generation E9-1-1 Network ... 11
NOTE: Changes in technology and procedures occur frequently with VoIP. This information may not be completely up-to-date.
What is VoIP?
Definitions and Acronyms:
Voice over Internet Protocol (VoIP) allows the transmission of telephone calls over a broadband network (i.e. an internet protocol (IP) network) by converting voice audio into digital signals and then back to audio upon delivery of the call. VoIP calls can be made on a traditional telephone that is connected to an IP network via an adaptor, a special VoIP phone, or directly over a computer. Most VoIP calls can communicate with any other telephone including those on the Public Switched Telephone Network (PSTN) (which includes wireless devices) or other VoIP phone systems. VoIP service that connects to the PSTN is considered ‘interconnected’ and subject to FCC requirements regarding E9-1-1 service. For VoIP-to-VoIP phone service that does not connect to the PSTN, E9-1-1 service is not required.
Nomadic VoIP: Some VoIP service providers (VSPs) allow the customer to use their VoIP account anywhere there is an IP connection; this is commonly referred to as nomadic VoIP with Vonage and Magic Jack being examples. Routing of nomadic VoIP calls is based on the address entered into the call router/account by the customer and may or may not be MSAG valid. Further, routers can be moved to a new location but if the user entered address isn’t updated, a 9-1-1 call will route to the PSAP with the ESN for the ‘old’ or ‘primary’ address for the
account. Numerous instances of 9-1-1 calls being routed to the wrong PSAP have occurred which have caused delayed responses as the location (address, town and possibly even state) and the proper PSAP must be determined by the call taker before assistance can be provided.
Static VoIP users are unable to be mobile with their service, which behaves more like traditional landline 9-1-1. Cable companies, such as Cox Communications, Comcast, Time Warner, and Charter, are examples of static VoIP service providers.
Increasingly, businesses are turning to static VoIP phone lines, commonly referred to as enterprise phone systems. The ability to pair the digital VoIP system with other data sources often affords the businesses the ability to deploy a heterogeneous, or hetnet capability for wireless handoffs between devices and locations and overall linkage via an IP backbone network.
Wireless 9-1-1 calls that route via a broadband network at IP ‘hot spot’ locations most often will appear to the call taker as a VoIP call with the registered address of the hot spot in the ALI field. This is different from microcells (i.e. femtocells), which will deliver a wireless 9-1-1 call over broadband to the PSAP as a wireless call.
Regardless of whether a VoIP 9-1-1 call is static or nomadic, it will always show VoIP as the class of service on the 9-1-1 screen.
VoIP Telephone Numbers: The advent of VoIP calling has resulted in the ability for callers to select almost any telephone number they choose, as the phone numbers aren’t linked to a central office or the PSTN lines. Consequently, NPA-XXX series may not accurately reflect the location of the caller with VoIP telephone service. The County Coordinator should be aware of the following VoIP acronyms:
o VPC – VoIP Positioning Center consists of database managers such as TCS/Intrado.
o VSP – VoIP Service Providers such as Comcast, Vonage, MagicJack, etc. o ESGW – Emergency Services Gateway is interworking point between IP
network and the E9-1-1 selective router.
o ESQK – Emergency Services Query Key for VoIP (pANI) (NPA-211-xxxx); is associated with a specific SR/ESN combination for routing of the call to the appropriate PSAP via the selective router. The ESQK is used as the ANI by the PSAP to retrieve the ALI information for the call.
Routing of VoIP 9-1-1 calls
Unlike wireless, it is mandatory for all primary PSAPs in California to accept VoIP calls and in the vast majority of instances, these calls route over the E9-1-1 trunks (see VoIP Call Flow diagram below in figure 6-1).
However, when a 911 call is default routed to a VPC call center, the call center must transfer the call to a PSAP on a 10-digit line. Default routing can occur when:
• ESN shape files have not been provided to the VPCs
• There are address errors that negatively impact routing
Figure 6-2. California E9-1-1 Network Call Types
County Coordinator Responsibility – Data Maintenance
County Coordinators manage VoIP 9-1-1 misroutes, ALI DRs, and MSAG updates as with landlines (Chapter 2, MSAG Master) however there are some key differences in managing VoIP updates.
• VoIP 9-1-1 calls may not be retrievable via 9-1-1 IM/9-1-1 Net via the ALI audit feature.
• The VSP name and contact phone number are available on the call data record, which if not provided by the PSAP, should be retrievable via ECaTS raw data query on the date the call came in.
corrections should be submitted to. A common method of handling these is to copy the ECaTS call data record into the body of the email along with the description of the problem. The email subject line should also describe the problem, i.e. CA VoIP “PSAP Name” and problem (misroute, ALI error, subscriber error).
• MSAG updates identified from VoIP calls should be completed in 9-1-1 IM/9-1-1 Net as with landlines.
Shape Files
Shape files are a unique tool used by VPCs to route VoIP E9-1-1 calls. The shape file is a map that consists of polygons which depict ESN boundaries for the PSAP jurisdictions. For more on how the shape file is utilized by the VPC, refer to figure 6-1.
The 9-1-1 County Coordinator, or their designee, is responsible for confirming the accuracy of ESN assignments as depicted in a shape file. The County Coordinator is also responsible for maintenance and updates of shape file layers as needed. For example, new ESNs, annexations that change ESNs, and/or changes to street centerlines would require updates to the shape file.
Updates of the county ESN shape file should be sent to the VPCs directly. VPC contact info is in the CA VoIP and ET Deployment Escalation Contacts document under the heading ‘VPC Shape Files’.
The CA 9-1-1 Branch shape file recommendations can be found in Appendix E – Wireless and VoIP Information or at:
http://www.caloes.ca.gov/PSC/Pages/Services/911/VoIP.aspx
>Select VoIP E9-1-1 GIS Shape File Recommendations – 8/16/2006.pdf
County Coordinator Responsibility – Deployment
The NENA i2 VoIP E9-1-1 Deployment began in 2005, as of December 2013, all but 2 PSAPs in California are deployed VoIP. Figure 6-2, The Call Flow Diagram shows how VoIP calls use 211 pANIs and route through the VPCs to the PSAPs. Also with the NENAi2 deployment, various emerging technologies going through all centers are also routed through the VPCs.
Planning For a Deployment
Figure 6-3. VoIP Deployment Flow Chart
SINGLE ESN PSAPs MULTIPLE ESN PSAPs
FORMAT 04 at PSAP?
Verify shape jurisdiction w/VPC if necessary
VPCs obtain ESQK LECs build shell records
VPC to Schedule 1 week advance notice with County Coordinator
DEPLOY
Document issue in table
Recommend keep 10-digit until ready
YES
NO
YES
NO
True single ESN?
PSAP OK w/limitation w/manual transfers?
Send shape files to VPCs
Which single ESN?
Work w/VPCs to finalize and
validate Does PSAP have Shape
files per ESN?
CA VoIP PSAP Deployment Flow Chart
4-12-2006
YES
NO
Coordinate with the PSAP
o Confirm that the PSAP CPE is ready for VoIP deployment.
• Format 04 and multi steering are both required to allow query of the VPC database.
• The PSAP’s CPE must be 10-digit ALI capable in order to receive calls through the 9-1-1 network. For further information, contact your LEC. o Landline ESNs are used for VoIP routing. Pull together a list of all ESNs
associated with your PSAP. Work with the PSAP to determine whether to deploy using multiple ESNs, or using a single ESN for the entire jurisdiction area. For assistance in determining which method would best fit your PSAP’s needs, contact the State 9-1-1 Branch VoIP Project Manager.
Option 1: Provide landline equivalent VoIP E9-1-1 Service using same number of ESNs as landlines.
selective routing, complete ANI/ALI display, and utilizing selective transfer capability between PSAPs.
• To achieve landline equivalent service, it will be necessary for the VPCs (database providers) to have access to a shape file – which is a GIS polygon map of ESNs. As noted under the maintenance section, updates of shape files should be sent to VPCs when ESN changes occur. The shape file recommendation document is available on-line at:
http://www.caloes.ca.gov/PSC/Documents/911/pdf/CAVoIPE9-1-1ShapeFileRecommendations.pdf
• Special note: It may be possible for PSAPs to request VPCs manage the shape file when there are fewer than six ESNs that change less than three times per year. Alternatively, as the last choice, option two below will need to be used.
Option 2: Provide simplified E9-1-1 Service for VoIP using a single ESN for multi-ESN PSAPs
• For PSAPs who have not provided a detailed ESN level shape file, the County Coordinator will need to choose a single landline ESN (typically the default ESN) and provide it to the CA 9-1-1 Branch (this is similar to wireless call handling).
• Advantages: 1) VoIP calls will route to the proper PSAP, 2) VoIP-ALI will be delivered (however ELTs will be those of the selected single ESN), and 3) the number of default 10-digit calls routed by a VPC will be reduced (Vonage in particular).
• Disadvantages: 1) not having selective transfer capability requires manual transfers, 2) increased speed dial programming may be necessary to facilitate transferring, 3) VPCs may choose not to develop shape files for the area.
• Action for County Coordinators: Email the list of Multi-ESN PSAPs that choose to receive their VoIP calls by a single ESN, and identify the preferred ESN (or the State can choose it) to the CA 9-1-1 Branch at
Coordinate with CA 911 Branch
o Send current information, including PSAP name and address, ESN(s), 10-digit defalult telephone number, and shape files, to
o The California VoIP E911 Deployment Home Page is at:
http://www.caloes.ca.gove/PSC/Pages/SErvices/911VoIP.aspx
Coordinate with VPC
o Coordinate delivery of jurisdiction shape files to each VPC or verify what they have on file. At a minimum, an ESN list should be provided to the VPC. o Coordinate test calls with each VPC for each pANI. There can be between
3-10 different pANIs for each ESN that will need to be tested.
o For default call routing, provide the VPCs with a 10-digit number for each PSAP.
o Confirm with your Telco database representative that the VoIP MSAG has been built.
At Deployment
Request that all VPCs schedule PSAP testing with the County Coordinator at least one week prior to the actual test date.
A conference bridge may be available for deployment if you request one through the VPC.
The VPC Tester generating calls will identify to the call taker that they are making test calls.
The tester should validate the following from the ALI o Call Back Number
o Address, City and State o Class of Service (VoIP) o ESQK
o ESN
o VPC information with correct 800# and NENA ID
o Transfer the call to a secondary PSAP and have them verify that the ALI displays correctly
Figure 6-4. Samples of VoIP ALI displays (760) 260-3026 15:09 04/14 2824 SALTON VISTA DR JUL CA 311 VOIP ANDERSON RANDY (858) 211-0100 TRDO SAN DIEGO SHERIFF
o Latitude/Longitude, meters, and percent will not be provided on VoIP calls. It is advised that the County Coordinator be at the PSAP, if possible, to determine if a complete and accurate ALI is being delivered to the PSAP by the VPC. If the County Coordinator monitors remotely, confirm with the PSAP that the ALI is being populated accurately.
Shell Records
A shell record is the (ESQK or ESRK) TN in the wireline ALI database, not the MSAG**. The shell record is created to support the selective routing of the pseudo ANIs (ESRKs for wireless and ESQKs for VoIP). The ALI provider assigns ranges of ESQKs and ESRKs and provisions them to the shell record in the ALI database. Typically these shell records appear to call takers as NPA-211-XXXX for VoIP and NPA-511-XXXX for wireless. In addition to the shell record, a special MSAG record is built for each PSAP’s VoIP and wireless ESNs.
Both the shell record and MSAG record are needed to retrieve ALI information via external 3rd party database providers for either wireless or VoIP E911calls using the NCAS method.
• For Wireless: County Coordinators build the wireless MSAG records and the ALI provider builds the wireless ESRK Shell Records. The ALI providers (AT&T and Verizon) share data between each other to make sure the ESRKs are loaded in both ALI databases.
• For VoIP: the ALI provider builds both the VoIP MSAG and the VoIP ESQK shell record. The ALI provider serving the PSAP is responsible for building the records and provisioning the ESQKs. The ALI providers (AT&T and Verizon) share data between each other to ensure the ESQKs are loaded in both ALI databases.
**"MSAG" is often confused with the ALI database - they are not the same.
Telematics
Telematics in 9-1-1 refers to vehicle technology that employs a Global Positioning
All telematics systems transmit emergency notification wirelessly. However, for OnStar and Sirius, the telematics providers contract with VPCs like TCS to use VoIP technology to deliver calls to PSAPs via 9-1-1 trunks. For Ford Sync and UConnect the call is delivered to the PSAP directly via wireless phone network. ALI delivered via VoIP on a telematics call includes latitude/longitude information for the vehicle. The standard TLMA ALI display can be found at:
http://www.caloes.ca.gov/PSC/Pages/Services/911/VoIP.aspx
Select CA Telematics E9-1-1 Ali Display – 10/2009.pdf Figure 6-4. Sample Telematics ALI display
• In case of a misroute, use the VPC contact information provided on ALI display.
• Also contact VPC for subscriber info/exigent circumstances assistance.
NGEN – NEXT GENERATION E9-1-1 NETWORK
Next Gen 911 and VoIP
Full functionality of Next Generation 9-1-1 will be dependent on the VoIP network because of the flexibility the Internet Protocol provides. In addition to voice, the network can also carry data on an IP network called ESInet. These inter-connected networks can be route 9-1-1 calls to a PSAP based on their type (i.e. text, language, or other protocols), x,y location, or in 9-1-1 call overflow situations.
CA 9-1-1 Branch NGEN Project.
The CA 9-1-1 Branch is engaged in five NG9-1-1 pilot projects in various regions throughout the state. These pilot projects will allow the state to evaluate various
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platforms and will help to define the statewide strategy for NG9-1-1 implementation. For further information on the status of each of these projects, please see the 9-1-1 Branch NGEN home page at:
