SMS Messaging for The Journey to a New Emergency Communications Path

Transcription

1 SMS Messaging for The Journey to a New Emergency Communications Path Jeff Gillan, P.Eng, Product Area Business Manager, PlantCML, an EADS North America Company C.A. Patrick Voigt, President, Voigt Industrial Electronics, LLC Ryan Welty, Director, Morgan County 9-1-1, Ala.

2 This can be done today! Providing Public Service via SMS is not the same as Texting to This requires network infrastructure and service changes

3 PlantCML s Position on Text PlantCML supports the industry s move to provide responsible twoway emergency communication via SMS text messaging Just as PlantCML enabled TTY within our CTI solutions as a core capability, we believe SMS support to be a vital public service, and will enable the upgrade of active VESTA and Sentinel releases under our software support program We are taking a leading role with industry working groups and network service providers to provide a range of standards-based options

4 Major Required Elements Public Awareness and Policy is ubiquitous for emergency voice calls, but not for SMS Be aware of privacy and service liability issues Wireless/SMS Network Capabilities SMS was not designed for Mission Critical communications Lacks Phase II capabilities Be prepared that SMS is not real-time communication Reference Texting to Whitepaper on PSAP Technology Network Connectivity Software upgrade PSAP Standard Operating Procedures Be prepared for new form of communication through focused training Text only, or images and video Language, i.e. SMS abbreviations and slang Session vs. Conversation

5 The Concept of a Session SMS Communication mixes characteristics of Radio and Telephone communication Like telephone, it is point-to-point PlantCML solution will support ACD, Conferencing, and Transfer of SMS communications Like radio/ptt, there s no concept equivalent to disconnecting or ending the call SMS messages sent minutes, hours, or days between two endpoints are received equivalently PlantCML s SMS solution will allow configurable session termination. Subsequent communications from the same caller will be treated as a new request for help. For example: Closure of the TTY/SMS window Time elapsed from last message Note: Previous messages will be available in a new session

6 Solution Based on Familiar TTY User Interface Integrate SMS text messaging capabilities directly into existing call taking operations

7 SMS-PSAP Networking Considerations Call-then-Text Wireless call SMS challenge Call is disconnected PSAP initiates text Call-and-Text Wireless call SMS challenge Caller remains online PSAP initiates text Full Text Solution Direct text RFS to No phone call required PSAP responds via text This can be done today with no network or service provisioning changes Network supports today but is not universally available Network changes required to recognize, route, and deliver messages to 9-1-1

8 SMS-PSAP Networking Considerations Call-then-Text Wireless call SMS challenge Caller hangs up PSAP initiates text Wireless modem(s) networked to CPE Integration to 3 rd party SMS aggregator as an alternative DTMF code from caller or Opt In service initiates SMS session Initial location is identified via Ph2 Automatic SMS initiated back to caller This is What is your emergency? Caller s response may be used to intelligently route or prioritize, e.g. keywords such as fire, bomb, crash, etc. may be used in queue display or by ACD PSAP continues SMS session to manage incident Can be done today with no network or service provisioning changes

9 SMS-PSAP Networking Considerations Call-and-Text Wireless call SMS challenge Caller remains online PSAP initiates text Concept only testing being conducted Advantages: Audio and text in parallel Aural cues for incident management Possible dual mode communication for individuals who can hear but not speak Phase 2 support for location and ALI-rebid Possible inclusion within 4G / LTE standard Same Sentinel or VESTA User Interface Wireless modem or 3 rd Party Network interface as required Network supports today but is not universally available

10 SMS-PSAP Networking Considerations Call-and-Text Wireless call SMS challenge Caller remains online PSAP initiates text Testing update Ability to utilize SMS during an active call is dependent on handset capabilities, and may also be dependent on network configurations Some handsets support the capability and provided a clean user interface Other handsets support the capability but had a more difficult user interface Other handsets do not allow texting while on a call More development and testing is required to further understand the potential of SMS over a silent voice call as a possible interim solution for people with disabilities Network supports today but is not universally available

11 SMS-PSAP Networking Considerations Full Text Solution Direct text RFS to No phone call required PSAP responds via text FCC, NENA, Wireless Carriers, and Users representatives are working to define standards PlantCML contributing Significant problems with this approach with existing infrastructure and SMS limitations short term solutions and long term network changes are required. Proof of Concept in the works Short Code and IP/SR possibilities under study Primary Goal Define SOP and Interface requirements in detail Network changes required to recognize, route, and deliver messages to 9-1-1

12 PlantCML SMS Solution Proposal Interrogates carrier for handset location Calls geospatial router for destination PSAP Communication Server An additional server can easily be added to accommodate a pre-registration subscription plan

13 Comparison of Feasible Approaches Characteristics Call-then-Text Call-and-Text Selective Routing, ALI Response time Continuity of communication SMS initiation Full Text SMS to Phase II, no Rebid Phase II, with Rebid Phase II, with Rebid (3 rd Party capability) Immediate initial contact, then SMS limitations Voice Call must be disconnected prior to SMS. Some handsets must be reset Requires a mechanism (e.g. Preregistration) Immediate contact, SMS limitations, but ongoing audio cues Voice and Texting in Parallel. Fundamental where Networks/Handsets support Security Strong Strong Weak Service Cost $-$$ $$ $$ SMS limitations Single communication method. Supports textonly devices Fundamental

14 Primary PlantCML SMS Solution Call takers utilize the familiar TTY user interface Speeds PSAP adoption and minimizes user retraining Full Automated Location Identification display Allows help to be sent to the right location quickly Full Call Data Records Management Text conversations are stored with the incident archive Fits current emergency service CPE & operations Community service solution best positioned through a subscription Subscription service plan eases implementation Pre-registration avoids abuse and optimizes service responsiveness Better-serviced user demand and operations resource management Elegant solution with manageable operations

15 Summary The industry s text messaging capabilities will continue to evolve over time PlantCML will design a responsible SMS solution approach in conjunction with your network service provider We ll help you get connected and well-positioned for the future PlantCML will help customers make it a reality effectively and inexpensively while remaining adaptive to new technologies and standards

16 Thank you. Jeff Gillan (after March 1) C.A. Patrick Voigt Ryan Welty

17 Safe Harbor Statement This presentation may include predictions, estimates or other information that might be considered forward-looking. These forward-looking statements describe future expectations, plans, results, or strategies and are generally preceded by words such as "future, " "plan" or "planned, " "will" or "should," "expected," "anticipates," "draft," "eventually" or "projected." You are cautioned that such statements are subject to a multitude of risks and uncertainties that could cause future circumstances, events, or results to differ materially from those projected in the forward-looking statements, including risks that our products may not perform as expected. You should consider these factors in evaluating the forward-looking statements included herein, and not place undue reliance on such statements. The forward-looking statements are made as of the date hereof and PlantCML undertakes no obligation to update such statements.