The Value of Open Standards for the Future of Citizen Care
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1 The Value of Open Standards for the Future of Citizen Care Guy W Clinch, Solution Manager Emergency Services Martin Porges, Consulting System Engineer Emergency Services
2 Key Takeaways from yesterdays session 2011 Avaya Inc. All rights reserved. 2
3 Handling many different types of communication Software Communicators Wireless Communicators Satellite Communicators Who knows what s next Wired Communicators Telco VoIP Communicators Enterprise Organization Caller 2011 Avaya Inc. All rights reserved. 3
4 Today s resources are Marginally Connected Islands Orphaned recording and data Available resources Provincial Caller Available resources Recording & Statistical Data Provincial PSAP & Dispatch Transfer Re-Transfer Interconnect Caller greeting Regional or National PSAP & Dispatch Incomplete recording and data Caller greeting Transfer Provincial Police Local Telco Recording & Statistical Data Available resources Hospital/EMS Fire Service ERS 2011 Avaya Inc. All rights reserved. 4
5 Opportunity: Using Open Standards to Create Federated Domain of Public Safety Communications Based on open standards Able to leverage a broader pool of resources Protecting individual agency integrity Spans of control Connections to the community Benefit of a centralized pool of resources without the downsides 2011 Avaya Inc. All rights reserved. 5
6 Open Standards Creating: New communications routing paradigm Routing replaced by Session based Conferencing Traditional Routing Model Innovative Collaboration Session Location Database Emergency caller Multi-Channel Service Caller Routed to PSAP Network based Call Treatment Location Data Geospatial Info Resources Brought to the Comm Session Call treatment Caller Xfer to second PSAP Call Treatment (recording) Call Treatment (recording) Rebid Location Data CTI Media Anchoring 2011 Avaya Inc. All rights reserved. 6 Chat call taker Recording Caller Context* Expert and Supervisor Assist
7 North America NG Avaya Inc. All rights reserved. 7
8 The Avaya NG9-1-1 Solution and NENA s i3 Reference Architecture Avaya Aura NG PSAP SIP Description Core Call switching, Call Control The Call-Taker Desktop - voice, text and video comms Total Conversation Integration with GIS/Mapping Integration with CAD Recording Legacy PSAP Gateway (option) Avaya Aura ESRP (ESInet) SIP Avaya Aura Enterprise NG9-1-1 Description Location proxy for end-point/device Replacement for E911 Embeds location in 911 call signal Integrates with LIS Description Geo-spatial call routing to PSAP or ESInet Integration with ECRF (LoST) Integration with LIS Legacy Network Gateway (option) Value Added Service Offerings Hosted NG PSAP ACD IVR (AVP) Media Logging, Voice Recording Emergency Notification (ANS) MIS O&A of NG9-1-1 Network 2011 Avaya Inc. All rights reserved. 8
9 Session Initiation Protocol embedding the collaborative conference in the fabric of the ESI Net Embedded in emergency Services Internetwork Opening up boundaries to create a federated resource pool Governed by establish rules of priotity and engagement 2011 Avaya Inc. All rights reserved. 9
10 The differentiating value Universal handling regardless of caller s communication modality New sources of information for increased quality of decision making Innovative Collaboration Session Emergency caller Geospatial Info Chat Resources Brought to the Comm Session Media Anchoring Multi-Channel Service Call treatment Caller Context* One-time call treatment Caller context maintained across multiple channels Expanded resource pool call taker Recording Expert and Supervisor Assist Centralized comprehensive recording and analytics 2011 Avaya Inc. All rights reserved. 10
11 NG9-1-1 ESInet Project, 2010/11 North Carolina: open standards facilitating the combination of best in breed technologies Project Overview N Carolina, statewide ESInet Development, Deployment and Operation of one of the first Emergency Services IP Networks (ESInet) in the nation. Fully NG9-1-1 NENA i3 Compliant Partners ESRP Avaya ECRF/LVF Geocomm LNG/LPG RedSky LIS RedSky Service Provider Synergem North Central, North Carolina Next Generation Compact Winston-Salem PD Eden PD High Point Police Fire Chatham County Surry County Elkin PD Mt Airy PD Pilot Mountain PD NC Project Time line Development Summer/Fall 2010 Deployment Fall/Winter 2010/2011 PSAP on-boarding Winter/Spring Avaya Inc. All rights reserved. 11
12 Questions? Guy Clinch Solution Manager Emergency Services Martin Porges Consulting System Engineer Emergency Services Visit our website: Avaya Inc. All rights reserved. 12
13 THANK YOU Guy Clinch 2011 Avaya Inc. All rights reserved
14 2011 Avaya Inc. All rights reserved
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