Emergency Routing Service (ERS) Customer Administrator Guide Subscriber Guide

Transcription

1 Emergency Routing Service (ERS) Customer Administrator Guide Subscriber Guide Rev B August 15, 2016

2 1 CUSTOMER ADMINISTRATOR GUIDE... 2 Introduction... 3 Getting Familiar with the terminology... 3 ERS Portal Login... 6 Getting Started... 7 Subscriber List Search Subscribers Export Subscribers Edit Subscriber Level of Service Reports Call Detail Records Provisioning Logs Personal Settings SUBSCRIBER PORTAL Login and Registration Subscriber Portal Home Page Changing your Location Recent Locations Managing your Profile Locked accounts Forgotten Password Customer Administrator Guide 2

3 Introduction 9-1-1, what is your emergency? The Emergency Routing Service (ERS) handles calls. The service ensures that calls are routed to the appropriate Public Safety Answering Point (PSAP) based on your location. It also provides additional location information to the operator. The operator that answered your call is automatically presented with your address, location details and company name. Phone Numbers, Addresses and Locations When a PHONE NUMBER is assigned to your company, it is also registered in the Emergency Routing Service. An address is also assigned with the phone number. The ADDRESS is used to direct calls to the proper PSAP. It is important therefore, to ensure that the phone number is assigned to the correct address and location of the user of that phone number. When a call is received at the PSAP, the address associated with the incoming call number is automatically displayed on the PSAP operator s screen. The operator receives as well additional location information. The LOCATION contains information such as floor number, suite or room number, building section or any other details that will help emergency responders reach quickly the location of the caller.. The Emergency Routing Service Portal The ERS portal is a portal for configuring phone numbers, addresses and locations. It also provides comprehensive reporting capabilities. The Emergency Routing Service Subscriber Portal The ERS subscriber portal is a portal for nomadic end users to manage their individual address and location. Getting Familiar with the terminology 3

4 For ease of use, the following terminology and abbreviations have been used throughout this document. Terminology PSAP Explanation A Public Safety Answering Point (PSAP) is a dispatch center staffed by emergency operators, which receives calls and dispatches fire department, police, or medical services, depending on the nature of the emergency. PSAPs are generally located and controlled at the city or county level. ERS (Emergency Routing Service) ERS Portal Subscriber Portal Subscriber ID ERS Record Civic Address and Location The Emergency Routing Service is a subscription service that allows enterprises to route calls to the appropriate PSAP. The ERS Portal is used to manage accounts on ERS. It is accessed by XO as well as their customer administrators. The URL for the customer port The Subscriber Portal is accessed by nomadic end users to manage their individual address. The subscriber ID corresponds to the telephone number of an ERS record. It was previously known as Telephone Number (TN). We will use the term Subscriber ID instead of TN in this document. This is the term used to identify the record that comprises of the Subscriber ID plus the address and location information. The civic address is a street address where first responders are dispatched. The location is additional information provided to the PSAP along with the civic address and the phone number. Provisioning Provisioning is the process of creating and managing subscriber records. 4

5 Terminology Provisioned and Unprovisioned calls Explanation A Provisioned call call is a call where the caller s phone number is provisioned in the Emergency Routing Service. A provisioned call is routed directly to the appropriate PSAP based on the civic address. An Unprovisioned call is a call where the caller s phone number is not configured in the Emergency Routing Service. An Unprovisioned call will be routed to an intermediate Emergency Call Routing Center (ECRC) in order to confirm the caller s address and then to be transferred to the appropriate PSAP. ECRC The Emergency Call Response Center is a West Safety Services call center manned with certified call takers that triage and route Unprovisioned calls. 5

6 ERS Portal Login An ERS Portal user account will be created for you and you will receive a welcome with a link to reset your password. Once you have set your password, you will be logged in to the ERS portal. For subsequent login for the ERS Portal is located the following URL: Your user name is your address. You can reset your password at any time by clicking on the Forgot your password? link. A password reset will be sent to your address. Your account will be locked out after 3 failures to login. At that point, you can reset your password and unlock your account by yourself by clicking on the Forgot your Password? link. Figure 1: ERS Portal Login 6

7 Getting Started When you login to the portal, you will be presented with your account home page. The ERS portal also provides you capabilities to manage your account and subscribers. These capabilities are available under the following menus Provisioning and Reports. Figure 1: Account Main Page User Login Info The top right corner of the portal will show your user display name as well as your assigned user role. General Information The General Information section will display the following information: Company Name: Name of the company, which was specified when the account was created. This field can be edited and is sent to the PSAP when a call is received. Notification: This field is not used Account ID: A unique system-generated identifier. This is generated upon creation. This field cannot be modified. 7

8 Current Provisioning Statistics This section displays the following information: Subscribers: Refers to the number of subscriber records that were provisioned for a specific sub account Locations: For your account, one location is assigned per subscriber so the number of locations will always match the number of subscribers. 911 Calls Statistics: This section displays the number of provisioned and unprovisioned calls made in the current and the previous month. Provisioning: The provisioning menu provides you with the following functions: Subscribers: Here you can search, edit and export subscriber records. Reports: The Reports menu provides you with the following functions: Call Detail Records report of calls Provisioning Logs report of changes to the subscriber records 8

9 Subscriber List The subscriber list shows all subscribers for your account. The list is sorted by creation date starting with the most recent. To access a subscriber list for a subaccount account: 1. Select the sub-account 2. Click on Provisioning Subscribers The Subscriber List Page enables you to perform the following functions: Search Subscribers Export Subscribers Edit Subscribers Figure 2: Subscriber List Search Subscribers The search function can search for subscribers by subscriber ID, Address, Location or Name. Partial matches are supported. To search for subscribers: Enter your search query in the search box. The search result will be shown in the subscriber list. To clear the search results: 9

10 Click on the X besides the search box. This will clear the search result and return to the full subscriber list. Note: A minimum of 3 characters must be entered into the Search box to receive usable search results Export Subscribers Using the Export Subscribers functionality, you can download the list of subscribers associated with your account. To export: 1. Click on the Export Subscribers button. You will be prompted to enter a file name. (This is optional). 2. Click on the OK button. 3. Wait for the file to be created. The status can be viewed by clicking on the File Manager icon on the top right corner of the screen. 4. Once the file is available, click on it to download it to your computer Edit Subscriber The edit subscriber function in the Subscriber list allows you to change the address or location of a subscriber, To edit a subscriber: 1. Click on the Edit Subscriber button in the Actions column of the subscriber you want to modify. 2. Modify all the required information. Subscriber ID is the phone number. It cannot be edited Name is defaulted to your account name. This is the name displayed at the PSAP during a call Civic Address: the address to be associated to the subscriber ID/phone number Location: Additional information for the location. This is also received and displayed at the PSAP. 3. Click on the Validate Location button. 10

11 Note: The Location field can be vital in aiding first responders locate a caller. Please provide information in the location field when possible and appropriate. 1. The ERS will perform the address validation return success or failure. In the event that an address is not validated, ensure that the address is accurate or try alternative names for the street name. 2. Once the address has been successfully validated, click on the Save button to save and create the new subscriber record. 11

12 Figure 4: Successfully validated location 4. Once the address has been successfully validated, click on the Save button to update the subscriber record Level of Service When an address is validated, the level of service will indicate the following Responder Type: A responder type of PSAP will route the call directly to the PSAP. A responder type of ECRC will require the call to be routed to the West call center to 12

13 then be transferred to the PSAP. This is usually the case for remote PSAPs that are not served directly by an Enhanced selective router. Routing Status: A routing status of Enhanced indicates that the receiving PSAP will be able to automatically receive the civic address and location information associated with the call. A routing status of Basic indicates that the PSAP cannot automatically receive the civic address of the caller. The address and location information will have to be provided verbally to the call taker. MSAG Status: MSAG stands for Master Street Address guide and is the list of addresses maintained by the county or city where the PSAP is located. It is usual that the MSAG database does not contain an address and will need to be updated. An MSAG status of FOUND indicates that the provided address was matched with the local MSAG database. A status of REFERRED indicates an exact match was not found but the PSAP has been identified. Referred addresses will be updated when the correct MSAG address has been identified or updated. 13

14 Reports The portal provides access to different reports providing operational details of your account. Note these reports can be generated at the sub-account or at your home account level. Depending on the report, the home account report will be a roll up of activity for all the sub-accounts. The report as are follows: Call Detail Records or CDRs Provisioning Logs Call Detail Records You can generate a report with CDRs to review the details of each call made for your account. To access the CDRs page: Click on Reports -> Call Detail Records. The CDR List page appears, as shown below: Figure 5: CDR List page 14

15 The CDR page allows you to search, filter and export the CDR list. You can search the CDRs by simply entering a search criteria in the search box. All fields of the CDRs are searched and matches are shown in the search result You can also filter the CDRs that appear according to the Call Destination, Call Status, Date, Provisioning Status. Exporting the CDRs will download a file including all CDR entries if no filters or search criteria are applied. If filters or searches are applied, the Export CDR will export only the CDR entries that match the selected entries Provisioning Logs The Provisioning Logs page provides a record of all the changes made to the subscriber records. Provisioning logs can also be exported. To access the provisioning logs: Click on Reports. Choose Provisioning Logs from the dropdown menu. 15

16 Figure 6: Provisioning Logs The information contained in the logs can also be extracted into a CSV file by clicking on the Export Logs button. Personal Settings Using the XO Portal, everyone can manage their own profile information. Using the Settings tab, you can update the following information: Display Name, , Password and Phone Number. To update your settings: 1. Click on your user name at the top-right corner. 2. Choose Settings from the dropdown menu. 3. Modify the required information and click on Save to change your settings. 16

17 Figure 3: Personal Settings 17

18 2 Subscriber Portal The Subscriber Portal enables you to update your current address and location. Additionally, you can also reset or change your own password. Login and Registration The ERS Subscriber Portal is at the following URL: Note: A first time user must register before signing in. Click on the Register Here link. Figure 4: Subscriber Portal login Enter the requested information for registering as a new user. 18

19 Login: Your phone number prefixed by the letter n. For example, if your phone number is , then your username will be n Password: The default password for the first login is the last 7 digits of the phone number. In this case, the password will be Captcha: Enter the letters shown in the image Next step is to setup your profile: Name: This is the name that will be displayed when you log in to the portal. Your address to be used for receiving password reset instruction. In addition, you will be using this to login to the Subscriber Portal. Once you click create, your registration is complete and your ERS portal account is now initialized. You will be receiving an to reset your password and complete your registration. You can finally complete your registration: Click on the link in the Welcome Enter your new password. The password must be at least 8 characters. You are now logged in to your personal subscriber portal. Note: When you log in again, remember that your login ID is now your address. 19

20 Subscriber Portal Home Page Figure 2: Subscriber Portal Home Page When you log in to your ERS Subscriber portal, you will see the following sections: Identification Provides details of your phone number and address. Current Location Shows the details of the location and address currently assigned to your phone number. Should you dial 9-1-1, this is the information that is used to route your call and will be presented to the call taker. Recent Locations This is the list of previously used location. 20

21 Changing your Location You can change your location to a new address by clicking on the Add Address button. All the fields are mandatory except the Location which is optional. Note: The Location field can be vital in aiding first responders locate a caller. Please provide information in the location field when possible and appropriate. Figure 3: Adding a new address Click on the Set as Current Location Button. Note: In the event that an address cannot be added due to a geocoding error, ensure that the address is accurate or try alternative names for the street name. 21

22 Your saved address will appear the My Saved Addresses section, as shown below: Recent Locations You can change your current location by click on Set as Current Location any of the addresses in the Recent Location Window. Managing your Profile You can change your password or update your profile as follows: Click on your Name at the top right corner of your screen. Click on Settings from the dropdown menu. The Edit Profile page opens, as shown below: Figure 4: Edit Profile 22

23 Edit your profile as required and click on the Save button to retain your changes Locked accounts Your account after 3 consecutive failed login attempts. When an account is locked, you will be sent an saying that your Subscriber Portal account has been disabled. You can re-enable your account by selecting Forgot you Password? link on the login screen and resetting your password. You will receive an to reset your password and your account will be unlocked Forgotten Password If you have forgotten your password, click on the Forgot your password? link on the login page. Enter your address and you will receive an to reset your password. 23