Enhanced 911 Fundamentals

Transcription

1 ATTENTION Clicking on a PDF hyperlink takes you to the appropriate page If necessary, scroll up or down the page to see the beginning of the referenced section NN

2 Document status: Standard Document version: 0101 Document date: 29 January 2007 All Rights Reserved Sourced in Canada The information in this document is subject to change without notice The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Nortel, Nortel (Logo), and the Globemark are trademarks of Nortel Networks All other trademarks are the property of their respective owners

3 3 Revision history January 2007 Standard 0101 This document is issued to support Multimedia Communication Server 5100 Release 40 This document contains information previously contained in the following legacy document, now retired: Provisioning Enhanced 911 Services (NN ) January 2006 Standard 40 This document is up-issued for MCS 5100 Release 35 Some referenced document numbers changed November 2005 Standard 30 This document is up-issued for MCS 5100 Release 35 November 2005 Standard 20 This document is up-issued for MCS 5100 Release 35 October 2005 Standard 10 This document is up-issued for MCS 5100 Release 35 NN Standard Release January 2007

4 4 Revision history NN Standard Release January 2007

5 5 Contents New in this release 9 Feature changes 9 CFW and DND E911 operator callback 9 MCS E911 caller hold 10 Operational Measurements 10 Logs and Alarms 10 Private/public name and number display 10 Language support 11 SIP Denial of service mitigation 11 MCP granular service packaging 11 Complete re-ip support 11 Other changes 12 How to get help 13 Finding the latest updates on the Nortel web site 13 Getting help from the Nortel web site 13 Getting help over the phone from a Nortel Solutions Center 13 Getting help from a specialist by using an Express Routing Code 14 Getting help through a Nortel distributor or reseller 14 Welcome 15 Audience 15 What is not covered 15 Text and graphic conventions 16 Acronyms 16 Related publications 17 Introduction to Enhanced 911 services 19 Overview 19 Differences between basic 911 and Enhanced Enhanced 911 terminology 20 Understand Emergency Response Locations 23 ERL in the location infrastructure 23 ERL and locations 24 Locations and Enhanced 911 calls 25 NN Standard Release January 2007

6 6 Contents How MCS 5100 clients select their emergency location 26 Emergency call priority 26 Emergency Response Locations 26 Emergency call support 28 Example of creating a location hierarchy 29 Location selection 30 Location descriptions 30 Location categories 31 How the Other location entry is used 31 Benefits of a user choosing a location 32 Third-party clients and emergency calls 32 Location-precedence definitions 33 Applying precedence rules to locations 34 Importance of choosing the right location 34 Configure the MCS 5100 system for Enhanced Administrator roles and Enhanced Overview of the MCS 5100 Enhanced 911 network architecture 36 How an emergency call works in the MCS 5100 network 36 Emergency numbers and aliases 37 Dialing an emergency number 37 Add an emergency number 38 Assign an Emergency aliases 38 Add gateways, routes, and trunk groups 39 Enhanced 911 translation and routing 40 Termination feature override on PSAP callback 40 Third-party applications 41 Provisioning Enhanced 911 locations 43 Overview of enterprise and residential Emergency Response Locations (ERL) 43 Guidelines for setting up enterprise ERL 43 Introduction to ANI 44 How OSN works 44 View system log files 46 Example audit log 46 Create an enterprise ERL 47 View or modify an enterprise ERL 50 Delete an enterprise ERL 50 Create a residential ERL 53 Modify or delete a residential ERL 55 Emergency application service 57 Overview of the emergency application (EA) service 57 MCS 5100 clients and the EA service 57 Non-MCS 5100 clients and the EA service 58 NN Standard Release January 2007

7 Contents 7 Update the PSAP database 59 Capturing ERL additions, deletions, and modifications 59 Remove deprecated locations, ERL, and ANI 60 Troubleshooting 61 International support 61 Location 61 Mobility 61 Calls 62 IP Phones 62 Foreign domain 63 Translations 63 Gateways 63 Index 64 Figures Figure 1 Outline of basic information required for E Figure 2 How an E911 call works 25 Figure 3 How an emergency call works 27 Figure 4 E911 call support 29 Figure 5 Example of a location hierarchy 29 Figure 6 Overview of Enhanced 911 network architecture 36 Figure 7 Emergency alias management list 39 Figure in an Instant Message chat 46 Figure 9 Define location as an ERL 48 Figure 10 Emergency response location management 51 Figure 11 ERL Details 52 Figure 12 Confirmation required box 53 Figure 13 Define location as an ERL 54 Figure 14 ERL details 55 Figure 15 Confirmation required box 56 Figure 16 Location information 60 Tables Table 1 Terms to know for E Table 2 NTP and Document Numbers 17 Table 3 Terms and definition 20 Table 4 Creating a hierarchy and location rules 30 Table 5 Location precedence 33 Table 6 Applying precedence rules 34 Table 7 OSN instant message 45 Table 8 ERL description 48 Table 9 Residential ERL field descriptions 54 Procedures Procedure 1 Adding an emergency number 38 Procedure 2 Assigning an emergency number alias 39 Procedure 3 Creating an enterprise ERL 47 NN Standard Release January 2007

8 8 Contents Procedure 4 Viewing or modifying an enterprise ERL 50 Procedure 5 Deleting an enterprise ERL 51 Procedure 6 Creating a residential ERL 54 Procedure 7 Modifying or deleting residential ERL 55 Procedure 8 Capturing ERL additions, deletions and modifications 59 NN Standard Release January 2007

9 9 New in this release The following sections describe what is new in (NN ) for Multimedia Communication Server (MCS) 5100 Release 40 Feature changes The following features affect this book: "CFW and DND E911 operator callback" (page 9) "MCS E911 caller hold" (page 10) "MCS E911 caller hold" (page 10) "Operational Measurements" (page 10) "Logs and Alarms" (page 10) "Private/public name and number display" (page 10) "Language support" (page 11) "SIP Denial of service mitigation" (page 11) "MCP granular service packaging" (page 11) "Complete re-ip support" (page 11) For more information about these features, see MCS 5100 New in this Release (NN ) CFW and DND E911 operator callback The following features are disabled during a 911 call: Do Not Disturb (DND) Call Forward (CFW) CFW provisioned using the Personal Agent NN Standard Release January 2007

10 10 New in this release MCS E911 caller hold This feature ensures that the 911 call is not put on hold or disconnected and does not allow a user to: place a call on hold transfer a call park a call make a conference call make a second call from the telephone or client This feature does not require any configuration All MCS users are affected by this feature CAUTION The person making the 911 call is unable to disconnect the call Only the Public Safety Access Point (PSAP) can disconnect the call Operational Measurements The following new OMs are added: Emergency call attempted: Counts the number of emergency calls attempted Emergency callback attempted: Counts the number of emergency callback attempted Logs and Alarms New logs are added to capture: Emergency callback attempted Emergency callback completed Abnormal disconnect detected Private/public name and number display This feature introduces the concept of Private and Public Name and Number display to the MCS Calls that are made to or from the MCS can be labeled as private or public If a call is private, the name and number is not displayed on the telephone If the call is public, the name and number (if available) is displayed on the telephone The public or private designation is used within the end user MCS, as well as in the outside telephone network NN Standard Release January 2007

11 Complete re-ip support 11 All E911 calls display the private name and number, overriding any public name and number configurations Language support This feature allows the Multimedia PC Client, Personal Agent, and the IP Phones to support multiple languages The feature also provides language support for announcements in MAS conferencing The languages supported are: English Parisian French German Latin America Spanish Japanese Korean Simplified Chinese Traditional Chinese Portuguese SIP Denial of service mitigation This feature implements a mechanism to protect the call server against Denial of Service (DoS) attacks Specifically, this feature protects the call server from wasting computing resources due to excessive SIP messaging MCP granular service packaging This feature provides the ability to control the operation of services on a domain or user basis Features that can be controlled include Instant Messaging and Collaborative features, where users or domains can be restricted in their use of the service The ability to send and receive Instant Messages is controlled, as well as the ability of a user or a group of users to transfer files, transfer a clipboard, push a URL to a user, or to manipulate a whiteboard Complete re-ip support This feature permits the changing of various server identification parameters, such as country, time zone, and IP address, without having to reinstall the server software The MCS core servers and the Border Control Point server can change IP addresses and other parameters Before a server can be assigned a new IP address, all the services on the server must be stopped The address change is made on the server console After the IP address is changed, the server must be rebooted Other parameters (such as country or time zone) are changed using the System Management Console NN Standard Release January 2007

12 12 New in this release Note: The MAS server and third-party servers cannot change IP addresses and other parameters Other changes This document has been renamed and renumbered from NN to NN NN Standard Release January 2007

13 13 How to get help This chapter explains how to get help for Nortel products and services Finding the latest updates on the Nortel web site The content of this documentation was current at the time the product was released To check for updates to the latest documentation for Multimedia Communication System (MCS) 5100, go to wwwnortelcom and navigate to the Technical Documentation page for MCS 5100 Getting help from the Nortel web site The best way to get technical support for Nortel products is from the Nortel Technical Support web site: wwwnortelcom/support This site provides access to software, documentation, bulletins, and tools to address issues with Nortel products From this site, you can: download software, documentation, and product bulletins search the Technical Support web site and the Nortel Knowledge Base for answers to technical issues arrange for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the telephone from a Nortel Solutions Center In North America, call NORTEL ( ) Outside North America, go to the following web site to obtain the telephone number for your region: wwwnortelcom/callus NN Standard Release January 2007

14 14 How to get help Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service, go to: wwwnortelcom/erc Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller NN Standard Release January 2007

15 15 Welcome This document describes how to provision the Multimedia Communication Server (MCS) 5100 system for Enhanced 911 (E911) service in North America Domain provisioning for location hierarchy and Emergency Response Locations (ERL), and system provisioning for emergency numbers and gateway routes are required The term locations is associated with any or all of the following through provisioning: subscriber domain or subdomain gateway pooled resource Note: Enhanced 911 planners must be familiar with local and national 911 requirements and regulations before implementing Enhanced 911 services on the MCS 5100 system WARNING E911 is not supported outside North America Audience This document is intended for service providers and administrators assigned to provision Enhanced 911 services for users in their system What is not covered This document does not cover: MCS 5100 system installation and configuration System Management Console NN Standard Release January 2007

16 16 Welcome Provisioning Client tasks and procedures (other than those used to provision of Enhanced 911 services) Text and graphic conventions This guide uses the following text and graphic conventions: bold text italic text separator ( > ) Indicates a menu option, link, or command key you need to click Example: Click Ok Indicates: a domain name or subdomain name a document title a variable name Shows menu paths Example: Gateway > Add Gateway Indicates a top level menu item in the Provisioning Client menu hierarchy Indicates a submenu item in the Provisioning Client menu hierarchy Indicates a form in the Provisioning Client menu hierarchy Acronyms Table 1 Terms to know for E911 ALI ANI BCP CFW CRTC CSV DID Automatic Location Information Automatic Number Identification Border Control Point Call Forward Canadian Radio-Television and Telecommunications Commission Comma-Separated Value Direct Inward Dial NN Standard Release January 2007

17 Related publications 17 DoS Denial of Service DN Directory Number DND Do Not Disturb E911 Enhanced 911 EA Emergency Application ERL Emergency Response Location GUI Graphical User Interface IPTEL Emergency Services for Internet Telephony IM Instant Message MAS Media Application Server MCS Multimedia Communication Server MSAG Master Street Address Guide NCDS Nortel Customer Documentation Standard NENA National Emergency Number Association OSN On-site Notification PRI Primary Rate Interface PSAP Public Safety Answering Point PSTN Public Switched Telephone Network SIP Session Initiation Protocol Related publications The following table contains the related MCS 5100 documents Table 2 NTP and Document Numbers NTP Feature Description Guide System Management Console User Guide Multimedia PC Client User Guide Personal Agent User Guide Provisioning Client User Guide Border Control Point Fundamentals IP Phone 2002 User Guide IP Phone 2004 User Guide IP Phone 2007 User Guide Application Programming Interfaces Reference Document number NN NN NN NN NN NN NN NN NN NN NN Standard Release January 2007

18 18 Welcome NTP Multimedia Office Client User Guide User Guide Multimedia PC Client for IBM Lotus Notes User Guide Document number NN NN NN Standard Release January 2007

19 Introduction to Enhanced 911 services 19 Topics in this section "Overview" (page 19) "Differences between basic 911 and Enhanced 911" (page 19) "Enhanced 911 terminology" (page 20) Overview Enhanced 911 (E911) services integrate the MCS 5100 system with existing public and external Enhanced 911 subsystems Integration with existing public and external Enhanced 911 subsystems involves the following steps: 1 User location information is maintained by the MCS 5100 system, and a mechanism is provided to use the existing Automatic Location Information (ALI) database employed in North American Public Switched Telephone Network (PSTN) network 2 The caller s information is delivered by the MCS 5100 system so that the Public Safety Answering Point (PSAP) terminal can query the user s civic address from the ALI database Differences between basic 911 and Enhanced 911 WARNING Nortel Multimedia Wireless Client users who dial 911 are directed to their wireless service provider (not MCS) for emergency services For basic 911 emergency service in North America, when a caller dials 911 the call is routed to a PSAP (also known as the 911 operator) The PSAP is responsible for talking to the caller and arranging for the appropriate emergency response, such as sending police, fire, or ambulance teams While basic 911 calls route to a PSAP, the PSAP is not necessarily a local one NN Standard Release January 2007

20 20 Introduction to Enhanced 911 services Enhanced 911 extends basic 911 emergency service in the following ways: By routing emergency calls to a local PSAP based on the caller s Emergency Response Location (ERL) Note: The terms ERL and location are used interchangeably throughout this document An ERL is a location used for the purpose of emergency services By displaying the caller s location information on the emergency operator s terminal By obtaining the caller s location information by the PSAP terminal through use of Automatic Number Identification (ANI) as the basis for a query to an ALI database By accessing an ANI (the callback number), the PSAP can call the emergency caller The PSAP uses this callback number if it needs additional information after normally ending the emergency call, or to reestablish the emergency call if the call is unexpectedly terminated By disabling originator-initiated mid-call features that put the 911 call on hold Mid-call features include hold, transfer, call park, conferencing, initiating a second call, or receiving incoming requests outside the emergency session The disabling of mid-call features is available as a network option Only the PSAP can disconnect an Enhanced 911 call Enhanced 911 terminology The following table defines the Enhanced 911 terminology used in this document Table 3 Terms and definition Term Automatic Location Information (ALI) Automatic Number Identification (ANI) Canadian Radio-television and Telecommunications Commission (CRTC) Definition A database that provides all of the geographic (location) information to PSAPs for Enhanced 911 calls Updates to this database are made as soon as possible for new entries, while updates to existing records are typically done once every 24 hours ALI database entries must be approved by the Master Street Address Guide (MSAG) This is the telephone number of the party calling 911 A minimum of one ANI must be assigned to each ERL Note that each additional ANI counts against the system-defined maximum user-count value for a domain The CRTC is an independent agency responsible for regulating Canada s broadcasting and telecommunications systems wwwcrtcgaca NN Standard Release January 2007

21 Enhanced 911 terminology 21 Term Direct Inward Dial (DID) Emergency Response Location (ERL) Location Master Street Address Guide (MSAG) National Emergency Number Association (NENA) On-site notification (OSN) Public Safety Answering Point (PSAP) Public Charge ID Subscriber Definition Direct Inward Dialing is associated with each ERL, and is one or more 10- digit DID numbers The DID numbers are used to identifying the ERL and act as a key for the PSAP into the ALI database to access the ERL information This number is typically used to contact the subscriber from anywhere on the network The ERL defines the geographic locations that are associated with the local PSAP It represents a physical address, a building floor (for multistory buildings), floor partition (for floors greater than square feet), and room number (optional) The ERL is used interchangeably with location An ERL is a location used for the purpose of emergency services and can be defined differently from state to state This term is specific to the United States Defines a geographic location An ERL can map to a defined geographic location There can be locations where an ERL does not map For example, an ERL could be defined as a floor of a building, but a location could be a conference room on that floor or all cubicles of the floor The MSAG contains all street data, including street names, address ranges, and ERLs, and is used to validate incoming telephone number data for provisioning of selective routing NENA is the association that recommends standards for 911, including the ALI database record format wwwnenaorg For enterprise end users, on-site notification (OSN) must be provided if personnel are present, although this requirement varies depending on the jurisdiction OSN functionality indicates to a security guard, administrator or other front-door personnel that someone within the building has made an emergency call This allows the person to direct police, ambulance, or other emergency workers to the proper location within the building for faster response The OSN instant message address must be monitored 24 hours per day, 7 days per week for OSN to be effective in speeding emergency response times This is the answering location, or operator, for 911 calls Each PSAP has access to an ALI database that contains information about physical address and callback numbers This is a field in the Provisioning Client that contains the dialable directory number (DN) used by an Enhanced 911 operator as the callback number when the operator needs to reestablish the call (residential Enhanced 911 support only) This is the person or end user making a 911 call NN Standard Release January 2007

22 22 Introduction to Enhanced 911 services NN Standard Release January 2007

23 23 Understand Emergency Response Locations Topics in this section "ERL in the location infrastructure" (page 23) "ERL and locations" (page 24) "Locations and Enhanced 911 calls" (page 25) "Emergency call priority" (page 26) "Emergency Response Locations" (page 26) "Location selection" (page 30) "Importance of choosing the right location" (page 34) ERL in the location infrastructure The MCS 5100 location infrastructure enables the provisioning of location trees for a domain Initially, a system administrator defines a group of locations Some of these locations can be defined as an Emergency Response Location (ERL), while others remain as locations After a 911 call is initiated, the MCS 5100 system verifies whether or not the user s location is defined as an ERL If not, the system attempts to find the closest location that is defined as an ERL and uses that information to route the call Locations associated with local Public Safety Answering Point (PSAP) are referred to as ERLs An ERL represents: physical address building floor (for multistory buildings) floor partition (for floors greater than square feet) room number (optional) NN Standard Release January 2007

24 24 Understand Emergency Response Locations ERLs contain the following information related to the processing of Enhanced 911 calls: a gateway route to the nearest PSAP one or more Automatic Number Identification (ANI), for example, the callback number On-site notification (OSN) related information Master street address guide (MSAG) address description of the ERL Note: The terms ERL and location are used interchangeably throughout this document An ERL is a location used for the purpose of emergency services After the location infrastructure is defined, relevant information (for example, ERL information) is delivered through existing channels (postal mail or hand delivery) to the Automatic Location Identification (ALI) database Because the ALI database provides all of the geographic information to the PSAP for Enhanced 911 calls, it is vital that the ALI database maintain synchronization with the service information For more information, see "Update the PSAP database" (page 59) ERL and locations The following figure outlines the basic information required for emergency services and locations in general Figure 1 Outline of basic information required for E911 NN Standard Release January 2007

25 Locations and Enhanced 911 calls 25 For the IP Phone 2002, IP Phone 2004, and IP Phone 2007, the user-selected location is stored in the database module against the device This is different from the Multimedia PC Client, Multimedia Web Client, Multimedia Office Client, and Multimedia PC Client for IBM Lotus Notes, where the selected location is stored on the client computer In this document, the term IP Phone means the IP Phone 2002, IP Phone 2004, and IP Phone 2007 Locations and Enhanced 911 calls The MCS 5100 system provides preferential treatment for Enhanced 911 calls Here is what happens when an Enhanced 911 call is made: Figure 2 How an E911 call works 1 The user dials The call comes into the end office and is routed to the Enhanced 911 tandem switch 3 The tandem switch determines the ERL from the location provided by the calling party s location and routes the call to the local PSAP over the gateway route specified in the ERL On-site notification (OSN) is provided, using the target instant messaging account configured in the ERL 4 The PSAP receives the call with ANI information provided 5 The PSAP queries the ALI database of the geographic location for the caller and reestablishes the call in the event that the call terminates unexpectedly NN Standard Release January 2007

26 26 Understand Emergency Response Locations How MCS 5100 clients select their emergency location The MCS 5100 clients (Multimedia PC Client, Multimedia Web Client, Multimedia Office Client, Multimedia PC Client for IBM Lotus Notes) and IP Phones present a list of the locations defined for a service domain to end users registering for service The list of available locations is presented so that the end user can select the most appropriate location, based on the current physical location of the user The selected location is used for the proper processing of Enhanced 911 emergency calls from the user telephone Note: Locations that are associated with a particular entity cannot be deleted from the system until all reference dependencies are removed Emergency call priority Emergency calls have the same priority as nonemergency calls for Border Control Point and Primary Rate Interface (PRI) gateway resources As a result, emergency calls do not succeed if these resources (Border Control Point, PRI gateway trunks) are not available On the Session Manager, emergency calls are handled differently from nonemergency calls If authentication is turned on, emergency calls are not authenticated so that users do not need to know the password in emergency situations Also, the Session Manager always attempts to process emergency calls, even when it is in an overload (high memory or processor usage) condition, or when new incoming calls are not being processed Extremely large numbers of simultaneous emergency calls can prevent some emergency calls from completing successfully, due to Session Manager resource limitations When the system is in an overload condition, residential PSAP callbacks to the emergency caller are not given preferential treatment These callbacks are handled the same as normal incoming calls, and do not successfully reach the emergency caller Enterprise calls are handled with preferential treatment Upon discovering that the caller is making an emergency call, the Session Manager instructs the caller s telephone to change itself to emergency mode Any action taken by the user that can interfere with the voice path between the caller and the PSAP operator is denied Emergency Response Locations A location can be defined as an ERL An ERL is used as a repository for the following information required to properly process emergency calls The information as related to the following figure are: Gateway route the first trunk group in the route attempts to route the call NN Standard Release January 2007

27 Emergency Response Locations 27 Figure 3 How an emergency call works On-site notification (OSN) data the OSN instant message (IM) is optional and only applies to Enterprise ERL Automatic Number Information (ANI) the ANI is required for the following reasons: to associate the SIP caller with a civic address The ANI has a civic address registered in the ALI to enable the operator to call back the originator of the call NN Standard Release January 2007

28 28 Understand Emergency Response Locations Emergency call support The main things to consider for emergency call support are: Each branch in the location tree hierarchy must have one, and only one, ERL somewhere in the branch The ERL does not necessarily have to be the leaf location, but two ERL cannot be assigned on the same branch In other words, an ERL cannot have another ERL in its child location subtree Provisioning Client menus prevent multiple ERLs from being defined in the same branch The Location Services > ERL menu option is not present for locations defined below an existing ERL in the location tree hierarchy The menus do not require an ERL to be defined for each branch It is left up to the administrator to enforce this The following figure shows an ERL location tree example for the xyzcom domain NN Standard Release January 2007

29 Emergency Response Locations 29 Figure 4 E911 call support Example of creating a location hierarchy The following figure shows an example of a location hierarchy Figure 5 Example of a location hierarchy NN Standard Release January 2007

30 30 Understand Emergency Response Locations The location hierarchy within the xyzcom domain is created as follows: Table 4 Creating a hierarchy and location rules If you create this hierarchy Ottawa, Raleigh, Richardson, Galatyn C, Lab Building, and Tower 1st Floor - Galatyn C, 2nd Floor - Galatyn C and 3rd Floor - Galatyn C The following location definitions apply must all exist as locations but must not be defined as ERLs must all exist as locations first, but they must also be further defined as ERLs in order to provide Enhanced 911 capabilities to the "Galatyn C" area Note: If Galatyn C is defined as an ERL, the provisioning menus do not allow 1st Floor - Galatyn C, 2nd Floor - Galatyn C, or 3rd Floor - Galatyn C to be defined as ERLs In this case, these three locations beneath the ERL represent locations with a more granular scope than that of the Galatyn C ERL Location selection As part of the logon process, the MCS Multimedia Clients (Multimedia PC Client, Multimedia Office Client, Multimedia Web Client, Multimedia PC Client for IBM Lotus Notes), and the IP Phones prompt the user with a list of locations to select from as defined in the user s domain In order to specify the current physical location of the client being used, the user selects an appropriate location from the presented list By choosing a leaf location during the login process, the user is also specifying how Enhanced 911 calls are processed from that client The selected location is used for emergency calls and any other location-based services Note: The first user to log on to an IP Phone is always prompted to select a location, even if the location of the device has been provisioned by the administrator If the device location has been provisioned, this location is highlighted as the default after the first user logon to the device, in order to streamline the location-selection process Location descriptions The displayed location list is a list of the location descriptions, a user-friendly, shorter description of the complete location The user is provided with a list of locations in the contacts menu For example, NGC, 2nd Floor is displayed in the list instead of the MSAG or physical address of the following address: 2380 Someplace Dr, Richardson, TX 11111, Floor 2 NN Standard Release January 2007

31 Location selection 31 A previously selected location is always at the top of the location list, so users do not have to scroll through numerous locations every time they log on Location categories Locations are categorized under parent locations and the parent locations can be defined under higher-level parent locations The resulting tree hierarchy allows easy navigation to a leaf location, even when the list of locations is large For example, assume a user is part of the xyzcom domain Two top-level locations, Richardson and Ottawa, are defined within the xyzcom domain When users log on to the Multimedia Clients (MCS Multimedia Clients (Multimedia PC Client, Multimedia Office Client, Multimedia Web Client, Multimedia PC Client for IBM Lotus Notes) or IP Phone for the first time, they can choose either Richardson or Ottawa as a location The next level of locations is then displayed, possibly describing various campuses or buildings within the selected city Once a building or campus is chosen, the location list for that location level is displayed From the location list, the users select their specific locations Note: The user can only select leaf locations from the list How the Other location entry is used The Other entry is always included in the displayed location list for the following reasons: in case the user is in an area not encompassed by a provisioned ERL if the user is not familiar with their current surroundings as a default value for first-time installation If the user selects the Other entry from the list, a warning is displayed indicating that a location was selected that can affect the user s emergency services This means the PSAP operator must ask the caller where they are located (physical location), since the PSAP operator does not have this information The emergency call can terminate to the incorrect PSAP if the Other location or an incorrect location is selected This is only an issue when the MCS 5100 system is connected to: more than one Public Switched Telephone Network (PSTN) system a PSTN system that spans more than one PSAP area If no location is selected by the user, the Other location is used by default NN Standard Release January 2007

32 32 Understand Emergency Response Locations Benefits of a user choosing a location The benefits of a user choosing an appropriate location are: zero-cost moves of the Multimedia Clients and the IP Phones within the enterprise, because no administrative intervention is required a consistent solution across all clients (IP Phones, Multimedia Clients) a solution spans across the breadth of the enterprise network, penetrating firewalls, and traversing Network Address and Port Translation (NAPT)devices a user can move between defined locations, for example, between ERLs, and still obtain proper emergency connectivity, as long as the move is within the user s parent domain Note: The selected location identifies the location of the device, not necessarily the location of the user A user can be logged onto numerous devices simultaneously, so the selected location indicates the location of the device the user is calling from If no location is selected (for example, the Other location in the location list is selected), emergency calls are routed to the default gateway The default gateway is the gateway specified when the Other location is provisioned as an ERL If the Other location is not provisioned as an ERL, normal telephony translations occur if a user with the Other location selected makes an emergency call All clients or devices have the location of Other by default Third-party clients and emergency calls WARNING Nortel Multimedia Wireless Client users who dial 911 will be directed to their wireless service provider for emergency services 911 service is provided by the wireless service provider, not the MCS Other MCS 5100 clients (third-party applications, including the MSN client) connected to the MCS 5100 system can dial emergency numbers Emergency calls from these clients or telephones are processed using the location associated with the user (through provisioning) This mechanism does not provide the same location selection flexibility on third-party clients as that offered by the Multimedia Clients, and the IP Phones For example, these clients cannot move around as freely, and moves can require administrative changes However, it does properly process emergency calls from these clients or telephones NN Standard Release January 2007

33 Location-precedence definitions 33 After an emergency call is initiated from a third-party client or telephone, the call is processed according to the location associated with the originating end user account as follows: The emergency call is routed to the gateway provisioned in the ERL If the associated location is not provisioned as an ERL, normal telephony translations occur If no location is associated with the user, location precedence rules are applied to identify an appropriate location (the provisioned default location of the domain or the Other location) and the emergency call is processed accordingly If the domain Other location is not provisioned as an ERL, normal telephony translations occur Location-precedence definitions The location precedence rules govern the use of location information in the processing of calls to provide predictable use of the location information that is available across the MCS 5100 system Table 5 Location precedence Location The location-precedence rules defined in the following table specify the most suitable location of an entity MCS 5100 core clients Non-MCS 5100 clients Service Nodes, Media Application Servers Foreign Domain Subscriber selected location first NA NA NA Provisioned subscriber second first first NA Provisioned domain location third second second NA The default Other location fourth third third first NA=Not Applicable NN Standard Release January 2007

34 34 Understand Emergency Response Locations Applying precedence rules to locations In order to make the best contextual determination of a user s location, the location precedence rules apply, as described in the following table Table 6 Applying precedence rules Entity MCS 5100 Core clients, Multimedia Clients and the IP Phone Non-MCS 5100 clients cannot dynamically select location The statically provisioned subscriber location takes precedence over all other locations Service Nodes: The provisioned node location takes precedence over all other locations Media Application Server (MAS): Terminations only Originations are based on the originating domain information Foreign domain Location-precedence rule 1 Subscriber-selected location 2 Provisioned subscriber default location 3 Provisioned domain-default location 4 Other location 1 Provisioned subscriber-default location 2 Provisioned domain-default location 3 Other location 1 Provisioned service-node default 2 Provisioned domain-default location 3 Other location 1 Provisioned pooled-entity default location 2 Provisioned domain-default location 3 Other location Other location Importance of choosing the right location A user chooses a location during log on, but is free to change the location at any time on the client The user must select the location that most accurately reflects the current geographic location If the correct location is not selected, emergency response may be delayed because the emergency call was not routed to the local PSAP NN Standard Release January 2007

35 35 Configure the MCS 5100 system for Enhanced 911 CAUTION You must have system administrator rights to perform many of the tasks in this section Topics in this section "Administrator roles and Enhanced 911" (page 35) "Overview of the MCS 5100 Enhanced 911 network architecture" (page 36) "Emergency numbers and aliases" (page 37) "Add gateways, routes, and trunk groups" (page 39) "Enhanced 911 translation and routing" (page 40) "Termination feature override on PSAP callback" (page 40) "Third-party applications" (page 41) Administrator roles and Enhanced 911 As a system administrator, you provision everything in the MCS 5100 system, including the following Enhanced 911 (E911) fields: emergency numbers Nortel recommends that emergency numbers are provisioned last, after the locations and ERL are provisioned emergency aliases gateways Note: The system administrator may not be the same person that provisions locations and ERL NN Standard Release January 2007

36 36 Configure the MCS 5100 system for Enhanced 911 Because the system administrator may not have enterprise-specific information (for example, campus building names, OSN, and IM address), it is most likely that the domain administrator creates the location tree and ERLs The administrator provisions: a default location to associate with a user location fields for domains, subdomain, and users domain-level Location Services fields Note: If the customer already has telephony routes for 911 (for example, telephony routes provisioned), the telephony routes can be removed after everything else is provisioned (such as ERL) Overview of the MCS 5100 Enhanced 911 network architecture The following figure shows the MCS 5100 Enhanced 911 network architecture Figure 6 Overview of Enhanced 911 network architecture How an emergency call works in the MCS 5100 network In order to provide support for Enhanced 911 emergency calls, the following tasks are performed Define generic locations within the enterprise in accordance with local emergency laws NN Standard Release January 2007

37 Emergency numbers and aliases 37 Define the generic locations as ERLs with Service Node, ANI, and (optionally) OSN instant message details configured After all ERL are provisioned, the Enhanced 911 administrator downloads the ERL list (a comma-separated value [CSV] file) by clicking the Get Printable ERL List link on the Emergency Response Location Management page The ERL list can optionally be sent by certified postal mail to the PSAP to update the ALI database with the new ERL and ANI information This is done in accordance with local emergency legislature Various components of the system are provisioned with location information, such as Gateways and MAS resources Users logging on to IP Phones or Multimedia Clients are prompted to select their current location from a list of ERLs The selected location is stored for use in processing Enhanced 911 calls from these clients Enhanced 911 emergency calls can now be completed successfully to the local PSAP CAUTION If an emergency call is made from an IP Phone or Multimedia Client without selecting a location (or with an incorrect location selected), the emergency call can be routed to the incorrect PSAP Emergency numbers and aliases Emergency numbers and aliases are defined on a per-system basis; therefore, they do not need to be provisioned for each domain Emergency numbers differ from location to location Where an MCS 5100 system serves users in two or more areas with different emergency numbers, emergency numbers for all areas served must be provisioned as emergency numbers A log is generated each time emergency numbers are added or deleted Dialing an emergency number After a user dials a telephone number, the number dialed is compared against the list of provisioned emergency numbers to determine if the call is an emergency call Comparisons are done using a starts-with matching condition, so a user dialing matches a provisioned 911 emergency number Any digits or characters dialed after a match are removed, so the number is translated to 911 before being routed through the gateway to the PSAP NN Standard Release January 2007

38 38 Configure the MCS 5100 system for Enhanced 911 To prevent users from being provisioned with user names that are the same as emergency numbers, the numbers database table is queried each time a new user is added to verify that no conflicts exist If an emergency number matches the given user name, an error message indicating this match displays to the administrator Similarly, if an administrator attempts to add an emergency number that has already been assigned as a user name, or matches using starts-with matching, an error message displays instructing the administrator to first delete the user before adding the emergency number Recommendations and examples of common emergency numbers are described in the IETF Emergency Services for Internet Telephony based on the Session Initiation Protocol (SIP) Internet draft For more information or to read this document, see wwwiptelorg/basic_changes_in_configuration_file_0 Add an emergency number In order to provide support for Enhanced 911 emergency calls, perform the following procedure Procedure 1 Adding an emergency number Step Action In the Provisioning Client: 1 Click the System > Emergency Numbers menu option The Add Emergency Numbers window displays 2 Enter one or more emergency numbers in the field provided 3 Click Add 4 To remove a number from the list, select the entry in the list and click Remove 5 Click Save Emergency Numbers List to save all numbers End Assign an Emergency aliases Emergency aliases can be assigned to emergency numbers For example, 9911 can be defined as an alias to the emergency number 911, in case users are accustomed to dialing a 9 to get an outside line before making a call NN Standard Release January 2007

39 Add gateways, routes, and trunk groups 39 Emergency aliases resolve to the actual emergency number prior to going out of the gateway So, if a user dials the emergency alias 9911, the number resolves to 911 and 911 is sent out the gateway provisioned against the ERL selected by the user Emergency aliases also use the starts-with matching condition Therefore, dialing matches against the 9911 alias Note: Initially the system administrator may not know all the emergency aliases required by the enterprise Therefore, emergency aliases can be added at any time, as the need arises Procedure 2 Assigning an emergency number alias Step Action In the Provisioning Client 1 Click the System > Emergency Numbers menu option The Add Emergency Numbers window displays 2 Click the Assign Emergency Alias link 3 Click the Details link for the number that the alias is for Figure 7 Emergency alias management list 4 Enter any required information 5 Click Add The number appears in the Emergency Alias List 6 To remove a number from the list, click Remove 7 Click Save Emergency Alias List to save all aliases End Add gateways, routes, and trunk groups Before provisioning an ERL, a gateway with direct connectivity to the PSTN and the local PSAP must be provisioned to route the emergency call NN Standard Release January 2007

40 40 Configure the MCS 5100 system for Enhanced 911 Using the Provisioning Client, the system administrator configures the system-level gateway, trunk group, and route that is referenced by domain administrators when defining ERL for their domains Note: The initial default location association for a new gateway is the system domain Other location However, you can make a more appropriate association by selecting any of the other defined locations in the list for the system domain Gateway routes are needed for the Enhanced 911 service to associate the domain to a gateway Because an ERL is associated with a gateway route, the system administrator must provision at least one gateway route before the domain administrator can start provisioning ERLs The gateway route that is associated with a domain appears on the ERL Details page in the gateway route drop-down list In addition, the system administrator must provision a gateway trunk group The ERL always uses the first provisioned trunk group, even if there are several trunk groups provisioned For information about provisioning gateways, routes, and trunk groups, see Provisioning Client User Guide (NN ) Enhanced 911 translation and routing In MCS 5100, when ERLs are properly defined (with gateway routes for domains and subdomains provisioned directly in ERL), any additional telephony translation to obtain the gateway routes is not required to forward emergency calls However, when ERL and emergency numbers are not provisioned, the MCS 5100 system depends on domain and subdomain translation and routing to forward Enhanced 911 calls Termination feature override on PSAP callback After a PSAP initiates a callback using the ANI, a SIP INVITE is sent to MCS 5100 MCS 5100 checks to see if the call is destined for one of the provisioned ANIs If so, the priority header in the SIP message is modified to indicate that this is an emergency callback As a result, features such as Personal Agent routing and branding are bypassed, and the call is sent to the intended client The client recognizes the call as an emergency callback due to the priority header As a result, it overrides terminating service features allowing the call to terminate at the user s telephone NN Standard Release January 2007

41 Third-party applications 41 The following limitations and restrictions apply: Overriding of client-specific features applies only to MCS 5100 core clients Overriding is not applicable for callbacks to residential subscribers Client-side features that are overridden are DND and CFW The redirect key is still available to the subscriber receiving an ANI callback Third-party applications Third-party applications can be developed to configure Enhanced 911 using the Application Programming Interfaces For more information, see MCS 5100 Application Programming Interfaces Reference (NN ) NN Standard Release January 2007

42 42 Configure the MCS 5100 system for Enhanced 911 NN Standard Release January 2007

43 43 Provisioning Enhanced 911 locations CAUTION You must have system administrator rights to perform many of the tasks in this section Topics in this section "Overview of enterprise and residential Emergency Response Locations (ERL)" (page 43) "View system log files" (page 46) "Create an enterprise ERL" (page 47) "View or modify an enterprise ERL" (page 50) "Delete an enterprise ERL" (page 50) "Create a residential ERL" (page 53) "Modify or delete a residential ERL" (page 55) Overview of enterprise and residential Emergency Response Locations (ERL) When multiple locations are in the location hierarchy, you use the Location> Services > ERL submenu option to further refine locations into ERLs The domain administrator enters the following information: gateway route (obtained from the system administrator) one or more ANIs for callback OSN information Guidelines for setting up enterprise ERL The following applies to an enterprise (or carrier-hosted) configuration of an ERL ERLs are: defined on a per domain basis NN Standard Release January 2007

44 44 Provisioning Enhanced 911 locations assigned at least one digit PSAP callback number, also known as the automatic number identifier (ANI) configured for a minimum of one ANI required to generate a log file each time an ERL is added, modified, or deleted Note: There is no maximum number of ANIs that can be assigned to an ERL Introduction to ANI An ANI is a 10-digit Direct Inward Dialed (DID) number that is assigned to an emergency caller and is used by the PSAP to identify the emergency caller location The following apply to ANIs All ANIs must be unique Nortel recommends that you verify that each ANI is unique before provisioning Any ANI added counts against the system-defined maximum user count value assigned to a domain An ANI is assigned to a caller for two hours, after which tine calls made to the ANI no longer associate with the caller If more than one ANI is assigned to a given ERL, the oldest used ANI is chosen for the current call If there are more concurrent callers making emergency calls than ERL ANIs provisioned, the oldest ANI is assigned to the most recent emergency caller For example, if two ANIs are provisioned for an ERL and three users are making emergency calls, the ANI assigned to the first emergency caller is given to the third emergency caller The PSAP can no longer reach the first emergency caller after the third caller makes the call To avoid this situation, an adequate number of ANIs must be provisioned for an ERL service area How OSN works On-site notification (OSN) is accomplished by sending an instant message (IM) to the on-site personnel, such as the front desk or local security guard The IM appears at the security or administrative desk equipped with either a Multimedia Client or an IP Phone Note: If a notification has to be sent to a second location, that route can be set up in the OSN user simultaneous ring list NN Standard Release January 2007

45 Overview of enterprise and residential Emergency Response Locations (ERL) 45 The following applies to OSN: OSNs are required for enterprise sites larger than square feet that do not have an address associated with a user s device or a location from which the user is calling an emergency number OSNs can optionally notify on-site security or administrators, by means of an IM (instant message), of the emergency Note: Because the intent of the OSN instant message is for notification only, there is no capability to respond to the OSN instant message The OSN capability enables the operator to direct emergency teams to the correct location for faster response OSN must provide 24-hour-a-day on-site security support that is capable of receiving the IM notifications OSN generates a Session Manager log to provide an electronic audit trail each time an OSN instant message is sent Details such as the date, time, emergency caller, and location are included in the log file The following table describes the contents of the OSN instant message Table 7 OSN instant message IM contents Caller Location MSAG address PSAP callback number SIP Address Description The caller s information is displayed, such as first and last name of the user making the call This field contains the location description The house number and street address from the database of street names This field provides the ANI sent to the PSAP This field contains the SIP address of the emergency caller The following figure shows a sample IM as it appears at the local security personnel s Multimedia Client NN Standard Release January 2007

46 46 Provisioning Enhanced 911 locations Figure in an Instant Message chat View system log files Logs are generated after an ERL or location is added, deleted, or modified Each log is slightly different but contains the following information: domainname location locationdescription locationid osnimadd erltyper gatewayroute gatewayrouteid For detailed information about accessing and viewing system log files, see System Management Console User Guide (NN ) and Alarms and Log Reference (NN ) Example audit log The following is a sample of an audit log Prov PROV606 APR19 17:05: SUMM INST0 Provisioning_ClientProvisioning Security Audit Log: RequestType:ProvClient, Administrator:prov, Command:Add NN Standard Release January 2007

47 Create an enterprise ERL 47 ERL ( adderl ), IP Address: , Comments: String domainname =[nortelnetworkscom]& String locationname =[Chicago]& DetailedErlInfo =[ Erl Type:enterprise Osn IM Addr:secuity@xyzcom [ANI: @nortelnetworkscom] Prov GatewayRouteId:405]& PROV606 APR19 17:06: SUMM INST0 Provisioning_ClientProvisioning Security Audit Log: RequestType:ProvClient, Administrator:prov, Command:Modify ERL ( modifyerl ), IP Address: , Comments: String domainname =[nortelnetworkscom]& String locationname =[Chicago]& DetailedErlInfo =[ Erl Type:residential GatewayRouteId:405]& Create an enterprise ERL Use the following procedure to configure an enterprise ERL Procedure 3 Creating an enterprise ERL Step Action In the Provisioning Client: 1 Under the domain where you want to create an ERL, click the Location Services > ERL menu option 2 Click an existing location name to define an ERL for that location NN Standard Release January 2007

48 48 Provisioning Enhanced 911 locations Figure 9 Define location as an ERL 3 Complete the fields to define a location as an ERL as described in the following table Table 8 ERL description Field Residential ERL Description Indicates whether an ERL is a residential ERL Note: This field is left unchecked for enterprise and carrier-hosted configurations Gateway route The gateway route used to terminate to the local PSAP All gateway routes for the current domain are listed in the menu Selecting the gateway route is enough to terminate the call, because the application server automatically uses the first trunk group it finds in that route Note: Gateway routes should be provisioned before defining an ERL NN Standard Release January 2007

49 Create an enterprise ERL 49 Field Description OSN Instant Message SIP Address ANI Domain ANIs Selected The SIP address (for example: receives an OSN instant message a user with the current ERL selected as their location makes an emergency call The OSN field can be left blank to disable OSN instant messaging on this ERL The maximum length is 60 characters ANI entered in these fields are added to the ANI Selected list after the ADD button is pressed The ANI is an address that the PSAP uses to call back the emergency caller ANI length is between 10 and 22 digits The selected domain or subdomain associated with the entered ANI This is a list of all ANIs associated with the ERL Highlighting an ANI and clicking the Remove button removes the ANI from the list There is no limit to the number of ANIs that can be added for each ERL, but at least one ANI must be assigned After an ANI is removed from an ERL, a warning message to indicates that emergency callback services can be affected Note: ANIs count against the total number of subscribers in the system Domain The domain or subdomain associated with each ANI Highlighting a domain or subdomain and clicking the Remove button removes the ANI from the list 4 Click Save Note: A log is generated each time an ERL is added End NN Standard Release January 2007

50 50 Provisioning Enhanced 911 locations View or modify an enterprise ERL Use the following procedure to view or modify an existing ERl Procedure 4 Viewing or modifying an enterprise ERL Step Action In the Provisioning Client: 1 Under the domain where you want to view or modify details about an existing enterprise ERL, click the Location Services > ERLs menu option Note: The folder icon to the left of the location name indicates that locations are already defined as ERLs 2 Click the ERL name (next to the folder icon) that you want to view or modify 3 View or modify the enterprise ERL as described in thetable 8 "ERL descriptionbelow Table" (page 48) 4 Click Save ERL Note: A log is generated each time an ERL is modified End Delete an enterprise ERL CAUTION You must have system administrator rights to delete an enterprise ERL The following guidelines apply for deleting an ERL: Deleting an ERL does not delete the location Locations must be deleted from the Location Management provisioning page in the Location Services > Locations window Deleting an ERL does not remove the ERL and ANIs from the ERL and ANI database tables immediately Instead, a time stamp of the current time plus two days (twice the longest configurable client reregistration interval) is written to the database tables DEPRECATED field This is required because users are not forced to select a new location NN Standard Release January 2007

51 Delete an enterprise ERL 51 immediately after their currently selected location is deleted The user is prompted to select a new location only after the latest location list is downloaded, which occurs once the reregistration interval expires A deleted ERL no longer appears on provisioning pages and is treated as if it was deleted From a call-processing perspective, the deleted ERL details are accessible for two days, in case a user with a deleted ERL makes an emergency call A process is runs once every 24 hours to remove location and ERL database entries that have expired DEPRECATED field values More details about this task can be found in "Update the PSAP database" (page 59) Use the following procedure to delete an enterprise ERL Procedure 5 Deleting an enterprise ERL Step Action In the Provisioning Client: 1 Under the domain where you want to delete an existing ERL, click the Location > Services > ERL menu option Figure 10 Emergency response location management NN Standard Release January 2007

52 52 Provisioning Enhanced 911 locations Note: The folder icon to the left of the location name indicates that locations are already defined as ERLs Figure 11 ERL Details 2 Click the ERL name (next to the folder icon) that you want to delete The ERL Details windows appears CAUTION If you do not have system privileges to delete an ERL, the Delete ERL button does not appear 3 Verify that this is the ERL you want to delete 4 Click the Delete ERL button The Confirmation required box appears NN Standard Release January 2007

53 Create a residential ERL 53 Figure 12 Confirmation required box Note: A log is generated each time an ERL is deleted 5 To continue with the delete operation, enter a valid administrator password in the confirmation window and click Confirm End Create a residential ERL Note: Each user must have a Public Charge ID provisioned The user s Public Charge ID is a 10 to 22 digit Direct Inward Dialed (DID) number, which the PSAP uses to reach an emergency caller During call processing, if a user selects a location that is associated with a residential ERL, the PSAP receives the user s Public Charge ID to identify the user in the ALI database If the administrator neglects to provision the Public Charge ID for the user and that user makes an emergency call, a log is generated that looks like the following: WARNING: A Residential Emergency Call is being processed from Location (WestRichardsonPSAP) MSAG ( local PSAP location ) " The Public Charge Id is NULL for subscriber (will@xyzcom) PSAP callbacks might NOT be possible for this subscriber <<END>> The call terminates without an ANI Use the following procedure to create a residential ERL NN Standard Release January 2007

54 54 Provisioning Enhanced 911 locations Figure 13 Define location as an ERL Procedure 6 Creating a residential ERL Step Action In the Provisioning Client: 1 Under the domain where you want to create an ERL, click the Location Services > ERL menu option 2 Click an existing location name to define an ERL for that location 3 Complete the following tables to define a location as an ERL as described in the table that follows Note that once the Residential ERL field is checked, some fields become inactive (appear grayed out on the page) because they are not applicable in the residential call Table 9 Residential ERL field descriptions Field Residential ERL Gateway Route Description The check box indicates that this ERL is a residential ERL Select a gateway route from the list of gateway routes for the current domain to use to terminate to the local PSAP In the residential configuration, ERLs are zoned by gateway NN Standard Release January 2007

55 Modify or delete a residential ERL 55 4 Click Save End Modify or delete a residential ERL CAUTION You must have system administrator rights to delete a residential ERL Use the following procedure to modify or delete a residential ERL Procedure 7 Modifying or deleting residential ERL Step Action In the Provisioning Client: 1 Under the domain where you want to modify or delete an ERL, click the Location Services > ERL menu option Figure 14 ERL details 2 Click an existing ERL NN Standard Release January 2007

56 56 Provisioning Enhanced 911 locations 3 To modify a gateway route, select a new gateway from the drop-down list of gateways Click Save ERL 4 To delete the residential ERL, uncheck the Residential Gateway checkbox and click Delete ERL A confirmation box appears warning that deleting the residential ERL could affect service Figure 15 Confirmation required box Note: A log is generated each time an ERL is deleted 5 If you wish to continue with the delete operation, enter a valid administrator password in the confirmation window and click Confirm, or click Cancel to retain the ERL 6 Click Save ERL End NN Standard Release January 2007

57 57 Emergency application service Topics in this section "Overview of the emergency application (EA) service" (page 57) "MCS 5100 clients and the EA service" (page 57) "Non-MCS 5100 clients and the EA service" (page 58) Overview of the emergency application (EA) service The emergency application (EA) service performs the following tasks: Queries the database module to obtain the ERL location, ANI, OSN information, user information, and so forth, upon an emergency number match The originator is in an enterprise location, a temporary change associates the ANI with the user for 2 hours Modifies the INVITE sent to the Gateway to contain the ANI in the P-Asserted-Identity and Remote-Party-ID headers Residential users use Public Charge ID, rather than an ANI-provisioned on the ERL Performs OSN: If OSN is provisioned, the EA service builds and sends an instant message to the on-site personnel with the emergency caller s details This is not applicable to residential users Logs the call details for audit purposes Disables authentication for emergency calls MCS 5100 clients and the EA service The following steps describe how the EA service works with the MCS 5100 clients 1 Sends the location ID for the MCS 5100 client x-nt-location header of the INVITE message 2 Calls originated by other entities (for example, gateways, Media Application Server, older MCS 5100 access clients) have their location ID derived from the provisioned location-infrastructure using the location precedence rules NN Standard Release January 2007

58 58 Emergency application service 3 The Session Manager matches the requested URI with the list of provisioned emergency numbers and triggers the EA service if a match occurs 4 The EA service queries the database module for the gateway routes, OSN, and ANI information using the location ID In this case, normal telephony translations to obtain the gateway routes are not performed 5 The user s resource ID and the current timestamp are stored against the ANI in the database module If the PSAP needs to call the user who dialed the emergency number, they do so using this ANI The following guidelines apply: The ANI is assigned to the user for 2 hours, after that calls made to the ANI no longer maps to the user The ANI serves as an alias so that the user receive calls at the user s SIP address If more than one ANI is assigned to a given ERL, the ANI that was used last is chosen and assigned to the current call Note: If more users in the same location make emergency calls than there are multiple ANIs provisioned against that location, the ANI is assigned to the most recent emergency callers For example, if two ANI are assigned to location Lab 2 and three users with the Lab 2 location selected make emergency calls, the first emergency caller loses the temporary ANI assignment to the third emergency caller Thus PSAP callback to the first emergency caller does not work Retrieving the gateway route from the database module based on the location ID ensures that the emergency call is routed to the PSAP tied to the location sent in the INVITE Note: To be able to support call retry, in case the call to the PSAP fails, more than one trunk group must be specified Non-MCS 5100 clients and the EA service For non-mcs 5100 clients (for example, all other SIP clients), the domain administrator must associate a location to the subscriber ahead of time so that the call can route Otherwise, the location Other is used to route the call NN Standard Release January 2007

59 59 Update the PSAP database Topics in this section "Capturing ERL additions, deletions, and modifications" (page 59) "Remove deprecated locations, ERL, and ANI" (page 60) Capturing ERL additions, deletions, and modifications An emergency services administrator is responsible for capturing any ERL additions, deletions, or modifications and sending a letter to the appropriate PSAP to instruct them to update the database after an ERL change occurs Because changes to the ERL occur very infrequently, this approach works just as well as much more expensive automated ALI database-update solutions Use the following procedure to display and print a list of currently provisioned ERLs Procedure 8 Capturing ERL additions, deletions and modifications Step Action In the Provisioning Client: 1 Under the domain or subdomain where you want to capture the ERL changes, click the Location Services > ERL menu option 2 Click the Get Printable ERL List link A new browser window appears that displays a text-only, comma separated value (CSV) listing of all ERLs The list contains the following information about the ERL: ANI MSAG NN Standard Release January 2007

60 60 Update the PSAP database Figure 16 Location information 3 From the window, print the list of currently provisioned ERLs to include in a letter to the PSAP for ALI database update purposes 4 Close the window and return to the Provisioning Client End Remove deprecated locations, ERL, and ANI A job is added to the nightly database-cleanup activities to remove deprecated locations, ERLs and ANIs The DEPRECATED fields in the database tables contain timestamps of when the locations, ERLs and ANIs are no longer valid If the value in the DEPRECATED field is before the current date and time, the location, AN, or ERL is permanently deleted from the database table NN Standard Release January 2007