On-Site 911 Notification Using Cisco Unified Communications BRKUCC-2012

Transcription

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2 On-Site 911 Notification Using Cisco Unified Communications

3 Session Objective This session will illustrate different methods by which an enterprise can enhance the emergency call handling At the end of this session, the participant should be able to: Configure basic and advanced on-site notification Understand emergency call flows for on-site notification Understand options to reduce accidental calls to 911 Understand how to configure visual call notification

4 Prerequisites and Context Cisco Unified Communications Manager configuration Solid understanding of call processing and gateway selection Solid understanding of Single Number Reach configuration Established/existing configuration for emergency call processing Understanding of Cisco Emergency Responder (optional) This session will not Explain how to set up emergency call processing Explain how to configure Cisco Emergency Responder Replace CER functionality

5 Agenda Emergency Calling Basics Emergency Calling with On-Site Notification Emergency Calling with On-Site Notification and Participation Emergency Calling with Emergency Responder and On-Site Notification and Participation On-Site Emergency Call Visual Notification Emergency Calling with Emergency Responder and On-Site Notification and Participation and Gateway Selection Summary

6 Emergency Calling Basics

7 Terms and Acronyms PSAP (Public Safety Answer Point) Publicly funded facility where 911 calls are routed and dispatched ALI (Automatic Location Identification) The automatic display at a PSAP of the calling party and an address/location ANI (Automatic Number Identification) The calling party number SR (Selective Router) Specialized telephone switch that routes calls to the appropriate PSAP based on the ANI and ESN LEC (Local Exchange Carrier) LEC is the local telephone company. Also called ILEC (Incumbent LEC) or CLEC (Competitive LEC)

8 Emergency Calling Basics What is 911 (Not E911) A simple and easy to remember telephone number Allows automated call routing to the local public safety agency (police or fire) Established as universal help number in 1968 Location information no provided Varying degrees of deployment globally Enhanced 911 in North America European Commission recommends use of 112 India rolling out 108 nation wide

9 Emergency Calling Basics North American Enhanced 911 (E911) Calls routed by Selective router to PSAP based on Calling Party Number Sends emergency calls to correct PSAP based on A fixed number of the circuits connection point (Traditional 911) Automatic Number Identification (ANI) (PS-ALI service) ALI Database - A record for each telephone number showing the location (street address) of the number BRKUCC-2004: Emergency Calling and Cisco Unified Communications

10 Local Route Groups Device pool are location/site-specific Route Group defines gateways with common dialing properties A Route Group is assigned to a device pool as the Local Route Group The Local Route Group is associated with all devices of the device pool: phones, gateways, trunks, etc.

11 Local Route Groups Route Lists refer to Local Route Groups (LRG) LRG reduces route patterns and basic local failover RG-San Jose SJ Gateways RG-Milptas Milpitas Gateways RG-SF SF Gateways

12 Emergency Calling Basics San Jose 170 First St ANI: ANI: Address: 170 First St 9 11 Route Pattern: 911, RL/RG: LRG V PRI PSTN San Jose PSAP Class 5 CO Switch Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ANI: Address: 100 Main St

13 Emergency Calling Basics San Jose 170 First St ANI: ANI: Address: 170 First St Route Pattern: 911, RL/RG: LRG V PRI PSTN San Jose PSAP Class 5 CO Switch Selective Router 9 11 FXO Milpitas 100 Main St ANI: Milpitas PSAP ANI: Address: 100 Main St

14 Emergency Calling Basics Cisco Unified Communication Manger supports: Provides basic call routing with Calling party number Call routes immediately after 911 (or 9911) is dialed No delay in dial Only record of the call in CDR s Must have access to CDR s to view calls to 911 Calls routed via LRG or device specific CSS

15 Emergency Calling Basics Customer Requests Process emergency calls quickly, but allow short delay NOTE: Emergency calls using 911 to reach a Public Safety Answering Point (PSAP) are considered urgent calls that should not be delayed through a call processing system. In an emergency situation, every second counts and diverting or delaying the call may lead to a fatal outcome Customers request notification of on-site security personnel to assist an emergency situation prior to the arrival of police, fire or EMT services. Customer asks for on-site security the ability to participate in an established 911 call and provide local assistance to the caller in an emergency Allows on-site personnel to review calls to 911 without having to use CDRs

16 Emergency Calling Basics for On-Site Notification Setup Single Partition for all on-site notification calls and call processing Only access point will be through 911/9911 translation pattern Egress will be out an appropriate gateway 911 On-site Partition MAGIC HAPPENS HERE! 9911 Translation Pattern: 911->xxxxx/pt_ >xxxxx/pt_911 Route Pattern: 911/pt_911 RL/RG

17 Emergency Calling with On-Site Notification

18 Emergency Calling with On-Site Notification Objectives: q Provide simple, on-site notification for all emergency calls q Allow for a short delay to prevent accidental calls to 911 q Do not alter the correct gateway selection to reach a local PSAP q Allow multiple sites to be monitored by a single on-site device q Provide the ability to view calling name and number for any call to 911 (w/o CDR access)

19 Emergency Calling with On-Site Notification Solution : Route calls to 911 through a single phone for notification (reflector phone) Allow call to route via Local Route Group to correct PSAP

20 Emergency Calling with On-Site Notification 1. Create a Partition and two Calling Search Spaces 1. AccessToOnSite911 used by 911 translation patterns to reach Notification Phone 2. NotificationPhoneCSS used by on-site phone to call all phones and 911 directly

21 Emergency Calling with On-Site Notification 2. Configure one or more phones to be the Notification Phone for calls to Configure CFNA/CFB/CFUR to 911 Route Pattern Display on calling phone Directory Number for calls to 911 Forward to real 911 Delay before calling 911

22 Emergency Calling with On-Site Notification 4. Configure the real 911 route pattern to use Local Route Group for gateway selection

23 Emergency Calling with On-Site Notification 5. Configure all phones to route calls to the Notification Phone via DEVICE level Calling Search Space NOTE: To this point, no changes have been made to existing 911 call flow

24 Emergency Calling with On-Site Notification 6. Establish translation pattern(s) to route 911 (or 9911) calls to notification phone Calling Search Space points to partition that has the notification number Set to Restricted for proper display on calling phone Set to directory number of notification phone

25 Emergency Calling with On-Site Notification San Jose 170 First St ANI: Translation Pattern: 911->60911/pt_ >60911/pt_911 DN: 60911/pt_911 CFNA: 911(2 sec) On-Site Notification Route Pattern: 911/pt_911 RL/RG: LRG V Class 5 CO Switch ANI: Address: 170 First St PSTN San Jose PSAP Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ANI: Address: 100 Main St

26 Emergency Calling with On-Site Notification 9 11 San Jose 170 First St ANI: Translation Pattern: 911->60911/pt_ >60911/pt_911 DN: 60911/pt_911 CFNA: 911(2 sec) On-Site Notification Ring Route Pattern: 911/pt_911 RL/RG: LRG V Class 5 CO Switch ANI: Address: 170 First St PSTN San Jose PSAP Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ANI: Address: 100 Main St

27 Emergency Calling with On-Site Notification San Jose 170 First St ANI: Translation Pattern: 911->60911/pt_ >60911/pt_911 DN: 60911/pt_911 CFNA: 911(2 sec) On-Site Notification Ring Route Pattern: 911/pt_911 RL/RG: LRG V Class 5 CO Switch ANI: Address: 170 First St PSTN San Jose PSAP Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ANI: Address: 100 Main St

28 Emergency Calling with On-Site Notification Objectives: q Provide simple, on-site notification for all emergency calls q Allow for a short delay to prevent accidental calls to 911 q Do not alter the correct gateway selection to reach a local PSAP q Allow multiple sites to be monitored by a single on-site device q Provide the ability to view calling name and number for any call to 911 (w/o CDR access)

29 Emergency Calling with On-Site Notification Caveats: Minimum delay ring before CFNA is 1 second Cannot set calling party number at RP level, -only set at GW level (or use Traditional E911) Must use LRG for call routing Notification phone must not be used for calling 911 Other Options Notification phone ringer can be on/off depending on customer requirement Can add visual notification (discussed later)

30 Emergency Calling with On-Site Notification and Participation

31 Emergency Calling with On-Site Notification and Participation Objectives: q *Provide a solution that will notify on-site personnel that a call to emergency services has been place as well as indication that a call is in progress q *Allow on-site personnel to view calling party info on active call q *Allow on-site personnel to barge into an active 911 call q Allow for a short delay to prevent accidental calls to 911 q Do not alter the correct gateway selection to reach a local PSAP q Allow multiple sites to be monitored by a single on-site device q Provide the ability to view calling name and number for any call to 911 (w/o CDR access)

32 Emergency Calling with On-Site Notification and Participation Solution : Will leverage Cisco Single Number Reach to anchor call on internal phone Set the SNR remote destination as 911 Allow call to route via Local Route Group to correct PSAP Configure on-site notification phone to barge into the call

33 Emergency Calling with On-Site Notification and Participation 1. Create the on-site notification phone as previously shown with the device settings: Recommended 3 line phone button template and one speed dial (SD for future use) Built in Bridge, Privacy and Single Button Barge set to off Device has MRGL with HARDWARE based conference Resources Barge allowed in Feature Control Policy or cbarge in Softkey template ( Remote in Use state)

34 Emergency Calling with On-Site Notification and Participation 2. First line has slightly different configuration Forward Busy and Forward No Answer to second line Forward Unregistered to Route Pattern to reach 911 (*1911 in this case more on this later) Set the Max Calls and Busy calls to 4

35 Emergency Calling with On-Site Notification and Participation 3. Add the second line Directory Number is in the pt_911 partition Forward Busy to third line Forward No Answer/ Forward Unregistered to Route Pattern to reach 911 Ring no Answer timer to 60 Set the Max Calls to 3 and Busy trigger to 1 (one active call per line)

36 Emergency Calling with On-Site Notification and Participation 4. Add the third line Directory Number is in the pt_911 partition Forward Busy/ Forward No Answer/ Forward Unregistered to Route Pattern to reach 911 Ring no Answer timer to 60 Set the Max Calls to 3 and Busy trigger to 1 (one active call per line)

37 Emergency Calling with On-Site Notification and Participation 5. Create a new End User Associate phone with user Set Primary Extension Enable Mobility, set the Primary Device Set Max Wait Time for Desk Pickup to 0

38 Emergency Calling with On-Site Notification and Participation 6. Create a Remote Destination Profile Associate with user Set Privacy to off Set Rerouting Calling Search Space to find 911 Route Pattern

39 Emergency Calling with On-Site Notification and Participation 7. Create a Remote Destination Destination Number will be the route pattern to reach 911 Answer Too Soon Timer/ Delay Before Ringing Timer set to 0 Enable Mobile Connect

40 Emergency Calling with On-Site Notification and Participation 8. Associate the Remote Destination Profile with the notification phone Directory Number will be same as second line (everything else populates when DN/partition is entered) Busy trigger must be 1

41 Emergency Calling with On-Site Notification and Participation 9. Return to the RPD and add another line associated with line 3 on Notification phone Same as first association, but for number When done, RDP should look like this

42 Emergency Calling with On-Site Notification and Participation 10. Enable the RDP lines with the Remote Destionation Check line association to enable calls to this Remote Destination

43 Emergency Calling with On-Site Notification and Participation 11. Create the route pattern for 911 Pattern is *X.911 in the pt_911 partition Route list will contain only the Standard Local Route Group Called party Discard digits set to PreDot

44 Emergency Calling with On-Site Notification and Participation Why is the Route Pattern *X.911? Because each remote destination must be unique in a cluster A remote destination is limited to 2 calls max (hard limit) With 2 lines for monitoring, no issue When 3 or more lines for monitoring are needed for monitoring, the 3 rd call will not trigger a call to RD (to 911) By using the *X.911 notation, support 10 RD s and 20 concurrently monitored calls Why do I need the first line? Shared lines only show received calls on the device that answered the call The remote destination for 911 will always answer the call The monitoring phone will not show the call to 911 The first line is used to Delay the call to 911, but also show all calls to 911

45 Emergency Calling with On-Site Notification 12. Establish translation pattern(s) to route 911 (or 9911) calls to notification phone Calling Search Space points to partition that has the notification number Set to Restricted for proper display on calling phone Set to directory number of notification phone

46 Emergency Calling with On-Site Notification and Participation San Jose 170 First St ANI: DN: 60911/pt_911 CFNA: 60912(2 sec) DN: 60912/pt_911 DN: 60913/pt_911 RDP911: RD *1911 Translation Pattern: 911->60911/pt_ >60911/pt_911 On-Site Notification Ring CFB Route Pattern: *X.911/pt_911 RL/RG: LRG V Class 5 CO Switch ANI: Address: 170 First St PSTN San Jose PSAP Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ANI: Address: 100 Main St

47 Emergency Calling with On-Site Notification and Participation San Jose 170 First St ANI: DN: 60911/pt_911 CFNA: 60912(2 sec) DN: 60912/pt_911 DN: 60913/pt_911 RDP911: RD *1911 Translation Pattern: 911->60911/pt_ >60911/pt_911 On-Site Notification CFB Route Pattern: *X.911/pt_911 RL/RG: LRG V Class 5 CO Switch ANI: Address: 170 First St PSTN San Jose PSAP Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ANI: Address: 100 Main St

48 Emergency Calling with On-Site Notification and Participation San Jose 170 First St ANI: DN: 60911/pt_911 CFNA: 60912(2 sec) DN: 60912/pt_911 DN: 60913/pt_911 RDP911: RD *1911 Translation Pattern: 911->60911/pt_ >60911/pt_911 On-Site Notification Ring CFB Route Pattern: *X.911/pt_911 RL/RG: LRG V PRI Class 5 CO Switch ANI: Address: 170 First St PSTN San Jose PSAP Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ANI: Address: 100 Main St

49 Emergency Calling with On-Site Notification and Participation Objectives: q Provide a solution that will notify on-site personnel that a call to emergency services has been place as well as indication that a call is in progress q Allow on-site personnel to view calling party info on active call q Allow on-site personnel to barge into an active 911 call q Allow for a short delay to prevent accidental calls to 911 q Do not alter the correct gateway selection to reach a local PSAP q Allow multiple sites to be monitored by a single on-site device q Provide the ability to view calling name and number for any call to 911 (w/o CDR access)

50 Emergency Calling with On-Site Notification and Participation Caveats: Cannot set calling party number at RP level, only GW level Must use LRG for call routing Must have first line to show all calls to 911 as missed calls Notification phone must not be used for calling 911 Optional Configuration: Notification phone ringer can be on/off depending on customer requirement Can add visual notification (discussed later)

51 Emergency Calling with On-Site Notification and Participation Variations: 1. Support for more than 2 on-site 911 monitoring lines - Create additional line appearances with CFB/CFUR to next number on the phone - Set last 911 line appearance to CFB/CFUR to 911 route pattern - Create additional Users/RDP/RD (Steps 5-10) for each 2 monitoring lines 2. This solution can support multiple on-site personnel locations -Using DEVICE level CSS to find 911 xlate for devices at a site

52 Emergency Calling with Emergency Responder and On-Site Notification and Participation

53 Emergency Calling with Emergency Responder and On- Site Notification and Participation Objectives: q *Allow on-site notification while utilizing CER to set the calling party information q Provide a solution that will notify on-site personnel that a call to emergency services has been place as well as indication that a call is in progress q Allow on-site personnel to view calling party info on active call q Allow on-site personnel to barge into an active 911 call q Allow for a short delay to prevent accidental calls to 911 q Do not alter the correct gateway selection to reach a local PSAP q Allow multiple sites to be monitored by a single on-site device q Provide the ability to view calling name and number for any call to 911 (w/o CDR access)

54 Emergency Calling with Emergency Responder and On- Site Notification and Participation Solution: Use Cisco Single Number Reach feature to anchor call on internal phone Set the remote destination as 911 Allow call to route via Local Route Group to correct PSAP Configure on-site phone to barge call *Route all calls from CER to on-site phone

55 Emergency Calling with Emergency Responder and On- Site Notification and Participation CER Configuration All Route/Translation patterns route to on-site phone

56 Emergency Calling with Emergency Responder and On- Site Notification and Participation San Jose 170 First St ELIN: ERL1 DN: 60911/pt_911 CFNA: 60912(2 sec) DN: 60912/pt_911 DN: 60913/pt_911 RDP911: RD *1911 On-Site Notification RP: *1.911 RL/RG: LRG Ring V PRI ELIN: Address: 170 First St PSTN San Jose PSAP Xlate: CER Route: ELIN: Class 5 CO Switch Selective Router ERL2 FXO Milpitas 100 Main St ELIN: Milpitas PSAP ELIN: Address: 100 Main St

57 Emergency Calling with Emergency Responder and On- Site Notification and Participation San Jose 170 First St ELIN: ERL1 DN: 60911/pt_911 CFNA: 60912(2 sec) DN: 60912/pt_911 DN: 60913/pt_911 RDP911: RD *1911 On-Site Notification RP: *1.911 RL/RG: LRG Ring V ELIN: Address: 170 First St PSTN San Jose PSAP Xlate: CER Route: ELIN: Class 5 CO Switch Selective Router 9 11 ERL2 FXO Milpitas 100 Main St ELIN: Milpitas PSAP ELIN: Address: 100 Main St

58 Emergency Calling with Emergency Responder and On- Site Notification and Participation San Jose 170 First St ELIN: ERL1 DN: 60911/pt_911 CFNA: 60912(2 sec) DN: 60912/pt_911 DN: 60913/pt_911 RDP911: RD *1911 On-Site Notification RP: *1.911 RL/RG: LRG V ELIN: Address: 170 First St PSTN San Jose PSAP Xlate: CER Class 5 CO Switch Selective Router CFB FXO Milpitas 100 Main St ELIN: Milpitas PSAP ELIN: Address: 100 Main St ERL2

59 Emergency Calling with Emergency Responder and On- Site Notification and Participation Objectives: q Allow on-site notification while utilizing CER to set the calling party information q Provide a solution that will notify on-site personnel that a call to emergency services has been place as well as indication that a call is in progress q Allow on-site personnel to view calling party info on active call q Allow on-site personnel to barge into an active 911 call q Allow for a short delay to prevent accidental calls to 911 q Do not alter the correct gateway selection to reach a local PSAP q Allow multiple sites to be monitored by a single on-site device q Provide the ability to view calling name and number for any call to 911 (w/o CDR access)

60 Emergency Calling with Emergency Responder and On- Site Notification and Participation Caveats: Cannot select egress gateway in CER Must use LRG for call routing Must have first line to show all calls to 911 as missed calls Notification phone must not be used for calling 911 Optional Configuration: Notification phone ringer can be on/off depending on customer requirement Can add visual notification (discussed later)

61 On-Site Emergency Call Visual Notification

62 On-Site Emergency Call Visual Notification Objectives: q Trigger the MWI on the Notification Phone when a call is placed to 911 q Provide an easy way to acknowledge (turn off) the MWI

63 On-Site Emergency Call Visual Notification Solution: Use Cisco Single Number Reach feature to trigger the MWI on operation Use a loopback SIP Trunk Set up a Speed Dial to Acknowledge the call to 911 (turn off the MWI)

64 On-Site Emergency Call Visual Notification 1. Create a loopback SIP trunk Caller ID DN set to the primary line on the Notification Phone Set destination as local cluster CUCM defined in the device pool

65 On-Site Emergency Call Visual Notification 2. Create an Voice Mail MWI on and off number for Visual Notification

66 On-Site Emergency Call Visual Notification 3. Add a route pattern for MWI over the loopback Set Route Pattern for MWI on Gateway is loopback trunk Discard the prefix which sends the MWI on number

67 On-Site Emergency Call Visual Notification 4. Create a new Remote Destination Profile to trigger MWI Set Rerouting Calling Search Space to AccessToOnSite911

68 On-Site Emergency Call Visual Notification 5. Create a New Remote Destination Destination Number will be the route pattern to loopback Delay Before Ringing Timer set to 500ms Enable Mobile Connect

69 On-Site Emergency Call Visual Notification 6. Associate the Remote Destination Profile with notification phone Directory Number will be same as primary (everything else populates when DN/ partition is entered) Directory Number now has notification phone and Remote Destination as shared line

70 On-Site Emergency Call Visual Notification 7. Return to Remote Destination and activate the line association 8. Create a Speed Dial to Acknowledge the notification

71 On-Site Emergency Call Visual Notification

72 On-Site Emergency Call Visual Notification Objectives: q Trigger the MWI on the Notification Phone when a call is placed to 911 q Provide an easy way to acknowledge (turn off) the MWI

73 Emergency Calling with Emergency Responder and On-Site Notification and Participation and Gateway Selection

74 Emergency Calling with Emergency Responder and On- Site Notification and Participation and Gateway Selection Objectives: q *Enable gateway selection AFTER CER call processing q Allow on-site notification while utilizing CER to set the calling party information q Provide a solution that will notify on-site personnel that a call to emergency services has been place as well as indication that a call is in progress q Allow on-site personnel to view calling party info on active call q Allow on-site personnel to barge into an active 911 call q Allow for a short delay to prevent accidental calls to 911 q Do not alter the correct gateway selection to reach a local PSAP q Allow multiple sites to be monitored by a single on-site device q Provide the ability to view calling name and number for any call to 911 (w/o CDR access)

75 Emergency Calling with Emergency Responder and On- Site Notification and Participation and Gateway Selection The challenge: CER must route calls through the on-site phone to reach PSAP Customers have CER sets the called party number to deterministically choose the correct egress gateway On-site phone cannot relay the called party number from CER to select the GW The solution: Move the gateway selection criteria after the on-site phone forwarding All calls will be sent to a 911 translation pattern that will have the Route Next Hop By Calling Party Number selected Using calling party ANI (set by CER), the call can be routed to the appropriate gateway by setting the called party based on the calling party Net-Net: Move the gateway selection logic from CER to after on-site phone routing

76 Emergency Calling with On-site Notification San Jose 170 First St ELIN: DN: 60911/pt_911 CFNA: 60912(2 sec) DN: 60912/pt_911 DN: 60913/pt_911 RDP911: RD *1911 On-Site Notification RP: RL/RG: PRI xlate: 911/GWs Route by CLNG 5580-> > V PRI ELIN: Address: 170 First St PSTN San Jose PSAP Xlate: CER Route: ELIN: RP: RL/RG: FXO Class 5 CO Switch Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ELIN: Address: 100 Main St

77 Emergency Calling with On-site Notification San Jose 170 First St ELIN: DN: 60911/pt_911 CFNA: 60912(2 sec) DN: 60912/pt_911 DN: 60913/pt_911 RDP911: RD *1911 On-Site Notification RP: RL/RG: PRI xlate: 911/GWs Route by CLNG 5580-> > V PRI ELIN: Address: 170 First St PSTN San Jose PSAP 9 11 Xlate: CER Route: ELIN: RP: RL/RG: FXO Class 5 CO Switch Selective Router FXO Milpitas 100 Main St ANI: Milpitas PSAP ELIN: Address: 100 Main St

78 Summary Able to describe different options regarding on-site 911 notification Understand how to configure different options for on-site notification Be able to describe calls flows and resources for on-site notification Be aware of caveats using on-site notification

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