Calls to Emergency and Aid Services Focus on 112

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30 Οκτ 2013 (πριν από 3 χρόνια και 9 μήνες)

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Calls to Emergency and Aid
Services
Focus on 112

Situation in
Belgium

Gregory Glineur


Belgacom Carrier & Wholesale Solutions

Gregory
Wille



Belgacom Service Delivery Engine
-

Solutions Development


Warsaw


March 19
th

2012


Belgacom and the Belgian Telecom Landscape


Type of Emergency and Aid numbers


Treatment of Emergency and Aid calls


The routing of Emergency calls from the Belgacom fix network


The routing of Emergency
calls
from the Belgacom
mobile
network


The routing of Emergency
calls
from the
alternative operators


Evolution of the Service to Emergency numbers

Agenda

19th March 2012

2


Belgacom and the Belgian Telecom Landscape


Type of Emergency and Aid numbers


Treatment of Emergency and Aid calls


The routing of Emergency calls from the Belgacom fix network


The routing of Emergency
calls
from the Belgacom
mobile
network


The routing of Emergency
calls
from the
alternative operators


Evolution of the Service to Emergency numbers

Agenda

19th March 2012

3

Belgacom is a genuinely Belgian
company

1 9th March 2012

4

Belgacom
is

a
key

player





Belgacom

is the
incumbent
Belgian
operator.


As a service
company,

it operates

in the telecom, IT

and media fields
.


Belgacom

is a leading player on the

residential and business markets
in
the three
regions of
Belgium. It
has also

seized real opportunities in a range
of

selected markets abroad.


A

nationwide
, high
-

quality fixed
&
mobile network
places us
amongst
the leaders for
fiber
coverage and
makes us the leader
in 3G coverage and
mobile speed
.


1 9th March 2012

Slide
5

… a leader with key assets:

Convergent fixed and mobile networks



88.5%


of Belgian
households
have access to

Belgacom

TV




Belgacom TV
is

one of
the
most

frontrunner

IPTV services
in the
world
with

>1 Million
users

99.9% ADSL

97% 3G

coverage

TOP 10 worldwide
in
fiber

coverage






B
est 3G
network
in
Belgium

with

97%
coverage


Winner of the Telecom Services Vendor Award 2010
:

amongst the companies supplying the hardware, software and services for the
global telecoms industry.





1 9th March 2012

Slide
6

Enterprise

Business Unit

(EBU)


… provides services to

our professional

customers

Consumer

Business Unit

(CBU)


… takes care of our

residential

customers

Service Delivery

Engine &

Wholesale (SDE&W
)



offers network
and IT

services and services
to


other operators
and

suppliers on

the
Belgian market

Staff &

Support (S&S)


… brings together all

the horizontal functions

that support the

Group’s activities

BICS

… is a joint venture

between Belgacom,

Swisscom
Fixnet
,

and MTN, and is

responsible

for international

carrier activities

Organized in a customer centric way to
answer customer needs

1 9th March 2012

Slide
7

Mass Market

The telecom landscape

in Belgium

19th March 2012

Slide
8

Mobile
Operators


Corporate


Belgacom and the Belgian Telecom Landscape


Type of Emergency and Aid numbers


Treatment of Emergency and Aid calls


The routing of Emergency calls from the Belgacom fix network


The routing of Emergency
calls
from the Belgacom
mobile
network


The routing of Emergency
calls
from the
alternative operators


Evolution of the Service to Emergency numbers

Agenda

19th March 2012

9


Art.107 of the Law of 13/06/2005 on electronic communications
defines
the Emergency and Aid
Services and the obligations of telecom
operators


Royal Decree of 02/02/2007 provides an update on the different types of
numbers that are used for Emergency and Aid Services :


3
-
digits format (1AB)


European harmonised number format


E164 numbers format


geographic or non geographic numbers


Calls to the Emergency and Aid Services must be free of charge for
the end
-
users


The telecom operators have the obligations to


Route the calls to the Emergency and Aid Services according to the
routing tables provided by each service (coordinated by the Federal
Public Service Interior
-

Directorate of Civil Security)


Bear the costs of the calls of their end users to the Emergency and Aid
Services


What are the Emergency and Aid Services?

19th March 2012

10

Generic number format = 1AB


100
(Medical Urgency Service and Fire brigade)


101 (Police Services)


112 (European Emergency Service
)



116000
(European Centre for Missing and Sexually Exploited Children)



102


103


104
(Children’s Phone in NL, FR and GE)


105


Red Cross


106
-

107
-

108
(Telephone Crisis
Intervention in
NL, FR and GE)



Standard E164 numbers also used for


Anti
-
Poison

(070 245 245)


Suicide
Prevention

(0800 32123


02 649 9555)

What are the Emergency and Aid
Services?

19th March 2012

11


Belgacom and the Belgian Telecom Landscape


Type of Emergency and Aid numbers


Treatment of Emergency and Aid calls


The routing of Emergency calls from the Belgacom fix network


The routing of Emergency
calls
from the Belgacom
mobile
network


The routing of Emergency
calls
from the
alternative operators


Evolution of the Service to Emergency numbers

Agenda

19th March 2012

12


Call volumes in 2010:
(source FOD IBZ)


-
>

incoming


101 :

3,047
Mio

calls



100 :

1,536
Mio

calls



112 :

0,702
Mio

calls


Share of mobile
phones
:






Call response times :



< 5 ‘

65+ %



<10’

85+ %



< 20’

95+ %


Call transfer is guaranteed between 100 & 101, ensuring ‘1 stop’ call
taking & handling :


conference call based in case of physical danger emergencies


call forwarding in all other cases


Prioritisation of incoming calls, based on recognition of
callgroups

: 112 is
directly recognisable, handled as priority nr 1 (equal to 100)


Emergency

Calls :
facts

&
figures

0
2
4
2006
2007
2008
2009
2010
Millions

Increase

of 101 calls

63 %

mobile
phones


k



37
%

fixed

lines

m

17%
going

to 101

83%
going

to 100

19th March 2012

13


101
-
calls









100/112
-
calls





100/112 centres






One 100/112
center

(except for Walloon Brabant) and one 101
center

in each province + Brussels

Treatment of Emergency and Aid
calls

19th March 2012

14

Centers

for Information and Communication
(CIC 101 of the Integrated Police)



urgent police
help



Medical
Urgency Service
&
Fire
Brigade

Treatment of Emergency and Aid calls

Actual

Situation



100/112

HCS OVL

HCS ANT

HCS LIM

HCS VBR

HCS BRU

HCS BRW

HCS LIE

HCS NAM

Local fire brigades

Ambulance

services

HCS WVL

DG
Civil

security

10
emergency

centres


= 1 per
province

+ Brussels

-

Prov

BRW

Information


& Communications

standardisation

Project Manager 100/112

National
Emergency

Planning

HCS LUX

HCS HAI

Previous
,
non
-
integrated

ICT
-
platform


Integrated

CAD

DG Government

Crisis Centre

Federal

Government

Directorate

of
Interior

FPS
Interior

19th March 2012

15

Treatment of Emergency and Aid calls

Actual

Situation



101

CIC OVL

CIC ANT

CIC LIM

CIC VBR

CIC BRU

CIC BRW

CIC LIE

HCS NAM

Decentralised

Federal

Police services

196 Local

Police Zones

CIC WVL

Commissioner

Genera
Federal

Police

HEAD
Operations

National
Operations

Center

& 11
emergency

centres


(= 1 per
province
)

Information


& Communications

standardisation

Project Manager 101/112

DG Support

CIC LUX

DG Judicial Police

DG Admin Police

CG
Dir

Ops

Information

CIC OVL :

-
07.03.07 1st 112 center

-
Colocation

100+101+112

-
Technology

integration


CIC VBR :

-
13.10.09 2nd 112 center

National Operations Center

CIC HAI

19th March 2012

16

Treatment of Emergency and Aid
calls

Actual

Situation

-

model

101

100

112

calltaking

dispatching

callhandling

… alerting

… dispatching

all 101 centers
on

CAD (Astrid
Ltd
)

2 out of 11 100 centers
on

CAD (Astrid
Ltd
)

mixed team of

citizens & firemen

police men


citizens

Medical practicioners (nurses) for medical guidance & follow
-
up

19th March 2012

17

112 as overall Emergency Number

Actual Situation


model for 112 calls

101

100

112

calltaking

dispatching

callhandling



alerting

… dispatching

all 101 centers
on

CAD (Astrid
Ltd
)

2 out of 11 100 centers
on

CAD (Astrid
Ltd
)

mixed team of

citizens & firemen

police men


citizens

2

3

1

Medical practicioners (nurses) for medical guidance & follow
-
up

19th March 2012

18


Belgacom and the Belgian Telecom Landscape


Type of Emergency and Aid numbers


Treatment of Emergency and Aid calls


The routing of Emergency calls from the Belgacom fix network


The routing of Emergency
calls
from the Belgacom
mobile
network


The routing of Emergency
calls
from the
alternative operators


Evolution of the Service to Emergency numbers

Agenda

19th March 2012

19

The routing of Emergency calls from the
Belgacom fix
network

Obligations
of
a network operator


Emergency calls must be routed to the nearest PSAP (Public
Safety Answering Point):


There are 11 PSAPs in Belgium (one per province)


Key for fixed networks: the post code of the installation address


= exact routing


Key for mobile networks: the Base Station


Coverage of a Base Station does not exactly match the province borders.


L
ocation of the caller must be provided to the PSAP:


Call from fixed network: CLI look
-
up in the emergency location
database


CLI is always sent to PSAP (also in case of presentation restriction).


Call from mobile network: PSAP can pull the location of the
caller from the mobile network (see further).

19th March 2012

20

The routing of Emergency calls from the
Belgacom fix network


Every PSAP has a Centre Indicator (<CI>)


Originating network must put the <CI> in the called party number ( as a
function of the location of the caller)


Format of the called party number allows priority routing:


Either via dedicated emergency bundles (over the interconnect between
OLO and Belgacom)


By using Selective Circuit Reservation.


Routing in the backbone is redundant


Transit exchanges are organised in mated pairs.

19th March 2012

21

The routing of Emergency calls from the
Belgacom fix
network


Each PSAP has a double
connection with the PSTN


Technology = ISDN (PRA or BA);


2 local exchanges (LEX) translate
the short number into an E.164
number;


No overlap in transmission path
from each LEX;


Terminating transit exchange
applies load
-
distribution between
both LEXes;


Crank
-
back in the terminating transit
exchange on reception of
“congestion”;

19th March 2012

22

The routing of Emergency calls from the
Belgacom fix
network

Multi
-
site
PABX: problem


Some
PABXes

cover multiple sites but have only one break
-
out
with the PSTN


Public network knows only the installation address of the break
-
out
point;


Sites may be located in several provinces;


And have different addresses;


PABXes

support internal
nomadicity
.

19th March 2012

Slide
23

The routing of Emergency calls from the
Belgacom fix
network

Multi
-
site PABX: solution


PABX must deliver to the public network:


Routing information:


By adding the post code of the caller’s site to the called party
number;


Is converted by the network into a Centre Indicator;


Special format 1992 1AB <post code> (1AB is the
emergency number).


Location of the caller:


By changing the CLI of the caller into a “site” CLI;


“site” CLIs are entered in the emergency location database
with the specific address of the customer’s site;


“site” CLI must callable (in case the PSAP needs additional
information).

19th March 2012

Slide
24


Belgacom and the Belgian Telecom Landscape


Type of Emergency and Aid numbers


Treatment of Emergency and Aid calls


The routing of Emergency calls from the Belgacom fix network


The routing of Emergency
calls
from the Belgacom
mobile
network


The routing of Emergency
calls
from the
alternative operators


Evolution of the Service to Emergency numbers

Agenda

19th March 2012

25

1 9th March 2012

Slide
26

The routing of Emergency calls from the
Belgacom mobile network





Upon dialing the internationally accepted emergency number
112

followed by pushing the ’SEND’ key, the mobile equipment sends an
emergency setup

message to the MSC.


If the subscriber is active, the emergency call setup proceeds
regardless of any traffic restrictions

(e.g. roaming not allowed, call
barring) that may be stored in the visitor location register (VLR).


When the MSC receives the emergency setup message, it determines
the
location area code (LACOD) and the cell identity (CI)
of the cell
in which the mobile subscriber is roaming. With this information, the
MSC is able to retrieve a number identifying a nearby emergency
center and enables the MSC to set up a connection to the emergency
call center which is located in the PSTN.

Note : When the mobile subscriber
dials a short code, defined as
emergency number in the MSC area
(ex : 100, 101…) ,
the normal call
setup
is initiated by the setup message

On the A and
Iu

interface, mobile
-
originating emergency calls
are treated as a special transaction type 3GPP TS 24.008.

1 9th March 2012

Slide
27

Priority

of
emergency

calls

in mobile
network



For
queing

and prevention following parameters are relevant (BSSAP, assign
request)


PRIO: priority


QA:
Queueing

allowed; indicates if call is allowed to be queued in case of radio
congestion.


PVI:
preemption

vulnarabillity

indicator: indicates if the speech channel

of this call
can be taken over by a higher
prio
-
call.


PCI:
preeption

cap.
ind
: indicates if this call is allowed to take the channel of
another call in case of radio congestion.






Location service in mobile network (1)

RAN

MSC

HLR

GMLC

Emergency centre

1. Call set up to emergency number
with format C01<CI>1AB

2. Soap request with
MSISDN

3. MAP Any Time Interrogation
(location current)

4. MAP

Provide Subscriber

Information

5. Paging

6. Paging response

7. MAP

Provide Subscriber

Information
ack

with
location information

8. MAP ATI
ack

9. Soap
anwswer

with
coordinates X,Y

Call
to 112

Belgacom

PSTN

GMLC (location server) may request the location and/or status information of a mobile station any time by sending a MAP Any T
ime

Interrogation
message to the HLR, only dedicated GLMC (from own country) are allowed to enquiry this information on HLR
-
> If the subscriber i
s inbound roamer,
the GMLC won’t get any response from the HLR so no location will be retrieved

19th March 2012

28


IF Client is an actor that submits an LES request (Emergency service in our
case) . It uses a SOAP/XML over HTTP(S) based interface


Integration Framework handles incoming LES requests and uses the
Location Server for obtaining the position of a subscriber and the Geo
-
Toolbox to map addresses on positions


The customer is the person who is searched. For Emergency service, all
subscribers are by default subscribed,

there are no TP
Notifier

& LES
Provisionning

involved.


The coordinates are not the coordinates of the handset but those of the
centre of the area covered by the antenna to which the handset is
connected. A radius is also given.









Location

service in mobile
network

(2)

19th March 2012

29


Belgacom and the Belgian Telecom Landscape


Type of Emergency and Aid numbers


Treatment of Emergency and Aid calls


The routing of Emergency calls from the Belgacom fix network


The routing of Emergency
calls
from the Belgacom
mobile
network


The routing of Emergency
calls
from the
alternative operators


Evolution of the Service to Emergency numbers

Agenda

19th March 2012

30


Access the 3 Digits Emergency Services by interconnected Operators is
subject to a number of technical conditions


Operators have to insert some specific information in the “called party number”
parameter of the
signalling

messages sent to the Belgacom Network


the identity of the emergency dispatching
centre

that will treat the call and which
is determined by the competent authorities.


the full CLI to the Belgacom Network and that CLI will be provided by Belgacom
to the 100/101/110/112
-
services.



In addition, these Emergency Services must be provided with an access to
a database (*) in case they need more information about the calling party.
This access by the emergency dispatching
centres

could be based on an
access to a Belgacom database which would then integrate the necessary
data regarding the Operator



(*) The
EMR (emergency) data entry service offered by Belgacom to OLO
consists of the inclusion of OLO subscriber data in the Belgacom database
accessible for the Emergency Services, hereafter called the EMR database.


This service is only offered to fixed
operators
(FOLO's) for geographic numbers

Emergency call routing from the alternative
operators

19th March 2012

31


In order to assist the alternative operator in complying with their
obligations of routing the calls from their networks to Emergency and
Aid Services Belgacom offers interconnection services to connect to
the Emergency services





Our interconnection offers contains Services plans


112
-

Emergency and Aid Services: 3 Digits Emergency Calls


120
-

Emergency
and Aid Services: Other Emergency Calls


121
-

Emergency and Aid Services: 3 Digits Aid Calls


125
-

Harmonised

Numbers for
Harmonised

Services of Social Value : Calls to
BGC 116XXX
numbers


525
-

EMR Data Entries


Emergency call routing from the alternative
operators

19th March 2012

32

(

112


Belgacom and the Belgian Telecom Landscape


Type of Emergency and Aid numbers


Treatment of Emergency and Aid calls


The routing of Emergency calls from the Belgacom fix network


The routing of Emergency
calls
from the Belgacom
mobile
network


The routing of Emergency
calls
from the
alternative operators


Evolution of the Service to Emergency numbers

Agenda

19th March 2012

33


Today deaf people have the
possibility to contact the emergency
services by mean of sending a fax to
PSAP

112 for disabled people

19th March 2012

34


Evolution towards SMS to112


Act of 14.11.2011 introduces in article
107 of the act pertaining to electronic
communications the obligation for mobile
operators to make SMS to 112 (100/101)
possible.


Technical
meetings for implementation
are ongoing between operators and
emergency services offering assistance
on site.



Migration of all remaining 100
centers

into


shared CAD
-
platforms (common for 100 & 101 per site)


common building premises (co
-
location for both organisations, preferably 1
common control room


and as a consequence, move to multidisciplinary operations & integrated
operational reporting


Provide an integrated dispatching functionality with a full
-
range fire
dispatch to the Fire departments as the basic building block for a
provincial dispatching from the 100
center

(incl.
zonal

remote
dispatch units as an operational alternative)


Build a dedicated 112 organisation, including


the required operational structure


a straightforward HR
-
framework (organisation & individual)


Migrate to the final operational 112 concept with neutral
calltaking
,
followed by the respective
dispatchings
.



112 as overall
Emergency

Number

Further

Steps
-

projects

19th March 2012

35

112 as overall Emergency Number

Integrated dispatching

101

100

112

100/112
operators


police

dispatching

Integrated dispatching

all 101/100/112 centers
with

CAD (Astrid nv)

police men

For 100 and 112 calltaking and dispatching will become two distinct tasks, but the 100/112
operators will remain one team. Everyone will be able to do Calltaking at one time and
Dispatching at another time.

“neutral”

calltakers

100/112
operators


+ medical

regulator


19th March 2012

36


The next
migrations

will

include

the “
integrated

Dispatching”


Seperates

calltaking

and

dispatching


Faster

alerting

(
simultaneous

further

calltaking

and

dispatching/
alerting

the
fire

stations)


Recommending

on the level of
available

people

and

vehicles
,
based

on
local

reaction

plans


Dispatching
and
/or Viewer Application
from

the
fire

zone is
possible

112 as overall
Emergency

Number

Integrated

dispatching

19th March 2012

37

112 as overall Emergency Number

Further Steps
-

final model

101

100

112

neutral

calltaking

(all disciplines)

police

dispatching

medical & fire

dispatching

all 101/100/112 centers
on

CAD (Astrid
Ltd
)

mixed team of firemen

& citizen (with medical expertise)

police men


citizens

principle

:

INTEGRATED CONTROL ROOM & INTERCONNECTED
PSAP’s


19th March 2012

38


Physical and technological migration of the remaining
100/112
centers


Full
-
range fire department dispatch engines


Interactive/intelligent Q&A engines (supporting
multidisciplinary
calltaking

protocols)


SMS for deaf & impaired people


Easy to handle recording engine





Masterplan 112


ongoing

projects

Technical &
Operational

19th March 2012

39



Thomas
Biebauw



Federal Public Service Interior


Rudi
Smet



Belgian Institute for Post & Telecommunications


Isabelle
Rion



Belgacom Group Legal


Pol Vangheluwe


Belgacom Service Delivery
Engine
-

Solutions
Development

Special mention to the
contributors of the
presentation

19th March 2012

40

?