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Wireless 9-1-1Everybody is anxiously awaiting word on exactly how the State of Californiawill implelement the requirements contained in FCC Docket 94-102 on wireless9-1-1 services. We have arrived at technical and logisitcal cross roads,with the maturation of cellular telephone networks, the advent of the newpersonal communications networks, deregulation, and the FCC ruling, theway we handle wireless 9-1-1 calls must change.
All of their efforts, however, will not be enough with the enormous loadanticipated by the explosion of PCS customers. Personal Communications Systemsare essentially parallel wireless telephone networks — there are many morecompanies competing in that market, with agressive advertising and salesdirected to the average citizen through local and regional retail markets,such as Costco, Radio Shack, Target, etc. According to Larry Kuhn of the California 9-1-1 Program Office, withinthe next few years, we can anticipate having more voice traffic on wirelesstelephones than wireline. The corresponding impact on 9-1-1 call handlingwill be dramatic. Current law requires that cellular 9-1-1 calls be answered by CHP CommunicationsCenters, the law does not cover the new PCS networks, therefore, to theextent possible, those 9-1-1 callers will be directed to local PSAP*s ratherthan the CHP. In addition to her other responsibilities, Dawn Losel is the statewidePCS 9-1-1 Coordinator in the State 9-1-1 Program office. Dawn has been workingclosely with Sue Wright from the CHP to develop a routing strategy for PCS9-1-1 callers. Considering the current and anticipated volume of wireless9-1-1 calls, it is important to distribute as many PCS 9-1-1 calls to localPSAP*s as possible. To accomplish this, Dawn and Sue will be meeting with the 9-1-1 CountyCoordinators and PSAP Managers to identify the best routing of 9-1-1 callsfrom each PCS cell site. This will be a best guess routing, subject to changeas data indicates better routing. The State 9-1-1 Program will fund at least two 7-digit Centrex qualitylines to participating PSAP*s. These lines will be billed directly to thestate. Approval is handled using the TD280 form. Participating PSAP Managers and 9-1-1 County Coordinators should keeptrack of all of their time spent in meetings, coordination, etc., up tothe point of implementation of the PCS 9-1-1 call routing. The State 9-1-1Program will reimburse the personnel costs for developing the routing maps,etc. A MOU between the State 9-1-1 Program and the participating 9-1-1 PSAP*swill be signed. It clearly outlines the responsibilities for funding andhandling PCS 9-1-1 calls. At this point, the PCS routing maps for Fresno have been completed andthey are receiving PCS 9-1-1 calls from Sprint/PCS. In October, San Diegoreceived 925 cellular transfer and PCS 9-1-1 calls on their designated 7-digittelephone lines. According to Sue Wright, that represents approximately10% of all of the wireless 9-1-1 calls handled by their Border DivisionCommunications Center. According to Sue Wright, the CHP sometimes receive dozens of calls reportingthe same incident — they can only transfer the initial caller or othercallers with additional detailed information. The local PSAP will receiveall PCS 9-1-1 callers which are automatically routed to them, but only someof the Cellular 9-1-1 callers transfered by the CHP. As the PCS customerbase grows, the impact on the PSAP will be greater. In preparation for the Sacramento wireless trial, the Sacramento DivisionCHP Communications Center installed a GTE Meridian 61 fully digital telephoneswitch and PRI/ISDN lines to improve call handling times. They utilize ageographic breakdown of trunk lines so callers in one region reporting amajor incident will not totally overwhelm all of the trunk lines. CHP anticipates implementing advanced intelligent networks and technologiesto further serve the wireless 9-1-1 caller. They plan to utilize interactivevoice response systems with text to speech to allow callers in the queueto hear a log of current incidents in their area. The caller will have thechoice of leaving witness information on a recorder, hanging up, or stayingon the line for the next CHP dispatcher.
You can reach Dawn Losel at the Califonia 9-1-1 Program Office: voice- 916-657-9202 fax- 916-657-9882, email- [email protected] |
It is widely recognized that the staggering numbersof wireless 9-1-1 calls has hit the CHP Communications Centers very hard.The CHP has responded by implementing new technologies and improved staffingand training of their personnel to handle the volume.