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The Policy Routing Rules (PRR) WGRay Paddock – StepFunction Strategies LLC
Dan Mongrain – Sr. Solutions Consultant, Bell Canada
Amy McDowell – E9-1-1 Technical Specialist, Greenville County, SC
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A little bit about the WG
The PRR WG
38 members
13 members currently representing 9-1-1
Authorities!
2 Documents published so far
V1.0 of a PRR Standard
V1.0 of an Ops Guide
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PRRs in other WGs
STA-010 (08-003)!
Inter-Agency Agreements
NG9-1-1 RFP development
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Agenda
PRR Standard V1.0 – Dan Mongrain
PRR Ops Guide V1.0 – Amy
McDowell
Discussion of future direction and
wrap up
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Policy Routing Function
The Policy Routing Function (PRF) is an integral part of the
Emergency Services Routing Proxy (ESRP)
PRF is how the user can program the NG9-1-1 system to
handle calls beyond the normal routing defined in the GIS
and ECRF
A call is evaluated against sets of rules and conditions to
determine what actions to take
A call is typically evaluated against two set of rules:
One based on the incoming queue of the ESRP (Origination Policy)
One based on the intended target of the call (Termination Policy)
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Policy Routing Function
The PRF can be thought of as E9-1-1 SR switch
translations on steroids
Unlike in E9-1-1, these controls are intended to be
available directly to the PSAP and its management
Beyond the basic controls, the responsible Public
Safety users can establish other routing controls
never possible in E9-1-1, based on data in the call
stream and status of PSAP load or availability
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NENA Standard for NG9-1-1 Policy Routing Rules
NENA document number NENA-STA-003.1-2013
Working group’s charter was to define a template to guide the
development of Policy Routing Rules (PRR)
In addition, it defines six E9-1-1 scenarios that must be
minimally supported by all NG9-1-1 PRF implementations:
Default route
Scheduled Outages - Maintenance
Scheduled Outages – Time of Day Routing
Unscheduled Outages - PSAP Unreachable
Unscheduled Outages - PSAP Evacuated
Large Scale Disasters
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Queues, Queues and Queues
The target of a call is a queue
When routing a call, a queue can be on the
same ESRP, a downstream ESRP or a
downstream PSAP
The queue name should reflect the use: San_Francisco_consolidated_PSAP_Normal_Operations_Emergency_Call_Queue
Alabama_Gulf_Coast Hurricane_Queue
Note: queue names can also appear in reports, long queue names may be
truncated
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What’s Good for the Goose…
Is not necessarily good for the gander!
Because PSAP C is the backup for PSAP B’s calls
and PSAP B is the backup for your calls
Does not mean that PSAP C is also a backup for your
calls!
There may not be a Mutual Aid Agreement between
you and PSAP C
Ensure that your rules are specific to your
conditions
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Creating Policy Routing Rules Before creating the rules, Mutual Aid Agreements must be negotiated and
agreed upon
No call shall be diverted without an agreement between the intended agency
and the diversion agency(ies)
When drafting rules, an agency must take into account a number of
considerations:
How calls are currently handled
The call volume of the agency and the call handling volume of the diversion
agency(ies)
The capabilities of the diversion agency(ies) (technical and human)
Special characteristics of the served area (geography, demographics,
industries, regulations, etc.)
Past experiences (natural or man-made disasters, large gatherings, etc.)
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Policy Routing Rules Creation Approach
Divide and Conquer:
Determine what conditions trigger a
reroute
Determine which agencies are
involved
First the endpoints for the rules
Finally which queue at those agencies
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Approach Example for a Default Rule
There must be a default origination rule the PRF typically uses
This rule queries the ECRF to determine the nominal next hop for the
call
This rule must handle exceptions when data required to route the call
is missing or erroneous or when nominal target is not available
Criteria to use to determine if situation exists:Data to Use Data Value
X ECRF does not provide a valid response to the ESRP query
X Service State If Service State is not “Normal”
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Approach Example (Cont.)
Entities agreeing to take calls (based on inter-
agency agreements):Used in this Policy Agreements in
place?Alternative Destination
Y Y PSAP A
Y Y PSAP B
Y Y PSAP C
Y Y IMR
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Approach Example (Cont.)
Routing instructions (end points):SequenceNumber
Call Routing
1 If location information is unavailable or corrupted, divert the call to PSAP A
2 If PSAP A is unavailable, divert the call to PSAP B
3 If PSAP B is unavailable, divert the call to PSAP C
4 If PSAP C is unavailable, divert the call to the IMR
5 If the IMR is unavailable, provide a “fast busy”
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Approach Example (Cont.)
Routing instructions (call queues):Rule
PriorityPolicy Set Name: ESRP 9-1-1 Queue
1 If (ECRF returns valid target URI) then InvokePolicySet(NormalNextHop)
2 If (QueueState(PSAP_A_Default_Route_Call_Queue )=”Active”) then route to PSAP_A_Default_Route_Call_Queue
3 If (QueueState(PSAP_B_Default_Route_Call_Queue )=”Active”) then route to PSAP_B_Default_Route_Call_Queue
4 If (QueueState(PSAP_C_Default_Route_Call_Queue )=”Active”) then route to PSAP_C_Default_Route_Call_Queue ,
5 If (QueueState(IMR_Default_Route_Call_Queue=”Active”) then route to IMR_Default_Route_Call_Queue
6 If (true) then Busy
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Time of Day Routing Time of day routing is when time is a condition for routing calls
Typically this would be a termination policy
Rule Priority
Policy Set Name: PSAP A 9-1-1 Queue
1 IF (time-period(timestart=”090000”, timeend=”235959”,byweekday=”MO,TU,WE,TH,FR”)) THEN InvokePolicySet(PSAP_A_Rules)
2 IF (QueueState(PSAP_B_After_Hour_Queue_for_PSAP_A))=”Active”) THEN Route to PSAP_B_After_Hour_Queue_for_PSAP_A
3 IF (QueueState(PSAP_C_After_Hour_Queue_for_PSAP_A))=”Active”) THEN Route to PSAP_C_After_Hour_Queue_for_PSAP_A
4 IF (QueueState(PSAP_D_After_Hour_Queue_for_PSAP_A))=”Active”) THEN Route to PSAP_D_After_Hour_Queue_for_PSAP_A
5 IF (QueueState(IMR_After_Hours_Call_Queue_For _PSAP_A=”Active”) THEN Route to IMR_After_Hours_Call_Queue_For _PSAP_A
6 IF (true) THEN Busy
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Maintenance Outage
PSAP is down for scheduled maintenanceRule
PriorityPolicy Set Name: ESRP 9-1-1 Queue
1 If PSAP A Service Status = “Scheduled Maintenance” and (QueueState(PSAP_B_Maintenance_Call_Queue_For_PSAP_A)=”Active”)) THEN route PSAP_B_Maintenance_Call_Queue_For_PSAP_A
2 If (QueueState(PSAP_C_Maintenance_Call_Queue_For_PSAP_A =”Active” THEN route PSAP_C_Maintenance_Call_Queue_For_PSAP_A
3 If (QueueState(PSAP_D_Maintenance_Call_Queue_For_PSAP_A =”Active” THEN route PSAP_D_Maintenance_Call_Queue_For_PSAP_A
4 If (QueueState(IMR_Maintenance_Call_Queue_For_PSAP_A =”Active” THEN route IMR_Maintenance_Call_Queue_For_PSAP_A
5 If (true) then Busy
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PSAP Evacuated Rule
Rule Priority
Policy Set Name: ESRP 9-1-1 Queue
1 If PSAP A Service State = “Unmanned” and (QueueState(PSAP_B_Make_Busy_Call_Queue_For_PSAP_A)=”Active”)) THEN route PSAP_B_Make_Busy_Call_Queue_For_PSAP_A
2 If (QueueState(PSAP_C_Make_Busy_Call_Queue_For_PSAP_A)= ”Active”) THEN route PSAP_C_Make_Busy_Call_Queue_For_PSAP_A
3 If (QueueState(PSAP_D_Make_Busy_Call_Queue_For_PSAP_A) =”Active”) THEN route PSAP_D_Make_Busy_Call_Queue_For_PSAP_A
4 If (QueueState(IMR_Make_Busy_Call_Queue_For_PSAP_A) =”Active”) THEN route IMR_Make_Busy_Call_Queue_For_PSAP_A
5 If (true) then Busy
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PSAP Unreachable Rule
Rule Priority
Policy Set Name: ESRP 9-1-1 Queue
1 If PSAP A Service State= “Service Disruption” and (QueueState(PSAP_B_Service_disruption_Call_Queue_For_PSAP_A)=”Active”)THEN route PSAP_B_Service_disruption_Call_Queue_For_PSAP_A
2 If (QueueState(PSAP_C_Service Disruption_Call_Queue_For_PSAP_A)=”Active”THEN route PSAP_C_Service Disruption_Call_Queue_For_PSAP_A)
3 If (QueueState(IMR_Service_Disruption_Call_Queue_For_PSAP_A)= ”Active” THEN route IMR_Service_Disruption_Call_Queue_For_PSAP_A
4 If (true) then Busy
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Policy Routing Rule Example; Rule consider time and queue state.<rule id="AA56i10"> <conditions> <nena:QueueState> Active </nena:QueueState> <nena:time-period> <time dtstart="19970105T083000" timestart="2200" timeend="0800" byweekday="MO,TU,WE,TH,FR" dtend="19991230T183000"/> </nena:time-period> </conditions> <actions> <priority>5</priority> <nena:route> <nena:recipient> sip:[email protected] </nena:recipient> </nena:route> </actions> <transformations/></rule>
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PRR Ops GuideAmy McDowell
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Intended Audience
9-1-1 Authorities & PSAPs
Working knowledge of STA-010 and STA-
003
“How to” format useful at any stage
Preparation of and RFI or RFP
Migration to NG9-1-1
Steady-state operations of NG9-1-1 System
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How important are PRRs to a NG9-1-1 System?
Critical!
A significant amount of the versatility and
flexibility of NG9-1-1 is implemented via PRRs
One of the touch points 9-1-1 Authorities have in
a NG9-1-1 system
A year after implementing NG9-1-1, a lot of the
satisfaction 9-1-1 Authorities have with the new
system will be related to PRRs
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To paraphrase “the Working Group offers
considerations and recommendations
for 9-1-1 Authorities for each stage
(Procurement, Implementation &
Production) and some thoughts
common to all stages”.
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NG9-1-1 can incorporate emergency
calls initiated by dialing the digits
“9-1-1” or by dialing a designated
10 digit number or Alternate
Emergency Access Number (AEAN).
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Perspectives when dealing with PRRs
2 perspectives when dealing with
PRRs
9-1-1 Governing Authority
PSAP
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Perspectives when dealing with PRRs
9-1-1 Governing Authority: as the organization
having administrative jurisdiction over a particular
9-1-1 system, the 9-1-1 Governing Authority
determines the Policy Routing Rules for the
jurisdiction(s) participating in that system. While a
9-1-1 Governing authority governs multiple PSAPs,
the Authority will receive input from the PSAPs
under its jurisdiction in determining the PRRs for
those jurisdictions.
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Perspectives when dealing with PRRs
PSAP: as the entity that receives 9-
1-1 calls from a defined geographic
area, the PSAP provides input to the
9-1-1 Governing Authority regarding
the routing of its calls.
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Regarding First Steps
Must understand your current PRR
environment
Must understand the new PRR
environment
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Document Structure
Preparation of and RFI or RFP
Migration to NG9-1-1
Steady-state operations of NG9-1-1
System
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Preparation for a procurement“It is not the responsibility of the Authority
authoring the RFP to understand the technical
details of how PRRs can address its
challenges. It is however the responsibility of
the Authority to understand how it wants to
operate and address scheduled and
unscheduled situations that require diverting
calls to alternative PSAPs.”
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Preparation for a procurementCollecting Inter-Agency Agreements
and alternative routing in place today
Identify the limitations imposed by the
selective router in place and how
those can be addressed in NG9-1-1
system
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Migration to NG9-1-1
Write out PRRs and walk through
them
Test, test, and then test ‘em again
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Steady-State Production
Monitor how calls are flowing
Check reports 9-1-1 Authorities &
PSAPs
Ongoing testing – exercise them to
ensure they work
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Final remarksRay Paddock
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Possible Future Work?
Standard based on PRRs required to parallel an E9-1-1 environment. V2 to extend into routing only a NG9-1-1 system can do?
Future versions of Both the Standard and Ops Guide will benefit from real-world experience
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Other Loose ends?
When to use PRRs and when to create temporary incident-related shape files in the ECRF?
Library of PRRs?Consistency in the user interface?
Common terminology?
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Q&A
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