US Department of Transportation "Next Generation 911" System Design and Requirements (2007)

Next Generation 9-1-1 (NG9-1-1) System Initiative
System Description and Requirements Document
Washington D.C.
October 10, 2007 | Version 2.0
Introduction
Enterprise Over. Cap. Use Cases Func. Act./ Req. Ovr. 9-1-1 PSAP Ops. 9-1-1 Sys. Admin. NG9‑1‑1 System Description & Requirements Document
Document Change History
Version Publication Date Description of Change

V1.0 June 2007 Draft Version
V1.1 July 2007 New Section 2.2, Appendix E and minor changes
V2.0 October 2007 Final Verson. Updated Section 3 use cases. Added
additional detail to sections 5.1, 5.2, 5.3, and 7.1
9-1-1 Sys. Ops.
Sys. Reqs.
Appendices
ii | Version 2.0 | October 10, 2007

NG9‑1‑1 System Description & Requirements Document
Table of Contents
Introduction
Section 1: Introduction . . . . . . . . . . . . . . . . . . . . 1-1 5.4 Geospatial Visualization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-37 Perform Database Auditing [DA-PFDBT] . . . . . . . . . . . . . . . . . . . . 7-29
1.1 Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Display Geospatial Data [GV-DSGEO] . . . . . . . . . . . . . . . . . . . . . . 5-38 7.4 Operations Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-31
1.2 Vision/Statement of Need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Manipulate Geospatial Data [GV-MPGEO] . . . . . . . . . . . . . . . . . . . 5-39 Monitor System Resources [OA-MOSRE] . . . . . . . . . . . . . . . . . . . . . 7-32
9-1-1 Sys. Admin. 9-1-1 PSAP Ops. Func. Act./ Req. Ovr. Cap. Use Cases Enterprise Over.
1.2.1 Vision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 5.5 PSAP Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-41 Manage Network Faults and Recovery [OA-MNFTR] . . . . . . . . . . . 7-33
1.2.2 Goals and Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Define and Establish Call Handling Protocols [PA-DECHP] . . . . . 5-42 Manage System Performance [OA-MANSP] . . . . . . . . . . . . . . . . . . .7-34
1.2.3 Statement of Need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 Schedule Staff [PA-SCHST] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-43 Manage System Resources and Configuration [OA-MNSRE] . . . . . . 7-35
1.3 Document Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3 Create Specialized Call Taker Groups [PA-CSCTG] . . . . . . . . . . . . 5-44 Manage Call Records [OA-MNCLR] . . . . . . . . . . . . . . . . . . . . . . . . 7-36
Manage Automatic Call Distributor Rules [PA-MACDR] . . . . . . . . 5-45 Manage Change Requests [OA-MCHRQ] . . . . . . . . . . . . . . . . . . . . 7-37
Section 2: Enterprise Overview . . . . . . . . . . . . . 2-1
2.1 Community Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1 Section 6: 9-1-1 System Administration Section 8: System Requirements . . . . . . . . . . . . 8-1
Segment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 8.1 Technical Performance Requirements . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
2.1.1 Why Develop a “Community Model”? . . . . . . . . . . . . . . . . . . . 2-1
6.1 System Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3 8.1.1 Maintainability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
2.1.2 NG9‑1‑1 Community Model . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Create and Define Roles [SM-CRROL] . . . . . . . . . . . . . . . . . . . . . . . . 6-4 8.1.2 Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
2.2 NG9‑1‑1 System Boundaries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Manage User Accounts [SM-MUSER] . . . . . . . . . . . . . . . . . . . . . . . . 6-5 8.1.3 Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
2.3 Enterprise Segment Activity Roadmap . . . . . . . . . . . . . . . . . . . . . . . . 2-8
Planning Configuration Changes [SM-PLCFC] . . . . . . . . . . . . . . . . . 6-6 8.2 Technical System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
Section 3: Capability Use Cases . . . . . . . . . . . . . 3-1 6.2 Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
8.2.1 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
3.1 End-to-End Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10 Manage Database Access [DM-MNDBA] . . . . . . . . . . . . . . . . . . . . . . 6-8
8.2.2 Continuity of Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4
Manage Database Performance [DM-MNDBP] . . . . . . . . . . . . . . . . 6-9
8.3 Design Constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4
Section 4: Functional Activity and Manage 9‑1‑1 Interface and Protocol Availability and Usage
Requirements Overview . . . . . . . . . . . . . . . . . . . . 4-1 [DM-MNDBI] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10 Section 9: Source References . . . . . . . . . . . . . . . 9-1
Submit Caller Information Error Report [DM-SCIER] . . . . . . . . . . 6-11
Section 5: 9-1-1 PSAP Operations Segment . . . . 5-1
Perform Database Save & Recovery [DM-PDBSR] . . . . . . . . . . . . . 6-12 Appendix A: Acronyms . . . . . . . . . . . . . . . . . . . . A-1
5.1 Call Answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Manage Database Auditing [DM-MNDBT] . . . . . . . . . . . . . . . . . . . 6-13
Manage Call Queues [CA-MNQUE] . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 Appendix B: Glossary . . . . . . . . . . . . . . . . . . . . . B-1
Answer Call [CA-ANSCL] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Section 7: 9-1-1 System Operations Segment . . 7-1
Initiate Call Back [CA-INTCB] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8 Appendix C: Requirements Style Guide . . . . . . . C-1
7.1 Call Treatment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3
5.2 Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11 Recognize Originating Location [CT-ROLOC] . . . . . . . . . . . . . . . . . . 7-4 Appendix D: Specifications To Be Determined . . D-1
9-1-1 Sys. Ops.

Determine Nature of Emergency [CP-DTNAT] . . . . . . . . . . . . . . . . . 5-12 Identify Call Type [CT-REGCT] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Determine and Verify Location of Emergency [CP-VFLOC] . . . . . . 5-14 Route Call to PSAP [CT-RTPSP] . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10 Appendix E: NG9-1-1 Conceptual Databases . . . E-1
Update Mobile Caller’s Location Information [CP-UCLOC] . . . . . 5-16 Document Call Detail Information [CT-LGCAL] . . . . . . . . . . . . . . . 7-12
Identify Appropriate Responding Agency or Service [CP-IDRES] . . 5-18 Provide Network Bridging Services [CT-PNWBS] . . . . . . . . . . . . . . 7-16
Provide Pre-Arrival Instructions to Caller [CP-PRINS] . . . . . . . . . 5-20 Call Authentication [CT-CAUTH] . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-18
Sys. Reqs.
Establish Conference Call [CP-ECONF] . . . . . . . . . . . . . . . . . . . . . 5-22 7.2 Security Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-21
5.3 Call Records Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25 Manage Network Security [SC-MNSEC] . . . . . . . . . . . . . . . . . . . . . 7-22
Record Call [CR-RCCAL] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-26 Login [SC-LOGIN] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-23
Obtain Supportive or Supplemental Data Post Call Delivery 7.3 Database Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-25
Appendices
[CR-OSSDT] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-30
Manage Database Content [DA-MTDBC] . . . . . . . . . . . . . . . . . . . . 7-26
End Call [CR-ENDCL] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-32
Populate and Maintain 9‑1‑1 Data Interfaces [DA-MTDBI] . . . . . . 7-27
Transfer Call Records [CR-TRCIN] . . . . . . . . . . . . . . . . . . . . . . . . . 5-34
Publish Authoritative Data Content [DA-PADCT] . . . . . . . . . . . . . . 7-28
October 10, 2007 | Version 2.0 Table of Contents | iii

Table of Figures
Introduction
NG9‑1‑1Community Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Geographic Layer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Originating Subscriber Service Operations Layer . . . . . . . . . . . . . . . . . . . 2-4
Enterprise Over. Cap. Use Cases Func. Act./ Req. Ovr. 9-1-1 PSAP Ops. 9-1-1 Sys. Admin.
Dispatch Operations Layer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

Emergency Services Internetwork Layer . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5
NG9-1-1 Enterprise Operations Layer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
NG9-1-1 System Boundaries Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7
Example Enterprise Segment Activity Roadmap (ESAR) . . . . . . . . . . . . . 2-9
NG9-1-1 PSAP Operations ESAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10
NG9-1-1 System Administration ESAR . . . . . . . . . . . . . . . . . . . . . . . . . . 2-11
NG9-1-1 System Operations ESAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12
Call Initiation Capability Use Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Call Routing Capability Use Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Call Back Ability Capability Use Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Interactive Call Processing Capability Use Case . . . . . . . . . . . . . . . . . . . . 3-6
Data Interaction with Emergency Entities Capability Use Case . . . . . . . . .3-7
Publish and Maintain Validated Physical Location Capability Use Case . . 3-8
Add New PSAP to NG9-1-1 System Capability Use Case . . . . . . . . . . . . . 3-9
End-to-End Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10
NG9-1-1 System Requirements Organization . . . . . . . . . . . . . . . . . . . . . . 4-2
NG9-1-1 System Requirements Organization . . . . . . . . . . . . . . . . . . . . . . 4-3
Example Information Transaction Inventory (ITI)v . . . . . . . . . . . . . . . . . . 4-3
Example Multidimensional Requirements View (MRV) . . . . . . . . . . . . . . 4-4
Multidimensional Requirements View (MRV) Key . . . . . . . . . . . . . . . . . . 4-5
Call Answering Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
9-1-1 Sys. Ops.
Call Processing Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11

Call Records Management Service Area . . . . . . . . . . . . . . . . . . . . . . . . . 5-25
Geospatial Visualization Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-37
PSAP Administration Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-41
System Management Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
Sys. Reqs.
Data Management Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7

Call Treatment Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3
Security Administration Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-21
Data Administration Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-25
Operations Administration Service Area . . . . . . . . . . . . . . . . . . . . . . . . . 7-31
Appendices
iv | Table of Contents Version 2.0 | October 10, 2007

Introduction
Introduction
Section 1: Introduction
1.1 Executive Summary
The Next Generation 9‑1‑1 Initiative (NG9‑1‑1)
is a U.S. Department of Transportation (USDOT)
research and development project that will help
define the system architecture and develop a
transition plan that considers responsibilities,
costs, schedule, and benefits for deploying
Internet Protocol (IP)-based emergency services
across the Nation.1 USDOT understands that
access to emergency services provided by
9-1-1 Sys. Ops.

Public Safety Answering Points (PSAPs) in
today’s world of evolving technology will
ultimately occur within a broader array of
1 It is assumed that emergency service networks will be

IP based, operating on IP networks shared with other
Sys. Reqs.
emergency services and government services, in concert
with existing and evolving communication technology and
related services that will ultimately support much of the
access to emergency services, along with the interconnection
required to allow them to interrelate. Because of its purpose,
NG9‑1‑1 service must be a priority service on the shared IP
Appendices
networks. Likewise, it is assumed that the emergency service
network architecture driven by this document will generally
follow the Internet Protocol Suite, including transport layer
protocols like Transmission Control Protocol (TCP) and User
Datagram Protocol (UDP). Consequently, requirements
are not specifically identified herein for such matters.
October 10, 2007 | Version 2.0 Introduction | 1-1

interconnected networks comprehensively employed by the supporting jurisdiction or PSAP. 1.2 Vision/Statement of Need 1.2.3 Statement of Need
Introduction
Introduction
supporting emergency services—from public It is expected that a variation in operational

access to those services, to the facilitation of and technical practices and capabilities will 1.2.1 Vision There appears to be consensus within the 9‑1‑1
those services, to the delivery of the emergency exist across jurisdictions and PSAPs. community on the shortcomings of the present
The core vision for NG9‑1‑1 is that a nationally 9‑1‑1 system and the need for a new, more capable
information to dispatchers and first responders. interoperable emergency services internetwork
This document, the NG9-1-1 System Description system to allow the general public to send text,
The NG9‑1‑1 System is an emergency call delivery 2

& Requirements Document, is the enterprise level (system of systems) will provide the foundation images, video, and other data to PSAPs, in addition
and response system (or “system of systems”) that successor to the NG9-1-1 High-Level System for emergency services in an increasingly to making 9‑1‑1 calls—capabilities that are
will capitalize on advances in information and Requirements Document3 and includes the mobile and technologically diverse society and increasingly common in mobile communications
communications technologies, and will enable— analytical output of a long-term 9-1-1 community ultimately enable Enhanced 9‑1‑1 (E9‑1‑1) calls devices and vehicles. There is general agreement
stakeholder outreach effort. In addition, this from most types of communication devices. on the need to transition legacy technology and
• Quicker and more robust information
as the result of making a 9‑1‑1 call document leverages work from USDOT’s 1.2.2 Goals and Objectives systems into an advanced nationwide emergency
earlier Wireless E9‑1‑1 Initiative and builds on communications internetwork. There is also
• Better and more useful forms of information
IP-based 9‑1‑1 work already underway within The primary goal of the NG9‑1‑1 System is to agreement that NG9‑1‑1 must provide all the
(text, images, and video) from any
a variety of related efforts. This initial version save lives, ensure health, and protect property capability and quality of service that currently
networked communications device
includes top-level functional requirements, by improving emergency services access and exists in E9‑1‑1 systems. Understanding that
• Transfer of 9‑1‑1 calls between geographically identifies capability use cases, and specifies response in the United States. The state of the our Nation’s E9‑1‑1 systems vary in the level of
dispersed PSAPs (and from PSAP to remote enterprise-wide requirements. Also included is NG9‑1‑1 System also has a major effect on service they provide, we define “must provide all
public safety dispatchers) if necessary a Community Model (Figure 2‑1) that allows transportation security, mobility, and efficiency. the capability that currently exists” as meaning that
• Increased aggregation and sharing of stakeholders to visualize how the requirements NG9‑1‑1 must, at a minimum, equal the current
data, resources, procedures, and standards fit into the NG9‑1‑1 community and how The NG9‑1‑1 System objectives that state of the operations for traditional 9‑1‑1 systems.
to improve emergency response stakeholder concerns are being addressed. This will lead to this goal include—
• Maximized use of available public document is a means of capturing, synthesizing, • Enable E9‑1‑1 calls from any
capital and operating costs for and representing the operational concepts and networked communication device
emergency communication services. functional requirements for the NG9‑1‑1 System. • Enable geographically independent call
access, transfer, and backup among
While NG9‑1‑1 will result in these benefits to PSAPs and between PSAPs and other
nationwide emergency services, it will also allow authorized emergency organizations
the flexibility necessary to allow operational
• Encourage a flexible, open, non-proprietary,
standards, protocols, and best practices to be
and secure architecture to facilitate the
adopted and implemented to meet unique local
implementation of an interoperable
circumstances and needs. For example, not all
internetwork (system of systems)
9-1-1 Sys. Ops.
PSAPs will provide emergency medical pre-arrival

instructions to callers. Likewise, it is not necessary • Foster increased coordination and partnerships
for NG9‑1‑1 to have identical technological within the public safety community
capabilities nationwide. Availability of some • Encourage standards coordination and
technologies (e.g., CAD, GIS mapping) will be interoperability across the United States
determined based on local circumstances and and with other emergency services network
Sys. Reqs.
needs. Where this document refers to accepted providers within North America (Canada and
standards and best practices, the intent is to Mexico), recognizing the global impacts of
refer to accepted standards and best practices routing emergency calls in an IP environment
• Maximized use of available emergency services
capital, operating and maintenance cost savings.
Appendices
2 The term “call” is used in this document to indicate any 3 The NG9‑1‑1 Detailed System Requirements document
real-time communication—voice, text, or video—between decomposes NG9‑1‑1 System Description & High-Level
a person needing assistance and a PSAP call taker. This Requirements to identify lower-level NG9‑1‑1 user and
term also includes non-human-initiated automatic system needs. Operational, systems and data behaviors
event alerts, such as alarms, telematics, or sensor data, to support NG9‑1‑1 required activities are detailed
which may also include real-time communications. in the NG9‑1‑1 Detailed System Requirements.
1-2 | Introduction Version 2.0 | October 10, 2007

1.3 Document Overview The Technical System Requirements section
Introduction
Introduction
presents NG9‑1‑1 system requirements that help
This document contains the NG9‑1‑1 system ensure the NG9‑1‑1 System is fully supported and
requirements, as well as a description of the capable of processing the required workload.
NG9‑1‑1 System. The remainder of this NG9‑1‑1
System Description & Requirements Document is The Source References section identifies
organized into the following numbered sections: sources of information used in the gathering
2) Enterprise Overview and development of the system description and
requirements presented in this document.
3) Capability Use Cases
4) Functional Activity and
Requirements Overview
5) NG9‑1‑1 PSAP Operations Segment
6) NG9‑1‑1 System Administration Segment
7) NG9‑1‑1 System Operations Segment
8) Technical System Requirements
9) Source References
The Enterprise Overview section contains several
analytical and illustrative presentations that
provide an overall enterprise view of NG9‑1‑1
stakeholder needs and describe the key system
capabilities that will fulfill these needs.
The Capability Use Cases section illustrates
the use of the NG9‑1‑1 System from a user’s
perspective and provides context for the
various ways NG9‑1‑1 functional activities
enable users to complete complex tasks.
The Functional Activity and Requirements section
describes the layout and structure of the activities
9-1-1 Sys. Ops.

and system requirements in this document.
The next three sections discuss the NG9‑1‑1
services and system requirements, grouped
into three NG9‑1‑1 System Segments: PSAP
Operations, System Administration Support,
Sys. Reqs.
and System Operations. The sections on
these system service segments provide
detailed goals, descriptions, and requirements
defining the needed functional capabilities
for the NG9‑1‑1 services and activities.
Appendices
October 10, 2007 | Version 2.0 Introduction | 1-3
Version 2.0 | October 10, 2007
Notes
1-4 | Introduction
Introduction Enterprise Over. Cap. Use Cases Func. Act./ Req. Ovr. 9-1-1 PSAP Ops. 9-1-1 Sys. Admin. 9-1-1 Sys. Ops. Sys. Reqs. Appendices
Introduction
Introduction
Enterprise Over.
Section 2: Enterprise Overview
2.1 Community Model
2.1.1 Why Develop a “Community
Model”?
When the analysis of the NG9‑1‑1 System was
initiated, USDOT worked with 9‑1‑1 stakeholders
throughout the Nation to analyze the mission and
operation in the context of serving the emergency
services community. Through this analysis, the
diverse group of stakeholders that comprises the
9-1-1 Sys. Ops.

9‑1‑1 community was identified, including 9‑1‑1
and public safety agencies and related industries;
information standards organizations; consumer,
research, academic, and consortia communities;
technology and consulting industries; telematics,
third-party, Internet, and wireless service providers;
Sys. Reqs.
and transportation, government, regulatory, and
professional associations. In addition, USDOT
identified the high-level system interfaces and
transactional information flows among these
stakeholders. To communicate the findings
Appendices
associated with this analysis, a Community
Model, which serves to build understanding at
the technical, operations, and policy levels, was
developed. The purpose of the Community Model
October 10, 2007 | Version 2.0 Enterprise Overview | 2-1

is to provide an overall enterprise view to capture analyze the needs and operations of the various
Introduction
and analyze the needs of system stakeholders in stakeholders in the context of the services the
the context of the work activities they perform NG9‑1‑1 System provides to them. The layers
and the services the enterprise provides to them. of this model are meant to show the NG9‑1‑1
geographic coverage, the operational elements
Stakeholders can use this model to see how they of the emergency services community, and the
Enterprise Over.
fit into the “community” as a whole and how operational elements of the NG9‑1‑1 System.
their concerns are addressed within the NG9‑1‑1
enterprise. The high-level concepts depicted in
the Community Model are specifically tailored
to an enterprise-level audience through the
use of a graphically rich diagram. However,
the Community Model is also directly linked
to more technical documents, for example,
the Internet Engineering Task Force (IETF)
Emergency Context Resolution and Internet
Technologies (ECRIT) Requirements and the
National Emergency Number Association
(NENA) i3 Technical Requirements, as well as
this NG9‑1‑1 System Description & Requirements
Document. The Community Model provides the
unique ability to bridge the gap among technical,
operations, and policy oriented audiences.
The Community Model is not intended to replace
traditional conceptual or logical models of a
system. These types of models provide a greater
level of detail about the system being defined,
including the common data stores, user interfaces,
and applications, and the relationships among these
components. These models are used as a baseline
for future direction. The Community Model
abstracts these details and instead provides a high-
9-1-1 Sys. Ops.
level depiction of the community members and

how they will interact with the system’s services.
2.1.2 NG9‑1‑1 Community Model
The USDOT NG9‑1‑1 Community Model,
Sys. Reqs.
presented in Figure 2‑1, is a graphical

representation of the operational and support
elements that comprise the NG9‑1‑1 system
of systems. The NG9‑1‑1 Community Model
illustrates how the NG9‑1‑1 System interacts with
Appendices
various stakeholders and how these stakeholders

fit into the emergency services community as a
whole. Thus, the Community Model provides
an overall enterprise view to capture and
2-2 | Enterprise Overview Version 2.0 | October 10, 2007


Figure 2–1: NG9‑1‑1Community Model
Enterprise Overview | 2-3

Appendices Sys. Reqs. 9-1-1 Sys. Ops. 9-1-1 Sys. Admin. 9-1-1 PSAP Ops. Func. Act./ Req. Ovr. Cap. Use Cases Enterprise Over. Introduction
Enterprise Over.
Introduction NG9‑1‑1 System Description & Requirements Document
Enterprise Over.
Figure 2–2: Geographic Layer Figure 2–3: Originating Subscriber Service Operations Layer
The Geographic Layer, depicted in the lower the components to enable this collaboration, The Originating Subscriber Service Operations in NG9‑1‑1, just as it is in today’s 9‑1‑1. At
9-1-1 Sys. Ops.
portion of the graphic as a map of the United including the strategic communications capabilities Layer, depicted on the left side of the graphic, this layer, an emergency call is distinguished
States, illustrates the decentralized nature of and enhanced data aggregation and sharing illustrates how calls from the public enter the from all other traffic and given different
NG9‑1‑1 and serves as a visual foundation for technologies for carrying out the NG9‑1‑1 mission. system through various communication devices treatment. Nevertheless, this layer is outside the
the requirements and needs of the NG9‑1‑1 and how these calls are routed to the appropriate scope of this project except for the functional
System. The NG9‑1‑1 System is an interconnected PSAP through commercial networks. These handoff between it and the 9‑1‑1 enterprise.
system of local and regional emergency services devices and networks are key to identifying the
Sys. Reqs.
networks (system of systems). The boundaries information types and formats to be transferred
of emergency service networks vary, depending throughout the NG9‑1‑1 System. The NG9‑1‑1
on geography, local emergency management stakeholder groups that make up the originating
requirements, and organizational frameworks. The subscriber service providers are shown in green and
overlapping boundaries of existing emergency include access service providers, access network
Appendices
services providers’ areas of responsibility and providers, third-party providers, and service
their varying operational missions require that application providers. The Originating Subscriber
they work in a coordinated and collaborative Service Operations layer is the essential first
context. One of the goals of NG9‑1‑1 is to provide component of the emergency response continuum

Introduction
Enterprise Over.
Figure 2–4: Dispatch Operations Layer Figure 2–5: Emergency Services Internetwork Layer
The Dispatch Operations Layer, depicted on The Emergency Services Internetwork,
9-1-1 Sys. Ops.

the right side of the graphic, illustrates the depicted near the center of the graphic as a
various dispatch, public safety communications, set of interconnected, shared IP networks,
and emergency responder organizations information streams, and data stores, is a set
responsible for dispatching emergency service of coordinated and shared applications and
to the public in response to 9‑1‑1 calls. The information repositories that serve multiple
NG9‑1‑1 stakeholder groups associated with the governmental and non-governmental functions
Sys. Reqs.
Dispatch Operations layer are N‑1‑1 providers, and seamlessly interface voice and electronic data,
public safety dispatch groups, and emergency thereby improving response for emergencies.
responders. The Dispatch Operations layer reflects
an essential aspect of the emergency response
continuum in NG9‑1‑1 just as it does in today’s
Appendices
9‑1‑1. Nevertheless, this layer is outside the
scope of this project except for the functional
handoff between it and the 9‑1‑1 enterprise.

configuring the 9‑1‑1 enterprise. The 9‑1‑1 (emergency communications routing

System Operations Segment consists of
Introduction
proxies and legacy selective routers);

activities, systems, and network resources to • Databases including routing, identity and access,
manage, protect, administer, and operate the selective router and ANI/ALI databases; and
technology infrastructure supporting the 9‑1‑1
mission. These NG9‑1‑1 enterprise segments • Interfaces that provide connectivity between
Enterprise Over.
represent some of the primary requirements the NG9‑1‑1 components and those
that NG9‑1‑1 must support in order to advance supporting systems that deliver critical
the level of efficiency, collaboration, and information, including the actual “call.”
coordination among the 9‑1‑1 community Notable components outside the
to the next generation of 9‑1‑1. The intent NG9‑1‑1 System include:
of these segments is to provide stakeholders
with common descriptions of the functionality • Access devices (wireline, wireless,
provided within NG9‑1‑1—not a policy text/video/data, sensors, etc.);
statement on how that functionality must be • Access networks (utilities, service
implemented for each locality within NG9‑1‑1. providers, and the Internet);
• Emergency call routing functions for
2.2 NG9‑1‑1 System mobile, voice over IP (VoIP) providers
Boundaries and Internet service providers (ISP);
• Location validation and routing
For a system as broad and complex as NG9‑1‑1, databases for location acquisition;
it becomes necessary to define the scope of
the project by indicating the technology that • Third-party call centers, including
is considered “part of the system.” With a telematics service providers; and
well-defined delimitation of the system, a • Public safety dispatch and
smoother transition and a clearer understanding responder agency systems.
of the interfaces needed will result.
As a separate document, the USDOT will publish
Figure 2‑7, the NG9‑1‑1 Boundary area a NG9-1-1 Architecture Analysis Report document
indicates the components that are included as that provides a more in-depth and descriptive view
Figure 2–6: NG9-1-1 Enterprise Operations Layer part of NG9‑1‑1. Items outside of this area of the proposed architecture for a NG9-1-1 system.
are those components that are elements of the The report presents an architecture able to support
The 9‑1‑1 Enterprise Operations Layer is at the appropriate responder dispatch services. more larger public safety communications system, next generation technologies, access methods,
9-1-1 Sys. Ops.
the core of the NG9‑1‑1 community, comprising and are not included in this initiative’s scope. and operational capabilities. Key architectural
the activities, systems, resources, and processes To support this brokering of information, the 9‑1‑1
considerations are discussed to draw attention
performed within the 9‑1‑1 enterprise. It serves Enterprise Operations Layer is composed of three Main components of the NG9‑1‑1 System include:
enterprise segments: the 9‑1‑1 PSAP Operations to the characteristics and issues most key to the
as a broker of information from the public • Devices used by call takers to process successful operation of the NG9-1-1 System.
caller through to the emergency responder. The Segment, the 9‑1‑1 System Administration
Segment, and the 9‑1‑1 System Operations the input (voice, text, data, images,
9‑1‑1 enterprise gathers information about the
Sys. Reqs.
Segment. The 9‑1‑1 PSAP Operations Segment and video) from other systems;
emergency, such as the nature and location of
is primarily used by PSAP call takers to receive • Telephony switches and automatic
the emergency, alarm signals, vehicle crash
calls from the public, determine the nature of the call distributor (ACD) systems,
impact data, and other incident-descriptive data,
emergency, and relay the call to the appropriate typically residing within a PSAP;
from the public via the originating subscriber
services. The 9‑1‑1 enterprise then disseminates public safety dispatch center for response. • Call detail logging devices;
Appendices
information, such as PSAP status, caller location, The 9‑1‑1 System Administration Segment
• Map displays and geographic
nature and location of the emergency, response describes the capabilities needed for sharing
information systems (GIS);
type, and other incident descriptive data, to information, collaborating, assigning work tasks,
maintaining security standards, training, and • Emergency call routing functions

(*) THIRD-PARTY CALL
Introduction
CENTER: Telematics
NG9-1-1
Service Provider,
ACCESS ACCESS Poison Control, Suicide BOUNDARY
DEVICES NETWORKS Prevention, N-1-1, NG9-1-1
Language Translation
EMERGENCY PSAP
Enterprise Over.
PBX CENTRAL CALL ROUTING
FUNCTION (END PUBLIC SAFETY
VOICE OFFICE DISPATCH /
DEVICE OFFICE /
E9-1-1 RESPONDER
SELECTIVE AGENCIES
GATEWAY ROUTER) SYSTEMS
TEXT
INTERACTION
VOICE OR EQUIPMENT
THIRD-
TEXT (TTY/TDD)
PARTY
DEVICE
CALL
CENTER
SYSTEM (*)
NG9-1-1
VOICE AND PSAP IP VOICE
DATA EMERGENCY ROUTING / INTERACTION
DEVICE CALL IP PSAP IP EQUIPMENT
ROUTING AUTOMATIC
FUNCTION CALL
EMERGENCY (EMERGENCY DISTRIBUTION
TEXT CALL SERVICES (ACD)
DEVICE ROUTING ROUTING DATA
FUNCTION PROXY) INTERACTION
(MSC/ISP) EQUIPMENT
VOICE
DEVICE
IP PBX
MAP
Failure Path
CALL
9-1-1 Sys. Ops.

SENSOR
DETAIL
DEVICE
LOGGING
Sys. Reqs.
MOBILE VoIP LOCATION NG EMERG. IDENTITY SELECTIVE
POSITION POSITION VALIDATION SERVICES
AND ACCESS ROUTER
CENTER CENTER ROUTING NETWORK BASE
(ESNet) DATABASE DATABASE ANI/ALI NG9-1-1
(MPC) (VPC) DATABASES GIS GIS
DATABASE DATABASES
DATA
Appendices
Figure 2–7: NG9-1-1 System Boundaries Diagram

2.3 Enterprise Segment The ESAR plays an important role in ensuring Role Descriptions. Roles comprise the
Introduction
Activity Roadmap that stakeholders, users, and developers, fully collective characteristics of the persons
understand the activities required to support the or systems that perform work within the
The Enterprise Segment Activity Roadmap (ESAR) new operational functions or business processes. NG9‑1‑1 System. Jurisdictional boundaries
consists of a table of functions, or activities, for A review of each service area—prioritizing and community agreements may impact the
each of the enterprise segments discussed in activities by project need, complexity, and specific implementation of these roles within
Enterprise Over.
Section 2.1 and illustrated in the Community Model cost—can be completed to determine how NG9‑1‑1. The role descriptions listed here
(see Figure 2‑1). The ESAR provides an index that component activities should be allocated as provide the general characteristics of the role
defines the scope of activities, mapped to enterprise part of the NG9‑1‑1 System development. within the system. The staff that perform their
segments that need to be supported by developed work within NG9‑1‑1 are characterized in the
(or purchased) NG9‑1‑1 applications. Within Table 2‑1 role descriptions. It is important to
each enterprise segment are group identifiers, note that one human user of the system can and
or service areas (shown as a colored header to will take on multiple roles within the system.
the enterprise segment table), for the functional Also, for many of the activities described
activities below them. The activities within each within this System Description & Requirements
service area are the component work functions that Document, a human may not be involved with
will be performed within the NG9‑1‑1 System. the execution of the role within an activity.
Each activity within the ESAR represents The ESAR that follows in Figure 2-9, Figure
a unique function the NG9‑1‑1 System 2-10, and Figure 2-11 presents the enterprise
should perform. These activities are defined segments, service areas and, functional
by the set of attributes listed below: activities of the NG9‑1‑1 System.
• Activity Name: The name of the
Activity being described
• Activity Code: A unique code used
to identify the Activity name and its Table 2–1: NG9-1-1 Role Descriptions
associated service area name Role Code Role Name Role Description
• Role: A name of the job role of the DBA Database Administrator The Database Administrator is responsible for the environmental aspects of the NG9-1-1 data stores. In general, these include: ensuring that
person or the functional role of a database backups are created and tested for recoverability, verifying data integrity, defining and/or implementing security access controls
technology that performs the Activity to the data, and ensuring maximum availability and performance. The database administrator manages the database in an administrative
manner and consequently requires the technical skills to troubleshoot problems and maintain the overall health of the database.
• Proof-of-Concept: Yes/No—A recommendation DM Data Manager The Data Manager is responsible for creating, maintaining and correcting the data content within the NG9-1-1 information stores.
9-1-1 Sys. Ops.
on whether the Activity should be CT Call Taker The call taker receives and processes 9‑1‑1 emergency and non-emergency calls from the public or third-party notification agencies. The
demonstrated in the Proof-of-Concept call taker may also dispatch emergency services or conference/transfer 9‑1‑1 callers with/to the appropriate emergency service agency. The
• References: Abbreviations of the documents call taker may perform location validation discrepancy reporting. The call taker may be required to give emergency medical pre-arrival
instructions to 9‑1‑1 callers. The call taker may be required to answer non-emergency and administrative calls, and monitor alarms.
used as references when defining the Activity
SYS NG9‑1‑1 System The system role is used when the primary functions of an activity have been automated.
• Goal: A brief description of the NTA Network Administrator The Network Administrator has the responsibility to maintain the network by providing any necessary
end result of the Activity.
Sys. Reqs.
updates, performing routine maintenance, and by managing access to the network.

9‑1‑1AUTH 9‑1‑1 Authority The 9‑1‑1 Authority provides oversight for city, county, region, or statewide PSAP operations. The 9‑1‑1 Authority
may promulgate rules, set standards, manage change, and administer funds. The 9‑1‑1 Authority typically
determines the level of funding available to PSAPs for training, technology upgrades, and staffing.
PA PSAP Administrator The PSAP Administrator directs the overall operation of a PSAP and is responsible for the direct supervision, training, and
administration of the PSAP's staff. The PSAP Administrator may be responsible for the maintenance of PSAP call-taking equipment
Appendices
and supporting peripherals. The PSAP Administrator may be responsible for the PSAP's budget and staff support.
SA System Administrator The System Administrator is responsible for software installation, system upgrades, and problem resolution. The
System Administrator also performs system backups and recovery, while maintaining data files and monitoring system
configuration to ensure data integrity. This role manages accounts, system monitoring, and system maintenance.

Introduction
Enterprise Segment:
Enterprise Over.
Service Areas: An Enterprise Segment is a high
level grouping of related
A contextual grouping business services that address
of like functional major and distinct portions of
activities. Also thought the system or enterprise.
of as the ‘bins’ of work
being performed.
Service areas can cross
Enterprise Segments
[Activity Code] Activity Name

Role:
Proof-of-Concept:
References:
Goal:
Functional
Activities:
Bounded piece of work
9-1-1 Sys. Ops.

to be performed that
describes the people,
processes, and
technology used. Activity Attributes:
Sys. Reqs.
Communicates the specific
business rules and technical
functions for each activity.
Appendices
Figure 2–8: Example Enterprise Segment Activity Roadmap (ESAR)

9-1-1 PSAP Operations [PSAP]

Introduction
5.1 Call Answering [CA] 5.2 Call Processing [CP] 5.3 Call Records 5.4 Geospatial 5.5 PSAP Administration
Management [CR] Visualization [GV] [PA]
[CA-MNQUE] Manage Call Queues [CP-DTNAT] Determine Nature of Emergency [CP-IDRES] Identify Appropriate Responding [CR-RCCAL] Record Call [GV-DSGEO] Display Geospatial Data [PA-DECHP] Define and Establish Call Handling
Enterprise Over.
Role: CT, PA Role: CT, PA Agency or Service Role: CT, SYS Role: CT Protocols
Proof-of-Concept: Yes Proof-of-Concept: Yes Role: CT, PA Proof-of-Concept: Yes Proof-of-Concept: Yes Role: PA, SA
References: NENA 56-005, NENA 58-001 References: NENA-i3, NRIC VII-1B Proof-of-Concept: Yes References: NENA 08-501, NENA 58-001 References: N/A Proof-of-Concept: Yes
References: NENA-i3, NRIC VII-1B, NRIC VII-1D References: NENA 08-501, NRIC VII-1B
Goal: Provide the capability to manage call queues Goal: Determine the nature of the emergency and Goal: Preserve a detailed record of the interactive Goal: Display location and geospatial information on
and deliver the caller to a call taker workstation. provide an initial assessment of the situation. Goal: Select appropriate responders based on the communications occurring during a call. a map. Goal: Ensure proper and efficient call handling and
nature and location of emergency, incident compliance with PSAP processes and best practices
management procedures, and standard operating through the creation and automation of protocols and
procedures (SOP). procedures.
[CA-ANSCL] Answer Call [CP-VFLOC] Determine and Verify Location of [CP-PRINS] Provide Pre-Arrival Instructions to Caller [CR-OSSDT] Obtain Supportive or Supplemental [GV-MPGEO] Manipulate Geospatial Data [PA-SCHST] Schedule Staff
Role: CT, PA Emergency Role: CT Data Post Call Delivery Role: CT, PA Role: PA
Proof-of-Concept: Yes Role: CT, PA Proof-of-Concept: No Role: CT, PA Proof-of-Concept: No Proof-of-Concept: No
References: NENA 58-001, NENA-i3, NRIC VII-1B Proof-of-Concept: Yes References: NENA-i3, NRIC VII-1B Proof-of-Concept: Yes References: N/A References: NENA 08-501, NRIC VII-1B
References: NENA-i3, NRIC VII-1B References: NENA 02-011, NENA 58-001
Goal: Provide the capability to answer a 9-1-1 call. Goal: Provide appropriate pre-arrival instructions to Goal: Manipulate location and geospatial Goal: Ensure the staffing level is set to handle the
Goal: Determine whether an emergency is located at call taker. A call taker may distribute pre-arrival Goal: Obtain supportive or supplemental data after information. call volume.
the caller’s location or elsewhere. Ensure instructions to a caller as necessary. call delivery to facilitate call processing.
responders are directed to the correct location.
[CA-INTCB] Initiate Call Back [CP-UCLOC] Update Mobile Caller's Location [CP-ECONF] Establish Conference Call [CR-ENDCL] End Call [PA-CSCTG] Create Specialized Call Taker Groups
Role: CT, PA Information Role: CT, PA Role: CT, PA Role: PA
Proof-of-Concept: Yes Role: CT, PA Proof-of-Concept: Yes Proof-of-Concept: Yes Proof-of-Concept: No
References: NENA-i3, NRIC VII-1B Proof-of-Concept: Yes References: NENA 58-001, NENA-i3, NRIC VII-1B, References: NENA 08-501, NRIC VII-1B References: NENA 08-501, NENA 58-001, NRIC VII-
References: NENA-i3, NRIC VII-1B NRIC VII-1D 1B
Goal: Establish communications circuit between call Goal: Terminate existing call and return to ready to
taker and receiving party. Goal: Receive location information for mobile callers. Goal: Establish communication among the call taker, accept next call. Goal: Create specialized call taker groups to be used
caller, third-party (e.g., telematics) service provider, in conjunction with call distribution rules.
and appropriate public safety entities.
[CR-TRCIN] Transfer Call Records [PA-MACDR] Manage Automatic Call Distributor

Role: CT, PA Rules
Proof-of-Concept: Yes Role: PA, SA
9-1-1 Sys. Ops.
References: Proof-of-Concept: No
References: NENA 08-501, NENA 58-001, NRIC VII-
Goal: Transfer all Essential, Supportive, 1B
Supplemental, and/or manually-entered data
concerning the call to the appropriate responding Goal: Create, manage, and distribute rules and
Recommended for
agency dispatch or other authorized entity. policies governing the distribution of incoming 9-1-1 Proof-of-Concept
calls and automatic event alerts, along with the
associated data to call takers.
Role Key
ALL - ALL Roles
Sys. Reqs.
Reference Legend:
CT - Call Taker
ECRIT - Requirements for Emergency Context Resolution with Internet Technologies. Internet Engineering Task Force.
NENA 02-010 - NENA Standard Formats & Protocols for ALI Data Exchange, ALI Response & GIS Mapping
DB - Database Administrator
NENA 02-011 - NENA Data Standards for Local Exchange Carriers, ALI Service Providers & 9-1-1 Jurisdictions NA - Network Adminstrator
NENA 02-013 - NENA Data Standards for the Provisioning and Maintenance of MSAG Files to VDBs and ERDBs
NENA 08-501 - NENA Technical Information Document on the Network Interface to IP Capable PSAP PA - PSAP Adminstrator
NENA 58-001 - NENA IP Capable PSAP Features and Capabilties Standard
NENA-i3 - NENA i3 Technical Requirements Document SA - System Administrator
Appendices
NRIC VII-1B - Network Architecture Properties in 2010, Extending E9 1 1 to Satellites, and Generic Architectures to Support Video and Advanced Service. NRIC VII Focus Group 1B
NRIC VII-1D - Communication Issues for Emergency Communications Beyond E911: Final Report—Properties and network architectures for communications between PSAPs and SYS - NG9-1-1 System
emergency services organizations and personnel. NRIC VII Focus Group 1D
911AUTH - 9-1-1 Authority
Figure 2–9: NG9-1-1 PSAP Operations ESAR

9-1-1 System Administration [SYAD]
Introduction
6.1 System Management 6.2 Data Management [DM]
[SM]
[SM-CRROL] Create and Define Roles [DM-MNDBA] Manage Database Access [DM-MNDBT] Manage Database Auditing
Enterprise Over.
Role: PA, SA Role: DBA Role: DBA
Proof-of-Concept: No Proof-of-Concept: No Proof-of-Concept: No
References: ECRIT, NENA 08-501, NENA-i3, NRIC References: ECRIT, NENA 08-501, NENA-i3, NRIC References: NENA-i3, NRIC VII-1B, NRIC VII-1D
VII-1B, NRIC VII-1D VII-1B, NRIC VII-1D
Goal: Provide the capability to audit the specified
Goal: Create, manage, and assign roles within the Goal: Provide, support, and manage the capability to user and maintenance activities against the
system. access the enterprise database(s) and to allow the enterprise database.
distribution of data contained within those
database(s).
[SM-MUSER] Manage User Accounts [DM-MNDBP] Manage Database Performance [DM-MNDBI] Manage 9-1-1 Interface and Protocol
Role: SA Role: DBA Availability and Usage
Proof-of-Concept: No Proof-of-Concept: No Role: SA
References: ECRIT, NENA 08-501, NENA-i3, NRIC References: ECRIT, NENA 08-501, NENA-i3, NRIC Proof-of-Concept: Yes
VII-1B, NRIC VII-1D VII-1B, NRIC VII-1D References: NENA 08-501, NENA-i3, NRIC VII-1B,
NRIC VII-1D
Goal: Provide the capability to enable the creation, Goal: Provide the capability to monitor and report on
modification, suspension, and deletion of system the operational performance of the enterprise Goal: Ensure the availability of necessary and
accounts. Provide the capability to build user databases. beneficial data interfaces and communication
permissions/views with appropriate access to protocols to support call processing and emergency
allowable systems, networks, and databases. response.
Provide the capability for only those system
administrators with proper authority to create and
modify/update user accounts.
[SM-PLCFC] Planning Configuration Changes [DM-PDBSR] Perform Database Save & Recovery [DM-SCIER] Submit Caller Information Error Report
Role: DBA, SA Role: DBA Role: CT, DBA
Proof-of-Concept: No Proof-of-Concept: No Proof-of-Concept: No
References: N/A References: NENA 08-501, NENA-i3, NRIC VII-1B, References: N/A
NRIC VII-1D
Goal: Ensure that the system and necessary network Goal: Submit caller information error report to the
configurations adequately support the system and Goal: Provide the capability to back up and save originating data provider for correction.
network desired functions and capabilities. enterprise database(s), along with the archiving of
appropriate system data. Provide the capability to
recover and restore the enterprise databases based
on previous backups.
Recommended for
9-1-1 Sys. Ops.

Proof-of-Concept
Role Key
ALL - ALL Roles
Reference Legend:
CT - Call Taker
Sys. Reqs.
NRIC VII-1B - Network Architecture Properties in 2010, Extending E9 1 1 to Satellites, and Generic Architectures to
Support Video and Advanced Service. NRIC VII Focus Group 1B SYS - NG9-1-1 System
NRIC VII-1D - Communication Issues for Emergency Communications Beyond E911: Final Report—Properties and
network architectures for communications between PSAPs and emergency services organizations and personnel. NRIC 911AUTH - 9-1-1 Authority
Appendices
VII Focus Group 1D
Figure 2–10: NG9-1-1 System Administration ESAR

9-1-1 Systems Operations [SNSP]

Introduction
7.1 Call Treatment [CT] 7.2 Security 7.3 Database 7.4 Operations Administration [OA]
Administration [SC] Administration [DA]
[CT-ROLOC] Recognize Originating Location [CT-LGCAL] Document Call Detail Information [SC-MNSEC] Manage Network Security [DA-MTDBC] Manage Database Content [OA-MOSRE] Monitor System Resources [OA-MNCLR] Manage Call Records
Enterprise Over.
Role: SYS Role: SYS Role: NTA, SA Role: DBA, SA Role: NTA, SA Role: ALL
Proof-of-Concept: Yes Proof-of-Concept: No Proof-of-Concept: Yes Proof-of-Concept: Yes Proof-of-Concept: No Proof-of-Concept: Yes
References: NENA 58-001, NENA-i3, NRIC VII-1B, References: NENA-i3 References: NENA-i3, NRIC VII-1B, NRIC VII-1D References: NENA 02-010, NENA 02-011, NENA References: NENA-i3, NRIC VII-1B References: N/A
NRIC VII-1D 02-013, NRIC VII-1B, NRIC VII-1D
Goal: Preserve a record of call information in a data Goal: Ensure managed access to network Goal: Provide the ability to monitor and manage Goal: Create and maintain call records
Goal: Receive and electronically validate location- file. resources, ensure data integrity, and provide usage Goal: Provide the capability to manage and maintain system and subsystem usage and reliability.
originating caller location information (civic or auditability. the logical database structure supporting the NG9-1-
geospatial). 1 enterprise database environment.
[CT-REGCT] Identify Call Type [CT-PNWBS] Provide Network Bridging Services [SC-LOGIN] Login [DA-MTDBI] Populate and Maintain 9-1-1 Data [OA-MNFTR] Manage Network Faults and Recovery [OA-MCHRQ] Manage Change Requests
Role: SYS Role: SYS Role: ALL Interfaces Role: NTA, SA Role: NTA, SA
Proof-of-Concept: Yes Proof-of-Concept: Yes Proof-of-Concept: No Role: DBA Proof-of-Concept: Yes Proof-of-Concept: No
References: NENA-i3, NRIC VII-1B, NRIC VII-1D References: NENA 58-001, NENA-i3 References: N/A Proof-of-Concept: No References: NRIC VII-1B, NRIC VII-1D References: N/A
References: NENA 02-010, NENA 02-011, NENA
Goal: Receive and validate call type information Goal: Ensure that all system and network entities are Goal: Authenticate and provide system access to 02-013, NENA-i3, NRIC VII-1B, NRIC VII-1D Goal: Provide network capability to identify, isolate, Goal: Provide the administrative and analytical
(e.g., telematics, silent alarm) from able to conference and share data as appropriate users. and correct network faults. resources to support management decisions
telecommunications devices and recalculate call and beneficial to call treatment and processing. Goal: Provide the capability to update and modify the affecting system configuration and operation.
type and default priority based on supporting data. metadata database based on changes in data
standards or enterprise databases.
[CT-RTPSP] Route Call to PSAP [CT-CAUTH] Call Authentication [DA-PADCT] Publish Authoritative Data Content [OA-MANSP] Manage System Performance [OA-MNSRE] Manage System Resources and
Role: NTA, SYS Role: SYS Role: DBA Role: NTA, SA Configuration
Proof-of-Concept: Yes Proof-of-Concept: Yes Proof-of-Concept: Yes Proof-of-Concept: Yes Role: NTA, SA
References: NENA 58-001, NENA-i3, NRIC VII-1B, References: IETF RFC-3647, IETF RFC-4474, References: N/A References: NENA-i3, NRIC VII-1B Proof-of-Concept: Yes
NRIC VII-1D NENA 02-502, NENA 04-503, NENA 08-001, NENA References: NRIC VII-1B
58-001 Goal: Establish and publish to authenticated users Goal: Ensure network and system operation and
Goal: Route call from the initiator and call-originating various data content related to system databases reliability to meet acceptable and adopted standards. Goal: Provide management and control of network
service to the appropriate destination based on Goal: The call authentication process ensures that supporting functions such as location validation, call Provide the capability to monitor, record, and system resources and configurations.
identified call treatment including location information only appropriate entities are granted permission routing, rights management, and data routing. analyze system performance data against
received (civic or geospatial). through to the system. predefined metrics (i.e., establish system norms and
flag exceptions).
[DA-PFDBT] Perform Database Auditing

Role: SA
Proof-of-Concept: No
9-1-1 Sys. Ops.
References: NRIC VII-1B, NRIC VII-1D
Goal: Audit the accuracy of the NG9-1-1

database(s).
Recommended for
Proof-of-Concept
Role Key
ALL - ALL Roles
Sys. Reqs.
Reference Legend:
CT - Call Taker
Appendices
NRIC VII-1B - Network Architecture Properties in 2010, Extending E9 1 1 to Satellites, and Generic Architectures to Support Video and Advanced Service. NRIC VII Focus Group 1B
NRIC VII-1D - Communication Issues for Emergency Communications Beyond E911: Final Report—Properties and network architectures for communications between PSAPs and SYS - NG9-1-1 System
emergency services organizations and personnel. NRIC VII Focus Group 1D
Figure 2–11: NG9-1-1 System Operations ESAR

Introduction
Cap. Use Cases
Section 3: Capability Use Cases
Capability use cases are connected activities
extracted from the ESAR to create an overarching
system goal. Each sequence of connected
activities identifies a required capability for
the NG9‑1‑1 System. Capability use cases
illustrate use of the NG9‑1‑1 System from a
user’s perspective and provide context for the
various ways NG9‑1‑1 functional activities
will enable users to complete typical tasks.
The following descriptions are not intended to
represent a comprehensive or exhaustive list
9-1-1 Sys. Ops.

of use cases, but rather provide a high-level
characterization of the major use cases involved.
Sys. Reqs.
Appendices
October 10, 2007 | Version 2.0 Capability Use Cases | 3-1
9‑1‑1 calls reflect either 9‑1‑1 calls placed by

Introduction
individuals, or automatic event alerts sent by Table 3–1: Operational Capability Use Cases
sensors or similar initiating devices. In either case,
an emergency notification occurs, event-related Capability Use Case Figure Description
descriptive or mitigating data are distributed and Call Initiation 3-1 Provides the ability for calls from various access methods (e.g., telematics, wireless,
shared, and some type of response or follow-up instant messages/e-mail, VoIP, Teletypewriter/Telecommunications Device for the Deaf
occurs (which may not always be an emergency [TTY/TTD], wireline, event sensors) along with some “callback” and location-related
response).3 PSAP, in this case, either refers to an information, to be delivered to the PSAP through the emergency services internetworks.
appropriate single PSAP (as event circumstances Call Routing 3-2 Provides the ability for the call to be routed to the most appropriate PSAP based on caller and/
warrant), or PSAP “arrangements” that may include or event location and PSAP operational status. Provides the ability for the system to manage
more than one PSAP, or virtual PSAP constructs.4 call treatment in overload, error, and out-of-service situations, including, but not limited to,
Cap. Use Cases
dynamically rerouting to other suitable and available PSAPs, using interactive voice response,
providing a busy tone, or generating other automatic, informative replies to callers. Provides
the ability to deliver Essential and Supportive Call Data (i.e., location of caller and/or event,
call-back number, call type, telematics data, etc.) along with the call to the appropriate PSAP(s).
Call Back Ability 3-3 Provides the ability for the call taker to call back to the caller, regardless of device, in the event
the original connection is lost, and/or circumstances warrant follow-up. Call back may occur
either immediately or at some later point in time. Call-back information may not be a telephone
number and may be for any nation or domain (as a result of roaming and nomadic operation).
Interactive Call Processing 3-4 Provides the ability to receive a call (which may be a transferred call), along with necessary call
data, and process that call as appropriate. Provides the ability to add and/or enhance delivered
call descriptive data for the sake of improving call processing and emergency response. Provides
the ability to accept calls from, maintain calls with, and/or engage third parties in response to
calls, where the third party may be able to contribute to the processing of the calls involved.
Table 3–2: System Support Capability Use Cases
Capability Use Case Figure Description

Data Interaction with 3-5 Provides the ability for alternate call takers or distant PSAPs to capture basic call
9-1-1 Sys. Ops.
Emergency Entities information and make it accessible to local PSAPs and/or public safety dispatch centers.
This capability also supports providing data access to other emergency entities.
Publish Validated 3-6 Provides the ability for the 9-1-1 authority to publish validated location information that can be
3 Calls may be characterized by multimedia data streams. Physical Location used by communication application service providers and/or access service providers to ensure
Also, some automatic event alerts may not warrant an proper call routing and emergency response is provided for their subscribers. Service providers
Sys. Reqs.
emergency response, just as some calls placed by individuals are able to download authoritative location addresses and submit error correction requests.
may not always warrant an emergency response. For
example, sensor devices may be defective and/or require
service, and automatically call attention to that fact. Some
type of follow-up may occur, and data may be collected,
but the response does not denote an emergency. Add New PSAP to 3-7 Provides the ability for a PSAP to be added to the NG9-1-1 system, including both physical
NG9-1-1 System and logical connectivity. Security, authentication, identify management and network
Appendices
4 NG9‑1‑1 will allow the deployment of virtual PSAPs,

constructed through the aggregation of PSAP resources
access must be established. Geographical coverage areas for primary PSAP service must
(i.e., call-taker resources, etc.) through system and network be defined. Routing and failover rules and methodologies must be documented.
functions. The mitigation of some types of emergency events
(like disaster events) may benefit from such arrangements.
3-2 | Capability Use Cases Version 2.0 | October 10, 2007

Capability Use Case: Call Initiation Recommended for

Facilitator: Brad Colvin
Introduction
Proof-of-Concept
Roles: SYS Role Key
Analyst: Dan Landau
ALL - ALL Roles Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Jim Lockard
Purpose: Provides the ability to start the call CT - Call Taker
processing and transport, while also acquiring the
NA - Network Adminstrator
appropriate initial location and initial essential PA - PSAP Adminstrator
data to correctly handle the call routing function. SA - System Administrator
This use case also forwards the initial location SYS - NG9-1-1 System
data and other initial essential data to improve
the call answering and handling processes. The
use case provides for human-activation of any
Cap. Use Cases

appropriate communications device/service which
is capable of such routing and call delivery.
Location Acquisition may be
The NG9-1-1 System verifies
from the device, the
that call is being received
communications network, the
from provider certified to
access provider network, the
3rd party network or any N have access
combination of these G
providers
9
-
1
CT-CAUTH
Call Initial Location Initial Data - Call
Certified
Activation Acquisition Acquisition Call
1 Authentication
S
Essential Data may include the y
information necessary for s
proper call routing, for
expediting & improving incident t
processing & handling, and/or e
9-1-1 Sys. Ops.

for re-contact
m
Sys. Reqs.
Appendices
Figure 3–1: Call Initiation Capability Use Case

Capability Use Case: Call Routing Recommended for

Introduction
Proof-of-Concept
Roles: SYS Role Key
Analyst: Jim Lockard
ALL - ALL Roles Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Dan Landau
Purpose: Provides the information required for CT - Call Taker
a 9-1-1 or other emergency initiated event to be
sent through the system. While calls are routed PA - PSAP Adminstrator
through the system, data is collected and appended SA - System Administrator
to the call stream. The delivery of the call, as SYS - NG9-1-1 System
well as associated data, is a system capability
that allows for specific information about the
call, caller, and event to be delivered through the
Cap. Use Cases
same route as the call. The particular route can be

chosen by the system, based on criteria determined
by specific rules within the system itself.
Calls can be based on any media access method.
The system must be able to determine where the The system recognizes the
The system recognizes the
Using the call stream—and
location of the call and
call is from, and how it should be routed through type of device associated associated data being Call is authenticated by the
transfers the relevant
the network to appear at the correct PSAP. with the Call Type and
information to the network for
delivered along with the PSAP and accepted for
transfers the call through the call—the call is routed to the processing
distribution to the correct
appropriate gateways correct PSAP
PSAP
CT-ROLOC Certified
CT-REGCT CT-RTPSP CT-CAUTH
Certified Recognize 9-1-1 Call
Identify Call Route call to Call
9-1-1 Call Originating Placed in
Type PSAP Authentication
Location Queue
9-1-1 Sys. Ops.
Sys. Reqs.
CT-LGCAL
Document Call
Detail Information
Appendices
Figure 3–2: Call Routing Capability Use Case

Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Dan Landau
Capability
Capability Use Case:Use
CallCase: Call Back Ability
Back Ability Recommended for
Introduction
Proof-of-Concept
Roles:
Roles: CT CT Role Key
ALL - ALL Roles Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Dan Landau
Purpose: Purpose:
Provides Provides thefor
the capability capability for to
the call taker theautomatically capable
call taker call a party back of initiating a 9-1-1 call. The nature of
after CT - Call Taker
a call has been lost. A call can be lost at any point
to automatically call a party back after a call has during the process and the call, type of device initiating the call, ANI
local policy will DB - Database Administrator
dictate how the Call Taker will respond. The NG9-1-1 System logs caller information so NA - Network Adminstrator
(or other recognizable Identification), URI, IP
been lost. A call can be lost at any point during
that a call taker can recover from a situation such as forced disconnect, or unintentional PA - PSAP Adminstrator
hang-upthe process
or other and local
situation. policy
The use casewill dictate
enables anyhow address,
the media interface
potential and/or geo-location of the device will
capable SA - System Administrator
Calla Taker
of initiating willThe
9-1-1 call. respond. The
nature of theNG9-1-1 device initiating the be
System
call, type of call,used to facilitate a call back in the event of a
ANI (or SYS - NG9-1-1 System
other recognizable 911AUTH - 9-1-1 Authority
logs callerIdentification),
informationURI, IP address,
so that and/or
a call taker cangeo-location of the device will
disconnection. The call back capability provides
be used to facilitate a call back in the event of a disconnection. The call back capability
providesrecover
wireline,from a situation
wireless, IP-based,such
and as forced interfaces
telematics disconnect, wireline, wireless, IP-based, and telematics
within the system to
or unintentional hang-up or other situation. The interfaces within the system to terminate each
Cap. Use Cases

terminate each type of call and collect the appropriate data.
use case enables any potential media interface type of call and collect the appropriate data.
Call taker verifies the Call taker uses data supplied

emergency location with the by the system to determine the
Call is entered into the call Call taker uses information collected
caller responding agency
queue during the call (both through the
Call is certified at the PSAP Call taker determines the Call Taker accesses supportive system and through call taker
Call taker answers the call nature of emergency through or supplemental data after the analysis) to initiate a call back. The
and a communications link is conversation with the caller call has been delivered. system shall provide the proper
established method to engage the call back
regardless of call type or device type.
CP-IDRES CP-OSSDT
CP-VFLOC
CP-DTNAT Identify Obtain
CA-MNQUE Determine
Certified CA-ANSCL Determine Appropriate Supportive or CA-INTCB
Manage Call and Verify Call Lost
9-1-1 Call Answer Call Nature of Responding Supplemental Initiate Call
Queues Location of
Emergency Agency or Data Post Call
Emergency
Service Delivery
9-1-1 Sys. Ops.

Sys. Reqs.
Call can be lost at any point
during the process and local
policy will dictate how the
Call Taker will respond
Appendices
Figure 3–3: Call Back Ability Capability Use Case

Recommended for
The system captures initial
Recording equipment Facilitator: Brad Colvin
Introduction
captures the call in real time. Proof-of-Concept

call detail information and
The record of the call may Role Key
Analyst: John Chiaramonte
call progress data at each
functional entity handling a
include audio, video, text,
ALL - ALL Roles Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Jim Lockard
still imagery, and other data
call CT - Call Taker
types
PA - PSAP Adminstrator
CT-LGCAL
Document Call CR-RCCAL SA - System Administrator
Detail Record Call SYS - NG9-1-1 System
Information 911AUTH - 9-1-1 Authority
Cap. Use Cases
The call taker responds to an

The call is routed to the indication of an incoming call The call taker accesses The call taker identifies
The call taker
most appropriate and with “9-1-1, What is your The call taker verifies The call taker obtains the Supportive (e.g., ACN) or the appropriate
electronically transfers all
available call taker emergency?” A communications the information necessary information and, Supplemental (e.g., medical responder(s) (if any) The call taker ends the
Essential, Supportive,
workstation based on link is established between the presented and/or using interactive SOPs, history, telematics, based on the nature and session in preparation
and/or Supplemental
ACD rules caller and the call taker. The determines the location determines the nature of geospatial) Data (automated location of emergency and for the next call
information to the
communications link may include of the emergency emergency or interactive) after the call interactive guidelines/
appropriate entity
a third-party service (e.g., a has been delivered SOPs
language or video interpreter)
CR-OSSDT CP-IDRES
Certified CP-VFLOC CP-DTNAT Obtain Identify
CA-MNQUE CR-TRCIN
9-1-1 Call CA-ANSCL Determine and Determine Supportive or Appropriate CP-ENDCL
Manage Call Transfer Call
Placed in Answer Call Verify Location Nature of Supplemental Responding End Call
Queues Records
Queue of Emergency Emergency Data Post Call Agency or
Delivery Service
NO NO NO
Capability Use Case: Interactive Call Processing A typical call transfer or conference
connection involves the calling party,
Call primary PSAP, and the desired
Roles: CT, SYS is
Nature of call Conference
destination. Call transfer will support
requires instructions required
mobile any media type (voice, video, text, or
Purpose: Provides the ability to receive a image) and shall send associated data
(supplemental and supportive) with the
call (which may be a transferred call) and/
9-1-1 Sys. Ops.
transfer.
or notification of an emergency event, along YES YES YES
with essential call data, and process that call as
appropriate. Provides the ability to add and/or CP-PRINS
CP-UCLOC
enhance delivered call descriptive data for the Update Mobile
Provide Pre- CP-ECONF
Arrival Establish
sake of improving call processing and emergency Caller's Location
Instructions to Conference Call
Information
response. Provides the ability to accept calls
Sys. Reqs.
Caller
from, maintain calls with, and/or engage third

parties in response to calls, where the third party
may be able to contribute to the processing of Based on the initial
interrogation, the call taker The call taker initiates a
the calls involved. When appropriate, the call For mobile callers, the call
provides pre-arrival call transfer or conference
taker receives real-time
Appendices
taker transfers the control of a caller to another updates of caller’s location

instructions or other call with other entities as
information to the caller as needed
entity and transmits the associated data.. appropriate
Figure 3–4: Interactive Call Processing Capability Use Case

Capability Use Case: Data Interaction Recommended for

Introduction
Proof-of-Concept
with Public Safety Entities Analyst: Roger Hixson
Role Key
Roles: CT, DBA, SYS ALL - ALL Roles Domain Expert: John Chiaramonte, Rick Jones, Dan Landau, Jim Lockard
CT - Call Taker
Purpose: Provides the ability for call records to be DB - Database Administrator

transmitted to an appropriate public safety entity. PA - PSAP Adminstrator
Provides the ability for a PSAP to receive a call SA - System Administrator
and any associated data to or from any other public SYS - NG9-1-1 System
safety entity. One example of this information
exchange is the transfer of a call from the initial
PSAP to an Alternate PSAP. This capability use
Cap. Use Cases

case also describes the ability for call records to
The call taker transmits call
be transmitted from the PSAP to public safety The system adds Supportive records to the intended
dispatch and / or responder agency systems. Data during call progressing, responding agency
and the call taker adds (dependent on presence of
additional Supplemental IP networks to support
Data during call processing transfer to intended public
safety entities)
CR-OSSDT
Call Obtain CR-TRCIN Public Safety Entity
Supportive or
Delivered Supplemental
Transfer Call receives data
to PSAP Data Post Call Records transmission
Delivery
The database administrator

ensures proper access to DM-MNDBA
system databases Manage
Database
9-1-1 Sys. Ops.

Access
Sys. Reqs.
configures data interfaces to
ensure the smooth transfer
DA-MTDBI of information between
Populate and public safety entities
Maintain 9-1-1
Appendices
Data Interfaces
Figure 3–5: Data Interaction with Emergency Entities Capability Use Case

Capability Use Case: Publish and Recommended for

Introduction
Proof-of-Concept
Maintain Validated Physical Location Analyst: Roger Hixson
Role Key
Roles: DBA, DM, 9-1-1AUTH, SYS ALL - ALL Roles Domain Expert: John Chiaramonte, Rick Jones, Dan Landau, Jim Lockard
CT - Call Taker
Purpose: Provides the ability for the 9-1-1 DB - Database Administrator

authority to publish validated location information PA - PSAP Adminstrator

that can be used by communication application SA - System Administrator
service providers and/or access service providers to SYS - NG9-1-1 System
ensure proper call routing and emergency response
is provided for their subscribers. Service providers
are able to download authoritative location
Cap. Use Cases
addresses and submit error correction requests. 9-1-1 authority and data
The data manager makes
manager review error reports
appropriate changes to the
and determine need for data
authoritative location
correction to authoritative
database
data source
Call taker
CP-VFLOC
documents the DM-SCIER DA-MTDBC
Determine
need for an Submit Caller Manage
and Verify
address or Information Database
Location of
location Error Report Content Service provider connects to
Emergency
correction the NG9-1-1 Authoritative
Content site to retrieve
location data update
System-generated address
correction request is sent to The database administrator
the data manager publishes content to the
DA-PADCT NG9-1-1 community
Publish SC-LOGIN
Authoritative Login
Data Content
9-1-1 Sys. Ops.
The system verifies that the

service provider is allowed to
New addressing access the Authoritative
DA-PADCT DM-MNDBA
information Content site for data
Publish Manage
provided to 9-1-1 download
Authoritative Database
Authority for
Data Content Access
address update
Sys. Reqs.
Service provider downloads

approved content to update
their record. During review
of content, service provider
notices a need for an error
correction and submits a
Appendices
correction request
Figure 3–6: Publish and Maintain Validated Physical Location Capability Use Case

Capability Use Case: Add New Recommended for

Introduction
Proof-of-Concept
PSAP to NG9-1-1 System Analyst: Dan Landau
Role Key
Roles: 911AUTH, DB, PA, SA ALL - ALL Roles Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Jim Lockard
CT - Call Taker
Purpose: Provides the ability for a PSAP to be DB - Database Administrator

added to the NG9-1-1 System, including both PA - PSAP Adminstrator
physical and logical connectivity. Security, SA - System Administrator
authentication, identify management, and network SYS - NG9-1-1 System
access must be established. Geographical
coverage areas for primary PSAP service
must be defined. Routing and failover rules
Cap. Use Cases

and methodologies must be documented.
The system administrator

The system administrator
populates user information
creates and define roles
into the system, and assigns
within the system, and
roles to users to allow
assigns access privileges to
access to appropriate tools,
each role
systems, and data
PA-CSCTG PA-MACDR
SM-CRROL Create SM-MUSER Manage
Create and Specialized Manage User Automatic Call
Define Roles Call Taker Accounts Distributor
The system administrator The network administrator Rules
generates configuration makes changes to physical Groups The database administrator
changes based on the need and logical components of publishes new the PSAP’s
for a new PSAP the system information to all
The PSAP administrator authoritative content sites,
The system administrator defines the call distribution announcing the new PSAP
creates specialized call taker rules for the PSAP, including to the NG9-1-1 Community
groups to categorize call establishing routing protocols
SM-PLCFC OA-MCHRQ OA-MNSRE takers based upon skill level, for distributing calls to other
New PSAP Manage experience, etc. PSAPs, specialized call taker
Planning Manage
planned System groups, or call taker stations DA-PADCT
Configuration Change Resources and
for area Publish
Changes Requests Configuration
The data manager populates Authoritative
the critical system database Data Content
9-1-1 Sys. Ops.

The network administrator
implements planned
configuration changes DA-MTDBI
DM-MNDBA DA-MTDBC
Provision and
Manage Manage
Maintain 9-1-1
Database Database
Data
Access Content
Interfaces
Sys. Reqs.
creates and verifies data
assigns access permissions
interfaces to all applications
for all NG9-1-1 data
and shared data repositories
Appendices
Figure 3–7: Add New PSAP to NG9-1-1 System Capability Use Case

3.1 End-to-End Call Flow Facilitator: Brad Colvin

Introduction
The call flow found in Figure 3-8 below, is a Analyst: John Chiaramonte
compilation of several capability use cases Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Jim Lockard
and is used to describe the use of NG9-1-1
from a caller activating the system N
Location Acquisition may be Essential Data may include the The NG9-1-1 System verifies
through a Call Taker ending from the device, the information necessary for G that the call is being received N
communications network, the proper call routing, for The NG9-1-1 PSAP verifies
9 from provider that is certified G
the call process. This access provider network, the
3rd party network or Any
expediting & improving incident
processing & handling, and/or -
to have access
9
that the call is being received
from provider that is certified
end-to-end flow includes combination of these providers. for call back
1 - to have access
activities that occur -

CT-ROLOC
1
1 CT-CAUTH CT-REGCT CT-RTPSP - CT-CAUTH
outside of the NG9-1-1 Call
Activation
Initial Location
Acquisition
Initial Data
Acquisition
Call Recognize
Recognizing
Originating
Route call to
1
Call
Cap. Use Cases
Authentication Call Type PSAP Authentication

system, but are important S
Location
Certified 9-1-1 Call PSAP-Certified
to recognize, as they y P 9-1-1 Call
provide data in the call s S

t The system recognizes the A
stream that is used by e
The system recognizes type
of device associated with the
location of the call and
Using the call stream, and
associated data being P
various activities within m call type and transfers the
call through the appropriate
transfers the relevant
information to the network for
delivered along with the call
– the call is routed to the
the NG9-1-1 system. gateways.
distribution to the correct
PSAP
correct PSAP
Once the call has been

authenticated and Call Taker responds to an
accepted by the NG9-1-1 The call is entered into the
indication of an incoming call
with “9-1-1, What is your Call Taker obtains the
Call Taker accesses
Call Taker identifies the
Call Taker electronically
Based on the nature of the
call, Call Taker may provide
PSAP’s waiting call queue Call Taker verifies the supportive (e.g., ACN) or forwards a copy of all
system, activities occur and distributed to the most
emergency?” A communications
link is established between the information presented and /
necessary information and
using interactive SOPs,
supplemental (e.g., medical
appropriate responder(s) (if
any) based on the nature
essential, supportive, and/or
pre-arrival instructions or
other information to the caller
appropriate and available or determines location of the determines the nature of history, telematics, supplemental information to
to determine routing of Call Taker Workstation
caller and the call taker. The
communications link may include emergency. emergency.
geospatial) data (automated
and location of emergency
and interactive guidelines /
the appropriate responder
as appropriate before the
responding agencies arrive.
or interactive) after the call agency.
the call to an appropriate based on ACD rules. a third-party service (e.g. a
language or video interpreter).
has been delivered.
SOPs.
NO
PSAP. Upon arrival at
the PSAP and routing to CP-VFLOC CP-DTNAT
CP-OSSDT
Obtain
CP-IDRES
Identify
CP-PRINS
an available Call Taker, CA-MNQUE CR-TRCIN Provide Pre-
Nature of call
CA-ANSCL Determine and Determine Supportive or Appropriate requires post- CP-ENDCL Call
Manage Call Transfer Call YES Arrival
Answer Call Verify Location Nature of Supplemental Responding transfer End Call Termination
the call is answered and Queues
of Emergency Emergency Data Post Call Agency or
Records instructions Instructions to
Caller
Delivery Service
additional details about
the call are determined. NO NO NO
Once the details of the

While providing pre-arrival
call have been collected and the information has been Call instructions or other
Nature of call Conference
transferred to the appropriate entity, the call is ended. is requires instructions required
information to the caller, the
Call Taker may be sending
Call Taker ends the
session in preparation
9-1-1 Sys. Ops.
mobile
There are global activities that record and document supplemental information to
responders while they are en
for the next call.
the call throughout the process. Each of the activities YES YES YES
route.
and the individual use cases are described in further

detail in other parts of this document. It should be CP-UCLOC
CP-PRINS
Provide Pre- CP-ECONF
noted that not every activity will be performed for Update Mobile
Caller's Location
Arrival Establish
every call and that the end-to-end call flow assumes Information
Instructions to Conference Call Recording equipment
Sys. Reqs.
Caller The system captures initial

captures the call in real time.
call detail information and
that the call is not lost. For call lost processing, see call progress data at each
The record of the call may
include audio, video, text,
Figure 3-3, Call Back Ability Capability Use Case. Based on the initial
functional entity handling a
call.
still imagery, and other data
types.
interrogation, Call Taker will
For mobile callers, Call Call Taker initiates a call
provide pre-arrival
Taker receives real-time transfer or conference call
updates of caller’s location
instructions or other
with other entities as
Activities colored in green are
information to the caller as CT-LGCAL
needed. documented within these two
Document Call CP-RCCAL
Appendices
appropriate.
Detail Record Call global activities:
Information
Figure 3–8: End-to-End Call Flow

Introduction
Func. Act./ Req. Ovr.
Section 4: Functional Activity and Requirements Overview
The NG9-1-1 system requirements are presented
within Enterprise Segments, as discussed and
illustrated in Section 2. The ESAR (Figure 2-9,
Figure 2-10, and Figure 2-11) presents the Service
Areas and Activities for each Enterprise Segment.
Each Enterprise Segment contains multiple
Service Areas. Each Service Area contains
multiple Activities. These functional activities are
then further decomposed to identify the system
requirements necessary to provide the activity.
9-1-1 Sys. Ops.

On the following page, Figure 4-1 illustrates
this requirements organization.
Sys. Reqs.
Appendices
October 10, 2007 | Version 2.0 Functional Activity and Requirements Overview | 4-1
The NG9-1-1 system requirements are

Introduction
presented as a series of one-page Activity

descriptions in an easy-to-read format,
organized by Service Area and Enterprise
Segment. An example Activity description
and Requirements page follows, including an
explanation of each element of the format.

Many types of requirements are needed to express
the full capabilities of the NG9-1-1 System. To
ensure that a comprehensive picture of the
NG9-1-1 System has been developed the following
requirement types are categorized in Table 4-1.
Table 4–1: Requirements Type Enterprise

Segment
Abbreviation Requirement Type Description
Includes Includes
FR Functional Requirement Functional requirements are the conditions or
capabilities needed by a user to enable a task Includes
or action to achieve a desired outcome.

SR System Requirement System requirements describe the conditions
Service Area Service Area Service Area
or capabilities possessed by the system
that support, enable, or satisfy the goal and
functional requirements of the activity.
DR Data Requirement Data requirements describe the data used by the Includes Includes Includes
system in greater detail. Data requirements are

used in conjunction with a data dictionary.
BR Business Rule Business rules are typically used to describe Functional Activity Functional Activity Functional Activity
9-1-1 Sys. Ops.
conditions within the system. For example,

depending on the status of a report or process,
certain fields or actions may not be available. Extends Extends Extends
EL Elaboration Point Elaboration points provide greater written detail

for objects depicted in a Multidimensional
Sys. Reqs.
Requirements View (MRV). These are not Requirement Requirement Requirement

contractual requirement statements but provide
additional information to help define the context
for system and application developers. Figure 4–1: NG9-1-1 System Requirements Organization
Appendices
4-2 | Functional Activity and Requirements Overview Version 2.0 | October 10, 2007
The functional activity Information Transaction
Introduction
Inventory (ITI) identifies the information
Sample Enterprise Segment [SAMP] – Enterprise Segment from the Community Model exchanges that have been identified with this
activity. This index will be used by the engineers
and architects to understand what data and
Sample Service Area [EX] – Service Area from the ESAR
– Unique Code for the Activity information interfaces currently exist, and what
‘to be’ interfaces need to be created within
Activity Name the new NG9-1-1 system. The contents of this
inventory can be used to develop the architecture
Role(s): Indicates the job role of the person or system who performs the Activity Interface Control Documentation (ICD), Service
Level Agreements (SLA), Memorandum of
Proof-Of-Concept: Yes/No. A recommendation of whether the Activity should be demonstrated in
the Proof of Concept
Understanding (MOU) and Agreements (MOA).
References: Abbreviations of the documents used as references when defining this activity
Goal:

A brief description of the objective end result of the Activity
Description: From System (System Code): The

From Originator (Role Type code): system the information is transferred
The role that the information is from
The details of the workflow, actions, and the results of performing the Activity
coming from
From Mode: Means of transport
being used
ITI ID #: Number
Assumptions: assigned to
information Media Type: Type of
For each activity, assumptions may be indicated. Assumptions include but are not limited to: issues or transaction in order data received
requirements that exist outside the scope of this requirements definition effort or the NG9-1-1 system, to track transaction
throughout the
operational issues to be addressed by the 9-1-1 or PSAP Authority and external events or actions that could
process
affect the NG9-1-1 system.
9-1-1 Sys. Ops.

High-Level Requirements:
Information Transaction:
Listing of high-level requirements describing the operations the system must perform to enable the Information transaction
Activity; the Requirement Code notation for each requirement includes the Activity name and calls out taking place from one
Functional, System, and Data Requirements person/system to another
Frequency: How often the
Sys. Reqs.
Requirement Requirement Text To Recipient (Role Type Code): The information is received
Code role/system that the information is
FR-SAMPL-01 The system shall provide the capability to support the functional going to
requirements. Content (What): What information is
SR-SAMPL-02 The system shall support the system requirements. being shared in the transaction
DR-SAMPL-03 The system shall provide the capability to support the data requirements. To System (System Code): The system
Appendices
the information is transferred to
Figure 4–2: NG9-1-1 System Requirements Organization Figure 4–3: Example Information Transaction Inventory (ITI)v
Each functional activity is accompanied by a

Activity: [EX-ACTVY] Example Activity; Sub-Activity Name Facilitator: <Person who led the analysis>
Introduction
Multidimensional Requirements View (MRV) that

Analyst: <Analysts who worked on the activity>
provides a detailed analysis of each prioritized Service Area: EX Example Service Area Domain Expert: <Domain Experts that participated in the analysis>
activity by analyzing interactions or behaviors Role(s): List of actors performing activity
across all three layers of the architecture. Operations (Presentation)
The MRV is used to conceptually describe
FR Data Entry FR Confirmation

Entry Points User presented with data
the activity from the users perspective while Description of the operational workflow
simultaneously determining the requirements Activity 1 step that is occurring at this point.
entry form to fill out Your data was
personnel data
to be implemented by developers. A MRV successfully received.
Describe what the user sees and does.
Activity 2
identifies entry points, shows any pre- or post-
activity links, charts the operational workflow, Some place in the system
provides conceptual business or systems logic SA-ACTV2
and displays the requirements of an activity. Sample
Activity #2
Requirements are derived, captured, and mapped to
the functions within the MRVs. New and existing
functional requirements are mapped to each MRV. Application (System)

The MRV illustrates the ‘intent’ of the activity, thus
BR
the intent of the requirement. As this document
is refined over time requirements for the NG9-1-1 Entered
XML translator
Create new entry in data passed
system may be added, deleted or modified. Those database to XML
saves data in XML
requirements that have been deleted will not appear format
parser
on an MRV, this may result in non-sequential
numbering of the requirements on a MRV page. Create Data
Person
A MRV consists of five primary layers that detail
DR
the functions performed within a specific activity.
These layers are:
• Title – Identifies Activity, Service Area, Actors People
Requirements / Description
• Operations – Charts the operational
workflow of an Actor A Activity-wide requirements
are denoted with this
FR FR- Functional
requirements are the
SR SR- System
requirements are derived
DR DR- Data requirements
describe the data used by
9-1-1 Sys. Ops.
• Application – Maps application

symbol. Activity-wide conditions or abilities from the collection and the system in greater detail.
behavior to operational data
requirements are applicable needed by a user to enable organization of functions. These requirements are
• Data – Documents data used by the functions to all functions in the a task, action or activity to They describe the used in conjunction with a
• Requirements/Description – Maps requirements activity, or express the achieve a desired outcome. conditions or abilities data dictionary and data
to operations, application, and data necessity of the activity. possessed by the models.
An elaboration describes in
Sys. Reqs.
application that support,

greater detail an aspect of enable or satisfy the goal
the behaviors documented and operational
BR BR- Business rules are in the swim lanes above.
constraints based on the requirements of the
policy or procedures of the activity.
Appendices
organization.
Figure 4–4: Example Multidimensional Requirements View (MRV)
4-4 | Functional Activity and Requirements Overview Version 2.0 | October 10, 2007
Description Text Description Indicators
Introduction
<Title> Used to enter text describing functions Used in the layers to relate Business Rules, System
Entry Points
and system requirements. Color coded Requirements, Functional Requirements, and Data
Text by type. Requirements to their corresponding descriptive text.
Functional requirements are the conditions or abilities needed by a user to enable a FR

task, action, or activity to achieve a desired outcome.
System requirements are shall statements derived from the collection and organization
Side brace Thought Bubble Notification Activity of functions. They describe the conditions or abilities possessed by the system that SR
Used to add comments. Used to enter text Used in the Operations Used to show a support, enable, and/or satisfy the goal and functional requirements of the activity.
conveying ideas and layer to illustrate a connection to another
Data requirements describe the data used by the system in greater detail. These DR
items to remember in delivery mechanism, Activity. The requirements are used in conjunction with a data dictionary and data models.
the future. which includes but is not corresponding activity
Entry Points Conceptual Operational limited to e-mail or a code and name should Business rules are contraints based on the policy or procedures of the organization. BR
Screen 11 12 1 system generated appear in the box If applicable, a notation is made in the appropriate layer to reference the business rule.
Used to list names of 10 2
9 3 message.
pages, activities, or other Used to represent a set of 8 4
locations from which
actors gain entry to the
operations a user sees and
interacts with. Conceptual
7 6 5 Activity Wide Requirements are requirements that apply to all functions within the
activity or justify the need for the activity. A
activity. details such as buttons, Clock Elaborations provide greater written detail for objects depicted in the layers. These
menus, or even screenshots are not requirement statements, but they do provide additional information to help

Used to denote a “time
may be depicted, but they are define the context.
triggered” system
not intended to dictate design. response. Recycle Requirements are requirements that are re-used throughout a workflow.
Since objects maybe be used multiple times in a workflow, but requirements must be
unique, the recycle symbol and corresponding requirement number directs the reader
to the originating requirement statement instead of re-stating the requirement.
SF__
Text
Conceptual Functional Illustrators
This group of conceptual functional elements are used to help developers, users, and
stakeholders understand the desired function. It does not reflect that the particular
File (or Document) Data Data Repository Action Description System Function element be used specifically. For example, a dropdown may be in a functional MRV, but
the developer may choose to implement a javascript function or radio button instead.
Used in the Application Used in the Application Used to show logical or Used to describe what a Used in the Application
layer to show HTML, layer to show data that is conceptual storage of user sees and actions the layer to describe
Edit Box
JSP, XML, or other types processed or passed by data. Specific database user or system performs. application functions such Button
of documents/ files. Also the application. Also used names (e.g., ABLV1) as queries and Represents a space for Caption:
the user to type in text. text
Represents a submission
used to show application in the data layer to show listed if known. processes. of a form or a navigational
interaction and requests. non-database related Checkbox function.
data.
Represents an AND Check 1
function.
9-1-1 Sys. Ops.

> Complex Multiselect
Name Radio Button < Represents a Complex
>> Multiselect Normalized AND
Represents an OR text
Yes No Create Read Update Delete function. << Function
Dropdown Box Default Value Here

Dynamic Connector Yes and No Connectors Database Connectors Decision Database Entity Represents a Normalized OR selection.
Sys. Reqs.
Items here
Right click to change from
Used to show data paths Used primarily in the System Note the single down arrow which
Used to connect two Used to connect shapes Used when more specific data multiselect to dropdown or
hide this list
between the Application layer to show logic. The text differentiates from a multiselect box.
shapes together to denote to decision boxes to show is known. Enter data category
workflow. Text on the line logic results. and Data layers. Used entered in this box is in the in the top box and the data to
indicates information or with Data, Process, form of a question. Only used be stored or retrieved in the Multiselect box
Default Value Here
data passed between Database, and Database in conjunction with Yes and lower box. Also can be used Represents a Multiselect, Normalized Items here
objects. Entity shapes. No result shapes. Can also be when referring to specific data AND selection. Note the double arrows Right click to change from
multiselect to dropdown or
Appendices
used to illustrate user choice. tables in the schema. which differentiates from a dropdown box. hide this list
Last updated: 8/7/06
Figure 4–5: Multidimensional Requirements View (MRV) Key
Notes
4-6 | Functional Activity and Requirements Overview

Introduction
Section 5: 9-1-1 PSAP Operations Segment
9-1-1 PSAP Ops.

The 9‑1‑1 PSAP Operations Segment (refer to
Figure 2‑9) is primarily used by PSAP call takers
to receive 9‑1‑1 calls, verify the nature and location
of the emergency, and verify the location of the
call. This segment also captures the activities
for forwarding pertinent data to the appropriate
public safety dispatch center for response.5
9-1-1 Sys. Ops.

Sys. Reqs.
5 In many instances, the call taker and the dispatcher
are the same person. Dispatching, while an essential
function in the emergency response continuum, is outside
Appendices
the scope of this project, except as it relates to the
functional handoff between the 9‑1‑1 system and dispatch
operations. In this document, these real-world emergency
response functions are presented in the Community Model
(Figure 2‑1) as the “Dispatch Operations” layer.
October 10, 2007 | Version 2.0 9-1-1 PSAP Operations Segment | 5-1
Notes
5-2 | 9-1-1 PSAP Operations Segment

9-1-1 PSAP Ops.
Introduction
5.1 Call Answering [CA]
[CA-MNQUE] Manage Call Queues

Role: CT, PA
Proof-of-Concept: Yes
References: NENA 56-005, NENA 58-001
Goal: Provide the capability to manage call queues

and deliver the caller to a call taker workstation.
9-1-1 PSAP Operations Segment Service Area
9-1-1 PSAP Ops.

5.1 Call Answering
The Call Answering Service Area (Figure 5‑1)
[CA-ANSCL] Answer Call
Role: CT, PA
describes the activities needed by a call taker to
Proof-of-Concept: Yes receive and answer a call from the Originating
References: NENA 58-001, NENA-i3, NRIC VII-1B
Subscriber Services layer of the Community
Goal: Provide the capability to answer a 9-1-1 call. Model (Figure 2‑1). This service area includes
answering a call and initiating a call back as
needed. The call taker is the primary role
involved in the execution of these activities.
9-1-1 Sys. Ops.

[CA-INTCB] Initiate Call Back
Role: CT, PA
References: NENA-i3, NRIC VII-1B
Sys. Reqs.
Goal: Establish communications circuit between call
taker and receiving party.
Appendices
Figure 5–1: Call Answering Service Area
October 10, 2007 | Version 2.0 9-1-1 PSAP Operations Segment: CA | 5-3
9‑1‑1 PSAP Operations [PSAP] Recommended for

Introduction
Proof-of-Concept
Call Answering [CA]
Role Key
Manage Call Queues [CA-MNQUE] ALL - ALL Roles

CT - Call Taker
Role(s): CT, PA NA - Network Adminstrator
SA - System Administrator
References: NENA 56-005, NENA 58-001 SYS - NG9-1-1 System
Goal: appears geographically unrelated to a cluster of rules and will distribute the caller to the Call Call Type, Caller Location, and Call Back
calls that appear to be associated with a common Taker workstation. The Call Taker is alerted information. Other essential, supportive, and
Provide the capability to manage call queues and event. In the NG9‑1‑1 world, call takers could to the incoming call and the queue status is supplemental data may also be available and
deliver the caller to a call taker workstation. select a call outside of a cluster of possibly related updated. The call taker is presented with the presented to the call taker at this time.
events to prioritize handling of a call relating to Call Detail Record data, including: Call Type,
Description: a potentially different emergency. The queue of Caller Location, default call handling procedure Assumptions:
calls will be integrated to present a call taker with for the call type, previous call history.
This activity allows a PSAP to manage their active
an overall representation of incoming incidents.
calls that exist in a call queue. Call queues may Upon distribution of the call from a call queue,
be geographically displayed on a map to assist in The system will determine the appropriate the call taker is presented with Essential data
identifying, selecting, and answering a call that / available Call Taker, based on business from the Call Stream, which may include:
9-1-1 PSAP Ops.
Information Transaction Inventory (ITI):
From Originator To Recipient

ITI # Information Transaction From Originator From System From Mode To Recipient To System Content (What) Frequency Media Type
(Role Type Code)* (System Code)* (Role Type Code)* (System Code)*
ITI-MNQUE- Read Call Stream Caller Call Stream Electronic System Call Detail Call Detail information including: Real-time, Text,
01 Data Record phone number (e.g., via ANI), call time, ad hoc Graphics,
Database elapsed time in status, access method, Video
call status, and call taker workstation.
9-1-1 Sys. Ops.
ITI-MNQUE- Read ACD Rules System ACD Rules Electronic System CPE ACD Rules that specify how a call should Real-time Text
02 be handled within the call queue.
ITI-MNQUE- Read Call Detail Record System Call Detail Electronic Call Taker Dispatch Call Detail information including: location Real-time, Text
03 Record Systems / CPE in the call queue, phone number (e.g., via ad hoc
Database ANI), call time, elapsed time in status, access
Sys. Reqs.
method, call status, and call taker workstation.

ITI-MNQUE- Read GIS Display Rules System Business Rules Electronic System Map Display Display rules to determine layout and format Real-time Text
04 Database of the map display and related data.
ITI-MNQUE- Read Geospatial Information System GIS Database Electronic Call Taker Map Display Raster and vector data, as well as Real-time, Text,
05 call-related and supplemental data that ad hoc Graphics
Appendices
will be displayed on the map.

ITI-MNQUE- Update Status Record System ACD Electronic System Call Detail Change in call status in the Call Real-time Text
06 Record Detail Record Database.
Database
5-4 | 9-1-1 PSAP Operations Segment: CA Version 2.0 | October 10, 2007
Activity: [CA-MNQUE] Manage Call Queues; Display Call Queue
Introduction
Facilitator: Brad Colvin Modified on 10/05/07 @09:48
Service Area: Call Answering [CA] Analyst: John Chiaramonte
Role(s): CT Domain Expert: Roger Hixson, Rick Jones, Dan Landau, Jim Lockard
Operations (Presentation)
FR Call Queue Call Taker Status Geospatial Display Queue Management FR Alert Call Taker SR Populate Call Taker Display
Entry Points 01 09 10
Call Queue Information Call Taker Status Activate Map Display Supervisor Actions Alert Call Taker of Incoming Populate Call Taker’s
SR FR
CA-CAUTH 02 - Caller Identification - User identification - Display Details - Query Details Call to be Answered 11 Display with call detail
SR - ACD Group - Signed-on - Query Data - Answer - Visual Alert record including:
03
- Call/Elapsed time - Special skills / - Identify Calls for - Join [ECONF] - Audible Alert - Phone Number (ANI)
SR - Call Status (Ringing, responsibilities Reprioritization - Take Over - Location (ALI): civic, geo
04
Answered, On Hold, - User(s) occupied/status - Transfer - Caller Information
SR
Abandoned) - Online – not ready - Reprioritize (Name, etc.)
05
- Call Taker Workstation - Online – ready - Display Summary - Call Type (Wireline,
01 (if applicable) - Online – in call Reports Wireless, etc.)
- Call Type - Online – do not disturb - Responding Agency(ies)
- Caller’s Location - Previous call history
Application (System)
SF__Alert Call
Taker
Provide Audible /
SR SR SR Visual Alert of
08
SF__Place Call in SF__Add Call to 06 CP-IDRES 07 SF__Distribute Call SF__Route Call to Incoming Call SF__Display Call
Call Queue Map GV-DSGEO Identify to Call Taker Call Taker Information
Based on ACD Display Appropriate Determine CA-ANSCL
Rules, add call to Geospatial Responding Appropriate/Available Answer Call
Data Agency or Call Taker
Call Queue SF__Update
Service Workstation
Queue Status
Read
ACD Read Read Read
Read Read Read
Rules Data GIS Display Rules Geospatial Call Detail Record
Call Data Call ACD Rules Data
9-1-1 PSAP Ops.

Information
Detail Record Data Update
Status Record
Call Stream
ACD Rules Call Detail Record Business Rules GIS Call Detail Record Call Detail Record
ACD Rules
Database Database Database Database Database Database
Requirements / Description Database
FR SR SR SR FR
01 FR-MNQUE-01: The 03 SR-MNQUE-03: The SR-MNQUE-02-05: 06 SR-MNQUE-06: The 07 SR-MNQUE-07: The 09 FR-MNQUE-09: The
SR-MNQUE-02-01:
system shall provide system shall display The system shall system shall display system shall route calls system shall provide
Call queues shall be
the capability to call queues by capture caller location caller location to the appropriate / the capability to
displayed only to
monitor call queues. automatic call from the call stream information on a map. available call taker notified a call taker that
authorized system
distributor (ACD) and allow the ACD to workstation as defined a call has arrived.
users. FR
FR-MNQUE-02: The group. dynamically change SR-MNQUE-06-01: by ACD rules.
9-1-1 Sys. Ops.

02
system shall display SR
SR-MNQUE-04: The call processing based The map display shall FR-MNQUE-09-01:
SR-MNQUE-02-02: 04 SR-MNQUE-07-01:
call queues. system shall display on ACD rules and include both raster and The system shall
The call queue The system shall be
the time a call was caller’s location. vector data. provide the call taker
information shall be capable of reprioritizing
SR SR-MNQUE-08: The placed in queue. with both an audible
based on the 08
SR-MNQUE-02-06: call routing based on
system shall provide and visual alert when a
information included in The system shall SR-MNQUE-06-02: ACD rules (i.e., call
real-time updates to SR-MNQUE-04-01: call has arrived.
the call stream. support assignment of The map display shall taker skills or
the call queue. The system shall
call takers to include status and language, call volume).
provide a visual
Sys. Reqs.
SR-MNQUE-02-03: geographic zones that selected essential and FR
SR-MNQUE-08-01: warning that a call
SR
SR-MNQUE-10: The 11 FR-MNQUE-11: The
The system shall correspond to incoming supplemental data 10
The system shall be remains unanswered system shall populate system shall make
provide the capability geographical areas of about the call, as
capable of providing a after TBD seconds. Call Taker's display previous call history
to configure the call callers. defined in business
dynamically updated, with call detail available to the call
queue content, based SR-MNQUE-04-02: rules.
incident specific voice SR-MNQUE-02-07: information. taker based on the
on local business rules. The system shall
announcement to The system shall telecommunications
SR-MNQUE-02-04: callers in queue provide an audible device number.
Appendices
analyze callers’ 01 EL-01 The call taker display
The system shall warning that a remains geographic information could include additional
provide the capability
SR
SR-MNQUE-05: The unanswered after TBD
05 and alert users when information about the call
to configure the call system shall display seconds. calls outside of a origination (another PSAP,
queue layout, based on the time elapsed for a
particular geographic 3rd party call center, etc).
local business rules. call in the queue. Activity: [CA-MNQUE] Manage Call Queues
area are received.
9‑1‑1 PSAP Operations [PSAP] Recommended for State Diagram:

Introduction
Proof-of-Concept
Call Answering [CA]
Role Key
Answer Call [CA-ANSCL]

Call Taker Offline
ALL - ALL Roles State Description: A Call Taker (CT) can be in (Signed Off)
CT - Call Taker various states when answering a call.
DB - Database Administrator Offline
Role(s): CT, PA NA - Network Adminstrator CT goes offline

CT places outgoing
PA - PSAP Adminstrator Do Not or intercom call or
Proof-of-Concept: Yes Not Ready CT becomes DND
Disturb manually selects
References: NENA 58-001, NENA-i3, NRIC VII-1B SYS - NG9-1-1 System CT removes DND
from call queue
911AUTH - 9-1-1 Authority Call is removed from hold

CT will not take calls
from queue
Goal: system can be configured to automatically CT
becomes CT places outgoing or
Hold
answer the call for the Call Taker. Call Taker Online
unavailable places / receives
Provide the capability to answer a 9‑1‑1 call. (Signed On)
CT
becomes
intercom call or
manually selects from CT ends transfer
A caller can be put on hold and the system will available call queue
alert users whenever a call has been on hold longer Call is placed
on hold
CT able to receive calls
than a predetermined threshold. Any authorized CT becomes available
Transfer
CT ends call
Description: Call Taker may retrieve a call from hold.
Ready Answer
CT answers call CT ends conference
This activity allows a call taker to answer an (Available) (Off Hook)
incoming call in response to an audible and/ Conference

CT ends
or visual indicator and a communications link Assumptions: Initiate Call CT ends call
call
is established. In the event of a human-initiated End Call

call, the call taker greets the caller, usually with (Disconnect)
9-1-1 PSAP Ops.
a standard query, e.g., “9‑1‑1, what is your CT becomes available

emergency?” or “9‑1‑1, where is your emergency?” CT goes offline
Glossary
Calls may be automatically distributed to Busy (off hook):

Conference:
Call Taker has an open communications link with the caller and the phone is in use.
One or more parties has been brought into the telephone conversation.
Call Takers, based on ACD rules, or based on Disconnect: Call Taker has ended the call.
Do Not Disturb: Call Taker has indicated that no inbound call will be received, however outgoing or intercom calls can be placed.
local policy, be selected from the call queue to Hold: Call Taker has not terminated the connection but no verbal communication is possible until the call is removed from hold.
Not Ready: Call Taker is not available to answer calls from the queue, but is available to place outgoing or place / receive intercom calls or manually select from the call queue.
manually reprioritize the call handling. The Ready: Call Taker is ready to answer incoming calls from the queue or intercom.
Transfer: Call Taker has brought a third-party into the conversation with the intention of turning over control of the caller to that third-party.
Initiate Call: Call Taker initiates a call to the caller (call back) or third-party (conference or transfer).

9-1-1 Sys. Ops.

ITI-ANSCL-01 Update Call Detail Record Caller Call Stream Electronic System Call Detail Call Detail information including: Real-time, Text,
Data Record phone number (e.g., via ANI), call time, ad hoc Graphics,
Sys. Reqs.
Database elapsed time in status, access method, Video

ITI-ANSCL-02 Read Call Handling Procedures System Call Handling Electronic Call Taker Dispatch Call Handling Procedures including SOPs, etc. Real-time, Text
For USDOTDatabase
Distribution Only Systems / CPE ad hoc
ITI-ANSCL-03 Read Call Detail Record System Call Detail Electronic Call Taker Dispatch Call Detail information including: Real-time, Text
Appendices
Record Database Systems / CPE phone number (e.g., via ANI), call time, ad hoc
elapsed time in status, access method,
Activity: [CA-ANSCL] Answer Call; Call Taker Interaction
Introduction
Role(s): CT Domain Expert: Roger Hixson, Rick Jones, Dan Landau, Jim Lockard
FR Manual Call Selection FR FR FR
Entry Points 09 02
Call Management 03 Call Management CP-VFLOC
11
Call Management
12
Call Management
Determine
CA-MNQUE
and Verify 05
Call A Answer End Call Answer Location of Answer End Call Answer
01
Manual Selection
CR-ENDCL Emergency
Call B End Call CA-INTCB
Initiate Call
FR Back
Call C 17 Not Not
Transfer CP-DTNAT Transfer
Ready Ready
Determine
02 Nature of
CP-ECONF Emergency
Establish
Select Hold Conf. Conference
Hold Conf.
Call returns to Call Call Taker Places Call on Hold
Call Queue
Yes
SF__Distribute Call to CA-MNQUE SF__Update Call
Call Taker Call Taker Manage Call Taker Status
Auto System sends call to Changes to Queues Call Taker is
Distribution Call Taker for Answer Active on a Call 04
“Not Ready” SF__Call Answered
SR SF__Activate Hold SF__Terminate
Communications Link 13 06
is Established Send Call is Placed on Hold
No
No Between Caller and ACK Hold Call is Removed
Call is Answered Call Taker SF__Update Call from Hold
01 by Call Taker Status
SF__Automatically SF__Display Call
System Call is Answered, SR
Distribute Calls in 15 Handling
Configured to In Process Update
the Call Queue Yes Call Handling
Auto-Answer Call Status
Call Taker alerted Update Procedures are
Calls Update
to incoming call Call Detail Record displayed to Call Taker Read
Call Status
9-1-1 PSAP Ops.

Update Call Detail Record
Data Call Detail Record
Read
Call Handling Rules
Call Detail Record Call Detail Record Call Detail Record Call Detail Record
Database Database Database Database
Business Rules
Database
FR
FR
FR-ANSCL-09: The EL-01 Call may be 17 FR-ANSCL-17: The FR
FR-ANSCL-02: The EL-02 The call may be EL-04 An FR
FR-ANSCL-11: The
FR
FR-ANSCL-12: The
09 01 02 02 04 11 12
system shall provide automatically answered system shall permit the system shall provide automatically presented acknowledgement may system shall provide system shall provide
the capability for a call at the Call Taker Call Taker to indicate a the capability to to the call taker with be verbal, automated the capability to place the capability to take a
taker to select a call position, depending on status of “Not Ready” answer an incoming multiple parties or a or other data. a call on hold. call off hold.
from a call queue. local policy. for the situation where call. conference call may be SR
the user is signed-on automatically initiated SR
15 SR-ANSCL-15: The 13 SR-ANSCL-13: The FR-ANSCL-11-01: The
FR-ANSCL-09-01: The (but not available to FR-ANSCL-02-01: The (based upon call type) at system shall display system shall display a system shall record the
9-1-1 Sys. Ops.

system shall permit an answer queue calls). system shall be the moment of call the default call time on hold alert after time a call is placed on
authorized call taker to configurable to answer. handling procedure TBD-01 seconds. hold.
select any pending call automatically answer based upon Call Type
from the queue. EL-03 For voice calls, SR-ANSCL-13-01: The
the call for the call 03 upon call answer. FR-ANSCL-12-01: The
the Call Taker typically system shall be
taker. system shall record the
FR-ANSCL-09-02: The responds with "9-1-1, configurable to specify
system shall record what is your time a call taken off
EL-05 A call may be the elapsed time
when a call taker has emergency?" or "9-1-1, 05 hold.
lost at various points before the “time on
Sys. Reqs.
selected a call and where is your during the Answer Call hold” alert will be FR-ANSCL-12-02: The
overridden ACD rules. emergency?" activity. generated. system shall re-read
and redisplay the call
SR-ANSCL-13-02: The detail record each and
system shall be every time a call is
configurable to deliver taken off hold.
an audible and/or
Appendices
visual alert when the 06 EL-06 Any authorized
“time on hold” alert has Call Taker can remove
been generated. a call from hold.
Activity: [CA-ANSCL] Answer Call

Introduction
Proof-of-Concept
Call Answering [CA]
Role Key
Initiate Call Back [CA-INTCB] ALL - ALL Roles

CT - Call Taker
References: NENA-i3, NRIC VII-1B SYS - NG9-1-1 System
Goal: through. Contact can be established initially in the

case of an abandoned call or reestablished with a
Establish communications circuit between hung-up or disconnected call. While the ability to
call taker and receiving party. call back is device-dependent, the call back is not
always to the device itself and some call backs may
be to a service provider or third-party call center.
Description:
The call taker may initiate a call back for an
abandoned, hang-up, or disconnected call. The Assumptions:
system determines the connection method based
on the caller identification information received as
9-1-1 PSAP Ops.
part of the call stream. A communications link is

established, and the call taker proceeds to process
the call in accordance with established standards
and operational best practices. If the link cannot
be reestablished, the call taker uses established
standards and operational best practices to follow

9-1-1 Sys. Ops.

ITI-INTCB-01 Read Call Stream Caller Call Stream Electronic System CPE Caller identification, including callback details. Real-time, Text
Data ad hoc
Sys. Reqs.
ITI-INTCB-02 Read Call Detail Record System Call Detail Electronic System CPE Additional caller identification and/ Real-time, Text
Record Database or call back information, including ad hoc
supplemental or supportive data.
ITI-INTCB-03 Update Call Detail Record System CPE Electronic System Call Detail Method of call back and success or Real-time, Text
Record failure to establish communications ad hoc
Appendices
Database when initiating a call back.
Activity: [CA-INTCB] Initiate Call Back; Call Back Modified on 10/05/07 @09:48
Introduction
Role(s): CT Domain Expert: Roger Hixson, Rick Jones
FR Call Taker Display Call Taker Display Call Taker Display Call Taker Display
Entry Points 06 01
FR
CA-ANSCL 07
Call Back Method Call Back Method
CP-VFLOC Call Taker Selects Call Taker Selects
Communications Method or Communications Method or
02 Selects Default Selects Default
CP-DTNAT
CP-IDRES 03 System Advises

Call Taker With
CP-ECONF CALL CALL CALL Results of Call
BACK BACK BACK
Back Attempt
CR-ENDCL
Yes
04
Should
CR-ENDCL
NO system No
End Call
retry?
SF__Determine Call SF__Determine Call SF__Display Call SF__Select Call SF__Initiate Call SF__Store Call Call Taker
05
Back Need Back Information Back Data Back Method Back Comms Back Results Establishes /
Call Taker System Reads Call System Displays Call Taker Selects System Initiates Call Link YES System Records Continues
Determines Call Back Stream for Call Back Available Call Back the Communications Back Using Selected Established? Results of the Call Interactive
is Needed. Data. Options. Method for Call Back. Comms Method. Back Attempt. Call Processing
Read Update
9-1-1 PSAP Ops.

Read (Optional)
Data
Call
Stream
Call Detail Record Call Detail Record
Database Database
FR
06 FR-INTCB-06: The FR-INTCB-06-01: The FR-INTCB-06-04: The EL-01 A caller may hang up EL-04 Local policy will dictate
01 04
system shall provide the system shall read the system shall permit the or abandon the call to 9-1-1 how the Call Taker will handle
capability to reestablish Call Stream to determine call taker to select from at any point and the Call failed attempts to establish a
a call path to a the supported call back the supported Taker can initiate a Call communications link with a
telecommunications communications communications Back to establish or caller who has hung up or
device. method(s). methods when initiating reestablish a abandoned a 9-1-1 call.
a call back. communications link at any
9-1-1 Sys. Ops.

FR
FR-INTCB-07: The system FR-INTCB-06-02: The point during the process.
07
system shall provide the EL-05 Because a call can
shall provide the capability FR-INTCB-06-05: The EL-02 More than one call 05
option to read from the 02
be lost at any point during
to establish a call path system shall store the back method can be
call detail record the process, typically a call
between a call taker and a results of the call back displayed to the Call Taker.
database to display any taker will return to the same
telecommunications device attempt in the call detail The system will default to
supportive or point in interactive call
if a call is abandoned before record. the connection method used
supplemental data that processing when
a call taker can answer the by the caller when initiating
exists that provides communications have been
Sys. Reqs.
call. the original call.
additional call back reestablished.
methods. EL-03 The call back
03
capability is device- and
FR-INTCB-06-03: The
situation-specific and some
system shall display the
calls may not be able to be
supported call back
called back.
communications
Appendices
methods to the call
taker, when a call back
has been requested.
Activity: [CA-INTCB] Initiate Call
Notes
5-10 | 9-1-1 PSAP Operations Segment: CA

9-1-1 PSAP Ops.
Introduction
5.2 Call Processing [CP]
[CP-DTNAT] Determine Nature of Emergency [CP-IDRES] Identify Appropriate Responding

Role: CT, PA Agency or Service
Proof-of-Concept: Yes Role: CT, PA
References: NENA-i3, NRIC VII-1B Proof-of-Concept: Yes
References: NENA-i3, NRIC VII-1B, NRIC VII-1D
Goal: Determine the nature of the emergency and
provide an initial assessment of the situation. Goal: Select appropriate responders based on the
nature and location of emergency, incident
management procedures, and standard operating
procedures (SOP). 9-1-1 PSAP Operations Segment Service Area
9-1-1 PSAP Ops.

5.2 Call Processing
The Call Processing Service Area (Figure
[CP-VFLOC] Determine and Verify Location of [CP-PRINS] Provide Pre-Arrival Instructions to Caller
Emergency Role: CT 5‑2) collects the activities performed by a call
Role: CT, PA Proof-of-Concept: No taker to determine how to handle a call. That
Proof-of-Concept: Yes References: NENA-i3, NRIC VII-1B
References: NENA-i3, NRIC VII-1B determination is made on the basis of protocol,
Goal: Provide appropriate pre-arrival instructions to training and experience, and intelligence acquired
Goal: Determine whether an emergency is located at call taker. A call taker may distribute pre-arrival
the caller’s location or elsewhere. Ensure instructions to a caller as necessary. from incoming data and interrogation of the
responders are directed to the correct location. caller. Call takers are trained to elicit information
using interrogation techniques that determine
what is commonly referred to as the “Five Ws”
9-1-1 Sys. Ops.

or the “Five Ws Plus WH”—where, what, when,
who, why, weapons, and hazards. Clearly, some
[CP-UCLOC] Update Mobile Caller's Location [CP-ECONF] Establish Conference Call
Information Role: CT, PA information can only be obtained by direct
Role: CT, PA Proof-of-Concept: Yes interrogation, for example, “Why?” or “Are
Proof-of-Concept: Yes References: NENA 58-001, NENA-i3, NRIC VII-1B,
References: NENA-i3, NRIC VII-1B NRIC VII-1D weapons involved?” Other information may be
obtained automatically via the incoming data
Sys. Reqs.
Goal: Receive location information for mobile callers. Goal: Establish communication among the call taker,
caller, third-party (e.g., telematics) service provider, associated with the call, for example, “Who?” or
and appropriate public safety entities. “Where?” The need to obtain the answers to these
essential questions does not change in NG9‑1‑1.
Appendices
Figure 5–2: Call Processing Service Area
October 10, 2007 | Version 2.0 9-1-1 PSAP Operations Segment: CP | 5-11

Introduction
Proof-of-Concept
Call Processing [CP]
Role Key
Determine Nature of Emergency [CP-DTNAT] ALL - ALL Roles

CT - Call Taker
Goal: Description: considered emergencies. In NG9‑1‑1, calls or the call stream before the call is answered by a
alerts received are documented in the system call taker, e.g., crash information. In addition,
Determine the nature of the emergency and This activity involves obtaining the necessary and assigned to appropriate categories based software applications that rank the emergency
provide an initial assessment of the situation. information - “the Five Ws” - to route the on accepted standards and best practices (e.g., to aid responders are integral to the system.
caller to the proper person or agency, or to fire emergency, law enforcement emergency,
dispatch the proper emergency response. This non-emergency, prank). In NG9‑1‑1, wherever
activity also screens out those calls that are not Assumptions:
possible, descriptive information is added to

9-1-1 PSAP Ops.
ITI-DTNAT-01 Read Nature of Emergency Caller Call Stream Data Electronic System CPE Call Type. Real-time, Text
ad hoc
ITI-DTNAT-02 Read Nature of Emergency Caller Call Stream Data Electronic System CPE Call Type. Real-time, Text
ad hoc
ITI-DTNAT-03 Read Call Handling SOPs System Call Handling Electronic System CPE Caller interrogation call handling Real-time, Text
SOPs Database SOPs based on Call Type. ad hoc
ITI-DTNAT-04 Read List of Potential Natures System Reference Electronic System CPE Potential natures of emergency, Real-time, Text,
Database potentially based on Call Type. ad hoc Graphics
ITI-DTNAT-05 Update Nature of Emergency Call taker User input Electronic System Call Detail Nature of emergency as selected by call taker. Real-time, Text
9-1-1 Sys. Ops.
Record ad hoc
Database
ITI-DTNAT-06 Update Additional Call taker User input Electronic System Call Detail Miscellaneous information gathered by the call Real-time, Text,
Interrogation Information Record taker from the caller during interrogation. ad hoc Graphics,
Database Video
Sys. Reqs.
ITI-DTNAT-07 Read Related Call Criteria System Business Rules Electronic System CPE The criteria by which the system determines Real-time, Text
Database which calls are potentially related (e.g., ad hoc
concerning the same incident).
ITI-DTNAT-08 Read Geographic System Call Detail Electronic System CPE Emergency locations and caller locations Real-time, Text
Call Locations Record Database of the call in question and calls from ad hoc
Appendices
a similar geographic region.

ITI-DTNAT-09 Update Related Call Status Call taker User input Electronic System Call Detail Data indicating that related calls are associated Real-time, Text
Record with the same (or related) incident. ad hoc
Database
5-12 | 9-1-1 PSAP Operations Segment: CP Version 2.0 | October 10, 2007
Activity: [CP-DTNAT] Determine Nature of Emergency; Interrogate Caller Modified on 10/05/07 @09:44
Introduction
Facilitator: John Chiaramonte
Service Area: Call Processing [CP] Analyst: Dan Landau
Role(s): CT, PA Domain Expert: Roger Hixson, Rick Jones
FR FR Call Taker Interrogates For/ Potentially Related Calls FR Assign Related Status to
Entry Points Call Handling Process 01
Enter Nature of Emergency 02 Records Additional Info Display 04 Calls
FR
CP-VFLOC Call Taker 05 System-
The following calls are Generated Call
Conducts
CA-ANSCL potentially related: List: Related Calls:
Interrogation of CP-PRINS >
<Select Nature of Emergency> Call 1 Call 1
Caller Provide Pre-
CA-MNQUE Residence Intruder Call 1 Call 2
Call 2 < Call 3
Heart Attack Arrival Call 3
>>
Industrial Fire (Potential HAZMAT) Call 4
Rabid Animal
Instructions to <<
Display Call Caller
Handling Related
Procedures Call 3 Call 4
No
SF__Read Call CP-IDRES SR SF__Find Nature FR SF__Call Taker SF__Determine SF__Display SF__Record Call Taker
Stream/Determine Identify 07
of Emergency:
01
Selects Nature of Potentially Related Call Potentially Related Related Status of Establishes/
Initial Nature of Appropriate
Via caller Emergency Update Calls: Potentially Calls to Call Taker Multiple Calls
Yes Continues
Emergency
Responding
interrogation or Additional From geographic Related to
Agency or Interactive Call
call stream data Interrogation location Others?
Service Processing
Information
This path is taken if the call
is an automatic alert event or May include:
if the Call Type is such that Read Read Update Read Read Update CP-VFLOC,
Read Read
call taker interaction is not Call Handling List of Potential Nature of Related Call Geographic Related Call CR-OSSDT,
Nature of Emergency Nature of Emergency
necessary SOPs Natures Emergency Criteria Call Locations Status and/or CP-IDRES
9-1-1 PSAP Ops.

Data
Call Stream Call Stream

Call Handling Reference DB Call Detail Record Call Detail Record Business Rules Call Detail Record Call Detail Record
SOPs Database Database Database Database
SR FR FR FR
07 SR-DTNAT-07: The 01 FR-DTNAT-01: The 02 FR-DTNAT-02: The 04 FR-DTNAT-04: The
system shall display system shall provide system shall provide system shall provide
call handling the capability to the capability to the capability to
procedures to a call document the nature of document additional aggregate call records.
taker. the emergency for information for a call.
each call.
FR
FR-DTNAT-08: The
9-1-1 Sys. Ops.

08
FR system shall provide
05 FR-DTNAT-05: The the capability to read
system shall provide call records.
the capability to update
the nature of the
emergency.
Sys. Reqs.
Appendices
Activity: [CP-DTNAT] Determine Nature of Emergency

Introduction
Proof-of-Concept
Role Key
Determine and Verify Location of Emergency [CP-VFLOC] ALL - ALL Roles

CT - Call Taker
Goal: emergency. The location of the emergency and

the location of the call may be different. A call
Determine whether an emergency is located taker identifies incorrect automatic location
at the caller’s location or elsewhere. Ensure identification (ALI) information for an update
responders are directed to the correct location. or change request. Presentation of the caller
location will be, minimally, text-based.
Description:
When a call taker is presented with an incoming Assumptions:
call, data are displayed on a screen. The call
taker uses established standards and operational
9-1-1 PSAP Ops.
best practices to verify the information

presented and/or determine the location of the

9-1-1 Sys. Ops.
ITI-VFLOC-01 Read Caller Location Caller Call Stream Data Electronic System CPE Caller Location. Ad hoc Text
ITI-VFLOC-02 Read Caller Location System Business Rules Electronic System CPE Display Rules (e.g., civic, geodetic, map). Ad hoc Text
Display Rules Database
Sys. Reqs.
ITI-VFLOC-03 Read GIS System GIS Database Electronic System CPE Geodetic locations and coordinates. Ad hoc Text
ITI-VFLOC-04 Write Emergency Location System CPE Electronic System Call Stream Emergency location. Ad hoc Text
Data
ITI-VFLOC-05 Write Emergency Location System CPE Electronic System Call Detail Emergency location and call Ad hoc Text
Decision Details Record taker decision details.
Appendices
Database
ITI-VFLOC-06 Read Verifying Location System Business Rules Electronic System CPE Display Rules (e.g., jurisdiction, Ad hoc Text
Display Rules Database handling procedures).
Activity: [CP-VFLOC] Determine and Verify Location of Emergency; Find Emergency Location Modified on 10/05/07 @09:45
Introduction
Service Area: Call Processing [CP] Analyst: Wesley Chen
Role(s): CT, PA Domain Expert: Roger Hixson, Rick Jones, Jim Lockard. John Chiaramonte
Call Taker Display Find New Emergency Location Location Choices Display
Entry Points
Geo Call Location Geo Call Location
CA-ANSCL
Civic Call Location Civic Call Location Loc. A (Handling Procedures)
FR
CP-DTNAT 05
Loc. B (Handling Procedures)
Report Data GV- GV-
Error
DSGEO MPGEO Loc. C (Handling Procedures)
Accept Call
Find Different
Location as Search
Emergency Search Again Accept
Emergency Location
Location
Location
DM-SCIER SR SR
Submit Caller 03 02 SR SR SR
Information 02 02 02
SR SF__Display SF__Accept Caller's Call Taker
03 Error Report Location Caller Location: Location as Emergency Establishes/ SF__Validate SF__Display SF__Accept Call Taker
SF__Read Caller's SF__Determine conversion Show caller
No Location: Continues Entered Location Location Choices Emergency Location Establishes/
Location: Display Rules: needed for location in various Update the Call Stream Interactive Call Against Valid For the Call Taker Update New Location Continues
From the Call Reading from display? formats and Call Detail Record Processing Locations to Select or to Call Stream and Interactive Call
Stream Business Rules Search Again Call Detail Record Processing
SR
Database 03
Yes
May include:
SF__Convert Location CP-ECONF May include:
for Display: CP-DTNAT CP-ECONF
Translate call location Update Update and/or CP-IDRES CP-DTNAT
Read Read Read Read Update Update
information to and/or CP-IDRES
CallLocation Display Rules coordinates or civic
9-1-1 PSAP Ops.

Read Data
01
Call Call 02 Call
Stream Stream Stream
Call Detail Record
Business Rules GIS DB GIS Business Rules Call Detail Record
Database
Database Database Database Database
SR SR-VFLOC-03: The SR-VFLOC-03-03: The SR SR-VFLOC-02-03: The SR SR-VFLOC-02: The SR-VFLOC-02-02: The EL-VFLOC-02: Contains
03 02
system shall display system shall convert
02
system shall validate
02
system shall provide system shall provide display rules used for
caller location caller location from all locations entered by the call taker with a the capability for the verifying location
information to the call geo-coordinates to the call taker against a capability to document call taker to search for
taker. civic address. GIS database. the location of the the emergency location SR-VFLOC-02-04: The
emergency. using: a) geo- system shall display
SR-VFLOC-03-01: The
SR-VFLOC-03-04: The coordinates, b) civic location search results
9-1-1 Sys. Ops.

system shall provide
system shall convert FR
FR-VFLOC-05: The SR-VFLOC-02-01: The address location, c) by to the call taker.
the capability to 05
caller location from system shall provide system shall write the clicking a location on
customize the display SR-VFLOC-02-05: The
civic address to geo- the capability to caller location to the an interactive map.
rules for caller location. system shall provide
coordinates. document incorrect call stream and call
detail record as the the capability for the
SR-VFLOC-03-02: The location information for
emergency location call taker to select the
system shall display EL-VFLOC-01: Contains correction.
01 when the call taker emergency location
caller location based display rules for displaying from the location
accepts caller location
Sys. Reqs.
upon display rules. caller location search results.
as the emergency
location.
SR-VFLOC-02-06: The
system shall write the
emergency location to
the call stream and call
detail record when the
Appendices
call taker accepts an
alternate location as
the emergency
location.
Activity: [CP-VFLOC] Determine and Verify Location of Emergency

Introduction
Proof-of-Concept
Role Key
Update Mobile Caller’s Location Information [CP-UCLOC] ALL - ALL Roles

CT - Call Taker
Goal: All representations of location supported by

this activity include the capability to identify
Receive location information for mobile callers. altitude and structural floor designation.
Description: Assumptions:
The call taker requests more accurate or updated
location information for a mobile caller. The call
taker is able to monitor the change in a mobile
caller’s location through successive update
requests. The system automatically stores update
9-1-1 PSAP Ops.
requests and the location information received.

ITI-UCLOC-01 Read Rebidding Rules System Business Rules Electronic System CPE Provider mobile location rebidding rules (e.g., Ad hoc Text
Database first availability, interval between rebids).
9-1-1 Sys. Ops.
ITI-UCLOC-02 Read Call Record System Call Detail Electronic System CPE Call details such as Call Type, as dynamically Ad hoc Text
Record Database specified by Business Rules Database.
ITI-UCLOC-03 Read Display Rules System Business Rules Electronic System CPE Display rules (e.g., manual, continuous). Ad hoc Text
Database
ITI-UCLOC-04 Write Rebid Request Attempt System CPE Electronic System Call Detail Attempted provider and attempt time. Ad hoc Text
Sys. Reqs.
Record
Database
ITI-UCLOC-05 Write Caller Location System CPE Electronic System Call Stream Caller location. Ad hoc Text
Data
ITI-UCLOC-06 Write Caller Location Details System CPE Electronic System Call Detail Caller location and location updated time. Ad hoc Text
Appendices
Record
Database
Activity: [CP-UCLOC] Update Mobile Caller's Location Information; Rebid Requests Modified on 10/05/07 @09:45
Introduction
Service Area: Call Processing [CP] Analyst: Wesley Chen
Role(s): CT, PA Domain Expert: Roger Hixson, Rick Jones, Jim Lockard, John Chiaramonte
FR Call Taker Manual Rebid Call Taker Notification FR Updated Call Taker Display
Entry Points 02 06
Latest Mobile
CA-MNQUE Lat/Long
Caller Location
CP-VFLOC Manual
Rebid GV-DSGEO
Display
Automatic rebid
Geospatial
location is available
No Continuous
Data
Rebid
No
Yes
FR FR SR
01 03 05 Read 04
SF__Determine if SF__Send Rebid SF__Receive SF__Update Call 02

CP-VFLOC
01 CT-ROLOC
Automatic Rebid is Is Automatic Request: Updated Caller Was the rebid Taker Display: Determine
Required: To the service Location: Recognize Update the new Run another
Rebid Yes manually Yes No and Verify
By comparing business provider Back from the Originating caller location rebid?
Required? requested? Location of
rules with call details service provider Location
Emergency
SR
07 Update
Read
Read Read Update Update Read
Call Record
9-1-1 PSAP Ops.

Data
03 04 03 DR 04
05
Call
Stream
Business Rules Call Detail Record Business Rules Business Rules Call Detail Record Call Detail Record Business Rules
Database Database Database Database Database Database Database
FR SR SR DR
01 FR-UCLOC-01: The 07 SR-UCLOC-07: The 04
SR-UCLOC-04: The 05 DR-UCLOC-05: The EL-01 The rebid requesting EL-05 The business rules
01 05
system shall provide system shall request system shall archive system shall support and receiving process to database read during this
the capability to updated caller location automatic location the following and from the provider is not system function should
automatically update from a mobile call updates as part of the representations of shown in this diagram. contain provider-specific
the caller location. service provider at Call Record. location information for rebidding rules that will
least every TBD-6 a mobile device: a) EL-02 Note that continuous determine if an auto rebid is
02
FR-UCLOC-01-01: An seconds. latitude, b) longitude, rebid ends at CR-ENDCL.
9-1-1 Sys. Ops.

SR-UCLOC-04-01: The required and at how many
automatic update shall system shall archive c) altitude, and d) floor seconds after the call to
only be performed manual singular designation. submit the rebid request.
FR EL-03 Contains provider-
once, unless otherwise 02 FR-UCLOC-02: The location updates as 03
FR specific rebidding business
specified in the system shall provide part of the Call Record. FR-UCLOC-06: The
06
rules (e.g., automatic,
business rules the capability for a call system shall provide intervals)
taker to manually SR-UCLOC-04-02: The the capability to display
FR initiate a location system shall archive update request results EL-04 Contains call taker
03 FR-UCLOC-03: The 04
update. manual continuous
Sys. Reqs.
system shall provide on a map. display rules
location updates as a
the capability to
FR-UCLOC-02-01: The part of the Call Record
activate the automatic FR-UCLOC-06-01: The
system shall provide so the entire location
location update system shall notify the
the capability for the history can be
function on a call-by- call taker before
call taker to manually reconstructed.
call basis. displaying automatic
initiate continuous rebid requests.
Appendices
location updates, at
provider-defined
update intervals.
Activity: [CP-UCLOC] Update Mobile Caller's Location Information

Introduction
Proof-of-Concept
Role Key
Identify Appropriate Responding Agency or Service [CP-IDRES] ALL - ALL Roles

CT - Call Taker
References: NENA-i3, NRIC VII-1B, NRIC VII-1D SYS - NG9-1-1 System
Goal: Description: the call. Responders for the emergency location, In 9‑1‑1, response may be provided to the caller’s
the recommended set of responders, and a set location unless interrogation of the caller reveals
Select appropriate responders based on This activity identifies the appropriate responding call handling procedures are presented to the that the caller is not at the emergency location.
the nature and location of emergency, agencies for the emergency location (or, if call taker. A call taker selects the appropriate
incident management procedures, and unavailable, caller location) of the call. This responders from the list presented and transmits the
standard operating procedures (SOP). activity also identifies which of these responding Assumptions:
information to the dispatchers for the responding
agencies are recommended for conference and agencies selected. Responders include, but Subscriber’s Service provider uses the
potential response to the call based on the nature are not limited to, law enforcement, fire, and MSAG established by the 9‑1‑1 authority.
of emergency (or, if unavailable, Call Type) of emergency medical services (EMS) agencies.

9-1-1 PSAP Ops.
ITI-IDRES-01 Read Emergency Location Caller Call Stream Data Electronic System CPE Emergency location and/or caller location. Real-time, Text
ad hoc
ITI-IDRES-02 Read Responding Agencies System Responding Electronic System CPE Responding agency location, responding Real-time, Text
Agency agency unique ID, responding agency name. ad hoc
Repository
ITI-IDRES-03 Read Business Rules System Business Rules Electronic System CPE Business rules for determining how to Real-time, Text
Database select recommended responders. ad hoc
9-1-1 Sys. Ops.
ITI-IDRES-04 Read Business Rules System Business Rules Electronic System CPE Business rules for determining how to Real-time, Text
Database display recommended responders. ad hoc
ITI-IDRES-05 Read Call Type Caller Call Stream Data Electronic System CPE Call Type, emergency location, Real-time, Text
and caller location. ad hoc
ITI-IDRES-06 Read Nature of Emergency System Call Detail Electronic System CPE Nature of emergency. Real-time, Text
Record Database ad hoc
Sys. Reqs.
ITI-IDRES-07 Read Call Handling Procedures System Call Handling Electronic System CPE Call handling SOPs for the Call Type Real-time, Text,
Database or nature of emergency of the call. ad hoc Graphics,
Video
ITI-IDRES-08 Update Displayed Agencies Call taker User input Electronic System Call Record Displayed emergency responder agencies, Real-time, Text,
Database displayed recommended emergency responder ad hoc Graphics,
Appendices
agencies, and displayed call handling SOPs. Video

ITI-IDRES-09 Update Selected Agencies Call taker User input Electronic System Call Record Emergency responder agencies Real-time, Text
Database selected by the call taker for response ad hoc
(e.g., conference, dispatch).
Activity: [CP-IDRES] Identify Appropriate Responding Agency or Service; Determine Responder Modified on 10/05/07 @09:44
Introduction
Service Area: Call Processing [CP] Analyst: Dan Landau
Role(s): CT, PA Domain Expert: Roger Hixson, Rick Jones, Jim Lockard
Prior to CP-IDRES, FR FR Displayed Responder List FR Allow Call Taker to Select

Entry Points 02 05 03 Responders From List
emergency location and Call
CP-DTNAT Type have been added to Responder Agency 1 (Recommended) Responder Agency 1 (Recommended)
the Call Stream and Call
CP-VFLOC Detail Record Responder Agency 2 (Recommended) Responder Agency 2 (Recommended)
CA-ANSCL Responder Agency 3 Call Handling Responder Agency 3

Procedures
Responder Agency 4 Responder Agency 4
Refresh
Search
Search Accept
Responders:
Use emergency
location (if NULL, use Based on business rules,
CP-DTNAT
caller’s location) nature of emergency (if Based on
Determine
NULL, use Call Type), business
Nature of
emergency location, nature rules
SR SF__Determine SF__Determine SF__Determine SF__Display SR SF__Record FR CP-VFLOC Emergency
01 of emergency 07 04
Responders List: Recommended Call Handling Responder List Selected Determine
Based on Responder Procedures: and Call Handling Responders and Verify
Update
emergency Agencies: For display to call Procedure to Call Location of
Displayed
location From full list taker Taker Emergency
Agencies
Read Return to
Read
Emergency originating activity
Business Rules Read CA-ANSCL
Location Read Read Read Update
Nature of Read Answer Call
Responding Business Rules Call Type Selected
Emergency Call Handling Procedures
Agencies Agencies
9-1-1 PSAP Ops.

Data
DR DR
09 10
Call Stream Call Stream
Responding Agency Business Rules Business Rules Call Detail Record Business Rules Call Detail Record Call Detail Record
Database Database Database Database Database Database Database
SR DR FR FR SR FR
01 SR-IDRES-01: The SR-IDRES-01-03: The 09 DR-IDRES-09: The DR-IDRES-09-03: The 02 FR-IDRES-02: The 03 FR-IDRES-03: The 07 SR-IDRES-07: The 04 FR-IDRES-04: The
system shall display system shall display system shall contain a Responding Agency system shall provide system shall provide system shall log the system shall provide
the emergency the emergency Responding Agency Database shall have the capability to refresh the capability to select selected responder the capability to
responder agencies responder agencies Database. the capability to the list of responders. responders from the agencies for each call. transmit a call record to
associated with the associated with the contain individual list. the selected responder
emergency location. Call Type if nature of DR-IDRES-09-01: The agents within a FR
05 FR-IDRES-05: The agencies' dispatchers.
emergency is not Responding Agency responding agency. system shall provide FR-IDRES-03-01: The
9-1-1 Sys. Ops.

SR-IDRES-01-01: The available. system shall provide
Database shall contain DR the capability to search
system shall display DR-IDRES-10: The the capability to select
SR-IDRES-01-04: The the following 10
the responder list.
the emergency Business Rules individual agents within
system shall log the information for all
responder agencies Database shall contain FR-IDRES-05-01: The a responding agency.
displayed responder responding agencies in
associated with the SOPs for the display of system shall provide
agencies for each call. the PSAP’s jurisdiction:
caller location if the emergency responder the capability to search
a) name, b) business
emergency location is agency information. the responder list using
area, c) URL, d)
not available. SR-IDRES-01-05: The
telephone number, e) Boolean search terms.
Sys. Reqs.
system shall display
available DR-IDRES-10-01: The
SR-IDRES-01-02: The call handling
communications Business Rules
system shall display procedures based on
media. Database shall contain
the emergency business rules to the
responder agencies call taker. rules for automatically
associated with the DR-IDRES-09-02: All determining whether
nature of emergency SR-IDRES-01-06: The emergency responder call taker is needed for
Appendices
(that is, recommended system shall display agencies shall be a given Call Type.
responders). the mode of uniquely identifiable
communication nationwide.
capabilities of the
displayed responder Activity: [CP-IDRES] Identify Appropriate Responding Agency or Service
agencies.

Introduction
Proof-of-Concept
Role Key
Provide Pre-Arrival Instructions to Caller [CP-PRINS] ALL - ALL Roles

CT - Call Taker
Role(s): CT NA - Network Adminstrator
Proof-of-Concept: False
Goal: additional instructions to provide. The system

responds with the search results. Pre-arrival
Provide appropriate pre-arrival instructions instructions may be presented to the caller
to call taker. A call taker may distribute pre- without voice contact. The call taker may
arrival instructions to a caller as necessary. distribute pre-arrival instructions as appropriate.
This activity automates the display or pre-arrival
instructions to the call taker. The call taker
delivers pre-arrival instructions to the caller based
9-1-1 PSAP Ops.
on established standards and operational best

practices. Essential, supportive, and supplemental
data associated with the call are used to prioritize
the list of pre-arrival instructions presented to
the call taker. The call taker selects from the
list of presented instructions or searches for
9-1-1 Sys. Ops.
Requirement Code Requirement Text

FR-PRINS-01 The system shall provide the capability for a call taker to select
pre-arrival instruction based on the nature of the emergency.
SR-PRINS-02 The system shall display pre-arrival instructions to the call taker.
SR-PRINS-03 The system shall prioritize pre-arrival instructions based on a) essential or
Sys. Reqs.
supportive data delivered with the call, b) supplemental information obtained

subsequently, or c) information typed into the Call Record by the call taker.
FR-PRINS-04 The system shall provide the capability to search
the pre-arrival instruction database.
FR-PRINS-05 The system shall provide the capability to distribute appropriate pre-arrival
Appendices
instructions in accordance with accepted standards and operational best practices.


Notes
9-1-1 PSAP Operations Segment: CP | 5-21

9-1-1 PSAP Ops.

Introduction
Proof-of-Concept
Role Key
Establish Conference Call [CP-ECONF] ALL - ALL Roles

CT - Call Taker
References: NENA 58-001, NENA-i3, NRIC VII-1B, NRIC VII-1D SYS - NG9-1-1 System
Goal: communications. The call taker informs the

dispatcher of the need to mobilize responders.
Establish communication among the call taker, PSAP call taker stays on the line with the caller
caller, third-party (e.g., telematics) service and dispatcher to assist the caller and provide
provider, and appropriate public safety entities. updated information to the dispatcher. This activity
enables the call taker to establish conference
sessions with other entities as required.
Description:
Call taker initiates a call transfer or conference
session. The conference session may be voice, Assumptions:
text or video. Text and video conferencing
9-1-1 PSAP Ops.
capability are important to people who are deaf

and hard-of-hearing; video conferencing may be
of vital importance to pre-literate deaf children.
Regardless of the media, the call taker stays on
the line to ensure caller and dispatcher, third-party
service provider, or responding entity establish

9-1-1 Sys. Ops.

ITI-ECONF-01 Read Call Stream Caller Call Stream Data Electronic System CPE Caller identification, including call Real-time, Text
back details and caller location. ad hoc
Sys. Reqs.
ITI-ECONF-02 Read External Database System CPE Electronic External System EPAD Database Emergency provider contact information Real-time, Text
and communication methods. ad hoc
ITI-ECONF-03 Read Local Database System Local Contact Electronic System CPE Contact information and Real-time, Text
Database communication methods. ad hoc
ITI-ECONF-04 Update Call Detail Record System CPE Electronic System Call Detail Method of conference or transfer and success Real-time, Text
Appendices
Record or failure to establish communications when ad hoc

Database initiating the conference or transfer.
Activity: [CP-ECONF] Establish Conference Call; Initiate Call Modified on 10/07/07 @22:04
Introduction
Service Area: Call Processing [CP] Analyst: John Chiaramonte
Role(s): CT Domain Expert: Roger Hixson, Rick Jones
FR Call Taker Device SR Call Taker Device FR Call Taker Display Call Taker Display Call Taker Display Call Taker Device
Entry Points 01 10 08
FR Call Destination 1 Call Destination 1
Transfer Speed Transfer Speed Transfer Speed
CP-IDRES Dial 1 Dial 1 13 Dial 1
FR Call Destination 2 Call Destination 2
05 FR
CR-ENDCL Conf. Conf. 15 Call Destination 3 Call Destination 3 Conf.
Speed Speed Speed
Dial 2 Dial 2 Dial 2
Connection Method Connection Method
1 2 3 1 2 3 1 2 3
SR Call Taker Selects Call Taker Selects
4 5 6 Redial FR 4 5 6 Redial 09 Communications Method or Communications Method or System Advises 4 5 6 Redial
7 8 9 12 7 8 9 Selects Default Selects Default Call Taker With 7 8 9
* 0 #
* 0 # Results of * 0 #
Connect Disconnect Connect Disconnect Call Attempt Connect Disconnect
Method Method Method
Yes
Call Taker
Attempt Establishes /
No Different No Continues
Destination? Interactive
Call Processing
SF__Determine FR SF__Determine SR SF__Display SF__Select SF__Initiate Call
15 11
Need for Transfer Call Destination Available Connection System Initiates Call
or Conference Call Taker Selects Connection Method Using Selected FR
SF__Store Call
a Call Destination. Methods Comms Method. 14
Comms Results CR-TRCIN
Link Yes System Records Transfer Call
Established? the Conference or Records
Transfer attempt.
Read Read Read
Update
9-1-1 PSAP Ops.

Data
DR
07
Call
Stream
EPAD DB Local Call Detail Record
01
Contact DB Database
FR
FR-ECONF-01: The
SR
SR-ECONF-10: The
SR
SR-ECONF-09: The SR-ECONF-09-01: The
FR FR-ECONF-14: The FR FR-ECONF-05: The
01 10 09 14 05
system shall provide system shall provide system shall provide system shall provide the system shall store the system shall provide
the capability to teleconferencing media options to the Call capability to establish results of the the capability to store
establish a call path to features including mute Taker when establishing voice conferencing. conference or transfer frequently used
one or more based on NENA the call path. attempt in the call conference call
detail record. participant numbers.
9-1-1 Sys. Ops.

telecommunication 58.001. SR-ECONF-09-02: The
devices. SR SR-ECONF-11: The system shall provide the
11 capability to establish
DR DR-ECONF-07: The
system shall select an 07
FR FR-ECONF-12: The video conferencing.
12 outgoing line. the capability to store
the capability to dial a SR-ECONF-09-03: The frequently used
telecommunications
FR FR-ECONF-13: The telecommunications
13 system shall provide the
device number. system shall provide the device numbers.
capability to establish
capability to select a
Sys. Reqs.
interactive text
telecommunications EL-01 EPAD, the Emergency
conferencing. 01
device number from a Provider Access Directory, is
list. a GIS-enabled database
registry of local, state, and
FR FR-ECONF-08: The FR-ECONF-08-01: The federal emergency authorities
08
system shall provide the system shall provide the and public service providers
capability to establish a ability to query the EPAD
Appendices
to enable interoperable
call path to a third-party database for emergency communication and accurate
call center associated provider contact method notification of emergency
with the call. and access data. events and related situations.
Activity: [CP-ECONF] Establish Conference Call
Notes
5-24 | 9-1-1 PSAP Operations Segment: CP

9-1-1 PSAP Ops.
Introduction
5.3 Call Records
Management [CR]
[CR-RCCAL] Record Call
Role: CT, SYS
Goal: Preserve a detailed record of the interactive

communications occurring during a call.
[CR-OSSDT] Obtain Supportive or Supplemental

Data Post Call Delivery
Role: CT, PA
Goal: Obtain supportive or supplemental data after

call delivery to facilitate call processing.
9-1-1 PSAP Ops.

5.3 Call Records Management
The Call Records Management Service Area
[CR-ENDCL] End Call
Role: CT, PA
(Figure 5‑3) describes the capabilities and
Proof-of-Concept: Yes activities needed for creating, logging, archiving,
References: NENA 08-501, NRIC VII-1B
retrieving, and transmitting Call Records. The
Goal: Terminate existing call and return to ready to Call Taker and PSAP Administrator roles
accept next call.
perform activities within this service area.
9-1-1 Sys. Ops.

[CR-TRCIN] Transfer Call Records
Role: CT, PA
References:
Sys. Reqs.
Goal: Transfer all Essential, Supportive,
Supplemental, and/or manually-entered data
concerning the call to the appropriate responding
agency dispatch or other authorized entity.
Appendices
Figure 5–3: Call Records Management Service Area
October 10, 2007 | Version 2.0 9-1-1 PSAP Operations Segment: CR | 5-25

Introduction
Proof-of-Concept
Call Records Management [CR]
Role Key
Record Call [CR-RCCAL] ALL - ALL Roles

CT - Call Taker
Role(s): CT, SYS NA - Network Adminstrator
Goal: specific call taker. Calls may be retrieved by Essential, supportive, and supplemental data Assumptions:
searching essential, supportive ,or supplemental are preserved and identified as part of the Call
Preserve a detailed record of the interactive data such for date, time, call back information, Record. The Call Record is distinct from the
communications occurring during a call. caller location, caller identification, and call taker Call Recording. Any information manually
identification, or any combination of specific data entered into the record by the call taker is also
fields. Call recordings may be retrieved during preserved and identified as part of the Call
a call session to facilitate the classification of the Record. The length of time a Call Recording and
Description:
nature of a call, the retrieval of additional call detail Call Record is archived is a matter of state or
Recording equipment captures the call in real information by the call taker, and the response. local laws or regulations. The system must meet
time. The record of the call may include audio, those requirements. Call Recordings and the
Call Recordings are stored in short term buffers, associated Call Records must be linked together
video, text, still imagery, and other data types.
a.k.a. instant recall recorders, and in long term in the archive so they can be retrieved together
Recording is automatically initiated when a call
master logging recorders. Instant recall recorders
9-1-1 PSAP Ops.
is placed in the call queue. This activity allows

have a limited buffer and archive recordings from
for the retrieval of recordings of the most recent
a finite number of the most recent calls. Long term
calls from a short-term call recording buffer. The
master logging recorders have greater capacity.
system retrieves information associated with a

9-1-1 Sys. Ops.
ITI-RCCAL-01 Real Time Interactive Caller Call Stream Electronic System Call Recording Interactive recording of real time Real-time, Text,
Communications Data Database communications. Includes but is not ad hoc Graphics,
limited to: voice, video, still imagery Video
transmitted, and interactive text.
Sys. Reqs.
ITI-RCCAL-02 Record Interactive Caller Call Stream Electronic System Dispatch Call Handling Procedures including SOPs, etc. Real-time, Text,
Communitcation Data Systems / CPE ad hoc Graphics,
Video
ITI-RCCAL-03 Retrieve Call Recording Call Taker Call Recording Electronic Call Taker Dispatch Display manipulatable Call Recording, Real-time, Text,
Database Systems / CPE / including all standard audio, video, and ad hoc Graphics,
Appendices
Display Systems interactive text methods of manipulation. Video

ITI-RCCAL-04 Read Call Detail SYS Call Detail Electronic System Call Recording Indentification code that links Call Real-time, Text,
Record Database Record Database Database Detail Record and Call Recording of the ad hoc Graphics,
call to create a single Call Record. Video
5-26 | 9-1-1 PSAP Operations Segment: CR Version 2.0 | October 10, 2007
Activity: [CR-RCCAL] Record Call; Record Communications Modified on 10/05/07 @09:45
Introduction
Service Area: Call Records Management [CR] Analyst: John Chiaramonte
Role(s): SYS Domain Expert:
Entry Points
CT-CAUTH
SR
06
CR-TRCIN
CR-ENDCL
Transfer Call
End Call
Records
FR SF__Link Call Recording to

08 FR SF__Terminate Recording
SF__Read Interactive SR SF__Record Call Detail Record 12
01 End interactive
Communications Communications Update Call Detail Record
communications
Read the real time Record real time with an identified to
documentation. Update
interactive communications associate the Call Recording
Call Record Database with
communications from FR into Call Record FR with the Call Detail Record
04 10 length of call and end
the Call Stream DB for retrieval and search
time.
purposes
Read Create Update

Read Update
9-1-1 PSAP Ops.

Data
FR
02
Call
Stream
Call Recording Call Detail Record Call Recording Call Recording
DB DB DB DB
FR FR-RCCAL-02: The SR SR-RCCAL-01: The SR

08
SR-RCCAL-08: The FR FR-RCCAL-06: The
02 01 06
system shall provide system shall archive a system shall link a Call system shall provide
the capability to detailed recording of Recording with its call the capability to
archive a Call each call locally. record. transfer a Call
Recording at a remote FR Recording with its Call
SR-RCCAL-01-01: The 10 FR-RCCAL-10: The
location. SR Record to a third party.
01
system shall record system shall be able to
9-1-1 Sys. Ops.

correllate recordings of FR FR-RCCAL-12: The
incoming a)voice, b) 12
different media types to sytem shall cease the
video, c) interactive
construct a single Call Recording upon
text, d) still imagery, e)
recording set. termination of the call.
interactive data as part
of the Call Recording.
FR SR-RCCAL-04: The
Sys. Reqs.
02
04
system shall record all
calls.
Appendices
Activity: [CR-RCCAL] Record Call
Activity: [CR-RCCAL] Record Call; Retrieve Recording Modified on 10/05/07 @09:45

Introduction

Role(s): SYS Domain Expert:
FR Retrieve Call Recording FR Display Call Recording
Entry Points 03
FR
13 11
List last TBD calls:
CA-MNQUE FR Recent Call A

FR
05
Recent Call B 14
Recent Call C
FR
FR 15
07
Playback
FR Search for call recording based upon:

09 Date, Time, Caller Location,
Emergency Location, Caller
Identification, Call Taker
Identification,
Search
SF__Read Interactive SR SF__Record SR

Communications
04
Communications 09
SF__Retrieve Call
SR SF__Playback Recording
Read the real time Record real time Recording 11
Retrieve the requested Play Call Recording of
interactive communications interactive real time
communications from into Call Record Call Recording based
upon search query communication of all
the Call Stream DB
terms recorded parties.
Read Create
Read
9-1-1 PSAP Ops.
Data
Call
Stream
Call Recording Call Recording
Database Database
FR FR-RCCAL-07: The FR FR-RCCAL-13: The FR FR-RCCAL-11: The
FR FR-RCCAL-03: The 07
13
11
03
system shall provide the capability to locally the capability to the capability to display
the capability to access access a Call retrieve a call recording Call Recording
a Call Recording from Recording. after a call.
a remote location. FR FR-RCCAL-11-01: The
FR
FR-RCCAL-07-01: The 11
sytem shall provide the
07 FR FR-RCCAL-14: The
SR SR-RCCAL-04-01: The system shall provide 14 capability to play the
9-1-1 Sys. Ops.
04
system shall record the capability to display call recording
the capability to
calls while the call is a) TBR previous Call
retrieve a call recording FR-RCCAL-11-02: The
in a call queue b) Recording for instant FR
during a call. 11
assigned c) in process. playback
the capability to pause
Please refer to the FR FR-RCCAL-09: The FR-RCCAL-15: The
09 FR the Call Recording.
state diagram included system shall provide 15
with the CT-LGAL the capability to the capability to FR FR-RCCAL-11-03: The
11
activity to identify these retrieve a Call monitor a call recording system shall provide
Sys. Reqs.
states. Recording with its Call during a call. the capability to rewind
Record. the Call Recording
FR FR-RCCAL-05: The
05
system shall provide FR FR-RCCAL-09-01: The
the capability to access
09
system shall provide FR FR-RCCAL-11-04: The
a Call Recording. the capabiilty to search 11
the Call Recording the capability to fast
database forward the Call
Appendices
FR FR-RCCAL-09-02: The Recording

09
system shall provide the
cabapility to retrieve call
recording based upon
Activity: [CR-RCCAL] Record Call
search criteria.


Notes
9-1-1 PSAP Operations Segment: CR | 5-29

9-1-1 PSAP Ops.

Introduction
Proof-of-Concept
Role Key
Obtain Supportive or Supplemental Data Post Call Delivery [CR-OSSDT] ALL - ALL Roles
CT - Call Taker
Goal: data (e.g., medical history, telematics, geospatial) information may be automatically accessible to the query parameters and the results of all queries
after the call has been delivered to the PSAP. Data call taker based on identifiers within the Supportive are stored in the Call Detail Record Database.
Obtain supportive or supplemental data after queries can be performed both automatically by Call Data, or identifiers within the Essential Call
call delivery to facilitate call processing. * - CAD is a dispatch system, not a 9‑1‑1 system.
the system and by the Call Taker. The data sources Data. This information may also be acquired
It is included here in recognition of the many
may be external to the 9‑1‑1 system; external to through the use of searches based upon information
Description: PSAPs that are combined facilities that handle both
the PSAP, but still within the 9‑1‑1 system; or collected from the caller. The call taker can search
the 9‑1‑1 call taking and dispatching functions.
internal to the PSAP (e.g., computer aided dispatch Supportive or Supplemental databases. Data may
This activity supports the capability for a call taker
[CAD]). The functional capability is the same be displayed on a map, as a three-dimensional
to access Supportive (e.g., ACN) or Supplemental Assumptions:
regardless of the location of the data source. Such rendering, or as photographic imagery. The
9-1-1 PSAP Ops.

ITI-OSSDT-01 Read Query Rules System Business Rules Electronic Call Taker Query Results Business rules to determine which Real-time, Text
Database queries are authorized/automatic. ad hoc
ITI-OSSDT-02 Read Supportive / System Call Stream Electronic Call Taker Query Results Call stream data. Real-time, Text
Supplemental Data Data ad hoc
ITI-OSSDT-03 Read Supportive / System Call Detail Electronic Call Taker Query Results Call Detail information. Real-time, Text
Supplemental Data Record ad hoc
Database
9-1-1 Sys. Ops.
ITI-OSSDT-04 Read Call Detail Record System Call Detail Electronic Call Taker Query Results Call Detail Record information about Real-time, Text
Record calls that may be related to a call. ad hoc
Database
ITI-OSSDT-05 Read Medical History Data External System Medical Electronic Call Taker Query Results Medical information about the caller or victim. Real-time, Text
History ad hoc
Database
Sys. Reqs.
ITI-OSSDT-06 Read Other Data External System Other Database Electronic Call Taker Query Results Other data sources for information Real-time, Text,
about the caller or victim. ad hoc Graphics,
Video
ITI-OSSDT-07 Read GIS System GIS Database Electronic Call Taker Map Display GIS data to display information on a map. Real-time, Text,
Appendices
ad hoc Graphics
ITI-OSSDT-08 Update Call Detail Record Caller Call Stream Electronic System Call Detail Query results. Real-time, Text,
Data Record ad hoc Graphics,
Database Video
Activity: [CR-OSSDT] Obtain Supportive or Supplemental Data Post Call Delivery; Query Data Modified on 10/05/07 @09:45
Introduction
Role(s): CT, PA Domain Expert: Roger Hixson, Rick Jones
FR Query Data FR Data Query Display Query Results
Entry Points 01 03
Supportive (e.g. ACN) Data Display
FR FR Location
CA-ANSCL 02 Supplemental (e.g. medical 04 Supplemental Data
history, telematics, Name Supportive Data
CP-DTNAT
geospatial) Data Caller Ident. Data Geospatial Information
Data sources may be:
CA-MNQUE
- External to NG9-1-1 Permit drill-down queries
01
(medical history)
02 DM-SCIER
- External to the PSAP, GV-DSGEO
Display Submit Submit Caller
but within NG9-1-1 Geospatial Error Information
(telematics, geospatial) Data
Query Errror Report
- Within the PSAP (CAD)
SF__Execute Manual
Queries
Perform queries
specified by the Call
SR SR
Taker. 05 06
SR SF__Determine SR SF__Determine SF__Execute SF__Display Query SF__Record Query
07 08
Available Queries Automatic Queries Automatic Queries Results Results Data
Determine which Which available Perform automatic Display results of the Store query results
queries are authorized queries should be queries. query for the Call data in Call Detail
for access. automatically run. Taker. Record.
Read
Read Read Read Read
Read Read Read Read Update
Read Read
Update Read Read Update
9-1-1 PSAP Ops.

Data
03 03
Call Call
Stream Stream
Business Rules Call Detail Medical History Other Data GIS Call Detail Record Medical History Other Data GIS Business Rules Call Detail Record
Business Rules
Database Record Database Sources Database Database Sources Database Database Database
Database
SR
SR-OSSDT-07: The
FR
FR-OSSDT-01: The
FR
FR-OSSDT-03: The
SR
SR-OSSDT-05: The
SR
SR-OSSDT-06: The SR-OSSDT-06-03: The EL-01 Call Taker will be
07 01 03 05 06 01
system shall determine system shall provide system shall provide system shall display system shall display system shall support permitted to query various
which queries are the capability for a call the capability to search Supportive Data Supplemental Data drill-down queries of data sources for information
authorized for access taker to access Supportive Data. search results to the search results to the supplemental data to related to location, name
based on established Supplemental Data. call taker, based on call taker, based on obtain additional detail and/or caller identification
business rules. business rules. business rules. for matched records. information (i.e. callback
FR
FR-OSSDT-02: The
FR
FR-OSSDT-04: The number or other
02 04
9-1-1 Sys. Ops.

SR-OSSDT-07-01: The SR-OSSDT-05-01: The SR-OSSDT-06-01: The identification).
system shall provide system shall provide
system shall record the system shall support system shall support
the capability for a call the capability to search EL-02 If errors in the source
query parameters for queries of supportive queries of 02
taker to access Supplemental Data. data are identified by the
all queries performed in data from internal supplemental data
Supportive Data. Call Taker, the system will
the call detail record systems, including: call from internal systems,
stream data, call detail including: call stream invoke the DM-SCIER
database. EL-03 Other sources of data
03 record data, and GIS. data, call detail record activity.
include: telematics, computer
SR-OSSDT-07-02: The data, and GIS. Legend
aided dispatch (CAD), call SR-OSSDT-05-02: The
system shall record the
Sys. Reqs.
history, location-specific data system shall support SR-OSSDT-06-02: The
query results for all Internal
(i.e. pre-plan, owner / queries of supportive system shall support
queries performed in Data Source
occupant information), data from external queries of
the call detail record
emergency contact, systems, including: supplemental data
database.
hazardous materials, etc. medical records data from external systems, External
SR and other data Data Source
including: medical
08
SR-OSSDT-08: The sources. records data and other
Appendices
system shall determine External and
SR-OSSDT-05-03: The data sources. Internal
which queries are
system shall support Data Sources
automatically executed
based on established drill-down queries of
business rules. supportive data to Activity: [CR-OSSDT] Obtain Supportive or Supplemental Data Post Call Delivery
obtain additional detail

Introduction
Proof-of-Concept
Role Key
End Call [CR-ENDCL] ALL - ALL Roles

CT - Call Taker
References: NENA 08-501, NRIC VII-1B SYS - NG9-1-1 System
Goal:
Terminate existing call and return
to ready to accept next call.
Description:
The call taker ends a call. This is done only when
it is safe to do so, and is preceded by a verbal
announcement in accordance with established
standards and operational best practices.
9-1-1 PSAP Ops.
Assumptions:
9-1-1 Sys. Ops.

FR-ENDCL-01 The system shall provide the capability to terminate a call.
SR-ENDCL-02 The system shall terminate all communication links associated with the call.
Sys. Reqs.
Appendices


Notes
9-1-1 PSAP Operations Segment: CR | 5-33

9-1-1 PSAP Ops.

Introduction
Proof-of-Concept
Role Key
Transfer Call Records [CR-TRCIN] ALL - ALL Roles

CT - Call Taker
References: N/A SYS - NG9-1-1 System
Goal: call records to other call takers, dispatchers,

responders, or other authorized entities with
Transfer all Essential, Supportive, Supplemental, or without a simultaneous conference call.
and/or manually-entered data concerning the
call to the appropriate responding agency
dispatch or other authorized entity.
Assumptions:
Description:
This activity supports the capability for a call
taker to electronically transfer or forward
9-1-1 PSAP Ops.

ITI-TRCIN-01 Read Permission Rules System Business Rules Electronic System CPE Transmission permissions for sending Real-time, Text
Database data to the selected intended recipient. ad hoc
ITI-TRCIN-02 Read Transfer Protocols System Business Rules Electronic System CPE Protocols for system transfer of Real-time, Text
Database selected data to intended recipient. ad hoc
ITI-TRCIN-03 Read Transfer Data Caller Call Stream Electronic System CPE Data for transmission to recipient. Real-time, Text
9-1-1 Sys. Ops.
Data ad hoc
ITI-TRCIN-04 Read Transfer Data System Call Detail Electronic System CPE Data for transmission to recipient. Real-time, Text
Record ad hoc
Database
ITI-TRCIN-05 Update Record of System CPE Electronic System Call Detail The following information about the transfer Real-time, Text,
Sys. Reqs.
Transfer Attempt Record attempt: a) time initiated, b) date of transfer, ad hoc Graphics,
Database c) summary of data for transfer, d) intended Video
recipient, e) agency of intended recipient, f)
IP address of intended recipient, g) call taker
initiating transfer, h) associated call ID, i) method
Appendices
of transfer, j) reason for/circumstances of transfer.

ITI-TRCIN-06 Update Record of Transmission System CPE Electronic System Call Detail Acknowledgement of successful or Real-time, Text
Success/Failure Record unsuccessful call record transmission. ad hoc
Database
Activity: [CR-TRCIN] Transfer Call Records; Data Transfer Modified on 10/05/07 @09:46
Introduction
Service Area: Call Records Management [CR] Analyst: Dan Landau
Role(s): CT, PA Domain Expert: Roger Hixson, Rick Jones, Jim Lockard
Data Transfer Display Acknowledgement
Entry Points Permission Denied Alert to Originating Source
CP-ECONF
CT-PNWBS
CP-IDRES
Permission Error Message The Data Has Been
to Originating Source Received / Not Received
No
Send data to approved
recipient and log the data
transfer
SF__Check SF__Determine FR SF__Read CT-PNWBS SR SF__Data Receipt Similarly, generate

01 02 01 03 04 02 transmission failure alerts
Permission to What Data to Send Authorized Data to Provide Acknowledgement:
Send Data to Data Transfer be Sent: Generate an ACK
Yes Network
Recipient Allowed? From call stream/ that data received
Bridging
call record Services by destination
Based on
pre-established
permission rules Update Update
Read Read
Read Read Record of Record of Data
Permission Transfer Data Transfer Data
Transfer Protocols Transfer Attempt Transmission
Rules
9-1-1 PSAP Ops.

Success/Failure
Data
DR
04
Call Stream
Business Rules Business Rules Call Recording Call Detail Record Call Detail Record
Database Database Database Database Database
EL-01 Those within the DR
DR-TRCIN-04: The
FR
FR-TRCIN-01: The
SR
SR-TRCIN-02: The SR-TRCIN-02-03: The
01 04 01 03 EL-03 A snapshot of the 02
PSAP system have physical Business Rules system shall provide system shall log the system shall display an
access to the data recording is transferred at
database shall contain the capability to transfer of call records. acknowledgement
repositories, so no "transfer" the moment of Conference
permission rules for transfer a call record. acceptance and the message of data
is necessary. data transfers. SR-TRCIN-02-01: The receipt to the
recording continues locally. system shall log data
FR-TRCIN-01-01: The originating requestor
transfer attempts, upon successful call
9-1-1 Sys. Ops.

EL-02 CR-TRCIN must system shall provide
02 04 EL-04 Receiving center will including: a) transfer record transfer.
receive a destination (EPAD the capability transfer
have its own recording request date/time, b)
may be used as an external call records only to
through CR-RCCAL. notification of transfer
source). those permitted.
success/failure date/
time, c) transfer
requestor, d) intended
recipient, e) transferred
data.
Sys. Reqs.
SR-TRCIN-02-02: The
system shall display a
message that data was
not received to the
originating requestor
upon failed call record
Appendices
transfer.
Activity: [CR-TRCIN] Transfer Call Records
Notes
5-36 | 9-1-1 PSAP Operations Segment: CR

9-1-1 PSAP Ops.
Introduction
9-1-1 PSAP Ops.

5.4 Geospatial Visualization
5.4 Geospatial
Visualization [GV] The Geospatial Visualization Service
[GV-DSGEO] Display Geospatial Data Area (Figure 5‑4) provides the call taker
Role: CT with the capabilities for visualizing and
References: N/A analyzing call information on a map.
Goal: Display location and geospatial information on
a map.
9-1-1 Sys. Ops.

[GV-MPGEO] Manipulate Geospatial Data
Role: CT, PA
References: N/A
Sys. Reqs.
Goal: Manipulate location and geospatial
information.
Appendices
Figure 5–4: Geospatial Visualization Service Area
October 10, 2007 | Version 2.0 9-1-1 PSAP Operations Segment: GV | 5-37

Introduction
Proof-of-Concept
Geospatial Visualization [GV]
Role Key
Display Geospatial Data [GV-DSGEO] ALL - ALL Roles

CT - Call Taker
Role(s): CT NA - Network Adminstrator
Goal: all geospatially-stored data for the system Assumptions:

to include geospatial reference baseline
Display location and geospatial object footprints, image footprints, and map
information on a map. feature data as a set of objects rendered
on the display. Additional data may be
displayed via symbols placed at the geospatial
coordinate linked to the geospatial object.
Description:
Visual filtering will be available in a data
This activity provides basic geographic
driven fashion against any displayed GIS
information system functions and includes a
layer type. GIS Layer types include, but are
graphical interface that displays data geospatially
not limited to, image footprints, geographic
on a map. This interface may be used for the
features, and buildings, roads, and borders.
9-1-1 PSAP Ops.
graphical specification of geospatial objects. This

Visual filtering is applied against the selected
activity will allow the call taker to save data
visible layers in the display. Layers may be
displayed within the graphical interface to the
turned off and on as the user requires.
Call Record as a shape file for use at a later time.
Basic GIS functions such as zoom and pan
are supported. This activity will display
9-1-1 Sys. Ops.
Requirement Code Requirement Text Requirement Code Requirement Text

FR-DSGEO-01 The system shall provide the capability to display a map for context. SR-DSGEO-11 The system shall display the emergency responders
FR-DSGEO-02 The system shall provide capability to display a Caller Location on a map associated with a Caller Location on the map.
FR-DSGEO-03 The system shall provide the capability to display a Emergency Location on a map. SR-DSGEO-12 The system shall display the emergency responders associated
FR-DSGEO-04 The system shall provide the capability to zoom on the display. with an Emergency Location on the map.
Sys. Reqs.
FR-DSGEO-05 The system shall provide the capability to pan on the display
FR-DSGEO-06 The system shall provide the capability to display three-dimensional renderings.
DR-DSGEO-07 The system shall provide the capability to store shape files.
FR-DSGEO-08 The system shall provide the capability to select a GIS layer type for display.
FR-DSGEO-09 The system shall provide the capability to display the emergency
Appendices
responders associated with a Caller Location on the map.

FR-DSGEO-10 The system shall provide the capability to display the emergency
responders associated with an Emergency Location on the map.
5-38 | 9-1-1 PSAP Operations Segment: GV Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Geospatial Visualization [GV]
Role Key
Manipulate Geospatial Data [GV-MPGEO] ALL - ALL Roles

CT - Call Taker
Goal: the GV-DGEO functional activity are supported.

Manipulate location and geospatial information. This activity supports the gathering of
information to enable the distribution
of emergency notification services.
Description:
This activity provides the capability to manipulate Assumptions:
geospatial data. The call taker is able to graphically
specify query parameters to include polygon,
rectangle, circle, ellipse, and point. Allows the
call taker to define bounding box(es) on a map as
9-1-1 PSAP Ops.

the initial criteria for a search. Search results will
be presented as plots on the map. This activity
allow the call-taker to save data manipulated
within the graphical interface to the Call Record
as a shape file for use at a later time. All the basic
geographic information system functions from
9-1-1 Sys. Ops.

FR-MPGEO-01 The system shall provide the capability to manipulate the map.
FR-MPGEO-02 The system shall provide the capability to draw geometric shapes on the map.
FR-MPGEO-03 The system shall provide the capability to draw geometric
shapes on the three dimensional rendering.
Sys. Reqs.
FR-MPGEO-04 The system shall provide the capability to search the NG9-
1-1 data repositories by the selected geometric shape.
FR-MPGEO-05 The system shall provide the capability to display query results geospatially.
FR-MPGEO-06 The system shall provide the capability to display the
emergency responders for a given polygon.
Appendices
SR-MPGEO-07 The system shall display the emergency responders for a given polygon.
October 10, 2007 | Version 2.0 9-1-1 PSAP Operations Segment: GV | 5-39
Notes
5-40 | 9-1-1 PSAP Operations Segment: GV

9-1-1 PSAP Ops.
Introduction
5.5 PSAP Administration
[PA]
[PA-DECHP] Define and Establish Call Handling
Protocols
Role: PA, SA
Goal: Ensure proper and efficient call handling and

compliance with PSAP processes and best practices
through the creation and automation of protocols and
procedures.
[PA-SCHST] Schedule Staff

Role: PA
Goal: Ensure the staffing level is set to handle the

call volume.
9-1-1 PSAP Ops.

5.5 PSAP Administration
The PSAP Administration Service Area (Figure
5‑5) describes the capabilities and rules needed
[PA-CSCTG] Create Specialized Call Taker Groups
Role: PA
for establishing call handling procedures,
Proof-of-Concept: No managing ACD, and scheduling appropriate
1B
staff levels. The PSAP Administrator role
performs activities within this service area.
Goal: Create specialized call taker groups to be used
in conjunction with call distribution rules.
9-1-1 Sys. Ops.

[PA-MACDR] Manage Automatic Call Distributor
Rules
Role: PA, SA
Sys. Reqs.
1B
Goal: Create, manage, and distribute rules and

policies governing the distribution of incoming 9-1-1
calls and automatic event alerts, along with the
associated data to call takers.
Appendices
Figure 5–5: PSAP Administration Service Area
October 10, 2007 | Version 2.0 9-1-1 PSAP Operations Segment: PA | 5-41

Introduction
Proof-of-Concept
PSAP Administration [PA]
Role Key
Define and Establish Call Handling Protocols [PA-DECHP] ALL - ALL Roles
CT - Call Taker
Role(s): PA, SA NA - Network Adminstrator
Goal: and the call taker’s training and knowledge. This

activity captures and supports the customization
Ensure proper and efficient call handling of call handling procedures based on jurisdiction-
and compliance with PSAP processes and specific policies, procedures, and best practices.
best practices through the creation and
automation of protocols and procedures.
Assumptions:
Description:
The PSAP Administrator promulgates call handling
procedures based on 9‑1‑1 PSAP CPE, incident
9-1-1 PSAP Ops.
type, and data sources accessed by the call taker.

PSAP Administrators are able to define, update,
and delete call handling procedures as needed. Call
handling procedures are entered during this activity
to facilitate the presentation of the procedure to call
takers during call processing, based on Call Type
9-1-1 Sys. Ops.

FR-DECHP-01 The system shall provide the capability for PSAP FR-DECHP-08 The system shall provide the capability to generate statistical or call specific
administrator to input call handling procedures. reports of a call taker’s compliance with call handling procedures.
SR-DECHP-02 The system shall provide a unique identifier for each call handling procedure. FR-DECHP-09 The system shall provide the capability for a call taker to select the
SR-DECHP-03 The system shall display a call handling procedure to a call taker. appropriate call handling procedure based on the Call Type.
Sys. Reqs.
FR-DECHP-04 The system shall provide the capability for a PSAP DR-DECHP-10 The system shall store the data that measures the compliance of each call taker.
administrator to edit call handling procedures. FR-DECHP-11 The system shall provide the capability to read the data
FR-DECHP-05 The system shall provide the capability for a PSAP that measures the compliance of each call taker.
administrator to suspend call handling procedures. FR-DECHP-12 The system shall provide the capability to sort the data
FR-DECHP-06 The system shall provide the capability for a PSAP that measures the compliance of each call taker.
Appendices
administrator to delete call handling procedures.

FR-DECHP-07 The system shall provide the capability to measure a call
taker's compliance with a call handling procedure.
5-42 | 9-1-1 PSAP Operations Segment: PA Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Role Key
Schedule Staff [PA-SCHST] ALL - ALL Roles

CT - Call Taker
Role(s): PA NA - Network Adminstrator
Goal: professional training, vacation, and/or sick leave.

Ensure the staffing level is set to
handle the call volume.
Assumptions:
Description:
The PSAP Administrator plans, establishes, and
publishes staffing levels based on busy hour(s),
busy day(s), busy season(s), and special events held
in the PSAP’s jurisdiction. The system facilitates
9-1-1 PSAP Ops.

the generation of staffing levels using optimization
rules and long-term scheduling supported by
call volume and distribution data. Schedule and
staffing information is shared with appropriate
agencies to reflect and balance joint needs. Staffing
absences may include, but are not limited to,
9-1-1 Sys. Ops.

FR-SCHST-01 The system shall support the allocation of resources
supporting multiple staffing levels.
FR-SCHST-02 The system staffing levels shall be based on a) busy hour(s), b) busy day(s),
c) busy season(s), and d) special event data (for example, call taker training).
Sys. Reqs.
FR-SCHST-03 The system shall provide the capability for an approved user, as defined
by user account data, to overwrite the system staffing level.
FR-SCHST-04 The system staffing level shall account for the scheduling of staff absences.
FR-SCHST-05 The system shall provide the capability to share scheduling information
SR-SCHST-06 The system shall use Erlang or similar centum call second (CCS)
Appendices
measurement to determine staffing requirements versus number of calls.

Introduction
Proof-of-Concept
Role Key
Create Specialized Call Taker Groups [PA-CSCTG] ALL - ALL Roles

CT - Call Taker
Role(s): PA NA - Network Adminstrator
References: NENA 08-501, NENA 58-001, NRIC VII-1B SYS - NG9-1-1 System
Goal:
Create specialized call taker groups to be used
in conjunction with call distribution rules.
Description:
This activity enables the PSAP Administrator
to define ACD groups based on call taker
training level, skill set, and experience level.
ACD groups can be assigned to an ACD rule to
9-1-1 PSAP Ops.
facilitate the management of call volume and the

automatic distribution of calls to the call taker.
Assumptions:
9-1-1 Sys. Ops.

FR-CSCTG-01 The system shall provide the capability to create ACD groups. FR-CSCTG-10 The system shall provide the capability to add call takers to an
SR-CSCTG-02 The system shall support multiple ACD groups. ACD group who are not physically located in a PSAP.
FR-CSCTG-03 The system shall provide the capability to read ACD groups. FR-CSCTG-11 The system shall provide the capability to delete call takers
FR-CSCTG-04 The system shall provide the capability to assign a call taker to an ACD from an ACD group from a remote location.
Sys. Reqs.
group by a) call taker training level, b) skill, and c) experience level. FR-CSCTG-12 The system shall provide the capability to restore ACD groups.
FR-CSCTG-05 The system shall provide the capability to assign FR-CSCTG-13 The system shall provide the capability to save ACD groups.
multiple call takers to an ACD group.
FR-CSCTG-06 The system shall provide the capability to update ACD groups.
FR-CSCTG-07 The system shall provide the capability to suspend ACD groups.
Appendices
FR-CSCTG-08 The system shall provide the capability to delete ACD groups.
FR-CSCTG-09 The system shall provide the capability to add call takers
to an ACD group from a remote location.
5-44 | 9-1-1 PSAP Operations Segment: PA Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Role Key
Manage Automatic Call Distributor Rules [PA-MACDR] ALL - ALL Roles

CT - Call Taker
References: NENA 08-501, NENA 58-001, NRIC VII-1B SYS - NG9-1-1 System
Goal: and other system parameters. The activity, by

definition, also includes the distribution of call
Create, manage, and distribute rules and event data in accordance with the rules involved.
policies governing the distribution of incoming
9‑1‑1 calls and automatic event alerts, along This activity supports the proper routing of calls
with the associated data to call takers. to the first available or most appropriate call taker
A PSAP Administrator defines the routing strategy
to be used within a PSAP. The routing strategy
is a rule-based set of instructions provided to the
Description: ACD to ensure proper handling of calls. PSAP
Administrators define call distribution rules based
This activity addresses the need to distribute 9‑1‑1
on standards and operational best practices.
call volume among call takers for the sake of
9-1-1 PSAP Ops.

maximizing call processing service and efficiency.
Depending on the nature and operating policy of
the PSAP involved, related rules may include, Assumptions:
but are not limited to, automatic distribution
that is a function of information provided by
the caller, data on callers and incident locations,
9-1-1 Sys. Ops.

FR-MACDR-01 The system shall provide the capability to create ACD rules.
FR-MACDR-02 The system shall provide the capability to read ACD rules.
FR-MACDR-03 The system shall provide the capability to update ACD rules.
FR-MACDR-04 The system shall provide the capability to delete an ACD rule.
Sys. Reqs.
FR-MACDR-05 The system shall provide the capability to suspend an ACD rule.
SR-MACDR-06 The system shall provide the capability to restore an ACD rule.
FR-MACDR-07 The system shall provide the capability to assign
ACD groups to a call distribution rule.
FR-MACDR-08 The system shall provide the capability to define ACD rules
Appendices
based on a) call taker availability, b) call taker expertise, c)
ACD group, and d) direct number identification.
FR-MACDR-09 The system shall provide the capability to distribute ACD rules.
Notes
5-46 | 9-1-1 PSAP Operations Segment: PA

9-1-1 PSAP Ops.
Introduction
Section 6: 9-1-1 System Administration Segment
The 9‑1‑1 System Administration Segment
(refer to Figure 2‑10) describes the capabilities
needed and rules for sharing information,
collaborating, assigning work tasks, maintaining
security standards, training, and configuring
9-1-1 Sys. Admin.

the 9‑1‑1 Enterprise (Figure 2‑1).
9-1-1 Sys. Ops.

Sys. Reqs.
Appendices
October 10, 2007 | Version 2.0 9-1-1 System Administration Segment | 6-1
Notes
6-2 | 9-1-1 System Administration Segment

9-1-1 Sys. Admin.
Introduction
6.1 System Management
[SM]
[SM-CRROL] Create and Define Roles
Role: PA, SA
References: ECRIT, NENA 08-501, NENA-i3, NRIC
VII-1B, NRIC VII-1D
Goal: Create, manage, and assign roles within the

system.
[SM-MUSER] Manage User Accounts

9-1-1 System Administration Segment Service Area
Role: SA
Proof-of-Concept: No 6.1 System Management
References: ECRIT, NENA 08-501, NENA-i3, NRIC
VII-1B, NRIC VII-1D
The System Management Service Area (Figure
Goal: Provide the capability to enable the creation, 6‑1) activities are focused on ensuring that, for
modification, suspension, and deletion of system
accounts. Provide the capability to build user the sake of optimal performance and service,
permissions/views with appropriate access to users and organizations within the NG9‑1‑1
9-1-1 Sys. Admin.

allowable systems, networks, and databases.
Provide the capability for only those system Enterprise systems have access to all their desired
administrators with proper authority to create and and required functions, applications, and data. It
modify/update user accounts.
is understood and acknowledged that some of
[SM-PLCFC] Planning Configuration Changes these functions may either occur outside the 9‑1‑1
Role: DBA, SA
enterprise, and/or be affected by related activities
9-1-1 Sys. Ops.

References: N/A within the broader public safety world to ensure
Goal: Ensure that the system and necessary network proper and effective coordination and service
configurations adequately support the system and delivery across 9‑1‑1 call delivery, emergency
network desired functions and capabilities.
response, and incident management service
environments. With that in mind, this service
area includes management of user accounts,
Sys. Reqs.
access control, hardware and software resources
identification and location, and license information
at appropriate system and intra-system levels.
Management of these system activities may be
Appendices
performed by authorized individuals as agreed
upon by public safety authorities at all levels.
Figure 6–1: System Management Service Area
October 10, 2007 | Version 2.0 9-1-1 System Administration Segment: SM | 6-3
9‑1‑1 System Administration [SYAD] Recommended for

Introduction
Proof-of-Concept
System Management [SM]
Role Key
Create and Define Roles [SM-CRROL] ALL - ALL Roles

CT - Call Taker
References: ECRIT, NENA 08-501, NENA-i3, NRIC VII-1B, NRIC VII-1D SYS - NG9-1-1 System
Goal: access attributes are assigned. Access attributes, create tools, information sources, databases, and management staff, and system administrators.
in this instance, relate to privileges assigned to organizational templates to provide, adjust, and
Create, manage, and assign roles within the system. high-level groups based on group functions, roles, maintain access for users, based on their user
and responsibilities. Creating and defining roles groups. Specific role information is assigned
includes the provision of system capabilities to according to a predefined set of role descriptions Assumptions:
control access to system databases, directories, and rules, and to defined group responsibilities
Description: System security and efficiency will
files, programs, and applications. This activity is and functions. Examples of such high-level user
require structured access to system
This activity provides the capability for system based, in part, on authentication policies established groups include, but are not limited to, call taker
functions and applications.
administrators to manage the higher-level user between internal and external systems through categories (e.g., entry level call taker, senior call
group accounts from which individual user which information is shared and distributed. This taker, supervising call taker), database maintenance
accounts are derived and the specific user group activity also allows the System Administrator to and management staff, network maintenance and

FR-CRROL-01 The system shall provide the capability to create system access roles. FR-CRROL-13 The system shall provide the capability to delete group
FR-CRROL-02 The system shall provide the capability to create group accounts based on system access roles.
9-1-1 Sys. Admin.
accounts based on system access roles. FR-CRROL-14 The system shall provide the capability to save group
FR-CRROL-03 The system shall provide the capability to create accounts based on system access roles.
organizational templates for user roles. FR-CRROL-15 The system shall provide the capability to read
FR-CRROL-04 The system shall provide the capability for a system administrator organizational templates for user roles.
to assign system access permissions to a role. FR-CRROL-16 The system shall provide the capability to update
9-1-1 Sys. Ops.
FR-CRROL-05 The system shall provide the capability for a system administrator organizational templates for user roles.
to assign information sources (that is, resources for data and FR-CRROL-17 The system shall provide the capability to delete
information essential to system function, such as location and event organizational templates for user roles.
descriptive information, telematics data, and medical hi FR-CRROL-18 The system shall provide the capability to save
FR-CRROL-06 The system shall provide the capability for a system organizational templates for user roles.
Sys. Reqs.
administrator to assign system tools to a role. FR-CRROL-19 The system shall provide the capability to create a system organization (that
FR-CRROL-07 The system shall provide the capability to read system access roles. is, a 9-1-1 enterprise comprised of interconnected networks and PSAPs
FR-CRROL-08 The system shall provide the capability to update system access roles. supporting a defined 9-1-1 authority responsibility and jurisdictional area).
FR-CRROL-09 The system shall provide the capability to delete system access roles. FR-CRROL-20 The system shall provide the capability to read a system organization.
FR-CRROL-10 The system shall provide the capability to save system access roles. FR-CRROL-21 The system shall provide the capability to update a system organization.
Appendices
FR-CRROL-11 The system shall provide the capability to read group FR-CRROL-22 The system shall provide the capability to delete a system organization.
accounts based on system access roles. FR-CRROL-23 The system shall provide the capability to save a system organization.
FR-CRROL-12 The system shall provide the capability to update group
accounts based on system access roles.
6-4 | 9-1-1 System Administration Segment: SM Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Role Key
Manage User Accounts [SM-MUSER] ALL - ALL Roles

CT - Call Taker
Role(s): SA NA - Network Adminstrator
Goal: Administrators create the authorization for a Assumptions:

user to access system accounts, either locally or
Provide the capability to enable the creation, from a remote location. This activity provides System security and efficiency will
modification, suspension, and deletion of the capability to build specific user permissions require structured access to system
system accounts. Provide the capability to and views with appropriate access to allowable functions and applications.
build user permissions/views with appropriate tools, systems, networks, and databases.
access to allowable systems, networks, and User account management can be performed
databases. Provide the capability for only those for all distributed system components.
system administrators with proper authority
to create and modify/update user accounts. Account creation requests contain the name,
e-mail address, employee username, organization,
and roles requested. Administrators can modify
the organization and roles requested. A user
Description: may be assigned to multiple organizations or
maintain multiple roles within the system. A
This activity provides the capability for system
user is assigned a role for each organization
administrators to create and manage user accounts.
level with which he or she is associated.
9-1-1 Sys. Admin.

9-1-1 Sys. Ops.

FR-MUSER-01 The system shall provide the capability to create user operational environments.
FR-MUSER-02 The system shall provide the capability to assign a role to a user account.
FR-MUSER-03 The system shall provide the capability to create user accounts.
FR-MUSER-04 The system shall provide the capability to update user accounts.
FR-MUSER-05 The system shall provide the capability to delete user accounts.
FR-MUSER-06 The system shall provide the capability to suspend user accounts.
Sys. Reqs.
FR-MUSER-07 The system shall provide the capability to read user operational environments.
FR-MUSER-08 The system shall provide the capability to update user operational environments.
FR-MUSER-09 The system shall provide the capability to delete user operational environments.
FR-MUSER-10 The system shall provide the capability to save user operational environments.
Appendices
FR-MUSER-11 The system shall provide the capability to read user accounts.
FR-MUSER-12 The system shall provide the capability to save user accounts.
FR-MUSER-13 The system shall provide the capability for a system
administrator to view user account requests.
October 10, 2007 | Version 2.0 9-1-1 System Administration Segment: SM | 6-5

Introduction
Proof-of-Concept
Role Key
Planning Configuration Changes [SM-PLCFC] ALL - ALL Roles

CT - Call Taker
Role(s): DBA, SA NA - Network Adminstrator
Goal: and planning for and responding to changing

service environments, growth, upgrades and
Ensure that the system and necessary network enhancements, and other such change dynamics.
configurations adequately support the system
and network desired functions and capabilities.
Assumptions:
Description:
This activity specifically supports system and
network(s) functions and capabilities, and ensures
that system and network configurations are
optimally designed to maximize performance.
Generally this activity addresses the overall
design of system and network configurations,
building on architectural decisions performed at
the system level. Additionally, it emphasizes the
9-1-1 Sys. Admin.
activity involved in evaluating system performance
9-1-1 Sys. Ops.

FR-PLCFC-01 The system shall provide the capability to monitor system performance.
FR-PLCFC-02 The system shall provide the capability to collect system performance metrics.
FR-PLCFC-03 The system shall provide the capability to aggregate system performance metrics.
FR-PLCFC-04 The system shall provide the capability to model system configuration changes.
Sys. Reqs.
FR-PLCFC-05 The system shall provide the capability to deploy system configuration changes.
Appendices
6-6 | 9-1-1 System Administration Segment: SM Version 2.0 | October 10, 2007
Introduction
6.2 Data Management [DM]
[DM-MNDBA] Manage Database Access [DM-MNDBT] Manage Database Auditing

Role: DBA Role: DBA
Proof-of-Concept: No Proof-of-Concept: No
References: ECRIT, NENA 08-501, NENA-i3, NRIC References: NENA-i3, NRIC VII-1B, NRIC VII-1D
VII-1B, NRIC VII-1D
Goal: Provide the capability to audit the specified
Goal: Provide, support, and manage the capability to user and maintenance activities against the
access the enterprise database(s) and to allow the enterprise database.
distribution of data contained within those
database(s).

[DM-MNDBP] Manage Database Performance [DM-MNDBI] Manage 9-1-1 Interface and Protocol
6.2 Data Management
Role: DBA Availability and Usage
Proof-of-Concept: No Role: SA The Data Management Service Area (Figure 6‑2)
References: ECRIT, NENA 08-501, NENA-i3, NRIC Proof-of-Concept: Yes provides activities needed to monitor, restore,
VII-1B, NRIC VII-1D References: NENA 08-501, NENA-i3, NRIC VII-1B,
NRIC VII-1D and assign access or distribution privileges for
Goal: Provide the capability to monitor and report on all of the NG9‑1‑1 databases. Service area
9-1-1 Sys. Admin.

the operational performance of the enterprise Goal: Ensure the availability of necessary and
databases. beneficial data interfaces and communication activities also provide database administrators
protocols to support call processing and emergency with views into database performance and
response.
resource allocation. The database administrator
is the primary role for these activities.
9-1-1 Sys. Ops.

[DM-PDBSR] Perform Database Save & Recovery [DM-SCIER] Submit Caller Information Error Report
Role: DBA Role: CT, DBA
Proof-of-Concept: No Proof-of-Concept: No
References: NENA 08-501, NENA-i3, NRIC VII-1B, References: N/A
NRIC VII-1D
Goal: Submit caller information error report to the
Goal: Provide the capability to back up and save originating data provider for correction.
enterprise database(s), along with the archiving of
Sys. Reqs.
appropriate system data. Provide the capability to
recover and restore the enterprise databases based
on previous backups.
Appendices
Figure 6–2: Data Management Service Area
October 10, 2007 | Version 2.0 9-1-1 System Administration Segment: DM | 6-7

Introduction
Proof-of-Concept
Data Management [DM]
Role Key
Manage Database Access [DM-MNDBA] ALL - ALL Roles

CT - Call Taker
Role(s): DBA NA - Network Adminstrator
Goal: privileges required for the distribution of data Assumptions:

to authorized and interested data users (internal
Provide, support, and manage the capability and external to the 9‑1‑1 system). Tools (access
to access the enterprise database(s) utilities, passwords, trust policies, validation
and to allow the distribution of data utilities, and other forms of access and data
contained within those database(s). distribution control) will be implemented to
ensure that access and the availability of data is
limited to authorized personnel and user groups
based on their functional need and responsibility.
Description:
It is noted that such functions are normally
This activity addresses the need to provide, components of database management system
maintain, and oversee access to functional (DBMS) applications and tools that support
databases essential to, and/or beneficial to, the creation, storage, retrieval, and general
the delivery and processing of a NG9‑1‑1 management of information and data in critical
communications event (e.g., location and validation system databases. The deployment of such tools
functions, telematics and ACN data, medical may be a logical extension of this activity.
information, pictorial and graphical descriptive
9-1-1 Sys. Admin.
information). This activity also defines the access
9-1-1 Sys. Ops.

FR-MNDBA-01 The DBMS shall provide the capability to change FR-MNDBA-08 The DBMS shall provide the capability to change system-level database parameters.
database parameters for each data source. FR-MNDBA-09 The DBMS shall provide the capability to change the
FR-MNDBA-02 The DBMS shall provide the capability to change permissions for system permissions for each data source.
individual connections between data sources and enterprise databases. FR-MNDBA-10 The DBMS shall provide the capability to change the
Sys. Reqs.
FR-MNDBA-03 The DBMS shall provide the capability to access object permissions for each data source.
database tables for each data source. FR-MNDBA-11 The DBMS shall provide the capability to create system databases.
FR-MNDBA-04 The DBMS shall provide the capability to authenticate FR-MNDBA-12 The DBMS shall provide the capability to read system databases.
user account access to data stores. FR-MNDBA-13 The DBMS shall provide the capability to update system databases.
FR-MNDBA-05 The DBMS shall provide the capability to audit user account access to data stores. FR-MNDBA-14 The DBMS shall provide the capability to delete system databases.
Appendices
FR-MNDBA-06 The DBMS shall provide database administrators the FR-MNDBA-15 The DBMS shall provide the capability to save system databases.
capability to grant access to data stores. FR-MNDBA-16 The DBMS shall provide the capability to monitor connections to system databases.
FR-MNDBA-07 The DBMS shall provide the capability for a database administrator
to access data dictionaries for database metadata review.
6-8 | 9-1-1 System Administration Segment: DM Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Role Key
Manage Database Performance [DM-MNDBP] ALL - ALL Roles

CT - Call Taker
Goal: Assumptions:
Provide the capability to monitor and report on the
operational performance of the enterprise databases.
Description:
This activity provides the capability to gauge
and document the performance of operational
databases, with the intent of maximizing their
performance. Specifically, the activity involves
the effective use of database and software tools
to tune database functions for optimum use, and
diagnose problems, both existing and potential.
9-1-1 Sys. Admin.

9-1-1 Sys. Ops.

FR-MNDBP-01 The DBMS shall provide the capability to monitor the FR-MNDBP-11 The DBMS shall provide the capability to monitor
operational performance of the enterprise databases. database performance alert thresholds.
FR-MNDBP-02 The DBMS shall provide the capability to report on the FR-MNDBP-12 The DBMS shall provide the capability to execute database performance trending.
operational performance of the enterprise databases.
Sys. Reqs.
SR-MNDBP-03 The DBMS shall collect database performance statistics.
FR-MNDBP-04 The DBMS shall provide the capability to sort database performance statistics.
SR-MNDBP-05 The DBMS shall store database performance statistics.
FR-MNDBP-06 The DBMS shall provide the capability to search database performance statistics.
FR-MNDBP-07 The DBMS shall provide the capability to create a database performance alert.
Appendices
FR-MNDBP-08 The DBMS shall provide the capability to read a database performance alert.
FR-MNDBP-09 The DBMS shall provide the capability to update a database performance alert.
FR-MNDBP-10 The DBMS shall provide the capability to delete a database performance alert.

Introduction
Proof-of-Concept
Role Key
Manage 9‑1‑1 Interface and Protocol Availability and Usage [DM-MNDBI] ALL - ALL Roles
CT - Call Taker
Goal: reliable provision of necessary services to support

call processing and emergency response. The
Ensure the availability of necessary and beneficial NG9‑1‑1 system must be capable of incorporating
data interfaces and communication protocols to and communicating with the protocols necessary
support call processing and emergency response. for programmatic interaction with existing and/
or legacy systems in a fashion which does not
require modification of said systems. Where
possible, preference should be given to open,
Description:
industry-proven standards in anticipation of the
This activity addresses necessary and beneficial need to incorporate future systems and technologies
interfaces and communication protocols associated into the NG9‑1‑1 system architecture.
with the call processing function to ensure effective
emergency response. Said interfaces include, but
are not limited to, call processing to achieve the
first responder (i.e., CAD interface) handoffs, as Assumptions:
well as other data streams that may support and/or
enhance incident management and event outcome.
9-1-1 Sys. Admin.
Communication protocols ensure the effective and
9-1-1 Sys. Ops.

FR-MNDBI-01 The DBMS shall provide the capability to create data
interfaces for the enterprise database(s).
FR-MNDBI-02 The DBMS shall provide the capability to read data
Sys. Reqs.
FR-MNDBI-03 The DBMS shall provide the capability to update data

FR-MNDBI-04 The DBMS shall provide the capability to delete data
FR-MNDBI-05 The DBMS shall support the provisioning and management of effective and reliable
Appendices
communication protocols necessary to call processing and emergency response.
Introduction
Proof-of-Concept
Role Key
Submit Caller Information Error Report [DM-SCIER] ALL - ALL Roles

CT - Call Taker
Role(s): CT, DBA NA - Network Adminstrator
Goal: the data source and transmit the report to

the entity responsible for the source data for
Submit caller information error report to the correction. The system will track the request
originating data provider for correction. and any response from the responsible party.
This activity provides the ability to document
incorrect caller information and automate the
reporting and tracking of the information so it
may be corrected in the source data. When a
user identifies an error in data, the system will
provide a method to record the incorrect data and
note the problem or suggest the correct data.
9-1-1 Sys. Admin.

The system will record the error report, determine
9-1-1 Sys. Ops.

FR-SCIER-01 The system shall provide the capability to
document incorrect caller information.
FR-SCIER-02 The system shall pre-populate the discrepancy
report with the associated source data.
Sys. Reqs.
FR-SCIER-03 The system shall provide the capability for the user to
submit a discrepancy report for correction.
FR-SCIER-04 The system shall determine the party responsible for correcting the source data.
FR-SCIER-05 The system shall transmit the discrepancy report to the
entity responsible for correcting the source data.
Appendices
FR-SCIER-06 The system shall pre-populate the location discrepancy
report with caller identification information.
SR-SCIER-07 They system shall pre-populate the location discrepancy
report with the incorrect information.

Introduction
Proof-of-Concept
Role Key
Perform Database Save & Recovery [DM-PDBSR] ALL - ALL Roles

CT - Call Taker
Goal: information involved. This activity also supports

the recovery and restoration of critical and/or
Provide the capability to back up and save beneficial databases supporting the delivery and
enterprise database(s), along with the archiving processing of 9‑1‑1 communication events, in
of appropriate system data. Provide the accordance with system policy and procedure.
capability to recover and restore the enterprise
databases based on previous backups.
Assumptions:
Description:
This activity involves the periodic and scheduled
backup of essential and/or beneficial databases
and the critical data involved supporting the
delivery and processing of a 9‑1‑1 communications
event, and other beneficial system functions.
Secure, robust storage tools and backups
9-1-1 Sys. Admin.
are used to ensure the integrity of the saved
9-1-1 Sys. Ops.

FR-PDBSR-01 The DBMS shall provide the capability to generate backup copies of FR-PDBSR-07 The DBMS shall provide a database administrator the capability
enterprise databases in accordance with established policy and procedure. to recover the restored database(s) using transaction logs.
FR-PDBSR-02 The DBMS shall provide the capability to restore enterprise databases FR-PDBSR-08 The DBMS shall provide the capability for a database
in accordance with established policy and procedure. administrator to view the status of a database recovery.
Sys. Reqs.
SR-PDBSR-03 The DBMS shall store multiple backup versions of the enterprise database(s).
FR-PDBSR-04 The DBMS shall provide the capability for database
administrators to select database(s) to restore.
FR-PDBSR-05 The DBMS shall provide the capability for database
administrators to select database(s) to recover.
Appendices
FR-PDBSR-06 The DBMS shall provide the capability for a database administrator
to restore a database to a previously known state.
Introduction
Proof-of-Concept
Role Key
Manage Database Auditing [DM-MNDBT] ALL - ALL Roles

CT - Call Taker
Goal: Assumptions:
Provide the capability to audit the
specified user and maintenance activities
against the enterprise database.
Description:
This activity addresses the need to ensure that
the data stored within essential and beneficial
databases accurately represent functional
requirements and that user maintenance activities
are properly and efficiently updating the data
involved. A variety of access and auditing
tools are used, including periodic database/user
data compares and synchronization support.
9-1-1 Sys. Admin.

9-1-1 Sys. Ops.

FR-MNDBT-01 The DBMS shall provide the capability to audit user activity.
FR-MNDBT-02 The DBMS shall provide the capability to audit maintenance
activities against enterprise databases.
FR-MNDBT-03 The DBMS shall provide the capability for database administrator to
Sys. Reqs.
search for specific actions within the audit log for reporting purposes.
SR-MNDBT-04 The DBMS shall prevent changes to entries within the audit log.
Appendices
Notes
6-14 | 9-1-1 System Administration Segment: DM

9-1-1 Sys. Admin.
Introduction
Section 7: 9-1-1 System Operations Segment
The 9‑1‑1 Systems Operations Segment (refer to
Figure 2‑11) consists of activities, systems, and
network resources to manage, protect, administer,
and operate the technology infrastructure
supporting the 9‑1‑1 mission. This enterprise
segment contains the Call Treatment, Security
Administration, Database Administration, and
Operations Administration service areas. This
segment focuses on the management of the security,
databases and the operations of system resources.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
Sys. Reqs.
Appendices
October 10, 2007 | Version 2.0 9-1-1 System Operations Segment | 7-1
Notes
7-2 | 9-1-1 System Operations Segment

9-1-1 Sys. Ops.
Introduction
7.1 Call Treatment [CT]
[CT-ROLOC] Recognize Originating Location [CT-LGCAL] Document Call Detail Information

Role: SYS Role: SYS
Proof-of-Concept: Yes Proof-of-Concept: No
References: NENA 58-001, NENA-i3, NRIC VII-1B, References: NENA-i3
NRIC VII-1D
Goal: Preserve a record of call information in a data
Goal: Receive and electronically validate location- file.
originating caller location information (civic or
geospatial).
9-1-1 System Operations Segment Service Area

7.1 Call Treatment
[CT-REGCT] Identify Call Type [CT-PNWBS] Provide Network Bridging Services
Role: SYS Role: SYS The Call Treatment Service Area (Figure
Proof-of-Concept: Yes Proof-of-Concept: Yes 7‑1) describes the activities performed by the
References: NENA-i3, NRIC VII-1B, NRIC VII-1D References: NENA 58-001, NENA-i3
NG9‑1‑1 System to prepare a call for presentation
Goal: Receive and validate call type information Goal: Ensure that all system and network entities are to a call taker. Activities within this service
(e.g., telematics, silent alarm) from able to conference and share data as appropriate
telecommunications devices and recalculate call and beneficial to call treatment and processing. include recognizing the originating location,
type and default priority based on supporting data. determining the call delivery treatment, routing a
call to the PSAP, recognizing call types, adding
adjunct data to a call stream, and accessing
Supplemental data after call delivery.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
[CT-RTPSP] Route Call to PSAP [CT-CAUTH] Call Authentication
Role: NTA, SYS Role: SYS
Proof-of-Concept: Yes Proof-of-Concept: Yes
References: NENA 58-001, NENA-i3, NRIC VII-1B, References: IETF RFC-3647, IETF RFC-4474,
NRIC VII-1D NENA 02-502, NENA 04-503, NENA 08-001, NENA
58-001
Goal: Route call from the initiator and call-originating
Sys. Reqs.
service to the appropriate destination based on Goal: The call authentication process ensures that
identified call treatment including location information only appropriate entities are granted permission
received (civic or geospatial). through to the system.
Appendices
Figure 7–1: Call Treatment Service Area
October 10, 2007 | Version 2.0 9-1-1 System Operations Segment: CT | 7-3
9‑1‑1 System Operations [SNSP] Recommended for

Introduction
Proof-of-Concept
Call Treatment [CT]
Role Key
Recognize Originating Location [CT-ROLOC] ALL - ALL Roles

CT - Call Taker
Role(s): SYS NA - Network Adminstrator
Goal: Description: representations of location that include the identify the general locality or region of the
capability to identify altitude and/or structural floor incident or calling party. An example is the cell
Receive and electronically validate This activity supports a system function to designation. Also, this activity supports the use and site used to relay a wireless cellular 9‑1‑1 call.
location-originating caller location accept, acknowledge, and, potentially validate the identification of “fall-back” location information
information (civic or geospatial). location of the caller (which may or may not be when measurement-based location determination
the location of the emergency event). Validation Assumptions:
is not available. “Fall-back” location information
may occur prior to this step as a function of the is more generalized location information generated
access network, the telecommunications device, by system call processing that can be used to
or internal data stores. This activity supports

ITI-ROLOC-01 Read Caller Location Caller Call Stream Electronic System CPE Caller location. Real-time, Text,
Data ad hoc Graphics
ITI-ROLOC-02 Read GIS Format Caller GIS Database Electronic System CPE GIS error conditions. Real-time, Text,
ad hoc Graphics
ITI-ROLOC-03 Read Fall Back Location System Call Stream Electronic System CPE Fall back location data. Real-time, Text,
ITI-ROLOC-04 Update Caller Location System CPE Electronic Call Stream Call Stream Caller location. Real-time, Text,
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.

ITI-ROLOC-05 Update Caller Location System CPE Electronic System Call Detail Caller location. Real-time, Text,
Record ad hoc Graphics
Database
ITI-ROLOC-06 Read Fall Back Location Data Caller Call Stream Electronic System CPE Fall back location data (e.g., Wireless Tower Real-time, Text,
Sys. Reqs.
Data Location, Wireless Tower/Sector ID, County ID). ad hoc Graphics

ITI-ROLOC-07 Read Authoritative System Authoritative Electronic System CPE Authoritative Default Location. Real-time, Text,
Default Location Default Location ad hoc Graphics
Database
ITI-ROLOC-08 Update Caller Location System CPE Electronic Call Stream Call Stream Default location, and caller location. Real-time, Text,
Appendices

ITI-ROLOC-09 Update Call Detail Record System CPE Electronic System Call Detail Default location, and caller location. Real-time, Text,
Record ad hoc Graphics
Database
7-4 | 9-1-1 System Operations Segment: CT Version 2.0 | October 10, 2007
Activity: [CT-ROLOC] Recognize Originating Location; Check Location Modified on 10/05/07 @09:47
Introduction
Service Area: Call Treatment [CT] Analyst: Dan Landau
Role(s): SYS Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Jim Lockard
SR User Display User Display
Entry Points 05
CT-REGCT
Location error diagnosis

Alert the Call Taker
when format / logic
that Default Location
error check has failed.
is in use.
01
SR SR SR
02 01 SF__Error Check-Format: 01 SF__Error Check-Logic:
Location format is Location is checked to Error CT-RTPSP
Read Location from
checked to ensure it is not ensure it is logical for Check No Error Route Call to
Call Stream
garbled or unrecognizable content and range Logic PSAP
No SF__Determine Data SR
Error 01 03
No Elements:
Read Determine what data SF__Look Up SF__Assign Default
Error GIS Format SR SR
SF__Fall Back SF__Assign Fall Back elements exist to get Data Elements Location:
04 07
Error Location Check: Fall Back Location Location: default location Assign a Default Location
Check Determine if Fall Back Exists and not equal Yes Assign a Fall Back 01 as the Caller's Location
Read
Format Location Exists to Caller’s Location Location as the
Location
Caller's Location
Read Read Update
Read Update Update Fall Back Location Data Update
Fall Back Location Authoritative Caller Location Call Detail
Error Caller Location Caller Location
Data Default Location Record
DR
02
Call Call Call Call Call
Stream Stream Stream Stream Stream
GIS Call Detail Record Authoritative Call Detail Record
Database Database Default Location Database
SR DR SR SR SR SR SR SR
02 SR-ROLOC-02: The 02 DR-ROLOC-02-01: Caller 01 SR-ROLOC-01: The 05 SR-ROLOC-05: The 04 SR-ROLOC-04: The 07 SR-ROLOC-07: The 03 SR-ROLOC-03: The 08 SR-ROLOC-08: The
system shall recognize Location shall contain a) system shall validate system shall supply the system shall make use system shall support system shall provide system shall support
Caller Location House Number, b) House Caller Location user with an error of Fall-Back Location the use of Fall-Back alternate location representations of
Information formatted Number Suffix, c) Prefix Information. diagnosis in the event Information in the Location Information information in the location that include
to NENA Standard Directional, d) Street Name, of a failed location event of a failed when measurement- absence of primary the capability to identify
SR-ROLOC-01-01: The
Formats & Protocols e) Street Suffix, f) Post determination attempt. location determination based location location information. structural floor
system shall check
for ALI Data Exchange, Directional, g) MSAG attempt. determination is not designation.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
Caller Location for SR-ROLOC-03-01: The
ALI Response & GIS Community Name, h) Postal available. system shall assign a SR
unrecognizable data SR-ROLOC-04-01: The 06 SR-ROLOC-06: The
Mapping (NENA-02- Community Name, i) State/ default location upon
type. system shall check Fall EL-01 Examples of Fall system shall support
010). Province, j) Additional Free 01 Caller location and Fall
Back Location for Back Location include: representations of
Formatted Location SR-ROLOC-01-02: The Back Location failure.
unrecognizable data Wireless Tower location that include
Information, k) Landmark or system shall check
type. Location, Wireless the capability to identify
Vanity Address, l) Also Caller Location for SR-ROLOC-03-02: The
Tower/Sector ID, or altitude.
Rings At Address, m) garbled data. SR-ROLOC-04-02: The system shall update
County ID.
Exchange, n) P-ANI, o)
Sys. Reqs.
system shall check Fall the Call Stream with
County ID, p) Postal/Zip SR-ROLOC-01-03: The
Back Location for the assigned Default
Code, q) Longitude, r) system shall check
garbled data. Location.
Latitude, s) Elevation, t) Cell Caller Location fields
Site ID, u) Sector ID, v) for logical data ranges. SR-ROLOC-03-03: The
SR-ROLOC-04-03: The
Location Determination system shall check Fall system shall store the
SR-ROLOC-01-04: The
Technology (LDT) Back Location fields for Caller Location as part
system shall check
of the Call Detail
Appendices
Confidence, w) LDT Caller Location fields logical data ranges.
Confidence Percentage, x) Record.
for logical content.
LDT Technology, y) Speed, SR-ROLOC-04-04: The
z) Heading (in degrees), aa) system shall check Fall
Location Valid Flag. Back Location fields for
logical content. Activity: [CT-ROLOC] Recognize Originating Location

Introduction
Proof-of-Concept
Call Treatment [CT]
Role Key
Identify Call Type [CT-REGCT] ALL - ALL Roles

CT - Call Taker
Goal: intent is to facilitate that process and maximize arrives. Call setup data is limited to that which
performance and minimize response time. enhances call delivery and initial handling, and/or
Receive and validate call type information (e.g., aids in the tracking and tracing of calls. (This is
telematics, silent alarm) from telecommunications Undefined call types are those call type termed “supporting data.”) The control of which
devices and recalculate call type and default codes received by the system which are not data is added to the call setup is expected to be
priority based on supporting data. represented in system’s authoritative call accomplished through data Rights Management
type list. Unrecognizable call types are mechanisms, with preset definitions of what data
those call type codes that have an intended should be added, where available, possibly by call
match in system tables but the received code type. If any of the supporting data affects call
Description: is garbled or otherwise unidentifiable. routing, the initial call type and default priority
This activity addresses system and network This activity also supports the system capability will be recalculated to reflect those changes.
capability to automatically identify types or to add additional data to the 9‑1‑1 call setup
classifications of calls (like telematics, ACN, itself (e.g., additional location and call type
silent alarms, and similar automated calls) and information, or links to outside data sources)
assign a default priority. Call type and priority for the sake of facilitating call processing. This Assumptions:
then contributes to or helps guide call treatment, activity is distinguished from the capability of a
routing, and processing, depending on the call taker (or a responder downstream of the call)
characteristics of the call type involved. The to access additional beneficial data once the call

9-1-1 Sys. Ops.
9-1-1 Sys. Ops.
To view ITI go to page 7-9.

Sys. Reqs.
Appendices
Activity: [CT-REGCT] Identify Call Type; Record Initial Call Type
Introduction
Service Area: Call Treatment [CT] Analyst: Wesley Chen, Dan Landau
Role(s): SYS Domain Expert: Jim Lockard, Roger Hixson, Rick Jones, John Chiaramonte
Entry Points
CT-CAUTH
SR
Application (System) 13
SR SR SR
SF__Determine SF__Error Check: SF__Compare 03 SF__Update Call
No 01 12 03
Call Type and The Call Type is Valid Call Type: Type Data:
Priority: checked to ensure Is Call Type Ensure the Call Valid Call Add Call Type to
Yes Yes
For call routing it is not garbled or Recognizable? Type matches a Type? Call Stream and
SF__Read Data
Does unrecognizable defined Call Type Call Detail Record
from Call Stream:
call have only
To determine Call
ANI or limited No
Type
pointer data?
SF__Receive ANI: SF__Retrieve ALI: 01 SF__Set Caller
SR SR SF__Assign
Read 04 05
Receive the ANI Retrieve the ALI Location: Default Call Type:
(or pseudo-ANI) information Update Caller Location No Derive a Call Type Update
Read Read Update
Yes delivered with the associated with to Call Stream and if Call Type field is
Read call the delivered ANI Call Detail Record invalid
Update Update Read

Read Data
Acceptable Call Types must
04 05 06
02 include those delineated in
Call Call Call Call
NENA 02-010, in addition to
Stream Stream Stream Stream
Next Generation concerns
(e.g., IP devices)
Call Detail Record Business Rules Business Rules Call Detail Record
Business Rules
MPC/VPC ALI ALI Database Database Database Database
Database
SR
01 SR-REGCT-01: The SR
SR-REGCT-03: The SR-REGCT-03-02: The SR SR-REGCT-04: The SR-REGCT-04-02: The EL-01 If the 9-1-1 call was EL-05 Contains the
03 01 05
system shall use call system shall validate system shall ensure
04
system shall assign a system shall indicate to placed using a non-NG Authoritative Call Type List
type data as defined in incoming Call Type. that the incoming call default Call Type for the call taker whether device, the Call Type is with all Acceptable Call
NENA Standard matches a predefined calls received with an the Call Type of a call read from the ALI data Types
Formats & Protocols SR-REGCT-03-01: The Call Type undefined Call Type. was changed by the associated with the call
for ALI Data Exchange, 06 EL-06 Contains default Call
system shall ensure system as the result of
ALI Response & GIS Types
that the incoming call SR-REGCT-03-04: The SR-REGCT-04-01: The a received undefined
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
Mapping (NENA-02- 02 EL-04 ALI contains the
includes the fields system shall provide system shall determine Call Type. traditional Call Type
010) to perform call delineated in NENA the capability to allow a an appropriate Call
treatment. information
02-010 system administrator to Type for calls received SR-REGCT-05-01: The
SR-REGCT-01-01: The read an expected Call with an undefined Call system shall indicate to
03 EL-03 The usable Call Type
system shall use the SR-REGCT-03-03: The Type definition. Type. the call taker whether
will be delivered with the
following data to system shall provide the Call Type of a call
SR-REGCT-03-06: The SR SR-REGCT-05: The call to the call taker via the
determine Call Type: the capability to allow a was changed by the
05
system shall assign a Call Stream and Call Detail
system as the result of
Sys. Reqs.
A) Emergency system administrator to Record
the capability to allow a default Call Type for a received
Location create new Call Type
system administrator to calls received with an unrecognizable Call
B) Class of Service definitions.
delete Call Type unrecognizable Call Type. 04 EL-04 Contains call
C) Type of Service
SR-REGCT-03-05: The definition. Type. treatment rules that
SR
12 SR-REGCT-12: The system shall provide determine call Call Type
SR-REGCT-03-07: The SR
SR-REGCT-13: The and the default Priority
system shall be able to the capability to allow a 13
system shall provide system shall record the
Appendices
detect any system administrator to
the capability to allow a original Call Type when Internal
unrecognizable formats update Call Type
system administrator to a received call type is
or garbled data in the definition.
save Call Type a) unrecognizable, b)
External
Call Type.
definition. undefined
Activity: [CT-REGCT] Identify Call Type
Activity: [CT-REGCT] Identify Call Type; Add Supporting Data

Introduction

Service Area: Call Treatment [CT] Analyst: Wesley Chen, Dan Landau
Role(s): SYS Domain Expert: Jim Lockard, Roger Hixson, Rick Jones, John Chiaramonte
Entry Points FR Only intended to add

06
CT-REGCT; Record Initial Call Type supporting data that affects

routing and call handling
decisions (e.g., Call Type,
Priority)
No
SR SR SR SR SR
07 08 09 10 11
SF__Examine SF__Retrieve SF__Recalculate Call SF__Update Call SF__Update Call Detail
Business Rules: Are there Selective Type and Priority Stream Record: CT-ROLOC
To Identify sources of Supporting Data: When supporting data When Call Type or With Recalculated Call Recognize
Yes
Sources of supporting data From identifed affects call routing Priority is Type and Priority Originating
Supporting Data to add? sources Recalculated Decision Details Location
Read Read Read Read Update Read Update
Data
07 08 09
Call Stream
Call Detail Business Business Business Call Detail
Supporting
Record DB Rules DB Rules DB Rules DB Record DB
Data Sources
FR
06 FR-REGCT-06: The SR
SR-REGCT-07: The SR
07
SR-REGCT-08: The SR
SR-REGCT-10: The 07 EL-07 Contains supporting
system shall provide system shall determine
08 10
system shall be able to system shall have the data sources for various
the capability to add additional supportive automatically retrieve ability to update the Call Types
identified data items data for the call based or query data from call stream (i.e., Call
according to NENA on the Essential Call supporting data Type, Priority) to affect
Technical Information Data.
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.
sources. call routing.

Document on the EL-08 Contains call
SR-REGCT-07-01: The 08
Interface between the SR treatment rules that
E9-1-1 Service system shall identify 09 SR-REGCT-09: The
SR determine call Call Type
Provider Network and how to access the system shall be able to 11 SR-REGCT-11: The
and Priority
the Internet Protocol supporting data (e.g., automatically process system shall be able to
(IP) PSAP (NENA-08- IP address of server). the retrieved data and update the call detail
501) to data associated make a decision on record with selective EL-09 Contains rules on
09
with Call Stream. SR-REGCT-07-02: The whether or not to data, based on what details to write to the
Sys. Reqs.
system shall maintain change the Call Type business rules, from Call Detail Record DB
the credentials to allow or Priority, based on supporting data
FR-REGCT-06-01: The
access to the business rules. sources and a pointer
system will check the
supporting data. to the full data set, in
supporting data to SR-REGCT-09-01: The order to document the
determine if the Call system shall not make functions performed in
Type or Priority needs any changes to the this activity.
to be updated.
Appendices
Call Type or Priority if Internal

nothing in the
supplemental External
information retrieved
affects call call routing
Activity: [CT-REGCT] Identify Call Type
rules.
Introduction
ITI-REGCT-01 Read Call Stream Data Caller Call Stream Electronic System CPE ANI, pointer data, emergency location, Ad hoc Text
Data class of service, and type of service.
ITI-REGCT-02 Read ALI Information External ANI/ESQK/ Electronic System CPE Caller location. Ad hoc Text
for Traditional Calls ALI Database
ITI-REGCT-03 Write Traditional System CPE Electronic System Call Stream Caller location. Ad hoc Text
Caller Location Data
ITI-REGCT-04 Write Traditional Caller System CPE Electronic System Call Detail Caller location details. Ad hoc Text
Location Details Record
Database
ITI-REGCT-05 Read NG Call Type Caller Call Stream Electronic System CPE Call Type data, including a) emergency location, Ad hoc Text
Data b) class of service, and c) type of service.
ITI-REGCT-06 Read Call Treatment Rules System Business Rules Electronic System CPE Call treatment rules, and default priority. Ad hoc Text
Database
ITI-REGCT-07 Read Acceptable Call Types System Business Rules Electronic System CPE Acceptable Call Types. Ad hoc Text
Database
ITI-REGCT-08 Read Default Call Type System Authoritative Electronic System CPE Default Call Type information. Ad hoc Text
Call Type List
ITI-REGCT-09 Write Call Type and Priority System CPE Electronic System Call Stream Call Type and priority data of current call. Ad hoc Text
Data
ITI-REGCT-10 Write Call Type and System CPE Electronic System Call Detail Call Type and priority data of current call. Ad hoc Text
Priority Record Record
Database
ITI-REGCT-11 Read Supporting Data System Business Rules Electronic System CPE Supporting Data retrieval rules. Ad hoc Text
Source Rules Database
ITI-REGCT-12 Read Supporting Data Sources System Supporting Electronic System CPE Supporting Data for current call. Ad hoc Text
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
Data Sources
ITI-REGCT-13 Read Call Treatment Rules System Business Rules Electronic System CPE Call Treatment rules, and default priority. Ad hoc Text
Database
ITI-REGCT-14 Write Call Type and Priority System CPE Electronic System Call Stream Call Type and priority data of current call. Ad hoc Text
Data
ITI-REGCT-15 Read Call Detail Record System Business Rules Electronic System CPE Documentation rules for writing Ad hoc Text
Sys. Reqs.
Documentation Rules Database to the Call Detail Record.
ITI-REGCT-16 Write Call Type and System CPE Electronic System Call Detail Call Type and priority data of current call. Ad hoc Text
Priority Record Record
Database
Appendices

Introduction
Proof-of-Concept
Call Treatment [CT]
Role Key
Route Call to PSAP [CT-RTPSP] ALL - ALL Roles

CT - Call Taker
Role(s): NTA, SYS NA - Network Adminstrator
Goal: Description: Assumptions:

Route call from the initiator and call-originating This activity is the actual routing of a 9‑1‑1 call
service to the appropriate destination based event to one or more appropriate destinations
on identified call treatment including location based on caller location, routing policy, media
information received (civic or geospatial). choices, language preferences, and other
business rules. Multiple destinations may be
involved in a coordinated relationship depending
on the nature of the event (e.g., a large-scale
disaster event), and its location (e.g., if the
determined location accuracy is not sufficient
to specifically identify a single destination).

9-1-1 Sys. Ops.
9-1-1 Sys. Ops.
ITI-RTPSP-01 Read Call Type, Caller Location Caller Call Stream Electronic System CPE Call Type and caller location. Ad hoc Text
Data
ITI-RTPSP-02 Read GIS System GIS Database Electronic System CPE Geospatial data and query results. Ad hoc Text
ITI-RTPSP-03 Read Service Routing Rules System Service Routing Electronic System CPE Service routing rules. Ad hoc Text
Database
Sys. Reqs.
ITI-RTPSP-04 Read Destination System Business Rules Electronic System CPE Destination business rules. Ad hoc Text
Business Rules Database
ITI-RTPSP-05 Read Destiontion Limit/Status System Destination Electronic System CPE Destination capacity and status. Ad hoc Text
Status Database
ITI-RTPSP-06 Write Routing Decision System CPE Electronic System Call Stream Call routing pointer. Ad hoc Text
Appendices
Data
ITI-RTPSP-07 Write Routing Decision Details System CPE Electronic System Call Detail Call routing pointer and routing decision details. Ad hoc Text
Record
Database
Activity: [CT-RTPSP] Determine Treatment and Route to PSAP; Call Routing Facilitator: Brad Colvin Modified on 10/05/07 @09:47
Introduction
Analyst: Wesley Chen
Service Area: Call Treatment [CT] Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones, Jim Lockard
Role(s): NTA, SYS
Entry Points
1. CT-ROLOC
Notification of
Call Treatment and Status
OA-MNFTR
Manage
Network No (within TBD seconds) SR
No Faults and 03
SR SR SR SR Recovery
04 SR SR
01 01 01 03 05
03 01
SF__Read Call SF__Calculate SF__Check SF__Route Call SF__Return SF__Update Routing
Stream Destination Pointer 02 Destination Availability Data Packets: Was Call Status of Call Details: CT-CAUTH
Information: Based on Routing For Destination/ Is Destination To the available Acknowledgement Treatment: To Call Stream and
Yes Yes Call
Read from Call Policy Network Congestion Available? destination Received from (Busy, Error, Call Detail Record Authentication
Stream Destination? Success, etc.)
Read
Read Update
Read PSAP Limit/Status Update
Data
FR
02
Call Call
Stream Stream
GIS Selective Business Destination
Call Detail Record
Database Router Rules Status
Database
Database Database Database Requirements / Description
FR SR
SR
01
SR-RTPSP-01: The SR-RTPSP-01-04: The 02 FR-RTPSP-02: The SR-RTPSP-03-01: The system SR-RTPSP-04-01: The system SR-RTPSP-04-05: The system 05 SR-RTPSP-05: The system
system shall route calls system shall determine system shall provide shall be designed with shall determine the next available shall provide a visual indication at shall be able to physically
based on the the proper treatment the capability for the sufficient bandwidth to support destination pointer if the current the designated overflow PSAP route the call to the determined
associated call for fragmented Call network administrator the predetermined limit of is not available or accessible for that they are now receiving destination.
treatment process. Type records. to dynamically make simultaneous calls using the any reason. overflow calls from the original
changes to the routing type of call technology PSAP with identification of the 03 EL-03 This step may not
SR-RTPSP-01-01: The SR-RTPSP-01-05: The policy. supported that has the highest SR-RTPSP-04-02: The system original PSAP. necessarily read from a
system shall be able to shall track when Fall-Back
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
system shall determine bandwidth requirement. database when
read fields from the call SR
SR-RTPSP-03: The system Location Information is presented SR-RTPSP-04-06: The system
the proper treatment 03 implemented.
stream as input to shall support the ability to to the call taker as location data. shall be able to overflow IP 9-1-1
for incomplete Call SR-RTPSP-03-02: The system
determine how to route establish a pre-determined calls to a traditional 9-1-1 PSAP,
Type records. shall be capable of negotiating
the call. limit on the total number of SR-RTPSP-04-03: The system with the associated location data,
for the highest quality of shall provide a visual indication at to the extent the traditional 9-1-1
SR-RTPSP-01-06: The simultaneous 9-1-1 calls service supported by the 9-1-1
SR-RTPSP-01-02: The the original PSAP that calls are network supports connectivity
system shall send a presented to the PSAP, caller’s equipment and the
system shall be able to overflowing. (i.e. shares access to the same
status message to the regardless of what technology PSAP’s 911 system in order to
handle calls that selective router, can transfer calls
telecommunications
Sys. Reqs.
was used to deliver each get the best audio /video
involve error cases EL-01 This process uses and data between selective
device based on individual call; and, at the available 01
(garbled ANI, ANI Call Type, Caller Location, routers, etc.).
identified call option of the PSAP, when the
failure, no location and Service Routing Rules
treatment. pre-determined limit has been SR
SR-RTPSP-04: The system shall
data), based on service 04
to generate a destination
02 EL-02 If all destination
reached, provide alternate call be able to overflow 9-1-1 calls points fail, a default or final
routing rules. SR-RTPSP-01-07: The pointer. Service routing
treatments. (i.e., flexible directly to another designated destination pointer may be
SR-RTPSP-01-03: The system shall be able to queuing, network busy signal rules may also take media
backup IP PSAP, or multiple used.
provide an alternate
Appendices
system shall determine or message, interactive voice PSAPs, using agreed upon, choices, language
the call treatment for call treatment when a response, rollover to an preferences, and other
predetermined criteria at both the
each call based on call call cannot be alternate PSAP, etc.) business rules into
sending and receiving PSAPs,
type, location, and immediately answered consideration. In some
including the receiving PSAP’s
service routing rules. because of call volume cases, this could be multiple Activity: [CT-RTPSP] Determine Treatment and Route to PSAP
total call load.
pointers.

Proof-of-Concept
Introduction
Call Treatment [CT] Role Key
Document Call Detail Information [CT-LGCAL]

ALL - ALL Roles
CT - Call Taker
Role(s): SYS
Proof-of-Concept: False SYS - NG9-1-1 System
References: NENA-i3
State Diagram:
Goal: Type, network processing data (e.g. last hop, State Description: The states of a call within the NG9-1-1 System
routing information reference tags), and caller
Preserve a record of call information in a data file. classification. The Call Detail Record information In Transit
provides one piece of the formal Call Record. Call Call Traversing Originating
Service Provider Network Lost
The system also captures information the call Call Placed
Abandoned Hang-Up
Call Traversing Access
Description: taker manually enters to document details about Initiated Service Provider Network
a call, a telephone number, or a location. This
The system captures initial call information
information may include supplemental data
and call progress data at each functional entity
from a call taker search or may be information
handling a call or message (essentially all service/ Authenticated Call In Transit
supplied by the caller. Call Detail Record and
information provisioning, routing, and signaling
Call Recording comprise a Call Record.
entities), and as a record of the call/message Accepted at PSAP
arrival within the PSAP. System applications The length of time Call Records are archived
store call progress timing, originator, identity is a matter of state or local laws or regulations. In Queue
of networks and routers used in the call, ANI The system must meet those requirements. The In Process
information, assigned call taker, call transfers, two components of a Call Record must be linked Assigned Answered
and length of call. Supportive data automatically so they can be retrieved together. Calls may
added to the call is included. Call Records be retrieved by searching for a variety of data
are accessible by authorized administrators elements collected during a call (e.g., date, time,
On Hold Conference Transfer
for reporting and analysis. The call log must ANI, ALI, call taker identification, call type)
contain date, time, and duration at a minimum.
The call detail record reads information from
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.
the Call Stream to document the path of the call Disconnect

through the NG9‑1‑1 system. The Call Stream Glossary
information captured as part of the Call Detail Assumptions: Abandoned Call has been initiated to 9-1-1 and accepted for answer. The communications link is severed prior to the 9-1-1 call
Record include: date, Time of day, packetized being answered by a 9-1-1 operator. Detailed call information is still delivered to the 9-1-1 PSAP.
Accepted: Authenticated Call has arrived at the appropriate PSAP over the Emergency Services Internetwork.
voice, packetized text, packetized video, Answered: Call Taker has an open communications link with the caller and the communications device is in use.
Sys. Reqs.
packetized supplemental data (e.g. telematics, Assigned: Call has been allocated to a specific Call Taker or resolution queue based upon call distribution rules.
ACN), service originator code, location, Call Authenticated: Call has been established as a genuine 9-1-1 call from an approved service provider network.
Conference: Call Taker has brought one or more parties into the communications conversation.
Disconnect: Call Taker has ended the call. Communications link is severed.
Hang Up The call has passed through the Emergency Services Internetwork and has been answered by a 9-1-1 operator. The
initiating caller has ended the communication link after the 9-1-1 operator has answered the call.
Information Transaction Inventory (ITI): Hold: Call Taker has not terminated the connection but no communication with the caller is possible until the call is removed
Appendices
from hold.
To view ITI go to page 7-14. In Process: Call has been answered by a Call Taker and a communications link is active between the Caller and the Call Taker.
In Queue: Call is being processed by call distribution tools to be assigned to the appropriate Call Taker or queue.
In Transit Call is being distributed within the Emergency Services Internetworks and to the appropriate PSAP or agency.
Transfer: Call Taker has brought a third-party into the conversation with the intention of turning control of the caller to that third-
party.
Activity: [CT-LGCAL] Document Call Detail Information; Log Call
Introduction
Service Area: Call Treatment [CT] Analyst: Dan Landau
Role(s): CT, SYS Domain Expert: Roger Hixson, Rick Jones, Jim Lockard, John Chiaramonte
Entry Points
CT-PNWBS
CT-ROLOC
CT-CAUTH CT-REGCT CT-RTPSP Provide CA-MNQUE
Recognize CR-RCCAL
Call Identify Call Route Call to Network Manage Call
Originating Record Call
Entry Points
Authentication Type PSAP Bridging Queues

Location
Services
CP-VFLOC CR-OSSDT
CP-DTNAT CP-UCLOC CP-ECONF
Determine Obtain CR-TRCIN
Update Mobile
CA-ANSCL CA-INTCB Determine Establish Supportive or CR-ENDCL
and Verify Caller's Transfer Call
Answer Call Initiate Call Nature of Location Conference Supplemental End Call
Location of Data Post Call Records
Emergency Information Call
Emergency Delivery
Archiving and data

management tasks
Data Captured accomplished within the
Directly from Call No
FR FR FR FR DA-MTDBC activity
03 04 05 06 DA-MTDBC
Stream Manage
SR SF__Read Call Stream SF__Write Call Detail FR
01 07 Database
Read call stream fields Record Content
Yes into the Call Detail Write data to Call Detail
Record Record keeping a
detailed change history.
Read Create/Update
Data
SR
02
DR
Call Stream 01
Call Detail Record

Database
SR SR-LGCAL-02: The SR SR-LGCAL-01: The DR DR-LGCAL-01-01: The FR FR-LGCAL-06: The

02 01 01 06
system shall provide system shall Call Detail Record shall system shall provide
the capability to store automatically log the contain: a) Date, b) the capability to delete
local call logs at an Call Detail Record. Time, c) packetized a Call Detail Record.
designated alternate supplemental data, d)
SR SR-LGCAL-01-02: The FR-LGCAL-07: The
location. 01 service originator code, FR
system shall read the 07
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
e) Caller Location, f) system shall provide
Call Stream to the capability to save a
Call Type, g) network
populate the Call Detail Call Detail Record.
processing data, h)
Record.
caller classification
FR FR-LGCAL-03: The
03
the capability to create
a Call Detail Record.
Sys. Reqs.
FR FR-LGCAL-04: The
04
the capability to read a
Call Detail Record.
FR FR-LGCAL-05: The
05
Appendices
the capability to update
a Call Detail Record.
Activity: [CT-LGCAL] Document Call Detail Information

Introduction

CT-LGCAL-01 Add Call Authentication Call Stream CT-CAUTH Electronic Call Detail Call Detail Service provider and final authentication status. Real-time Text
Verification Record Record Database
CT-LGCAL-02 Caller Location Call Stream CT-ROLOC Electronic Call Detail Call Detail Call location received from the communications Real-time Text
Record Record Database device, and Authoritative Default Location.
CT-LGCAL-03 Add Call Type Information Call Stream CT-REGCT Electronic Call Detail Call Detail Call Type. Real-time Text
to Call Detail Record Record Record Database
CT-LGCAL-04 Last Hop of Call Route Call Stream CT-RTPSP Electronic Call Detail Call Detail Last hop routing information. Real-time Text
Record Record Database
CT-LGCAL-05 Network Bridge linkage System CT-PNWBS Electronic Call Detail Call Detail Network Bridge troubleshooting Real-time Text
information Record Record Database information including: date, time,
duration of communications
connection, and connection type.
CT-LGCAL-06 Call Queue Tracking System CA-MNQUE Electronic Call Detail Call Detail Queue call is placed in, time in queue, Real-time Text
information Record Record Database and destination call taker workstation.
CT-LGCAL-07 Store Call Detail Record Call Stream CT-ANSCL Electronic Call Detail Call Detail Call Detail information including: phone # Real-time, Text,
Record Record Database (ANI), call time, elapsed time in status, access ad hoc Graphics
method, call status, call taker workstation.
CT-LGCAL-08 Read Call Detail Record System CA-INTCB Electronic Call Taker Call Detail Call Back Number. Real-time, Text
CT-LGCAL-09 Nature of Emergency Call Taker CP-DTNAT Electronic Call Detail Call Detail Documentation of nature of emergency. Real-time Text
CT-LGCAL-10 Location of Emergency Call Taker CP-VFLOC Electronic Call Detail Call Detail Actual location of emergency, as Real-Time Text,
Record Record Database verified by the call taker. Graphics
CT-LGCAL-11 Caller Location Call Stream CP-UCLOC Electronic Call Detail Call Detail Caller location, updated upon request or Real-time, Text,
Record Record Database captured as part of real time tracking. ad hoc Graphics
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.
CT-LGCAL-12 Conference Call Request Call Taker CP-ECONG Electronic Call Detail Call Detail Conference participants. Real-time Text
CT-LGCAL-13 Call Recording association System CR-RCAL Electronic Call Detail Call Detail Unique identifier to associate Call Recording Upon Text
Record Record Database with the corresponding Call Detail Record. Creation
CT-LGCAL-14 Suppportive or System CR-OSSDT Electronic Call Detail Call Detail Supplemental or Supportive Data Real-time, Text,
Supplemental Data Record Record Database collected during call processing. ad hoc Graphics
Sys. Reqs.
CT-LGCAL-15 Data Transferred Call Stream CR-TRCIN Electronic Call Detail Call Detail Data recipient, time of transfer, Upon Text,
Record Record Database and contents of data transfer. Transfer Graphics
CT-LGCAL-16 End Call Call Stream CR-ENDCL Electronic Call Detail Call Detail Final update to all date and time stamps. Real-time Text
Appendices


Notes
9-1-1 System Operations Segment: CT | 7-15

9-1-1 Sys. Ops.

Introduction
Proof-of-Concept
Call Treatment [CT]
Role Key
Provide Network Bridging Services [CT-PNWBS] ALL - ALL Roles

CT - Call Taker
References: NENA 58-001, NENA-i3 SYS - NG9-1-1 System
Goal: and to manage that conferencing and sharing.

Ensure that all system and network entities are Network bridging services are implemented by the
able to conference and share data as appropriate system when a call taker establishes a conference
and beneficial to call treatment and processing. call [CP-ECONF] connecting multiple parties.
This activity addresses network and system
service functions necessary for system call
taking and response entities to conference
and share data as appropriate and beneficial
to call treatment, processing, and incident
management. The service functions involved
should allow any PSAP to conference and share
data with any other PSAP (available through all
interconnections, both domestic and international),

9-1-1 Sys. Ops.
9-1-1 Sys. Ops.

ITI-PNWBS-01 Update Call Detail Record System CPE Electronic System Call Detail The following information about the network Real-time, Text,
Record Database bridge attempt: a) initiating party, b) intended ad hoc Graphics,
Sys. Reqs.
participants, c) network bridge type, d) time Video

of network bridge attempt initiation, and e)
date of network bridge attempt initiation.
ITI-PNWBS-02 Update Call Detail Record System CPE Electronic System Call Detail Rejection of network bridge request. Real-time, Text
Appendices
ITI-PNWBS-03 Update Call Detail Record System CPE Electronic System Call Detail Success or failure of network bridge request. Real-time, Text
Activity: [CT-PNWBS] Provide Network Bridging Services; Establish Network Bridge Facilitator: Brad Colvin Modified on 10/05/07 @09:46
Introduction
Analyst: Dan Landau
Service Area: Call Treatment [CT] Domain Expert: Roger Hixson, Rick Jones, Jim Lockard
Role(s): SYS
Yes
FR Network Bridge Request Voice channels linked in
Entry Points Alert Message to Call Taker Acknowledgement
04 CP-ECONF
to Call Taker
CP-ECONF
CR-TRCIN FR
Call taker 01
CP-VFLOC requests network / Request
Call Taker
conference bridge Busy Signal / Data Received Additional
Processes Call
CA-MNQUE Destination Host Successfully or Bridge?
per jurisdiction-
Unreachable Unsuccessfully specific SOPs
CP-IDRES
Conference/
Transfer
No
No Application (System)
CP-ECONF
Alternate Bridge CA-MNQUE CR-TRCIN
Establish
Yes Bridge Type No Automatically Yes Manage Call Transfer Call
Conference
Defined? Requested? Queue Records
SR SR
Call
SF__Determine SF__Lookup: SF__Determine
06 07
Bridge Determine the Bridge Type:
Participants: contact method Choose bridge No
Update Update
No
With whom to and info for the type and open Call Detail queue info
connect and why requested bridge channel Record
FR SF__Receive FR SF__Establish
02 03
Bridge
The Call Type of the call may Acknowledgement Communications Automatically CA-MNQUE
Request of Bridge Type: Channel
The system requests impact the assigned priority Yes Requested? Manage Call
Accepted? Negotiation and
a bridge priority and/or bridge type Update Queue
(e.g., voice, video, interactive, Call Detail Record handshake
data sharing / push) Yes
Data Update
Call Detail Record
Call Detail Record Call Detail Record

Call Detail Record
Database Database
Requirements / Description Database
FR SR FR FR FR
04 FR-PNWBS-04: The 07 SR-PNWBS-07: The SR-PNWBS-07-04: 02 FR-PNWBS-02: The 03 FR-PNWBS-03: The 01 FR-PNWBS-01: The
system shall provide system shall determine The system shall log system shall provide system shall provide system shall provide
the capability to accept the contact method for conference bridge the capability to identify the capability to bridge the capability to
bridge requests. the parties with whom requests, including: a) all bridged parties. requested parties into automatically connect
a bridge is requested. time/date, b) all bridge a conference call. multiple parties based
participants, c) bridge FR-PNWBS-02-01: on Call Detail Record.
type, d) bridge status. The system shall
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
SR-PNWBS-07-01: FR-PNWBS-03-01:
provide the capability
The system shall The system shall
SR-PNWBS-07-05: to allow all bridged
determine the contact provide the capability
SR The system shall alert parties access to the
06 SR-PNWBS-06: The information for the for the call taker to
the call taker in the unique call identifier.
system shall have the parties with whom a control the
event of an successful
capability to bridge is requested. communication and
bridge setup.
automatically initiate a FR-PNWBS-02-02: data received by the
bridge request. The system shall caller.
SR-PNWBS-07-02:
Sys. Reqs.
SR-PNWBS-07-06: provide the capability
The system shall
SR-PNWBS-06-01: The system shall alert to allow all bridged
choose a bridge type
The system shall the call taker in the parties to identify all
based on Call Type of
determine the event of an bridged parties.
the call.
appropriate entities unsuccessful bridge
with which to initiate an setup.
SR-PNWBS-07-03:
automatic bridge
The system shall be
Appendices
request.
capable of establishing
bridges of the following
types: a) voice, b)
video, c) interactive
data sharing. Activity: [CT-PNWBS] Provide Network Bridging Services

Introduction
Proof-of-Concept
Call Treatment [CT]
Role Key
Call Authentication [CT-CAUTH] ALL - ALL Roles

CT - Call Taker
References: IETF RFC-3647, IETF RFC-4474, NENA 02-502, NENA 04-503, NENA 08-001, NENA 58-001 SYS - NG9-1-1 System
Goal: a list of approved provider credentials and other the NG9‑1‑1 system as well as at a PSAP and Assumptions:
authorization lists. If the provider credential is the authentication rules may be different for each
The call authentication process ensures that verified successfully, the call will be allowed to entry point. The rules can explicitly permit or
the appropriate entity, such as the originating enter the NG9‑1‑1 system and is directed to the deny access to the NG9‑1‑1 System or PSAP. For
provider or other responsible party, has been appropriate PSAP normally. If the credential is example, a PSAP may need to deny access to a
granted permission to access the system. not successfully verified because it is not on the specific caller, based on local policy / statute (e.g. a
approved provider list, is explicitly blocked by the device making repeated and malicious false calls)
PSAP, or various other reasons, an error message
will be generated and the call will be distributed
Description:
based upon authentication policy. Unverified
The call authentication process will include calls may be directed to a particular PSAP or
checking for the appropriate credential other entity for handling and call analysis. The
information in the incoming call stream against call is authenticated both at the point of entry of

ITI-CAUTH- Read Call Source Caller Call Stream Electronic System CPE Call source/service provider. Ad hoc Text
01
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.
ITI-CAUTH- Read Call Valid Certificates System Certificate Electronic System CPE Valid source/service provider certificates. Ad hoc Text
02 Database
ITI-CAUTH- Read Access Control Details System Access Control Electronic System CPE Entities that are explicitly Ad hoc Text
03 Database permitted or denied access.
ITI-CAUTH- Write Call Stream Information System CPE Electronic System Call Detail Call source/service provider. Ad hoc Text
Sys. Reqs.
04 Record
Database
ITI-CAUTH- Write Certificate Details System CPE Electronic System Call Detail Valid certificate. Ad hoc Text
05 Record
Database
Appendices
ITI-CAUTH- Write Audit Log Details System CPE Electronic System Audit Log Call validation failures. Ad hoc Text
06
ITI-CAUTH- Read Error Message Rules System Business Rules Electronic System CPE Error message rules (e.g., refusal Ad hoc Text
07 Database messages, error types).
Activity: [CT-CAUTH] Call Authentication; Allowing Only Authorized Calls Modified on 10/05/07 @09:46
Introduction
Service Area: Call Treatment [CT] Analyst: Wesley Chen
Role(s): SYS Domain Expert: John Chiaramonte, Roger Hixson, Rick Jones
Caller Notification Caller Notification
Entry Points
PSAP BCF
CT-RTPSP
Notification of Notification of
Call Refusal Call Received
SR SR
04 04
SF__Generate Call SF__Terminate

Refusal/Error Message: Connection:
No Notify Caller of Failed End the Call
SR SR SR SR
01 02 03 02
Authentication
SF__Determine SF__Create Call SF__Validate SF__Record

Call Provider Detail Record: Provider Certificate: Certificate Data:
Source: To Document Call Against a Database In the Call Detail Is certificate SR
From Reading Details of Valid Certificates / Record valid? 04
from Call Stream Access Control DB SF__Generate

05
Acknowledgement: CT-REGCT
03
SC-MNSEC Yes Notify Caller of Identify Call
Create Manage Successful Type
Read Update Network
Call Detail Record Read Read Update Read Authentication
Call Source Security
Data
01 02 04
Call Stream
Call Detail Call Detail
Record Certificate Access Record System Business Rules
Database Database Control Database Database Audit Database Database
SR
SR-CAUTH-01: The SR SR-CAUTH-03: The SR SR-CAUTH-04: The 01 EL-01 The provider or other EL-03 The Audit DB is used EL-04 This business rule
01 03 04
system shall be able to
03
system shall certify/
04
system shall not accept responsible party will be by the Manage Network database contains rules that
read call source authenticate that the un-certified or un- required to apply for Security activity to analyze govern the error message
information from the originating provider or authenticated calls certification/authentication key call authentication failures, generated in various
with system administrator. The identify network routing scenarios.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
call stream. other responsible party (beyond this initial
has been granted step). application process may include problems, and to prevent
SR
SR-CAUTH-02: The permission to deliver establishing the appropriate call security intrusions. EL-05 Generating an
02 05
system shall be able to calls. SR-CAUTH-04-01: The type(s) which will be utilized by acknowledgement to the caller
create a call detail system shall generate accessing devices, agreeing to at this stage may be optional
record to start storing SR-CAUTH-03-01: The a call refusal or error follow standardized rules since a notification is also
detailed call system of message for the user established for call stream data generated once the call is
information. authenticating provider (e.g., voice recording) if and other details. Certificates successfully routed to the
are expected to be available appropriate PSAP.
Sys. Reqs.
certificates shall be the call is not
SR-CAUTH-02-01: The deployed with strong successfully prior to entry to the NG9-1-1
system shall write the authentication (RSA- authenticated. system. Certificates can be
certificate 1024 or better, as generated by device or service/
authentication details documented in SR-CAUTH-04-02: The access/third party provider.
(successful and failed) RFC2313 [14]) using system shall generate
to the call detail record. X.509 certificates and EL-02 During Call
a notice when the call 02
Appendices
Certificate Revocation Authentication, the NG9-1-1
is successfully
Lists as profiled in RFC System or PSAP may
authenticated.
3280 [15] and best employ an Access Control
current practice. (08- DB to explicitly permit or
001) deny access.
Activity: [CT-CAUTH] Call Authentication
Notes
7-20 | 9-1-1 System Operations Segment: CT

9-1-1 Sys. Ops.
Introduction
9-1-1 System Operations Segment Service Area
7.2 Security
7.2 Security Administration
Administration [SC] The Security Administration Service Area
[SC-MNSEC] Manage Network Security activities are dedicated to setting up, managing,
Role: NTA, SA
Proof-of-Concept: Yes authenticating, and maintaining a secure
References: NENA-i3, NRIC VII-1B, NRIC VII-1D environment across all NG9‑1‑1 enterprise systems.
Goal: Ensure managed access to network
resources, ensure data integrity, and provide usage
auditability.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
[SC-LOGIN] Login
Role: ALL
References: N/A
Sys. Reqs.
Goal: Authenticate and provide system access to
users.
Appendices
Figure 7–2: Security Administration Service Area
October 10, 2007 | Version 2.0 9-1-1 System Operations Segment: SC | 7-21

Introduction
Proof-of-Concept
Security Administration [SC]
Role Key
Manage Network Security [SC-MNSEC] ALL - ALL Roles

CT - Call Taker
Role(s): NTA, SA NA - Network Adminstrator
Goal: Assumptions:
Ensure managed access to network resources,
ensure data integrity, and provide usage auditability.
Description:
This activity provides the capability and tools to
monitor network security across the enterprise;
collect and manage enterprise security audit
information; and detect, analyze, identify,
and resolve potential security threats.
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.

FR-MNSEC-01 The system shall provide the capability to monitor network security.
FR-MNSEC-02 The system shall provide the capability to manage security audit data.
FR-MNSEC-03 The system shall provide the capability to detect network security threats.
FR-MNSEC-04 The system shall provide the capability to analyze potential security threats.
Sys. Reqs.
FR-MNSEC-05 The system shall provide the capability to log identified security threats.
Appendices
7-22 | 9-1-1 System Operations Segment: SC Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Security Administration [SC]
Role Key
Login [SC-LOGIN] ALL - ALL Roles

CT - Call Taker
Role(s): ALL NA - Network Adminstrator
Goal: Assumptions:
Authenticate and provide system access to users.
Description:
This activity provides the capability for all
user roles to access the NG9‑1‑1 environment.
Users are authenticated based on user ID and
password. Successful authentication grants
access to the NG9‑1‑1 systems based on user
role and user account access permissions.
User identification methods include, but are
not limited to: user ID and password, retinal
scan, and biometric information scan.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
SR-LOGIN-01 The system shall provide a unique identifier for each user. SR-LOGIN-08 For each user-login action the system shall capture: a) event
SR-LOGIN-02 The system shall generate an error message for each unsuccessful system access. type, b) date, c) time, d) user identifier, and e) IP address.
SR-LOGIN-03 The system shall track user-associated auditable FR-LOGIN-09 The system shall provide the capability to monitor and log the following user
actions by the user unique identifier. access actions: a) failed attempts, b) successful logins, c) password changes.
Sys. Reqs.
SR-LOGIN-04 The system shall perform user log-on authentication, ensuring that the user can SR-LOGIN-10 The system shall prohibit a user from logging on the system after lock out.
log onto the system only at access levels for which the user is authorized. SR-LOGIN-11 The system shall authenticate system access attempts.
FR-LOGIN-05 The system shall provide the capability to log into the SR-LOGIN-12 The system shall log all system access attempts.
system based on valid user identification method. FR-LOGIN-13 The system shall provide the capability to ensure passwords
FR-LOGIN-06 The system shall provide the capability to query user access conform to TBD-XX security standards.
Appendices
audit trails by: a) date, b) time, c) user access, action event type, SR-LOGIN-14 The system shall lock out a user from the system
d) user identifier, e) browser type, and f) IP address. after TBD-XX failed login attempts.
SR-LOGIN-07 The system shall enable user access audit trails to be maintained and protected. FR-LOGIN-15 The system shall provide the capability for a system
administrator to reset the system lock out counter.
October 10, 2007 | Version 2.0 9-1-1 System Operations Segment: SC | 7-23
Notes
7-24 | 9-1-1 System Operations Segment: SC

9-1-1 Sys. Ops.
Introduction
7.3 Database
Administration [DA]
[DA-MTDBC] Manage Database Content
Role: DBA, SA
02-013, NRIC VII-1B, NRIC VII-1D
Goal: Provide the capability to manage and maintain

the logical database structure supporting the NG9-1-
1 enterprise database environment.
[DA-MTDBI] Populate and Maintain 9-1-1 Data

Interfaces
Role: DBA
02-013, NENA-i3, NRIC VII-1B, NRIC VII-1D
Goal: Provide the capability to update and modify the

metadata database based on changes in data 9-1-1 System Operations Segment Service Area
standards or enterprise databases.
7.3 Database Administration
The Database Administration Service Area
[DA-PADCT] Publish Authoritative Data Content
provides activities needed to create, update, and
Role: DBA maintain all of the NG9‑1‑1 databases. Service
References: N/A
area activities also provide database administrators
with views into database performance, resource
Goal: Establish and publish to authenticated users
various data content related to system databases
allocation, structure, and content. The data
supporting functions such as location validation, call architect and the database administrator are
routing, rights management, and data routing.
the primary actors for these activities.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
[DA-PFDBT] Perform Database Auditing
Role: SA
References: NRIC VII-1B, NRIC VII-1D
Sys. Reqs.
Goal: Audit the accuracy of the NG9-1-1
database(s).
Appendices
Figure 7–3: Data Administration Service Area
October 10, 2007 | Version 2.0 9-1-1 System Operations Segment: DA | 7-25

Introduction
Proof-of-Concept
Database Administration [DA]
Role Key
Manage Database Content [DA-MTDBC] ALL - ALL Roles

CT - Call Taker
Role(s): DBA, SA NA - Network Adminstrator
References: NENA 02-010, NENA 02-011, NENA 02-013, NRIC VII-1B, NRIC VII-1D SYS - NG9-1-1 System
Goal: information for the service area, accessible by Database, Service Routing Database, ANI/ALI
call originators and vendors. This activity fully Database, and Responding Agency Database.
Provide the capability to manage and maintain supports problem resolution along with normal
the logical database structure supporting the database upgrades. Users performing this activity
NG9‑1‑1 enterprise database environment. will work to resolve identified error conditions in
order to provide highly accurate system functions. Assumptions:
This activity provides the capability to

Description: perform a complete cataloging, reporting, and
maintenance function to document and manage
This activity provides the tools, policies, and
the NG9‑1‑1 database inventory according to
processes to create and manage the logical
all established retention, recovery, and security
structures for the NG9‑1‑1 enterprise environment,
policies. Current NG9‑1‑1 conceptual data
including all logical schema structures. These
repositories include: Call Record Database,
structures include error correction management,
Call Detail Record Database, Call Recording
location validation, and other databases. This
Database, Civic Address Information Database,
activity supports maintenance of valid address
GIS Layer Database, Identity Management

FR-MTDBC-01 The DBMS shall provide the capability to alter the logical database structure(s). FR-MTDBC-13 The DBMS shall provide the capability to update a data record.
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.
FR-MTDBC-02 The DBMS shall provide the capability to add tables. FR-MTDBC-14 The DBMS shall provide the capability to delete a data record.
FR-MTDBC-03 The DBMS shall provide the capability to drop tables. FR-MTDBC-15 The DBMS shall provide the capability to define data archive rules.
FR-MTDBC-04 The DBMS shall provide the capability to select the SR-MTDBC-16 The system shall provide data storage capacity to maintain
logical database structure(s) for modification. TBD-08 years of data in an offline archive.
FR-MTDBC-05 The DBMS shall provide the capability to identify FR-MTDBC-17 The DBMS shall provide the capability to archive data automatically
Sys. Reqs.
error conditions in content of databases. to near-line data storage using data archive rules.
FR-MTDBC-06 The DBMS shall provide the capability to add table columns. FR-MTDBC-18 The DBMS shall provide the capability to archive data automatically
FR-MTDBC-07 The DBMS shall provide the capability to drop table columns. to off-line data storage using data archive rules.
FR-MTDBC-08 The DBMS shall provide the capability to modify table columns. FR-MTDBC-19 The DBMS shall provide the capability for a database administrator
FR-MTDBC-09 The DBMS shall provide the capability to apply a new to manually initiate an archive of specified data.
Appendices
logical structure to a system database. FR-MTDBC-20 The DBMS shall provide the capability to generate a
FR-MTDBC-10 The system shall provide mechanisms to support error correction. summary report of the data that is archived.
FR-MTDBC-11 The DBMS shall provide the capability to create a data record. SR-MTDBC-21 The DBMS shall log the history of all changes to a database record.
FR-MTDBC-12 The DBMS shall provide the capability to read a data record.
7-26 | 9-1-1 System Operations Segment: DA Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Role Key
Populate and Maintain 9‑1‑1 Data Interfaces [DA-MTDBI] ALL - ALL Roles
CT - Call Taker
References: NENA 02-010, NENA 02-011, NENA 02-013, NENA-i3, NRIC VII-1B, NRIC VII-1D SYS - NG9-1-1 System
Goal: Assumptions:
Provide the capability to update and modify
the metadata database based on changes in
data standards or enterprise databases.
Description:
This activity maintains information, contextual
and characteristic data about databases, and
supporting databases essential and/or beneficial
to the delivery and processing of a 9‑1‑1
communications event. Such data are essential
to standards and best practice compliance, and
describe the activities, people and organizations
involved, locations of data and processes, access
methods, limitations, timing, and events.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
SR-MTDBI-01 The DBMS shall provide the capability to create metadata catalogs. FR-MTDBI-11 The DBMS shall provide the capability to verify metadata
FR-MTDBI-02 The DBMS shall provide the capability to read metadata catalogs. prior to entry into a metadata catalog.
FR-MTDBI-03 The DBMS shall provide the capability to update metadata catalogs. FR-MTDBI-12 The DBMS shall provide the capability to validate
FR-MTDBI-04 The DBMS shall provide the capability to delete metadata catalogs. metadata prior to entry into a metadata catalog.
FR-MTDBI-05 The DBMS shall provide the capability to create metadata entries. FR-MTDBI-13 The DBMS shall provide the capability to verify metadata in a metadata catalog.
Sys. Reqs.
FR-MTDBI-06 The DBMS shall provide the capability to read metadata entries. FR-MTDBI-14 The DBMS shall provide the capability to validate metadata in a metadata catalog.
FR-MTDBI-07 The DBMS shall provide the capability to update metadata entries. FR-MTDBI-15 The DBMS shall provide the capability to accept
FR-MTDBI-08 The DBMS shall provide the capability to delete metadata entries. proposed changes to metadata catalogs.
FR-MTDBI-09 The DBMS shall provide the capability to restrict user FR-MTDBI-16 The DBMS shall provide the capability to reject
Appendices
access to designated metadata records. proposed changes to metadata catalogs.
FR-MTDBI-10 The DBMS shall provide the capability to review FR-MTDBI-17 The DBMS shall provide the capability to synchronize the
proposed changes to metadata catalogs. system databases holding directory level metadata.
SR-MTDBI-18 The DBMS shall maintain configuratin control of metadata catalogs.

Introduction
Proof-of-Concept
Role Key
Publish Authoritative Data Content [DA-PADCT] ALL - ALL Roles

CT - Call Taker
Goal: upon NG9‑1‑1 system access permissions.

Establish and publish to authenticated users This activity supports a the publication of a set of
various data content related to system databases databases, such as legitimate civic addresses or
supporting functions such as location validation, ranges, which service providers or their vendors
call routing, rights management, and data routing. can use to validate customer addresses or other
forms of location for accuracy of use in the
NG9‑1‑1 System. These authoritative databases
support accurate call routing and display to the
Description: call taker, dispatcher, and other downstream
users. Other examples are data rights management
This activity provides the capability for the
databases and PSAP boundary information.
9‑1‑1 Authority to publish authoritative content.
Database Administrators manage (add, edit, delete)
the published information as appropriate to enable
efficient browsing, search and download by the Assumptions:
NG9‑1‑1 community. Database Administrators
assign metadata to content entries and link similar
authoritative content. Content availability is based
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.

FR-PADCT-01 The system shall provide the capability to publish NG9-1-1 database content.
FR-PADCT-02 The system shall provide the capability to approve content for publication.
FR-PADCT-03 The system shall provide the capability to browse published content.
FR-PADCT-04 The system shall provide the capability to search published content.
Sys. Reqs.
FR-PADCT-05 The system shall provide the capability to download published content.
FR-PADCT-06 The system shall provide the capability to submit an
approved content error correction request.
FR-PADCT-07 The system shall provide the capability to delete approved content.
Appendices
7-28 | 9-1-1 System Operations Segment: DA Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Role Key
Perform Database Auditing [DA-PFDBT] ALL - ALL Roles

CT - Call Taker
References: NRIC VII-1B, NRIC VII-1D SYS - NG9-1-1 System
Goal: Assumptions:
Audit the accuracy of the NG9‑1‑1 database(s).
Description:
This activity uses tools, policies, and processes
to track database accuracy and performance.
Administrators are able to schedule audits of the
NG9‑1‑1 baseline against the source information or
perform unscheduled audits in an ad hoc manner.
This activity includes the ability to record, preserve,
protect, and examine all audit activities according
to all stated level-of-detail and retention security
policies. Audit data are the results of scheduled
or ad hoc auditing. Audit errors may be corrected
manually or using automated system tools.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
SR-PFDBT-01 The system shall create a baseline of system databases. This
is a set of data representing a fixed copy of system databases
as of a specific date and time for use in auditing.
FR-PFDBT-02 The DBMS shall provide the capability to schedule an audit.
Sys. Reqs.
SR-PFDBT-03 The DBMS shall perform version control on the system databases.
FR-PFDBT-04 The DBMS shall provide the capability to compare baseline
database with the associated source file(s).
FR-PFDBT-05 The DBMS shall provide the capability to perform an ad hoc audit.
SR-PFDBT-06 The DBMS shall log anomalies detected during audit.
Appendices
FR-PFDBT-07 The DBMS shall provide the capability to read the anomaly log file.
FR-PFDBT-08 The system shall provide the capability to perform scheduled audits.
FR-PFDBT-09 The DBMS shall provide the capability to compare the current
baseline database to a historical baseline database.
Notes
7-30 | 9-1-1 System Operations Segment: DA

9-1-1 Sys. Ops.
Introduction
7.4 Operations Administration [OA]
[OA-MOSRE] Monitor System Resources [OA-MNCLR] Manage Call Records

Role: NTA, SA Role: ALL
Proof-of-Concept: No Proof-of-Concept: Yes
References: NENA-i3, NRIC VII-1B References: N/A
Goal: Provide the ability to monitor and manage Goal: Create and maintain call records
system and subsystem usage and reliability.

7.4 Operations Administration
[OA-MNFTR] Manage Network Faults and Recovery [OA-MCHRQ] Manage Change Requests The Operations Administration Service Area
Role: NTA, SA Role: NTA, SA Activities include monitoring, troubleshooting,
Proof-of-Concept: Yes Proof-of-Concept: No
References: NRIC VII-1B, NRIC VII-1D References: N/A maintaining, and improving the performance
of NG9‑1‑1 systems and networks. Most
Goal: Provide network capability to identify, isolate, Goal: Provide the administrative and analytical
and correct network faults. resources to support management decisions activities within this service area rely on the
affecting system configuration and operation. monitoring and collection of key system and
network performance data, analysis and modeling
of that data, and providing recommendations
for improvements to functional performance.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
This service area also includes reporting on
[OA-MANSP] Manage System Performance [OA-MNSRE] Manage System Resources and performance metrics to show overall system
Role: NTA, SA Configuration health. Systems Administrator, Database
Proof-of-Concept: Yes Role: NTA, SA
References: NENA-i3, NRIC VII-1B Proof-of-Concept: Yes Administrator, and Network Administrator roles
References: NRIC VII-1B perform activities within this service area.
Goal: Ensure network and system operation and
Sys. Reqs.
reliability to meet acceptable and adopted standards. Goal: Provide management and control of network
Provide the capability to monitor, record, and system resources and configurations.
Note: Because it is assumed that NG9‑1‑1
analyze system performance data against will operate on IP networks shared among
predefined metrics (i.e., establish system norms and
flag exceptions).
governmental uses and operations, and will
likely use shared software applications as well,
administration of NG9‑1‑1 specific components
Appendices
and functions will likely require coordination
among multiple administrators who are using
shared network and application capacities.
Figure 7–4: Operations Administration Service Area
October 10, 2007 | Version 2.0 9-1-1 System Operations Segment: OA | 7-31

Introduction
Proof-of-Concept
Operations Administration [OA]
Role Key
Monitor System Resources [OA-MOSRE] ALL - ALL Roles

CT - Call Taker
Goal: Assumptions:
Provide the ability to monitor and manage
system and subsystem usage and reliability.
Description:
This activity provides tools for the System
Administrator to monitor systems from fault,
configuration, account, performance, and
security perspectives. This activity includes
the capability to establish monitoring cycles,
set limits on resources consumption, and
set alerts on configuration. This activity
allows traces and isolation to permit root
cause analysis of system performance.
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.

FR-MOSRE-01 The system shall provide the capability to monitor system resources for:
a) Fault tolerance, b) Configuration, c) Performance, and d) Security.
FR-MOSRE-02 The system shall provide the capability to configure system resource tools for use.
Sys. Reqs.
Appendices
7-32 | 9-1-1 System Operations Segment: OA Version 2.0 | October 10, 2007
Introduction
Proof-of-Concept
Role Key
Manage Network Faults and Recovery [OA-MNFTR] ALL - ALL Roles

CT - Call Taker
References: NRIC VII-1B, NRIC VII-1D SYS - NG9-1-1 System
Goal: Assumptions:
Provide network capability to identify,
isolate, and correct network faults.
Description:
This activity addresses system needs for the
identification, isolation, and correction of network
faults and failures. Included in this activity is
the testing and acceptance of corrective action,
and the creation and maintenance of fault
history documentation of system components.
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
SR-MNFTR-01 The system shall identify network faults.
SR-MNFTR-02 The system shall isolate network faults.
FR-MNFTR-03 The system shall provide the capability to correct network faults.
FR-MNFTR-04 The system shall provide the capability to document network fault history.
Sys. Reqs.
Appendices

Introduction
Proof-of-Concept
Role Key
Manage System Performance [OA-MANSP] ALL - ALL Roles

CT - Call Taker
Goal: operational resource utilization databases and

documentation in aid of minimizing congestion
Ensure network and system operation and reliability and maximizing performance. Performance
to meet acceptable and adopted standards. Provide trend analysis enables system administrators
the capability to monitor, record, and analyze to determine whether system components are
system performance data against predefined metrics adequate or decreasing in service capability.
(i.e., establish system norms and flag exceptions).
Assumptions:
Description:
This activity supports the monitoring,
recording, maintenance, and improvement
of system performance data in accordance
with adopted standards and best practices.
The activity includes, but is not limited to,
network component monitoring, coupled
with the development and maintenance of
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.

FR-MANSP-01 The system shall provide the capability to monitor system performance
data in accordance with known standards and best practices.
FR-MANSP-02 The system shall provide the capability to analyze system performance
Sys. Reqs.
FR-MANSP-03 The system shall provide the capability to test system

performance without interrupting real time operations.
FR-MANSP-04 The system shall provide the capability to collect system performance results.
FR-MANSP-05 The system shall provide the capability to execute performance trend analysis.
FR-MANSP-06 The system shall provide the capability to establish
Appendices
alarm thresholds for critical services.

SR-MANSP-07 The system shall generate critical service alarms.
FR-MANSP-08 The system shall provide the capability to record system performance
Introduction
Proof-of-Concept
Role Key
Manage System Resources and Configuration [OA-MNSRE] ALL - ALL Roles

CT - Call Taker
References: NRIC VII-1B SYS - NG9-1-1 System
Goal: Assumptions:
Provide management and control of network
system resources and configurations.
Description:
This activity provides the procedures, software,
equipment, and techniques necessary to identify
and manage system resources and system/network
configurations. This activity includes, but is
not limited to, identifying, monitoring, adding,
deleting, and/or changing physical and logical
elements of system and network components
(connections, addresses, topologies, etc.).
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
FR-MNSRE-01 The system shall provide the capability to install FR-MNSRE-08 The system shall provide the capability to detect
system software from a remote location. state changes that occur at remote sites.
FR-MNSRE-02 The system shall provide the capability to display FR-MNSRE-09 The system shall provide the capability to detect fault
network devices in logical groupings. conditions that occur at remote sites.
Sys. Reqs.
FR-MNSRE-03 The system shall provide the capability to add new network devices FR-MNSRE-10 The system shall provide the capability to automatically restore mission
to the network without interrupting ongoing operations. critical functions based on pre-defined failure recovery rules.
FR-MNSRE-04 The system shall provide the capability to configure system network components. FR-MNSRE-11 The system shall provide the capability to automatically implement fail over
SR-MNSRE-05 The system shall log all detected network fault conditions. strategies to redundant hardware based on pre defined failure recovery rules.
FR-MNSRE-06 The system shall provide the capability to detect
Appendices
state changes that occur at local sites.
FR-MNSRE-07 The system shall provide the capability to detect
fault conditions that occur at local sites.

Introduction
Proof-of-Concept
Role Key
Manage Call Records [OA-MNCLR] ALL - ALL Roles

CT - Call Taker
Role(s): ALL NA - Network Adminstrator
Goal: search for a Call Record based on any attribute of

components. Search results return the entire call
Create and maintain call records record. Proper database management includes
the transfer of records to archives according to
the appropriate archiving policies and procedure
of the local jurisdiction, including the deletion
Description:
of records as necessary and required by law.
Capture and aggregate all information related
to a call. A Call Record is comprised of 1) Call
Detail Record - system generated initial call
information and the call progress data 2) Call Assumptions:
Recording - the electronic documentation of all
interactive communication between a call taker,
caller, and any conferenced parties and 3) Call
Narrative - the manually entered information to
document details of a call. Call Records link
these three components so they can be searched,
retrieved, and distributed together. A call taker may
9-1-1 Sys. Ops.
9-1-1 Sys. Ops.

FR-MNCLR-01 The system shall provide the capability to create a Call Record.
FR-MNCLR-02 The system shall provide the capability to read a Call Record.
FR-MNCLR-03 The system shall provide the capability to update a Call Record.
FR-MNCLR-04 The system shall provide the capability to delete a Call Record.
Sys. Reqs.
SR-MNCLR-05 The system shall assign a unique identifier to a Call Record.

FR-MNCLR-07 The system shall provide the capability to search Call Records.
DR-MNCLR-08 The system shall store Call Records.
SR-MNCLR-09 The system shall maintain the association between a Call Record and
the a) Call Detail Record, b) Call Recording, c) Call Narrative
Appendices
Introduction
Proof-of-Concept
Role Key
Manage Change Requests [OA-MCHRQ] ALL - ALL Roles

CT - Call Taker
Goal:
Provide the administrative and analytical
resources to support management decisions
affecting system configuration and operation.
Description:
This activity provides the administrative and
analytical infrastructure for processing change
requests, conducting traffic and usage analysis, and
deploying system hardware, circuits, and software.
Assumptions:
9-1-1 Sys. Ops.

9-1-1 Sys. Ops.
SR-MCHRQ-01 The system shall support decisions regarding system configuration and operation.
FR-MCHRQ-02 The system shall provide mechanisms to deploy hardware
and software changes or additions within the system.
Sys. Reqs.
Appendices
Notes
7-38 | 9-1-1 System Operations Segment: OA

9-1-1 Sys. Ops.
Introduction
Section 8: System Requirements
System requirements were established to help
ensure that a NG9‑1‑1 system is fully supported
and capable of processing the workload required.
It must provide transaction processing integrity
and general operating reliability; use standard
procedures for installation, configuration, and
operations; provide seamless integrated workflow
processing; have the capability to query, access,
and format information; and be well documented.
It must not conflict with other administrative
or program systems or with other agency-
9-1-1 Sys. Ops.

established information technology standards.
NG9‑1‑1 systems must meet the technical
requirements specified in this section.
Sys. Reqs.
Sys. Reqs.
Appendices
October 10, 2007 | Version 2.0 System Requirements | 8-1
8.1 Technical Performance 8.1.2 Availability

Introduction
Requirements The availability requirements identify specific

8.1.1 Maintainability metrics for uptime and availability. Explicit
Maintainability provides seamless service delivery architectural design, system capabilities, and
while supporting both scheduled and unscheduled procedure must be implemented in order to
maintenance activities. These activities will achieve the desired level of availability. The
include, but are not limited to, software updates scope of requirements impacting system
and validation of data integrity. Implementation of availability spans such key areas as system
specific process, procedures, and vendor agreements uptime, system throughput and performance,
will be necessary to ensure quality and consistency and system resilience and event resolution,
of operations through maintenance activities.
SR-SYSTA-01 The system shall support 24x7x365 operations.
SR-SYSTA-02 The system shall support a call/transaction volume of TBD-03.
SR-SYSTM-01 Individual critical system components shall be capable of being brought into
SR-SYSTA-03 The system response time shall be lower than TBD-04 for
or out of service without affecting services that are not dependent on them.
any individual transaction within the system.
SR-SYSTM-02 Hardware elements of high-availability services shall be capable of being
SR-SYSTA-04 The system shall implement redundant infrastructure to support
brought into or out of service without affecting overall service availability.
intelligent routing of calls/data in the event of outage conditions.
SR-SYSTM-03 Critical system components shall be capable of having their
SR-SYSTA-05 The system shall incorporate proactive monitoring of
supporting software upgraded without affecting the availability
individual system components, including network elements,
of those devices or the services they provide.
hardware devices, and software applications.
SR-SYSTM-04 A notification mechanism shall be defined to alert management
SR-SYSTA-06 Where applicable, the system shall use policy-based management
and/or users of impending service activities.
to facilitate automated system event/incident resolution.
SR-SYSTM-05 Data made available to users shall be capable of being verified
SR-SYSTA-07 The system shall allow historical tracking of events and event resolution
for integrity and authenticity by the viewing party.
to serve as a knowledge-base and trending tool for support staff.
SR-SYSTM-06 The system shall use commercially available software and
SR-SYSTA-08 The system shall allow the maintainer to exercise system
hardware and/or open standards where applicable.
restore procedures to support transparent restoration of archived
SR-SYSTM-07 The system shall support remote configuration download from individual deployed
data in the event of data loss or system failure.
hardware and software assets in support of system-wide configuration management.
SR-SYSTA-09 The system shall be capable of remote booting.
SR-SYSTA-10 The system shall support TBD-09 simultaneous users
SR-SYSTA-11 The system shall support TBD-10 simultaneous transactions
9-1-1 Sys. Ops.
SR-SYSTA-12 The system shall support TBD-11 transactions over a TBD period of time
SR-SYSTA-13 The system shall require no more than TBD-12
seconds to process a single transaction
SR-SYSTA-14 The system shall support a data volume of TBD-13 GB per day
SR-SYSTA-15 The system shall scale vertically
Sys. Reqs.
Sys. Reqs.
SR-SYSTA-16 The system shall scale horizontally

Appendices
8-2 | System Requirements Version 2.0 | October 10, 2007

8.1.3 Reliability 8.2 Technical System
Introduction
The focus of reliability is to ensure operation Requirements
for specific, extended periods of time without 8.2.1 Security
critical failure. The requirements within this
activity area describe the metrics for expected Security support provides adequate data and
system reliability and the procedures necessary service protection to mitigate unauthorized
to guarantee that level of availability. access, service exploitation, and leakage of
confidential or sensitive information. The
Requirement Code Requirement Text system must also provide audit capability for
SR-SYSTR-01 The system shall have a Mean Time Between Critical Failure (MTBCF) of at least activity traceability and accountability.
TBD-05 execution hours under normal environmental/operational conditions.
SR-SYSTR-02 The system shall provide for error handling. Requirement Code Requirement Text
SR-SYSTR-03 The system shall provide for failure recovery. SR-SYSTS-01 The system shall provide system-wide intrusion detection
SR-SYSTR-04 The system shall be capable of retrying or retransmitting operations system (IDS) a) processing, and b) monitoring.
based on either administrative control or predefined policy. SR-SYSTS-02 The system shall protect all sensitive communications in
SR-SYSTR-05 The system shall have no single point of failure. accordance with industry standards and best practices.
SR-SYSTR-06 The system shall ensure that failures within individual components SR-SYSTS-03 The system shall provide organizational identity management
of the system do not propagate to other system components or infrastructure to support user and cross-system authentication
cause failure of downstream components or services. (single-sign-on [SSO] authentication).
SR-SYSTR-07 The system shall intelligently route communications and service requests such SR-SYSTS-04 The mechanisms chosen for security requirements shall
that individual system component failures do not affect overall system reliability. use multi-agency standards wherever possible.
SR-SYSTS-05 The system shall facilitate the audit of system activities by
an individual or for a particular case or incident.
SR-SYSTS-06 The system shall support and provide for periodic security
assessments and vulnerability scanning.
SR-SYSTS-07 The system shall conform to pertinent Health Insurance
Portability and Accountability Act (HIPAA) requirements for
all communications containing medical information.
SR-SYSTS-08 The system shall provide system-wide intrusion information
assurance (IA) a) processing and b) monitoring.
9-1-1 Sys. Ops.

Sys. Reqs.
Sys. Reqs.
Appendices
October 10, 2007 | Version 2.0 System Requirements | 8-3
8.2.2 Continuity of Operations 8.3 Design Constraints the system in some capacity. To this end,
Introduction
the system shall use software and interfaces

Continuity of operations (COOP) accounts for The NG9‑1‑1 System must maintain the compliant with open, industry-proven standards
and provides continuous operations during system 9‑1‑1 system’s capability to respond to new to facilitate integration with not only existing
outage events. The following requirements outline communication technologies and take advantage and/or legacy technologies, but also any future
the capabilities and processes that must be defined of additional new technology that may benefit technologies the system may need to incorporate
to support operations during such a scenario. system operations. Design constraints are or from which it may benefit. Furthermore, the
Proper COOP practices include the transfer included to address both the impact that new system shall be designed in such fashion as to
of records to offsite archives according to the communication technology potentially has on incorporate external system integration without
appropriate archiving policies and procedures of the 9‑1‑1 system operations and the opportunity that the requirement of significant change to either
local jurisdiction as necessary and required by law. same technology has to benefit those operations the NG9‑1‑1 System or the external system.
through new features and functionalities.
Requirement Code Requirement Text This includes monitoring new technology The NG9‑1‑1 System must incorporate a
SR-SYSTC-01 The system shall incorporate processes and procedures development, the theoretical application of relational database management system (DBMS)
for mass off-site archive storage. relevant new technologies to NG9‑1‑1 system to facilitate the accurate conveyance of call data
SR-SYSTC-02 The system shall incorporate processes and procedures for operations, and, as appropriate and beneficial, the to all involved personnel and the appropriate
data retrieval from mass off-site archive storage. proof-of-concept demonstration of their use. archival of supporting data. The data architecture
SR-SYSTC-03 The system shall provide the capability to implement implemented within the supporting DBMS shall
defined system restore processes. The NG9‑1‑1 System will facilitate the reception allow storage of data of varying structure to include
SR-SYSTC-04 The system shall periodically exercise system restore processes and procedure. and handling of requests for emergency service but not be limited to simple textual constructs as
including the routing of requests to appropriate well as complex binary or other structured forms
SR-SYSTC-05 The system shall incorporate process and procedure for periodic off-line testing
responders. As a result of the breadth of of data. Such a system must be robust enough
of system archives to ensure availability and reliability of backup data.
participating organizations and agencies, to handle the expected volume of transactions,
SR-SYSTC-06 Individual system components shall possess the capability to operate
the NG9‑1‑1 System must coordinate the volume of data, and the requisite service level
autonomously in the event that one or more subsystems become unavailable.
extraction, correlation, aggregation, and transfer agreements (SLA) to properly address 9‑1‑1
SR-SYSTC-08 The system shall notify stakeholders of system outage events. of relevant case data from external systems operations. Additionally, appropriate continuity of
FR-SYSTC-09 The system shall notify stakeholders of system service restoration. which are both already developed and currently operations measures must be put in place to ensure
deployed, as well as those which are currently the reliability of the NG9‑1‑1 System and the
under development or may be developed in the integrity of the data contained within the DBMS.
future. The NG9‑1‑1 System must therefore
be designed with a standards-based, modular
architecture that will allow interoperation with
9-1-1 Sys. Ops.
external systems using agreed upon standards for

communication and data transfer and storage.
The NG9‑1‑1 system must also maintain flexibility
with respect to the software, protocols, and
underlying technologies required to interact with
existing external systems in order to be effectively
Sys. Reqs.
Sys. Reqs.
integrated into any operational environment which

will be comprised of a variety of heterogeneous
systems and infrastructure. This flexibility must
also persist over the life of the deployed NG9‑1‑1
Appendices
system to allow for the incorporation of new

technology as a result of either a response to
an external system change or the need to adopt
beneficial new technologies which improve
8-4 | System Requirements Version 2.0 | October 10, 2007

Introduction
Section 9: Source References
Primary sources of information used in this document were published and working draft documents from
the USDOT, the Federal Communications Commission (FCC), NENA, the IETF, and the Alliance for
Telecommunications Industry Solutions—Emergency Services Interconnection Forum (ATIS-ESIF).
• Next Generation 9‑1‑1 (NG9‑1‑1) System Initiative: Concept of Operations. USDOT ITS JPO. April
2007. http://www.its.dot.gov/ng911/pdf/NG911ConOps_ April07.pdf—This is a formal document that
provides a user-oriented vision of NG9‑1‑1 in the context of an emergency services internetwork that can
be understood by stakeholders with a broad range of operational and technical expertise. It is intended to
communicate the vision of this system to stakeholders so that they can be actively engaged in its development
and deployment.
9-1-1 Sys. Ops.

• Network Architecture Properties in 2010, Extending E9‑1‑1 to Satellites, and Generic Architectures to
Support Video and Advanced Service. Network Reliability and Interoperability Council (NRIC) VII
Focus Group 1B, FCC. June 2005. Long Term Issues for Emergency/E9‑1‑1 Services (Draft)—These
documents are designed to provide a set of specific recommendations regarding future emergency
communications network properties and their capabilities by 2010 to support the exchange of voice, data,
Sys. Reqs.
text, photographs, and live video through the emergency services internetwork to the PSAP and beyond.
• Communication Issues for Emergency Communications Beyond E911: Final Report—Properties
and network architectures for communications between PSAPs and emergency services
organizations and personnel. NRIC VII Focus Group 1D, FCC. December 2005. http://
www.nric.org/meetings/docs/meeting_20051216/FG1D_ Dec%2005_Final%20Report.
Appendices
Appendices
pdf—The purpose of these documents is to describe the properties that network architectures
for communications between PSAPs and emergency services personnel must meet.
October 10, 2007 | Version 2.0 Source References | 9-1

• NENA i3 Technical Requirements Document [NENA i3]. NENA VoIP/Packet Technical

Introduction
Committee Long-Term Definition Working Group. September 2006. http://www.nena.org/media/

files/08-751_20060928.pdf—This document provides requirements for a NENA-recommended
standard for the i3 architecture for end-to-end emergency calling over IP networks.
• Requirements for Emergency Context Resolution with Internet Technologies [ECRIT]. Internet
Engineering Task Force (IETF). August 2006. http://www.ietf.org/internet-drafts/draft-ietf-ecrit-

requirements-12.txt—This document enumerates requirements for emergency calls placed by the public
using VoIP and general Internet multimedia systems, where Internet protocols are used end-to-end.
• The ATIS-ESIF Next Generation Emergency Services (NGES) Subcommittee will define a
new messaging and interaction protocol between PSAPs and Emergency Services Networks
to significantly expand the paradigms that exist to provide those services today. Various
summaries and briefing materials are available at the NGES Subcommittee website at http://
www.atis.org/esif/nges.asp. The NGES messaging and interaction protocol will be specified as an
American National Standard (ANS). Messaging interfaces have been adopted for trial use.
• NENA Technical Information Document (TID) on the Network Interface to IP Capable PSAP [NENA
08-501]. NENA Migration Working Group of the Network Technical Committee. June 2004.
http://nena.org/9%1e1%1e1TechStandards/ TechInfoDocs/NENATIDIPPSAPIF.pdf—This TID
provides information to guide manufacturers of network equipment and PSAP customer premises
equipment (CPE) in the development of IP-based interfaces between the network and PSAP CPE
and to assist E9‑1‑1 network service providers and PSAPs in implementing such interfaces.
• IP PSAP 9‑1‑1 System Features and Capabilities Operational Information Document (OID) [NENA
58-001]. NENA VoIP PSAP Operations Features/Capabilities Work Group. June 2004. http://
www.nena.org/9%1e1%1e1OperPractices/ OpsInfoDocs/NENAopsOIDipPSAP060404final.
pdf—This OID contains a list of capabilities or features that are expected to be supported in a
PSAP using IP-based 9‑1‑1 equipment and software developed in an open architecture environment
that will allow interoperability at all levels of the 9‑1‑1 network, regardless of vendors.
• NENA Standard Formats & Protocols for ALI Data Exchange, ALI Response & GIS
Mapping [NENA 02-010]. NENA Technical Committee Chairs. February 2006. http://
www.nena.org/media/files/02-010_20060225.pdf—This document sets forth ALI data
exchange formats and a standard GIS data model. Although there are many methods for the
9-1-1 Sys. Ops.
transfer of such data, this NENA document represents an industry-accepted standard.

• NENA Data Standards for Local Exchange Carriers, ALI Service Providers, & 9‑1‑1
Jurisdictions [NENA 02-011]. NENA Technical Committee Chairs. November 2006. http://
www.nena.org/media/files/02-011_20061121.pdf—This document establishes technical
standards for all service providers involved in providing telephone services.
Sys. Reqs.
• NENA Data Standards for the Provisioning and Maintenance of MSAG Files to VDBs and
ERDBs [NENA 02-013]. NENA Data Technical Committee, VDB/MSAG Working Group.
January 2007. http://www.nena.org/media/files/02-013_20070109.pdf—This document
contains system and process requirements for the Validation Database (VDB), ESZ Routing
Database (ERDB), and system administrator to maintain the Master Street Address Guide
Appendices
Appendices
(MSAG) and Alternate Location Information required in i2 system architecture.
9-2 | Source References Version 2.0 | October 10, 2007


Appendix A: Acronyms
Acronyms | A-1
Appendices
ACD Automatic Call Distribution MSAG Master Street Address Guide

Introduction
ACN Automatic Collision Notification MTBCF Mean Time Between Critical Failures
ALEC Alternate Local Exchange Carrier NENA National Emergency Number Association
ALI Automatic Location Identification NG9‑1‑1 Next Generation 9‑1‑1
ANI Automatic Number Identification NGES Next Generation Emergency Services
ANS American National Standard NRIC Network Reliability and Interoperability Council
APCO Association of Public-Safety Communications Officials—International OID Operational Information Document
ATIS-ESIF Alliance for Telecommunications Industry Solutions— OSI Operating System Interface
Emergency Services Interconnection Forum PDA Personal Digital Assistant
CAD Computer Aided Dispatch PSAP Public Safety Answering Point
CAMA Centralized Automatic Message Accounting PSTN Public Switched Telephone Network
CAP Competitive Access Provider QA Quality Assurance
CCS Centum Call Second QC Quality Control
CLEC Competitive Local Exchange Carrier SLA Service Level Agreement
COOP Continuity of Operations SMS Short Message Service
CPE Customer Premises Equipment SMTP Simple Mail Transfer Protocol
DBMS Database Management System SOP Standard Operating Procedure
E9‑1‑1 Enhanced 9‑1‑1 SR Selective Routing
ECRIT Emergency Context Resolution with Internet Technologies SSO Single Sign-On
EMS Emergency Medical Services TBD To Be Determined
ERDB Emergency Service Zone Routing Database TBR To Be Resolved
ESAR Enterprise Segment Activity Roadmap TCP Transmission Control Protocol
ESN Emergency Service Number TIA Telecommunication Industry Association
ESZ Emergency Service Zone TID Technical Information Document
FCC Federal Communications Commission TTY/TDD Teletypewriter / Telecommunications Device for the Deaf
GIS Geographic Information Systems UDP User Datagram Protocol
9-1-1 Sys. Ops.
GPS Global Positioning System USDOT United States Department of Transportation

HIPAA Health Insurance Portability and Accountability Act VDB Validation Database
IA Information Assurance VoIP Voice over Internet Protocol
IDS Intrusion Detection System
IETF Internet Engineering Task Force
Sys. Reqs.
ILEC Incumbent Local Exchange Carrier

IP Internet Protocol
ISP Internet Service Provider
ITI Information Transaction Inventory
Appendices
Appendices
ITU International Telecommunication Union

LEC Local Exchange Carrier
MRV Multidimensional Requirements View
A-2 | Acronyms Version 2.0 | October 10, 2007


Appendix B: Glossary
Glossary | B-1
Appendices
9‑1‑1 A three-digit telephone number to facilitate the reporting of an Automatic Location The automatic display at the PSAP of the caller’s telephone number, the address
Introduction
emergency requiring response by a public safety agency. Identification (ALI) or location of the telephone, and supplementary emergency services information.
9‑1‑1 Enterprise The set of functions performed to fulfill the mission of the 9‑1‑1 community. The Automatic Location The set of ALI records residing on a computer system.
Operations 9‑1‑1 Enterprise Operations layer is an element of the NG9‑1‑1 Community Model Identification
that illustrates the collection of the enterprise segments identified for NG9‑1‑1. (ALI) Database
9‑1‑1 PSAP The element of the NG9‑1‑1 Community Model that represents the Automatic Number Telephone number associated with the access line from which a call originates.
Operations Segment set of activities used by Public Service Answering Point (PSAP) call Identification (ANI)
takers to receive, process, and relay emergency calls and data. Availability The operational ability of necessary and beneficial data interfaces
9‑1‑1 System The set of network, database, and customer premises equipment to support call processing and emergency response; or, the amount
(CPE) components required to provide 9‑1‑1 service. or percentage of time that the system provides service.
9‑1‑1 System The element of the NG9‑1‑1 Community Model that represents the set Backup Public Typically, a disaster recovery answering point that serves as a backup
Administration of activities needed to accommodate functions such as collaboration, Safety Access Point to the primary PSAP and is not collocated with the primary PSAP.
Segment task assignment, training, and configuration of the 9‑1‑1 Enterprise. (Backup PSAP)
9‑1‑1 System The element of the NG9‑1‑1 Community Model that represents the set of activities Business Rules Business rules describe the operational definitions and constraints that can be
Operations Segment and systems to manage, support, and protect the 9‑1‑1 technology infrastructure. applied to the system that dynamically specify how the system should react under
Activity See “Functional Activity.” different circumstances. Business rules are used throughout the NG9-1-1 system
Alternate Routing The capability of directing 9‑1‑1 calls to a designated alternate enabling jurisdictions and 9-1-1 Authorities to configure the system based upon
location(s) if all 9‑1‑1 trunks are busy or out of service. May the needs of the locality or region and can be modified or updated as needed.
be activated upon request or automatically, if detectable, when Busy Tone An audible signal indicating a call cannot be completed because the
9‑1‑1 equipment fails or the PSAP itself is disabled. called access line is busy. The tone is applied 60 times per minute.
American Sign System of hand and body movements used to communicate Call For the purposes of this NG9‑1‑1 System Description & Requirements
Language concepts rather than spoken complete sentences. The Document, any real-time communication—voice, text, or video—between
grammatical structure is different from standard English. a person needing assistance and a PSAP call taker. This term also includes
Analog Continuous and variable electrical waves that represent an non-human-initiated automatic event alerts, such as alarms, telematics,
infinite number of values; as opposed digital. or sensor data, which may also include real-time communications.
Association for A not-for-profit organization established in 1935 and that the world’s largest Callback The ability to re-contact the calling party.
Public-Safety organization dedicated to public safety communications. Members rely on Callback Number A telephone number used by the PSAP to re-contact the location
Communications— APCO for their professional needs—from examining standards and issues to from which the 9‑1‑1 call was placed. The number may or may not
International (APCO) providing education, products and services, and frequency coordination services. be the number of the station used to originate the 9‑1‑1 call.
9-1-1 Sys. Ops.
Audit Log A data structure that contains all the completed formal evaluations of user Call Delivery The capability to route a 9‑1‑1 call to the designated selective router for
and maintenance activities and any resulting corrective actions required. ultimate delivery to the designated PSAP for the caller’s ANI/KEY.
Authentication Determination or verification of a user’s identity and/or the user’s Call Detail Record All system (including network) data accessible with the delivery of the call,
eligibility to access to a system, network, or data; measures to and all data automatically added as part of call processing. This includes
prevent unauthorized access to information and resources. Essential Data (including reference key to network component and call
Automatic Call Equipment or application that automatically distributes incoming progress records) and Supportive Data. Part of the Call Record.
Sys. Reqs.
Distributor (ACD) calls to available PSAP attendants in the order the calls are received, Caller Location Data pertaining to the geospatial location of the caller, regardless of
or queues calls until an attendant becomes available. Information whether the caller is a person or an automatic event alert system.
Automatic Collision The process of identifying that a motor vehicle has been involved in a collision, Call Narrative Supplemental Data (or caller-generated data) manually gathered and entered by
Notification (ACN) collecting data from sensors in the vehicle, and communicating that data to a PSAP. the call taker for the purposes of documenting the call. Part of the Call Record.
Appendices
Appendices
Automatic 9‑1‑1 calls placed by sensors or similar initiating devise. Includes alarms, Call Record The collection of all information related to a call (including
Event Alert telematics, and sensor data, and may also include real-time communications. Essential, Supportive, and Supplemental data); comprised of:
Call Detail Record, Call Recording, and Call Narrative.
B-2 | Glossary Version 2.0 | October 10, 2007

Call Recording The electronic documentation of the interactive communication Database An organized collection of information, typically stored in computer
Introduction
(e.g., audio, video, text, image) between the caller, call taker, systems, composed of fields, records (data), and indexes. In NG9‑1‑1,
and any conferenced parties. Part of the Call Record. such databases include: Call Record Database, Call Detail Record
Call Routing The capability to selectively direct the 9‑1‑1 call to the appropriate PSAP. Database, Call Recording Database, Civic Address Information Database,
Call Setup The call processing events that occur, or data that are collected, during GIS Layer Database, Identity Management Database, Service Routing
the time a call is being established, but not yet connected. Database, ANI/ALI Database, and Responding Agency Database.
Call Taker As used in 9‑1‑1, a person (sometimes referred to as a telecommunicator) Data Integrity The property of not having been altered or destroyed in an unauthorized manner.
who receives emergency and non-emergency calls by telephone and Digital Relating to calculation, storage, or transmission by numerical methods or
other sources, determines situations, elicits necessary information, discrete units, as opposed to the continuously variable analog. Computerized.
and relays essential information to dispatches, staff, and other Disaster Any event that can cause a significant disruption to
agencies, as needed, using telephony and computer equipment. normal emergency calling capability.
Call Transfer The capability to redirect a call to another party. Dispatcher As used in public safety, a person responsible for receiving and transmitting
Call Treatment Refers to the actions taken by the NG9‑1‑1 System to prepare a call for information pertaining to requests for emergency service and other related
presentation to a call taker, including: caller location recognition, call type activities, tracking vehicles and equipment, and recording other important
identification, call delivery treatment determination, addition of supporting data information using a telephone, radio, and other communications resources.
to call stream, call routing determination, and network bridge establishment. Dispatch Operations The distribution of emergency information to responder organizations
Call Type Classification of a 9‑1‑1 call that indicates the call access method, which can responsible for delivery of emergency services to the public.
affect call treatment, routing, and processing. Call types may include voice Emergency Call A telephone request for public safety agency emergency services that
caller, short message service (SMS) text, Simple Mail Transfer Protocol requires immediate action to save a life, to report a fire, or to stop
(SMTP) text, multimedia, telematics data, ANI, silent alarms, etc. a crime. May include other situations as determined locally.
Capability Use Case Connected activities extracted from the ESAR to create an overarching Emergency Location Data pertaining to the location of the emergency, which
system goal and identify a required capability for the NG9‑1‑1 System. Information may be different from the caller location.
Capability use cases illustrate use of the NG9‑1‑1 System from a Emergency Medical A system providing pre-hospital emergency care and
user’s perspective and provide context for the various ways NG9‑1‑1 Service (EMS) transportation to victims of sudden illness or injury.
functional activities enable users to complete complex tasks. Emergency Any service used to notify persons of an emergency. May include
Circuit-Switch The establishment, by dialing, of a temporary physical path Notification Service changeable message signs, sirens, recorded telephone messages, text and
between points. The path is terminated when either end of the media delivered to mobile devices within a set geographic region, etc.
connection sends a disconnect signal by hanging up. Emergency Response An effort by public safety personnel and citizens to mitigate
Civic Address Street address data, inclusive of suite/office number, where appropriate. the impact of an incident on human life and property.
Information
9-1-1 Sys. Ops.

Emergency Services The element of the NG9‑1‑1 Community Model that illustrates
Community Model A graphic tool used to build technical, operational, and policy understanding of the Internetworks Layer the 9‑1‑1 systems, applications, and information repositories that
high-level system interfaces and information flows between system stakeholders. seamlessly share emergency data to improve response.
The Community Model aids in the capture and analysis of stakeholder needs. Enhanced 9‑1‑1 An emergency telephone system that includes network switching, database,
Computer Aided A computer-based system that aids PSAP call takers by automating (E9‑1‑1) and CPE elements capable of providing selective routing, selective transfer,
Dispatch (CAD) selected dispatching and record-keeping activities. fixed transfer, caller routing and location information, and ALI.
Sys. Reqs.
Continuity of A system’s ability to prevent critical system failures (e.g., via component Enterprise The highest level of system functionality.
Operations (COOP) redundancy) and to seamlessly conduct updates and repairs. Enterprise Operations See “9‑1‑1 Enterprise Operations.”
Cross-System Authentication across a number of systems or networks via a single Enterprise Segment High-level grouping of related system services that address
Authentication authentication process, sometimes referred to as Single Sign-On major and distinct portions of the system or enterprise.
(SSO), and potentially achieved via proxy authentication.
Appendices
Appendices
Essential Call Data Data that support call delivery and adequate response capability. These data,
Customer Premises Communications or terminal equipment located in the or a reference to them, is automatically provided as a part of call or message
Equipment (CPE) customer’s facilities; terminal equipment at a PSAP initiation. Examples include location, callback data, and call type.
October 10, 2007 | Version 2.0 Glossary | B-3

Fall-Back Location Caller location information used when the primary caller location Landline Colloquial term for the Public Switched Telephone Network access via an
Introduction
Information information is faulty or unavailable. Generalized caller location actual copper or fiber optic transmission line that located underground or on
information generated by system call processing that can be used to telephone poles. Used to differentiate the “wireless” connectivity of a cellular
identify the general locality or region of the incident or calling party. or personal communications services system. Also referred to as “wireline.”
Fixed Transfer The capability of a PSAP call taker to direct a 9‑1‑1 call to a Local Exchange A telecommunications carrier under the state/local Public Utilities Act that
predetermined location by depressing a single button. Carrier (LEC) provides local exchange telecommunications services. Also known as Incumbent
Firewall The primary method for keeping a computer secure from intruders. It allows Local Exchange Carrier (ILEC), Alternate Local Exchange Carrier (ALEC),
or blocks traffic into and out of a private network or the user's computer. Competitive Local Exchange Carrier (CLEC), Competitive Access Provider (CAP),
Functional Activity Bounded piece of work to be performed that describes Certified Local Exchange Carrier (CLEC), and Local Service Provider (LSP).
the people, processes, and technology used. Location See “Caller Location Information” and “Emergency Location Information.”
Gateway The point at which a circuit-switched call is encoded and repackaged Mean Time Between The average time between unscheduled corrective maintenance actions
into IP packets; equipment that provides interconnection between two Critical Failures that meet the criterion of a critical failure. A critical failure is any failure
networks with different communications protocols; two examples (MTBCF) that causes the network to lose a predetermined level of capability.
are packet assembler/disassemblers and protocol converters. Multidimensional The Multidimensional Requirements View (MRV) is a layered graphical
Geographic A computer software system that enables one to visualize geographic Requirements representation of each functional activity used to describe the activity
Information aspects of a body of data. It contains the ability to translate implicit View (MRV) to system users and developers. The MRV visually represents the
System (GIS) geographic data (such as a street address) into an explicit map location. It details of the processes and functions required to perform the functional
has the ability to query and analyze data in order to receive the results in activity including associated operational, system, and data behavior
the form of a map. It also can be used to graphically display coordinates that, when linked together, allows the user to complete the activity.
on a map (i.e., latitude/longitude) from a wireless 9‑1‑1 call. National Emergency A not-for-profit corporation established in 1982 to further the goal of
Geographic Layer The element of the NG9‑1‑1 Community Model that illustrates the Number Association “One Nation–One Number.” NENA is a networking source and promotes
geographic scope of a system or enterprise. In the NG9‑1‑1 Community (NENA) research, planning, and training. It strives to educate, set standards,
Model, the Geographic layer is depicted as a map of the United States, and provide certification programs, legislative representation, and
emphasizing the decentralized nature of the system of systems. technical assistance for implementing and managing 9‑1‑1 systems.
Global Positioning A satellite-based location determination technology. Nature of Emergency Reason for a citizen’s request for response from emergency
System (GPS) services (e.g., heart attack, vehicle collision, burglary)
Information A catalog of the information exchanges that will occur within the Network An arrangement of devices that can communicate with each other.
Transaction NG9-1-1 system. The purpose of the ITI is to clarify information Originating The processes by which the public accesses NG9‑1‑1 through
Inventory (ITI) transactions, demonstrate what data interfaces are needed, and Subscriber commercial networks, via various communications devices.
identify which systems integrate the information transactions. Operations
9-1-1 Sys. Ops.
Integrity See “Data Integrity.” Overflow The telecommunications term for the condition when there are more calls than the
International The telecommunications agency of the United Nations established to provide primary network path is designated to handle. This condition invokes the need to
Telecommunications worldwide standard communications practices and procedures. Formerly CCITT. perform some form of call treatment, such as busy signals or alternate routing.
Union (ITU) Packet Logical grouping of information that includes a header containing control
Internet Engineering The lead standards-setting authority for Internet protocols. information and (usually) user data. Packets are most often used to refer to network
Sys. Reqs.
Task Force (IETF) layer units of data. The terms datagram, frame, message, and segment are also
Internet Protocol (IP) The set of rules by which data are sent from one computer used to describe logical information groupings at various layers of the Operating
to another on the Internet or other networks. System Interface (OSI) reference model and in various technology circles.
Internetwork To go between one network and another; a large network
made up of a number of smaller networks.
Appendices
Appendices
Interoperability The capability for disparate systems to work together.

Packet-Switch A network technology that breaks up a message into small packets for Selective Direction of a 9‑1‑1 call to the proper PSAP based on the location of the caller.
Introduction
transmission. Each packet contains a destination address. Thus, not Routing (SR)
all packets in a single message must travel the same path. As traffic Selective Transfer The capability to convey a 9‑1‑1 call to a response agency by operation of one
conditions change, they can be dynamically routed via different paths of several buttons typically designated as police, fire, and emergency medical.
in the network, and they can even arrive out of order. The destination Service Area A contextual grouping of like functional activities enabled by the system.
computer reassembles the packets into their proper sequence.
Service Provider An entity providing one or more of the following 9‑1‑1
Personal Digital Small, handheld device used to store address book information, telephone elements: network, CPE, or database service.
Assistant (PDA) numbers, personal contacts, and other personal information.
Short Message A text message service that enables messages generally no more than 140–160
Pre-Arrival Scripted instructions given to a caller in situations whenever possible and Service (SMS) characters in length to be sent and transmitted from a cellular telephone.
Instructions appropriate, where correct advice is essential to provide necessary assistance Short messages are stored and forwarded at SMS centers, allowing their
and control of the situation prior to arrival of responder personnel. retrieval later if the user is not immediately available to receive them.
Protocol A set of rules or conventions that govern the format and relative timing of data in Spatial Concept of describing a space or area of space.
a communications network. There are three basic types of protocols: character-
oriented, byte-oriented, and bit-oriented. The protocols for data communications Stakeholder An individual or group with an interest in the successful
cover such activities as framing, error handling, transparency, and line control. delivery of intended results by a project.
Public Safety A facility equipped and staffed to receive 9‑1‑1 calls; a generic name Supplemental Information that may complement, but is not necessary for, call handling
Answering for a municipal or county emergency communications center dispatch Call Data and dispatch. This data typically would be automatically or manually
Point (PSAP) agency that directs 9‑1‑1 or other emergency calls to appropriate police, queried after the call is delivered to the call taker. Examples include contact
fire, and emergency medical services agencies and personnel. information for someone who should be notified of a medical emergency,
building blueprints, other addresses in the immediate vicinity, etc.
Public Switched The network of equipment, lines, and controls assembled to establish
Telephone Network communication paths between calling and called parties in North America. Supportive Call Data Information beyond essential data that may support call handling and
(PSTN) dispatch. The addition of this data to the call stream is triggered by
one or more of the data or reference items in essential data for a given
Quality Assurance The activity of providing evidence needed to establish confidence among all call type. An example is ACN data such as “vehicle rollover.”
(QA) concerned that quality-related activities are being performed effectively. System of Systems Interconnected and decentralized system of interoperable networks.
Quality Control (QC) The activity of ensuring that products or services are designed Telecommunications Also known as TTY (see “Teletypewriter [TTY]”).
and produced to meet or exceed customer requirements. Device for the
Redundancy Duplication of components, running in parallel, to increase Deaf (TDD)
reliability; a backup system (either a device or a connection) Telecommunications A lobbying and trade association, which is the result of the
that serves in the event of primary system failure. Industry Association merger of the USTA (United States Telephone Association)
9-1-1 Sys. Ops.

Reliability The ability of a system or component to perform its required (TIA) and the EIA (Electronic Industries Association).
functions under stated conditions for a specified period of time. TCP (Transmission The set of rules within the TCP/IP protocol suite that ensures that all
Remote Access Communication with the NG9‑1‑1 system and services from a remote Control Protocol) data arrives accurately and 100-percent intact at the destination.
location through a data link. Authorization and access permission Telematics The system of components that supports two-way communications with a motor
to system resources will be based on pre-defined user roles. vehicle for the collection or transmission of information and commands.
Sys. Reqs.
Requirement A statement of a characteristic that the system must possess in order to be Telephony The electronic transmission of the human voice.
acceptable; the desired system is defined as one that fulfills all of the requirements. Teletypewriter (TTY) Also known as TDD. A device capable of information interchange
Router An interface device between two networks that selects the best between compatible units using a dial-up or private-line telephone
path to complete the call even if there are several networks network connections as the transmission medium.
between the originating network and the destination. Transfer A feature that allows PSAP call takers to redirect a 9‑1‑1 call to another location.
Appendices
Appendices
Security The ability to provide adequate data and service protection to mitigate unauthorized
access, service exploitation, and leakage of confidential or sensitive information.
October 10, 2007 | Version 2.0 Glossary | B-5

Transmission Control A layered set of protocols (sets of rules) used to connect dissimilar computers
Introduction
Protocol/Internet together. TCP provides the transport service required by the application
Protocol (TCP/IP) layer. The TCP layers in the two host computers that are sending data will
communicate with each other to ensure reliable data packet transport. IP provides
the service user to deliver the datagram to its destination, providing the routing
through the network and the error messages if the datagram is undeliverable.
User Authentication See “Authentication.”
Voice over Internet A set of rules that provides distinct packetized voice information in
Protocol (VoIP) digital format using the Internet Protocol. The IP address assigned
to the user’s telephone number may be static or dynamic.
Wireless In the telecommunications industry, typically refers to mobile telephony and
communications through handheld devices that make a connection using
radio frequency (in particular frequency bands often reserved for mobile
communications) for personal telecommunications over long distances.
Wireline Standard telephone and data communications systems that use in-ground
and telephone pole cables. Also known as landline or land-based.
9-1-1 Sys. Ops.
Sys. Reqs.
Appendices
Appendices

Introduction
Appendix C: Requirements Style Guide
9-1-1 Sys. Ops.

Sys. Reqs.
Appendices
Appendices
October 10, 2007 | Version 2.0 Requirements Style Guide | C-1
The USDOT NG9‑1‑1 Requirements Style Guide is Level of Detail Data Layer Requirements: 8. Definitions are provided for terms that may be
Introduction
intended to describe the style conventions followed Data requirements describe the data used by the unfamiliar to the audience.
in creating requirements for the NG9‑1‑1 effort. 7. Each system function has at least one
requirement. system in greater detail and are used in conjunction 9. Use of “i.e.” or “e.g.” or “etc.” in requirements
with a data dictionary statements is avoided.
Requirement Types 8. Activities may share the same requirement.
10. Each instance of TBD (To Be Determined)
As stated in Section 4, many types of requirements
9. A requirement cannot be decomposed to just For the data layer, “The system shall…” or TBR (To Be Resolved) is enumerated and
are needed to express the full capabilities needed by one sub-requirement. explained in a trace table, along with criteria
the NG9‑1‑1 System. To ensure that a comprehensive 10. A requirement may contain a list of items as long Performance Requirements: necessary to close the TBD/TBR. (For example:
picture of the NG9‑1‑1 Enterprise has been developed as those items are not requirements themselves. Performance requirements quantitatively describe “Performance value is unknown; performance
the following requirement types are categorized If they are requirements, they are presented as how a specific function of the system is to perform, analysis on x scenario should provide the value
according to Table 4-1. sub-requirements. e.g., how fast, how big, how heavy. The basis for needed by x date.”)
the performance requirement (e.g., engineering
11. If item enumeration is necessary, each item
Requirements Numbering Schema judgment, current legacy system performance, IEEE Standard on word usage:
is identified distinctly and separately by
To ensure traceability, a numbering schema has been commercial industry standard, etc.) is noted where http://standards.ieee.org/guides/style/section5.
a lowercase letter to support tracing and
developed consistent with the hierarchical breakdown applicable. Performance requirements exhibit the html#905
testability. To promote traceability, bullets are
of the Enterprise Segment Activity Roadmap (ESAR) following characteristics for completeness: 1) Value
not used.
to clearly associate the requirements with the ESAR and Units; 2) Probability of Occurrence; 3) Start and Sentence Structure
activity. Examples follow— End Events/Conditions; and 4) Loading Conditions.
Word Choice 1. Use of “or” and “and” is avoided in a
For example—
requirement because, in such cases, there may
1. SC-LOGIN refers to the activity “Login.” The Operations Layer Requirements: “The system shall be capable of processing 100,000 be two different requirements. However, if a
preceding SC indicates that this activity is part Operations layer requirements are typically critical search result sets during a peak hour with true option exists, choose one and document
of the Security Administration service area. functional in nature and are denoted with FR. .95P.” why one was chosen over another.
2. FR-LOGIN-05 represents the fifth requirement Functional requirements are the conditions or 2. Each requirement contains only one “shall”
within this activity. The FR further describes capabilities needed by a user to enable a task, or Any Layer: statement.
this requirement as a functional requirement. actions to achieve a desired outcome. Performance
1. “The user” is used as infrequently as possible. 3. Each “shall” statement contains only one
is not dependent on the “role’s” behavior, but reflects
3. SR-LOGIN-06 represents the sixth requirement Specific names are used, such as “operator,” concept.
the system’s response to the role.
within this activity. The SR further describes “maintainer,” etc. 4. Each “shall” statement has a single verb.
this requirement as a system requirement.
For the operational layer: 2. The use of unverifiable adjectives and adverbs 5. Each “shall” statement has a single subject,
4. DR-LOGIN-35 represents the thirty- (e.g., significant, very, many, more, few, always, which is not a pronoun.
12. “The system shall provide the user the capability
fifth requirement within this activity. The never, optimal) is avoided.
9-1-1 Sys. Ops.
to…” 6. Requirement statements are concise, complete

DR describes this requirement as a data
13. “The system shall provide the operator the 3. Use of negative “shall” statements is avoided. sentences, e.g., a requirement has a subject,
requirement.
capability to…” Specifying what a system will not do may not a function verb (“shall”), and the expected,
5. BR-LOGIN-07 represents the seventh be testable. observable result.
requirement within this activity. The BR 14. “The system shall provide the maintainer the
capability to…” 4. A requirement’s content is never addressed by
describes this statement as a business rule
another requirement.
Sys. Reqs.
within this activity.

System Layer Requirements: 5. Requirements must be concise—non-essential
6. SR-LOGIN-02-01 represents the first detailed
System requirements describe the conditions or language is avoided.
requirement associated to the second high-
level requirement within this activity. The capabilities possessed by the system that support, 6. Use of synonyms to describe an action or noun
SR describes this requirement as a system enable, or satisfy the goal and functional requirements in order to reduce interpretation, is avoided.
Appendices
Appendices
requirement. of the activity. Consistency across all Activities is important.

7. Acronyms should be spelled out at the first time
For the system layer, “The system shall…”
use.
C-2 | Requirements Style Guide Version 2.0 | October 10, 2007

Introduction
Appendix D: Specifications To Be Determined
9-1-1 Sys. Ops.

Sys. Reqs.
Appendices
Appendices
October 10, 2007 | Version 2.0 Specifications To Be Determined | D-1
TBD/TBR Tracking # TBD/TBR Description

Introduction
TBD 01 SR-ANSCL-13 The system shall display a time on hold alert after TBD-01 seconds.
TBD 02 SR-UCLOC-07 The system shall request updated caller location from a mobile call service provider at least every TBD-02 seconds.
TBD 03 SR-SYSTA-02 The system shall support a call/transaction volume of TBD-03.
TBD 04 SR-SYSTA-03 The system response time shall be lower than TBD-04 for any individual transaction within the system.
TBD 05 SR-SYSTR-01 The system shall have a Mean Time Between Critical Failure (MTBCF) of at least
TBD-05 execution hours under normal environmental/operational conditions.
TBD 06 FR-LOGIN-13 The system shall provide the capability to ensure passwords conform to TBD-06 security standards.
TBD 07 SR-LOGIN-14 The system shall lock out a user from the system after TBD-07 failed login attempts.
TBD 08 SR-MTDBC-16 The system shall provide data storage capacity to maintain TBD-08 years of data in an offline archive.
TBD 09 The system shall support TBD-09 simultaneous users.
TBD 10 The system shall support TBD-10 simultaneous transactions.
TBD 11 The system shall support TBD-11 transactions over a TBD-11 period of time.
TBD 12 The system shall require no more than TBD-12 seconds to process a single transaction.
TBD 13 The system shall support a data volume of TBD-13 GB per day.
9-1-1 Sys. Ops.
Sys. Reqs.
Appendices
Appendices
D-2 | Specifications To Be Determined Version 2.0 | October 10, 2007

Introduction
Appendix E: NG9-1-1 Conceptual Databases
9-1-1 Sys. Ops.

Sys. Reqs.
Appendices
Appendices
October 10, 2007 | Version 2.0 NG9-1-1 Conceptual Databases | E-1
This list of conceptual databases includes

Conceptual Database Description
Introduction
the identified information to be managed

and stored within NG9‑1‑1. Items provided Call Record Database This repository contains all relevant call information, including
in this Appendix are not intended as a data references to other repositories, associated with a call.
dictionary nor do they imply an implementation Call Detail Record Database This repository contains all the system (including network)
requiring multiple independent databases
data accessible with the delivery of the call, and all data
but identify the major categories of automatically added as part of call processing. This includes
information within the NG9‑1‑1 System. Essential , Supplemental, and Supportive Data (including a
reference key to network component and call progress records)
and Supportive Data. The Call Detail Record Database is a
conceptual element within the Call Record Database.
Call Recording Database This repository contains the electronic documentation (e.g.,
recording, copy of exchanged text or email) of the interactive
communication (e.g., audio, video, text, image) between the
caller, call taker, and any conferenced parties. The Call Recording
Database is a conceptual element within the Call Record Database.
Civic Address Information This repository contains the authoritative street address
Database guide for the jurisdiction or geographic region.
GIS Layer Database This repository contains the authoritative geospatial rendering
information for NG9‑1‑1 including layers representing terrain,
roads, geographic features, and jurisdictional borders.
Identity Management Database This repository contains all the user access and identity
management information required to ensure authorized access
to the appropriate systems, data repositories, and tools.
Service Routing Database (SRDB) This repository contains the routing information for
the Emergency Services Inter-Network ensuring the
distribution of calls to the appropriate jurisdiction.
ANI/ALI Database This existing repository contains detailed caller data
to include the caller’s telephone number (i.e., ANI),
the address/location of the telephone (i.e., ALI) and
9-1-1 Sys. Ops.
supplementary emergency services information.

Responding Agency Database This repository contains the authoritative record of responding
agency jurisdictional areas and is used to identify the appropriate
responding agencies based on the location of the emergency.
Business Rules Database This repository contains the Business Rules associated with the
system function being described by the activity: Business rules
Sys. Reqs.
describe the operational definitions and constraints that can be

applied to the system that dynamically specify how the system
should react under different circumstances. Business rules are used
throughout the NG9-1-1 system enabling jurisdictions and 9-1-1
Authorities to configure the system based upon the needs of the
Appendices
Appendices
locality or region and can be modified or updated as needed.
E-2 | NG9-1-1 Conceptual Databases Version 2.0 | October 10, 2007

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Next Generation 9-1-1 (NG9-1-1) System Initiative

System Description and Requirements Document

Document Change History

Version Publication Date Description of Change

ii | Version 2.0 | October 10, 2007

9-1-1 Sys. Ops.

October 10, 2007 | Version 2.0 Table of Contents | iii

NG9‑1‑1Community Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Dispatch Operations Layer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

Call Processing Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11

Data Management Service Area . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7

iv | Table of Contents Version 2.0 | October 10, 2007

9-1-1 Sys. Ops.

1 It is assumed that emergency service networks will be

October 10, 2007 | Version 2.0 Introduction | 1-1

supporting emergency services—from public It is expected that a variation in operational

The NG9‑1‑1 System is an emergency call delivery 2

PSAPs will provide emergency medical pre-arrival

1-2 | Introduction Version 2.0 | October 10, 2007

1.3 Document Overview The Technical System Requirements section

9-1-1 Sys. Ops.

9-1-1 Sys. Ops.

October 10, 2007 | Version 2.0 Enterprise Overview | 2-1

level depiction of the community members and

presented in Figure 2‑1, is a graphical

various stakeholders and how these stakeholders

2-2 | Enterprise Overview Version 2.0 | October 10, 2007

October 10, 2007 | Version 2.0

Enterprise Overview | 2-3

2-4 | Enterprise Overview Version 2.0 | October 10, 2007

The Dispatch Operations Layer, depicted on The Emergency Services Internetwork,

9-1-1 Sys. Ops.

October 10, 2007 | Version 2.0 Enterprise Overview | 2-5

configuring the 9‑1‑1 enterprise. The 9‑1‑1 (emergency communications routing

proxies and legacy selective routers);

2-6 | Enterprise Overview Version 2.0 | October 10, 2007

(*) THIRD-PARTY CALL

9-1-1 Sys. Ops.

October 10, 2007 | Version 2.0 Enterprise Overview | 2-7

updates, performing routine maintenance, and by managing access to the network.

2-8 | Enterprise Overview Version 2.0 | October 10, 2007

[Activity Code] Activity Name

9-1-1 Sys. Ops.

October 10, 2007 | Version 2.0 Enterprise Overview | 2-9

9-1-1 PSAP Operations [PSAP]

[CR-TRCIN] Transfer Call Records [PA-MACDR] Manage Automatic Call Distributor

Figure 2–9: NG9-1-1 PSAP Operations ESAR

2-10 | Enterprise Overview Version 2.0 | October 10, 2007

9-1-1 System Administration [SYAD]

9-1-1 Sys. Ops.

Figure 2–10: NG9-1-1 System Administration ESAR

October 10, 2007 | Version 2.0 Enterprise Overview | 2-11

9-1-1 Systems Operations [SNSP]

[DA-PFDBT] Perform Database Auditing

References: NRIC VII-1B, NRIC VII-1D

Goal: Audit the accuracy of the NG9-1-1

Figure 2–11: NG9-1-1 System Operations ESAR

2-12 | Enterprise Overview Version 2.0 | October 10, 2007

9-1-1 Sys. Ops.

9‑1‑1 calls reflect either 9‑1‑1 calls placed by

Table 3–2: System Support Capability Use Cases

Capability Use Case Figure Description

4 NG9‑1‑1 will allow the deployment of virtual PSAPs,