NOTES:

•4 existing NENA Standards being consolidated into new ANS

•Revise and update for current best practices and incorporate for new technologies

•Keep generic for PSAPs of all sizes

•What differences exist for a 9-1-1 Call Processing protocol among the three standard-setting organizations (NENA, APCO, NFPA)

Future work: scientifically determine how to develop performance standards.

Simplified call flow developed:

  1. Call initiated
  2. Call Arrival at PSAP
  3. Call Presented
  4. Call Answered
  5. Call Processed

1-4 = NENA 56-005 90% answered w/in 10 seconds, 95% answered within 20 seconds

1-5 = NFPA 80%within 60 seconds, 95% within 106 seconds

New definitions:

Call Arrival. The condition when a call is presented to PSAP CPE.

Call Answer. The condition when a call is delivered to and acknowledged by a Telecommunicator and live call processing has begun.

Call Answer Interval. The elapsed time between call arrival and call answer.

Refined: 95% of all calls answered within 15 seconds, 99% answered within 40 seconds.

Input: Application of the measure to the busy hour would provide a better measure. Rolling busy hour: During any given one-hour period, the measure shall apply. Apply the standard to a long enough time frame to average things out. Apply standard to any given day.

Suggestion to add box for call queue between 2 and 3.

From existing NENA documents, what recommendations are obsolete or in need of revision:

Location verification

NG9-1-1 considerations

Any others?

Input: Document should state how calls are handled. Outbound text could also be used for responding to hangups. Apply standard to 9-1-1 calls rolled over to admin lines. NFPA compliance evaluate monthly based on previous month's data, and compiled over a year period.

What new additions need to be considered for a comprehensive call processing standard?

Silent calls?Recommendation that the silent call will be documented and challenged with a TTY.

Handling of multiple redundant calls? All calls should be triaged.

Adding Classes of Service to STA-010. Call for participation.???????

What’s Next / Action Items:

  • Requested volunteers for the NEW WG – Adding Classes of Service to

If any new WGs are formed provide the name of the WG and contact information for those wanting to volunteer.

Ensure any presentations/documents displayed or handed out are included on the USB stick.