The Emergency Services Working Group (ESWG) of the CRTC Interconnection Steering Committee has undertaken extensive research regarding the applicable laws and practices regarding multi-line telephone systems (MLTS) in Canada and the United States, and created a list of best practices regarding the use of MLTS for 9-1-1 services.
Because Canada does not have legislation governing MLTS similar to that of the United States, the MLTS configuration practices that the list provides are very important for Canadian MLTS owners, operators, providers, and/or resellers.
These best practices ensure that 9-1-1 calls are received locally with accurate location information. The list is stakeholder specific and will be updated as required.
For telecommunications service providers (TSPs)
- The ESWG recognizes that some 9-1-1 network providers offer private switch-automatic location information (PS-ALI) or equivalent service solutions, including equivalent next-generation 9-1-1 (NG9-1-1) service to manage customer name and address information, and encourages those entities that do so, to continue to do so.
- TSPs and applicable resellers should provide services that enable MLTS providers, resellers, owners, and operators to access local 9-1-1 systems in alignment with all MLTS best practices.
For MLTS owners, operators, providers and/or resellers
1.Accessing 9-1-1 Services
1.1 Dialing (without requiring any prefix or code) to 9-1-1 from any MLTS should be implemented as part of the provisioning of the service, where technically feasible.
1.2 In cases where the MLTS dial plan uses a dialing prefix, or dialing prefixes, for regular calls (e.g., local, domestic long distance, and international long distance), the dial plan should be set up to reach 9-1-1 with or without the existing dialing prefix.
1.3 MLTS calls should be routed directly to the PSAP without being directed to a central internal answering position such as a security desk, receptionist, or operator.
2.Caller Location Information and 9-1-1 Call Routing
2.1 MLTS owners, operators, providers, and/or resellers should work with their TSPs to assign a unique automatic number identification (ANI) for identifying the location of each fixed endpoint or group of co-located devices used to contact 9-1-1. This could be accomplished through an automated or manual process leveraging the existing ANI/ALI procedures of the incumbent local exchange carrier (or NG9-1-1 equivalent).
2.2 MLTS owners, operators, providers, and/or resellers should work with their TSPs to ensure that sufficient location details are made available to public safety answering points (PSAPs) and the 9-1-1 system to assist in quickly ascertaining an accurate location and enable direct routing of 9-1-1 calls from fixed endpoints.
2.3 MLTS owners, operators, providers, and/or resellers should configure systems where possible to
2.3.1 provide an ANI assigned to an accurate location when the location of the caller is known, or
2.3.2 provide the default location associated to the local MLTS, or
2.3.3 default to the nomadic voice over Internet Protocol 9-1-1 call processing if the location is not fixed or cannot be determined.
2.4 The phone number provided to the PSAP should be dialable from outside the MLTS, allowing the PSAP to call the endpoint back if necessary.
3. Awareness and Notification
3.1 When someone connected to an MLTS dials 9-1-1, notifications should be issued to on-site or off-site personnel with the relevant information, including who called, when they called, and from where they called. Notification should occur in parallel and without interrupting or altering the call path to 9-1-1.
Notifications should be issued to on-site personnel trained in providing direction to first responders so that they get to the site of the emergency quickly.
4. MLTS Implementation
4.1 MLTS owners, operators, providers, and/or resellers should include end user educational materials explaining risks and benefits, so that they can ask appropriate questions and make informed decisions on deployment. These include
4.1.1 The risks and benefits of provisioning accurate location information for use when 9-1-1 is dialled, and
4.1.2 any risks associated with requirements for prefix dialing.
4.2 MLTS owners, operators, providers, and/or resellers should accurately program and test MLTS to deliver and display information required by the appropriate PSAP, including ANI and dispatchable location.
4.3 MLTS owners, operators, providers, and/or resellers should install and maintain systems with the same level of 9-1-1 service that other users connected directly to the public switched telephone network (PSTN) receive. The following information should be included with the 9 1-1 call:
4.3.1 an appropriate callback number to reach the calling party such as a direct inward dialing (DID) number or internal extension, or front desk, in the event a DID number or internal extension is not accessible
4.3.2 specific accurate location of the 9-1-1 caller; and
4.3.3 additional information about the caller’s location (such as building name or number, floor, section or room number) to better direct responders to the caller’s specific location.
5. Plan for the Future
5.1 The ESWG recommends that MLTS owners, operators, providers, and/or resellers begin planning for NG9-1-1 by discussing plans with their MLTS vendors to make additional data available to PSAPs. These discussions should take into consideration that the framework and timelines for additional data (provision, transmission, and access) in Canada are currently in the planning stages.
The ESWG submits that these recommendations and best practices should be implemented by all parties as soon as it is practical and appropriate to do so.
For more information, visit crtc.gc.ca