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HomeMy WebLinkAboutBellSouth Scope of WorkCity of Miami Police and Fire - Scope of Work August 26, 2004 BELLSOUTH City of Miami Police and Fire Department 9-1-1 System Enhancement SCOPE OF WORK Prepared by BellSouth September 22, 2003 Updated August 26, 2004 Miriam Buonomo — Account Manager Juan Montes — Network Sales Engineer 3 POSITRON Page 1 of 34 City of Miami Police and Fire — Scope of Work © BELLSOUTH August 26, 2004 Intent BellSouth is pleased to offer to the City of Miami a turnkey solution for 911 services for the City Police Department and the City Fire Department. The systems proposed have been designed under the direction of the City of Miami. The primary intent of this system enhancement is compliance with Federal Communications Commission's requirements for deployment of Phase II Wireless 911 Services Technology that allows transmission and application of accurate location data for 911 calls from cellular telephones by Public Safety call takers. This requirement is intended to provide more accurate dispatch of Emergency Services personnel to meet the needs of citizens in extremely critical emergency situations. As part of the transition to the proposed CTI-based system, BellSouth has proposed the following option for the 911 trunks (detailed below). The system, as designed, will operate with the existing G3 PBX, which will be upgraded to allow the functionality needed for total systems integration. This functionality is described in the documentation that follows. Computer Telephony interface (CTI) will integrate the power of 911-specific PC applications software with the 911 telephone calling environment to provide Emergency call takers with tremendously increased information resources at their immediate disposal. Call takers will then be capable of significantly more efficient and timely responses to citizens In distress. POSITRON Page 2 of.34 City of Miami Police and Fire - Scope of Work O BELLSOUTH August 26, 2004 911 Trunking and Facilities CITY OF MIAMI POLICE DEPARTMENT Upon the City of Miami's approval of the new fiber equipment recommendation and, once a service order is generated for the new 911 trunks, such trunks will be designed and engineered from the existing shared SMARTPath fiber cable. These redundant fibers enter the 400 N.W. 2nd Avenue building via dual entries from the Grande and Metro Central Offices by means of totally separate runs that have no common manholes and no common point of failure between the central offices and the G3 PBX. The new fibers will feed a new FiberReach multiplexer equipped with the newly approved SLC LineReach Access System. This system will provide the feed for the G3 PBX by means of DS1 signals (to handle the administratlon/non- emergency lines) and the feed for the new Positron 911 equipment via 22 DSOs (to handle the emergency lines). Utilizing these new fiber facilities, the FiberReach / LineReach equipment and Positron's Life Line 100 ANIIALI Controller, the current D4 channel banks and Epic 911 system will be totally eliminated. This new system architecture will greatly enhance the current system by having state of the art technology fed by redundant spare fibers in a self -healing Ring having alternate Central Office redundancy. The FiberReach and LineReach equipment can be either rack or wall -mounted In the 4th floor equipment room and provides a maximum of 48 DSOs and 26 T1s. The physical dimensions of the FlberReach multiplexer equipped with the LineReach channel bank are 9.5"H, 20.2"W and 13.1"D. The process to convert the existing system to the new configuration will not disrupt current service and will be done at a time and date specified by the customer. Implementation and replacement of the existing D4 channel banks and the upgrade of the existing 911 equipment calls for the operation of a dual system environment in front and behind the G3 during installation and testing of the new facilities, equipment and hardware. The currently functioning system (SMARTPath fibers and DDM-2000 multiplexer) will be retained while the G3 PBX is portioned to allow Installation and testing of the completely new facilities feeding into the G3 (DS1s) and the Power 911 System (DSOs). The new system and equipment will be continuously operated during the specified testing period to help ensure functionality and operability upon actual cutover. Afterwards, the D4 channel banks and Epic 911 system will be removed and replaced permanently with the new FiberReach LineReach system and the Life Line 100. Also, the existing DDM-2000 multiplexer may be removed, depending on the services it feeds and whether they can be cutover without exhausting the new FiberReach (26 T1s). Note that Special Construction Charges may apply in order to complete the new system architecture. POSITRON Page 3 of 34 City of Miami Police and Fire — Scope of Work August 26, 2004 0 BELLSOUTH 911 Trunking and Facilities (continued) CITY OF MIAM! POLICE DEPARTMENT (continued) BellSouth will perform maintenance tests on the feeder system redundancy on a quarterly basis and report the results to the City of Miami in order to assure that the fiber multiplexer works the way It was designed at all times. The total estimated time of the Project, from the time of Order Issuance to System Acceptance, is estimated to be approximately 90 days. 911 BACK-UP CENTER The Back-up Center for the Police Department's 911 lines will be designed along similar lines to the main PSAP regardless of its permanent location. The existing Fire College location, due to its remote environment, is currently served by only one fiber optic cable path. Suggestions for upgrading the existing cable facilities for the required 911 trunks include: 1. Inclusion of the dual path cabling requirements by the Fire College which would require extensive work and appropriate Special Construction Charges. 2. Utilization of a BellSouth -offered product identified as the SLC Series 5 Channel Bank System which would allow for the current fiber optic facilities without the requirement for a D4 channel bank by provisioning DSOs. Page 4 of 34 PPOSITRON City of Miami Police and Fire — Scope of Work August 26, 2004 © BELLSOUTH Intelligent Workstations The following sections describe the functionality and architecture of the proposed PSAP system using a customer -provided Avaya Definity (formerly Lucent G3) PBX for Telephony, under control of a Positron Public Safety Systems Corp. Power 911 IWS (Intelligent Workstation). Positron's DeflnitylG3 based IWS 9-1-1 system is by far the most advanced available today, providing all of the following: Full complement of NENA Recommended Interfaces The Positron solution includes a Life Line 100 E9-1-1 ANI/ALI Controller, which provides the standard interfaces mandated by NENA. Intelligent Workstation with First -Party CTI Call Control of a G3 PBX Positron's Power 911 Intelligent Workstation (IWS) provides on -screen control of G3 call handling in an E9-1-1 environment. The First -Party call control (call control interface at each position) ensures that there is no single point of failure that would negatively impact call control at more that one position. Optional Backup Mechanism In case of G3 PBX Failure Positron is the only vendor offering an optional backup mechanism that allows 9-1-1 calls to be answered in the event of failure of the G3 PBX. The Life Line 100 controller can, upon PBX failure, re-route the 9-1-1 Trunks to a system of backup phones. Without the backup mechanism, the PBX effectively becomes a system -wide single point of failure. Page 5 of 34 pPOSITRON City of Miami Police and Fire — Scope of Work August 26, 2004 System Architecture ALI Database Controller Intelligent Swltchover Avaya Definity (Lucent G3) © BELLSOUTH Fire Department 7 Positions Power 911 IWS Bridged Line Appearance Police Department 15 Positions Power 911 IWS ACD CaII Distribution CallMaster VI Telephony Interface CaII Flow Overview • E9-1-1 Trunks carry calls from the tandem to the Life Line 100 ANI/ALI Controller, which then feeds the lines to the G3 PBX. • Separate trunk groups serve the Police Department (15 E9-1-1 Trunks) and Fire Department (7 E9-1-1 Trunks). The Definity/G3 makes calls available to the Police Department positions via the PBXs Automatic Cali Distribution (ACD) mechanism. The DefinityfG3 makes call available to the Fire Department via the PBX's common line appearances (i.e. bridged appearance). Administrative lines (7-Digit Emergency, Ringdowns, etc.) are fed directly to the Definity/G3, and accessible to both Police and Fire Departments as Common Line Appearances. Page 6 of 34 13 POSITRON City of Miami Police and Fire — Scope of Work August 26, 2004 Call Flow Scenario The following describes a typical call flow scenario: o BELLSOUTH 1. A Caller dials 9-1-1 and is routed via the Tandem to one of the 15 E9-1-1 Trunks within the PSAP's Police Trunk Group. 2. The Positron Life Line 100 ANI/ALI Controller's NIM Module associated with the particular trunk (each trunk has its own dedicated NIM — Network Interface Module) detects the call, decodes the ANI, and immediately triggers an ALI database lookup. 3. ALI Is requested simultaneously over redundant links to the ALI Database pair. The Life Line will use whichever ALI comes back first. 4. While the ALI lookup process is occurring, the Llfe Line controller is also passing the call through to the Avaya Definity (G3) PBX. The call is routed from the NIM to an Analog CO line card (TN 747B or equivalent) on the Definity/G3 where it then fed into an ACD (Automatic Call Distribution) queue (the Police Department trunk group is on ACD). 5. The ACD function routes the 9-1-1 call to an appropriate logged -In calitaker. 6. When the calitaker answers the call, the Life Line 100 controller immediately sends the associated ALI to the calltaker's position. Since the Life Line 100 performs ALI lookup as soon as ANI is decoded (i.e. does not wait for a calitaker to answer), and holds it in a buffer until needed, ALI will often be immediately available to the calitaker upon call pickup. 7. The calltaker can transfer the call as appropriate (either back out over the Tandem, to an external party via the PBX, or to an internal party via the PBX). 8. 9-1-1 calls can be transferred from the Police Department workstations to the Fire Department Trunk Group via transfer through the Tandem, back into the Llfe Line 100 controller. 9-1-1 Calls in the Fire Department Trunk Group are accessible as Common Line Appearances by all Fire Department workstations. These calls are not fed to an ACD Queue, but instead all ring at all positions, with Power 911 IWS providing both call queuing and individual trunk access under calltaker control. 9- 1-1 calls received over the Fire Department Trunk Group (however they were routed) also have ALI and are fully transferable. 9. Calls received over administrative lines enter the Definity / G3 directly, and are accessible by Police Department and/or Fire Department workstations as Common Line Appearances. These can be queued by Power 911 IWS as well. 10.9-1-1 Calls that are not transferred can be released. • Page 7 of 34 pPOSITRON City of Miami Police and Fire — Scope of Work Q BELLSOUTH August 26, 2004 Life Line 100 E9-1-1 ANI/ALI Controller The Life Line 100 E9-1-1 ANI/ALI Controller is designed to meet the strict demands of E9-1-1. It supports MF and Enhanced MP, as well as FCC Phase I and II wireless requirements. The Life Line exceeds industry reliability standards and provides exceptional functionality. Performance The Non -blocking design of the Life Line 100 ensures all calls processed simultaneously, eliminating any potential bottleneck situations. Each trunk interface contains a dedicated MF receiver, allowing the Life Line 100 to decode ANI of multiple calls faster. ALI is requested immediately after ANI decoded, and often available prior to the call being answered. The Life Line 100 controller provides: • Direct Interface to E9-1-1 Trunks. • ANI Decoding (MF and Enhanced MF). • ALI Lookup • NENA mandated standard interfaces • Redundancy for 9-1-1 related functions • Optionally: Fallback Mechanism to Backup Phone System • AC/DC provides power • Fully redundant • SIO runs 12 display ports • Each port is Independent • Fully redundant • COM provides all inter -module communications via dedicated processor • Communication to extemal devices (ALI,) • Fully redundant • Performs ALI dip as soon as ANI is received, typically before call is answered • NIMs perform call processing, central office interface and telephone functions • Every N IM functions independently of the COM module, or other NIM's on the shelf (including reception and decoding of MF tones) 13 POSITRON Page 8 of 34 City of Miami Police and Fire — Scope of Work © BELLSOUTH August 26, 2004 Life Line 100 E9-1-1 ANI/ALI Controller (continued) The proposed Life Line 100 E9-1-1 AN11AL1 Controller is configured es follows... Number of Positions Equipped 22 Capacity 36 Expansion Limit Over 100 Positions Number of E9-1-1 Trunks 22 32 (4 shelves x 8 cards per shelf) Over 100 Trunks Number of Shelves 4 (1 in first cabinet 3 in second cabinet) 4 (with proposed 2 cabinets) Over 12 Shelves (with additional cabinets) Number of 7 foot Cabinets 2 As needed As needed Avaya Definity (Lucent G3) PBX The Avaya Definity (Lucent G3) PBX Is used for Telephony, and provides: • Interface to E9-1-1 Trunks (via Life Line 100). • Direct Interface to 7 Digit Emergency Lines. • Direct Interface to Administrative Lines. • Direct Interface to Ringdown Lines. • ACD Queuing. The proposed configuration assumes a customer -provided PBX. POSITRON Page 9 of 34 City of Miami Police and Fire — Scope of Work August 26, 2004 First -Party Cali Control © BELLSOUTH A digital line (2-wire DCP Interface - Digital Communications Protocol) from the PBX which would normally have terminated on an Avaya phone set instead connects to a CallMaster VI voice terminal at the answering position. This device emulates an Avaya phone set and connects to the Power 911 Intelligent Workstation (IWS) computer via a serial connection, giving Power 911 IWS first -party CTI control of the "virtual" Avaya phone. It also provides voice path to the IAP/PC Card (described further on). Power 911 Intelligent Workstation to G3 Interface - CALLMASTER VI Mute Headset On/Off Logout AuxWork Park Message Waiting Call Appearance Call Appearance Release Voice Path EIPOSITRON Page 10 of 34 City of Miami Police and Fire - Scope of Work © BELLSOUTH August 26, 2004 Power 911 intelligent Workstation to G3 Interface - Connection to Each Position MODULAR WALL JACK WIRING Pin Psir Name Description 1 f 6L-W 14Hre ITip) II s W-BL 2-Wire pimp) as CALLMASTER VI 1111 111111 V1111111111111411111111i11111111 '114I,1IiM1T1111l1! Al 1''Ili' iIII . I ; Ilil I..41 V411' Avaya G3 PBX 2-Wire DCP Interface DBW cable EIAITIA-574 Serial Cable Power 911 IWS POSITRON Page 11 of 34 City of Miami Police and Fire - Scope of Work August 26, 2004 Supported Telephony Features © BELLSOUTH The proposed system supports the following telephony line types and features... Supported Line Types • 9-1-1 CAMA trunks. • Administrative lines with or without Caller ID. • Virtual ring down lines (regular loop -start lines where CO assures the ring signaling). Telephony Features • Automatic agent Iogonllogoff on headset detection. • AfterCalMWork • Autoln / Manual In • AuxWork (with Reason Codes) • DoNotDisturb • Conference (same line). • NoHold Conference. • Blind Transfer. • Mute. • Hold. • Park / Unpark. • CaII Forward. • Supervisory Listen & Join features. • ACD in either forced or non -forced connect modes. • Shared lines via the bridged call appearances feature. • Caller ID on administrative lines (if equipped). • Display of ACD Queue statistics. 13 POSITRON Page 12 of 34 City of Miami Police and Fire — Scope of Work © BELLSOUTH August 26, 2004 Supported Transfer 1 Conference Methods The following telephony transfer and conference methods are supported... 9-1-1 Tandem Transfer / Conference This method is available for incoming calls on 9-1-1 (CAMA) trunks only. It is a same line no -hold transfer/conference with the ANI information propagated by the tandem to the additional party (another 9-1-1 agency equipped with CAMA trunk interfaces). PBX Same Line Conference / Blind Transfer This is the default method used to perform transfer/conference. Parameters are as follows... Source (original caller) Destination (added party) Agency telephone Access Type Agency Telephone No. Format External or internal on either 9-1-1 or Ad min lines Internal or External SameLineBlindTransfer or SameLineConference <external number or PBX intemal extension numbers Power 911 G3 PBX Interface for Event Monitoring Power 911 System also interfaces to the G3 PBX via ASAI (PREM) / Dialogic CT - Connect interface for purposes of event monitoring only (not call control). The interface is standard Ethernet from the G3 to a Positron Event Monitoring Server (which is also networked with the Power 911 Intelligent Workstation LAN). 3 POSITRON Page 13 of 34 City of Miami Police and Fire - Scope of Work August 26, 2004 IAP/PC Card © BELLSOUTH The IAP/PC card is a PCI-bus card which resides in each workstation computer. It's on -board DSP (Digital Signal Processor) provides TDD signal processing, audio recording, as well as Integration to Radio audio via its Balanced and Adjustable High Quality Audio Interface. The 4-wire variant is required (PN 913560/3 or /4). Balanced and Adjustable High Quality Audio 13 POSITRON Page 14 of 34 City of Miami Police and Fire — Scope of Work ® BELLSOUTH August 26, 2004 Configuration of the Avaya G3 PBX For a Power 911 IWS system in a Avaya G3 configuration, the 9-1-1 CAMA Trunks enter the Life Line 100 via the first CLIC on the NIM Modules (just like in a non -PBX based system). They exit via the second CLIC on the NIMs and are then connected to the G3 PBX. For each of these LL100 to G3 line connections (I.e. one per 9.1- 1 trunk), the G3 must provide an Analog Trunk Port. Each Power 911 Intelligent Workstation, via a CallMaster VI Voice Terminal, interfaces to the digital line (DCP) that would have gone to an Avaya set in an normal setup. The Voice Terminal is administered as a CaIlMaster VI (606A) Definity Phone. The telephony functions are provided On -Screen, and greatly enhanced by Power 911 IWS. The G3 responds transparently to CTI commands received from Power 911 IWS as if issued by a calltaker using a standard Avaya phone set. The following sections provide further detail on G3 requirements and programming considerations Avaya DEFINITY PBX System - Hardware and Software Requirements Either of the following: Model No. ! Revision Definity ECS Release 8 (or higher) Model No. ! Revision S8700 Media Server Release 11 (MultiVantage software) 9.1-1 Compatible Trunk cards • Recommended: Analog CO line card TN 747E or equivalent (set w/disconnect supervision). • Analog DID line card TN753B or equivalent (does not support disconnect supervision). Administrative Trunk cards with Caller ID • Analog CO line card with Caller ID (TN 429D or equivalent). • ISDN PRI card DS1 interface (TN 464F or equivalent). Administrative Trunk cards without Caller ID • Analog CO line card (TN 747B or equivalent). • Analog DID card (TN 753E or equivalent). Optional Additional Items (see note) • Multi -Application Platform for Definity (MAP-D) (TN801 B or equiv). • Definity LAN Gateway Software • CallVisor ASAI Link Software (Core & Plus Capabilities) Note: The above items are required to provide Power 911 IWS with ANl/AL1 data in a multi-PSAPs environment with PBXs configured for Network ACD or where 9-1-1 calls are susceptible to be ACD-to-ACD transferred (ACD calls transferred to a secondary ACD queue). 53 POSITRON Page 15 of 34 City of Miami Police and Fire — Scope of Work August 26, 2004 PBX Programming Considerations © BELLSOUTH The following programming considerations apply only to: • Stations where Power 911 is in use, and • Trunks (9-1-1 and/or administrative) accessible via the Power 911 workstations. General settings The AUTOHOLD feature on the PBX should be enabled to prevent Inadvertent 9-1-1 call release. 9-1-1 Trunk configuration settings in ACD environment • 9-1-1 trunks connected to the Life Line 100 and then routed to the Avaya DEFINITY PBX must be terminated on appropriate VDNs (do not expect digits from the Life Line 100). • VDN names rnust be programmed with the same prefix. As an example, all the VDN names shall be programmed to start with ACD. This prefix is programmed by default in the Power 911 CSSServlces.ini file. • One trunk group must be allocated per trunk. Trunk group names must be programmed with a 7-digits address as follows: • The first digit must be set to the letter T, • The following 3 digits must be 911, • The remaining 3 digits must correspond to the trunk number on the Life Line. As an example, T911001 shall correspond to the Life Line 100 trunk number 1. 9-1-1 Trunk configuration settings in non-ACD environment • Each trunk should be terminated on a dedicated virtual station with the first two buttons (button #1 and button #2) being programmed for call appearance. These two buttons should then be mapped to two station buttons on the Power 911 workstation(s) as bridged appearances to provide shared access. Note: The assignment of 2 buttons per shared line on Power 911 workstation is recommended to maintain 9-1-1 call appearance on the 9-1-1 Queue button in the Power 911 GUI when performing telephony conference operation. • One trunk group must be allocated per trunk. Trunk group names must be programmed with a 7-digits address as follows: • The first digit must be set to the letter T, • The following 3 digits must be 911, • The remaining 3 digits must correspond to the trunk number on the Life Line equipment. As an example, T911001 shall correspond to the Life Line 100 trunk number 1. Page 16 of 34 POSITRON City of Miami Police and Fire — Scope of Work August 26, 2004 Q BELLSOUTH Administrative, Ring Down and Personal CO Lines • Each line to be shared should be terminated on a dedicated virtual station with button #1 being programmed for call appearance. To provide shared access, this button must then be mapped as bridged appearance to a button on the station(s) associated to a Power 911 workstation. When conferencing on that line, the call will migrate to one of the phone call appearance buttons (personal DN). This migration will be reflected on the Power 911 GUI as a move from one Queue button to the personal DN Queue button. To avoid this migration, a second button (button #2) may be programmed and then mapped as a second bridged appearance button to each station set. • Personal CO lines must be terminated on a virtual dedicated analog station set. Access is then routed to the IWS (CallMaster VI) station set via analog bridged appearance. Station configuration settings • Power 911 operates via the Call Master VI Voice Terminal (station type cm6). • In the DEFINITY environment, VDN and DN calls end up on the same call appearance phone button(s), the display is therefore used to discriminate between the two. The DEFINITY must be configured to show either VDN or trunk group names on the station display upon call presentation. • All stations must be configured with "Restrict Last Appearance" setting enabled. • In the 9-1-1 environment, auto -privacy on call connect is not appropriate. Recommended station settings are for no Automatic or Manual Exclusion. Agent configuration settings • For each agent configured on the switch, the Agent Login ID should be part of its name per the following format: XXXX:AgentName where XXXX corresponds to the agent login ID. This allows proper routing of ANI/ALI information when transferring 9-1-1 calls between Power 911 positions. El POSITRON Page17of34 City of Miami Police and Fire — Scope of Work August 26, 2004 General notes • All names shall be limited to a maximum of 15 characters. This applies to: • Station names ■ Agent names • Trunk Group names • VON names BELLSOUTH • A line can be bridged on up to 63 stations. Up to 5 stations can be connected concurrently on a bridged appearance line (these are PBX limitations). • 29 dual -led buttons (PRIN type) are available on the Power 911 workstation (Call Master VI) for either call or bridged appearances. This includes two (2) physical dual -led buttons (PRIN type) located on the Call Master VI unit. • 39 single led buttons are available on the Power 911 workstation (Call Master VI) for various Avaya telephony features such as AfterCallWork, Manual_In, Auto_ln, AuxWork (with/without reason code), busy_ind, and DoNotDisturb. POSITRON Page18of34 City of Miami Police and Fire — Scope of Work August 26, 2004 © BELLSOUTH Optional Backup Mechanism in case of G3 PBX Failure Positron's design philosophy has always been to ensure reliability via redundancy and distributed processing, with the goal of No Single Point of Failure in mind. Given this orientation, we felt designs that rely solely on a PBX for call handling were not designed for the critical E9-1-1 environment. We therefore have developed a solution that provides for a fallback should the PBX fail: The NIM (Network Interface Modules) on the Life Line 100 are equipped with 3 CLICs (instead of the 2 CLICs needed in a tandem transfer environment). In the event of loss of the PBX, the Life Line 100 can under PSAP control switch all 9-1-1 trunks to the corresponding third CLICs which in turn are connected to a plain old telephones, multi -line phones or a telephone system. Regardless of failures in the PBX, 9-1-1 calls can still be answered. G3 PBX Failure Backup Mechanism 9-1-1 Trunk G3 Failure Control • • • NIM Module lEar Eff Avaya G3 CallMaster VI Power 911 IWS Backup Telephone or System (03 Failure) The Life Line 100's PBX Failure Control feature triggers the following events: 1. An "ANSWERING SYSTEM FAULT" major alarm message is sent to both the maintenance terminal and the maintenance printer. 2. Any NIM Modules which are idle (i.e. not processing a call) are automatically switched to backup mode. This means that any subsequent calls received on that trunk are routed to the backup phone system (or phone). (optionally, the backup phone can be placed off -hook, which will busy -out the trunk to the CO). 3. Any NIM Modules on which a call is in progress will also be automatically switched to the backup phone system (or phone). If the backup phone is already off -hook, voice path is automatically established. If not off -hook, the backup phone will ring. (Continued...) POSITRON Page 19 of 34 City of Miami Police and Fire — Scope of Work August 26, 2004 (...continued) © BELLSOUTH When the G3 PBX resumes normal operation, the Life Line 100's PBX Failure Control feature, under PSAP control, triggers the following events: 4. An "ANSWERING SYSTEM UP" alarm message is sent to both the maintenance terminal and the maintenance printer. 5. Any calls being handled by the backup phone system (or phone) remain on that system until the call Is over. 6. Any NIM Modules which are idle are automatically routed to the G3 PBX (normal operation). Backup Mechanism in case of Workstation Failure in the Positron Power 911 1WS / G3 implementation, the CallMaster VI Voice Terminal also functions as a basic phone set independently of the workstation computer. This ensures that regardless of the state of the workstation PC, a call in progress remains connected. One of three physical feature buttons on the CallMaster VI is configured with the "Park" feature. In the event of a workstation PC failure, If a call is in progress at that position, the conversation is maintained via the CallMaster VI, and the calltaker has the option of Parking the call for retrieval from any other workstation. "AuxWork" (with predefined reason code) is made available on another of the physical feature buttons. Pressing AuxWork prevents presentation of the next ACD call (you cannot log off with an active call). The remaining physical feature button Is configured for "Logout" and allows the calltaker to log off the PBX when there Is no longer an active call. 3 POSITRON Page 20 of 34 City of Miami Police and Fire — Scope of Work © BELLSOUTH August 26, 2004 Workstation Monitors The proposed system is configured with two LCD monitors at each workstation. One of the two monitors is equipped with touchscreen, and is intended for use with Power 911 (GUI Made 6). The other monitor is intended for Power MAP. LCD model is NEC 1850X or similar (specific model subject to availability from NEC at time of order). This model is available in either black (as shown below) or beige — color must be specified at time of order. Quick Specs on these screens are as follows: • ScreenNiewable Size: 18.1"/18.1" • Native Resolution: 1280 x 1024 • Dot Pitch: 0.28mm • Brightness: 240 cd/m2 white luminance • Weight (with stand): 18.7 ibs r.W'.+Ie kJ}4 3, '�jiff^NIih9 .I�Iti��lri POSITRON Page 21 of 34 City of Miami Police and Fire - Scope of Work August 26, 2004 Integrated Call Recording Ilt Agent Calls hunk : t.ihl L`r 10111 111(. 2h I In '111 H Ih AVAIL IiV1 aI1177 lif r I+f2tlillt}ilA, INS 101 2111 FL'_t 2:s I11L 'lA, III(? 'ilH.:.441.4k_...t6JF: I--it.i;(.lcit4.A. �R It`ll.. t _ `, 610 1,1 671-i.::f 1 Il l . _!_.+iL/I S:Ifl.11.L-L 4i11 F.' Iiirt 'un• i+td Liao k11r 1111;I+11k1,r�f ddl 1,-,q--ik.-C)imtniql,'1 I is l .ti © BELLSOUTH Any trunk or line can he configured to he automatically recorded. Integrated Call Recording can save up to 100 recordings of 30 minutes each. Standard hli.tyt)ack options or access advanced playback software for greater control The integrated recorder provides many advantages over an extemal call recording device: • The Power 911 model is integrated Into the Intelligent Workstation. There is therefore one Tess piece of equipment to take up space at the answering position. • The Power 911 model can be set to record either automatically, or on demand via manual on -screen controls. • The Power 911 model allows a calltaker to select a previous call from the list of calls he or she has handled and playback the recording if still available (recordings are purged from the system over time to conserve disk space, with the exception of recordings that have been tagged by the calltaker as "saved"). • The length of time call recordings are kept (and therefore available for playback) after termination of the call is configurable. Once that time has elapsed, the system automatically purges the recording to conserve disk space. A calltaker can prevent a call recording from being purged by pressing the SAVE/UNSAVE button. When the recording is no longer needed, pressing SAVEIUNSAVE a second time will allow the recording to eventually be purged. There is no limit to how long a recording can be "saved", although how many calls (and of what length) can remain "saved" is limited by the hard drive space available. • Power 911 will also continue to record a conversation for as long as it lasts, well beyond the typical 15-30 minutes of an external position recorder. Recording controls (Record, Play, Stop, Save/Unsave) can be included as buttons on the feature panel (as shown above). • POSITRON Page 22 of 34 City of Miami Police and Fire — Scope of Work © BELLSOUTH August 26, 2004 i: POSITRON Page 23 of 34 City of Miami Police and Fire — Scope of Work August 26, 2004 Integrated TTY © BELLSOUTH Full transcript is recorded, with pre-programmed message support and optional automatic greeting ix> 411 WIIAI I4 YOUlt l:tutl tt46FUCY 0 (ifs Buffered mode allows operator to elite' next entry while receiving text, then i Sera it when Cutler is finished IJ � � �q� r�9 S i r �t i �� � F 7''F�sd d5�y�,•, _H,� �4� �lluwk vt'�r� Automatic detection on Hearing Carry Overt any trunk/line Voice Carty Over Fxit TTY mode without 'Clcasiny call Power 91 1's Integrated on -screen TTY allows call takers to communicate with hearing and/or speech -impaired callers. This functionality handles both ASCII and Baudot Communication protocols, automatically identifying TTY calls using the Baudot protocol. When an incoming TTY call using the Baudot communication protocol is received, the Baudot tones automatically activate the TTY panel. Upon detection of the Baudot tone, automatic muting is activated. The mute is full on the transmit (mouthpiece) side and partial on the (attenuation of 20dB) on the receive side. HCO and VCO modes are also supported. When an incoming TTY call using the ASCII communication protocol is received, the call taker will hear the carrier detection frequency. The calltaker can then click the TTY button to access the TTY panel and click the ASCII button to establish communications with the caller. Both keyboard interaction and pre-programmed messages are supported. The pre- programmed messages are provided in two ways: First, a basic set of messages which are always available, and secondly an additional dynamic set of messages which change depending on the incident type being handled (this second set requires the Incident Detailing Module). A button on the TTY Panel allows printing of the conversation to a network printer. A "Buffered" mode is always available. When turned off, keystrokes (and pre- programmed messages) are sent as they occur. When turned on, messages are buffered and only sent when the calltaker hits the <ENTER> key. This allows the calltaker to type or edit the next outgoing message while the caller is busy sending characters. Page 24.of 34 jPOSITRoN City of Miami Police and Fire — Scope of Work August 26, 2004 Power MIS © BELLSOUTH Three Step Report Generation Power MIS is the industry's easiest to understand MIS package. The integrated Report Generator is an easy to use application "wizard" that allows you to produce reports in three simple steps. Choose the report, apply the filters that are automatically maintained by Power MIS, then choose where to send the report - on screen, printer, export to dozens of formats or schedule it for later processing. Query Capability and Report Automation Reports can be generated on a variety of data including Answer Time, Calls, Abandoned Calls, ALI, Incidents, Trunks, Calls by an Agent and Ca1I Process Time, Power MIS offers easy scheduling of reports. PSAP managers can rely on consistent reporting on a regular basis. The following diagrams provide highlights on use of the Power MIS user Interface... Shift Conflgurator Set 5 ranges for answer time, hold time and process time Shift Conflgurator is the only configuration that the PSAP needs to do! T' %Wu f luJ„pu.,i,a 5,00: Ph1 IG5!o►'rQ`,s+ ":r�;l v; tics Fiti: 13 POSITRON Page 26 of 34 City of Miami Police and Fire — Scope of Work August 26, 2004 Report Wizard — Step 1 Choose the report you want All reports are easily accessed and labeled Report Wizard — Step 2 Filter the report on parameters such as trunk, position, agent, etc. Filters automatically maintained — no configuration required © BELLSOUTH .2T r't'5 . Ilrrlmit Gcnr•r.dnr 1W1: .7111 a lctr 1 of 't (Itclurrl setr,rhur �( IVy 1k73iJ^�°�7, POWER 911 CALL/ALARM REPORTS C .d EVALUATING THE PSAP VOLUME OF ACTIVITIES f:..d Number of Calls ® Number of Calls per Week II Number of Calls per Month ;.•..-m Number of Calls per Quarter - I Number of Calls per Year ..f� Distribution of Calls over time ( O Distribution of Cali Transfers by Agency/Agency Type [ .-d Geographical Distribution of Calls kin Distribution of Calls by TrunklTrunk Group t7- C EVALUATING PSAP PERFORMANCES d OTHER CALL RELATED REPORTS :h-d POWER 911 INCIDENT REPORTS SPECIFICATION SyY 3 POSITRON Page 26 of 34 City of Miami Police and Fire — Scope of Work August 26, 2004 Report Wizard -- Step 3 View on screen, print, export or schedule it for later Double check the filter choices Reports © BELLSOUTH �" I'I , Ilcpoll Iilrkur,llul 1Wi..ull slop 1111 .3llllaullt ul 1.,II1. 111:1 Pod FriF4 3 s94 lsl4!i2�1��"1.Y uSOr����r 4 ° 4 ,..., ..*,�vr, " '1 iieQolt reh =�L w it il�ar 1 s k �a "v4' y} 5iteE� ff N • i Report Name Number of Cale per Day Parametet(:k Frorn:01/01 /20001200:0D AM To:Di/31 /200011:59:00 PM Time Window. Mon • Fri TrunkGroupe: (911) Every report provides the same look & feel, easier to understand Graph to see trends in the data Raw data I .1.a h.o.. Vr.Fr f W..r•1.1'..I I.I4 +11 r M1. lln! •11 POSITRON Page27of34 City of Miami Police and Fire — Scope of Work Q BELLSOUTH August 26, 2004 Power MAP Show/hide any GIS layer Emergencies tocater map Grid allows easy display and access to all emergencies Toolbar Detailed information iA . t' : r .7h .,-vim - e mow'.. Ite 4.1 t,,w_ pWr «� p it J ) P 4 Y.. S 1 N "P +,tU' 2 P 1 i p. !ti `?P.n - - ej .• J h p .w9e64' p +' {,. k.i� .gin Power MAP instantly displays incoming emergency calls on a map and provides advanced features that enhance 9-1-1 call handling activities. Call takers can view call status in real-time. Power MAP is easy to use, with all the standard navigation tools. Power MAP also supports FCC Phase I / Phase II In CAS, NCAS and Hybrid scenarios. Power MAP allows call takers to access multiple layers of detail information as desired such as public buildings, fire fighting resources, and hospital. Multiple views can be opened concurrently. Full emergency management is provided by features such as measurement tool, path finder, and area addresses. Power MAP's Discrepancy Tracking tool, shown on the next page, is an essential tool in the resolution of location discrepancies... Page 28 of 34 pPOSITRON City of Miami Police and Fire — Scope of Work August 26, 2004 Power MAP Discrepancy Tracking Capture map display of the discrepancy Automatically audit who Service order status © BELLSOUTH Original location When processing a call, if there are discrepancies between the ALI information received and the valid GIS data for a location, you can create a discrepancy record. The record is used in the generation of a report that can be sent to the System Administrator. The System Administrator can use the report to effect corrections to the GIS data or the ALI information. Discrepancy records can be created when the call is processed, or at your convenience, using the Discrepancy Tracking tool shown above. Base Map Validation Base Map Validation is a service whereby the following steps are performed: • Positron receives the base map from the customer. • Positron configures Power MAP to use the base map. • Positron demonstrates proof of call display with a valid ALI spill. • Positron provides an overview report on possible GIS data problem areas (note that this does not include correction). BPOSITRON Page 29 of 34 City of Miami Police and Fire — Scope of Work `August 26, 2004 Q BELLSOUTH Project Management BellSouth's E911 Service Consultant shall be assigned to project manage the implementation of this assignment to completion and acceptance. The Service Consultant shall manage the City's network implementation, which shall commence with a review of the Customer's network design and continue with the preparation of the Implementation Plan. This Plan details all of the activities that shall be performed including coordinating with Positron the ordering, staging and installation of the Power 911 equipment. A sample of the project plan and timeline that will be used is shown on the following page. Staging Staging consists of the assembly, software loading, configuration and testing of Positron equipment that will be performed at the Positron plant. Thirty days after staging and testing completion, the equipment will be shipped to the City of Miami. BellSouth and Positron with complete final staging of all Power 911 Intelligent Workstation equipment at the City's final production site. Page 30 of 34 pPOSITRON City of Miami Police and Fire — Scope of Work © BELLSOUTH August 26, 2004 Sam 1 • le Timeline — uir Task Order to Proceed or mmem, Days 1 Start 10/1/03 8:00 Complete 10/1/03 17:00 Dep Owner City of Miami 2 Equipment Procurement 49 10/2/03 8:00 12/9/03 17:00 1 3 Issue order to CCM 1 10/2/03 8:00 10/2/03 17:00 BellSouth/ PM or SC 4 P.O. To Positron 7 10/3/03 8:00 10/13/03 17:00 3 BBS / CCM 5 Equip Manufacturing 20 10/14/03 8:00 11/10/03 17:00 4 Positron 6 Equip Staged/Tested 14 11/11/03 8:00 11/28/03 17:00 5 Positron 7 Equip Shipped 5 12/1/03 8:00 12/5/03 17:00 6 Positron 8 Equip Room ready 20 10/2/03 8:00 10/29/03 17:00 City of Miami 9 Equip Room Inspected 1 10/30/03 8:00 10/30/03 17:00 8 BellSouth SSIM 10 Equip Delivered to Site 1 12/8/03 8:00 12/8/03 17:00 7 Positron 11 Equip Inventoried 1 12/9/03 8:00 12/9/03 17:00 10 BellSouth SS1M 12 Network Orders 55 10/2/03 8:00 12/17/03 17:00 13_, ALI Data Links 1 10/2/03 8:00 10/2/03 17:00 1 BellSouth/ PM or SC 14 1 FBs, Mtce & Net orange 1 10/3/03 8:00 10/3/03 17:00 13 BellSouth/ PM or SC 15 E911 Trunks 2 10/6/03 8:00 10/7/03 17:00 14 , BellSouth/ PM or SC 16 Network Design & Flow 20 10/8/03 8:00 11/4/03 17:00 15 BBS SSIM & BRC 17 Network Installation 2 11/5/03 8:00 11/6/03 17:00 16 BellSouth SSIM 18 Speed Call & Transfer lists 2 11/7/03 8:00 11/10/03 17:00 17 City of Miami 19 Issue RF 1004 1 11/11/03 8:00 11/11/03 17:00 18 BellSouth/ PM or SC 20 1A2 order 6 11/12/03 8:00 11/19/03 17:00 19 BellSouth SSIM 21 BellSouth Documentation 20 11/20/03 8:00 12/17/03 17:00 20 BellSouth/ PM or SC 22 Positron Equipment 15 12/10/03 8:00 12/30/03 17:00 11 23 Lifeline Installation 5 12/10/03 8:00 12/16/03 17:00 _ BellSouth SSIM 24 IAP Work Stations 10 12/17/03 8:00 12/30/03 17:00 23 BellSouth SSIM 25 System Testing 5 12/31/03 8:00 1/6/04 17:00 24 26 911 Trunks 1 12/31/03 8:00 12/31/03 17:00 BBS SSIM & BRC 27 Call Through Testing 1 12/31/03 8:00 12/31/03 17:00 BellSouth SSIM 28 Call Reporter J 2 12/31/03 8:00 1/1/04 17:00 BellSouth SSIM 29 Data Collection & reporting 1 1/2/04 8:00 1/2/04 17:00 28 BellSouth SSIM 30 Alarm Monitoring features 1 1/5/04 8:00 1/5/04 17:00 29 BellSouth SSIM 31 Remote Diagnostics 1 1/6/04 8:00 1/6/04 17:00 30 BellSouth SS1M 32 IAP + equip 1 12/31/03 8:00 12/31/03 17:00 BellSouth SSIM 33 IAP + features 1 12/31/03 8:00 12/31/03 17:00 BellSouth/ PM or SC 34 Customer Training 3 1/7/04 8:00 1/9/04 17:00 31 BellSouth SSIM 35 IAP + Position Training 1 1/7/04 8:00 1/7/04 17:00 Positron 36 Reporting & features 1 1/8/04 8:00 1/8/04 17:00 35 Positron 37 Cutover 1 1/9/04 8:00 1/9/04 17:00 36 BellSouth/ PM or SC 38 Acceptance 30 1/12/04 8:00 2/20/04 17:00 37 City of Miami 13 POSITRON Page 31 of 34 City of Miami Police and Fire -- Scope of Work August 26, 2004 Customer Responsibilities © BELLSOUTH 1. Project Management 2. Designate a single point of contact for all project support issues with the scope of this project. Such person shall have the authority to act on all customer aspects of the services. This individual shall be responsible for defining the City's requirements, ensuring site readiness and implementing any additions, changes or deletions in equipment and/or facilities for each site prior to installation for the Power 911 solution. 3. Ensure that BellSouth Request For Information or documentation needed for this project is delivered within the agreed timeframe. 4. Provide adequate secured storage area on customer site for Positron equipment for the duration of the project. 5. Site Survey 6. Identify desired product, CPE and station equipment placement; any rack or cabinet layouts; circuit demarcation, locations and specifications 7. Provide building layout, including floor plans, cabling and power locations. 8. Order, install and test all trunks prior to installation date. 9. Verify that all necessary conduit, cabling, power, grounding and room for any equipment is available, delivered and installed prior to the installation date. 10. Acceptance Bellsouth Responsibilities 1. Project Management 2. Designate a single point of contact for all project support issues with the scope of this project. 3. Participate in regularly scheduled customer project meetings. 4. Acts as the management contact focal point for project scheduling, coordination, change control, escalation, staging and installation for the BellSouth implementation team effort under the SOW. 5. Jointly develop milestones and the detailed project schedule with the City of Miami. 6. Equipment Procurement 7. Network orders 8. Positron Equipment 9. System Testing 10. Coordinating Customer Training 11. Cutover Page 32 of 34 `� POSITRON City of Miami Police and Fire — Scope of Work © BELLSOUTH August 26, 2004 Bellsouth Advantage Excellent Maintenance and Post Sales Support Maintenance Expertise - BellSouth has the largest technical force in the Southeast. This means we can bring extensive resources to a given installation if needed. In addition we have the Regional Technical Support group and our vendors to answer field questions. With multiple levels of support, we can get answers and resolve problems quickly. Dedicated Local Maintenance - Our proposal includes maintenance provided by technicians housed in Dade County and adjacent counties. A service call is just a short drive from our repair center to the PSAP. In addition, we will have one or two technicians to be the primary resource for this installation. They will be trained in advance of the install and will be on site during the cut over. This doesn't diminish the total support package but we have found that primary local techs have a great sense of loyalty to the customers and provide superior support levels. Post Sales Support - In addition to our field technicians, both service consultants and service managers will be assigned. Their job depends on being responsive to customer needs. Full Maintenance - Our offering includes complete replacement of ALL parts. Monitors, Keyboards and Mice are included. Comprehensive Offering Redundancy and Spares - BellSouth has built full redundancy into the proposed configuration. Spares and mission critical parts to restore service to the system are also included. Advanced Replacement - When a part fails, the technician will complete the repair and have a replenishing part ovemighted to the PSAP. This keeps the on -site spares at the highest possible level. This is far better than proposals that require the old part to be sent back to vendor before a replacement part is sent. Lightning Protection and Damage repair - Our pricing includes complete lighting protection equipment to minimize any lightning damage. BellSouth will also repair or replace any portion of the system that is damaged by lightning. BellSouth will do this even if lightning enters the system non -BellSouth parts (EX: the switch). 911 Center and Help Desk - Our offering includes complete system monitoring by our 911 Center. The same center will provide access to support for software and hardware. Our Center can be contacted via 800 number 24x7x365. Evergreen Software - Our pricing includes future software upgrades to keep The City of Miami Police Department on the cutting edge. We will upgrade the system as our vendors release new software capabilities. POSITRON Page 33 of 34 City of Miami Police and Fire — Scope of Work BELLSOUTH August 26, 2004 Bellsouth Advantage (continued) Customer Focus Staging - All Systems are fully assembled, configured and tested before delivery to the PSAP. This minimizes our on site time and disruptions to the PSAP. Speed, Flexibility and Customer Focus - We listen to our customers and incorporate their suggestions in to new applications. Requests during evaluation period are a great example We pledge that we will keep listening and incorporating new features. Size and Expertise - BellSouth maintains more PSAP equipment in the Southeast than any other equipment provider. While we are a large company, we also keep a strong local presence that allows individual customers interaction with key decision makers. Our customers are served by the biggest telephony company in the Southeast, but still get individual attention. Single Point of Contact - BellSouth is the only company that can provide insight and answers to all of City of Miami Police Department's 911 questions. We provide the network and the database support and, if selected, we will provide the PSAP equipment. This allows BellSouth to be the total solutions provider and eliminates multiple vendor situations. Competitive Prlcing Competitive Pricing - Based on our experience with over 250 PSAPS we know what it costs to provide high level of support and complete maintenance. We believe that given the quality of service we offer, we have a very competitive price for the system and the maintenance. BellSouth offers The City of Miami PD the best opportunity available for true, "SINGLE POINT OF CONTACT" service for your Enhanced 911 System. We provide the reliability that you have come to expect, and require, for the emergency call handling of the Citizens of the City of Miami. The BellSouth Maintenance Plan, with Included Lightning protection, provides total coverage of this Maximum Priority system that your citizens depend upon in times of crisis, with one (1) telephone call access at any time, for both equipment and network related concerns. There is no finger pointing or question of responsibility with BellSouth Maintenance. The BUCK stops with BellSouth. That is a very valuable and powerful tool for the City of Miami Police Department. POSITRON Page 34 of 34