Transcript (IP) Unified Messaging Solutions For Emergency

Last Mile Network Access Infrastructure and
Internet Protocol (IP) Unified Messaging Solutions
For Emergency Response Crisis Management.
Duane M. Pickett
Capstone Course
Professor Dr. Howard Van Horn
April 15, 2008
Abstract
•
The magnitude of the 9/11 attacks were so great that emergency services were
overwhelmingly challenged in their response. While all public safety entities spend
considerable time and resources planning for emergency scenarios, they found
themselves in a situation far beyond anything comprehendible. A contributing factor in
meeting the challenge was the inability to effectively communicate and share data.
Many studies have been performed examining first responder communication
interoperability issues, but few focused on new communication and data sharing
methodologies and a means to provide them nationally.
–
–
The intent of this research is to (1) identify and evaluate unified messaging solutions that
during a disaster enables communication in various forms for information sharing to include
digital data, text messaging and voice is available to the appropriate managing parties and
(2) to identify the components for a last mile network access infrastructure as this is critical
for any messaging solution.
Analysis will begin with (1) examining communication failures during the 9/11 attacks and
other major disasters, (2) reviewing and advocating commercial IP communication
technologies that can be leveraged for information sharing by first responders and applied to
meet future disaster scenarios, and (3) identifying current network solution inadequacies and
suggesting a means to meet them via redundant sources.
Intended Audience
• First responder managers and public safety user community
officials, information technology professionals, government agencies
in charge of emergency responses, others with an interest in
improving communications during a large scale emergency or
disaster.
Background:
Communication Failure Scenarios
• New York
– According to one of the chiefs in the lobby, “One of the most
critical things in a major operation like this is to have information.
We didn’t have a lot of information coming in. We didn’t receive
reports of what was seen from the NYPD helicopters. It was
impossible to know how much damage was done on the upper
floors, where the stairwells were intact or not.” According to
another chief present, “People watching on TV certainly had
more knowledge of what was happening a hundred floors above
us than we did in the lobby….without critical information coming
in… it’s very difficult to make informed, critical decisions.” [17]
Page 298.
Background:
Communication Failure Scenarios
• New York – Con’t
– “120 firefighters were probably lost due the inadequacies of
emergency communication network infrastructure as the fire
personnel had ascended one of the towers but were unable to
hear a commander on the ground, ordering them out of the
building half an hour before it collapsed”.
Background:
Communication Failure Scenarios
• Pentagon attack 9/11
– Virtually every aspect of communication was problematic from
initial operations. Cellular phones were of little use during the
first hours, and cellular service is not available to first
responders. Pagers proved to be the most consistent means of
notifications. [6]
Background:
Communication Failure Scenarios
• Katrina
– "The issue down in New Orleans was not one of interoperability,"
said Charles McQueary, head of the science and technology
directorate of the Department of Homeland Security. The
problem, rather, was one of "operability," he said. "As I
understand it, communications towers were taken out. They
didn't even have cell phone service. And so in that situation, the
issue was needing to bring in emergency
telecommunications."[15]
Background:
Communication Failure Scenarios
• These examples provide insight into deficiencies and lost
opportunities during a major emergency response,
negating a focused analysis of new and existing
communication technologies to ensure effective
collaboration and information sharing is maintained
during future large scale crisis. Existing communication
architectures can be leveraged together to act as a
collaboration tool. Additionally, components for a last
mile network access infrastructure must be implemented
to ensure robust communication architecture is in place
nationally.
IP Communication Variables
• Wireless
– Wireless networks are often established by organizations for
their own use or customer base. Over the past years,
departments, small offices, remote offices and telecommuters
have all implemented RF signaling technologies on their own,
bypassing IT’s influence [16]. The complex and disconnected
nature of these systems make it difficult to utilize them reliably in
a uniform manner. Yet these networks have proven capable
when used as a multi-hop mesh network. Wikipedia defines a
wireless mesh network as, “A wireless mesh network is a
communications network made of radio nodes in which there are
at least two pathways of communication to each node. The
coverage area of the radio nodes working as single network
becomes a mesh cloud” [28].
IP Communication Variables – “Wireless”
• These networks can self
form and self heal as
wireless access points
and clients interact.
• However, depending on
geographic areas and
wireless implementation
densities, these networks
are not always accessible
or are privately managed,
leaving a void for first
responders.
IP Communication Variables – “Cellular”
•
Cellular networks are composed of cellular base stations and telephone
switching offices. The base stations provide radio communication to mobile
devices within its local cell. The cells are arranged in a honey comb pattern
in order to ensure coverage of an area. The use of cellular technology has
increased exponentially as users take advantage of mapping services, text
messaging, music and gaming. The implementation of 3G, third generation
cellular service, along with services such as EVDO (Evolution Data Only)
has download speeds up to 2.4 Mbps making it faster than T1 or DSL
broadband service. 4G is being deployed in Japan, and is boasting data
rates to 20Mbs [17]. These generations are enabling telephones to become
Internet computers, video phones and television receivers. Today there are
over 233 million users in the US [23]. Industry statistics indicate that on
average, fifty new cell towers are added each day [13]. However nonuniform coverage throughout the country can lower overall utilization of a
cell and results in reduced location downlink throughput for mobile users.
Even if the area has good coverage, reception may be poor in areas where
cell phone traffic exceeds the network’s capacity. The networks capacity is
limited by the number of channels (radio frequencies) it can use [19].
IP Communication Variables – “Cellular”
• Problems with this as a sole communication media by first
responders. During the 2003 San Diego Firestorms, some first
responders relied on overused cellular telephone channels and
faced cross-border radio interference
• Coverage in rural areas is often limited even though the
Telecommunications Act of 1996 aimed to “preserver and advance
service” to include access to advanced services in all states and
access in rural and high cost areas at comparable prices to other
areas [5].
– cost for a single cell phone tower can range from $500,000 and $1
million
• Additionally, there have been concerns of cellular towers impacting
migratory birds. The Federal Communications Commission was
seeking comment on the Avatar Environmental Report addressing
migratory bird collisions with communication towers [7].
IP Communication Variables – “Cellular”
• In a study by The MITRE Corporation in 2004, the
Loudoun County Fire Department officials responded
with,
– “The 100 percent coverage sought by public safety officials may
still not be attainable since most commercial carriers do not
provide service in scarcely populated areas. Furthermore, public
safety work requires service penetration inside buildings to
enable response to fire and emergency incidents” [15].
IP Communication Variables for Redundancy
• Wireless municipal WiFi
– Municipal Wi-Fi is a city wide wireless network based on the
802.11 standard [11]. While it is based on the wireless mesh
network previously referenced, this operates on a municipal
basis as a service to residence of a city. While many of these
implementations have stalled do to lack of funding or political
issues, the city of Minneapolis implementation proved the value
of this type of network. During the I-35 bridge collapse,
authentication was turned off on their municipal WiFi and
additional Wi-Fi radios were installed to support first responder
activities. Cellular service was overloaded within thirty minutes of
the collapse. Wireless network users within the area of the
disaster site exceeded 6,000 [21] enabling effective voice and
data communication. Wi-Fi enabled phones were able to use the
wireless network instead of their cellular service.
IP Communication Variables for Redundancy,
“Municipal Wi-Fi”
• Municipal Wi-Fi is still a developing technology, where
some cities have initiated wireless mesh networks in the
unlicensed 2.4GHz band in an attempt to reduce cost.
Early installations implemented single radio
infrastructures, where both the client access and mesh
interconnection are sharing the same bandwidth. This
practice has been found to not scale well and has had
some cities halting installations.
IP Communication Variables for Redundancy,
“Municipal Wi-Fi”
• More advanced practices are required to meet
expectations of broadband access as richer sets of
applications, consuming additional bandwidth are
released.
• Examples such as the dual radio mesh architectures
where one radio is dedicated to Wi-Fi client access in the
2.4GHz range, and a second in the 5GHz range is
dedicated to the wireless mesh backhaul system
IP Communication Variables for Redundancy,
“Municipal Wi-Fi”
IP Communication Variables for Redundancy,
“Municipal Wi-Fi”
Promoting cost savings to replace
conventional wired network infrastructure
systems !
IP Communication Variables for Redundancy,
“Satellite”
• Satellite communication is largely independent of terrestrial
infrastructure, providing an additional alternative when terrestrial
infrastructure is damaged or destroyed.
• Can also provide additional bandwidth during peak usage area
periods.
• Satellite communications were instrumental following the Katrina
disaster, “In many of the affected areas, satellites provided the only
source of communication for hours, days, and weeks following the
disaster”
IP Communication Variables for Redundancy,
“Satellite”
• This technology has
been applied to the
cellular model for
redundancy, allowing
automatic failover to
satellite WAN as a
backup in case of
terrestrial service
outage, such as the
fiber and infrastructure
losses during Katrina
IP Communication Variables for Redundancy,
“Satellite”
• The features of this technology
enables global network
services, to include emerging
mobile communication
networks that offer voice,
video, and data via chips
inserted into conventional
hand held devices such as
cellular phones, PDAs, and
laptops.
IP Variables for Extended and
Enhanced Communication
• “Dual mode handsets” are devices that can access more
than one type of network to include cellular, Wi-Fi, and
satellite
– The growth in the deployment of these handsets has been
tremendous, with research by Infoetics Research reflecting that
growth will continue through 2010 by a compound annual growth
of 198% [12]
– These handsets provide fixed-mobile convergence not only
providing expected fixed services, i.e. voicemail, text messaging,
call features, VPN functionality, directory services, and
conference calling, but also presence capabilities, messaging
persistence, and supplementary features based on IP.
IP Variables for Extended and
Enhanced Communication- “VoIP”
•
The implementation of voice over IP (VoIP) with unified communication
offers extended capabilities and encourages communication functionality.
VoIP is currently deployed in 45% of US businesses and organizations, with
significant growth expected over the next two years. The migration from
conventional PBX based systems to VoIP systems is strongly centered on
reduction of cost and extended capabilities to include Unified Messaging
solutions
•
While VoIP has not been considered a tool for first responders or their
managers, it is a device with messaging capabilities already distributed
through large organizations and businesses. In crisis management
situations from the Twin Towers, the Pentagon, or to recent attacks such as
those at Virginia Tech, informing victims of the situation or steps to take
could be monumental in saving lives.
•
Enabling first responder managers to be able to send messages to these
devices when responding to an emergency is possible via a messaging
application.
Overview of VoIP Components
– Call Manager
• The Call Manager is responsible for tracking all active VoIP components (gateways,
phones, conference bridges). It utilizes SCCP as a communication protocol for signaling
of hardware endpoints and extends enterprise telephone capabilities to packet devices
(IP phones, media devices, gateways). It also interacts with Microsoft Active Directory
for user validation and user specific information.
– TFTP Server
• The TFTP server provides preregistration information to devices, to include a list of
CallManager servers with which the devices are to register, firmware loads and device
configuration files.
– Publisher
• The Publisher acts as the primary read-write data repository for all IP communication
applications within the cluster. The Publisher’s database replicates database updates to
all Subscriber (TFTP server) databases in the cluster.
– VoIP Phone
• Cisco has a wide variety of IP phones to include basic models with single lines, to ones
with multiple lines that can have various graphic displays to include high resolution color
ones with touch screens. It should be noted that these devices can function as
Overview of VoIP
• Traditional client/server model
• Convergence of voice and data on one network allows
an organization to integrate data applications such as
web services and Active Directory.
• Voice and data running on the same network,
redundancy and resiliency becomes critical. There are
obvious means to ensure network redundancy, with
redundant links to switches and routers, HSRP to ensure
router interfaces never fail, and following the
manufactures best practices
Overview of VoIP, Cisco CallManager
Cluster Implementation
Unified Communications
• In today’s world, regardless of the profession, there are
many communication devices to include wired and
wireless telephones, personal computers, pagers, PDAs,
and specialized messaging systems.
– These are used for collaboration, messaging and conferencing.
Each communication device to an extent has functioned
independently, with different addresses, databases, directories,
and interfaces.
– Unified Communication solutions provide the ability to integrate
these communication entities and collaboration applications. It
reduces isolated communication channels and simplifies the
process of connecting to others. This is accomplished with IP
technology and SIP (Session Initiation Protocol) where a single
address reaches multiple devices, or intelligently routes voice
and data messages to a predetermined communication device
based on a user’s profile.
Unified Communications
•
Presence
– Presence allows an individual to make their status known to others and to specify
which communication mode is preferred depending on the time. The individual’s
profile or their desktop can indicate their status prior to contact. The profile can
determine if the individual is on their PC, on a VoIP phone, or on cellular phone
or PDA. Intelligence in the technology directs calls or text messages to be sent to
the appropriate profile. The intent is to eliminate searching and trying to
communicate with someone as the message is sent to the correct device to a
predetermined format, i.e. voice, text message, email.
•
Messaging
– Messaging integrates voice and email into a single message repository.
Messages become data objects that can be stored like email, meaning they can
be shared, deleted, forwarded, or retrieved on different devices, namely on
whatever device the user is on. Integrated calendar functions allow insight into
others schedules for scheduling and collaboration planning.
•
Collaboration
– Collaboration and ad hoc conferencing in virtual workspaces in real time allows
for prompt decision making. The solution places calls to invite others while
launching a conference session. These sessions can be audio only (PDA,
cellular) or as a web conference to share documents, files, and videos in realtime.
Unified Communications
All-in-One Communication Tool
Voice, Video, and Email
Presence and IM
Preferred Device
Voice Mail Playback
Contact lists
Unified Personal Communicator
Web Conferencing
Conferencing
•Voice, Video
Video,
and Email
Directory
Searches
•Voice mail
playback
•Call management
Communication Logs
•Recent Communication
logs Mobility
•Web conferencing
•Mobility
Unified Communication:
Screen shots of an Adhoc meeting on different IP devices to
include a Windows Workstation, a PDA, a phone supporting
text and audio only, VoIP phone, and a Macintosh laptop
Unified Communication by Divitas
Control
Cellular
Client
Enterprise WiFi
DiVitas
Appliance
Internet
Public WiFi
Metro, Hotspot,
Home
Unified Communication
• The versatility and strength of Unified Communications integrated
with Fixed Mobile Convergence allows an enterprise, private, public
or government agency the ability to effectively communicate and
share data.
• The applications, network, and devices can all remain under the
enterprise’s control. Applying these technologies would enable first
responder managers to effectively communicate with any media, i.e.
cellular, text messaging, video, and Adhoc conferences, in a secure
means.
IP Based Messaging Technologies
• Burbee Informacast
– Ability to send messages to VoIP phones
• Allows messages to be sent to individuals, specific
groups of users, or everyone within an organization.
– Custom messages can be sent to a target phone(s) with an
audible broadcast and a text message.
– If someone is on the phone when the message is sent, the two
voice streams are intermeshed so the user can receive both of
them [27].
IP Based Messaging Technologies
Burbee Operations Overview
Cisco Call Manager
(CCM)
Berbee Server
Authenticate each other
Authentication address = Cisco Call Manager
Authentication url = Berbee server IP address
A message can be sent to a phone by selecting
information in one of the predefined fields:




Message to
be sent
Device Pool
VLAN (auxiliary)
Description Suffix
Combination of All
Berbee
Server
Authenticates
to CCM
N
Reject
Y
CCM Approves to
Burbee, message
sent to IP phone
Message to be
sent
Burbee Overview,
DMPickett
Examples in Production:
 The FBI was quoted 2 million dollars for a stand alone PA system.
The Berbee alternative took advantage of the existing VoIP
technology for less that $100K.
• The Department of Commerce (DoC) is in the process of eliminating
several different paging and data systems to ensure that they have
an effective emergency notification system. It proved much more
cost effective to take advantage of the existing data network,
incorporate a VoIP solution along with the Berbee solution instead of
implementing numerous unique systems that could not interact
together nor provide the wide area support that was needed.
Conclusion
• IP based technologies utilizing Unified Communications
and Fixed Mobile Convergence hold promise for first
responder managers, municipal leaders, and public
safety officials. The ability to share information in text,
video, or audio format and to provide critical personal
information quickly, regardless of their location or the IP
based device currently accessible to them, can provide a
means for effective collaboration in emergency or
disaster situations.
Conclusion: Disasters Revisted
• New York Attack:
– Fire Chiefs in lobby did not have information coming to them. Yet NYPD
helicopters were taking video as they circled the towers. This could
have been streamed to either a handheld device or a PC within a
command center. Fire Chiefs also could not confer with other chiefs.
Adhoc meetings that could have been created, joined and exited, with
the audio, video, and text messages being saved (via CCM) for later
review. The same technology could have been shared with 911
dispatchers who were just as blind to all aspects of the situation.
– The victims in the buildings were being told not to evacuate by 911
dispatchers, yet local FDNY management ordered the buildings
evacuated before the collapse. The buildings remained standing for 102
minutes after impact. With a messaging solution, all phones could have
displayed the messaged to evaluate. The same message would have
been available to the dispatchers. FDNY and NYPD would have had the
ability to send messages to each tower as well as to nearby buildings
(VoIP required) with pertinent information.
Related Research:
•
UK 9/11: Will our Emergency Radio Networks Withstand a Major Disaster?
– Current network infrastructure weakness examined in comparison to US 9/11
attacks. Evaluated police, firefighter, and ambulance staff’s responses and
applied them to future UK emergencies and where improvements should be
made.
•
The U.S. Department of Commerce: Rapid Response
– The DoC decided to allocate the $1 million towards an IP-based communications
solution with emergency broadcast capabilities. It began to evaluate possible
solutions from multiple vendors, including Cisco and Avaya, to satisfy this
requirement.
•
Empowering First Responders – Peer to Peer Technology.
– Communication and data sharing tools via P2P IP technology.
https://research.maxwell.af.mil/papers/ay2004/affellows/Bontrager.pdf
•
Review of Satellite and Cellular Integration in 2000.
– While this is an older paper, the concept of multiple networks collaborated into a
last mile network is examined. Wildey, Chris G. “Satellite and Cellular
Integrations: A Terminal Manufacture’s Perspective.”
http://ieeexplore.ieee.org
Research References:
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Online at: http://pdos.csail.mit.edu/papers/grid:mobicom01/paper.pdf
2. Burbee Informacast Documentation.
Online at: http://www.berbee.com/public/supportsoftware/InformaCastSupport.aspx
3. Cisco Systems. “Evolution of Municipal Wireless Networks: Outdoor Wireless Networks Grow.
Online at: http://www.cisco.com/en/US/prod/collateral/wireless/
4. Cumming, Johnathan. “Session Border Control in IMS”
Online at: http://www.dataconnection.com/products/whitepapers.htm
5. Economides, Nicholas. “Understanding the Telecommunication Act of 1996”
Online at: http://www.stern.nyu.edu/networks/telco96.html
6. Eversburg, Rudy. “The Pentagon Attack on 9-11”, Fire Engineering.
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7. FCC. “Wireless Telecommunications bureau extends period for comment on Avatar Environmental Report, regarding migratory bird collisions with
communication towers”
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Online at: www.sia.org
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Online at: www.gilatnetworks.com
12. Hickey, Andrew. “Dual-mode Wi-Fi and Cellular phones to grow”
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13. James, Frank. “911: Text Messaging”. Issue date April 28, 2003.
Online at: http:media.www.fsunews.com/media/storage/paper920/news/2003/0
14. McKinsey & Company. “Increasing FDNY’s Preparedness”, August, 2002.
Online at: http://www.nyc.gov/html/fdny/html/mck_report/toc.html
15. MITRE. “Innovation Grant Report, Evaluation of Cellular Push-to-Talk Technology for First Responder Communications”, September 23, 2004.
Online at http://www.ffrdc.org/work/tech_papers/tech_papers_04/04_1055/04_1055.pdf
Research References:
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16. Motorola Resource Center. “WHITE PAPER: Building a Unified Enterprise Mobility Strategy”
Available at: http://www.developers.net/motorolashowcase/view/2236
17. National Commission on Terrorist Attacks Upon the United States. “The 9/11 Commission Report. Final Report on the National
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Response from Howard County
•
Howard County Maryland has taken delivery of a 2006 Pierce/LDV Mobile Command Unit.
The unit was funded through a grant from the Department of Homeland Security at a cost
of $800,000. With its non-traditional paint scheme, this unit has been designed for all
Howard County departments to use the unit.
The unit is configured with a complement of cellular and VOIP phones. The unit has direct
satellite linkage to Howard Counties own computer “mainframe”. The unit is equipped with
a direct microwave camera link between our police helicopter and the unit. The unit is
capable of receiving local broadcast and Direct TV service displayable on 12 screens. Two
of those screens are SmartBoard equipped. Detailed 4 angle (North, South, East, and West)
aerial photography of the entire County is stored in the on-board computer server. For
radio interoperability the vehicle is equipped with a 6 radio I.C.R.I. The I.C.R.I. links 800
MHz , VHF ,UHF,HAM , radios and cell and hard wired phones on one common “talk group”.
The vehicle is equipped with a 42’ mast camera that is equipped with antennas to increase
radio ranges.
Each workstation is computer equipped so that each user, regardless of the County agency
they work for can access agency specific information. As an example, the water
department can open and close valves by computer access from the unit. If the unit would
be in place during a chemical leak, Community Notification could be started from the unit.
Community Notification is an automated call to specific residences and business giving
them vital information. The original concept and implementation of the unit is such that
ALL Departments/Agencies in Howard County are afforded a “mobile” command and
control unit so we may better serve the citizens and visitors of Howard County.
Interoperability between agencies was built into the unit as well as interoperability
regionally and beyond
Response from Howard County