§ 120b.104. Technical standards for plans.
(a) Glossary of terms for technical standards. The following words and terms, when used in this section, have the following meanings, unless the context clearly indicates otherwise:
ALI—Automatic Location Identification—A feature which displays a name and address associated with the telephone number from which the call originated to the PSAP on customer premises equipment.
ANI—Automatic Number Identification—A feature by which the telephone number from which the call originated is forwarded to the compatible customer premises equipment.
APCO—Associated Public Safety Communicate Officers, Inc.—A not-for-profit organization incorporated to develop and foster the progress of the art of public safety communications whose sole purpose is to promote greater correlation of the communications activities of towns, cities, counties, State and Federal agencies, and represent the agencies before the Federal Communications Commission and other regulatory bodies.
Alternative routing—A feature of the CPE that allows the 911 calls to be routed to a designated alternate location if the following conditions exist:(i) The 911 service lines to the primary PSAP are busy.
(ii) The primary PSAP closes down for a period of time.
Answering position—An appropriately equipped location within a PSAP that is used to receive incoming 911 calls.
Audible signal—A sound that indicates an incoming 911 call.
Average busy hour—The 1-hour period during the day statistically shown over time to be the hour in which the most emergency telephone calls are received.
Called party hold—A feature where the attendant retains control of the circuit despite the switchhook condition of the originating station. By remaining off-hook or placing the call on hold, control of the circuit is maintained.
Call party trunk hold—A feature designed to manage multiple calls where the answering point has the capability to place the calls on hold. This feature is required only where CPE is utilized.
Call-progress—An audible (ringing) or visual (lighted) indication of the 911 call status to the call taker.Central office transfer—
(i) Manual central office transfer enables the PSAP to transfer an incoming call by depressing the switchhook or button on compatible customer premises equipment and dialing either a 7-digit or 10-digit telephone number or a 2-digit speed calling code.
(ii) Fixed control office transfer enables a PSAP attendant to transfer incoming 911 calls to secondary PSAPs by use of a single button on compatible customer premises equipment.
Emergency ringback—A feature that if a 911 caller abandons a call, before information necessary to provide aid is received, the PSAP attendant can activate this central office feature and ring the ‘‘on-hook’’ station which originated the call.
Forced disconnect—A circuit that is automatically disconnected at the central office despite the switchhook condition of the calling party.
Idle circuit tone application—An audible signal that informs the PSAP attendant of the status of the line being monitored. Two types of tones are applied to a line under the following conditions:(i) If a call is abandoned prior to completion of a report to the PSAP, tone consisting of 60 interruptions per minute, busy tone, is applied to the line.
(ii) If the PSAP attendant seizes an idle 911 circuit, or a caller abandons a 911 call before it is answered, a tone consisting of 120 interruptions per minute, reorder tone, is applied to the line.
Immediate/splash ringing—A feature whereby incoming 911 calls are automatically directed to the first available answering position. This allows the caller access to the first available operator and prevents in most cases a busy signal or call hold. Incoming calls may be transferred from station to station within a PSAP, or may be transferred from PSAP to PSAP.
Routing profiles—A set of procedures that details how PSAPs are notified in the event of circuit disruptions so corrective actions can be taken in a timely manner. Network providers should maintain current routing profiles and ensure that disruption of any circuit element which involves 911 trunking is detected within a reasonable amount of time.
Selective routing/transfer—A feature that routes a 911 call to the predesignated PSAP based upon the identified number of the calling party. Selective transfer provides the PSAP with the ability to transfer an incoming call to another responding agency by depressing a single button labeled with the type of agency; for example, ‘‘FIRE,’’ on the associated customer premises equipment.
Switchhook status—A feature that indicates an audible or visual, or both, signal if the station originating the 911 call returns to an off-hook status.
Tandem trunking—An arrangement where a telephone line connection has one or more intermediate switching points which are required or permitted before reaching the final destination. This usually occurs on a controlled dial pulse basis.
TDD/TTY—A telecommunication device for the hearing and speech impaired.(b) Minimum standards for PSAPs.
(1) To maximize efficiencies of communications and minimize operations/capital expenditures, PSAPs and dispatch centers shall be limited to one per county plan, unless geographical and technological considerations require otherwise. Counties shall provide supporting justification for additional PSAPs and dispatch centers included in the county plan. PSAPs and dispatch centers may be reduced over a multi-year period to minimize disruptions of existing communications systems.
(2) At a minimum, a 911 PSAP established within this Commonwealth shall possess the following capabilities:
(i) The law enforcement, fire protection, emergency medical services, rescue services and advanced life support services within the boundaries of the political subdivision shall be included.
(ii) The system shall operate on a 24-hours a day, 7-days per week basis.
(iii) 911 related calls shall be answered by trained operators dedicated to 911 operations.
(iv) Ninety percent of 911 calls shall be answered within 10 seconds.
(v) Incoming 911 calls shall be recorded via a multi-track voice recorder.
(vi) 911 operators shall record incoming calls at their respective answering station to allow for instant playback.
(vii) Voice recorded 911 information shall be archived for at least 30 days.
(viii) A PSAP shall have stand-by emergency electrical power generation equipment and sufficient fuel supply to sustain operation for a minimum of 7 days. PSAPs Federally funded under civil defense/emergency management shall maintain a 14-day fuel supply.
(ix) A minimum of two lines for each established exchange or central office shall be provided for incoming 911 calls.
(x) A minimum of two administrative lines shall be provided for nonemergency or routine, or both, calls.
(xi) Each 911 PSAP shall have the ability to force a disconnect with a calling party.
(xii) Public pay stations, semipublic pay stations and COCOTs shall have access to 911 without coin insertion or other charge.
(xiii) If no local address is available, the county or PSAP shall adopt a grid system, zip code identifier or other acceptable identifier method for support of dispatch and emergency service response to rural locations. The predicted number of addresses not in the data base shall be listed as well as a description of the identifying method chosen.
(xiv) If ANI and ALI or computer aided dispatch equipment is utilized, an uninterruptable power supply shall be employed. This is in addition to the required standby electrical power generator.
(xv) If ANI and ALI are employed, the following minimum data shall be displayed except in the case of party lines or mobile lines:
(A) The telephone number of the calling party.
(B) The name of the calling line party.
(C) The address or identifier of the calling phone party.
(xvi) Adjacent PSAPs in contiguous counties and all PSAPs within the county shall be connected via private dedicated lines. These lines are an eligible cost. Mutual aid agreements required for sharing and dispatching emergency services shall be executed under 35 Pa.C.S. § 7504 (relating to coordination, assistance and mutual aid) to enhance emergency response capability. Procedures shall be developed with adjacent counties, if appropriate, to provide for emergency responses to fringe areas of the county and calls received over foreign exchange lines.
(xvii) The 911 access shall be provided to cellular telephone, improved mobile telephone service or a system which provides voice telephone service to a mobile station.
(xviii) All PSAP call takers, emergency dispatchers and supervisors shall comply with the training and certification standards contained in Chapter 120c (relating to training and certification standards for 911 emergency comunications personnel).
(xix) Arrangements for bilingual support or subscription to AT&T’s language line or similar service shall be provided.
(xx) TDD/TTY service shall be provided.
(xxi) The primary PSAP shall have the capability to receive and transmit watches and warnings from the Agency warning network and function according to the standards of the network.
(xxii) The PSAP shall provide an interconnect to the Statewide radio system (800 Mhz) or other systems prescribed by the Agency.
(xxiii) Incoming 911 calls to a PSAP shall generate an audible signal.
(xxiv) The PSAP shall provide identification and explanation of routing profiles.
(xxv) The PSAP shall have a minimum of two answering positions.
(xxvi) The PSAP shall provide call-progress signals.
(xxvii) The PSAP shall possess immediate/splash ringing.
(xxviii) The primary PSAP senior supervisor/manager shall be designated as the county warning and communications officer.
(xxix) The appointed county 911 coordinator may not be in conflict with duties of the county emergency management coordinator. See 35 Pa.C.S. § 7502(b) (relating to local coordinator of emergency management).
(xxx) Supporting documentation describing the geographical location and special relationships of the 911 Primary PSAP (county/city) to the emergency operations center shall be provided in the application.
(xxxi) Supporting documentation describing the organizational structure, message handling process between PSAPs and emergency operations center during emergencies, and supporting communications between the PSAPs and emergency operations center during emergencies shall be provided in the application.
(c) 911 minimum requirements for existing, proposed or new services.
(1) Incoming 911 calls shall be received by a PSAP in a manner similar to a normal exchange telephone network call.
(2) The 911 minimum services provided in this Commonwealth are identified by two categories consisting of existing 911 services and proposed or new 911 services. These categories of service are comprised of minimum requirements as follows:
(i) Existing 911 service; minimum requirements.
(A) Forced disconnect.
(B) Idle circuit tone application.
(C) Mobile telephone access. See subsection (b)(2)(xvii).
(D) TDD/TTY. See subsection (b)(2)(xx).
(ii) Proposed or new 911 service; minimum requirements.
(A) Forced disconnect.
(B) Idle circuit tone application.
(C) Called party trunk hold.
(D) Switchhook status.
(E) Emergency ring back.
(F) Mobile telephone access.
(G) TDD/TTY (see subsection (b)(2)(xx)).
(3) The provisions in paragraph (2)(i) and (ii)(B)—(E) may require CPE. These features may be waived if tandem trunking is employed.
(d) Trunk capacity requirements.
(1) County plans. County plans shall include trunk identification and trunk calculations derived via the trunk capacity formula provided.
(2) Trunk identification. The number of trunks required to provide adequate 911 service for a given population shall be determined. To establish a reasonable number of trunks, agencies shall provide, at a minimum, a level or grade of service that would result in no more than one busy signal in 1,000 first attempts during the average busy hour.
(3) Trunk calculations. In calculating a grade of service for a telecommunication system, information regarding the number of calls and the average call duration shall be determined. The trunk capacity calculation is based on the operational experience of 911 systems. Local jurisdictional requirements shall be considered when using these calculations.
(i) Trunks from the end central offices to the control central office and the control central office to the PSAP shall be provided on a one delay in 1,000 call basis.
(ii) The length of the average 911 call is 90 seconds, measured from the time of trunk seizure to the time of call termination. Ninety seconds is allowed to provide for difference in technology, training and operations. Special call handling techniques, such as pre-arrival instructions, hostage negotiations or other extenuating circumstances may not be considered in this calculation.
(iii) The busy hour 911 traffic shall be assumed to be no less than 10% and no greater than 15% of the total day, 24 hour, traffic.
(iv) The number of 911 calls per 1,000 access lines shall be assumed to be 2.5 calls/day.
(v) The general assumptions in this subsection shall be adjusted to meet local conditions. It is the responsibility of the county to justify the actual quantities used in the calculations. Assumptions and calculations shall be included in the county plan.
(vi) The degree of loading on a network is measured in hundred calling seconds—commonly referred to as CCS. The CCS data is used to determine the number of trunks required in paragraph (1).
(vii) CCS quantities from an end central office to the control central office, can be calculated using the following formula:
Number of Access Lines in End Central Office
Divided by 1,000
Multiplied By
Length of the Average 911 Call in Seconds (90)
Multiplied By
Busy Hour Traffic (Range 10%—15%)
Multiplied By
Calls per 1,000 Access Lines (2.5)
Divided By
100 (to convert Calling Seconds to CCS)
Equals
CCS to be carried by 911 Trunk Group
AL x ACL x BHT x CPT 1,000 x 100
AL—Access Lines—Obtained from telephone company
ACL—Average Call Length—Assume 90 seconds
BHT—Busy Hour Traffic—Assume Range of between 10%—15%
CPT—Calls per 1,000 access lines per day—Assume 2.5
CCS—Hundred calling seconds
Using the formula in this subparagraph, CCS data determines the number of trunks from the following table with each end office having a minimum of two 911 trunks to the control central office.
TRUNK LOADING CAPACITY Grade of Service 1 delay in 1,000 Trunks Will Carry CCS 2 1.6 3 6.9 4 15 5 27 6 40 7 55 8 71 9 88 10 107 (e) 911 enhanced options.
(1) Optional features for 911 service may be incorporated into an existing or new 911 system.
(2) The following list of 911 optional features if employed shall meet the requirements described:
(i) Manual transfer. Manual transfer shall allow transfer of a received 911 call to a dialed number.
(ii) Default routing. The capability to route a 911 call to a designated-default-PSAP when the incoming 911 call cannot be selectively routed due to an ANI failure, garbled digits or other cause.
(iii) Alternate routing. The capability of routing 911 calls to a designated alternate location if all the 911 trunks to the primary PSAP are busy. It may also be activated upon request when 911 equipment fails or the PSAP itself is disabled.
(iv) Selective routing. Selective routing is directed by selected routing tables which are defined by local jurisdictions. The selective routing file resides in the control office or the CPE.
(v) Automatic call distributor (ACD). Equipment that distributes incoming calls to available PSAP call attendants in the order the calls are received or holds calls until a call attendant becomes available.
(vi) Computer aided dispatch (CAD) interface option. The means of automatically introducing the ALI data into a CAD system, as opposed to manually entering the information.
(vii) CPE. Terminal equipment at a PSAP or secondary answering location.
(viii) Conferencing. The capability of allowing a PSAP call attendant to monitor an incoming call after it has been transferred to the action agency.
(ix) ALI. The ALI, when employed, shall have the capability to display the correct PSAP and responsible law enforcement, fire, emergency medical services and other public safety agencies. The ALI shall be operated and maintained at a level sufficient to ensure that the ALI display will be retrieved in less than 5 seconds for 95 out of 100 attempts during the average busy hour.
(x) ANI/ALI. ANI/ALI shall follow the call to each position which picks up a call even if simultaneous pickup occurs and on transfers to other 911 equipped PSAPs and on transfers of 911 calls.
(xi) ALI features. The following features are required if ALI is employed:
(A) The ALI file will be accessed from the PSAP when ANI data associated with the call is identified.
(B) ALI will display the name and address associated with the dialing telephone number once the PSAP receives the 911 call.
(C) ALI identifies the type of telephone services; that is, coin phone, residence or business.
(D) ALI identifies the emergency service number of the location of the emergency services requestor which, in turn, identifies the law enforcement, fire, emergency medical services and other emergency responders for the calling address.
(E) ALI data is retained and redisplayed when a call placed on hold is retrieved by the PSAP call attendants.
(F) An address that does not have a telephone service will not have a file in the ALI database. However, it shall be identified in the accepted grid base, zip code identifier or other approved system.
(xii) ALI/ANI transfer. If ALI/ANI is employed, transfer capabilities shall be consistent and reliable. Transfers between appropriately equipped PSAPs shall include full ANI and ALI capabilities even if a cross tandem transfer is involved. If ALI transfer is not technically possible, access via a secondary inquiry is permissible.
(xiii) Conference release. If three-way conferencing is employed, release of the call shall allow the transferring PSAP to leave the call without disrupting the connection between the 911 caller and the agency the call was transferred to.
(xiv) Three-way conferencing. Three-way calling among the 911 caller, the transferring agency, and the transferred to agency, shall be initiated with the operation of an add-on button to obtain dial tone and the dialing of that agency’s number.
(xv) Selective transfer. Selective transfer shall automatically transfer or receive a 911 call to an agency providing the service required as designated by the emergency service number.
(xvi) Emergency broadcast interconnection. Automatic ring down or tie line interconnect between the primary PSAP and the operational area emergency broadcast station common primary control station is an eligible enhancement feature.
Authority The provisions of this § 120b.104 amended under the Emergency Management Service Code, 35 Pa.C.S. § 7313.
Source The provisions of this § 120b.104 adopted April 17, 1992, effective April 18, 1992, 22 Pa.B. 1908; amended August 11, 2000, effective August 12, 2000, 30 Pa.B. 4226. Immediately preceding text appears at serial pages (229929) to (229937).
Cross References This section cited in 4 Pa. Code § 120b.103 (relating to development of county plan); and 4 Pa. Code § 120c.112 (relating to right to enter and inspect).
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