R: S
TATEWIDE
E
MERGENCY
T
ELECOMMUNICATIONS
B
OARD


STANDARDS FOR ENHANCED 911

Appendix A

Table of Contents




DEFINITIONS








page 1

9-1-1

S
YSTEM
D
ESIGN
T
ECHNICAL
S
TANDARDS





page 6


(1) Network Central Office





page 6


(2) Network Trunking





page 7


(3) Network System Repair / Diagnostics



page 8


(4) Ensuring System Reliability




page 10


(5) Audio Monitoring Systems




page 11

9-1-1

D
ATA
D
EVELOPMENT
R
EQUIREMENTS






page 11


(1) Database







page 11


(2) Automatic Location Identification



page 12


(3) Addressing






page 13


(4) Other Classes of Service





page 13

C
USTOMER
P
REMISES
E
QUIPMENT







page 14


(1) Answering Positions & Equipment



page 14


(2) 9-1-1 Equipment






page 15


(3) Ancillary Equipment





page 18


(4) Equipment Support





page 19

O
PERATIONAL
S
TANDARDS








page 20


(1) Public Safety Answering Point Administration


page 20


(2) Training







page 22


(3) Call Handling Procedures




page 24


(4) Special Circumstances





page 24

P
UBLIC
E
DUCATION









page 25


(1) Public Education Program




page 25


(2) Public Education Materials




page 26


(3) Telephone Book Listing





page 26






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Statewide Emergency Telecommunications Board
Standards for Enhanced 911

Appendix A TO 560 CMR 2.00



Definitions


Abandoned Call: a call placed to 9-1-1 in which the caller disconnects before the call can
be answered by the PSAP attendant.

ADA: Americans with Disabilities Act of 1990.

Agency: the organization responsible for administering, directing and managing the
affairs and business of the Board, under the direction of an Executive Director.

Alternate Routing: the capability of automatically rerouting 9-1-1 calls to a designated
alternate location(s) if all 9-1-1 trunks from a central office or to a PSAP are in a "make
busy" mode or out of service. May also be activated upon request, or automatically if
detectable, when 9-1-1 equipment fails or the PSAP itself is disabled.

Alternative Local Exchange Carrier (ALEC): [also known as CLEC - Competitive Local
Exchange Carrier] a company which provides local telephone exchange service in
competition with Bell Atlantic.

American Sign Language (ASL): a visual language based on hand shape, position,
movement, and orientation of the hands in relation to each other and the body.

Answering Position: an appropriately equipped location within a PSAP that is used to
receive incoming 9-1-1 calls.

Approved by the Board: a simple majority vote by members of the Statewide Emergency
Telecommunications Board taken at a public meeting of the Board at which quorum of
the Board is present.

ASCII: an acronym for American Standard Code for Information Interexchange which
employs an eight bit code for the purpose of transmitting data.

Audible Signal: a sound which indicates an incoming 9-1-1 call.



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Auto Dial: a PSAP function which allows an attendant to dial an outgoing programmable
telephone number with a single button.

Automatic Call Distributor (ACD): equipment that distributes incoming calls to available
PSAP attendants in the order the calls are received, or holds calls until an attendant
becomes available.

Automatic Number Identification (ANI): an Enhanced 9-1-1 service capability that
allows for the automatic display of the telephone number used to place a 9-1-1 call.

Automatic Location Identification (ALI): an Enhanced 9-1-1 service capability that
allows for the automatic display of information relating to the geographical location of
the telephone used to place a 9-1-1 call.

Average Busiest Hour: the one hour period during the week statistically shown over time
to be the hour in which the most emergency telephone calls are received.

Barge-In Capability: the capability for multiple PSAP operators to establish simultaneous
access to any emergency line or trunk in prior use for the purpose of assisting fellow
personnel with difficult calls.

Baudot: a seven bit code, only five of which are information bits. Baudot is used by text
telephones to communicate with each other.

Board: the Statewide Emergency Telecommunications Board.

CAD Interface: the means of automatically introducing the ALI data into a computer
aided dispatch (CAD) system, rather than manually entering the information.

Call Relay: disposition of a 9-1-1 call by the notation of pertinent information by the
PSAP attendant who forwards the information to the appropriate agency.

Call Referral: disposition of a 9-1-1 call by advice to the caller of the appropriate
numbers to call other than 9-1-1.

Call Transfer: the extending of a 9-1-1 call by a PSAP attendant to connect the caller
with the appropriate agency.

Central Office: a telephone company facility that houses the switching and trunking
equipment serving telephones in a defined area.

Central Office Modification: hardware and/or software changes to a telephone company
central office to specifically accommodate Enhanced 9-1-1 service.

Central Office Upgrade: scheduled hardware and/or software changes to a telephone


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company central office to improve the overall telephone service from that site.

Computer Aided Dispatch (CAD): a computer-based system intended to increase the
efficiency and accuracy of public safety call handling and dispatching.

Dedicated Trunk: a telephone circuit used for one purpose only; i.e., transmission of
9-1-1 calls.

Dedicated Network: a point to point or multipoint network where resources (switching or
transmission facility) are reserved for a particular customer or type of traffic.

Default Routing: the capability to route a 9-1-1 call to a designated (default) answering
point when the incoming 9-1-1 call cannot be selectively routed due to an ANI failure,
garbled digits, or other cause.

Duplicate Street Name: a street name in which the name and any associated designator is
exactly the same (example: Pine St. and Pine St.; NOT Pine St. and Pine Rd.)

Diverse Routing: the practice of routing calls through different circuit paths in order to
prevent total loss of the 9-1-1 system in the event an individual circuit is disabled.

DMS: Data Management System, a system of manual procedures and computer programs
used to create, store and update the data required for selective routing and ALI
information in support of Enhanced 9-1-1.

DPU: (Massachusetts) Department of Public Utilities.

DPU Annual Report: the document that the telephone company must file with DPU
concerning the residential directory assistance revenues and related programs funded
from those revenues, including Enhanced 9-1-1.

Emergency Service Zone: a defined geographical territory consisting of a specific
combination of law enforcement, fire, and emergency medical service coverage areas.

EMS: Emergency Medical Services. Municipal based or private, under municipal
contract or volunteer rescue squads or hospital based Advanced Life Support
agency/providers, whose sole purpose is to provide EMS to a municipality or group of
municipalities.

BLS: Basic Life Support. An EMS agency providing a level of basic life support
service to a community.

ALS: Advanced Life Support. Advanced EMS provided by Paramedics or EMTs
with advanced training and who may not necessarily be part of a community's BLS
service.

Enhanced 9-1-1 Equipment: equipment located at the PSAP or controller type equipment


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located at the telephone company central office that provides or supports Enhanced 9-1-1
capability.

Fixed Transfer: the capability of a PSAP attendant to transfer a 9-1-1 call using a single
button.

FX: Foreign Exchange

Foreign Exchange: a service connecting a telephone to a remote exchange providing the
equivalent of local service from the distant exchange.

Host-Remote: the relationship between conventional central office switching equipment
and a Remote Switching Unit (RSU) in another facility which usually has limited
capability and may not be able to function independently if connecting links from the host
office are interrupted.

Identical Street Name: (see Duplicate Street Name)

Instant Playback Recorder: a device that allows for the instant playback of the audio
portion of the last 9-1-1 call.

Logging Recorder: a device which records date, time, voice, and TDD/TT
communications, and other tran