Avaya NG911 Call Taking Solution at NENA 2018

Fletch talks with Markus Bornheim, European Public Safety Practice Lead at Avaya, about the new web-based call taking platform by DevConnect Technology Partner Engelbart Software. Location extraction from mobile devices, IoT, and sensor data integration, and automatic speech translation are just some of the features in this platform that's built on an open, scalable ecosystem.

>> [MUSIC]

Hey it's Fletch. I'm the chief architect for Public Safety Solutions at AVAYA and I'm here at Nina 2018 with my good friend, Marcus Bornheim, who is the practice lead for Public Safety Service in Europe. Welcome.
>> Thank you very much Fletch.
>> What are you showing us here today?

All interesting stuff. Very exciting. Things that move us away from just being a phone provider to a company that is more meaningful in advanced emergency communications. By moving anything a phone could do in the past into an application landscape. And therefore we're leveraging via risk, via aura, via [INAUDIBLE] To make next generation emergency communications happen.

One of the biggest challenges today in public safety and emergency services is to exactly know where a call is coming from. And especially most of the emergency calls being raised through smartphones, we have a major challenge identifying the precise location because we need to have a dispatcher address in order to send response teams to that place.

So why it's that's not all that meant to be done by the network provided information we are dealing from a device provided application information where we can augment to from being within the call. So, the process starts quite usual where we raise an emergency call to 911, 112 or whatever emergency number is appropriate and this is what I'm going to do right now.

Calling. Call is going out. We're going to receive the call shortly on the public safety answering point. [SOUND] This is our call coming in. [SOUND] Accepting the call and with that call we now want to know where is it coming from. We don't have any location information provided by the network.

And this is where the Loc8me capability of this desktop that has been provided by Ingerbot software is coming in. Click in the Loc8me button, sending out an sms. And this sms is received on the smart phone. Here we go. In that sms there is a link and clicking on the link is opening a browser section on that smart phone and immediately you see, That we are seeing the location being transported from the smart phone into the public safety answering point.

And what a surprise where in the middle of Nashville Music City Central and that is where we can now dispatch an ambulance, police car or whatever to go through. Now, the next step is to triage the situation and sometime it's really difficult to do this on the phone only with words only, and we all know the picture is telling more than 1,000, and that's what we're going to do next.

Now you see, on the smartphone, in the browser, we have already a map, so the caller himself Is verifying where he stands. And that's exactly the same information like on the map here. But we have the capability of take a picture, open in the camera, starting to take a picture.


Using that picture and uploading it. So you'll see here on the smart phone, this is the picture that has just been uploaded to the public safety answering point. And in a few seconds after that, we are going to see that the picture is going to arrive on our pocket safety answering point as well.

This is the picture we have taken on scene. And that's really a bad guy doing some bad filming, and we need to capture Sending you a police car immediately. So right here, right now, we understand where call is coming from, and the circumstances of that call. But we are not stopping here, right?

So knowing gives us access to much more capabilities. If in that city, Nashville here, we would probably be close to the railway station, and pretty much the call has been originated because of a train derailing, and we know exactly where we are. And just like now, what we want to do is well, can we get some additional footage from this?

Can we use that location information, put that into a CCTV camera subsystem to cury that information. Here we are, this is the footage from the on-site CCTV system with the recording of the incident. We also see a drone estimated to be lifting up, flying, hovering over the scene, capturing live footage, and we have all of that available in, kind of, an automatic process between the incoming call, the call pickup, and any backup system we would want to integrate


Another interesting capability that we are making accessible and available with this kind of a web-based front-end is that we can easily integrate into applications that we could not that straight forward integrate with a plastic platform. So with that being said, while probably the caller is now a German person, doesn't know to speak English very well, and with that being said the call taker might be at a struggle because he himself doesn't speak German but we want to get this situation moving forward, we want to have the triage.

Now we're still on the phone, nothing has changed, and right now the call taker understands well this is a German guy, I will want to have a translation, hitting the translate button, starting the process, starting the process with the right button on the touchscreen and not on the TV.

Hello, my name is Marcus. [FOREIGN]
And what you're seeing here, we are capturing the audio from the incoming call. We are putting this into an automated Internet based translation session, capturing German Audio translated into english being receivable by the call taker. And, now the call taker he could have Ken responses to respond to that.

Hitting the button plays stay calm, do this, do that. Or, if you need to do a specific answer to that work, he can start answering. A text into that field, which is then automatically backward translated from English into German, and then from German written language with a German text to speech engine into German spoken words.

And this, we believe is something that is far more appropriate than having someone waiting trying to find a translator to come on to the call because this gives immediate access in the situation. With a little bit of delay or pause compared to a native speaker to native speaker conversation but, we can figure that out.


>> So, Marcus one of the things that it's kind of amazing here is what we're showing uses all open interfaces, and you're actually using Google translate to perform this capability. And you're getting incredibly accurate translation of key words that might not be a literal translation, but it's enough for a call taker to understand the situational awareness, understand the services that are needed while a real translator could be getting on the line and you're not late, and this is common publicly available, Google Translation, imagine the accuracy you could get out of a paid service.


>> Absolutely, so What I'm saying here is, we really need to start moving ahead and thinking ahead, outside of the box of the current systems that have been deployed and in service over the last 10, 15, 20 years. So what we have done here with an Avaya Aura infrastructure that is the backend of that kind of system, with Avaya Breeze, which enables us to do workflow integrations on a back end systems later, we can transfer that information coming from the call, location information, associated with the locate me function.

And the pictures that we have, put everything in a workflow going to the next step bringing this to the cat system. Injecting it into a new case in the CAT system, but on the other hand, the core take of this desktop in here, this is something which enables us to use web-based tools, use Breeze Client SDK to create Avaya Softphones that have the same capabilities than any other Avaya branded stand up product.

And with that kind of integration there, you see that Ingerbot Software have been doing here, pulling everything together, putting it on a touch screen device, which is very much appreciated in many emergency services. We can now start using Internet based services Publicly available cloud service or private cloud services.

Web services integration to date. It's not witchcraft, it's not rocket science. You just need Java programmers for this. There is no deep need for real CPI experts. As we had to have it in a couple of years back. So that kind of agile front end gives us the capability to adopt, to change technologies and situations over time.

What we see that, of course, also the computer inspection systems are becoming more modern, are becoming web based, as well. We believe that the integrations concerning real time communications should sit on a communications centric platform, like the Avaya Least Clive and about soft that we have bult here in all of us to become more agile to adopt upcoming technologies as they mature.

And include them into the fold take US involvement of not getting disruptive on the cap process on reinventing the closest every six months just because we have new capabilities on the communication side so I think that's the way to the future
>> So when you think about a next generation in Emergency Services, whether it's US based, European based, wherever it's based anywhere, is open architectures and open standards.


>> Absolutely.
>> And that's the biggest change. We're moving away from the stove pipes of specialties because we don't need that technology. We've advanced, and I think the important part is, and this is where I think you bring In a lot of value, we've done this for industries around the world.

Whether it's airlines, financial, commercial, we've solved this same problem over and over and over again. And I think public safety agencies are looking to us now for the expertise.
>> I couldn't agree more Fletch. Thanks very much for sitting down with us and talking about this. What's your thoughts here on Nina in the US?


>> It's a different environment then Nina over in Europe. It's a big bigger, I think it's a very mature organisation that has a lot more Years to look back to Ina is quite of the younger brother of Nina. So I'm really enjoying being over here talking to people from the US, from other 911 countries outside of the US showing what we can do to them and listen.

Listening to what their business challenges are, but in the end my insight is we're all talking about emergency services Everyone's trying to look in the cheap, the same thing of the differences in the individual approaches, in the individual country or state employments where we need the flexibility of the Avaya can bring to the table in order to come to, To conclusion, what is the best possible solution for the news case for that customer.