This solution addresses a major emergency dialing problem associated with "nomadic" VoIP services. Nomadic services allow subscribers to move their VoIP phones from one location to another with access to a high-speed Internet connection. Prior to this implementation, the 911 dialed calls of nomadic VoIP subscribers were not routed to trained calltakers at the City's 911 phone system. Rather, they were directed by VoIP companies to a telephone on the desk of an administrative employee. The administrative phone line was not equipped to address an emergency. The implementation is the first of its kind in the US.
"The VoIP/911 solution exemplifies what can be accomplished when government and industry work collaboratively," said DoITT Commissioner Gino Menchini. "The City of New York recognizes that VoIP offers great potential for new competitive communications services and we encourage its continued growth. At the same time, however, 911 is at the very heart of government's public safety responsibility. I believe this implementation both strengthens the VoIP industry and upholds government's responsibility to protect human life and property.
To implement this solution, local VoIP providers and Verizon worked closely over the past several months with NYPD, DoITT and the New York State Public Service Commission (PSC). Among other available solutions, 911 technology provider, Intrado Inc., developed and deployed new infrastructure for its VoIP service provider customers to deliver calls into the City's existing dedicated 911 network.
The effort began when NYPD observed an influx of calls from VoIP customers to one of its administrative lines late last year. In total, over 6,000 calls were received from VoIP subscribers to this line. With the current implementation, such calls will now be routed to 911 call takers and will include caller ID and location information.
The City's VoIP/911 initiative has been closely watched as a model, particularly in light of a recent Federal Communications Commission (FCC) order, which mandates the implementation of enhanced VoIP/911 service nationwide by later this year.
New York City's 911 answering center receives approximately 30,000 calls a day and 12 million calls a year. To handle this load, the City utilizes a sophisticated 911 call routing system and employs approximately 1,300 trained 911 calltakers.
