ETSI TR 102 180 V1.2.1 (2010-07)

Emergency Communications (EMTEL); Basis of requirements for communication of individuals with authorities/organizations in case of distress (Emergency call handling)

RTR/EMTEL-00016

General Information

• Status: Published
• Publication Date: 01-Jul-2010
• Technical Committee: EMTEL - Emergency Communications
• Current Stage: 12 - Completion
• Due Date: 15-Jul-2010
• Completion Date: 02-Jul-2010

Standards Content (Sample)

Technical Report
Emergency Communications (EMTEL);
Basis of requirements for communication of individuals
with authorities/organizations in case of distress
(Emergency call handling)
2 ETSI TR 102 180 V1.2.1 (2010-07)

Reference
RTR/EMTEL-00016
Keywords
access, administration, disability, emergency,
priority call, regulation
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3 ETSI TR 102 180 V1.2.1 (2010-07)
Contents
Intellectual Property Rights . 5
Foreword . 5
Introduction . 5
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 8
3 Definitions and abbreviations . 9
3.1 Definitions . 9
3.2 Abbreviations . 10
4 Description of the emergency call service . 11
4.1 General description/provisions . 11
4.1.1 User related requirements . 12
4.1.1.1 Public Network Access Points . 12
4.1.1.2 Public pay telephones . 12
4.1.1.3 Other types of telephones: . 13
4.1.1.4 Private Networks . 13
4.1.1.5 Multipurpose facilities . 13
4.1.2 Requirements applicable to the emergency call functionality of terminal equipment . 13
4.1.3 Speech quality of emergency calls . 13
4.1.4 Charge exemption for emergency calls . 13
4.1.5 Ensuring emergency call conveyance . 14
4.1.6 Assignment of emergency calls to the appropriate PSAP . 14
4.1.7 Preventing effects of discrepancies in coverage . 14
4.1.7.1 Radio Coverage Limit cases between mobile networks . 14
4.1.7.2 International cooperation . 14
4.1.7.3 Cordless technologies. 14
4.1.8 Preventing network integrity or capacity failure . 14
4.2 Recognition and treatment of emergency calls by the originating network . 14
4.2.1 Emergency call-related information . 15
4.2.1.1 Calling line number of the access at which the emergency call is made . 15
4.2.1.2 Location information related to the origin of the emergency call . 15
4.2.1.2.1 Use of a fixed line access for an emergency call . 15
4.2.1.2.2 Use of a mobile phone for an emergency call . 16
4.2.1.3 Identification of the mobile terminal equipment . 16
4.2.2 Network identification . 16
4.2.3 Minimum power supply for user accesses . 16
4.2.4 Overdialling . 16
4.2.5 Suppression of carrier selection/carrier preselection codes . 16
4.2.6 Emergency calls from other countries . 17
4.2.7 Routing of SMS complementing emergency calls while roaming: . 17
4.2.7.1 General consideration. 17
4.2.7.2 Consequence in the case of international roaming . 17
4.3 Handling of emergency calls between networks . 18
4.4 Providing termination of emergency calls to the PSAP . 18
4.4.1 Features of the emergency control centres . 18
4.4.2 Release of emergency calls/Call back of emergency calls . 18
4.4.3 Temporary blocking of Emergency Calls from a particular source . 18
4.5 Emergency call-specific functions for all involved networks . 19
4.5.1 Priority of emergency calls . 19
4.6 Network management support functions for delivery of Emergency calls to PSAPs . 19
4.6.1 Monitoring of the lines and availability of the PSAPs . 19
4.6.2 Diversion of emergency calls. 19
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4 ETSI TR 102 180 V1.2.1 (2010-07)
4.6.3 Permanent availability . 19
4.6.4 Security provisions at access to PSAPs . 19
4.6.5 Release of resources to the PSAP when a call is transferred . 19
5 European-wide interface between operators and public safety answering points . 20
6 Special requirements when making emergency calls by disabled, elderly and young users . 20
6.1 General . 20
6.2 PSAPs Emergency control centres . 20
6.3 Public telephones . 21
6.4 Additional Information . 21
7 Special requirements for emergency calls in a foreign language . 21
8 Data protection . 21
9 Future and other networks . 21
Annex A: Basic Architecture . 22
Annex B: Disabled, elderly and young users . 25
B.1 General . 25
B.2 People with disabilities . 25
B.3 Senior Citizens . 25
B.4 Young People . 26
B.5 Terminal Issues . 26
B.6 Network Issues . . 26
Annex C: Bibliography . 27
History . 28

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5 ETSI TR 102 180 V1.2.1 (2010-07)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This Technical Report (TR) has been produced by ETSI Special Committee Emergency Communications (EMTEL).
The present document is the first of a set of deliverables covering the communication needs of individuals and
authorities in emergency situations, as identified below:
• TR 102 180 [i.19]:" Emergency Communications (EMTEL); Basis of requirements for communication
of individuals with authorities/organizations in case of distress (Emergency call handling)";
• TS 102 181 [i.20]: "Requirements for communication between authorities/organizations during emergencies";
• TS 102 182 [i.21]: "Requirements for communications from authorities/organizations to individuals, groups or
the general public during emergencies";
• TR 102 410 [i.22]: "Requirements for communications between individuals and to authorities whilst
emergencies are in progress".
Introduction
The provision of Emergency Telecommunications is one of the most important duties of a public authority towards
individuals present on its territory. Individuals, Authorities and Emergency response teams therefore have a need for
dedicated, high quality communication systems operating at all times.
In the past this area of communications has been developed, provided and organized by the national
telecommunications operators and the national safety and security agencies/organizations. In today's deregulated and
liberalized telecommunications market, operators of public telephone networks have the obligation to provide this type
of communication under their regulation on a European and national basis.
At European Union level, a common emergency call number (112) is applied. In certain countries it may co-exist with
former numbering codes maintained by the national authorities and dedicated to more specific usages or needs. The
proposals of the present document are primarily focussed towards the deployment of a consistent service based on the
112 number; it is a matter of national decision and initiative to apply them for the other numbers in use for emergency
calling.
The present document should be read as a contribution to the harmonization of the use of E112 by the emergency and
disaster response agencies. Based on inputs from all parties in the Emergency Service User Community involved in
providing such services, and after due adoption, the requirements expressed should be distributed to the relevant ETSI
Technical Bodies, who are requested to take this material into account when amending existing, or drafting new,
deliverables for services and systems to support Emergency Communications. But the present document can also be
made available to other organizations and mainly at European Commission level as a contribution to their work, as the
case may apply.
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6 ETSI TR 102 180 V1.2.1 (2010-07)
The present document catalogues the requirements on Emergency Call Handling as seen by the Emergency Service
User Community. Clause 4 sets out the requirements on the emergency call service itself, including: service provision,
end-user expectations and related requirements, terminal equipment, the call originating network, interconnection
between networks, the functionality on the PSAP (Public Safety Answering Point), functionality on involved and transit
networks, and network management requirements. Clause 5 outlines the benefits of a European-wide interface between
operators and Public Safety Answering Points. Clause 6 lists the special requirements when making emergency calls by
disabled, elderly and young users. Clause 7 refers to the need for special requirements for emergency calls in a foreign
language. Where clause 8 quotes the data protection provisions in the case of an Emergency situation and clause 9
refers to the need for future considerations in further networks still to be defined. Clause 4 is the main clause describing
the basic working of the service and its components, with a catalogue of the types of access to be considered and their
special networking considerations.
Both the Directive 2002/21/EC [i.3] and the Commission Recommendation C(2003)2657 [i.2] of 25/07/2003 on the
processing location information, related to the terminal through which an emergency call is made, in electronic
communication networks for the purpose of location enhanced emergency call services set out recommendations and
requirements which network operators, equipment manufacturers and emergency centres should take into
consideration.
Additionally, the emergence and development of alternative offers based on technologies as VoIP (Voice other Internet
Protocol) is creating critical situation linked to the definition of the service offered. There is a need to consolidate the
comprehensive provision of the emergency call (including short numbering, adequate origin-dependent routing, no
charge and transmission additional information) as a reference requirement in the planning of future systems.
Consideration is also given to the use of SMS, in conjunction with an emergency call, and the emerging applications
which conbine different technologies (e.g. Multimedia Message services or GPS).
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7 ETSI TR 102 180 V1.2.1 (2010-07)
1 Scope
The present document gives an overview of the requirements for communication from individuals to authorities and
organizations in all types of emergencies. It collects operational and organizational requirements as a basis for a
common 112 service, including location information (E112). Although many of the requirements collected from
network operators, service providers (e.g. emergency response organizations) and users relate to national public policies
and regulation, there are a number of service and technical aspects which are better dealt with on the European level to
ensure harmonized access and services over Europe and effectiveness by user increased awareness by using
standardized solutions.
The essence of an emergency call is to establish a direct and real time means of conversation between the calling party
and an officer, in a Public Safety Answering Point, in charge of bringing assistance or organizing response. But the
scope of the present document encompasses also various types of services that can bring an added value to this basic
scenario or add new scenarios, such as transmission of data to extend the information made available to the PSAP's
agent or to facilitate access of people suffering disabilities or impairments.
The present document also collects already established requirements for EMTEL and gives guidance on how to find the
standardization work published or ongoing. The document also identifies the areas needing particular attention from the
experts and refers to identified documents in preparation in SDOs (Standard Development Organizations).
The present document outlines the basis for technical, operational, organizational or regulatory requirements.
The present document is primarily applicable to ETSI technical bodies for the defining of services and specifying
technical solutions.
Requirements for emergency calls of a private nature (e.g. vehicle/road assistance) and directed to an emergency service
provider not being an emergency service provider recognized by a government are not covered by the present
document.
It is anticipated that the present document will be maintained, by taking in line with developments at regulatory level
and more specifically within the CoCom (Communication Committee for the Electronic Communications Directives) at
the European Commission (EC) level.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the
reference document (including any amendments) applies.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are necessary for the application of the present document.
Not applicable.
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8 ETSI TR 102 180 V1.2.1 (2010-07)
2.2 Informative references
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI TS 102 164: "Telecommunications and Internet converged Services and Protocols for
Advanced Networking (TISPAN); Emergency Location Protocols
[OMA-TS-MLP-V3-2-20051124-C]".
[i.2] C(2003)2657: Commission Recommendation of 25th July 2003: "Recommendation on the
processing of caller location information in electronic communications networks for the purpose of
location-enhanced emergency call services", published on O.J.E.U. L 189/49 the 29.7.2003.
[i.3] Directive 2002/21/EC on a common regulatory framework for electronic communications
networks and services (Framework Directive).
[i.4] Directive 2002/22/EC on universal service and users' rights relating to electronic communications
networks and services (Universal Service Directive).
[i.5] ETSI EG 202 116: "Human Factors (HF); Guidelines for ICT products and services; "Design for
All"".
[i.6] ETSI ETR 333: "Human Factors (HF); Text Telephony; Basic user requirements and
recommendations".
[i.7] ITU-T Recommendation V.18: "Operational and interworking requirements for DCEs operating in
the text telephone mode".
[i.8] ETSI ETS 300 381: "Telephony for hearing impaired people; Inductive coupling of telephone
earphones to hearing aids".
[i.9] ETSI ETS 300 488: "Terminal Equipment (TE); Telephony for hearing impaired people;
Characteristics of telephone sets that provide additional receiving amplification for the benefit of
the hearing impaired".
[i.10] ETSI TR 102 133: "Human Factors (HF); Access to ICT by young people: issues and guidelines".
[i.11] ITU-T Recommendation E.115: "Computerized directory assistance".
[i.12] ETSI TS 123 271: "Digital cellular telecommunications system (Phase 2+); Universal Mobile
Telecommunications System (UMTS); LTE; Functional stage 2 description of Location Services
(LCS) (3GPP TS 23.271)".
[i.13] CEN/CENELEC Guide 6: "Guidelines for standards developers to address the needs of older
persons and persons with disabilities".
[i.14] ISO/IEC Guide 50: " Safety aspects - Guidelines for child safety".
[i.15] Directive 2002/58/EC of the European Parliament and of the Council of 12 July 2002 concerning
the processing of personal data and the protection of privacy in the electronic communications
sector (Directive on privacy and electronic communications).
[i.16] Void.
[i.17] Void.
[i.18] CGALIES outputs (Co-ordination Group on Access to Location Information by Emergency
Services) served as a base for the EC-Recommendation.
NOTE: Available at (http://www.telematica.de/cgalies/).
[i.19] ETSI TR 102 180: "Emergency Communications (EMTEL); Basis of requirements for
communication of individuals with authorities/organizations in case of distress (emergency call
handling)".
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9 ETSI TR 102 180 V1.2.1 (2010-07)
[i.20] ETSI TS 102 181: "Emergency Communications (EMTEL); Requirements for communication
between authorities/organizations during emergencies".
[i.21] ETSI TS 102 182: "Emergency Communications (EMTEL); Requirements for communications
from authorities/organizations to individuals, groups or the general public during emergencies".
[i.22] ETSI TR 102 410: "Emergency Communications (EMTEL); Basis of requirements for
communications between individuals and between individuals and authorities whilst emergencies
are in progress".
[i.23] ETSI TR 102 445: "Emergency Communications (EMTEL); Overview of Emergency
Communications Network Resilience and Preparedness".
[i.24] ETSI TS 123 040: "Digital cellular telecommunications system (Phase 2+); Universal Mobile
Telecommunications System (UMTS); Technical realization of Short Message Service (SMS)
(3GPP TS 23.040)".
[i.25] ETSI TS 124 008: "Digital cellular telecommunications system (Phase 2+); Universal Mobile
Telecommunications System (UMTS); LTE; Mobile radio interface Layer 3 specification; Core
network protocols; Stage 3 (3GPP TS 24.008)".
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
enhanced 112 (E112): emergency communications service using the single European emergency call number, 112,
which is enhanced with location information of the calling user (see Commission Recommendation C(2003)2657))
emergency call: call from an individual who wants to reach the PSAP
emergency call facilities: emergency telephone stanchions/boxes, fire alarms, etc.
NOTE: These facilities are either publicly accessible, or located within private premises.
emergency call with SMS: emergency call complemented by SMS
NOTE: The purpose of the SMS is to convey context information or to help a communication with impaired
people.
Emergency Control Centre (ECC): facilities used by emergency organizations to handle rescue actions in answer to
an emergency calls
NOTE: A PSAP forwards emergency calls to the Emergency Control Centres.
emergency number: special short code(s) or number(s) which is used to place an emergency call
NOTE: The emergency number is used by the individual in need of assistance from the emergency services.
There exist two different types of emergency numbers in Europe:
1) European emergency number, 112: the emergency number for pan-European access to
emergency services and used, for example, in the European Union member-states, Switzerland and
other European countries.
2) National emergency numbers: each country may also have a specific set of emergency numbers.
emergency response organization: e.g. the police, fire service and emergency medical services
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10 ETSI TR 102 180 V1.2.1 (2010-07)
emergency service: service, recognized as such by the Member State, that provides immediate and rapid assistance in
situations where there is a direct risk to life or limb, individual or public health or safety, to private or public property,
or the environment but not necessarily limited to these situations
NOTE: See Commission Recommendation C(2003)2657 [i.2].
individual: any person (resident, visitor, passer-by), present in the vicinity of an emergency situation (from the first
notice till the complete clearance) and subject to be affected by it, but who has no identified role in the actions of rescue
and of restoration of normal conditions
NOTE: Depending on his/her situation, the individual can send alerts or provide information to the emergency
services, but in many cases is either passive or a potential victim.
location information: data enabling to know the geographic position of a terminal used by the calling party
originating network: portion of the communications network(s) that provides the connection of a user's equipment to
the public communication services from which the emergency call was originated
overdialling: dial and send additional digits, beyond the normal/minimum length of a valid number, for example to
obtain a special service required
NOTE: The extended Dialling string has to be entered within a specified time and processed without any
intermediate dial-tone or announcements.
Public Safety Answering Point (PSAP): physical location where emergency calls are received under the responsibility
of a public authority
NOTE: See Commission Recommendation C(2003)2657 [i.2].
user access: point of access to a telecommunication network where an emergency call can be requested
NOTE: This includes public telephones and "emergency call facilities".
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
CEN Comité Européen de Normalisation
CENELEC Comité Européen de Normalisation ELECtrotechnique
CGALIES Co-ordination Group on Access to Location information by Emergency Services
CLI Calling Line Identity
CoCom Communication Committee for the Electronic Communications Directives
EC European Commission
ECC Emergency Control Centre
EMTEL EMergency TELecommunications
ETS ETSI Technical Specification
GAD (Universal) Geographic Area Descriptio
GPS Global Positioning System
GSM Global System for Mobile telecommunications
HF Human Factor
ICT Information and Communication Technologies
IEC International Electrotechnical Commission
IMEI International Mobile Equipment Identifier
IP Internet Protocol
IPR Intellectual Property Right
ISO International Organization for Standardization
LCS LoCation Services
MMS Multimedia message Services
MSC Mobile Switching Centre
OJEU Official Journal of the European Union
PBX Private Branch Exchange
PLMN Public Land Mobile Network
PSAP Public Safety Answering Point
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11 ETSI TR 102 180 V1.2.1 (2010-07)
SIM Subscriber Identity Module
SMS Short Message Service
SMS-SC Short Message Service Service Centre
TB Technical Body
TCP Transport Control Protocol
TE Terminal Equipment
TISPAN Telecommunications and Internet converged Services and Protocols for Advanced Networks
TR Technical Report
UE User Equipment
UMTS Universal Mobile Telecommunications System
USIM Universal Subscriber Identity Module
VoIP Voice over Internet Protocol
VPLMN Visited PLMN
VPN Virtual Private Network
XML eXtensible Mark up Language
4 Description of the emergency call service
4.1 General description/provisions
Directive 2002/22/EC [i.4] requires that in addition to any other national emergency call number specified by the
national authorities all end users of publicly available telephone services have the possibility to call the emergency
services free of charge by using the single European emergency call number "112". A more complete listing of the
European Commission (EC) regulatory principles can be found at [i.14].
The objective of the requirement is to maximize the probability that a user will be able to make a basic telephone call to
the appropriate emergency service whenever necessary without imposing undue constraints on terminals, networks or
service providers, and to provide the emergency service with as much location information as reasonably possible. The
scenarios in which this objective should be met will become increasingly complex due to factors such as:
• the introduction of new services including services that are backwards compatible with basic telephony;
• the development of both new special purpose terminals and the support of telephony on multi-purpose
terminals;
• the provision of multiple different services and choices of service provider accessible (e.g. via carrier
pre-selection) at a single network termination point.
To facilitate these regulatory principles, details of the requirements are provided in the following clauses.
Additionally, the commission recommendation C(2003)2657 [i.2]of 25/07/2003 recommends that the originating
network should generate emergency call-related information and transmit this information together with the single
European emergency call number "112".
Recommendations 4, 7 and 9 of commission recommendation C(2003)2657 [i.2]of 25/07/2003, are quoted below:
4. "For every emergency call made to the European emergency call number 112, public telephone network
operators should, initiated by the network, forward (push) to public safety answering points the best
information available as to the location of the caller, to the extent technically feasible. For the intermediate
period up to the conclusion of the review as referred to in point 13 below, it is acceptable that operators make
available location information on request only (pull)".
7. "All location information provided should be accompanied by an identification of the network on which the
call originates".
9. "For each emergency call for which the subscriber or user number has been identified, public telephone
network operators should provide the capability to public safety answering points and emergency services of
renewing the location information through a call back functionality (pulling) for the purpose of handling the
emergency".
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12 ETSI TR 102 180 V1.2.1 (2010-07)
In some cases, the service may be complemented by the transmission of information in the form of SMS. This
information is not provided by the network and it is routed via a different path than the voice service. It should be noted
that the SMS service has several limitations, such as the absence of guaranteed real time delivery. The use of SMS
should therefore be considered for specific situations (e.g. users with special needs) where it could enhance the
efficiency of answering services and rescue teams, but never replaces the basic voice communication.
Additionally to the previous features, the provision of data besides voice can increase the effectiveness of the whole
rescue organisation. For example, accurate location information of the caller, derived from GPS integrated in mobile
phone terminals, can be provided along with the voice call. This information combined at the PSAP with other
Geographic Information Services can be used to display automatically maps or status of resources in the vicinity. Other
examples of data that may complement the basic voice call include Multimedia message Services (MMS) can also be
used to provide e.g. pictures or video of the field situation and of the victims.
Such services should not be considered at the first establishement of the emergency call, but for use in the exchange of
informations which may take place between the PSAP (or the ECC) and the calling party just after or in continuation of
the emergency call.
4.1.1 User related requirements
Users should be able to make a basic telephone call to an emergency service on any terminal (see annex C for HF
requirements) that supports outgoing calls to publicly available telephone services unless the terminal is clearly marked,
or its software operation clearly identifies it, as incapable of making such calls under normal or power failure
conditions. It is important that users' reasonable expectations are met and that users are generally made aware of any
limitations in access to emergency services so that:
• persons responsible for premises may make adequate alternative provisions;
• users do not waste time in an emergency call attempt.
4.1.1.1 Public Network Access Points
All telephony terminal equipment should have the ability to fulfil the user's need for an emergency call once it is
positioned to access a public telecom network (of a compatible design).
Additionally, the network access point should enable the emergency call, even when:
• normal Originating Telecommunications Services have been barred (e.g. because of non-payment of bills);
• the equipment (e.g. the Universal Subscriber Identity Module (USIM) card in a mobile phone) is protected by
an identification/authentication procedure, unknown to the user in advance;
• the individual using a mobile phone for an emergency call is outside the coverage area of his/her home
network, provided that the area is covered by another mobile network operator and that the mobile phone is
technically compatible with the alternate network;
• the individual using a cordless phone for an emergency call is outside the coverage area of his/her home base
station, provided that the area is covered by another base station belonging to the same or to a different
network operator and that the cordless phone is technically compatible with the alternate base station.
All cases of national roaming scenarios are covered by national regulatory requirements and legislation.
It should be possible to make emergency calls all free of charge and without having to use any means of payment.
4.1.1.2 Public pay telephones
Directive 2002/22/EC [i.4] requires that it be possible to make emergency calls from public pay telephones using the
single European emergency call number "112" and other national emergency numbers, all free of charge and without
having to use any means of payment.
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13 ETSI TR 102 180 V1.2.1 (2010-07)
4.1.1.3 Other types of telephones:
It should be possible to place easily and without any barring conditions an emergency call from all types of telephones
that have access to the public network (public telephones, dedicated call post with voice application, private coin and
card payphones).
Easiness consist in the following characteristics: free of charge, direct dialling of "112" emergency number, no need of
coin or means of payment to initiate the call, no need of operator assistance or language assistance.
4.1.1.4 Private Networks
Emergency calls from private networks can be routed to the public network. It is recommended that from private
networks the emergency number can be dialled without any prefix.
When external assistance is required an emergency call should be forwarded to the PSAP or the corresponding
emergency control centre.
This includes phones in public places where users require to be able to make emergency calls, free of charge and
without having to use any means of payment.
Location information within a private network should be made available when possible and comply with the
requirements of the corresponding emergency authorities in the country/area, in which the site or premises of the
company are installed. For large private networks (covering several countries or even continents), attention must be
paid to the fact that this requirement may be of importance when designing the architecture of the private network.
4.1.1.5 Multipurpose facilities
For multipurpose call facilities (e.g. customer assistance for vehicles and accidents) functionality should separate the
operation modes in order to avoid unjustified calls to public emergency services.
4.1.2 Requirements applicable to the emergency call functionality of
terminal equipment
Voice communication terminal equipment should be designed in such a way that emergency calls should be possible
even if the terminal has a PIN-coded lock of the keypad. The requirement of this keypad over-ride is in accordance with
national regulations. No terminal equipment feature should prevent an emergency call from being made. It is
recommended to consider the operation of terminals connected to the fixed network in the case of mains power failures.
Provision of a user record allowing for precise location identification by cordless terminals connected to a visited base
station of a fixed-line network similar to those available in a mobile terminal USIM card should be considered
(see clause 4.2.1.2.1).
4.1.3 Speech quality of emergency calls
Where the network is not operating under abnormal conditions as a result of a disaster, the speech quality of emergency
calls should not be worse than the user of a basic telephone service would experience on the majority of their calls.
Where the service provider normally provides enhanced speech quality above that of a basic telephone service,
e.g. wideband speech, there is no obligation to provide the enhanced quality on emergency calls.
Where the network is operating under abnormal conditions, as a general principle, if a trade-off exists between speech
quality and connectivity, connectivity should be given priority, and intelligibility should be given priority over other
aspects of speech quality.
4.1.4 Charge exemption for emergency calls
Emergency call services should be free of charge and possible without the calling party using any means of payment.
ETSI
14 ETSI TR 102 180 V1.2.1 (2010-07)
4.1.5 Ensuring emergency call conveyance
Network operators should make every reasonable effort to ensure the answering, inter-network forwarding and
termination of emergency calls, including in exceptional circumstances such as insolvency, crises, catastrophes, etc.
4.1.6 Assignment of emergency calls to the appropriate PSAP
Nominated PSAP of the emergency organizations deal with emergency calls from defined geographic areas. Emergency
calls should be routed to, and handled within, the appropriate PSAP.
There should be an unambiguous mapping between the location of the terminal used for an emergency call and the
PSAP responsible for the appropriate area.
This mapping should be prepared and kept up-to-date by the emergency control organization/authority and should be
provided to all related telecommunications service providers.
More informational material can be found in CGALIES: http://www.telematica.de/cgalies/ [i.18].
4.1.7 Preventing effects of discrepancies in coverage
4.1.7.1 Radio Coverage Limit cases between mobile networks
Due to physical uncertainty and variations of radio coverage limits there are border effects where an emergency call can
not be routed to the geographically assigned PSAP. Attention should be given to all parties involved, and more
specifically operators, when designing the network to limit the occurrence of such cases. Where this case occurs,
cooperation of PSAP should be applied and organized as appropriate.
4.1.7.2 International cooperation
A situation similar to that described in clause 4.1.7.1 may appear near country borders: Cross-border emergency call
handling requires international cooperation among emergency org
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