ETSI TR 102 180 V1.4.1 (2014-03)

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

RTR/EMTEL-00030

General Information

• Status: Published
• Publication Date: 06-Mar-2014
• Technical Committee: EMTEL - Emergency Communications
• Current Stage: 12 - Completion
• Due Date: 12-Mar-2014
• Completion Date: 07-Mar-2014

Standards Content (Sample)

ETSI TR 102 180 V1.4.1 (2014-03)






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

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2 ETSI TR 102 180 V1.4.1 (2014-03)



Reference
RTR/EMTEL-00030
Keywords
accessibility, emergency
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3 ETSI TR 102 180 V1.4.1 (2014-03)
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 . 12
4.1.1.3a VoIP terminals . 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 . 14
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 . 15
4.2.1 Emergency call-related information . 15
4.2.1.1 Calling line number from 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 . 16
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 . 17
4.2.5 Suppression of carrier selection/carrier preselection codes . 17
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 . 18
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 . 19
4.5 Emergency call-specific functions for all involved networks . 19
4.5.1 Priority and protection of emergency calls . 19
4.5.2 Network transit time . 19
4.6 Network management support functions for delivery of Emergency calls to PSAPs . 19
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4 ETSI TR 102 180 V1.4.1 (2014-03)
4.6.1 Monitoring of the lines and availability of the PSAPs . 19
4.6.2 Diversion of emergency calls. 19
4.6.3 Permanent availability . 20
4.6.4 Security provisions at access to PSAPs . 20
4.6.5 Release of resources to the PSAP when a call is transferred . 20
5 Evolutions of emergency services . 20
5.1 Multi-media calls . 20
5.2 E-mail . 20
5.3 Messaging (SMS; MMS) and instant messaging. 20
6 European-wide interface between operators and public safety answering points . 21
7 Special requirements when making emergency calls by disabled, elderly and young (illiterate)
users . 21
7.1 General . 21
7.2 PSAPs Emergency control centres . 22
7.3 Public telephones . 22
7.4 Additional Information . 22
8 Special requirements for emergency calls in a foreign language . 22
9 Data protection . 22
10 Future and other networks . 23
Annex A: Basic Architecture . 24
Annex B: Disabled, elderly and young users . 27
B.1 General . 27
B.2 People with disabilities . 27
B.3 Senior Citizens . 27
B.4 Young People . 28
B.5 Terminal Issues . 28
B.6 Network Issues . 28
Annex C: Best practice guidelines for mobile phone devices/handsets for the avoidance of
accidental emergency calls . 29
Annex D: Bibliography . 30
History . 31

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5 ETSI TR 102 180 V1.4.1 (2014-03)
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://ipr.etsi.org).
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: "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]: "Emergency Communications (EMTEL); Requirements for communication between
authorities/organizations during emergencies";
• TS 102 182 [i.21]: "Emergency Communications (EMTEL); Requirements for communications from
authorities/organizations to individuals, groups or the general public during emergencies";
• TR 102 410 [i.22]: "Emergency Communications (EMTEL); Basis of requirements for communications
between individuals and 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 V1.4.1 (2014-03)
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.
NOTE: A specific mention may be made about the processing of the location information to be sent with the
emergency call as the Directive 2009/136/EC [i.27] and the Directive 2009/140/EC [i.26] have significant
changes from the Directive 2002/21/EC [i.3] and the Recommendation C(2003)2657 [i.2] of 25/07/2003.
Additionally, the emergence and development of alternative offers based on technologies such as VoIP (Voice over
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 combine different technologies (e.g. Multimedia Message Services or GPS).
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7 ETSI TR 102 180 V1.4.1 (2014-03)
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 also encompasses 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 present 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 V1.4.1 (2014-03)
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] Recommendation ITU-T 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] Recommendation ITU-T 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.
[i.19] Void.
[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".
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9 ETSI TR 102 180 V1.4.1 (2014-03)
[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 the 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)".
[i.26] Directive 2009/140/EC on a common regulatory framework for electronic communications
networks and services (Framework Directive).
[i.27] Directive 2009/136/EC on universal service and users' rights relating to electronic communications
networks and services (Universal Service Directive).
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
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 Eur
...