ETSI TR 102 180 V1.3.1 (2011-09)

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

RTR/EMTEL-00019

General Information

• Status: Published
• Publication Date: 05-Sep-2011
• Technical Committee: EMTEL - Emergency Communications
• Current Stage: 12 - Completion
• Due Date: 31-Aug-2011
• Completion Date: 06-Sep-2011

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 V1.3.1 (2011-09)

Reference
RTR/EMTEL-00019
Keywords
access, administration, disabillity, emergency,
priority call, regulation
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3 ETSI TR 102 180 V1.3.1 (2011-09)
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 V1.3.1 (2011-09)
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: Bibliography . 29
History . 30

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5 ETSI TR 102 180 V1.3.1 (2011-09)
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 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 V1.3.1 (2011-09)
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 V1.3.1 (2011-09)
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 V1.3.1 (2011-09)
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.
[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 V1.3.1 (2011-09)
[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)".
[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 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
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].
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10 ETSI TR 102 180 V1.3.1 (2011-09)
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) [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 Description
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
PBX Private Branch Exchange
PLMN Public Land Mobile Network
PSAP Public Safety Answering Point
SDO Standard Development Organization
SIM Subscriber Identity Module
SMS Short Message Service
SMS-SC Short Message Service Service Centre
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11 ETSI TR 102 180 V1.3.1 (2011-09)
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, Article 26, 5) of Directive 2009/136/EC [i.27] provides that "Member States shall ensure that
undertakings concerned make caller location information available free of charge to the authority handling emergency
calls as soon as the call reaches that authority. This shall apply to all calls to the single European emergency call
number "112". Member States may extend this obligation to cover calls to national emergency numbers. Competent
regulatory authorities shall lay down criteria for the accuracy and reliability of the caller location information
provided."
This article supersedes the different Recommendations of Commission recommendation C(2003)2657 [i.2] of
25/07/2003.
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, or when voice is not possible).
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 automatically display maps or the status of resources in the vicinity.
Other examples of data that may complement the basic voice call include Multimedia message Services (MMS) and can
also be used to provide e.g. pictures or video of the field situation and of the victims.
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12 ETSI TR 102 180 V1.3.1 (2011-09)
Such services should not be considered at the first establishment of the emergency call, but for use in the exchange of
information 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.
The service requirements are valid whichever is the terminal and the technology used to send telephone calls. The
following cases present how these requirements are met in different contexts.
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 2009/136/EC [i.27] 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.
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 consists of the following characteristics:
• direct dialling of "112" emergency number;
• no need of operator assistance or language assistance.
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13 ETSI TR 102 180 V1.3.1 (2011-09)
4.1.1.3a VoIP terminals
A VoIP terminal may be either a normal telephone or equipment with all the features of a telephone or a computer
equipped with appropriate extensions such as a headset.
In the first case the terminal should respect all the requirements of a telephone terminal.
In the second case, the requirements are applicable when the computer is configured and used to be able to send
telephone calls. The service provider is supposed to take appropriate measures in its network or servers to fulfil the
network requirements of the present document.
NOTE: The universal services Directive may limit the obligations to provide access to emergency services to
VoIP services which use E.164 numbers as the Directive says: (Article 26, paragraph 2): "Member States,
in consultation with national regulatory authorities, emergency services and providers, shall ensure that
undertakings providing end-users with an electronic communications service for originating national
calls to a number or numbers in a national telephone numbering plan provide access to emergency
services."
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 both without any prefix and with the normal outgoing call 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 need 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.
ETSI
14 ETSI TR 102 180 V1.3.1 (2011-09)
4.1.4 Charge exemption for emergency calls
Emergency call services should be free of charge for the end user and possible without using any means of payment and
even without any credit on the telephone service account.
Directive 2009/136/EC [i.27] makes this mandatory in the European Union.
4.1.5 Ensuring emergency call conveyance
Network operators should make ev
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