Modernizing and Streamlining Communications & Collaboration for Command Center Operations Abstract Command Centers have a mandate to modernize their outdated, disparate and often obsolete voice communications and collaboration infrastructure. As this transition begins, the maturity of IP technologies and collaboration applications promise to revolutionize command centers. This combination, will for the first time, offer operators a coherent and cohesive set of telephony, radio and incident response capabilities, controlled through a single device. Command Center teams will now be able to view and act upon multiple streams of information in real-time through a unified interface. Whether they need to communicate over fixed or wireless networks, with field personnel or first-responders, on telephone or radio and without having to replace the reliable field equipment they depend upon. Proven solutions are now available that standardize, consolidate and integrate VoIP and RoIP communications. A scalable console platform solution that combines telephone and radio functions into an ultra-reliable and user-friendly device at the workstation is a key building block for an all-ip communications world.
THE LEGACY: EXISTING TELEPHONE & RADIO CONSOLES Typically, Operations and Dispatch Centers communicate with their respective remote/field personnel utilizing separate telephone and radio devices, systems and networks. This means cost and complexity, for users and IT teams that negatively impacts communication, collaboration and response times. This jumble of applications, operating platforms and devices can sometimes result in a failure to communicate. While iterative progress in particular areas has been made, putting together a comprehensive, scalable unified solution has remained elusive. And as call volumes and the severity of events seem to be on the increase, command centers are under more and more pressure to migrate to converged session management platforms that able to aggregate multiple, disparate communications streams into a unified flow. Public safety, energy utilities, transportation companies and federal, state and local governments are just some of the institutions are who depend on command centers to ensure rapid response to emergencies as well as maintaining basic infrastructure and services for the public and customers. While IP technologies facilitate a converged information stream, operators need the ability to quickly and easily visualize, prioritize and act on this torrent of data without having to think about which device or network they are communicating on. Networks and systems must be secure, reliable, interoperable, extensible and scalable while adhering to prevailing standards, regulations and policies. It is now possible to consolidate and normalize all real-time communications and collaboration requirements of the command center on a cohesive platform that combines telephony, radio, recording and incident response capabilities. Business & Technology Drivers Improve Control Center telephony (VoIP) & radio (RoIP) reliability for TDM product obsolescence Remediate NEED gaps THIS in existing IMAGE VoIP-RoIP Console systems Develop a sound replacement strategy Develop a sound Disaster Recovery (DR) methodology Simplify Operation Center communications Add features and functions to improve user experience Increase capacity of existing console systems 2
THE TECHNOLOGY: UNIFYING SIGNALS OF ALL TYPES INTO IP STREAMS: PROJECT 25 Project 25 (P25 or APCO-25) is a suite of standards for digital radio communications for use by federal, state/province and local public safety agencies in North America to enable them to communicate with other agencies and mutual aid response teams in emergencies. Interoperable emergency communication is integral to initial response, public health, safety of communities, national security and economic stability. Of all the problems experienced during disaster events, one of the most serious problems is communication due to lack of appropriate and efficient means to collect, process and transmit important and timely information. In some cases, radio communication systems are incompatible and inoperable not just within a jurisdiction but within departments or agencies within the same community. Non-operability occurs due to use of outdated equipment, limited availability of radio frequencies, isolated or independent planning, lack of coordination and cooperation between agencies, community priorities competing for resources, funding and ownership and control of communications systems. Recognizing and understanding this need, Project 25 (P25) was initiated collaboratively by public safety agencies and manufacturers to address the issue with emergency communication systems. P25 is collaborative project to ensure that two-way radios are interoperable. The goal of P25 is to enable public safety responders to communicate with each other and, thus, achieve enhanced coordination, timely response, and efficient and effective use of communications equipment. P25 was established to address the need for common digital public safety radio communications standards for first-responders and homeland security/emergency response professionals. The Telecommunications Industry Association's TR-8 engineering committee facilitates such work through its role as an ANSI-accredited standards development organization (SDO) and has published the P25 suite of standards as the TIA-102 series of documents, which now include forty-nine separate parts on Land Mobile Radio and TDMA implementations of the technology for public safety. Although developed primarily for North American public safety services, P25 technology and products are not limited to public safety alone and have also been selected and deployed in other private system application, worldwide. P25-compliant systems are being increasingly adopted and deployed. Radios can communicate in analog mode with legacy radios, and in either digital or analog mode with other P25 radios. Additionally, the deployment of P25-compliant systems will allow for a high degree of equipment interoperability and compatibility. (Source: Wikipedia) Terrestrial Trunked Radio (TETRA) is a professional mobile radio and two-way transceiver specification. TETRA was specifically designed for use by government agencies, emergency services, for public safety networks, rail transportation staff for train radios, transport services and the military. TETRA is a European Telecommunications Standards Institute (ETSI) standard, first version published 1995. (Source: Wikipedia) 3
INNOVATION: BRINGING IT ALL TOGETHER THROUGH THE CISCO ECOSYSTEM P25 standards use the proprietary Improved Multi-Band Excitation (IMBE) and Advanced Multi-Band Excitation (AMBE+2) voice codecs. IP Command is a Cisco Developer Network and SolutionsPlus partner, offering an integrated, extensible high-capacity turret solution. The IP Command turret is ideal for dispatch professional who want a unified, purpose-built device that can unify communications streams from a variety of sources, including radio channels. The Cisco IP Interoperability and Collaboration System (IPICS) solution now has a direct IP connection to Project 25 (P25) radio networks using standard TCP/IP communications. Cisco IPICS also connects smart devices such as the Apple iphone with mission-critical users on the same P25 radio network. The Cisco Inter-RF Subsystem Interface (ISSI) Gateway provides communications interoperability, regardless of technology and jurisdiction boundaries. The Cisco ISSI Gateway uses TCP/IP standardized communications to bridge P25 networks to Cisco IPICS. The Cisco ISSI Gateway connects to the first open IP radio network standard. Customers no longer have to be locked into a proprietary interface between their communications dispatch system and the radio network. The Cisco ISSI Gateway is based on the Inter-RF Subsystem interface (ISSI) standard, issued by the Telecommunications Industry Association (TIA) as the TIA-102.BACA specification. The Cisco ISSI Gateway can be deployed on the Cisco Physical Security Multiservices Platform or virtualized on the Cisco Unified Computing System, which represents the start of a new generation of virtualized appliances for use with the Cisco IPICS. (Source: Cisco Systems) The IP Command application integrates seamlessly with Cisco CUCM and IPICS platforms to form a complete command center communications and incident response solution. NEED THIS IMAGE 4
ENABLING THE CONTROL CENTER OPERATOR OF THE FUTURE: MONITOR, MANAGE AND ACT ON INFORMATION THAT CAN SAVE LIVES Dispatch professionals in public safety, emergency services and government and industrial command centers rely on a combination of specialized communications systems and tools to maximize situational awareness, collaboration and response times. Until now, there has not been a single system that is able to unify the various streams of communication and information to optimize the performance of command center operators. IP Command has introduced the industry s most advanced platform with high-capacity purpose-built applications and devices that enable dispatch professionals to easily communicate and collaborate with anyone on any device over any type of network. Our software-based, high-availability VoIP/RoIP platform is designed for round-the-clock mission-critical environments and unlike TDM-based turret systems or specialized dispatch or radio applications offers an integrated, extensible solution for dispatch professionals. The IP Command application is fully-integrated with Cisco Unified Communications Manager (CUCM), a scalable, distributable, and highly available enterprise IP telephony call-processing solution and Cisco IP Interoperability and Collaboration System (IPICS), a complete IP-based dispatch and incident response solution. IP Command is a high-performance, session-management platform that truly unifies communications & collaboration across the organization, in essence, one company, one system. 5
BRINGING IT ALL TOGETHER: UNIFYING PEOPLE, PROCESSES & COMMUNICATIONS IP Command Turret Console The T3 Series offers command center operators a purpose-built, high-capacity form factor with rich graphical touch screen interface that unifies voice, video, data, and radio communications on fixed or mobile networks for users in a single, sturdy, easy-to-use and customizable form factor. ULTRA-RELIABLE, SCALABLE AND EXTENSIBLE The IP Command Application Control Plane The heart of the IP Command Solution includes two scalable, high-availability software applications with flexible deployment options on standard, converged IT infrastructure. These applications integrate with the Cisco CUCM and UC & C applications to form a single, unified communications & collaboration environment for all staff irrespective of location, role or device. The IP Command Turret Support Server (TSS) The TSS is a web-based software management application and database that enables system configuration and management and acts as a central repository for system data. It also provides secure authentication of user profiles and acts as a gateway to other enterprise information systems and applications. The Turret Proxy to Open Line Dealing Server (TPO) The TPO is a feature controller application with dynamic conferencing that provides critical workflow capabilities to all dispatch operators; The solution features: multiple talk paths, shared one-touch connections and speed dial directories, unlimited barge-in and ad hoc conferencing, hoot n holler, intercom, radio channel integration, customizable call queuing and prioritization, and voice recording integration. 6
PASSIONATE ABOUT THE MISSION: CONTRIBUTING TO A COMMUNITY BUILDING THE WORLD S MOST EFFECTIVE INCIDENT RESPONSE COMMUNICATIONS SOLUTIONS The goal of any command center operator is to make informed, accurate and timely decisions that lead to positive outcomes whatever the circumstances may be. These operators rely on a complex set of information systems and communications and collaboration technologies to perform at peak efficiency. In order to maximize performance, operators work together in open control center environments with an array of monitors, information databases, radio & telephony systems, and a connection grid that enables fixed and mobile communications on land lines, radio, satellite and cellular networks. The challenge for control center communications managers has always been knitting together a seamless web of tools that streamline the operator s ability to efficiently gather information and make decisions in stressful, time-sensitive situations. Cisco and IP Command have developed an integrated portfolio of powerful, userfriendly solutions that optimize control center communications These ultra-reliable solutions are designed to modernize control center communications and deliver advanced functionality while maximizing interoperability and adhering to the latest standards. IP Command is the Command and Control subsidiary of IP Trade SA Global, a company founded in 2005 to bring ultra-reliable, feature-rich and intuitive IP solutions to the mission-critical voice communications sector. The company, based in Belgium, has direct offices in Asia, Europe and the USA and presence through partners in more than 100 countries. 7