----------------------------------------------------------------------------- ROUTING 999 EMERGENCY CALLS VIA NUMBER RANGE -D4RKCYDE ----------------------------------------------------------------------------- The BT Operator will receive an Emergency Call originating from an OPERATOR number. An onscreen indicator will alert the BT Operator that the Call has originated from an OPERATOR number. A full Calling Line Identity (CLI) will be shown. The National Number Group (NNG) and D,E or F digits, as appropriate, will generate the appropriate Emergency Organisation connect to numbers. The Call will be answered and connected following BT standard operating procedures. NAME AND ADDRESS CHECKS ----------------------- Obtaining name and address information in the event of a request from the Emergency Organisations in connection with an Emergency Call. During or after an Emergency Call the Emergency Organisation Operator may ask the BT Operator to determine the name and address associated with the caller's 'phone number. This will be achieved by the BT Operator contacting a staffed name and address enquiry point at the OPERATOR's premises. Name and Address Enquiry Point The OPERATOR will provide BT with a direct, fixed line, 24 hour enquiry point. There should be more than one number for resilience. The OPERATOR will attempt to answercalls within 15 seconds and provide the name and address within a maximum of 30 seconds from the BT Operator calling the number. In the event of the BT Operator being asked to provide a name and address by the Emergency Organisation the BT Operator will 'phone through to the name and address enquiry point at the OPERATOR's operations centre. The OPERATOR's operations centre will give priority of answer to these calls. The BT Operator will identify themselves, quote the CLI number and ask for a name and address associated with the number. The OPERATOR's operator will relay over the 'phone the name and address. The OPERATOR must quote the installation address associated with the number, not the billing address. The OPERATOR will be responsible for the accuracy of the information on the database. The BT Operator will pass the details back to the Emergency Organisation. Online Access If available, the BT Operator will access the OPERATOR's customer records database directly to obtain the name and address. The address shown to the BT Operator must be the installation address. There must be a 24hr staffed contact point which the BT Operator can access in the event of a failure of the online system. ROUTING 999 EMERGENCY CALLS VIA CUSTOMER'S POSTCODE --------------------------------------------------- The BT Operator will receive an Emergency Call originating from an OPERATOR number. An onscreen indicator will alert the BT Operator that the call has originated from an OPERATOR number. A full calling Line Identity (CLI) and full customer's name and address will be shown. Based on the customer's postal code, will generate the Emergency Organisation connect- to numbers. The call will be answered and connected following BT standard operating procedures. EMERGENCY CALL ROUTING - VIA NUMBER RANGE ----------------------------------------- Definition: The method by which it is determined which Emergency Organisation control room a Customer is connected to in the event of an Emergency Call, via the customers' telephone number, (the full Calling Line Identity). Background: When an Emergency Call is presented to a BT Operator the CLI generates the appropriate list of connect to numbers for Fire, Police, Ambulance, Coastguard and Mountain Rescue. Historically, for BT Customers, this has required overlaying the Emergency Organisation boundaries onto BT exchange boundaries. In cases where an Emergency Organisation boundary cuts through a BT exchange boundary there are two solutions. By mutual agreement one or other neighbouring Emergency Organisation will agree to take all the Emergency Calls within the BT exchange boundary and therefore the routing is determined by NNG alone. This is practical where only a small proportion of the BT exchange boundary lies within an Emergency Organisation boundary. Alternatively the traffic is split by using D, E or even F digit discrimination. In this case BTOSS is programmed to examine the CLI down to the relevant digit and generate the correct Emergency Organisation listing page. Out of Area Numbers ------------------- If the OPERATOR offers out of area numbering schemes to its Customers (usually business PBXs) then they should ensure that Emergency Calls are routed out on an appropriate local geographical number so that when the call is presented to the BT Operator a correct local number is displayed. Geographic Routings ------------------- It will be necessary to cross reference the OPERATOR's boundaries with BT exchange boundaries and the Emergency Organisation boundaries. The OPERATOR must provide BT with a map showing theboundary for each area of coverage. This mustbe on an Ordnance Survey map to the scale of 1:50000. The responsibility for the accuracy of the boundaries lies with the OPERATOR. If necessary, the ESM(see below) will assist in the preparation of a map. Where the OPERATOR has no defined boundary the OPERATOR will need to follow the appropriate National Number Group (NNG) boundary. e.g. if the OPERATOR has been allocated a DE range from the 0113 NNG they will need to follow the 0113 NNG boundary. BT will provide an overlay with the NNG boundary and BT local exchange boundaries. The OPERATOR will be responsible for allocating number blocks down to "F" digit to align with BT exchange boundaries. The numbering scheme will need to be shared with BT so that the call routing plan can be loaded onto the call handling system. When completed, a list showing which number ranges have been allocated to each local exchange area should be sent to the BT Operator Services Marketing Support Manager (O&M) who will be responsible for ensuring that call routing tables are built. This information should be provided two months prior to BIS date. New Number Ranges ----------------- If the OPERATOR applies for new number ranges then consideration must be given by the OPERATOR to 999 planning. If the OPERATOR has only been operating part of the operational area and has applied for new number ranges to expand operations to new parts of the operational area then the process described above will need to be repeated. OS will require a minimum of four months notice. ROLE OF EMERGENCY SERVICES LIAISON MANAGER ------------------------------------------ BT will provide the services of an Emergency Services Manager (ESM) to support the OPERATOR in the initial provision of Emergency Service and to provide ongoing liaison between the OPERATOR and the Emergency Organisations. The ESM will not be dedicated to the OPERATOR but will also serve BT Customers. Implementation - General Tasks ------------------------------ The ESM will be responsible for planning the routings of Emergency Calls from the OPERATOR's Customers to the relevant Emergency Organisation control rooms. Ongoing Liaison --------------- The ESM will act as the interface between the OPERATOR and the Emergency Organisations to provide the same liaison functions as for BT and its Customers. The ESM will work in conjunction with the OPERATOR's Customer Services to resolve any difficulties or queries arising from the provision of Emergency Service. These functions will include:- i) Working with the OPERATOR's Customer Services to resolve Emergency Call complaints. ii) Answering general enquiries from the OPERATOR about the Emergency Call Service, for example, quality of service issues. iii) Ensuring that any changes to the OPERATOR's area are reflected in the routing plan and Emergency Organisation listing pages are revised accordingly. iv) Assisting Emergency Organisations with queries about Emergency Calls originating from the OPERATOR's System. Home Office Liaison ------------------- BT will not be responsible for liaison between the OPERATOR and the Home Office about Emergency Call issues. COMPLAINT PROCESS ----------------- Complaints by Customers about the Emergency Call service will be received by the BT Operator Assistance Centre, BT Service Management Centre (SMC) or by the OPERATOR's Customer Services. Complaints Received by an Operator Assistance Centre ---------------------------------------------------- Complaints will be handled in accordance with the BT Complaint Handling process with appropriate liaisonwith the OPERATOR's Customer Services. Complaints Received by the OPERATOR's Customer Services ------------------------------------------------------- If the OPERATOR's Customer Services receive a Customer complaint about an Emergency Call they should contact the ESM for assistance to investigate the complaint. The ESM will require the originating number of the Call, the Time and Date and the nature of the complaint. For example, if the alleged complaint is about a long time to answer by BT then the ESM will examine the tape or dockets as appropriate and report back to the OPERATOR's Customer Services whether the fault is with BT or the Emergency Organisation. If the OPERATOR requests access to an Emergency Call tape in connection with a Customer complaint they should contact the ESM. This will either be provided in the form of a transcript or a tape recording. The ESM will determine which format is most appropriate e.g. a transcript if the recording is very faint. It is recommended that if a recording or transcript is provided that the ESM should discuss the contents with the OPERATOR's Customer Services as the correct interpretation of tapes or transcripts requires some expertise. Police Investigations --------------------- If copies/transcripts/access to the tapes are required by the Police for the investigation of crime then existing BT procedures will apply and the request will be handled by the ESM.