QUICK REFERENCE GUIDE:
9-1-1 AND SMS
UNDERSTANDING ROLES AND RESPONSIBILITIES TO DEPLOY
INTEGRATED TEXT-TO-9-1-1
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VESTA® 9-1-1 & VESTA® SMS
A CLEAR STRATEGY TO INTEGRATED
TEXT-TO-9-1-1
The VESTA® SMS solution is an easy way for PSAPs to adopt Text-to-9-1-1 because it is integrated into the VESTA® 9-1-1 system. Integrated Textto-9-1-1 is the most effective way to implement SMS because with the integration, Telecommunicators handle SMS calls just like they do voice calls.
As a result, Telecommunicators experience less change in their day-to-day operations, and they get up to speed on using SMS more quickly. Both of
these critical points minimize disruption in the PSAP as the new application is implemented.
The purpose of this document is to answer frequently asked questions about implementing integrated Text-to-9-1-1 and provide a clear picture of the
steps and the roles of the different parties involved.
FREQUENTLY ASKED QUESTIONS
What are the delivery methods for Text-to-9-1-1?
• Legacy – TTY/TDD interface - within the call handling equipment
to receive and service Text-to-9-1-1 services.
• Transitional – Web browser based - using connectivity to TCCs
(Text Control Centers), typically over an Internet connection.
• NG9-1-1 – VESTA SMS - Fully integrated Text-to-9-1-1 as part
of the NG9-1-1 call handling solution that is SIP/MSRP (Session
Initiation Protocol/Message Session Relay Protocol) based, i.e.,
VESTA 9-1-1.
What are the benefits to the VESTA SMS integrated solution?
• You have a Next Generation solution - NENA i3 compliant.
• Your training is simplified. Telecommunicators don’t have to learn
a new process to handle Text-to-9-1-1 calls from how they handle
voice calls because the work flow is consistent.
• You reduce the chance of error because Telecommunicators are
not required to toggle between applications when handling voice
and text calls.
• There is no impact to voice trunk capacity.
• You save time in processing a text call and therefore increase
your operational efficiency.
What is the TCC (Text Control Center)?
When sending a text call to 9-1-1, the caller requesting emergency
assistance sends a Text-to-9-1-1 as they would to any short message
code, SMS. The text is routed by the wireless carrier to the TCC. The
responsibility of the TCC is to transfer the SMS call to the correct
PSAP for handling.
Do I have to be on an ESInet for VESTA SMS?
No, you do not. An existing ESInet connectivity can typically be
leveraged, but it is not necessary for you to have an ESInet in place
for the IP connectivity. If there is no ESInet, then dedicated circuit(s)
may be required depending on your needs. The connectivity to the
TCC is a cost the PSAP incurs.
Do I need to connect to multiple TCC providers to get full
coverage across all major wireless carriers?
No, you do not. The national TCC providers will provide Text-to-9-1-1
aggregation, providing coverage across all carriers.
PLANNING REQUIREMENTS QUICK TIPS
Engage Early - Multiple parties are involved in implementing Text-to-9-1-1, which is one of the reasons to start months in advance.
Align the Team - Your Network Provider, TCC Provider, Service Provider and Motorola Solutions must all be on the same page with your
project plan and schedule.
Know the Who & What - The roles and responsibilities chart on the next page helps you manage expectations.
We are here to help you and be with you every step of the way.
» Refer to the NENA website for detailed information on implementing Text-to-9-1-1.
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VESTA® 9-1-1 & VESTA® SMS
ROLES AND RESPONSIBILITIES
ROLE/RESPONSIBILITY ACTIVITY
Motorola Solutions and Channel Partner meet with PSAP to
begin the planning.
The Request For Service (RFS) is submitted by the 9-1-1 Agency
or P SA P.
Service Provider works with PSAP to migrate PSAP to current
VESTA 9-1-1 release, if necessary.
PSAP engages in an agreement with one of the TCC providers
(TCS or Intrado).
PSAP orders the IP network connectivity required between the
contracted TCC and the VESTA 9-1-1 solution.
We help you think about the different tasks that need to be accomplished
throughout the process, i.e., selecting the TCC and submitting the request for
service to carriers - link for form below.
The request can be submitted direct written or via other reasonably acceptable
means to a covered text provider or via the instructions as provided on the
FCC website.
Additional Resources:
SMS Text-to-9-1-1 Resources for PSAPs & 9-1-1 Authorities
PSAP must be on the VESTA 9-1-1 solution Release 6.0.0. If system was quoted
after March 20, 2015, system is ready for the VESTA SMS solution. If quoted
prior to this date, additional hardware may be required. There is no charge for
the VESTA SMS software module for customers who are current on software
support.
PSAP decides if they will work with TCS or Intrado.
If the PSAP’s Service Provider is also the Network Provider, then the Network
Provider may order the circuit.
Kick-off meeting with all parties involved – Motorola
Solutions, Service Provider and Network Provider (if different
from the Service Provider) and the TCC.
Motorola Solutions performs necessary field engineering. We perform the necessary hardware and software configuration to enable
PSAP works with Motorola Solutions, TCC, Service Provider
and Network Provider for end-to-end testing.
PSAP informs carriers of ‘readiness.’ The VESTA SMS solution is live.
The purpose of this meeting is to ensure all parties are aligned and understand
the dependencies on each other and what must be done by which party and the
associated schedule.
VESTA SMS.
Implement the network connectivity and end-to-end testing plan to ensure
VESTA SMS readiness and address any issues.
ADDITIONAL POINTS TO CONSIDER
Training for administrators and agents is very important to ensure they experience the benefits of integrated Text-to-9-1-1. Motorola Solutions offers
a complete training program including training for Administrators, for Agents and Configuration and Maintenance for on-site training for Service
Provider technicians.
Another important part of your plan is how you will launch and announce the new Text-to-9-1-1 service to your community. It is vital the community
understands the circumstances under which using text messaging is in their best interest, i.e., for hearing-impaired citizens or when it is not possible
to make a voice call.
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VESTA® 9-1-1 & VESTA® SMS
RESOURCES
Anita Pitt, 9-1-1 Program Manager, Brazos Valley Council of Governments, TX gives her advice on
implementing Tex t-to-9-1-1.
Watch the video
Bob Finney, Technical Bureau Manager, Collier County Sheriff’s Office, FL discusses the benefits
of integrated Text-to-9-1-1 over web-based.
Watch the video
QUESTIONS?
For more information, contact your Motorola Solutions
Regional Account Manager or visit us on the web at:
www.motorolasolutions.com/vesta
Motorola Solutions, Inc. 500 West Monroe Street, Chicago, Il 60661 U.S.A. motorolasolutions.com
MOTOROLA, MOTO, MOTOROLA SOLUTIONS and the Stylized M Logo are trademarks or registered trademarks of Motorola Trademark Holdings, LLC and
are used under license. All other trademarks are the property of their respective owners. © 2018 Motorola Solutions, Inc. All rights reserved. 06-2018
Vesta Solutions, Inc. is a wholly owned subsidiary of Motorola Solutions, Inc. VESTA® is a registered trademark of Vesta Solutions, Inc.
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