Important Information for PSAPs in 2021

PSAP Planning for COVID-19 VISIT HERE

COVID-19 Information VISIT HERE

Guidelines for Instructors conducting BTC and EMD classes during COVID-19 restrictions VISIT HERE


Call Overflows

Planning your call overflow pattern

From the beginning the New Jersey Statewide 9-1-1 Network has allowed PSAPs to determine where their 9-1-1 calls will go if they are too busy to answer or if they are unexpectedly unable to receive calls.

 

Your overflow plan should take into consideration a PSAP that can briefly receive your calls as well as being able to take them for an extended period. And consider how they can get the call information to you when they answer these overflows. Consider times when you may have to update software or equipment that will have to off line for days. Can you send your people to your overflow PSAP to take your call?

 

Many PSAP managers may not know what their overflow plan is. Most were created years ago when the network was switched from the original Rockwell to the current Nortel. Take the time to look over your current plan. If you do not have it contact your Verizon 9-1-1 Service Manager.  03:15 AM Sunday is not a good time to try and make changes because you have to evacuate the building. Or call us at OETS if you need help planning.


Ten-digit dialing

Although many of us currently have to dial ten-digit numbers to make local calls, not all of the areas have to yet.  That will be changing in 2021.  Effective October 24, 2021 ten-digit dialing for local calls will be mandatory.

 

Why? On July 16, 2020 the FCC adopted an order (FCC 20-100) approving 988 as the three-digit abbreviated dialing code to reach the National Suicide Prevention Lifeline starting July 16, 2022.  For 988 to work in the 856 and 908 area codes ten-digit local dialing must first be implemented.

 

Before the 988 dialing code is initiated in July of 2022 you will still be able to contact the National Suicide Prevention Lifeline by dialing 1-800-273-8255.  After that date you will be able to use either number.

 

PSAPs and PSDPs should make sure that they changed any programmed 7-digit phone numbers to 10-digit phone numbers in the 9-1-1 answering point equipment as well as any speed dials saved in your administrative phones and fax machines before the October deadline.


Carrier Blocking of Suspected Robocalls 

 

On July 17, 2020 the FCC released a notice (FCC 20-95) See In the Matter of Advanced Methods to Target and Eliminate Unlawful Robocalls.  These rules require voice service providers to reduce robocalls. At least one carrier (Charter Communications, including Bright House Networks, Charter Fiberlink, and Time Warner Cable) is notifying PSAPs that they will begin blocking calls having invalid telephone numbers, non-dialable numbers, or no calling numbers at all (e.g. ANI showing “unknown’ or “private” to the called party).  The FCC recognized that some PSAPs and PSDPs are using invalid telephone numbers in the calling number field of certain telephone calls which could be blocked.  

 

If your PSAP/PSDP equipment dials back to abandoned calls you might need to make a 9-1-1 abandoned test call to your PSAP and have your PSAP call back like the normally do. 

 

If the calling party number you see on your phone is not a valid number you will need to work with your vendor to make changes so that your calls are not blocked.

 

If your PSAP/PSDP uses Caller ID Blocking without sending calling number information you will need to change that practice.


Mass Outbound Notifications

 

If you use a mass notification system (ex: Reverse 9-1-1) you will need to contact your vendor to see if they have a solution as the same rules mentioned above also block high volume simultaneous outbound calling campaigns.  You should also contact your agency’s phone service provider to let them know.


 

Use of the NENA PSAP Registry

 

It has been brought to our attention that PSAPs in New Jersey have been referencing the NENA PSAP Registry (on-line) and using the phone numbers provided to transfer 9-1-1 calls to other PSAPs in the state.

 

The current NENA PSAP Directory contains information that was not provided by our office. Many New Jersey PSAP jurisdictions and contact numbers are not correct. None of the network transfer numbers appear in the directory as they can be dialed from anywhere and will not provide ANI/ALI information. Our office has been in contact with NENA and is working to correct the information.

 

PSAPs in New Jersey should only use the NENA PSAP Registry when they have to transfer a 9-1-1 call to an agency outside of the state. The only exception currently is when transferring to New York City as they are on the New Jersey 9-1-1 network.