Next Generation Emergency
Communication
Emergency Services’ Digital
Transformation for an advanced multichannel citizen engagement

compliant with digital age. The new text, to be introduced

Emergency Services is to focus on interaction and engagement

communication behaviors and citizens’ expectations.

A key element for Digital Transformation in Public Safety andprocesses with callers in need of support and help. Currently

the industry is experiencing three compelling transformations
that will generate momentum towards innovation.

1. Citizens are changing their preferred channels for everyday
communication switching over the last decade fromphone calls to text and visual-centric ways to interact witheach other and exchange information. On the other side,
communication with emergency response services stays

focused on spoken language, probably the most direct wayof human interaction.

2. The European Union is about to update the Universal
Service Directive, leading the regulatory baseline for

112 emergency calls towards a legal framework more

Fact Sheetas the European Electronic Communication Code (EECC),

is expected to regulate the industry from 2020 and beyond.
The EECC also aims to extend emergency communication
capabilities and reach, accordingly to changed
The new 112 will fully embrace location-aware

communication, first introduced in 112 with eCall,providing automated calls from cars involved in accidents.
A second step is AML (Advanced Mobile Location) which

has been already introduced in some European countries

and will help locating callers using modern smartphones.
EECC will add Public Warning as an element of Reverse

112, as well as providing full accessibility, especially fordeaf people, as well as citizens with speech disabilities.
The accessibility project is summarized under theconcept of Total Conversation, moving beyond voicecommunication by adding visual communication with
Video and Real-Time-Text (RTT).

avaya.com

avaya.com

2AvayaBreezeTM
Client SDK

CallTaking

PSTN

SMS

SIP SPInternet

A full feature cloud-based
contact center as a service
solution:▪ True multi-tenant customer
experience▪ Uses standard Avaya software▪ Flexible deployment options▪ Scalable for seasonal ebbs
and spikes▪ Usage-based pricing

PSAP
Applications

Avaya BreezeTM

CTI

Voice

CAD

Video
RTT

Avaya AuraTM

GIS

CrisisManagement...

Web services

IoT

SocialMedia

Context & Data
• Loc: eCall, AML• Sensors, triggers• ...

RadioCommunication

Avaya Session Border Controller

3. From an overall European perspective, transnational collaboration support
will be another area to focus on, as well as enhanced access to emergency
services from private networks.This element is a solution to address andsupport the transition from ISDN communication to Voice over IP with SIP
with most major European Service Providers, and is considered the thirdcompelling transformation for driving innovation, preparing the ground forthe introduction of Next Generation 112 (NG112) being the ultimate goal forthe industry.

New framework for Next GenerationEmergency Services

Using localization data, AML is well suited to support emergency calls, but is

not the only option. Leveraging HTML5 location-aware web applications as anadded service to regular 112 voice calls as well as using Apps, these mechanisms
will also have the potential to enhance nonemergency communication in non112 situations where proper knowledge of the caller‘s location is crucial.

Total Conversation is addressing needs of a specific group of citizens and it
is also expected to increase the use of Multi-Channel access in emergency
services, including Social Media, aiming to add relevant context details tocommunication, enabling call takers and dispatchers to make fast and effective
decisions, to increase emergency response’s speed and quality.

Considering specific applications in transnational collaboration, multi-agency
and cross-border response, the access to cloud-based communication andcollaboration will increase incident management consistency and efficiency

across multiple independent agencies and response organisations, embracing
a careful and controlled data exchange fully compliant with EU General Data
Protection Regulation (GDPR).

© 2020 Avaya Inc. All Rights Reserved.

avaya.com

3

These upcoming changes and their influences on many levels, will increase
the effectiveness of multiple media, both for user-generated as well as forautomated communication, and is becoming a key requirement together withmost critical applications in Command and Control, Computer Aided Dispatch(CAD) and Geographic Information Systems (GIS).

Avaya’s solutions focus on supporting any kind of voice, video, text or social

Avaya OneCloud
solutionsfor Unified
Communications
as a Service(UCaaS) andContact Centeras a Service(CCaaS), provides
enterpriseorganizations
with a fast,convenientand automatedpath to thebenefits of cloudcommunications.

realtime or near-realtime communication, with its highly resilient and reliable
Avaya AuraTM framework. The situational context provided by all media,

offering data about location and circumstances of the communication, ismanaged by the PSAP application integration layer with Avaya BreezeTM. This
open and extensible software framework leverages RESTful web services andJava to automate and orchestrate workflows on the communication layer aswell as between communication and application layer.

Smarter Cities become Safer Cities

All over the globe Smart City initiatives and projects are emerging. A city beingconsidered “Smart” will foster the use of information and communication

technologies to drive economic competitiveness, environmental sustainability,and general liveability. One key aspect in this universe will be Smart

Government, combined with Smart Living, where Citizen Safety and Emergency
Services will become connected in a multitude of new ways. Examples show

the use of video surveillance, enhanced by artificial intelligence, to strengthen
security, or the use of sensors and sensor networks detecting pollution,technical outages, or even qualify emergency situations directly. As a result,events or alarms will be generated and communicated through Emergency
Enterprise Service Bus structures, interconnecting emergency responseorganisations, civil protection and other stakeholders to allow a joint andcoordinated management and response to specific situations.

New requirements for workflows and front-ends

Considering that new media and new types of interactions are coming, PSAP

operational staff, call takers and dispatchers will see the need to change theiroperations or amend existing procedures accordingly, to manage an eCall orto respond to an Internet of Things—originated or automated communication.
Therefor it will be increasingly important to optimize the user interface andenable the selection of the most appropriate device (PC, IP hardphone,softphone, smartphone, tablet or Avaya VantageTM new generation devices).

In addition to workflow management and orchestration, Avaya BreezeTM Client
SDK enables the creation of purpose-built user frontends on the device ofchoice, handling realtime communications, as well as seamlessly integratingthese functions and capabilities into open third-party command & control
PSAP applications. These clients can be both Apps based on Apple iOS or© 2020 Avaya Inc. All Rights Reserved.

Avaya’s solutions
focus on supporting
any kind of voice,video, text orsocial realtime
or near-realtime
communication.

Google Android smart devices, or fully Browser-based clients, leveraging

WebRTC on both sides, caller and call taker. Optimal client choice and design

to match operational requirements aims for the best possible user experience

without distracting PSAP staff from its core business of managing incidents andemergency situations.

With Avaya AuraTM, Avaya BreezeTM, and Avaya Breeze Client SDKTM,

Emergency Response Organisations are empowered to introduce Next

Generation Emergency Communication into their operation environment,

and at the same time to get prepared and ready to move to standards—based
Next Generation 112 once this service will be fully supported by international
standards and major Service Providers to allow an end-to-end digitallytransformed emergency services chain.

Drones in Emergency Situations(The use of Unmanned Aerial Vehicles (UAV) – or more popular speaking“drones” – as an application inside the Internet of Things (IoT) has become very
popular over the past few years. The potential benefits for scenarios in publicsafety, search and rescue as well as emergency services is undeniable. But

also outside of public safety and surveillance in more industrial fields there are
tangible use cases for drones like remote inspection and maintenance.

Looking at drones, we see them as a geographically very agile communication
endpoint in an secured enterprise communication and collaboration

environment that add capabilities for interaction and allow a more intensified
approach to dynamic team engagement:© 2020 Avaya Inc. All Rights Reserved.

avaya.com

5▪ Delivering real time video footageDrones are equipped with sophisticated optical and thermal cameras. In

typical scenarios where drones are dispatched, their video feed ends at theremote control of the video and flight operator at the incident scene. In casethe video has to be received and viewed at remote destinations, limitations

are usually bound to the delivery time (offline data transport, file upload), lackof immediate interaction between remote staff and drone operators (“Can youOutsideof public
safety andsurveillance inmore industrial
fields there aretangible use
cases for drones
like remote
inspection andmaintenance.

fly a bit more north, please?”), as well as security aspects (near-real time feed
to public internet streaming services).

With Avaya AuraTM and Avaya Equinox ConferencingTM solutions, theserestrictions can be overcome by adding a drone as a participant to asecured video conferencing and collaboration environment, allowing thepresentation of the drone’s video feed to any participant anywhere, as well as

a communication between remote spectators and drone operators to support
more active and direct influence on the drone’s mission execution.

▪ Supporting interaction

One element of interaction is the communication between onsite drone
operating staff and remote participants inside a conferencing andcollaboration environment, where the drone itself simply delivers a video feed
into the video conference.

A completely different approach is to change the drone’s role to become more

active and support bi-directional communication with voice and video. Hooking

a drone to a 4G/5G mobile network, deploying communication software createdspecifically for the drone, and leveraging manufacturer’s onboard or payload
API’s will allow the creation of new communication scenarios.

Imagine a drone flying to citizens in distress, dropping a Bluetoothconnected

defibrillator with a hands-free communication capability, resolving the critical
medical situation, being guided by a paramedic using the drone as a voicecommunication hub and seeing the drone’s video captured in that moment.

▪ Flying autonomously

Connecting a drone to a 4G/5G mobile network is the first step to support

autonomous flight. Imagine the above mentioned communication scenario
being embedded into an end-to-end emergency response process,starting with an emergency call being geo-located and delivering thetarget destination and waypoints for the drone’s mission, and then being

continuously monitored and guided by a centralized drone control centre.

Avaya allows to create innovative drone services or to enhance existing drone
management platforms, leveraging the open interfaces and APIs of the Avaya

AuraTM platform, Avaya BreezeTM and Avaya Equinox ConferencingTM for realtime collaboration an advanced team engagement.

© 2020 Avaya Inc. All Rights Reserved.

Principal executive offices:

4655 Great America Parkway,Santa Clara, CA 95054
Telephone number:(908) 953-6000
Website:www.avaya.com
Ticker symbol:
NYSE:AVYA

Cloud at Avaya

We take a flexible cloud approach and believe all organizations, including large

enterprises as well as public organisations, will have a mix of how they leverage
different deployment options to run and operate their applications.We support
all the different cloud models and mixes to enable organizations to selecttheir best fit.

Avaya OneCloud solutions for Unified Communications as a Service (UCaaS)
and Contact Center as a Service (CCaaS), provides enterprise organizations
with a fast, convenient and automated path to the benefits of cloudcommunications. And Avaya OneCloud ReadyNow private cloud offerings

feature preconfigured, per-seat consumption and standard bundles of both
UCaaS and CCaaS solutions, reducing risk, cost and complexity from thetransition to a cloud platform from on-premise solutions.

With over 3.5 million cloud seats and growing, Avaya brings experience with thefull spectrum of business communications in the cloud, leveraging its leading

Software as a Service (SaaS) capabilities. Avaya OneCloud private solutions arecustomizable, with experts to help design, customize and manage applications
that meet unique and often complex digital transformation needs.

Many enterprise CIO are interested in the benefits of a public cloud offering,such as an opex-based consumption model, flexibility and speed of deployment.
Control and security concerns, along with more limited manageability andcustomization options from upstart cloud CCaaS and UCaaS vendors, however,
have slowed adoption for the larger implementations. Avaya is taking a flexible

hybrid approach to the cloud with these Avaya OneCloud solutions to meet theneeds of small businesses up to the largest global implementations.

© 2020 Avaya Inc. All Rights Reserved.

avaya.com

Emergency Services
as drivers for a
new universe ofcommunicationand interaction
with citizens
in emergency
situations.

7

Communications Solutions

Our communications solutions include contact center and unified

communications solutions and real-time collaboration software and hardware
products, all of which target small, medium, very large enterprise businesses
as well as public organizations and can be delivered through a hybrid cloudenvironment. Our omnichannel contact center applications offer highly reliable,scalable communications-centric solutions including voice, email, chat, social

media, video, performance management and ease of third party integration that
can improve customer/citizen service and help companies/organizations to be
more effective.

Our unified communications solutions help companies and organizations

increase employee productivity, improve customer/citizen service and reduce
costs by integrating multiple forms of communications, including telephony,e-mail, instant messaging and video. Avaya embeds communications directly

into the applications, browsers and devices employees use every day to createa single, powerful gateway for voice, video, messaging, conferencing andcollaboration. We free people from their desktop and give them a more naturaland efficient way to connect, communicate and share—when, where andhow they want.

Avaya also has an open, extensible development platform, which allows

customers and third parties to adapt our technology by creating custom

applications and automated workflows for their unique needs and allows

them to integrate Avaya’s capabilities into their existing infrastructure andbusiness applications.

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya

Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that delivergame-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power

personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired
outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more atwww.avaya.com.

© 2020 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the UnitedStates and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks,and service marks, respectively, of Avaya Inc.
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