Owners of several Dodge vehicle models have been pressing a tiny button on their rearview mirrors, generating 911 calls directly to public safety answering points (PSAP) and leading to dispatcher confusion when they hear a recorded voice announce an emergency. An alert just issued by the Association of Public Safety Communications Officials (APCO) says the Uconnect 911 calls have been mistaken for robo-calls by some comm centers instead of potential emergency incidents. Other telematics systems, notably OnStar, don’t directly route calls to 911. Instead, the vehicle dials 10-digit number for a company-operated call center as part of a monthly, fee-based service. A staff of specially-trained operators screen, evaluate and forward only true emergencies to the correct PSAP. The Uconnect 911 calls are just one telematics feature of Dodge’s in-dash entertainment and information system that has been in free “trial” mode for over a year, but which will soon be sold for a monthly fee. According to APCO, when a dispatcher answers a 911 from a Uconnect vehicle, a “text to speech” message states, “This is an emergency call from —”, followed by the make of Dodge vehicle. The message then asks the dispatcher to press ether zero to talk with the vehicle occupants or “1” to hear the spoken latitude and longitude of the vehicle. The message repeats, and automatically connects the vehicle occupants if the PSAP dispatcher does not press any buttons. “Please be sure to inform and train your telecommunicators as to the unique aspects of a Uconnect call,” the alert states. The association did not include any statement on whether they approved of the call delivery method. Read the entire alert after the break and an update from APCO issued Oct. 11, 2013.
Here is the text of APCO’s alert on Uconnect 911 calls:
PSAPs Need to Distinguish Uconnect from Robo-Calls
The PSAP operator that answers the call from the vehicle will receive an incoming text-to-speech message that announces: “This is an emergency call from a <Ram/SRT/Jeep/Dodge> vehicle.”The operator will then be prompted to either push:0 – To talk with vehicle occupants
or
1 – To secure the location coordinates – latitude and longitude – of the vehicle.The PSAP operator will also receive the vehicle phone number in the event a call-back is needed.
If the operator cannot utilize the keypad or does not push either number, the announcement will repeat once and then will automatically connect for voice with the vehicle occupants.
If a vehicle occupant accidentally pushes the 9-1-1 button, the occupant can voluntarily cancel the 9-1-1 call within 10 seconds by touching a “Cancel Button” on the system’s 8.4-inch touchscreen.
It is important for PSAPs to understand the service and features behind this new offering. The product was recently taken “live” and some PSAPs have reported receiving these calls and thinking they were “robo-calls.” Please be sure to inform and train your telecommunicators as to the unique aspects of a Uconnect call. As with other telematics offerings, this service can provide benefits to both the PSAPs and the public once understood and properly used.
On Oct. 11, 2013 APCO issued an update to its original advisory, saying the first information had generated, “questions from numerous APCO members and public safety partners.” APCO emphasized in bold type, “These bulletins do not represent an APCO endorsement of the Chrysler product. APCO’s only intent in distributing this information is in ensuring that our membership, and public safety in general, have as much information as possible regarding a new service which will impact PSAP operations and personnel.”
Here’s the entire update:
As a follow up to APCO’s recent bulletin regarding the Chrysler Uconnect product, the following information is being provided in response to questions from numerous APCO members and public safety partners. These bulletins do not represent an APCO endorsement of the Chrysler product. APCO’s only intent in distributing this information is in ensuring that our membership, and public safety in general, have as much information as possible regarding a new service which will impact PSAP operations and personnel.
Uconnect is a human-initiated 9-1-1 call, and uses a cellular number assigned to the vehicle. It will provide the normal wireless ALI data, including Phase II location (if implemented for the PSAP), if the telecommunicator or the PSAP equipment rebids for the caller location. The ALI data will not have any special content that identifies the call as a Uconnect call. It is important to note that this is not a telematics service.
The Uconnect supported, human-initiated 9-1-1 call acts as a normal wireless E9-1-1 call, but with certain additional vehicle based characteristics and options.
Answers to the most frequently asked public safety questions are included below to clarify and provide additional information to the public safety community.
Q1. If a call from a vehicle is routed via the cellular network, will it be delivered with wireless phase I (WPH1)/wireless phase II (WPH2) class of service? Are there any differences that should be noted as compared to how traditional wireless 9-1-1 calls display on a PSAP ALI screen?
A1. The call is routed via a traditional cellular network and should be delivered to the PSAP as a wireless call. It should display on the ANI/ALI screen as would any other wireless call and should include a WPH1/WPH2 class of service.
Q2. Does Chrysler offer any training or training materials to the PSAPs on this service?
A2. At present, Chrysler does not have any training materials for public safety. APCO has been encouraging Chrysler to develop training materials and information for both public safety and their customers.
Q3. Calls delivered as WPH1 typically include a lat/long that represents the coordinates of the cell tower or cell sector centroid. What does the lat/long displayed on the WPH1 ALI screen represent?
A3. The same information as any other cellular call. The lat/long displayed will represent WPH1 data. It should be noted that, as with other wireless calls, in order for the PSAP to receive Phase II data, it is necessary to utilize the rebid function.
Q4. If a recorded message is used to relay lat/long information, how does that compare to the lat/long on the ALI screen?
A4. The audible computer-generated lat/long information is provided by the vehicle’s GPS module and supplements the Phase I & II wireless data provided by the wireless carrier and displayed on the ANI/ALI screen.
Q5. When calls are delivered as or rebid to WPH2 what does the lat/long represent?
A5. If the rebid is accomplished via the PSAP equipment, it should represent the same data as would any other cellular call which would be WPH2 data. As stated in response to question 4 above, the audible, computer-generated lat/long information is provided by the vehicle’s GPS module and is meant to supplement the Phase I & II wireless data provided by the wireless carrier.
Q6. How does a cancellation process work for an emergency call generated from a vehicle? For example, is the occupant made aware at the time of a button press that a 9-1-1 call is going to be made? How is the user able to cancel without creating a potential abandoned/hang-up call at the PSAP?
A6. Once the Uconnect 9-1-1 button is actuated, a 10-second timer begins to count down before a 9-1-1 call is initiated. This allows occupants to prevent a 9-1-1 call from being initiated if the button was inadvertently pushed. That is, a vehicle occupant can “cancel” a Uconnect 9-1-1 call within the first 10 seconds of pushing the 9-1-1 button. If cancelled within this 10-second timeframe, no call has been initiated to 9-1-1, therefore there should be no abandoned call or 9-1-1 hang up received at the PSAP. After the 10-second timer has expired, the call cannot be canceled nor can the vehicle occupant disconnect the 9-1-1 call. The occupant is aware that a 9-1-1 call is going to be initiated because there is a visual indication and “cancel” button on the vehicle’s Uconnect screen, along with an audible indication over the vehicle speakers.
Q7. How long do the real-time computer-generated voice messages last?
A7. The initial message, which informs the 9-1-1 telecommunicator that there is an emergency call from a Chrysler Group vehicle, takes approximately 7 seconds and says, “Emergency call from a
Q8. Will vehicle location information be played for a PSAP telecommunicator if they do not request it?
A8. The GPS coordinates play automatically one time if the PSAP telecommunicator does not press “0” to interrupt them. The telecommunicator may interrupt the computer-generated voice GPS coordinates by selecting “0”. The telecommunicator may initiate a new request for the GPS coordinates by selecting “1”.
Q9. What preventative measures are taken to avoid false calls when vehicle systems generate a call to 9-1-1? Could the 9-1-1 button easily be depressed in error? Are there timers in effect that require a button to be depressed for more than just a rapid “touch”?
A9. Chrysler has advised that the preventative measure in place is the 10-second delay feature. There is no timer requiring the button to be depressed for any amount of time, therefore a single “rapid touch” will initiate the 10-second timer before placing a 9-1-1 call.
Q10. How is a valid user identified by the vehicle system? Does the ability to use the 9-1-1 button extend for the life of the vehicle? Do embedded phones need to adhere to current FCC NSI rules?
A10. The embedded phone in the vehicle is a provisioned device on the wireless carriers’ network. At the time of sale, the vehicle’s new owner has the opportunity to “register” for the service. This will provide the new owner with free trial of voice and data services for either 6 or 12 months. For the duration of the trial, all of the 9-1-1 functions will be included. After the trial ends, the customer may then “subscribe” to a paid service. If they opt to do so, the additional 9-1-1 services continue for the duration of their subscription. If the customer decides not to subscribe, they remain a registered user and while other voice and data services cease, the 9-1-1 service will continue. The 9-1-1 button services, including the voice and location components, will continue to function as long as the customer remains registered. After 5 years, if the customer is not a paying subscriber, the data services may be de-provisioned and the embedded phone will then become a Non-Service Initialized (NSI) phone. The same rules that apply to other NSI phones will still apply to these phones and Chrysler has advised that the embedded phone is compliant with FCC rules. Keep in mind that NSI phones do not enable the PSAP to call the phone back, and may not include location data.
Q11. Since, unlike telematics, these calls route directly to 9-1-1, are surcharge fees paid and if not, why?
A11. Chrysler has advised that the 9-1-1 fee is initially based on the location where the vehicle is purchased. The fee is remitted for 6 or 12 months, depending on the length of the free trial. The fee is paid monthly by Sprint along with their other fees to the appropriate jurisdiction. After that, when the customer “subscribes” to the paid service, the 9-1-1 fee is based on the customer’s address and will again be paid by Sprint. If the customer does not subscribe, but they have registered as a user, there is no 9-1-1 fee being paid. They will still have access to the 9-1-1 service and the system will still deliver the initial real-time computer-generated voice message. This access will continue until the data services are de-provisioned, at which time the embedded phone system will function as a NSI phone.
Q12. The notification comes in by text-to-speech, so does it hit our TTY with that? Or do we need some special equipment to receive it?
A12. This is not “text-to-speech” and does not utilize TTY. Chrysler has clarified that this 9-1-1 call uses a computer-generated real-time audible message, but is routed to the PSAP as a typical wireless call. No special equipment is required at the PSAP. The computer-generated voice message will play on initial answer, and the cellular call data will be displayed on the ANI/ALI screen.
Q13. Can we do a call trace on the vehicle, shut the vehicle down, or place a call to the vehicle in the case of an accidental call or if I need to contact the driver back?
A13. Call trace is available as with any other cellular phone and there is the ability to “locate” the vehicle based on the GPS data. However, this is NOT a telematics service. Therefore, advanced telematics features like crash notification, vehicle telemetry/data, and remote lock/unlock or shut down are not available. If a call is initiated through the vehicle, the PSAP is able to call the number back for 24 hours after the call was placed to 9-1-1.
Q14. If the dispatcher pushes “0” to talk to the occupant of the car and gets no response from the occupant, can “1” then be pushed to get the address or is it one or the other?
A14. Both options (“1” or “0”) remain available to the telecommunicator regardless of which option they select first. If the telecommunicator selects “1”, they can then select “0” for voice and vice-versa. HOWEVER, if they select “0” for voice, then need to select “1” to obtain audible location information, there will be a temporary interrupt in the voice link while the GPS information is read back. This means that the telecommunicator will not be able to hear the occupant of the vehicle and the occupant will not be able to hear the telecommunicator until the location is read out, then the voice link is restored. Utilizing Option “1” for coordinates is not required as part of the 9-1-1 call, but provides GPS coordinates of the vehicle to the telecommunicator if necessary. In areas where WPH2 is not implemented, the GPS coordinates can provide the PSAP with location information.
Q15. I thought doing a pre-recorded message to 9-1-1 was illegal?
A15. This is not an automatic pre-recorded message. The call is human-initiated via the 9-1-1 button in the vehicle. The audible message received by the PSAP upon initially answering the call is a computer generated, real-time voice message that identifies the call as coming from a Uconnect equipped vehicle.
Q16. If the owner syncs up their mobile phone (Bluetooth) would that be the number that is used to call 9-1-1 or would it still be the embedded car phone?
A16. If the owner syncs their mobile phone to the Bluetooth system, then uses their mobile phone to make a 9-1-1 call, the data presented to the PSAP will be for the mobile phone. If the owner syncs their mobile phone, but then uses the 9-1-1 button on the rear view mirror, the call will be generated as a Uconnect 9-1-1 wireless call. As described above, a Uconnect call will be processed as a wireless 9-1-1 call, through E9-1-1 and to the PSAP. In this case, the Bluetooth connection will be ignored.
Q17. Why does the dispatcher have to hit an option to get the coordinates of the car? Shouldn’t that be delivered as ALI data?
A17. They do not have to select an option to get ANI/ALI data; it will be presented with the call. The selectable options apply to a voice connection, or an audible report of the vehicles GPS data.
Q18. Any idea what the embedded cell phone numbers look like? Is there going be something about them that we would recognize as being unique to Uconnect?
A18. The call will present like a normal wireless call. There will be nothing to distinguish this call from any other cellular call in the ANI/ALI screen. The audible message at the beginning of the call, received on initial answer, will be the only way to distinguish the call as Chrysler Uconnect based.
Q19. Are the Option 1 coordinates passed through the 9-1-1 system and arrive at the PSAP within the ALI record?
A19. No. The ALI record contains the WPH1/WPH2 data as would any other wireless call.
Q20. Are the Option 1 coordinates given to the call taker verbally through a computer generated voice?
A20. Yes. The Option 1 coordinates represent the GPS location information from the vehicle and are verbally transmitted, via computer-generated voice, as digital X-Y coordinates.
Q21. Which Chrysler vehicles have Uconnect and where will it work?
A21. Uconnect is available on properly equipped Chrysler Group vehicles purchased within the continental United States and Alaska. (See list below). The system is designed to work wherever wireless 9-1-1 service is available within the Continental United States and Alaska. Hawaii will be added to the footprint at some point in the future.
2013-2014 Ram 1500, 2500, 3500 Trucks
2013-2014 SRT Viper
2014 SRT Grand Cherokee
2014 Jeep Grand Cherokee and 2014 Cherokee
2014 Dodge Durango
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