Chrysler UConnect & 9-1-1: Additional Information & FAQ
Friday, October 11, 2013
Posted by: Chris Nussman
As a follow
up to NENA’s recent bulletin regarding the Chrysler Uconnect product, the
following information is being provided in response to questions from numerous NENA
members and public safety partners. These
bulletins do not represent an NENA endorsement of the Chrysler product. NENA’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.
This 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.
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.
the most frequently asked public safety questions are included below to clarify
and provide additional information to the public safety community.
Question: If a call from a vehicle is routed
via the cellular network, will it be delivered with WPH1/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?
Answer: 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.
Question: Does Chrysler offer any training or
training materials to the PSAP’s on this service?
Answer: At present, Chrysler does
not have any training materials for public safety. NENA has been encouraging
Chrysler to develop training materials and information for both public safety
and their customers.
Question: 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
Answer: 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.
Question: If a recorded message is used to relay
lat/long information, how does that compare to the lat/long on the ALI screen?
Answer: 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.
Question: When calls are delivered as, or rebid
to WPH2 what does the lat/long represent?
Answer: If the rebid is accomplished
via the PSAP equipment, it should represent the same data as would any other
cellular call which would be wireless phase II (WPH2) data. As stated in
response to question No. 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.
Question: 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?
Answer: 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.
Question: How long do the real-time
computer-generated voice messages last?
Answer: 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 <Brand> vehicle. At any time Press ‘1’ for location information.
Press 0 to speak with the vehicle occupants.” The 9-1-1 Telecommunicator can
choose to press ‘0’ to interrupt the real-time computer-generated message to
speak to the vehicle occupants at any time. However, if the 9-1-1
Telecommunicator continues to listen to the message, including the GPS
coordinates, it will last approximately an additional 18 seconds and says,
""Emergency call from a <Brand> vehicle. Latitude <latitude with 5
decimal point accuracy>, Longitude <longitude with 5 decimal point
accuracy>. At any time press ‘1’ for location information. Press ‘0’ to
speak with the vehicle occupants.”
Question: Will vehicle location information be
played for a PSAP Telecommunicator if they do not request it?
Answer: 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”.
Question: 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
requires a button to be depressed for more than just a rapid "touch”?
Answer: 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
Question: 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?
Answer: 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 an 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.
Question: With regard to a customer "registering” for this service (versus the paid subscription), what happens if the owner never registers for the `trial’. Would the call be treated as NSI and would no 9-1-1 fees be paid under that condition?
Answer: Chrysler Group vehicles equipped with Uconnect are provisioned with an active MDN (Mobile Directory Number) during the vehicle production process. Regardless of whether an owner registers for Uconnect Access, the MDN remains active for at least the duration of the 6 or 12 month trial period (trial length depends upon how the vehicle is equipped). Chrysler Group and Sprint continue to evaluate when it will be appropriate to deprovision the MDN from the vehicle, in which case a 9-1-1 call placed from the vehicle will likely appear to a PSAP as a 9-1-1 call placed from a wireless NSI device.
While a vehicle is provisioned with an active MDN, related fees will be processed and paid in the typical manner.
Question: Since, unlike telematics, these calls
route directly to 9-1-1, are surcharge fees paid and if not why?
Answer: 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 Non-Service Initialized (NSI) phone.
Question: 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?
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.
Question: 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?
Answer: 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
Question: 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?
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
wireless Phase II is not implemented, the GPS coordinates can provide the PSAP
with location information.
Question: I thought doing a pre-recorded
message to 9-1-1 was illegal?
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.
Question: 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?
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
Question: Why does the dispatcher have to hit
an option to get the coordinates of the car? Shouldn’t that be delivered as ALI
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.
Question: 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?
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.
Question: Are the Option 1 coordinates passed
through the 9-1-1 system and arrive at the PSAP within the ALI record?
No. The ALI record
contains the WPH1/WPH2 data as would any other wireless call.
Question: Are the Option 1 coordinates given to
the call taker verbally through a computer generated voice?
Answer: 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.
Question: Which Chrysler vehicles have Uconnect and where will it work?
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
you have any additional questions, please contact Chrysler at Uconnect911@chrysler.com.