scope:

This document provides information regarding the use of auto dialers, as applicable to the ATIS Next Generation Interconnection Interoperability Forum (NGIIF).

[Info from ATIS-0300113] Additionally, this document identifies best practices for Emergency Notification System (ENS) Users and ENS Vendors for time sensitive and/or emergency notifications sent through ENS systems. It addresses general basic and system information related to the use, hardware, practices, devices, and other items such as:

• ENS equipment locations, features, expansion, interoperability, configuration, and security
• Disaster recovery and business continuity procedures
• Data information, which includes data protection, integration, obtaining contact information, data collection
• Administrative and other topics from user's perspective.

Purpose

The purpose of this document is to provide a basic understanding of auto dialers such that service providers, vendors, and users of ENS equipment to understand the use of the communications network for message delivery prior to an event, so that message delivery can be optimized during times of emergency with understanding of potential impacts of network congestion.

[Info from ATIS-0300113] The guideline also provides service providers, vendors, and users of ENS equipment with best practices to optimize the delivery of time-sensitive notifications. The number of auto-dialed calls continues to rise as new technologies enable users to auto-dial thousands of phone calls every minute.

Unusual circumstances, such as an emergency event or incident, might cause a significant spike in the number of people attempting to place a phone call than is within normal bounds in addition to emergency notifications being sent via auto dialers. This document addresses educational information and best practices to consider when experiencing such an event.

Mass notification providers that lack experience working with ICT service providers to balance and throttle calls based upon what the area is likely to be able to handle may unknowingly decrease the capacity available to them and to others when they blast a large number of calls at once. This may delay recipients receiving messages and may inhibit their delivery entirely. Too few mass notification providers understand the need to proactively work with ICT service providers.

An ENS provider needs to clearly understand and have proven experience and technical expertise delivering a large number of time-sensitive calls within a concentrated area. ENS providers need to understand the importance of delivering time-sensitive notifications, routing calls and navigating network congestion, and best practices relative to usage.