InfinityOne Release 2 - Emergency Dialing with InfinityOne Phones

InfinityOne clients (mobile phones, tablets, laptops or PCs) will not necessarily be co-located with any of the building facilities associated with the UCx PSTN trunks (physical or SIP), requiring special consideration when configuring for E911 Notification (or other emergency numbers).
 

All UCx users that have the ability to place calls remotely via the InfinityOne client interfaces should be advised to always attempt to place emergency calls from a device that is connected directly to the PSTN, as this assures a higher level of interaction with emergency responders' location services capabilities.  However, there are capabilities on the UCx that can be deployed to minimize the impact when the user does call an emergency number from the InfinityOne client.

Background

When a UCx (or any PBX system or even single line phone) is installed, one or more of the telephone numbers associated with that location are provided to the organization responsible for Emergency Services response, so that they can associate those numbers with a physical location and route the response unit correctly. Any user interface that allows the user to make emergency calls when not physically located at that same site faces challenges in associating that user with their actual location.  Even cell phones currently rely on triangulation of cell phone signals to attempt to provide location service, although there are some enhanced capabilities that will leverage GPS capabilities of cell phones to provide exact location to the responders.

UCx Emergency Capabilities

E-MetroTel has developed a number of capabilities that can be used to assist in providing greater accuracy and support for emergency calls made from any of the physical locations that it serves for a customer.  These can also be used to assist in the location of remote users making emergency calls from InfinityOne devices. 

Emergency CID (Per Extension Setting)

Every extension configured on the UCx software (other than Virtual Extensions) is able to be assigned an Emergency CID (Caller ID). This Emergency CID is used when dialing an Outbound Route that is flagged as Route Type of Emergency Route in the Outbound Routes section of the UCx PBX settings tab.  Typically this is used to provide some sectional location within buildings or campuses to ensure that emergency services are sent to the closest area associated with the dialer.

E911 Notification (System Wide Setting)

The UCx E911 Notification application in the PBX Configuration menu can be used to detect when any user on the system dials a number that has been configured in the application as an Emergency Number in the application. The application notifies one or more contacts (internal or external) by phone or by email when a designated emergency number is dialed. The notification includes both the emergency number dialed and the extension used to place the call.
The process to configure this functionality is described in E911 Notification documentation. 

Multiple numbers can be configured as Emergency Numbers. An Emergency Numbers configuration for 911 calling is pre-configured, but the application still requires setting the Notification Status to Enabled and Notifications destinations to be configured.  Additional Emergency Numbers can be added to account for mis-dialings (9-911 for example), other Emergency center numbers (some locations have numbers specifically for Poison Control, etc.), and some international locations use other numbers than 911 (Australia generally uses 000, for example).

E-MetroTel Recommended Emergency Notification settings

Use of Emergency CID settings

If an InfinityOne extension will primarily be used by a remote worker on a desktop device at home (remote call center agents, for example), E-MetroTel recommends:

  1. Configuring the Emergency CID for that extension to be either the remote workers' DID if available, their home (wired) telephone number (next preference) or a personal cell phone.  This provides the public Emergency Services call center with a phone number that can be used to attempt to re-connect with the call if there is a disconnect. 

If an InfinityOne extension will primarily be used by a remote worker on a mobile device (Laptop or Mobile phone used by sales personell, for example), E-MetroTel recommends:

  1. Configuring the Emergency CID for that extension to be the remote workers' personal cell phone.  This provides the public Emergency Services call center with a phone number that can be used to attempt to re-connect with the call if there is a disconnect or to be able to be used for cell-phone tower triangulation to target a general area that the call was likely placed from.

Use of E911 Notification capabilties

If an InfinityOne extension will primarily be used by a remote worker on a desktop device at home (remote call center agents, for example), E-MetroTel recommends:

  1. Maintaining a list of such workers and their respective working locations that is accessible by the corporate security response team (or equivalent administrator)
  2. Configuring the corporate security response team member(s) for Notifications (either phone or email).
  3. When the corporate security team member is notifed of an Emergency Number dialing situation, they can use the list of remote workers and their locations to ensure they can attempt to re-direct true emergency service responders a more likely location.

If an InfinityOne extension will primarily be used by a remote worker on a mobile device (Laptop or Mobile phone used by sales personell, for example), E-MetroTel recommends:

  1. Maintaining a list of such workers and alternate contact options (i.e. cell phone number) that is accessible by the corporate security response team (or equivalent administrator)
  2. Configuring the corporate security response team member(s) for Notifications (either phone or email).
  3. When the corporate security team member is notifed of an Emergency Number dialing situation, they can use the list of remote workers and their alternate contact information to they can attempt to provide the true emergency service responders with additional contact information.

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