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Emergency Call Handling on the MX

Emergency Call Handling on the MX. Overview. Many countries around the world different emergency numbers different emergency laws IP PBX equipment manufacturer must provide feature set to allow for local compliance Focus of this presentation review MX emergency features.

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Emergency Call Handling on the MX

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  1. Emergency Call Handling on the MX

  2. Overview • Many countries around the world • different emergency numbers • different emergency laws • IP PBX equipment manufacturer • must provide feature set to allow for local compliance • Focus of this presentation • review MX emergency features

  3. Emergency Call Basics – Traditional PSTN (2) Emergency call routed to local PSAP with Caller ID provided by PBX (requires PCM) or Local Exchange PSTN Local Exchange Local Public Service Access Point (PSAP) (2) (3) PSAP confirms emergency and will send any necessary support to address matching the received caller ID. (1) Analog or PCM Company (1) Emergency call is made Legacy PBX

  4. VoIP and Emergency – Remote Worker Local Exchange Local Public Service Access Point (PSAP) PSTN (4) PSAP confirms emergency but address in database is for company HQ location! (3) (2) Call routed to Local Exchange (3) Emergency call routed to local PSAP with Caller ID provided by PBX (requires PCM) or Local Exchange (2) Analog or PCM VPN Internet IP PBX (1) (1) Emergency call is made Company

  5. Remote Worker – Zultys Solution: ZIP4x5 • Local analog connection to the PSTN • Ambulance shows up at the house! PSTN Internet DSL router or cable modem ZIP 4x5 — firewall, NAT, VPN — analog phone Computer Remote Worker

  6. VoIP and Emergency – Small Offices Local Exchange Local Public Service Access Point (PSAP) PSTN (4) PSAP confirms emergency but address in database is for company HQ location! (3) (2) Call routed to Local Exchange (3) Emergency call routed to local PSAP with Caller ID provided by PBX (requires PCM) or Local Exchange (2) Analog or PCM WAN LAN Internet IP PBX (1) (1) Emergency call is made Company HQ Small Office

  7. PSTN PSTN Small Offices – Zultys Solution 1: ZIP4x5 Local Exchange Local Public Service Access Point (PSAP) for Small Office (2) (2) Emergency call routed to local PSAP with Caller ID provided by Local Exchange Local Exchange (1) (3) PSAP confirms emergency and sends emergency response units to correct address. Analog Analog or PCM WAN LAN Internet IP PBX (1) Emergency call is made Company HQ Small Office

  8. PSTN PSTN Small Offices – Zultys Solution 2: MX25 Local Exchange Local Public Service Access Point (PSAP) for Small Office (4) (3) Call routed to Local Exchange Local Exchange (4) Emergency call routed to local PSAP with Caller ID provided by Local Exchange (5) PSAP confirms emergency and sends emergency response units to correct address. Analog or PCM (3) Analog or PCM (2) Call setup routed back to local gateway (2) MX25 LAN Internet IP PBX WAN (1) (1) Emergency call is made Company HQ Small Office

  9. USA – Emergency 911 Law Basics • Federal law set by FCC • Further laws depend on the state • Need one phone number transmitted for caller ID purposes • per so many square feet of workspace • per number of people in a work area • per person • if staff are not available to direct emergency crew at all times that employees are present

  10. Example – Dividing a workspace

  11. Locations Correspond to IP Ranges

  12. Overview of Configuration on MX • Divide company into certain size zones or locations based on the local legal requirements • Provision the location into the MX30 or MX250 • along with the ANI or caller ID number that will be sent when emergency number is dialed from that location • Set up all subnets for that location • SIP devices register with an IP address within a specific range • so MX knows what ANI to send when emergency number is dialed

  13. Getting Information to PSAP Personnel • Make a clear diagram detailing locations and associated ANI numbers • provide that to the local PSAP • send diagram to them and call to confirm everything • PSAP personnel enter information into their database system • When emergency number dialed, • know where to send emergency services based on ANI

  14. Preemption for Emergency Calls • When all call resources are in use and an emergency call is made • MX30 or MX250 recognizes emergency call • drops an active call • allows the emergency call to go through

  15. Notification for Emergency Calls • All operators receive notification of emergency calls in MXIE • MX also sends Syslog message to indicate emergency calls • can be forwarded as email by external Syslog server MXIE Indication to Operators Syslog for Administrators

  16. Emergency Service Call Back • If an emergency call is connected • and then disconnected • Emergency services can dial back to the MX250 or MX30 • using the ANI • call rings last phone in the location that dialed emergency services IN 3.0

  17. Wi-Fi and Emergency Calls • Wi-Fi presents a problem • because people can move around • Solutions for this • being researched now by • IP PBX manufacturers • Wi-Fi infrastructure providers

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