Emergency Number Patterns:

United States/Canada:

Pattern: 911!
Description: Emergency services
Priority: 1 (highest)
Strip: 0
Prepend: (none)
Trunk: Primary, Backup (always use multiple)

United Kingdom:

Pattern: 999!
Description: Emergency services (traditional)
Priority: 1

Pattern: 112!
Description: Emergency services (EU standard)
Priority: 1

Immediate Dial (!):

• Exclamation mark forces immediate dialing
• No waiting for additional digits
• Critical for emergency calls
• Reduces connection delay

Emergency Patterns by Country:

North America (US/Canada):

911!  - Emergency
933!  - TTY Emergency (some areas)

Europe (UK):

999!  - Traditional emergency
112!  - EU standard
101!  - Police non-emergency
111!  - NHS (medical non-emergency)

Europe (France):

112!  - General emergency
15!   - SAMU (medical)
17!   - Police
18!   - Fire

Australia:

000!  - Triple zero emergency
112!  - Mobile emergency

International Fallback:

112!  - Works in most countries as backup

Prefix Stripping (Kari's Law Compliance):

Problem: Legacy PBX requires "9" prefix

Old system: Dial 9-911 for outside line
Issue: Delays emergency calls, users forget
Illegal: Violates Kari's Law (US)

Solution: Direct 911 dialing

User dials: 911
System: Routes immediately
No prefix required
Compliant with Kari's Law

Migration from 9-911:

Step 1: Add direct 911 route (911!)
Step 2: Test thoroughly
Step 3: Remove 9-911 pattern
Step 4: Update training/signage
Step 5: Notify users of change

Emergency Override:

Pattern: 911!
Permissions: ALL (ignore call restrictions)
Time: Always (ignore time conditions)
Priority: 1 (highest)

Single Office Configuration:

Required Information:

• Street Address: 123 Main Street
• Suite/Floor/Room: Suite 400 (if applicable)
• City: Springfield
• State/Province: IL
• Postal Code: 62701
• Country: United States

Callback Number:

• Main office number
• Must be answered 24/7 or have voicemail
• Emergency responders may call back

Registration:

• Submit to E911 database
• Provider registers on your behalf
• Verification takes 24-48 hours
• Test after registration

Multiple Office Configuration:

Location-Based Routing:

New York Office:

Extensions: 1000-1999
Address: 123 5th Avenue, Floor 10, New York, NY 10001
Callback: +12125551234
PSAP: NYPD/FDNY Dispatch

Los Angeles Office:

Extensions: 2000-2999
Address: 456 Wilshire Blvd, Suite 200, Los Angeles, CA 90017
Callback: +13235551234
PSAP: LAPD/LAFD Dispatch

Chicago Office:

Extensions: 3000-3999
Address: 789 Michigan Ave, Floor 5, Chicago, IL 60611
Callback: +13125551234
PSAP: Chicago 911 Center

Configuration Method:

• Create emergency route per location
• Route based on extension range
• Register each location separately
• Test from each location

RAY BAUM's Act Compliance (US):

Dispatchable Location Requirements:

• Street Address: Full street address
• Building: Building name/number if campus
• Floor: Specific floor number
• Room: Office/suite/room number if applicable
• Additional: Any info to locate caller

Format Examples:

Office Building:

Full Location: 123 Main Street, Floor 4, Suite 405, Springfield, IL 62701
Provides: Street, building entrance, floor, specific office

Campus:

Full Location: Acme Corp Campus, Building C, Floor 2, Room 215, 456 Campus Drive, Springfield, IL 62701
Provides: Campus, building, floor, room for large site

Multi-Tenant:

Full Location: 789 Office Plaza, Suite 800 (Acme Corp), Floor 8, Conference Room A, Springfield, IL 62701
Provides: Building, suite name, floor, specific room

Dynamic Location (Advanced):

• Extension-specific location information
• Automatically updated as users move
• Integration with HR/facilities systems
• Real-time location tracking

Work-From-Home & Remote Users:

Challenges:

• Users at home addresses
• Addresses change frequently
• Users travel with softphones
• Mobile/cellular devices

Solutions:

Solution 1: User-Entered Location

User logs into portal
Enters current physical address
Updates when location changes
System uses for 911 calls

Solution 2: Nomadic E911

Service tracks user location
User confirms address periodically
Automatic registration updates
24-48 hour update process

Solution 3: Cellular Failover

Softphone detects 911 call
Automatically fails to cellular network
Cellular E911 provides location
Backup if VoIP location unavailable

Solution 4: Geo-Location (Mobile)

Mobile app uses GPS
Automatic location determination
Real-time location sent with 911 call
Most accurate for mobile users

Best Practice for Remote Workers:

1. Require address updates in portal
2. Send periodic reminders to verify location
3. Configure cellular failover on mobile apps
4. Document policies in remote work agreement
5. Training on 911 calling from softphones

Emergency Callback Number:

Requirements:

• Must be dialable by emergency services
• Must be answered or have voicemail
• Preferably staffed 24/7
• Should reach person who can assist responders

Configuration:

Callback Number: +15551234567
Description: Main office line
Hours: 24/7 or voicemail
Staffing: Receptionist or answering service

What Happens:

1. User dials 911
2. System sends callback number to PSAP
3. If responders need more info, they call back
4. Someone answers and assists
5. May help locate caller or provide details

Multiple Callback Numbers:

Why Location-Specific?

• Different locations, different numbers
• Local office can better assist responders
• Faster response coordination
• Compliance with regulations

Configuration:

By Location:

NY Office Emergency:
Callback: +12125551234 (NY main number)
Contact: NY Office Manager

LA Office Emergency:
Callback: +13235551234 (LA main number)
Contact: LA Office Manager

Chicago Office Emergency:
Callback: +13125551234 (Chicago main number)
Contact: Chicago Office Manager

By Extension Range:

Extensions 1000-1999 (NY): Use NY callback
Extensions 2000-2999 (LA): Use LA callback
Extensions 3000-3999 (CHI): Use Chicago callback

E911 Database Registration:

Registration Process:

1. Select Callback DID: Choose number for callback
2. Provide Location: Full address information
3. Submit to Provider: Provider registers with E911 database
4. Wait for Confirmation: 24-48 hours typical
5. Test: Call 911 non-emergency line to verify
6. Maintain: Update when location/number changes

What Gets Registered:

• DID phone number
• Physical address (dispatchable location)
• Building/floor/suite information
• Company name
• Emergency contact info

Update Requirements:

• Moving offices: Update immediately
• New phone number: Register new DID
• Building changes: Update address
• Regular audits: Verify quarterly

Provider Responsibilities:

• Submit registration to E911 database
• Maintain accuracy
• Process updates promptly
• Verify PSAP routing

Kari's Law Notification Requirement (US):

What is Required:

• Notify on-site personnel when 911 is dialed
• Provide location of caller
• Enable coordination with emergency responders
• Federal law in US (Kari's Law)

Who to Notify:

• Security desk
• Reception
• Facilities management
• Office manager
• Safety coordinator

Notification Methods:

• IP phone pop-up
• Desktop notification
• Mobile app alert
• Overhead page
• Email/SMS

Configuration Example:

911 Call Detected from Extension 1234
Location: Floor 4, Conference Room 405
Caller: John Smith (x1234)
Time: 2:45 PM
Action: Dispatch security to assist

Administrator Emergency Alerts:

Alert Configuration:

Notification Type: Emergency Call Alert
Trigger: Any 911 call
Recipients:
- PBX Administrator
- IT Manager
- Office Manager
- Security Team
Method: Email, SMS, Mobile App

Information Included:

• Caller extension
• Caller name
• Physical location
• Date/time
• Callback number sent to PSAP
• Call duration
• Call recording (if legally allowed)

Use Cases:

• Incident documentation
• Follow-up required
• Verify location accuracy
• System audit trail
• Liability protection

Security Team Dispatch:

Automatic Security Dispatch:

911 Call Detected
Location: Building C, Floor 2, Room 215
Caller: Extension 2150 (Jane Doe)
Action: Dispatch security to location
Goal: Assist emergency responders on arrival

Security Team Actions:

1. Proceed to Location: Go to caller's location
2. Assess Situation: Determine nature of emergency
3. Provide Assistance: Help caller if possible
4. Prepare for Responders:
   • Unlock doors
   • Clear path
   • Hold elevators
   • Direct traffic
5. Brief Responders: Provide location and situation details

Integration Options:

• Security radio dispatch
• Mobile security app
• Building access control system
• Camera system alerts
• Automated unlock procedures

Email and SMS Notifications:

Configuration:

Notification Template:

Subject: EMERGENCY CALL - 911 Dialed

Emergency call placed:
- Time: {timestamp}
- Caller: {caller_name}
- Extension: {extension}
- Location: {emergency_address}
- Callback Number: {callback_number}
- Call Duration: {duration}

Immediate action required:
1. Verify security dispatched to location
2. Monitor situation
3. Document incident

This is an automated alert - do not reply

Recipients:

• Primary: Security, Office Manager
• Secondary: IT Administrator, Facilities
• Backup: Alternative contacts if primary unreachable

Delivery Requirements:

• Immediate delivery (< 5 seconds)
• Reliable system (redundant paths)
• Confirmed receipt
• Escalation if no acknowledgment

Primary Emergency Trunk:

Configuration:

Route: Emergency-911-Primary
Pattern: 911!
Priority: 1
Trunk: Primary VoIP Trunk
Failover: Backup VoIP Trunk

Primary Trunk Requirements:

• High reliability provider
• E911 database registration
• PSAP routing capability
• 24/7 monitoring
• SLA guarantees

Testing:

• Test monthly minimum
• Use non-emergency test line
• Verify location displays correctly
• Confirm callback number works
• Document test results

Backup Emergency Trunk:

Why Backup?

• Primary trunk failure
• Network outage
• Provider issues
• Automatic failover
• Redundancy for life safety

Configuration:

Route: Emergency-911-Primary
Pattern: 911!
Priority: 1
Trunk 1: Primary VoIP Provider
Trunk 2: Backup VoIP Provider (automatic failover)
Trunk 3: Analog line (last resort)

Backup Options:

Option 1: Second VoIP Trunk

Provider: Different vendor than primary
Registration: Same location info
Cost: Minimal (emergency use only)
Test: Monthly

Option 2: POTS Line (Plain Old Telephone Service)

Type: Traditional analog line
Advantage: Works during power/internet outage
Cost: Higher monthly cost
Reliability: Extremely high
Test: Monthly

Option 3: Cellular Failover

Type: LTE/5G backup
Advantage: Geographic diversity
Cost: Moderate
Reliability: Very high
Test: Monthly

Diverse Path Emergency Routing:

What is Diverse Routing?

• Multiple independent network paths
• Geographic separation
• Different carriers
• Protection against single point of failure

Implementation:

Path 1: Primary Internet

Connection: Primary ISP fiber
Trunk: Primary VoIP provider
Path: Internet → VoIP Provider → PSAP

Path 2: Secondary Internet

Connection: Secondary ISP (different carrier)
Trunk: Backup VoIP provider
Path: Secondary ISP → Backup VoIP → PSAP

Path 3: Cellular

Connection: LTE/5G cellular
Trunk: Cellular provider
Path: Cellular network → PSAP

Path 4: POTS

Connection: Traditional phone line
Direct: Analog line → Local PSAP
Most reliable: Works without internet/power

Benefits:

• Protection against single failures
• Multiple technology types
• Geographic diversity
• Maximum reliability

Mobile/Cellular Emergency Failover:

Softphone Emergency Calling:

Challenge:

• Softphones on mobile devices
• Users at various locations
• VoIP location may be wrong
• Network may be unavailable

Solution: Cellular Failover

1. User dials 911 on softphone
2. App detects emergency call
3. Prompts: "Use cellular network for 911?"
4. User confirms
5. Call fails over to cellular
6. Cellular E911 provides location (GPS)
7. More reliable than VoIP for mobile

Configuration:

Mobile App Settings:
- Enable 911 cellular failover
- Prompt user before failover
- Use GPS location for E911
- Bypass VoIP for emergency calls

Benefits:

• GPS-based location (more accurate)
• Works without WiFi/VoIP
• Cellular network reliability
• Seamless user experience

Limitations:

• Requires cellular signal
• User must have cellular plan
• May not work on WiFi-only devices

Official Emergency Test Numbers:

United States:

• Call PSAP non-emergency: Find local PSAP non-emergency number, explain testing
• Coordinate with PSAP: Schedule test with your local 911 center
• Provider Test Number: Some providers offer test numbers (check with provider)

Process:

1. Call local PSAP non-emergency line
2. Explain you need to test E911 system
3. Schedule test time
4. Perform test at scheduled time
5. Verify location info displayed correctly
6. Document results

Test Line Examples:

• Local PSAP non-emergency: Google "[your city] 911 non-emergency"
• Provider test line: Check with your VoIP provider
• Never use actual 911 for testing

What to Verify:

• Call connects to correct PSAP
• Location information displays correctly
• Callback number displays correctly
• Address is accurate and dispatchable
• Notifications sent to on-site personnel

Emergency Call Testing Procedure:

Pre-Test:

1. Schedule with PSAP: Coordinate test time
2. Notify Staff: Tell security/reception about test
3. Prepare Documentation: Have address info ready
4. Test Notifications: Verify alert systems working

During Test:

1. Dial Test Number: Use PSAP non-emergency or test line
2. Identify as Test: Immediately state "This is a 911 system test"
3. Verify Information: Ask dispatcher to confirm:
   • Address displayed
   • Floor/suite information
   • Callback number
   • Company name
4. Note Results: Document what was displayed
5. Thank Dispatcher: Express appreciation for assistance

Post-Test:

1. Document Results: Record what was tested and results
2. Verify Notifications: Confirm alerts sent to staff
3. Fix Issues: Address any problems immediately
4. Report to Management: Inform leadership of results
5. Schedule Next Test: Plan next test date

Test Checklist:

• Called from each location
• Verified correct PSAP routing
• Confirmed address displayed correctly
• Confirmed floor/suite information
• Verified callback number correct
• Checked on-site notifications sent
• Tested backup trunk failover
• Documented all results
• Reported issues to provider
• Scheduled next test

How Often to Test:

Minimum Testing (Compliance):

• Monthly: Basic functionality test
• Quarterly: Full system test with failover
• Annually: Comprehensive audit

Best Practice Testing:

• Monthly: Test from each location
• After Changes: Test after any system changes
• New Locations: Test immediately when adding offices
• After Moves: Test when employees change locations
• Provider Changes: Test when changing providers

What to Test:

Monthly:

• Basic 911 call routing
• Location display accuracy
• Callback number verification
• On-site notifications

Quarterly:

• All locations tested
• Backup trunk failover
• Notification system reliability
• Security coordination

Annually:

• Full system audit
• Documentation review
• Training effectiveness
• Regulatory compliance verification

Test Documentation:

Required Records:

• Test date and time
• Tester name
• Location tested
• Test results (pass/fail)
• Issues identified
• Corrective actions taken
• Next test scheduled

Documentation Template:

Emergency Call Test Report

Date: 2025-11-21
Time: 10:30 AM
Tester: John Smith, IT Manager
Location: Building A, Floor 4, Suite 405

Test Details:
- Extension: 1405
- Test Number: PSAP Non-Emergency (555-0199)
- PSAP Answered: Yes
- Location Displayed: Correct
- Address: 123 Main St, Floor 4, Suite 405
- Callback Number: +15551234567 (correct)
- Notifications: Security alerted (2 seconds)

Failover Test:
- Primary trunk: Pass
- Disabled primary
- Secondary trunk: Pass (5 second failover)
- Re-enabled primary: Pass

Results: PASS - All systems functioning correctly

Issues: None

Next Test: 2025-12-21

Signature: John Smith

Retention:

• Keep records for minimum 3 years (US)
• Longer if required by industry regulations
• Available for regulatory audits
• Insurance claim support
• Legal protection