atcomsystems.ca/forum Forums VOIP Phones & IP PBX VoIP & Cloud Phones, Hosted PBX, General IP Phones 911 Problems

I'm at a Centrex site, but we've got a few VOIP phones on an ACD group here.

Our location is in lower Manhattan. The VOIP switch is in Eastern Queens.

We ran a test yesterday. I checked in with the NYPD and then dialed 911 from several phones. The Centrex phones reported the proper Name & Address.

The VOIP phones reported the wrong name and that I was calling from Southern Brooklyn.

Anyone have an idea of a resolution (if any) for this problem?

How do you guys handle this?

I have no connection with the VOIP switch (it's a Nortel switch managed by another contractor) but I'd like to know how this is being addressed in the industry.


Sam

We've looked into this for our deployments, and McLeod/Paetec offers a service called "PS ALI" where you can set location (building/floor/room) by caller ID.

Our service has a direct connection to Intrado that sends the calling number and location information to their computer to be forwarded to the correct PSAP. If there's no match or no address entered it goes to their call center to be forwarded to the PSAP manually. We do have full E911 but it's expensive to do correctly.
The method breaks down when you have discount VoIP providers that just buy a retail PRI and don't have any mechanism to communicate with the emergency network.

Are those remote phones calling out trunks in eastern Queens? The VOIP system I work with has a caller id spot in the users profile (remote phone) and all you have to do is add their 911 # in the profile, that will bypass all other system #s. As long as Telco will pass ID you send them. Also we have ip maps that you can apply to phones at different sites and if that remote phones IP is in that site map it will only use info at that site. We just have to make sure Telco has the trunks provisioned to pass caller ID coming to them.

mgere -

I would imagine they would have to be dialing out using trunks colocated with the PBX.

That field in the user profile sounds like it would be the way to go. I'm sure the Nortel has something similar - It would require pretty steady maintenance to keep up with all the people moving their own phones though. And we know what a high priority that is with Senior Management these days.

Sam