atcomsystems.ca/forum Forums VOIP Phones & IP PBX Cisco Telephones and Systems 911 and outgoing callerid

A heads up for other UC users.

I ran into an issue this last weekend with a 911 hangup call. Seems at one of the locations, someone mistakenly dailed 911 and hung up. Well the 911 op got the CLID for our main admin office that was closed and empty at the time.

Turns out the config was not setup to list the outgoing CLID programmed into the system when only 911 was called.

So check your programming to see that both dial patterns for 911, (9911 and 911) point to your outgoing translation rule. Should save the hassle of having the Police and Fire dept show up to an empty building since no one answered the return call.

Brian

That's pretty standard stuff Keep for multi-location.

I figured as much.

Thought it was odd that you had to configure it for both the 9911 and 911.

If a user would have called 9911 it would have sent the correct DID to the 911 operator. But since the system was not setup to translate the 911 only, we ran into the issue.

Chalk it up to another missed config step. At least that list seems to be getting smaller and smaller. I am glad we caught this before an actual emergency happened.

Unless you're using enhanced 911, the PSAP typically only ever gets the BTN and address that goes with it. CLID doesn't typically pass to the PSAP. This is why I have local trunks at each site, specifically for 911. I have 911 calls setup to ONLY route out through local trunks, so the physical address shows up appropriately at the PSAP.

Justin

On this topic, Cisco TAC had me once call 911 as a test to confirm the E911 reg. TAC asked for my location and he looked up a special script that I had to repeat to the 911 operator to ensure them it was just a test. I was also told to ask them to verify the address they saw.

Since he had to look up what to say I assume it can be different depending on location.

... which reminds me of a personal story. I once got woken up at home after midnight by the police. They said they had a 911 hangup at this location. I was like "HUH?" and the officer asked me to check my line for noise. I did and it was an insane amount of static on it. I found it very hard to believe my phone somehow went off-hook and randomly dialed 911, but a month later I got my bill and had 20 calls to 411 on it billed that same day.

Do you have any info on the e911 reg? Like how do you register it? How to set it up?

I have the outgoing CLID setup, but I do not know how to map that to an address. I called the local police station and they just said "Thats an issue using VOIP" and did not give me any more info....

Regulatory requirements vary from state to state, county to county, etc. Mark Fletcher, of Avaya, is a great champion and resource for 911-related topics. Check out his website and podcasts at www.fletch.tv.

Justin

Thanks I will take a look at the podcasts there.