We had a reason to call 911 today. I am told the call went to some lady that didn't know where we were and couldn't spell the name of the town. Our employee decided something was wrong hung up and called from their cell phone and got right through to local 911.

Why did this happen?

Our CTX 670 is connected to a Copper PRI provided by Allstream that uses a local Ziply Central Office to provide last mile service. It has been in service for MANY years and at one point I tested 911, told them who I was and that we were testing because of a report it wasn't working. It worked fine in testing years ago. I am going to go look at the settings and see if something is misconfigured but I don't believe it has changed.

Where should I be looking?

Should I be calling my carrier and asking them what?

Thanks!

I reviewed the settings in eManager and didn't see anything obviously wrong for our install. As I understand it we should be sending the BTN which is a local number to us. I opened a ticket with the carrier and they responded with:
"I found dual translations built for a pending order. Disabled services until turnup. Please make a fresh test call to 911 and provide call details if it failed. "

I made a test call and Identified who I was and what I was doing. I asked whom I had gotten through to and they said it was the National 911 Call Center. I consider that a failure in that we should get a call center local to us and updated the ticket with that.

What experience have you had with this setup and am I doing this correctly?

Thanks!

The Carrier made another change and I was able to connect to a more local 911 call center. He was able to give me my BTN as the call back number and the service address. That is what we needed.
He also asked if I was going to be doing anymore testing.

Now to verify our other PRI's and service.

If the carrier does not have an i2 connection to the local PSAP connection, calls will get routed to an Emergency Call Relay Center (ECRC). This is more common with VoIP carriers than a CLEC.

These centers are usually not local, and they do not get address information when you call. They have to take the information and then they call the local PSAP and verbally relay the provided information. It can slow down the process.

The only thing you can set in the Toshiba is the number that is sent to the carrier for e911. Normally you would send the BTN, but there are cases when you would want to set a DID instead, for example in a large facility with multiple buildings.