Emergency Call Handling on the MX Page 2 Overview Many countries around the world –different emergency numbers –different emergency laws IP PBX equipment.

Emergency Call Handling on the MXEmergency Call Handling on the MX

Page 2

OverviewOverview

• 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

Page 3

Emergency Call Basics – Traditional PSTNEmergency Call Basics – Traditional PSTN

PSTN

Local Exchange

Legacy PBX

Analog or PCM

Local Public Service Access Point (PSAP)

(1) Emergency call is made

(2)

(1)

(2) Emergency call routed to local PSAP with Caller ID provided by PBX (requires PCM) or Local Exchange

(3) PSAP confirms emergency and will send any necessary support to address matching the received caller ID.

Company

Page 4

VoIP and Emergency – Remote WorkerVoIP and Emergency – Remote Worker

Remote Worker

(4) PSAP confirms emergency but address in database is for company HQ location!

PSTN

Local Exchange

IP PBX

Analog or PCM

Local Public Service Access Point (PSAP)

(1) Emergency call is made

(2)

(1)

(3) Emergency call routed to local PSAP with Caller ID provided by PBX (requires PCM) or Local Exchange

Company

InternetVPN

(2) Call routed to Local Exchange

(3)

Page 5

Remote Worker – Zultys Solution: ZIP4x5Remote Worker – Zultys Solution: ZIP4x5

• Local analog connection to the PSTN• Ambulance shows up at the house!

Remote Worker

Internet

ComputerZIP 4x5 — firewall, NAT, VPN— analog phone

PSTN

DSL router or cable modem

Page 6

VoIP and Emergency – Small OfficesVoIP and Emergency – Small Offices

(4) PSAP confirms emergency but address in database is for company HQ location!

PSTN

Local Exchange

IP PBX

Analog or PCM

Local Public Service Access Point (PSAP)

(1) Emergency call is made

(2)

(1)

(3) Emergency call routed to local PSAP with Caller ID provided by PBX (requires PCM) or Local Exchange

Company HQ

InternetWAN

(2) Call routed to Local Exchange

(3)

Small Office

LAN

Page 7

Small Offices – Zultys Solution 1: ZIP4x5Small Offices – Zultys Solution 1: ZIP4x5

(3) PSAP confirms emergency and sends emergency response units to correct address.

Local Exchange

IP PBX

Analog or PCM

(1) Emergency call is made

(2)

(1)

(2) Emergency call routed to local PSAP with Caller ID provided by Local Exchange

Company HQ

InternetWAN

Small Office

LAN

Analog

PSTNPSTN

Local Exchange

Local Public Service Access Point (PSAP) for Small Office

Page 8

Small Offices – Zultys Solution 2: MX25Small Offices – Zultys Solution 2: MX25

(5) PSAP confirms emergency and sends emergency response units to correct address.

Local Exchange

IP PBX

Analog or PCM

(1) Emergency call is made

(2)

(1)

(4) Emergency call routed to local PSAP with Caller ID provided by Local Exchange

Company HQ

InternetWAN

Small Office

LAN

Analog or PCM

PSTNPSTN

Local Exchange

Local Public Service Access Point (PSAP) for Small Office

MX25(2) Call setup routed back to local gateway

(3)

(3) Call routed to Local Exchange(4)

Page 9

USA – Emergency 911 Law BasicsUSA – 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

Page 10

Example – Dividing a workspaceExample – Dividing a workspace

Page 11

Locations Correspond to IP RangesLocations Correspond to IP Ranges

Page 12

Overview of Configuration on MXOverview 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

Page 13

Getting Information to PSAP PersonnelGetting 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

Page 14

Preemption for Emergency CallsPreemption 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

Page 15

Notification for Emergency CallsNotification 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

Page 16

Emergency Service Call BackEmergency 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

Page 17

Wi-Fi and Emergency CallsWi-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