IP Office Emergency Call Configuration€¦ · Chapter 5: Emergency Call Configuration Example..... 17 Emergency Call Configuration Example ... A mechanism used to alert local on-site

IP Office Emergency Call Configuration

Issue 1February 2021

Contents

Chapter 1: Introduction............................................................................................................ 4Definitions............................................................................................................................... 4Typical Emergency Call Operation............................................................................................ 5Dial Emergency....................................................................................................................... 6Large and Complex Sites......................................................................................................... 6IP Office Locations.................................................................................................................. 7

Chapter 2: Emergency Calling Design Considerations......................................................... 8Moves and Changes................................................................................................................ 8UPS/Standby Power................................................................................................................ 9Automatic Power Fail Connections............................................................................................ 9Trunk Types.......................................................................................................................... 10Testing Emergency Calling..................................................................................................... 10Routing Incoming Calls to ELIN Numbers................................................................................ 11Adding Additional Emergency Numbers................................................................................... 11Networked IP Office Systems................................................................................................. 12

Chapter 3: Remote and Mobile Users................................................................................... 13Remote Extensions: NAT Traversal and VPN.......................................................................... 13Telecommuter Mode Users..................................................................................................... 13Softphone Clients.................................................................................................................. 14Cordless Phones (DECT, Wi-Fi).............................................................................................. 14

Chapter 4: On-Site Alerts....................................................................................................... 15Emergency Call Indication...................................................................................................... 15System Alarm Output............................................................................................................. 15

Chapter 5: Emergency Call Configuration Example............................................................ 17Emergency Call Configuration Example.................................................................................. 17Emergency Call Fallback ARS................................................................................................ 18The Default Outgoing Call Routing.......................................................................................... 19Location ARS Entries............................................................................................................. 20Create Locations................................................................................................................... 22Set the Default System Location............................................................................................. 22Assigning Locations to Extensions.......................................................................................... 23Create a Hunt Group for Callback........................................................................................... 24Callback Incoming Call Routing.............................................................................................. 24Enable a System Alarm......................................................................................................... 25Adding Alert Buttons.............................................................................................................. 26Emergency Call Example Callflow.......................................................................................... 27

Chapter 6: Resources............................................................................................................. 29Documentation...................................................................................................................... 29

Finding documents on the Avaya Support website............................................................. 29

February 2021 IP Office Emergency Call Configuration 2Comments on this document? [email protected]

mailto:[email protected]?subject=IP Office Emergency Call Configuration

Training................................................................................................................................ 29Viewing Avaya Mentor videos................................................................................................. 29Support................................................................................................................................ 30

Using the Avaya InSite Knowledge Base........................................................................... 30

Contents



Chapter 1: Introduction

This document provides an overview of best practices in supporting emergency calls from IP Officesystem extensions.It is important to understand that emergency call handling can be very unique to each specificcustomer's environment. Customers are advised to review plans with their risk management teamsand local public safety authorities to ensure compliance with all local legislation or employee safetyregulations.Although 911 is used in this document, it represents any emergency number that can be defined inthe system dialing plan, for example 112, 999, 000, etc.

Related linksDefinitions on page 4Typical Emergency Call Operation on page 5Dial Emergency on page 6Large and Complex Sites on page 6IP Office Locations on page 7

DefinitionsTerm DefinitionALI Automatic Location Identification

Each ELIN has an entry in the PSTN ALI database. This is used to displayinformation to the emergency call taker.

ESA Emergency Services Access

Calls to 911, 112, 999, 000, etc. depending on your countryNTE Network Terminating Equipment

The interface between the carrier network in the customer's PBX, typicallyconverting Fiber to Copper for example

ELIN Emergency Location Identification Number

The number used by the PSAP to identify the response location during anemergency call. This can be taken from the caller ID number sent with thecaller or associated with the trunk used to make the call.

Table continues…



Term DefinitionERL Emergency Response Location

A location to which an emergency response team may be dispatched during anemergency. The location should be specific enough to provide a reasonableopportunity for the emergency response team to quickly locate a calleranywhere within it.

OSN On-Site Notification

A mechanism used to alert local on-site personnel about an emergencycondition. Typically this alert can be via a flashing button on a telephone, andaudible sound, and a display of location information.

PSAP Public Safety Answer Point

A designated agency that answers emergency calls from the public anddispatches emergency responders.

VPC Voice Positioning Carrier/Center

An ‘umbrella’ network provider capable of terminating emergency calls toremote emergency networks that are not reachable via the normal PSTN. TheVPC service will reroute the call to the appropriate PSAP by matchinginformation received with the call to details in its own databases.

Related linksIntroduction on page 4

Typical Emergency Call OperationWhen a call is made to emergency services, the call handling systems in the PSAP use the ANI orCaller ID received to identify the address from which the call originated. When the ANI or Caller IDis used in this mode of operation it is commonly referred to as the Emergency LocationIdentification Number (ELIN).For analog or digital trunks, the trunk provider normally provides address details to the ANI/ALIdatabase servicing that area. This enables the emergency call location look-up functionalitymentioned above.The same mechanism may operate for other trunk types such as SIP, but you must ensure that isthe case and that the ITSP sends any changes and updates in a timely manner.


Typical Emergency Call Operation



Dial EmergencyIn the IP Office system configuration, short codes configured with the Dial Emergency feature areused for emergency call routing.The system treats a call made using Dial Emergency differently from those made using other Dialshortcode features :

• The call is not subject to call barring.• The call can be dialed from locked phones and logged off phones.• The system uses the ARS set in the dialing extension's matched Location if set.• If routed via ARS, the call can immediately go to the Alternate Route if no trunks are

available.• The call can trigger an IP Office system alarm (see On-Site Alerts on page 15).


Large and Complex SitesFor large or complex customer sites, it might be desirable, or required by law, to be able toindicate the particular building or area within a building from which an emergency call has beenmade from. For example:

• A car dealership fronted by an office and showroom, but with separate workshop andbodyshop buildings on the same site.

• A company which spans several floors in an office building.Research must be done to ensure system compliance, as well as minimize liability.The emergency services dispatcher/call taker will want to know the general area of the site, orwhich floor of the building an emergency call originated from. Whilst a desk/cube reference such a"2C-231" in an open plan office may be useful to internal first-aiders, it will be meaningless toemergency service responders.Where local regulations depicting the size of a response zone exist, they must be followed or anexception waiver obtained. If there are no specific specifications, then the National EmergencyNumber Association (NENA) recommendations for fire alarm zones is a good starting point.1


1 [1] NENA 06-502 MLTS E9-1-1 Caller Location Discovery and Reporting TID V1. https://www.nena.org/

Introduction


https://www.nena.org/


IP Office LocationsThe IP Office configuration can include Location entries.Each extension on the system can then be associated with one of those Location entries. Thesystem itself is also associated with a default Location.Each Location entry include a setting for which outgoing ARS the system should use when a DialEmergency calls is made from one of the location's associated extensions. That overrides anyother ARS in which an initial dialing match to a Dial Emergency may have occurred.The ARS used controls which trunks are used for those emergency calls and, depending on thetrunk type, the ELIN number sent with the call.When using locations:

• A location must be set for each IP Office system in the network.• Digital and analog extensions must be explicitly configured with a location.• For IP extensions, the location can be set manually as above for other phone types, or it can

be set automatically by matching IP address details to IP address range settings configuredfor the location entries.

• It is important to note that it is the location of the extension that matters - not the user. Userscan hot-desk between different extensions on the system and also use multiple simultaneousextension. Therefore it is the location of the extension from which the emergency call is madethat is used to determine the required ELIN to send.

• The details for each Location and its related ELIN must also be provided to the ALIDatabase provider servicing the PSAP. They do not need details of each extension.


IP Office Locations



Chapter 2: Emergency Calling DesignConsiderations

When working out the emergency call routing for a IP Office system, the following factors should beconsidered.

Related linksMoves and Changes on page 8UPS/Standby Power on page 9Automatic Power Fail Connections on page 9Trunk Types on page 10Testing Emergency Calling on page 10Routing Incoming Calls to ELIN Numbers on page 11Adding Additional Emergency Numbers on page 11Networked IP Office Systems on page 12

Moves and ChangesIf a system has been setup with Location entries, special care must be taken to ensure that theserecords are maintained throughout extension moves and changes. For example, patching of IPphone cabling in the IDF closet should not be done without notifying the person responsible formaintaining the location data (data switch port to jack location).If IP extensions have had their locations manually configured, users must not be permitted tomove the phones as they may inadvertently move into a different location. Best practices, includeMAC address tables on switches, or physical low cost cable management locks that prevent usersfrom unplugging cables.

Related linksEmergency Calling Design Considerations on page 8



UPS/Standby PowerSituations like fire or flood are exactly the times when a calls to the Emergency Services will occur.Therefore it is critical that all parts of the system are on protected power supplies. That includesthe PoE switches for IP extensions, intermediate switches and routers, the IP Office system andany lineplant for the trunks.As an added failsafe, analogue trunks are sometimes provisioned that can be used when there istotal failure of on-site power. These analog trunks can be connected to the PBX but must be onports supporting power-fail to suitable analogue extensions. In the event a 911 call is placed onthese trunks, the ANI/Caller ID of the trunk itself is used for the ELIN, and no manipulation of thatdata is possible.


Automatic Power Fail ConnectionsIP Office systems with analog trunk and analog extension ports can automatically connect some ofthose ports directly to each other when the system loses power. There are two types of analogextension power failure ports, see below.

In both cases these only work with loop-start analog trunks. Any phones connected to these portsshould be clearly labeled as power fail extensions in accordance with the appropriate national andlocal regulatory requirements.

Switched Power Failure PortsDuring normal system operation, these ports can be used for normal analog phone connection.During power failure, the ports connect directly to an analog trunk port.This type of power failure port is provided by the following cards:

• •IP500 Analog Phone 8 CardWhen an IP500 Analog Phone 8 base card is fitted with an IP500 Analog Trunk daughtercard, during power failure extension port 8 is connected to analog trunk port 12.

• •IP500 ATM Combination Card/IP500 ATM Combination Card V2On this card, during power failure, extension port 8 is connected to analog trunk port 12.

Emergency Only Power Failure PortsDuring normal system operation, these ports cannot be used. During power failure, the portsconnect directly to an analog trunk port.

• •IP500 Analog Trunk Daughter Card/IP500 Analog Trunk Daughter Card V2Regardless of the IP500 card hosting it, during power failure pins 4 and 5 of port 12 areconnected to pins 7 and 8.

UPS/Standby Power




Trunk TypesEmergency calls can be placed on all trunks supported on IP Office, including inter-PBX trunks forSCN/Tandem operation. Depending on the local requirements and the needs of the customerthere may be a preference for certain types.

• Analog Trunks- Analog trunks do not allow configuration of the Caller ID number sent on calls including

emergency calls.- In power-fail scenarios, some extensions can be connected directly to analog trunks. See

Automatic Power Fail Connections on page 9.• PRI Trunks

- PRI trunks usually allow configuration of the Caller ID number sent on calls though thisneeds confirming with the line provider.

- PRI trunks require the system and NTE equipment to be supported by suitable standbypower in order to maintain operation during power failure scenarios. See UPS/StandbyPower on page 9.

• SIP Trunks- The flexibility with which SIP trunks can be assigned between systems means you must be

strict in ensuring that any address details held by the line provider and emergency servicesare kept up to date.


Testing Emergency CallingAny installation should check the correct operation of emergency calls. This must be planned inadvance and with cooperation of the PSAP/Emergency Operators. Installers must not make callsto the emergency number without prior arrangement, as this may cause a diversion of vitalresources.It is inappropriate to simply call the number, hear the PSAP answer and quickly hang-up. That willlikely cause an unnecessary call back and possibly a visit from the Police/Emergency Services tofind out what is happening.In some locations, the PSAP may have a specific number for testing which is still routed to thePSAP call operators. If that is the case, add the specific test service number to the configurationused for the regular emergency call numbers.

Emergency Calling Design Considerations



Special care should be taken to monitor the CALLING NUMBER sent on PRI circuits to confirmthat what is being sent matches what is being received. In many cases, the carrier may modify theANI or Caller ID on 911 calls, but pass this information on normal calls.You should never assume the caller ID displayed on a normal call is the same caller ID seen on911 call. Not checking this simple fact may cause ‘false positives’ that will later become troublesshould the carrier change the configuration and stop modifying the ANI caller ID.


Routing Incoming Calls to ELIN NumbersAll ELIN numbers used for emergency calls by the system must also have a matching IncomingCall Route for return calls. If an emergency call is dropped, the PSAP emergency operator willattempt a callback.The routing for those calls should be to a suitable group of users rather than an individual user.For example, one which includes reception and any building security and maintenance and otherappropriate internal parties.There is limited value in attempting to return the call to the extension where the emergency calloriginated. There may be a number of reasons that the callback goes unanswered. If the caller isable to they will redial.


Adding Additional Emergency NumbersWhilst configuring and testing the correct routing of national emergency numbers is essential,consideration should also be given to any other numbers that might be dialed in an attempt tocontact the emergency services.

• At sites where there are frequent visitors from other countries, it might be desirable to addDial Emergency short codes for the usual emergency numbers for their home countries. Forexample, an American company with a lot of visiting staff from Europe should add 112 as anemergency number.

• At sites which use a dialing prefix for external calls, add Dial Emergency short codes foremergency numbers dialed with and without the external dialing prefix.

In all cases, the short codes should translate the digits sent to the PSTN to the correct nationalemergency number.


Routing Incoming Calls to ELIN Numbers



Networked IP Office SystemsIP Office systems that are in a network require special consideration. It is recommended that callrouting for such setups take into account the resilience/reliability of the links between systems.Where possible, emergency calls from a particular system on the network should use an externaltrunk on that system. This is advised even if it means providing a local trunk purely for emergencycalls.If emergency calls from one system are routed out on the trunks of another system, then correctlocation identification through sending of the correct ELIN for the original system is essential.


Emergency Calling Design Considerations



Chapter 3: Remote and Mobile Users

There are an increasing number of ways of operating that are outside the traditional physicalextension on a desk. These can present challenges to emergency location reporting;

Related linksRemote Extensions: NAT Traversal and VPN on page 13Telecommuter Mode Users on page 13Softphone Clients on page 14Cordless Phones (DECT, Wi-Fi) on page 14

Remote Extensions: NAT Traversal and VPNUsing various methods, IP phone users at a remote location can make and answer calls as if atthe main site. It is usually best to advise users of these phones to use a local landline or mobile/cellular phone for calls to emergency services, if required.The IP Office will route any emergency call and VPCs can be used to route calls to a specializedservice where the correct PSAP will be identified and the call routed appropriately.As previously mentioned (see Moves and Changes on page 8), it is vital that remote workers donot move their VPN/Remote phone without informing the person responsible for updating the VPCservice, or via an online Location Management Dashboard provided by the VPC.

Related linksRemote and Mobile Users on page 13

Telecommuter Mode UsersIP Office telecommuter functionality allows a user to (through either Avaya one-X Portal or mobilecall control) to use their local phone as if they have an extension on the PBX.For emergency calls, they should be briefed to use the local phone to directly call the emergencyservices.If an emergency call is routed to the IP Office, it is still dialed out following the system's emergencynumber configuration. However, location identification needs to be provided by a VPC or the



PSAP/Emergency Operator and any response could be significantly delayed if not provisionedproperly.


Softphone ClientsIf the client application is on a Smart Phone, the user should use the Smart Phone rather than theclient, in order to make an emergency call directly via the PSTN. For a soft client on a PC, it isrecommended this be used only if there is no local phone or Mobile/Cell phone available.If an emergency call is routed to the IP Office, it is still dialed out following the system's emergencynumber configuration. However, location identification needs to be provided by a VPC or thePSAP/Emergency Operator and any response could be significantly delayed if not provisionedproperly.


Cordless Phones (DECT, Wi-Fi)On site cordless systems such as DECT and wireless IP phones (Wi-Fi) may report the correctgeneral location based on the base station/access point providing coverage. However, despite thisit is recommended to consider grouping all cordless devices in a cordless Location in the IPOffice system configuration.This will avoid incorrect location information being delivered due to the nature of radio coverageoperating between floors or buildings. For example: If a user in building A has poor coverage fromtheir ‘local’ base station but clear line of sight to a base station in building B, their handset mayappear to be in building B.An additional step is to ensure that a separate ELIN is used for cordless devices and thedescriptor field for that ELIN in the ANI/ALI database clearly identifies that the device location isnot fixed. For example, a descriptor such as “WIRELESS USER – GET LOCATION” will promptthe emergency call receiver to ascertain the exact location information before dispatchingemergency responders.


Remote and Mobile Users



Chapter 4: On-Site Alerts

The IP Office system can provide details of emergency calls.

Related linksEmergency Call Indication on page 15System Alarm Output on page 15

Emergency Call IndicationIP Office R11.1 SP1 added support for a 911 View programmable button feature (known asEmergency View in some locales).

• A button set to this function indicates when an emergency call has been made from anyextension on the same system.- The button gives a ring and flashes when there is a connected emergency call in progress.- The button remains lit when there details of previous emergency calls in the system's

emergency call history.• Pressing the button displays details of connected emergency calls is progress (the first 10

such calls). After pressing the button, the History option displays details of any previouslyconnected emergency calls (the first 30 such calls) and allows deletion of those call details.

• Note that the button only shows emergency calls made from the system to which theextension is registered.

• The emergency call history for a system is shared by all users on the system. Updates to thehistory affect the details shown on all phones.

Related linksOn-Site Alerts on page 15

System Alarm OutputThe IP Office systems can be configured to generate a system alarm for any call attempt using aDial Emergency number. This includes emergency call attempts that fails for reasons such as nofree trunks.



Unlike the SMDR records2 the system outputs at the end of any call, system alarms are generatedimmediately a call is matched to a Dial Emergency short code. This is important as the PSAPemergency operator may stay on the line until the first responders arrive.System alarms can be sent to SNMP, syslog and or email. The alarm message is not intended fordirect use or readability by humans but intended for consumption by on-site notificationapplications, which typically offer a variety of features, for example;

• Email/IM/SMS/Pager alerts with escalation and acknowledgments• Location maps with additional information , for example hazardous material warnings• Emergency call alert displays for reception/security desks• Printing of alerts for physical archiving

The IP Office provides the following information in the alarm:• The location name• The number dialed by the caller• If connected, the called number and ELIN presented on the call. Otherwise, the reason for

failure• The extension's current logged in user, otherwise NoUser. For tandem calls, the Trunk ID

• The extension details and system ID plus:- For digital and analog extensions, the physical port details- For telecommuter and mobile call control users, the external phone number- For IP phones and softphone clients, the MAC & IP Address details

Related linksOn-Site Alerts on page 15

2 Emergency calls are still included in the system's SMDR call records if those are used for call reports.

On-Site Alerts



Chapter 5: Emergency Call ConfigurationExample

This section of the documentation provides an example of emergency call routing for a smallbusiness. It demonstrates how different aspects of IP Office system configuration can be used toachieve the solution required by the customer and to meet local emergency call requirements.

Related linksEmergency Call Configuration Example on page 17Emergency Call Fallback ARS on page 18The Default Outgoing Call Routing on page 19Location ARS Entries on page 20Create Locations on page 22Set the Default System Location on page 22Assigning Locations to Extensions on page 23Create a Hunt Group for Callback on page 24Callback Incoming Call Routing on page 24Enable a System Alarm on page 25Adding Alert Buttons on page 26Emergency Call Example Callflow on page 27

Emergency Call Configuration ExampleThis example assumes a small company. They occupy a site with two buildings and have anumber of users who move around the site using cordless phones.

• The company has a mix of phone types:- Wi-Fi Cordless phones on a 192.0.2.0/255.255.255.0 subnet.- Digital extensions.- The reception also has a analog emergency phone.

• The following DID numbers have been assigned as ELIN numbers:- Office Building: 650-555-0199- Workshop Building: 650-555-0198



- Cordless Phones: 650-555-0197• The following trunks are available:

- The customer uses a group of PRI trunks for most calls (Line Group ID 0).- The customer also has a few analog trunks (Line Group ID 1). During power-fail one of

those trunks is automatically connected to the analog emergency phone in reception.

ObjectivesThe objective agreed with the customer is to:

• Have outgoing emergency calls use the ELIN appropriate to building unless the phone iscordless.

• If those emergency calls cannot use the businesses normal PRI trunks for any reason, theyshould attempt to use an analog trunk.

• For PSAP callbacks to the ELIN numbers to be directed to an internal group of first-responders.

Related linksEmergency Call Configuration Example on page 17

Emergency Call Fallback ARSThe default and location specific ARS forms all attempt to use one of the PRI trunks in line group1 for emergency calls. However, if the no PRI channel is available for the call, Dial Emergencycalls can immediately use the ARS forms Alternate Route setting.The fallback ARS created for this uses short codes that route emergency calls to use one of thecustomer's analog lines (line group 1) if available. Since analog lines do not allow the sending ofspecific number, the short codes are simpler than those that are used for the PRI trunks. This mayresult in emergency responders being sent to the location registered in the ANI/ALI database forthe analog trunks.

Emergency Call Configuration Example




The Default Outgoing Call RoutingThe system has been initially setup using the default US locale configuration. That uses a 9Nshort code for all outgoing external calls. The short code removes the external dialing prefix 9 andpasses any following digits to an ARS entry (50: Main) for further short code matching againstthose following digits.

ARS 50 “Main” contains a number of short codes for routing the customers normal calls. Theseare configured to use the customers PRI trunks in line group 0.Amongst the short codes used for the routing of normal outgoing calls, this should contain DialEmergency short codes matching the user having dialed 911 or 9911.

The Default Outgoing Call Routing



For this customer scenario, actual emergency calls will be handled by separate ARS formsconfigured for a set of customer location. However, it is still possible in some cases that anemergency call may fail back to using the initial ARS that handled the call. Therefore, this ARS stillneeds to correctly route emergency calls.


Location ARS EntriesWe are going to create 3 Location entries for the customer site. Before doing that, we need toalso create an ARSfor each of those.The following is the ARS for the office building.




• The 2 short codes match users who have dialed either 911 or 9911 (remember the initial 9was stripped by the system short code that routed the call to ARS).

• The short codes route matching calls to whichever PRI trunk has an available channel byusing the line group containing the PRI trunks (line group 0).

• Since PRI trunk are being used, the short code character S can be used to set the Caller IDsent with the calls. So in this case, the ELIN number (650-555-0199) registered for the officebuilding is used.

• The forms Alternate Route is set to the previously created fallback ARS. For DialEmergency calls, this is used immediately if no PRI trunk channels are available (theAlternate Route Priority Level and Alternate Route Wait Time settings are ignored).

Similar ARS forms are also created for Workshop 911 and Cordless 911. These are configuredthe same except they set the caller ID number to 650-555-0198 and 650-555-0197 respectively.


Location ARS Entries



Create LocationsThe customer needs 3 Location entries. For each, the Emergency ARS settings sets which ARSform is used when an extension associated with the location makes an emergency call.

The Location form for the cordless phones differs slightly. It includes the details for the IP addressrange used by the cordless phones. That allows automatic association of those phones with thelocation rather than having to be assigned manually.


Set the Default System LocationIn order to use locations, the system must be associated with one of the Location entries. Thatacts as the default location for any extensions on the system not specifically configured with alocation.




In this case, the Office entry is used as this is where the reception desk is located. Thereceptionist can meet and direct the first responders if emergency call has been routed withoutlocation information.


Assigning Locations to ExtensionsFor each extension, the appropriate Location can now be selected.

• This should be done for all extensions, even if in the default location (the office building).• If required, the cordless extensions can have their Location set to Automatic rather than

specifically Cordless. When a location is required, the system will then look for a matchusing the phone's IP address.

Assigning Locations to Extensions




Create a Hunt Group for CallbackA single collective hunt group is created for callbacks from the emergency services. It contains thereceptionist, the emergency phone that is in the reception area and various managers.

The group is configured so that unanswered calls to it do not go to voicemail or any otherdestination.


Callback Incoming Call RoutingFor each of the registered emergency ELIN numbers, a matching Incoming Call Route iscreated. The following is the example for callbacks to the numbered registered to the officebuilding.




In each:• The Tag field indicates the probably reason for the call.• The destination is set to the emergency callback group.


Enable a System AlarmThough the System Events menu, the system is configured to report whenever a call using a DialEmergency short code is attempted.In this case, alarm reports are sent to both Syslog and to an email address.

Enable a System Alarm



The IP Office provides the following information in the alarm:• The location name• The number dialed by the caller• If connected, the called number and ELIN presented on the call. Otherwise, the reason for

failure• The extension's current logged in user, otherwise NoUser. For tandem calls, the Trunk ID

• The extension details and system ID plus:- For digital and analog extensions, the physical port details- For telecommuter and mobile call control users, the external phone number- For IP phones and softphone clients, the MAC & IP Address details


Adding Alert ButtonsIP Office R11.1 SP1 added support for a 911 View programmable button feature (known asEmergency View in some locales).




• A button set to this function indicates when an emergency call has been made from anyextension on the same system.- The button gives a ring and flashes when there is a connected emergency call in progress.- The button remains lit when there details of previous emergency calls in the system's

emergency call history.• Pressing the button displays details of connected emergency calls is progress (the first 10

such calls). After pressing the button, the History option displays details of any previouslyconnected emergency calls (the first 30 such calls) and allows deletion of those call details.

• Note that the button only shows emergency calls made from the system to which theextension is registered.

• The emergency call history for a system is shared by all users on the system. Updates to thehistory affect the details shown on all phones.


Emergency Call Example CallflowHaving configured the customer system in this example, an emergency call attempt is processedas follows:

1. An extension user in the workshop dials 911.

2. The leading 9 matches the 9N system short code used for all outgoing external calls. Thatshort code removes the leading 9 and passes the remaining digits to the ARS form50:Main for further matching.

3. The remaining digits dialed (11) match a Dial Emergency short code in the ARS form50:Main.

4. The match to a Dial Emergency short code causes the system to check whether theextension's associated Location has a specific Emergency ARS set.

5. It does, so matching for the digits 11 is transferred to the ARS configured for emergencycalls from the workshop location.

Emergency Call Example Callflow



6. The matching short code in that ARS sets the caller ID to 6505550198 and dials 911 onthe first available trunk in line group 0 (the customer's PRI trunks).• In no PRI trunk channel is available for the call, the call immediately switches to the

fallback ARS which matches the call to a short code using the trunks in line group 1 (thecustomer's analog trunks).

Alternate location processingIn the example above, the extension's Location determines the ARS used for its emergency calls.However, there are scenarios where that may differ:

• If the extension's Location is set to Automatic, the system searches for a Location whoseIP subnet settings match the extension's IP address.

• If the matched ARS short code cannot make the call because no trunk channels areavailable, the call is immediately sent to the Alternate Route specified by the ARS.

• If the extension's Location is blank or there is no match for automatic IP address matching,the system's Location setting is used.

• If the system's Location setting is blank, emergency calls use the routing applied by theoriginal Dial Emergency short code match.





Chapter 6: Resources

Documentation

Finding documents on the Avaya Support websiteProcedure

1. Go to https://support.avaya.com.

2. At the top of the screen, type your username and password and click Login.

3. Click Support by Product > Documents.

4. In Enter your Product Here, type the product name and then select the product from thelist.

5. In Choose Release, select the appropriate release number.

The Choose Release field is not available if there is only one release for the product.

6. In the Content Type filter, click a document type, or click Select All to see a list of allavailable documents.

For example, for user guides, click User Guides in the Content Type filter. The list onlydisplays the documents for the selected category.

7. Click Enter.

Training

Viewing Avaya Mentor videosAvaya Mentor videos provide technical content on how to install, configure, and troubleshootAvaya products.


https://support.avaya.com


About this taskVideos are available on the Avaya Support website, listed under the video document type, and onthe Avaya-run channel on YouTube.

• To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one ofthe following:

- In Search, type Avaya Mentor Videos, click Clear All and select Video in the ContentType.

- In Search, type the product name. On the Search Results page, click Clear All and selectVideo in the Content Type.

The Video content type is displayed only when videos are available for that product.

In the right pane, the page displays a list of available videos.

• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and doone of the following:

- Enter a key word or key words in the Search Channel to search for a specific product ortopic.

- Scroll down Playlists, and click a topic name to see the list of videos available for the topic.For example, Contact Centers.

Note:

Videos are not available for all products.

SupportGo to the Avaya Support website at https://support.avaya.com for the most up-to-datedocumentation, product notices, and knowledge articles. You can also search for release notes,downloads, and resolutions to issues. Use the online service request system to create a servicerequest. Chat with live agents to get answers to questions, or request an agent to connect you to asupport team if an issue requires additional expertise.

Related linksUsing the Avaya InSite Knowledge Base on page 30

Using the Avaya InSite Knowledge BaseThe Avaya InSite Knowledge Base is a web-based search engine that provides:

• Up-to-date troubleshooting procedures and technical tips

• Information about service packs

• Access to customer and technical documentation

Resources


https://support.avaya.com/

http://www.youtube.com/AvayaMentor

https://support.avaya.com


• Information about training and certification programs

• Links to other pertinent information

If you are an authorized Avaya Partner or a current Avaya customer with a support contract, youcan access the Knowledge Base without extra cost. You must have a login account and a validSold-To number.

Use the Avaya InSite Knowledge Base for any potential solutions to problems.

1. Go to http://www.avaya.com/support.2. Log on to the Avaya website with a valid Avaya user ID and password.

The system displays the Avaya Support page.3. Click Support by Product > Product-specific Support.4. In Enter Product Name, enter the product, and press Enter.

5. Select the product from the list, and select a release.6. Click the Technical Solutions tab to see articles.7. Select relevant articles.

Related linksSupport on page 30

Support


http://www.avaya.com/support


Index

Numerics112 ................................................................................... 4, 1150:Main ................................................................................ 19911 ......................................................................................... 4911 View ........................................................................ 15, 26999 ................................................................................... 4, 11

AAccess Point ........................................................................ 14Additional emergency numbers ............................................11Address matching ................................................................ 22Alarm ................................................................................... 25Alerts ..............................................................................15, 25ALI ......................................................................................... 4Analog

Power Fail Connection ................................................... 9Trunks ...........................................................................10

ARS ....................................................................................... 7Emergency ARS ........................................................... 22Fallback ........................................................................ 18Location specific ........................................................... 20

Automatic .............................................................................23Automatic Location Identification ........................................... 4Avaya support website .........................................................30

BBarring ................................................................................... 6Base Station ........................................................................ 14Button

911 View ................................................................. 15, 26Emergency View .....................................................15, 26

CCallback

Incoming Call Route ..................................................... 24Callback Calls ...................................................................... 11Callback group .....................................................................24Call Barring ............................................................................ 6Caller ID .................................................................................4Callflow ................................................................................ 27Call History .......................................................................... 26Changes ................................................................................ 8Configuration

Example ........................................................................17Location ........................................................................ 22

Cordless PhonesIP address matching .....................................................22

DDECT Phones ......................................................................14Default

Location ........................................................................ 22Definitions .............................................................................. 4Dial Emergency ..................................................................... 6Dial Short Code ................................................................... 19

EELIN .......................................................................................4

Callback Incoming Call Route ...................................... 24Email ....................................................................................25Email alarm ..........................................................................15Emergency ARS .................................................................. 22Emergency Call

Alerts ............................................................................ 15Callflow ......................................................................... 27Notification ....................................................................15System Alarm ............................................................... 15

Emergency CallsTesting .......................................................................... 10

Emergency Location Identification Number ........................... 4Emergency Response Location .............................................4Emergency Service Access ................................................... 4Emergency View ............................................................15, 26ERL ........................................................................................4ESA ........................................................................................4Example ...............................................................................17

Callflow ......................................................................... 27Extension

Emergency Call Indication ............................................15Location .................................................................... 7, 23Locked ............................................................................ 6Logged Off ......................................................................6Moves and Changes .......................................................8

ExtensionsRemote ......................................................................... 13

FFallback ARS ....................................................................... 18Foreign emergency numbers ............................................... 11

GGroup

Callback ........................................................................24



HHistory ..................................................................................26Hunt Group

Callback ........................................................................24

IIncoming Call Routing ..........................................................24Incoming calls from the emergency operator .......................11InSite Knowledge Base ........................................................30IP address matching ............................................................ 22

LLocation ............................................................................... 22

ARS .............................................................................. 20Automatic ......................................................................23Extension ......................................................................23System Location ........................................................... 22

Locations ............................................................................... 7Locked ................................................................................... 6Logged Off ............................................................................. 6

MMain ..................................................................................... 19Moves .................................................................................... 8

NNAT Traversal ...................................................................... 13NET ........................................................................................4Networked systems ............................................................. 12Network Terminating Equipment ............................................4Notification ....................................................................... 4, 15Notifications ......................................................................... 25NoUser ...................................................................................6

OOn-Site Alerts ...................................................................... 15On-Site Notification ................................................................4OSN ....................................................................................... 4

PPhone

Locked ............................................................................ 6Logged Off ......................................................................6

PowerAnalog Connections ....................................................... 9Standby Power ............................................................... 9

Power Failure .........................................................................9PRI

Trunks ...........................................................................10

PSAP ..................................................................................... 4PSAP Callback .....................................................................11Public Safety Answer Point ....................................................4

SSCN ..................................................................................... 12Server Edition network .........................................................12Short Code

Default .......................................................................... 19Dial ............................................................................... 19Dial Emergency .............................................................. 6

SIPTrunks ...........................................................................10

Small Community Network .................................................. 12Smart phone applications .................................................... 14SNMP .................................................................................. 25SNMP alarm ........................................................................ 15Softphones ...........................................................................14Standby Power ...................................................................... 9support .................................................................................30Syslog .................................................................................. 25Syslog alarm ........................................................................ 15System

Location ........................................................................ 22System Alarm ...................................................................... 15System Alarms .....................................................................25System Events .....................................................................25

TTelecommuter ...................................................................... 13Telephony client applications ............................................... 14Terms ..................................................................................... 4Testing ................................................................................. 10Trunks

Analog Power Fail Connection ....................................... 9Trunk Types .................................................................. 10

UUPS ....................................................................................... 9User

Location .......................................................................... 7Telecommuter ............................................................... 13

UsersRemote ......................................................................... 13

Vvideos .................................................................................. 29Voice Positioning Carrier ....................................................... 4VPC ....................................................................................... 4VPN ..................................................................................... 13

Index



WWi-Fi Phones ....................................................................... 14

Index

