Emergency Call Handling on the MXEmergency Call Handling on the MX
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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
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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
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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)
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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
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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
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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
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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)
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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
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Example – Dividing a workspaceExample – Dividing a workspace
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Locations Correspond to IP RangesLocations Correspond to IP Ranges
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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
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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
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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
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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
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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
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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