# Emergency Services - Emergency Response (ER) Adviser Notification Description

## Description

MiVoice Business can be configured to send emergency response notification (ERN) of emergency calls to one Mitel Emergency Response Adviser (ER Adviser). The ER Adviser can escalate the severity of an emergency call by notifying interested parties that an emergency call has been placed. ER Adviser interacts with the PSAP for CESID information and also keeps itself and the PSAP up-to-date with CESID details.

ER Adviser is notified of an emergency call at the same time as emergency staff with designated consoles and/or devices receive local notification of emergency calls (if programmed).

### SNMP Trap Generation and Acknowledgement

MiVoice Business uses SNMP trap notifications to notify ER Adviser of an emergency call. In order for the system to send SNMP traps to ER Adviser, one of the following conditions must be met:

- the call route taken must be designated as "E" (emergency) in the ARS Routes form. You designate this emergency route type as part of the CESID programming that must be completed to support the Emergency Services feature.

- the DN of the answering point must map to an emergency Call Type provisioned in ER Adviser. Call Types are used to flag calls to a security desk, a nurses station (for 'code blue' alerts) or other internal numbers. See Conditions for more information on provisioning Call Types DNs.

The SNMP agent will continue to attempt notification even after the emergency call is terminated. Due to the retry mechanism, ER Adviser may receive notification after the emergency call is completed. ER Adviser sends acknowledgement of the notification to the MiVoice Business system using an SNMP-Set Acknowledgement.

Upon initiation of an emergency call on the system, MiVoice Business sends an ERN SNMP Trap to ER Adviser (if programmed) and expects an SNMP-Set Acknowledgement from ER Adviser. If no Acknowledgement is received on a trap instance within approximately 0.5 seconds, the SNMP agent resends the ERN SNMP Trap and continues to wait for an SNMP-Set Acknowledgement. For each additional retry, the interval is doubled until the maximum interval of 60 seconds is reached. MiVoice Business continues to retry until it receives an acknowledgement from ER Adviser or two hours has elapsed after the initial Trap is sent. MiVoice Business generates a log when it receives an acknowledgement from ER Adviser and also if it does not receive acknowledgement after the maximum number of notification retries (see Logs).

NOTE: If multiple emergency calls have been placed, multiple ERN SNMP Traps may be sent to ER Adviser. If ER Adviser has not acknowledged any ERN SNMP Traps for five minutes, the retry intervals are combined and determined by the shortest interval of all existing ERN SNMP Trap retries (which, at this point, would be 60 seconds). Once ER Adviser acknowledges an ERN SNMP Trap, the retry interval returns to being determined by the number of retries attempted.

MiVoice Business sends the following information in the ERN SNMP Trap to ER Adviser:

- System Identifier
  Helps to uniquely identify the system responding to the emergency call. This is the name or the responding system as configured in the SNMP Configuration form.

- IP Address of the PBX Node
  The IP address of the RTC.

- ERN Sequence Number
  An incrementing number from 1, used for correlating the retry logs.

- ERN Call Type
  Indicates that the call is an emergency call.

- Detect Date & Time
  The date and time (with seconds) that the emergency call was initiated. This information matches the date and time in the SMDR record; however the SMDR record does not include the seconds. If the clock cannot be read, this field contains asterisks.

- Caller's Digits
  The DN of the device used to place the emergency call. These digits correspond to the ANI digits that are provided to the PSAP. In the case of a hot desk user that is currently logged in to a hot desk device on the system, these digits are the hot-desk user's DN (mobile DN)—not those of the device itself (registration DN). However, if the device is designated as a Hot Desking device but no user is logged in, these digits are the DN of the device (registration DN). Under most circumstances, the caller's digits are the same as those that appear in the calling party field of the SMDR record (when SMDR is enabled); however, if an ACD Agent is logged in, the ANI provided to the network and the caller's digits provided in the ER notification represent the DN of the device while the SMDR record identifies the agent ID.

- Caller's PNI
  The Primary Node ID for the caller (if applicable).

- CESID
  The CESID that can be programmed in one of the following forms: CESID Assignment form (for the Directory Number), L2 to CESID Mapping form (for a device from which the emergency call is placed), Network Zones form (for a zone from which an emergency call was placed), or Default CESID form (for the whole system). Depending on the configuration of the PBX and the type of device that is making the emergency call, these fields may not have a value.

NOTE: In a network configuration, for the caller's CESID to be included in the log, the call must come across an emergency route before arriving at the Emergency Ring Group. In the absence of CESID from the caller (either the call has not come over an emergency route or the CESID is not programmed), the Emergency Ring Group's local CESID is displayed in the log.

- Dialed Digits
  The digits that are outpulsed on the outgoing trunk after digit modification has been performed. For example, when a caller dials "911", the digits reported in this field are "911". After the SNMP emergency notification trap is generated, the SMDR record can be used to determine the actual destination digits.

- Registration DN (Hot Desking device only)
  If a hot desk user is logged in to a hot desk device and has placed an emergency call from the device, then this field contains the associated Registration DN (of the device the user is logged in to). This field is not provided when a log-in is not active on the device.

### Logs

- Logs are generated to indicate the success and/or failure of notification being sent to ER Adviser.

- A maintenance log is generated only after the first 3 attempts to send an ERN SNMP Trap have failed.

- When MiVoice Business reaches its maximum emergency notification retries to ER Adviser, it generates an error log. This log is generated up to 2.5 hours after the system sends the initial ERN SNMP Trap.

### Alarms

No alarms are generated for ER Adviser notification activities.

Related Topics

- Emergency Services - ER Adviser Notification Conditions

- Emergency Services - ER Application Notification Programming

- Emergency Services - ER Adviser Notification Operation

- Emergency Services Description