# Emergency Services - ER Adviser Notification Conditions

WARNING: MiVoice Business 6.0 supports CESIDs up to 12 digits in length. This may have safety (and legal) implications in networks of older releases which only support 10-digit CESIDs. If you plan to use the longer CESIDs, you are strongly advised to upgrade the entire network to support the longer CESIDs first. Failure to do so could lead to emergency calls having incorrect CESID information in certain cases. For example, consider a hot desk user who is provisioned on a MiVoice Business system that uses 12-digit CESIDs who then logs in using a DN on a 10-digit MiVoice Business system. Because a hot desk DN uses the CESID assigned to the registration (login) DN for emergency call purposes, such calls will contain an incorrect CESID: instead of 12 digits, it will have only 10 (the last two are truncated) and the emergency route preference used will be "Through System Only," although the registration DN preference may be something else. The same scenario applies to resilient devices. Both the primary and secondary MiVoice Business system should be upgraded to avoid mismatched CESID lengths under failover/failback conditions.

## General

- ER Adviser Release 6.0 SP1 and earlier support CESIDs up to ten digits in length. An upgrade to a later release is required to support the longer CESIDs introduced in MCD 6.0.

- The system can be programmed to send emergency response notifications (ERN) to one Emergency Response Adviser only.

- Multiple emergency calls can result in multiple emergency call notifications being sent to ER Adviser.

- After five minutes of receiving no acknowledgement from ER Adviser of any ERN SNMP Traps, the retry intervals for multiple emergency call notifications are combined and sent at intervals of 60 seconds until an acknowledgement is received from ER Adviser. At this point, each retry interval is once again determined by the number of retries attempted.

- In-progress, unacknowledged emergency call trap notifications are not preserved during a reset.

- The system applies digit modification to the dialed digits that are reported to ER Adviser.

- The ER Advisor Notification is lost upon a system reboot.

- The ER TRAP is generated only by the sets connected to the primary controller in a cluster.

## Resiliency

- While a resilient device is in service on its secondary MiVoice Business system, emergency response notification is fully supported by the SNMP agent on that system, for emergency calls made on that system. The secondary MiVoice Business system must be programmed to sent ERN to ER Adviser. The SNMP Trap does not provide indication that the caller's device is in service on its secondary system. Note that on a resilient system, there is no provision for resilient SNMP Trap generation during failover. The SNMP agent that provided SNMP Traps to SNMP Managers also loses service when the MiVoice Business system loses service.

## Internal Answering Points as Emergency Call Responders

DID and station-to-station calls generate SNMP traps for ER Adviser when

- the answering point is the pilot number of an 'Emergency Response' type ring group.

- the pilot number is designated as an emergency call responder in ER Adviser.

NOTE: Emergency Response ring groups can contain local, resilient, and remote members.

Traps to such ring groups are generated for

- calls over IP trunks and PSTN trunks.

NOTE: Caller information includes CESID for calls received over IP trunks that are provisioned as emergency routes only. Calls routed over an emergency route from another MiVoice Business system generate traps on each system. No CESID is provided in traps generated for calls over PSTN trunks.

- calls diverted (forwarded/rerouted) from a member of one Emergency Response ring group to the pilot number of another Emergency Response ring group.

- calls transferred from an Emergency Response ring group to the pilot number of another Emergency Response ring group.

- calls that overflow
  When overflow occurs in a call centre environment, calls will overflow from one group or site to another. More specifically, Intraflow occurs when calls flow between agent groups and Interflow is when calls flow out of the ACD to another site. from an Emergency Response ring group to the pilot number of another Emergency Response ring group.

- calls arriving when all ring group members are busy or absent.

No traps are generated for

- calls diverted, transferred, or overflowing between Emergency Response ring group members.

- calls from an External Hot Desk User.

Related Topics

- Emergency Services - ER Adviser Notification Description

- Emergency Services - ER Application Notification Programming

- Emergency Services - ER Adviser Notification Operation