# About Emergency Services

IMPORTANT: The information presented here is specific to the 911 emergency networks operating in Canada and the United States. Many of the concepts discussed are adaptable to other locations. Please consult your local telephony carrier for guidance on implementing emergency call functionality for your installation.

Mitel assumes you are familiar with the generic 911 functionality available to residential PSTN users in North America. Knowledge of residential 911 is fundamental to understanding how 911 works in non-residential applications. For more information on the subject, refer to the following URL for the current state of E911 services in North America:

http://www.nena.org/?page=Standards

With Emergency Services support, when an emergency number is dialed, a Customer Emergency Services ID (CESID) is sent from the system to the Public Safety Answering Point (PSAP). The CESID is used as a key in the Automatic Location Information (ALI) database. The ALI database displays the precise location of the caller, as well as emergency services information identifying the proper medical, fire, or law enforcement agency for the location. It is important to ensure that you communicate all CESID changes to the ALI database (see Coordinating CESID with the ALI Database).

Different state or provincial regulations may govern the CESID requirements at your location. Some require a unique CESID for every telephone, and others allow shared CESID if the telephone users are within sight of one another. One dialable directory number is required for each CESID.

The network environment must have all Layer 2 (L2) switches configured for Cisco Discovery Protocol (CDP), Spanning Tree Protocol (STP), or both . The system performs automatic CESID updating (using the selected L2 Connectivity Detection Protocol) for IP devices that are moved to a known location. CESID Logs and CESID Alarms record all CESID-related activity on the system.

Appropriate trunk availability must be maintained for emergency services calls.

Any ARS string can be flagged as an Emergency Services number; commonly used numbers are 911 and 999. Ensure all combinations of the Emergency Services number are programmed appropriately in ARS. For example, if the Emergency Services number is 911 and some users may dial a leading digit (9) to access an outgoing line before dialing 911, program both 911 and 9-911.

The Emergency Services feature consists of the following:

- (Required) CESID support.

- Sending alarms as Local Notification of emergency calls to an attendant console or a display set, where an attendant or set user can view alarm details and clear alarms.

- Sending emergency response notification to:

- Mitel Emergency Response Adviser. For information about this product, refer to the Emergency Response Adviser documentation.

- Mitel Performance Analytics (MPA). For information about this product, refer to the Mitel Performance Analytics documentation.

- Mitel Revolution. For more about this product, refer to the Revolution documentation.

## Location Based Call Routing

The Location Based Call Routing feature allows you to program the system to route emergency calls to services local to the device from which the user dials. For example, when a Chicago-based Hot Desk user logs into a device in New York and dials 911, the system routes the call to the New York Public Safety Answering Point (PSAP), not the Chicago PSAP.

Related Topics

- Emergency Services - CESID Support Description

- Emergency Services - Local Notification Description

- Emergency Services - ER Adviser Notification Description

- Mass Audio Notification