Configuring E911 Calls

This chapter provides information on the necessary configurations to ensure that the E911 solution can successfully determine the physical location of a registered user during an emergency call. Once the exact location is identified, the E911 solution routes the E911 call to the appropriate Public Safety Answering Point (PSAP) and notifies security personnel.

E911 Solutions must comply with E911 legislation. The Federal Communications Commission (FCC) developed Kari's Law and the RAY BAUM's Act, which comprise a set of rules and regulations that specify direct dialing, notification, and dispatchable location minimum requirements for all Multi-line Telephone System (MLTS) platforms. All organizations across the US must comply with both Kari's Law and the RAY BAUM's Act.

MX-ONE, as a Multi-line Telephone System (MLTS), implements Section 506 of RAY BAUM Act and Kari´s Law support in conjunction with third-party Next Generation of 911 emergency services providers in the USA.

For MX-ONE, we have the following device categories:

Fixed MLTS Devices. For example, Analog Devices TDM devices (Analog Devices, Digital Devices, and Integrated DECT).
Non-Fixed MLTS devices. For example, IP Devices, SIP Devices, softphones, all teleworkers, and so on.

To fully support the requirements above, MX-ONE is integrated with Intrado in USA and with Redsky in USA and Canada. A valid service agreement with either RedSky or Intrado is necessary for the E911 Solution.

Note: Mitel does not provide this service agreement directly. To support local notifications compliant with Kari's law compliant, the solution will use the E911 Provider's notification application.

RedSky and Intrado use SIP trunks to route E911 calls to the appropriate Public Safety Answering Points (PSAPs) based on the civic address. Both providers pass callback information from the call-server to enable the PSTN to route the call back from the PSAP to the specified callback number.

Note: Intrado also offers a function called Extension bind for non-DID numbers. This function, when enabled, assigns a temporary valid Direct Inward Dialing (DID) callback number for the extension number (non 10-digits number) that made the 911 call. In this case, if the call gets disconnected the Emergency Response Team can call back the person that called the Emergency Service.

Emergency Call Flow

Emergency calls are only supported by the Zoom desktop client. If you attempt to place an emergency call from the Zoom mobile client, the call will automatically be redirected to the mobile cellular network.

Additionally, the emergency location is provided by RedSky. The process for retrieving the emergency location is as follows:

When a user logs into the Zoom desktop client, Zoom sends a request to CloudLink.
CloudLink, using the Emergency Provider information, forwards the request to emergency provider to retrieve the user's emergency location.

For MX-ONE Voice Emergency Calling information, refer to MX-ONE administrator guide.

For CloudLink Emergency configurations, refer to Configuring the PBX system Settings settings section (Steps 5 to 6).

To complete the Mitel MiVoice MX-ONE and MBG SBC configurations required for an Emergency Solution, please refer the MX-ONE administrator guide.

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