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Emergency Alerting Overview

Emergency Alerting must be set up properly to ensure that the Public Safety Answering Point (PSAP) receives the correct location of a 911 caller.

Before you begin configuring emergency numbers, you should understand how emergency calls are routed. Each user extension is assigned to a Site and Emergency Response Location (ERL) zone within that Site, based on their physical location within your organization. An ERL zone is an easily identifiable sub-location that emergency responders can be directed to when the emergency number is dialed.

Typically, each zone is assigned a unique 10-digit public telephone Emergency Location Identification Number (ELIN) that can be used by the 911 call taker as a callback number (in case the caller is disconnected), and also as a reference for first responders to the physical location of the caller. This number is provided as the caller’s outbound caller ID when the emergency number is dialed. Non-emergency calls are routed, based on the dialed number and least cost routing rules (independent of caller location); emergency numbers are always routed, based on the location of the calling extension.

What happens when the emergency number is dialed

When the emergency number (typically ‘911’) is dialed by an extension:

  1. The extension’s Site and ERL zone are determined.
  2. The call is routed to a local carrier or local internal destination, based on the extension’s site. The caller’s name and the ELIN for their ERL zone are provided as caller ID information with the call. The PSAP uses the ELIN to look up the caller’s location in their database.
  3. Pre-designated Notifyees for each ERL zone are alerted to the emergency call with information about the caller and location of the ERL zone. This information can be provided via PC screen pop-ups, email, or text messages, and may also include a recording of the call after it is has ended.
  4. If the extension is not assigned to an ERL zone, the DEFAULT ROUTE for the Emergency Number will be used. The extension’s Outbound Caller ID (defined in the User’s Call Routing screen will be provided as caller ID information with the call.

What happens when the emergency number is dialed

We recommend creating ERL zones that are subsections of your physical building or campus. Every organization is unique, and you should determine how to best configure ERL zones for your particular situation. However, we recommend the following:

You must also coordinate with your local telephone service provider to ensure that the correct location information for each ELIN is recorded in the PSAP database. The Teo UC System does not provide this information to the PSAP; it is your responsibility to make sure the PSAP database information is accurate.

See also