Outbound 911 with 911 ETC - caller ID not correct

[gntsfan8690]

I have a customer with an IP500v2 at 9.1.7 that has about 14 small, remote locations in different cities and states containing IP sets that register back to it. These sites are dialing out dual PRI's on the 500v2. We are partnering with 911 ETC so that these remote locations' 911 calls route to the proper PSAP, and sends the correct address information. Our problem is on 911, the call doesn't seem to be using the 911 dial string we set up in ARS.

We are finding that when the user dials 911, the IP Office is using the ARS entry for long distance, non emergency calls that sends a site's published main number, and not the 911 code in ARS that is set up to send a unique "E911 DID" that on a call back rings live phones instead of an auto attendant. What's interesting about this is, we have to set up 911 to actually call a long distance number to a 911 ETC server, and based on the caller ID we send with the call, they will route the call to the local PSAP as long as it matches the database we put together with them.

When we did a "933" test that sends the call to a different number on the IVR that is for pre-testing, results were 100%. An example of the three entries in ARS:

Code: 911 / TN: <911 ETC IVR #>si<E911 DID> / Feature: Dial Emergency / Line Group: 1
Code: 1XXXXXXXXXX / TN: 1Nsi<Main #> / Feature: Dial 3k1 / Line Group: 1
Code: 933; / TN: <911 ETC TEST IVR #>si<E911 DID> / Feature: Dial 3k1 / Line Group: 1

Could this problem be because we are using Dial Emergency as our feature on 911, since that's the only difference? Any cons against changing this to Dial or Dial 3k1, outside of the obvious that we lose the SSA alarm on an emergency call?

 

[amriddle01]

You can still use the dial emeregency in the system shortcode, then use 3k1 in ARS

 

[gntsfan8690]

This customer had me remove straight 911 capability from most of the sites, which are in a state that hasn't adopted Cari's Law. I've got it in writing from them to do this.
So, they need to dial 9, then 911 at most sites, in order to call emergency.

I am controlling outbound calls via 9N short code in different User Rights; would a 9911 "dial emergency" short code in each be possible, where I then send 911 to the ARS table? Didn't know if that would conflict with the 9N short code, plus I think when you select a Dial Emergency short code it forces you to have the call go straight out the PRI line group, not an ARS table.

If I can get away with a 9911 short code in each UR, maybe a 9911 / TN: <911 ETC IVR #>si<E911 DID> / Feature: Dial Emergency / Line Group: 1 set up in each could work, so it never touches the ARS and get confused?

 

[Greybeard191]

Here's my suggestion, particularly given that the customer is in different states... likely with E911 calls that should be routed to unique E911 centers/PSAPs. Sending the "right" number, over a PRI that is E911 area "A" won't help you if the number sent belongs in E911 for Area "h".

For each remote office order a single VOIP business line that will run over the internet for that site. Validate that E911 calls show correct addresses when E911 is called.

Move the VOIP equipment to the IP500V2 site, and attach to analog trunks (you will likely need to add equipment for this... analog trunk 16 module?)

Create 14 Locations in IP500, each one using a unique E911 ARS, each unique ARS targeting the correct line group number to get to the right line for the right office. Assign the Locations as required to the correct sets under extensions.

Fixed.

GB

 

[rdoubrava]

Does your service provider support E911?

 

[gntsfan8690]

That probably would have been easier, but before that could come up in the implementation discussions with their provider, the sales rep had already put the 911 ETC solution into play.