Emergency alerts - need to know name of person calling 999 / 911 etc

[PreviouslyAsterisk]

I need to find a sensible way of alerting reception staff that somoene has called an emergency number. If the emergency operator returns the call, reception staff will have no idea who called. If an ambulance turns up to the building, it is possible nobody will know who this is for (if someone dials 999 to say they're having a heart attack, from their private office, nobody else may even know)

However, I cannot change the system email address to the receptionists, because then they'll receive a lot of other notifications, which I need to receive.

(and no, I don't want a sales pitch from VOIP Tools - we use Linux)

 

[Saqqara]

Currently the email will go to the Email address for notifications, there is no way of changing this.

Could you setup a email client rule to forward the emergency email to reception email based upon the subject line. You can get the subject line Settings -> Email Settings - Email Templates

 

[SMF Media]

I am also looking for this. I thought about setting up a forwarding rule based on subject but there are so many people that I need to notify. You are correct VoipTools has a solution but only for 15.5 Windows installations. They are not producing linux or v16 fast enough. I had strongly considered them and even offered several times to beta test but it looks like it is low on the priority list. I do like the fact that the voiptools solution can notify people based on the extension that dialed the emergency number so you can notify the people who need to know and not everyone in the organization. I have several buildings on one system. Safety people in Building A don't need to know someone in Building B called an emergency number. It would be great if 3CX would strip out that notification from all of the others. If a trunk goes down then a vendor or local IT staff should be notified. They are not necessarily concerned with building/campus safety.

 

[leejor]

I'm assuming that you don't have the ability to send the DID number caller ID, rather than the main trunk number.

 

[SMF Media]

If you are in the US, you will have to comply with a number of new 911 rules starting early next year. You will need to make it so that the PSAP can dial back and reach the person who called, period. This might mean a 911 enabled DID per phone, or perhaps a ring-all strategy for a specific 911 DID. (We've done that strategy for a few small offices.) You must also provide a very specific location that a first responder can reach WITHOUT HELP. If the premises are larger than 7500 square feet, the location must be specific so you will need a separate 911 DID for different parts of the building, at minimum. If a location is locked up, then the system must notify "facilities management personnel" that there was a 911 call so they can meet first responders at the main entry.

This is all stuff 3CX will need to comply with and the vendors/customers will need to implement.

Carlos,
Do you have a link to that information? FCC page???

 

[SMF Media]

Since VoIP Tools works on Linux, I'm not sure what that means. But are you saying they have a tool that would help with this 911 challenge?

The 911 Notifier does not work on Linux yet and only works for Version 15.5 Windows installs as of today.

 

[craigreilly]

Thank you @Carlos Alvarez for this write-up.

It sounds like within 3cx that each extension will need a DID and a 911 DID assigned...

I want their normal calls to show the main office number (the receptionist - yes, we still have one)...
but calls to 911 I need to show in a different location - we have 3 phones at the South Entrance area, 2 at North, 1 at West, etc. All 3 phones at the South Entrance should send the same 911 Caller ID - which is different than their main Caller ID.

 

[leejor]

Since (from the original post), they are dialling 999 for emergency services, we have to assume they are not located in the US 9(or North America), so while most of the points listed, make sense, they may not (all?) be a legal requirement where the member is located. (I'm assuming the UK).
Using a DID number, as caller ID, from each extension, would be ideal, but many providers 9as we all know), don't allow this.

 

[craigreilly]

Since 3cx is global... 3cx will need to be able to support this... it is indeed good practice for all countries.

Kari's Law is a no brainer... I still see many hotels advertise "For emergency dial 9911"

 

[craigreilly]

I just retested my 911 address - "933 on Flowroute" - all systems go.
Should be a yearly safety check - like checking batteries in smoke alarms