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E911 Regulations

Enhanced 911 (E911) is an enhanced version of 911 system used in the US for calls seeking emergency assistance such as police, fire, and ambulance services. E911 is regulated by the following laws:

• Kari’s Law: requires the direct dialing of 911 be enabled without having to dial a prefix to reach an outside line. Kari’s Law also directs the FCC to develop necessary 911 calling regulations for the multi-line telephone systems (MLTS) that are commonly used for communications services in buildings, like hotels, hospitals, and most office campuses. When a 911 call is placed from an MLTS, a notification must be sent to on-site personnel, alerting them to the emergency. The notifications to the appropriate contact can take the form of phone calls, visual alerts on a monitor, audible alarms, text messages, and/or emails

• RAY BAUM’S Act (Repack Airwaves Yielding Better Access for Users of Modern Services Act): requires a dispatchable location (defined as: “the street address of the calling party, and additional information such as room number, or similar information necessary to adequately identify the location of the calling party”) of any 911 call to be sent to a Public Safety Answering Point (PSAP). This would allow 911 call centers to receive the automatic location information of the caller, and dispatch to emergency responders more quickly

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Check the Blog Post: https://blog.wildix.com/E911-regulations-what-MSPs-need-to-know.

Wildix Requirements

To comply with E911 Regulations, there are several requirements:

1. Provide geolocation data per each hardware device to Wildix  

• Download a sample form E911 compliance form - SAMPLE.xlsx
• Fill out the form with the data about your customer and their devices:

  • End User Data:

    • Company Name/ User Name

    • Callback Number
      

      Note
      Note: Starting from August 2022, it is possible to set up multiple Callback Numbers Numbers. The callback number in case of 911 call will be the number that is making the call.

      
      

  • Devices Data for WP desk phones, WelcomeConsoles, WorkForces, FXS gateways:

    • Serial Number (MAC address) 
      

      Note
      Note: For FXS gateways, Serial Number should contain port in format MAC0X, where X is the port number. Example: 9F34154GD01, where 01 is Port 1.

      
      

    • Street Number 

    • Street Name 
    • Address Line 2
    • ZIP/ Postal Code
• Open a customer care ticket via WMP: select the topic "CLASSOUND" - "General question", subject: e911 compliance (check How to open a customer care ticket for detailed description)

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• Make sure that Country Code set up in WMS Settings -> PBX -> Language & region is +1 (US/ Canada) or user's office number has the prefix +1

4. Allow geolocation for web calls

• Important for Collaboration and x-bees! Geolocation must be enabled in the browser, otherwise outgoing non-emergency calls via Collaboration will be blocked (emergency calls cannot be blocked, so make sure users enable geolocation)

E911 Call Flow

When you dial 911 from any Wildix device, your call with your phone number and address is automatically routed to a PSAP, which then dispatch a local emergency responder to the address you provided as your location. 

When a you place a call from Collaboration Mobile App, the call is always sent to the local network operator via the native dialer.

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