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  • 1.  Emergency Address when working remotely - for BYOC Premises

    Posted 04-07-2022 18:27
    No replies, thread closed.
    "Set your Emergency Address when working remotely" was released on 4/6/2022. 
    It begins with: "Genesys Cloud Voice supports Ray Baum's Act by allowing you to specify your remote address as your emergency address".

    Question 1: Does Emergency Address only work with Genesys Cloud Voice?

    We are a BYOC (Bring Your Own Carrier) Premises customer, and so far the remote address feature does not work work us.
    • When I enter my remote Emergency Address, it does not save.
    • A popup shows, "Primary Number does not support enhanced location services".
    • Below the dial-pad, it displays, "Editable emergency address not applicable for selected primary number".
    • Each user has a unique 10-digit DID telephone number that's routed through our carrier.
    Question 2: If Emergency Address does not work for us, is there an option to display below the dial-pad: "911 Warning! Be prepared to provide your address and physical location if you call 911" -- instead of "Editable emergency address not applicable for selected primary number"?

    Thank you,
    #Telephony

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    Kun Jin Rhee

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  • 2.  RE: Emergency Address when working remotely - for BYOC Premises

    Posted 04-10-2022 23:06
    No replies, thread closed.
    You are correct.  The Kari's Law and WFH e.911 stuff is all for Genesys Cloud Voice.  You can wait for Hybrid support and add GCV to your ORG and use GCV just for 911 or go with a 911 service from Bandwidth, Intrado, RedSky, or others.  I suggest Bandwidth.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Emergency Address when working remotely - for BYOC Premises

    Posted 04-12-2022 11:28
    No replies, thread closed.
    Robert, thanks for your reply!

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    Kun Jin Rhee
    LifeCare Assurance Company
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    Original Message


  • 4.  RE: Emergency Address when working remotely - for BYOC Premises

    Posted 04-12-2022 13:56
    No replies, thread closed.
    We just found this was only for Genesys Cloud Voice as well and not BYOC. We are already using Sentry 911 as a vendor and as long as each user has a DID, all they need to do for Sentry is just verify the address that they are working from each day. We have users who are full remote as well as hybrid and Sentry will be able to easily provide us with 911 capability. Highly recommended.

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    Seean Weaver
    MAPFRE USA - Telecom Analyst
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    Original Message


  • 5.  RE: Emergency Address when working remotely - for BYOC Premises

    Posted 04-12-2022 19:09
    No replies, thread closed.
    Seean, thank you for the information on Sentry 911.

    An option to display "911 Warning! Be prepared to provide your address and physical location if you call 911" or a different canned message will still be needed within the GC UI. This is because "Editable emergency address not applicable for selected primary number", which is confusing and impractical, will continue to remain.

    I submitted this to the Idea Lab: https://genesyscloud.ideas.aha.io/ideas/TEL-I-323



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    Kun Jin Rhee
    LifeCare Assurance Company
    ------------------------------

    Original Message


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