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How does PureCloud Voice handle 911 or other emergency numbers?

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  • 1.  How does PureCloud Voice handle 911 or other emergency numbers?

    Posted 10-18-2016 20:20
    No replies, thread closed.


  • 2.  RE: How does PureCloud Voice handle 911 or other emergency numbers?

    Posted 10-19-2016 17:48
    No replies, thread closed.

    Currently PureCloud Voice is available US and Canada for consumption.  Customers are provided the ability to define their Emergency Response Location also known as ERL which can be mapped to specific location identification numbers.  These also include mapping individual DID (Direct Inward Dial) numbers to the ERL.

    PureCloud Voice uses the Intrado (3rd party) service for 911/emergency communications.

    Additional recommendations for labeling phones and Emergency dialing information can be found at these links:

    https://help.mypurecloud.com/articles/purecloud-voice-emergency-dialing-terms-and-conditions/

    https://help.mypurecloud.com/articles/purecloud-voice-services-equipment-labels/



  • 3.  RE: How does PureCloud Voice handle 911 or other emergency numbers?

    Posted 10-19-2016 18:55
    No replies, thread closed.

    To add to @Abi Chandra 's great response, for US and Canadian customers, the ERL will be the location address associated with the organization's default site. The location's address will be validated when selected to be the default site's location.

     

    In order to purchase PureCloud Voice (PC Voice) Direct Inward Dial (DID) numbers, a default site with a valid location must exist in the organization. On DID number purchase, the DID number/default site address pairing is registered through Intrado (3rd party)  into an emergency communications database used to appropriately route calls to local emergency call centers. This will ensure that all 911 calls are sent to the appropriate local call center based on the DID number/address pairing stored in the emergency communications database.

     

    In the event that a DID number/address pairing does not exist in the database, the call will be sent to a national emergency call center*, where a non-local operator will handle the emergency call as appropriate. 

     

    *Calls sent to a national emergency call center may incur additional fees



  • 4.  RE: How does PureCloud Voice handle 911 or other emergency numbers?

    Posted 10-20-2016 15:57
    No replies, thread closed.

    Thank you @Lindsay Parker!



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