Sorry, I think I might have mis-conveyed something. These are all
outbound calls.This is for outbound 911 calls, IE, calls made from our workers to contact 911 in the event of an emergency.
Best article I can provide to express Intent, is probably this article:
https://help.mypurecloud.com/articles/configure-911-emergency-numbers/ (External Trunk is Defined as "PureCloud Voice - AWS"--Which I presume is a default?)
Test Scenario is as follows.
I call both 911 locations in different states advising them I am about to do test calls, and get permission from the 911 Dispatchers to do so.
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SITE/LOCATION A TESTS
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I set my location to Site/Location "A".
I log off and log on.
I Call 911. I ask which 911 Department I got, they advise me they are the 911 department that covers the county/State that Site "B" is located at.
I ask what Emergency info they show, they state that the E911 address matches with Site Site/location "B".
This test for Site "A" gets logged as a failure as the 911 outbound call went to the wrong state and they have the wrong E911 Info.
************************************************************************************
SITE/LOCATION B TESTS
************************************************************************************
I change my location to Site "B"
I log off and Log on.
I Call 911. I ask which 911 Department I got, they advise me they are the 911 department that covers the county/State that Site "B" is located at.
I ask what Emergency info they show, they state that the E911 address matches with Site Site/location "B".
This test for Site "B" gets logged as a Success as the 911 outbound call went to the correct county/state's 911 department, and they have the correct E911 Info.
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Nathan McKay
Insite Support Services, Inc.
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Original Message:
Sent: 07-07-2022 09:58
From: Saugort Garcia
Subject: Requesting Pointers for Multi-Site 911
Hi Nathan,
I am not aware of 911 services, so far, what I understand you have incoming call for 911 that you should geographically route to two sites: calls from NY should go to site A, calls from NJ go to site B. Is it correct?
If it correct, you should share how are you receiving your calls, as Tanner ask you: are you using Genesys Cloud Voice or BYOC or you have Edges on premises?
Second, if are incoming calls, you could check with a sip trace if the incoming call comes in with a SIP header that could helps you adjust your routing logic. Of if it comes in from different trunks, perhaps is just adjust trunk-site number plan to follow the correct route.
Regards,
SG
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Saugort Garcia
Interacciones Inteligentes S.A.
Original Message:
Sent: 07-06-2022 04:16
From: Nathan McKay
Subject: Requesting Pointers for Multi-Site 911
I hate to ask, but could someone give pointers on how to setup multi-site 911 Services?
We have 2 sites, and both sites are created with employees tied to their respective location, but I am not quite sure how to setup the 911 services so that employees from their respective sites reach the correct location's 911 Services.
For a bit more context, we are inheriting a setup a 3rd party assisted with creating, but during testing we found 911 Services were not working correctly. I am looking for pointers on what to look at. Currently when 911 is called it goes to Site Bs 911 dispatch and regardless of site/location will not reach out to site A. Best I can tell, under each site 911 is created as a section in the dial plan, but I am unsure where else to look due to lack of experience.
#Routing(ACD/IVR)
#Telephony