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E911: Overview and Enablement

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Enhanced 911 (E911) is a Federal Communications Commission program designed to automatically route 911 calls to the appropriate Public Safety Answering Point (PSAP), based on Automatic Number Identification (ANI). PSAPs are regional call centers staffed with 911 dispatchers. 

Talkdesk’s E911 feature ensures that when a 911 call comes from the Talkdesk system, Talkdesk will use a “Verified Physical Location” tied to the user or device, so that the dispatcher can receive geographic data from the telephone company.

 

Availability

Emergency calls are only supported in the USA and Canada.

E911 is available as part of Callbar, Conversations, and Talkdesk Phone™. Agents can dial 911, the emergency test number 933, or any of these with a prefix (X911 or X933).

 

Compliance

In compliance with Kari’s Law and Ray Baum’s Act, Talkdesk’s E911 offers the following capabilities:

  • Feature for configuration and enablement by the Talkdesk account administrators.
  • Emergency information definition per user. 

 

Enabling E911

Administrators are responsible for enabling the E911 feature and configuring the account emergency information.

To do this, please follow these steps:

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  1. Go to the Admin section [1].
  2. Select Emergency Calls [2].
  3. Fill out the “Default Address” [3]. This is the company address and will also be used for taxation purposes regarding the costs incurred with the E911 services. Please add the following details:
    • Country (required).
    • House number (required).
    • Street line (required).
    • Street line 2 (optional).
    • City (required).
    • State (required).
    • Zip (required).
    • Plus 4 (optional).
  4. Hit Validate Address [4]. Before moving to the next section, the address needs to be checked and validated by our system. 

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  1. Enter the “Emergency Contacts” [5], one by one: This is the list of emails of the personnel that should be notified in the occurrence of a call to 911.
    • Hit the + (plus) button for each email address. The email addresses need to be checked and validated by our system. 
    • You can add up to 10 e-mails or mailing lists. After a call to 911 is placed, these contacts will receive an email describing the details sent to the PSAP: the user’s display name; callback number; and (device) emergency address.

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    1. Add a “Callback Number” [6]. This is the contact that will be dispatched with the call, in case the user opts for the company callback number to be sent by default to the PSAP. This contact will be used if authorities need to reach back to the caller or the notified person that is able to get in touch with the caller. Please add the following details:
      • “Display name”: Preferred display name that will be sent to the PSAP. It must contain only letters and numbers.
      • “Callback number”: Phone number to which the authorities can reach back.
      • “Preferred language”: This is the language in which the caller who reached out to 911 prefers to be addressed by the authorities, if they reach back. Agents can select this preferred language or another one when they configure their emergency information.
    2. Validate the Callback Number by clicking on Save [7]. Before moving to the next section, the number needs to be checked and validated by our system. 
    3. “Enable Emergency Calls” [8]: After filling out the mandatory fields, you can enable the E911 feature by clicking on the toggle. 

    Upon activation of the feature for the account, agents will be able to call 911, but they are prompted to fill in their emergency information so that emergency calls are routed to the proper PSAP.

  1. E911_Callbar_banner_e911__1_.png

     

    Note: If agents call 911 before defining the required emergency information, the call will not fail, and it will be forwarded to a specialized sorting center to determine that user’s location; however, there will be additional costs per call.

     

    For more information, please read the article Setting up Emergency Information.

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