• Introduction
  • Assigning and Managing 911 Caller Information
  • Manage DIDs Portal - Assigning E911 Location Information
    • Deleting E911 Location Information
  • Manage PBX Portal – Assigning and removing E911 Caller ID on a User
  • Testing of E911
    • 9-3-3 Test Route - No charges are incurred for 933 dialing.
    • Dialing 9-1-1 – Live Testing
  • Recommended Best Practices
    • Permanently Assigned or New DID
    • How to setup up a PORT-IN DID pending a Local Number Portability (LNP) Order or Temporary DID
    • Assigning E911 for SIP Trunk Route
    • Assignment of new construction or temporary address location
    • BYOT Customers
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Introduction

SkySwitch provides the ability for all US & Canada subscribers to dial 9-1-1 and access emergency responder services.

For callers on the SkySwitch network dialing 9-1-1 from a successfully registered device with an Emergency Caller ID assigned other than ten zeros (0000000000), the caller can expect one of the following events to occur;

1. Telephone numbers submitted with validated address location information qualify the call as an E911 call and will be routed to the closest 911 operator in a Public Safety Answering Point (PSAP). There may be multiple PSAPs within the same exchange, or one PSAP may cover multiple exchanges. The territories or Emergency Service Zone covered by a single PSAP is based on the dispatch and response arrangements by fire, police, and medical services for a particular area.

2. Telephone numbers submitted without address location information will be routed to a ‘National Emergency Services Call Center’ 911 operator who will;

a) Request the address location of the caller and route the call to the nearest PSAP.

b) If the call is dropped or hung up, the national emergency call relay center will try to contact the caller or contact the DID service provider to determine the location of the caller to route or notify the nearest PSAP of the emergency.

3. If ten zeros (0000000000) are located in the ‘E911 Caller ID’ field, the call will play fast busy, or the ‘Emergency Caller ID’ field within a SIP TRUNK Domain has ten zeros (0000000000) the call will play fast busy.

WARNING: Unregistered 9-1-1 Call
In cases where a 911 Caller ID number is configured for a User in the PBX portal without a valid address location registered in the E911 location database, the RESELLER will be charged $150.00 per call for 9-1-1 dialed calls routed the ‘National Emergency Services Call Center.' This is also referred to as an ‘Unregistered 9-1-1 Call’.
WARNING: 3rd Party 9-1-1 Provider Databases
It’s important to understand our 911 provider’s database operates separately from any other 911 service provider’s databases. Meaning, if you are in the process of Porting-In an active TN to SkySwitch’s network from another service provider with E911 enabled, until you register address location to that specific TN in SkySwitch’s 911 provider’s database, the TN is considered unregistered and any 9-1-1 dialed calls will be routed to the ‘National Emergency Services Call Center' at a charge of $150.00.
WARNING: Inbound calls transferred by PBX users to 911 are permitted. We cannot block transfers to 911. If a call is transferred to 911 and the ANI is not registered it will incur an ‘Unregistered 9-1-1 Call’ fee. We highly advise you to inform your end customers not to transfer callers to 9-1-1. It's best to train or advise your end customer if every asked to transfer a call to 9-1-1, to ask the caller to hang up and dial 911 directly. The calling party's carrier is best able to respond with timely emergency location-based services. Please contact 'Billcenter@skyswitch', we will ask our 911 provider for a concessionary 'Unregistered' credit.

Note: You can not assign E911 address information to a toll-free number.  E911 addresses can only be assigned to DIDs.

Assigning and Managing 911 Caller Information

The assignment and management of 911 information for a TN is accomplished thru two SkySwitch portals within the reseller's dashboard. This is a two-step process, and both must be completed.

1) The Manage DIDs Portal. This is used for the assignment of E911 Address Location Information to a respective TN. The disconnect of E911 services to a TN can also be accomplished within this portal.

2) The Mange PBX Portal. This is used for assigning or removing the 911 Caller ID (telephone number) for a User.

E911 Setup (Non-SIP Trunk E911 routing)
For E911 to work properly, it must be configured properly in both the Manage DID’s portal and the Manage PBX Portal.

Manage DIDs Portal - Assigning E911 Location Information

From within your Manage DIDs portal, there are two ways for adding location information to a specific DID. Both require identical address location data within the user interface for validating and successfully applying address location information to an E911 TN.

1) Within Purchase Phone Numbers - On Step 4, ‘Configure E911’ of Purchase Phone Numbers (Newly added DID's), by completing the required address location fields.

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2) Within Inventory – Within your inventory, locate the TN thru search, E911 can be added by clicking on the ‘+ or 911 icon' and completing the required address location fields.

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Once the required E911 address information is added and the user selects ‘Validate’ the information is sent to our E911 provider to validate the address is in their Master Street Address Guide to track the proper Emergency Service Number (ESN) that 9-1-1 calls from that phone number should be routed to. If the address location information can be successfully validated the user will receive a Successful Validate message in the upper right-hand corner of the portal.


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The next step is to ‘Apply’ or assign the validated address to the TN by selecting ‘Apply.' This will generate a processing message.


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Once the TN is successfully applied the user will receive a confirmation message stating the TN was successfully updated. This will be confirmed by a check mark next to the newly added TN.


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Deleting E911 Location Information

The removal of 911 address information is completed thru a similar process; Within your inventory, locate the TN thru search, and click on the ‘+ or 911 icon’. Once the user interface opens, you should see a check mark and trash can icon next to the TN.


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Select the ‘Trash Can’ icon and hit ‘confirm’ to delete the address location information assigned to the TN. Once completed you will see a successful message and the ‘Check Mark’ will be removed indicating E911 address information is not assigned to the TN.


https://docs.skyswitch.com/download/attachments/10158747/Screen%20Shot%202016-10-17%20at%205.58.21%20PM.png?version=1&modificationDate=1477940429000&api=v2


Manage PBX Portal – Assigning and removing E911 Caller ID on a User

Important: Editing, assigning or removing ‘E911 Caller ID’ or ‘Emergency Caller ID’ information can only be accomplished with PBX Reseller Level login credentials. Contact your system administrator for access credentials if needed.

In managing and assigning ‘E911 Caller ID’ to any User, you must be aware of a systemic inheritance at the User level from the ‘Emergency Caller ID’ field within Domain Settings.


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Any newly created User’s within a Domain automatically inherit the same digit information contained in the ‘Emergency Caller ID’ field within its Domain.

When creating a new Domain, if you have not decided on the actual TN to be used for E911 at the Domain level we recommend temporarily setting the ‘Emergency Caller ID’ field to ten zeros (0000000000).


https://docs.skyswitch.com/download/attachments/10158747/CallerID_tenzeros.png?version=1&modificationDate=1477940428000&api=v2


The assignment of E911 Caller ID to Users within a Domain is completed by editing the ‘911 Caller ID’ field in the User’s Profile.

Note: The Inbound DID or TFN assigned to a User (Caller ID) is completely independent of outbound 911 services or 911 call routing (911 Caller ID).


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Caution: Changing the ‘Emergency Caller ID’ data after a domain is created will not change any existing User’s ‘E911 Caller ID’ data. Only newly created users will inherit the current ‘Emergency Caller ID’ data.


Testing of E911

9-3-3 Test Route - No charges are incurred for 933 dialing.

By dialing 9-3-3 from a registered device or softphone your call will be routed to SkySwitch’s 911 provider’s test system which will confirm the TN E911 Caller ID, address location assigned to the TN and if two-way audio is available on the call.

After dialing 9-3-3 you can expect to hear the following for a successfully provisioned E911 TN:

a) Welcome to the 911 enabled automated test system – “Your account is in live mode.”

b) Your subscriber identifier is: “The Ten-digits Identified in the ‘911 Caller ID’ field of the user.”

c) You Location is: “Currently provisioned “

d) The location coverage will be: “Enhanced 911.”

e) After the tone, please record a brief message, the recorded message will be played back to you afterward. {User Records Message after tone} & {Messaged Played Back} “Thank you. Good Bye”.

9-3-3 Unprovisioned TN
For an UNPROVISIONED TN, you will hear the location stated as “Unknown” and the location coverage stated as “Emergency Call Center.”

Dialing 9-1-1 – Live Testing

All standard call charges apply. If you or your customer wants to make a ‘LIVE’ test call, ensure you have a properly registered addressed associated with your phone number (DID) so the call will route to the Local PSAP at a charge of $0.99 per call. Please announce to the answering center representative this is a test call and ask them to confirm the address location information presented to them. Two-way audio should be confirmed during the call.

In cases where a 911 Caller ID number is configured for an end user in the PBX portal without having an address registered in the E911 location database, then RESELLER will be charged $150 per call for 911 dialed calls routed the ‘National Emergency Services Call Center.'

CAUTION: Blocking 9-1-1
Having ten zeros in the ‘E911 Caller ID’ field is the only way to block 9-1-1 dialing from by a User. If User access is thru a SIP Trunk, the ‘Emergency Caller ID’ field must have ten zeros (0000000000) to block 9-1-1 dialing by a SIP Trunk User.

Caution
Make sure you test E911 configuration by dialing 9-3-3 before performing any live testing.

Recommended Best Practices

The recommended best practices for setting up and assigning E911 to a User(s) or on a SIP Trunk route on SkySwitch’s platform are as follows:

In all instances below, it is best to first ensure the address location is assigned to your 911 caller ID TN in the Manage DID portal before adding the TN to the Domain or User level in the Manage PBX portal.

Permanently Assigned or New DID

  • Follow the instructions in ‘Assigning and Managing 911 Caller Information’ listed above.

How to setup up a PORT-IN DID pending a Local Number Portability (LNP) Order or Temporary DID

  • Request the LNP team to add the PORT-IN DID to your reseller inventory. Follow the instructions for adding E911 address information in the section labeled: 'Manage DIDs Portal - Assigning E911 Location Information'.
Warning: If you requested a TN to be loaded for adding E911 address only, do NOT route the TN. TN's should only be routed to a User or Device. Routing an unassigned TN will cause calls to fail if dialed by an On-Net user.
  • Once you have confirmed the PORT-IN number has been successfully added to our E911 provider's database, follow the instructions in ‘Assigning and Managing 911 Caller Information’ At that time, you can use the final PORT-IN number in the E911 Caller ID.
  • By using this method you can assign a temporary or transfer DID to a user and still use the end users PORT-IN DID for their E911 Caller ID. After the port completes, the final step will be to replace the temporary DID in the Caller ID field since your already setup the User’s E911 Caller ID and tested 911.
Caution: Always test E911 by dialing 933 after you add or make changes to a Users ‘E911 Caller ID’ field.

Setup of E911 on a SIP Trunk Route

Warning: Incorrect setup of E911 Caller ID may incur 'Unregistered' 911 call fees. Follow the instructions below for properly setting up E911 services on SkySwitch SIP Trunks.

Setting up E911 Service on a SIP Trunk

  1. Follow the instructions above for 'Manage DIDs Portal - Assigning E911 Location Information'. You must register a TN and E911 address in the Manage DID portal first.
  2. Add the assigned E911 TN based on your SIP Trunk Setup:
  • Registration Based SIP Trunks use the Domain's E911 Caller ID. If a reseller wishes to block E911 they must set the Domain's E911 to 0000000000.
  • Optional - For Registration Based SIP Trunks, E911 can also be set at the User Device level in NMS. If E911 is set at the User Device level the Domain's E911 Caller ID will not be used. You must make this request thru a support ticket for assistance in assigning E911 at the User Device level.
  • IP Authorization SIP Trunks use the E911 Caller ID that the SIP Trunk sends. Add the assigned E911 TN to the customer premise based PBX per the manufacture guide. If a reseller wishes to block E911 they must send 0000000000 from their PBX or block it inside their PBX.
Caution: Always test E911 by dialing 933 after you add or make changes to a Users or PBX ‘E911 Caller ID’.

Additional 911 Notifications

911 Call Alert

It is possible with special dial translations, that up to three devices can be notified when a 911 call is made. An example of this could be for a 911 call originating from a large segregated office complex and managers or office administrators wants to notified. 

With 911 Call Alert set up, CNAM will show on the devices notified as the name of the domain and the caller ID will be the 911 CID of the user that is calling 911.

The recording will state: "There is a 911 call originated by {Voicemail Recorded Name}. Thank you."

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Please open a support ticket to implement 911 Call Alert feature. Billable custom dial translations charges are applicable to enable this feature.

911 Email Alert

It is also possible to send an Email Notification to a single email address when a 911 call is placed on a domain. The email will show that a 911 call has been made, and by what user. Billable custom dial translations charges are applicable to enable this feature.

See the Email alert example image below.

Assignment of new construction or temporary address location

It is common to receive an error within the Manage DID portal when trying to add address location information for a new construction site or temporary address; in this case, we must add the E911 address information manually with our 911 provider. SkySwitch will open a Support Ticket with our 911 provider to have the address information manually loaded and validated. Geocodes are required in these cases. Geocode are longitude and latitude coordinates. You can identify or notate the geocodes from google maps, an automobile navigation system or mobile phone while at the physical location.  Find the Coordinates here.

Once the address has been added successfully we will update you thru your Support Ticket. This can take up to 24 hours. Do not make any ‘Live Test’ calls until we notify you an address location is assigned to the TN.

BYOT Customers
  • Follow the instructions in ‘Assigning and Managing 911 Caller Information’ listed above.
Caution: Always test E911 by dialing 933 after you add or make changes to a Users ‘E911 Caller ID’ field.

Questions 
If you have any additional questions or require additional training in setting up E911, please call 1-747-777-8102 or email Support@SkySwitch.com with your request.