Cisco Emergency Responder Administration Guide 1.1
Preparing Users for Emergency Responder
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Preparing Users for Emergency Responder

Table Of Contents

Preparing Users for Emergency Responder

Preparing Onsite Alert (Security) Personnel for Emergency Responder

Understanding the ERL Administrator's Role

Understanding the Network Administrator's Role

Understanding the CER System Administrator's Role


Preparing Users for Emergency Responder


These topics describe the various roles for Emergency Responder users. The topics describe not only the use of the software, but help you understand the larger policy and procedure decisions your organization must make to determine how Emergency Responder fits into your organization's emergency response needs.

Preparing Onsite Alert (Security) Personnel for Emergency Responder

Understanding the ERL Administrator's Role

Understanding the Network Administrator's Role

Understanding the CER System Administrator's Role

Preparing Onsite Alert (Security) Personnel for Emergency Responder

You probably already have emergency response policies and procedures in place. Consider how Emergency Responder fits into these policies and procedures, and work with your emergency response teams (onsite alert or security personnel) to update these procedures if necessary.

Consider training these personnel on these aspects of Emergency Responder:

How to use the Emergency Responder web interface. See the Emergency Responder user web interface's online help for information on these topics. The online help includes a user's guide in PDF format that you can print out and distribute to your users. The information in the user's guide is the same as the information in the online help. Train users on these areas:

How to log into the user web interface. If you did not use their standard Windows user IDs, supply them with their IDs and passwords.

How alerts show up on the screen.

How to obtain more information about the location of the call. Summary information includes the actual extension of the caller; the ELIN, which is the phone number the PSAP gets as the number of the emergency caller; the phone location associated with the switch port; and the location field of the ALI. User's can also view the entire ALI.

How to acknowledge the call and add comments to it. Consider developing rules for these procedures to ensure consistent behavior from your emergency response teams.

How to look up emergency calls in the emergency call history.

Explain how they will receive notification of an emergency call.

A web alert appears for everyone logged into the Emergency Responder user web interface.

All personnel assigned to an ERL receive a telephone call when an emergency call is made from the ERL. The telephone call includes information about the extension of the caller.

If you configure email addresses for the personnel, they also receive an email, which includes more information than the phone call, including ERL name and phone location. If the email address is for an email-based pager, they are paged. Paging is the most efficient way of getting information to users who are not at their desks.

If the standby CER server handles an emergency call, all onsite alert personnel get notified of the call, and of the fact that the standby server handled the call. Decide how you want people to respond to these notifications.

Explain the ERL naming and phone location you are using. This is the primary information the personnel will have for identifying the location of the emergency caller.

Explain the organization's policy for responding to emergency calls. Work with the emergency response teams to develop an acceptable policy if you do not already have one.

Related Topics

Preparing Your Staff for Emergency Responder

Understanding the ERL Administrator's Role

Table 5-1 lists the recurring tasks for which an ERL administrator is responsible. A system administrator can also perform these tasks.

Table 5-1 CER ERL Administration Recurring Tasks 

Recurring Task
Description
More Information

Assign ERLs to new or changed switch ports

If switches are added to the network, or if modules with additional ports are added to existing switches, assign the new ports ERLs.

Search for ports that are assigned to the Default ERL. These are the ports you must reassign.

Configuring Switch Ports

Create ERLs as required

As your business expands, create new ERLs as required. Work with the telephony administrators to obtain ELINs for the ERLs, and with the network administrator to get the new switches defined in CER.

Creating ERLs

Configuring Switch Ports

Export ALI data and submit to your service provider

If you make changes to ALI data, add or remove ERLs, or change the ELINs assigned to an ERL (for example, by adding or removing them), export the ALI and resubmit it to your service provider.

Exporting ERL and ALI Information for Submission to Your Service Provider

Creating ERLs

Negotiate ALI Submission Requirements With Your Service Provider

Audit the manually defined phones

Regularly check your manual phone definitions to ensure each phone is still assigned to the correct ERL. Work with the telephony administrator to get notification of any adds, moves, or changes that involve these phones. Add phones as required.

Manually Defining a Phone

Audit the unlocated phones list

Regularly audit the unlocated phones list, and work with the network administrator to determine why CER cannot locate the phones and to resolve the problems.

Identifying Unlocated Phones

Too Many Unlocated Phones

Add new onsite personnel or remove old ones; update phone numbers

As onsite alert personnel are added, define them in CER and assign them to the appropriate ERLs. Likewise, as personnel are removed, remove them from their ERLs and then from CER. Update phone numbers, email address, and other contact information as they change.

Identifying Security Personnel (Onsite Alert Personnel)

Creating ERLs


Related Topics

Working with Emergency Response Locations (ERLs)

Managing Phones

Troubleshooting Emergency Responder

Understanding the Network Administrator's Role

Table 5-2 lists the recurring tasks for which a network administrator is responsible. A system administrator can also perform these tasks.

Table 5-2 CER Network Administration Recurring Tasks 

Recurring Task
Description
More Information

Add new switches

Add any switches you add to the network to the CER configuration. A switch is considered new if it has an IP address not defined in CER.

Identifying the LAN Switches

Manually Running the Switch-Port and Phone Update Process

Remove old switches

Remove switches from the CER configuration if you remove them from the network. Non-existent switches in the CER configuration do not create problems, but they do increase the time required to do phone tracking, because CER's attempts to connect to the switch must time out before moving on to the next switch.

Identifying the LAN Switches

Update the SNMP read community if it changes

If you change the read community string on any defined switch, you must update the SNMP settings in CER. Until the setting is updated, CER will be unable to track phones attached to the switch.

Configuring the SNMP Connection

Add or remove Cisco CallManager servers

If a Cisco CallManager cluster is added to the network, or one is removed, update the configuration for the CER group that supports the cluster. Although you have the authority to make these updates, your organization might assign the primary responsibility to the CER system administrator.

Identifying the Cisco CallManager Clusters


Related Topics

Configuring Switches for Emergency Responder

Troubleshooting Emergency Responder

Understanding the CER System Administrator's Role

Table 5-2 lists the recurring tasks for which a system administrator is responsible. A system administrator might also be responsible for some or all of the ERL and network administrators' tasks, as explained in the "Understanding the ERL Administrator's Role" section and the "Understanding the Network Administrator's Role" section.

Table 5-3 CER System Administration Recurring Tasks 

Recurring Task
Description
More Information

Add additional CER groups

As telephones are added to the network, you might need additional CER groups. Install and define them and their telephony settings.

Work with the telephony administrator to complete the required Cisco CallManager configuration.

Installing Cisco Emergency Responder on a New System

Configuring a CER Server Group

Configuring CER Server Group Telephony Settings

Configuring CER Servers

Entering the Emergency Responder License Key

Identifying the Cisco CallManager Clusters

Monitor the system and troubleshoot any problems

Help resolve any problems that arise. Work with the network and ERL administrators, and the telephony administrator, as appropriate.

Troubleshooting Emergency Responder

Create new CER users; remove old users

As onsite alert personnel change, or as CER system, network, and ERL administrators change, add or remove them as required.

Creating Emergency Responder Users

Add or remove Cisco CallManager servers

If a Cisco CallManager cluster is added to the network, or one is removed, update the configuration for the CER group that supports the cluster. Although you have the authority to make these updates, your organization might assign the primary responsibility to the CER network administrator.

Identifying the Cisco CallManager Clusters


Related Topics

Configuring Cisco CallManager for Emergency Responder

Configuring Servers and Server Groups