Administration Guide for Cisco Emergency Responder 8.7
Configuring Cisco Unified Communications Manager
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Configuring Cisco Unified Communications Manager

Contents

Configuring Cisco Unified Communications Manager

This chapter describes procedures for configuring Cisco Unified Communications Manager (Unified CM) for Cisco Emergency Responder (Emergency Responder).

See the Release Notes for Unified CM versions that are compatible with Cisco Emergency Responder.

These topics describe the items you must configure in Unified CM so that Emergency Responder can work in your telephone network.

These topics describe a sample Unified CM setup—the names chosen (for example, partition and calling search space names) are not required.

Understanding the Unified CM Examples

These sections represent an example setup, with sample values included for reference only. Your particular configuration depends on the needs of your network and your naming strategy.

For these examples, you work with the following calling search spaces and partitions:

  • PhoneCSS—includes the Phones partition.
  • E911CSS—includes the E911 and Phones partitions.

The examples are based on a single Unified CM cluster. If you have more than one cluster, you must repeat the configuration in each cluster, except for the emergency location identification number (ELIN) translation patterns. The ELIN translation patterns are only defined in the Unified CM cluster to which the gateway sends incoming calls from the public safety answering point (PSAP).

Set Up Phone Route Plans

Before configuring Emergency Responder, you must ensure that the phones that might be used to make emergency calls (typically all phones) are added and registered with Unified CM. See the documentation and online help included with Unified CM if you need assistance.

The following sections provide an example setup for your network before adding Emergency Responder.

Create Phone Partition

If you have not already created a partition for the phones, do so now.

To create a phone partition, follow these steps:

Procedure
    Step 1   Select Route Plan > Partition in Unified CM.

    The Find and List Partitions page appears.

    Step 2   Click Add a New Partition.

    The Partition Configuration page appears.

    Step 3   Enter a descriptive name, such as Phones, in the Partition Name and Description field. You can optionally include a description.
    Step 4   Click Insert to add the new partition.

    Create Phone Calling Search Space

    If you do not already have a calling search space defined for the phones, follow this procedure to create one.

    To create a defined calling search space, follow these steps:

    Procedure
      Step 1   Select Route Plan > Calling Search Space in Unified CM.

      The Find and List Calling Search Spaces page appears.

      Step 2   Click Add a New Calling Search Space.

      The Calling Search Space Configuration page appears.

      Step 3   Enter a descriptive name, such as PhoneCSS, in the Calling Search Space Name field.
      Step 4   Select the Phones partition in the Available Partitions list box, and click the arrow buttons between the two list boxes to add it to the Selected Partitions list box.
      Step 5   Click Insert to add the new calling search space.

      Assign Partition and Calling Search Space to Phones

      After you have created the Phones partition (Create Phone Partition) and PhonesCSS calling search space (Create Phone Calling Search Space), configure the phones to use them.

      Before You Begin

      You can use the Bulk Administration Tool to change the partition and calling search space on telephones in much less time than it takes to make the changes to each phone individually. This procedure describes the phone-by-phone procedure.

      To use the Bulk Administration Tool to change the partition and calling search space, follow these steps:

      Procedure
        Step 1   Select Device > Phone.

        Unified CM displays the Find and List Phones page.

        Step 2   Select Device name is not empty in the search fields and click Find.

        Unified CM lists all of the phones in the bottom frame.

        Step 3   Click the phone whose configuration you want to change.

        Unified CM displays the Phone Configuration page.

        Step 4   Change the calling search space to PhoneCSS and click Update.
        Step 5   Click the line number you want to configure in the left-hand column.

        Unified CM displays the Directory Number Configuration page.

        Step 6   Change the partition to Phones, and the calling search space to PhoneCSS.
        Step 7   Click Insert to save your changes.

        Setting Up Cisco Unified Communications Manager for Emergency Responder

        To handle emergency calls, you must configure the emergency call numbers (such as 911) so that Cisco Emergency Responder (Emergency Responder) intercepts them. Emergency Responder can then route the calls to the correct public safety answering point (PSAP) and transform the call as required to route the call and to enable the PSAP operator to call back the emergency caller if the initial call is disconnected.

        The following topics describe how to define the Cisco Unified Communications Manager (Unified CM) elements required for Emergency Responder.

        Create Emergency Responder Partition

        You must create the Emergency Responder partition E911. This partition contains the numbers used by the PSAP to call into the network, and certain other CTI route points.

        To create the Emergency Responder partition E911, follow these steps:

        Procedure
          Step 1   Select Route Plan > Partition in Unified CM.

          The Find and List Partitions page appears.

          Step 2   Click Add a New Partition.

          The Partition Configuration page appears.

          Step 3   Enter a descriptive name, such as E911, in the Partition Name field.
          Step 4   Click Insert to add the new partition.

          Create Emergency Responder Calling Search Space

          To create the Emergency Responder calling search space, follow these steps:

          Procedure
            Step 1   Select Route Plan > Calling Search Space from Unified CM.

            The Find and List Calling Search Spaces page appears.

            Step 2   Click Add a New Calling Search Space.

            The Calling Search Space Configuration page appears.

            Step 3   Enter a descriptive name, such as E911CSS, in the Calling Search Space Name field.
            Step 4   In the Available Partitions list box, select the E911 partition and then select the Phones partition in that order; click the arrow buttons between the two list boxes to add them to the Selected Partitions list box. Arrange the partitions so that E911 is at the top of the list.

            If you are using any other partitions, add them to this list after the E911 partition.

            Note   

            You must list the E911 partition before the Phones partition for the following reason: When the user configures the translation pattern 911 or 9.911 (see Create Translation Patterns for 9.911), the 911 Route Point is in the E911 partition; phones cannot look into the E911 Partition. The 911 Translation Pattern is in the phones partition and gets the E911CSS. When the E911 partition is listed first, it matches the 911 Route Point and the call goes to the Emergency Responder server as intended. If you make the error of listing the Phones partition first, the Translation Pattern keeps searching, resulting in a fast busy signal.

            Step 5   Click Insert to add the new calling search space.

            Create Emergency Call Route Points

            You must configure CTI route points in Unified CM for:

            • The emergency call number for your locale, such as 911.

              Note


              If you use 9 as the access code, see Create Translation Patterns for 9.911 to configure Emergency Responder.


            • The number that your standby Emergency Responder server should listen to, such as 912.
            • The number that incoming calls from the public safety answering point (PSAP) use. Emergency Responder modifies these calls based on your ELIN configuration to route the call to the person who initiated the emergency call, if the PSAP gets disconnected and needs to call the calling party. See ELIN Numbers Emergency Calls and PSAP Callbacks for information about the rest of the ELIN configuration.
            Before You Begin

            This procedure assumes you are using 911 as the main emergency call number. If a different number is used in your locale, substitute it for "911," and make similar substitutions for other numbers based on "911," such as "912." For example, if the emergency call number in your locale is 112, use 112, and perhaps 113, 114.

            When you install Emergency Responder, you are required to enter the emergency call number. In this procedure, configure the same number you specify during installation.

            Table 1 describes the emergency call route points.

            Table 1 Emergency Call Route Points

            Route Point Setting

            Route Points

            Primary Number (911)

            Backup Number (912)

            ELIN (913)

            Device Name

            RP911

            RP912

            RPELIN913

            Description

            The emergency call number for the area. Emergency Responder handles all calls to this number.

            Route point for the Emergency Responder standby server. If the primary server is unable to handle a call, the standby server receives the call through this route point.

            The destination of all incoming calls from the PSAP. Emergency Responder transfers these calls to the emergency caller. Route pattern is prefix (913) plus 10 Xs. Number of Xs should be the same as the standard phone number used in your locale based on your numbering plan.

            The number can only consist of numbers and Xs.

            Note   

            For E.164 dial plans, the number of Xs does not include a leading "+".

            Directory Number

            911

            912

            913XXXXXXXXXX

            Partition

            Phones

            E911

            E911

            Calling Search Space

            E911CSS

            E911CSS

            E911CSS

            Forward Busy

            Destination: 912

            CSS: E911CSS

            Destination: One of:

            • Route pattern for default ERL.
            • Onsite security number.

            CSS: E911CSS

            Destination: Onsite security number.

            CSS: E911CSS

            Forward No Answer

            Destination: 912

            CSS: E911CSS

            Destination: One of:

            • Route pattern for default ERL.
            • Onsite security number.

            CSS: E911CSS

            Destination: Onsite security number.

            CSS: E911CSS

            Forward On Failure

            Destination: 912

            CSS: E911CSS

            Destination: One of:

            • Route pattern for default ERL.
            • Onsite security number.

            CSS: E911CSS

            Destination: Onsite security number.

            CSS: E911CSS

            Voice Mail Mask

            Do not configure a Voice Mail Mask for this Route Point.

            Do not configure a Voice Mail Mask for this Route Point.

            Do not configure a Voice Mail Mask for this Route Point.


            Note


            Configuring call-forwarding numbers for the standby server ensures that calls are either routed to the PSAP servicing the default ERL, or onsite security, if the standby server cannot handle the call. If you do not install a standby server, use these settings for the primary server. Configuring call-forwarding numbers for the ELIN route point ensures that PSAP callbacks go to onsite security if Emergency Responder cannot handle the call.


            To create the emergency call route points, follow these steps:

            Procedure
              Step 1   In Unified CM, select Device > CTI Route Point.

              The Find and List CTI Route Points page appears.

              Step 2   Click Add a new CTI Route Point.

              The CTI Route Point Configuration page appears.

              Step 3   Fill in the CTI route point properties:
              • Enter a unique name, such as RP911, in the Device Name field to identify this as the emergency call number. Table 1 shows suggested names, but you can use any name you choose.
              • Select the appropriate device pool from the Device Pool menu.
              • Select the calling search space for the route point, as listed in Table 1.
              Step 4   Click Insert to add the new CTI route point.

              Unified CM adds the route point and asks if you want to configure line 1. Click OK to configure line 1.

              Unified CM opens the Directory Number configuration page.

              Step 5   Enter the configuration for the line you are creating using the information in Table 1.
              Step 6   Click Insert.

              Unified CM adds the line to the device. Repeat this procedure until all devices described in Table 1 are configured.

              For additional assistance, see documentation and online help included with Unified CM.


              Create Required CTI Ports

              Emergency Responder uses CTI ports to call onsite alert (security) personnel when someone makes an emergency call. You should have enough CTI ports so that each person assigned to an ERL can receive a call. The number of ports you configure is the number of simultaneous calls Emergency Responder can make to these personnel. It does not relate to the number of emergency calls Emergency Responder can handle or forward to the PSAP—there is no configurable limitation to the number of simultaneous emergency calls that Emergency Responder can handle.

              Before You Begin

              Emergency Responder requires that the CTI port extension numbers be in succession, so you must find a block of unused extensions. For example, if you want to create four CTI ports starting at 3001, then 3001, 3002, 3003, and 3004 must all be available.

              To create the required CTI ports, follow these steps:

              Procedure
                Step 1   Select Device > Phone.

                Unified CM opens the Find and List Phones page.

                Step 2   Click Add a New Phone.

                Unified CM opens the Add a New Phone page.

                Step 3   Select CTI Port for Phone Type and click Next.

                Unified CM opens the Phone Configuration page.

                Step 4   Configure the CTI Port, entering this information:
                • Device Name—Enter something meaningful to you, for example, CTI3001.
                • Device Pool—Select an appropriate device pool. This device pool must use the G.711 region.
                • Calling Search Space—Select PhoneCSS.
                Step 5   Click Insert.

                Unified CM creates the CTI port and asks if you want to configure line 1. Click OK. Unified CM opens the Directory Number Configuration page.

                Step 6   Configure line 1 for the CTI port, entering this information:
                • Partition—Select Phones.
                • Calling Search Space—Select PhoneCSS.
                Note   

                Configure only one line for each CTI port. Onsite security alert prompts may not get from one or more of these lines when the online alert notification is initiated through these ports.

                Step 7   Click Insert.

                Unified CM adds the line to the device. Repeat the procedure to create each CTI route port that you require.

                Note   

                All subsequent CTI ports you create must be consecutive from the first CTI port DN.


                Related Information

                Create A Cisco Unified Communications Manager Group for Cisco Emergency Responder

                A Cisco Unified Communications Manager (Unified CM) Group is a list of up to three Unified CMs that are assigned to a device pool to assist with call processing. The first Unified CM in the list acts as the primary Unified CM for the Group and the other members act as secondary and tertiary or backup Unified CMs. By creating a Unified CM Group, you can balance the call process load across multiple Unified CMs and ensure a level of redundancy for your network.

                Because each device pool has one Unified CM Group assigned to it, a Unified CM Group improves your load distribution across a device pool. When a device registers, it attempts to connect to the primary Unified CM in the Unified CM Group. If the primary Unified CM is not available, the device tries to connect with the secondary Unified CM. If the secondary Unified CM is not available, the device tries to connect to the tertiary Unified CM.

                You must create a Unified CM Group for Emergency Responder.


                Note


                The primary Cisco Unified CM in the Group assigned to the device pool for Cisco ER must also be the primary CTI Manager for Cisco Emergency Responder. The Group must also contain the secondary CTI manager for Cisco ER.
                .

                Use the following procedure when creating a Unified CM Group:

                Procedure
                  Step 1   Select System > Unified CM Group.

                  The Find and List Unified CM Groups page opens.

                  Step 2   Click Add New

                  The Unified CM Group Configuration page opens.

                  Step 3   Enter the following information in the appropriate field:
                  • Name – Enter a CM Group name that is meaningful to you; for example, Cisco Emergency Responder CM Group.
                  • Auto-registration Cisco Unified Communications Manager Group - Do not check this box for the Unified CM Group for Emergency Responder.
                  • Cisco Unified Communications Managers – Add the primary and secondary CTI Manager for Emergency Responder to the list of Selected Cisco Unified Communications Managers by selecting each from the Available Cisco Unified Communications Managers and clicking the Down Arrow.
                  Step 4   Click Save.

                  Error and System Messages

                  Unified CM generates several alarms to assist you in troubleshooting Emergency Responder problems. You should set up notification of Emergency Responder events so that an email notification alerts you to such important events.

                  Relevant Unified CM Alarms shows the relevant alarms.

                  Table 2  Relevant Unified CM Alarms

                  Relevant Alarms

                  Alarm Level

                  Explanation

                  Recommended Action

                  CtiProviderOpened

                  Informational

                  Application opened the provider successfully

                  This alarm is for informational purposes only; no action is required.

                  CtiProviderClosed

                  Informational

                  Application closed the provider

                  Verify that Cisco Emergency Responder is up and running, verify network connectivity between application server and Unified CM, and verify the CPU utilization is in the safe range for the application server and Unified CM.

                  ApplicationConnectionDropped

                  Warning

                  TCP or TLS connection between CTIManager and Application is disconnected

                  Verify that Cisco Emergency Responder is up and running, verify network connectivity between the application server and Unified CM, and verify the CPU utilization is in the safe range for the application server and Unified CM.

                  CtiIncompatibleProtocolVersion

                  Warning

                  The Cisco Emergency Responder version or its Unified Communications Manager setting is not compatible with this version of CTIManager

                  Verify that the correct version of the Cisco Emergency Responder is being used and its Unified CM version setting is correct. See Chapter 9, “Changing the Cisco Unified Communications Manager Version” to view and update the Unified CM version.

                  By default, only Error events are posted to the event log. You should either modify the event level to post warnings and set up a customer alert if the Emergency Responder user closes its applications/ports.

                  To do this, you navigate to the Serviceability Web Page by selecting Alarm >Configuration>Server>Service Group (CM Services)>Service (Cisco CTI Manager). Change the ‘Alarm Event Level’ to Error to have all the last three alarms in the above table posted to SysLog.

                  Note that these alarms are system wide alarms and not specific to Emergency Responder. So any CTI application that triggers a warning message will post to the event log and not just Emergency Responder. You should set up notification of Unified CM events relevant to Emergency Responder so that if the provider goes out of service, an email or other notification event will alert you.

                  ELIN Numbers Emergency Calls and PSAP Callbacks

                  Emergency calls are routed based on the calling party number, not the called party number. If an emergency call is disconnected for some reason (for example, the caller hangs up), the PSAP needs to be able to call back the emergency caller using the calling party number. The PSAP might also want to call back to obtain updated information after ending an emergency call normally.

                  Emergency Responder converts a caller extension to an emergency location identification number (ELIN), and this number is used to route the call and to enable PSAP callbacks. Emergency Responder reuses the same set of numbers, and keeps track of the internal extension of the phone from which the call was made for up to three hours. When there is no active association of an ELIN to an internal phone extension, Emergency Responder routes calls to that ELIN to on-site security.

                  To set up the ELIN numbers, you must first obtain direct inward dial (DID) numbers from your service provider. Because you must pay for each number, you might want to limit the number of DIDs you obtain to two or three per ERL. The DIDs must be unique for each ERL.

                  Emergency Responder reuses the ELIN numbers assigned to an ERL if necessary. For example, if you configure two numbers for an ERL, and three emergency calls are made within a three hour window, the first emergency caller's ELIN mapping is replaced by the third caller's extension. Thus, if the PSAP tries to call the first caller, the PSAP reaches the third caller. Keep this in mind as you determine the number of DIDs you need for each ERL.

                  See ERL Creation for information about how to configure the ERLs with these numbers.

                  Create Route Patterns for ERLs

                  Emergency Responder uses route patterns to route emergency calls to the local public safety answering point (PSAP). In the route pattern, you are associating a pattern with a gateway that connects to the PSAP. The gateway you choose depends on the emergency response location (ERL) to which you assign the route pattern.

                  You must create one route pattern for every ERL in your network. These are the direct inward dial (DID) numbers you obtain from your service provider for the purpose of allowing the PSAP to call into your network.

                  Before You Begin

                  Each ERL requires unique route patterns for the ELINs. Work with the ERL administrator to get an idea of how many route patterns are needed, and the locale of the ERLs so that you can select an appropriate gateway. The ERL administrator must enter the route patterns you create into the ERL definition. See ERL Creation for information about ERLs.

                  To create the route patterns for ERLs, follow these steps:

                  Procedure
                    Step 1   Select Route Plan > Route Pattern.

                    Unified CM opens the Find and List Route Patterns page.

                    Step 2   Click Add a New Route Pattern.

                    Unified CM opens the Route Pattern Configuration page.

                    Step 3   Enter the information for the route pattern:
                    • Route Pattern—A pattern that you can transform to the emergency call number, typically a number, a dot, and the emergency call number. For example, 10.911, 11.911, and so forth. The pattern can only contain numbers and dots.
                    • Partition—Select E911.
                    • Numbering Plan—Select the numbering plan for your area.
                    • Gateway/Route List—Select the gateway to use for connecting to the local PSAP.
                    • Route Option—Select Route this pattern.
                    • Use Calling Party's External Phone Number Mask—Select this.
                    • Discard Digits—Select PreDot if you use the suggested pattern, such as 10.911. If using a different technique, select the appropriate setting and enter a Called Party Transform Mask if necessary (to dial the emergency number).
                    Note   

                    In case the ELIN is received as E.164 number with a leading +, the Translation Pattern must also remove the leading "+" and any country code (optional), so that it matches the North American Numbering Plan or other nationally formatted number configured on Emergency Responder.

                    Step 4   Click Insert.

                    Unified CM saves the route pattern. To add additional route patterns, return to Step Unified CM opens the Route Pattern Configuration page.

                    Tip   

                    Consider developing a detailed naming strategy for the route patterns, because you might end up with a large number of them. For example, you could use a pattern such as xyzzaaab.911, where x is a Emergency Responder cluster identifier; y is a Emergency Responder group identifier; zz is the PSAP identifier; aaa is the ERL identifier; and, b is the ELIN identifier (within the ERL).


                    Create Translation Patterns for ELINs

                    Create translation patterns that cover the direct inward dial (DID) numbers you are using for ELIN numbers. The PSAP uses these ELINs to call into your network. Emergency Responder needs to intercept these calls so it can route the call to the correct emergency caller. The translation pattern is required so that a number prefixed to the ELIN becomes the route point you configured for PSAP callbacks, as explained in the Create Emergency Call Route Points.


                    Note


                    An ELIN may not be an E.164 number with a leading "+". Use a 10-digit North American Numbering Plan or other nationally formatted number.


                    Ensure you have a list of all the DIDs you are using for ELINs.

                    To create the translation patterns for ELINs, follow these steps:

                    Procedure
                      Step 1   Select Route Plan > Translation Pattern.

                      Unified CM opens the Find and List Translation Patterns page.

                      Step 2   Click Add a New Translation Pattern.

                      Unified CM opens the Translation Pattern Configuration page.

                      Step 3   Create the translation pattern:
                      • Translation Pattern—The DID you are using as an ELIN. If you can, use X variables to create a pattern that covers more than one DID (for example, 5555551XXX). If you cannot create a pattern, define translation patterns for each DID separately.
                      • Partition—Select E911.
                      • Numbering Plan—Select the numbering plan for your area.
                      • Calling Search Space—Select E911CSS.
                      • Route Option—Select Route this pattern.
                      • Called Party Transformations, Prefix Digits (Outgoing Calls)—Enter the digits to prefix to the number. Enter the digits you used when creating the PSAP callback route point.
                      Step 4   Click Insert.

                      Unified CM saves the translation pattern. To add additional translation patterns, return to Step Unified CM opens the Translation Pattern Configuration page.


                      Create Translation Patterns for 9.911

                      In systems where the external access code is 9, a CTI Route Point of 911 or 9.911 may interfere with the timing of secondary dialtone for users when they are attempting to dial external destinations. The creation of a translation pattern for 911 and 9.911 eliminates the secondary dialtone timing.

                      Create translation patterns so that when users dial the local system external access code of 9 plus 911, the calls are directed to the single 911 pattern previously created in theCreate Emergency Call Route Points.

                      Before You Begin

                      This procedure applies to systems where the external access code is 9. If the external access code is something other than 9, this procedure may not apply.

                      To complete this procedure, you must have already added the partitions and the calling search space for the Cisco Emergency Responder installation.

                      Table 1 provides translation patterns for external access code of 9.

                      Table 3 Translation Patterns for External Access Code of 9

                      Translation Pattern

                      911

                      9.911

                      Partition

                      Phones

                      Phones

                      Calling Search Space

                      E911CSS

                      E911CSS

                      Route Option

                      Route this pattern

                      Route this pattern

                      Provide outside dial tone

                      Check this box

                      Check this box

                      Called Party Transformations, Discard Digits (Outgoing Calls)

                      None

                      PreDot

                      To create the translation patterns described in Table 1, follow these steps:

                      Procedure
                        Step 1   Select Route Plan > Translation Pattern.

                        Unified CM opens the Find and List Translation Patterns page.

                        Step 2   Click Add a New Translation Pattern.

                        Unified CM opens the Translation Pattern Configuration page.

                        Step 3   Create the translation pattern:
                        • Translation Pattern—911
                        • Partition—Phones
                        • Numbering Plan—Select the numbering plan for your area.
                        • Calling Search Space—Select E911CSS.
                        • Route Option—Select Route this pattern.
                        • Provide Outside Dial Tone—Make sure this box is checked.
                        • Called Party Transformations, Discard Digits—Select <none>.
                        Step 4   Click Insert.

                        Unified CM saves the translation pattern.

                        Step 5   Repeat Step 2 to Step 4 with the following changes:
                        • Translation Pattern—9.911
                        • Called Party Transformations, Discard Digits (Outgoing Calls)—PreDot

                        After you have configured the 9.911 translation patterns, you must create the route points. Table 1 provides emergency call route points for 9.911.

                        Note   

                        These route points are similar to the route points that you created in the Create Emergency Call Route Points. In this case, you enter E911 for the partition instead of Phones.

                        Table 4 Emergency Call Route Points for 9.911

                        Route Point Setting

                        Route Points

                        Primary Number (911)

                        Backup Number (912)

                        ELIN (913)

                        Device Name

                        RP911

                        RP912

                        RPELIN913

                        Description

                        The emergency call number for the area. Emergency Responder handles all calls to this number.

                        Route point for the Emergency Responder standby server. If the primary server is unable to handle a call, the standby server receives the call through this route point.

                        The destination of all incoming calls from the PSAP. Emergency Responder transfers these calls to the emergency caller. Route pattern is prefix (913) plus 10 Xs. Number of Xs should be the same as the standard phone number used in your locale based on your numbering plan.

                        The number can only consist of numbers and Xs.

                        Directory Number

                        911

                        912

                        913XXXXXXXXXX

                        Partition

                        E911

                        E911

                        E911

                        Calling Search Space

                        E911CSS

                        E911CSS

                        E911CSS

                        Forward Busy

                        Destination: 912

                        CSS: E911CSS

                        Destination: One of:

                        • Route pattern for default ERL.
                        • Onsite security number.

                        CSS: E911CSS

                        Destination: Onsite security number.

                        CSS: E911CSS

                        Forward No Answer

                        Destination: 912

                        CSS: E911CSS

                        Destination: One of:

                        • Route pattern for default ERL.
                        • Onsite security number.

                        CSS: E911CSS

                        Destination: Onsite security number.

                        CSS: E911CSS

                        Forward On Failure

                        Destination: 912

                        CSS: E911CSS

                        Destination: One of:

                        • Route pattern for default ERL.
                        • Onsite security number.

                        CSS: E911CSS

                        Destination: Onsite security number.

                        CSS: E911CSS

                        Note   

                        Configuring call-forwarding numbers for the standby server ensures that calls are either routed to the PSAP servicing the default ERL, or onsite security, if the standby server cannot handle the call. If you do not install a standby server, use these settings for the primary server. Configuring call-forwarding numbers for the ELIN route point ensures that PSAP callbacks go to onsite security if Emergency Responder cannot handle the call.


                        Create Route Points for 9.911

                        To create the route points for 9.911, follow these steps:

                        Procedure
                          Step 1   In Unified CM, select Device > CTI Route Point.

                          The Find and List CTI Route Points page appears.

                          Step 2   Click Add a new CTI Route Point.

                          The CTI Route Point Configuration page appears.

                          Step 3   Fill in the CTI route point properties:
                          • Enter a unique name, such as RP911, in the Device Name field to identify this as the emergency call number. Table 1 shows suggested names, but you can use any name you choose.
                          • Select the appropriate device pool from the Device Pool menu.
                          • Select the calling search space for the route point, as listed in Table 1.
                          Step 4   Click Insert to add the new CTI route point.

                          Unified CM adds the route point and asks if you want to configure line 1. Click OK to configure line 1.

                          Unified CM opens the Directory Number configuration page.

                          Step 5   Enter the configuration for the line you are creating using the information in Table 1.
                          Step 6   Click Insert.

                          Unified CM adds the line to the device. Repeat this procedure until all devices described in Table 1 are configured.

                          For additional assistance, see the documentation and online help included with Unified CM.


                          Create Alternate Emergency Call Numbers

                          If your users are used to dialing 9 (or another number) to get an outside line, they might try to dial the emergency number by first dialing the outside line access number. For example, if the emergency number is 911, they might try to dial 9911. If you want to accommodate these possibilities, configure translation patterns for the numbers you think are likely to be used. This procedure shows how to set up 9911 as an alternate emergency call number.

                          To create alternate emergency call numbers, follow these steps:

                          Procedure
                            Step 1   Select Route Plan > Translation Pattern.

                            Unified CM opens the Find and List Translation Patterns page.

                            Step 2   Click Add a New Translation Pattern.

                            Unified CM opens the Translation Pattern Configuration page.

                            Step 3   Create the translation pattern:
                            • Translation Pattern—The number you want to support as an emergency number. In this example, 9.911.
                            • Partition—Select Phones.
                            • Numbering Plan—Select the numbering plan for your area.
                            • Calling Search Space—Select E911CSS.
                            • Route Option—Select Route this pattern.
                            • Provide Outside Dial Tone—Select this.
                            • Called Party Transformations, Discard Digits (Outgoing Calls)—Select PreDot.
                            Step 4   Click Insert.

                            Unified CM saves the translation pattern. To add additional translation patterns, return to Step 2.


                            Set Up Calling Search Space for Gateway and PSAP Connection

                            You must set up a gateway to use a CAMA or PRI connection to the emergency network or PSTN so that emergency calls can be routed to the local PSAP. See the documentation for your gateway for information about setting up the gateway, and the Unified CM documentation for configuring the gateway. After you set up the gateway, you can follow this procedure to set up the calling search space for the gateway.

                            To configure the calling search space for gateways used to connect to the PSAP, follow these steps:

                            Procedure
                              Step 1   Select Device > Gateway.

                              Unified CM opens the Find and List Gateways page.

                              Step 2   Click Find without entering search criteria to list all of the gateways, or enter the search criteria required to list the gateway you want to configure and click Find.

                              Unified CM lists the gateways that match your criteria.

                              Step 3   Click the gateway you want to configure.

                              Unified CM opens the Gateway Configuration page.

                              Step 4   Select E911CSS for Calling Search Space.
                              Step 5   Click Update.

                              Unified CM saves your changes.


                              Create Route Patterns for Inter-Cisco Emergency Responder Group Communications

                              If you have more than one Emergency Responder group in a Emergency Responder cluster, you must configure route patterns to enable each Emergency Responder group to route emergency calls to another Emergency Responder group if a caller's phone homes to a Unified CM cluster outside the current location of the phone. See Emergency Responder Clusters and Groups for a detailed explanation of how Emergency Responder groups communicate within a Emergency Responder cluster.

                              This procedure explains how to create the route pattern for one Emergency Responder group. You must create this pattern in the Unified CM clusters that are not supported by the Emergency Responder group. Consider the network setup in the following figure .

                              For inter-group communications to work:

                              • You must define inter-cluster trunks in each Unified CM cluster to enable communications between the Unified CM clusters. See the Unified CM documentation for information about creating these types of gateways.
                              • You must define the route pattern 1000.911 in Unified CM clusters CCM-C and CCM-D.
                              • You must define the route pattern 2000.911 in Unified CM clusters CCM-A and CCM-B.
                              • In Emergency Responder group 1, define 1000.911 as the Inter Emergency Responder Group Route Pattern.
                              • In Emergency Responder group 2, define 2000.911 as the Inter Emergency Responder Group Route Pattern.

                              These definitions allow a call in an ERL managed by Emergency Responder group 2 to be routed to Emergency Responder group 2 even though the phone homes to Unified CM cluster CCM-B, which is serviced by Emergency Responder group 1.

                              Figure 1. Understanding Inter-Cisco Emergency Responder Group Route Patterns



                              Before You Begin

                              The dial plans must be unique between all Unified CM clusters supported by a Emergency Responder cluster. For example, in the network shown in Figure 1, the extension 3003 can only be defined in Unified CM cluster CCM-B.

                              To create the route pattern for one Emergency Responder group, follow these steps:

                              Procedure
                                Step 1   Select Call Routing > Route/Hunt > Route Pattern.

                                Unified CM opens the Find and List Route Patterns page.

                                Step 2   Click Add a New.

                                Unified CM opens the Route Pattern Configuration page.

                                Step 3   Enter the information for the route pattern:
                                • Route Pattern—A pattern that you can transform to the emergency call number, typically a number, a dot, and the emergency call number. For example, 1000.911 or 2000.911. The pattern can only consist of numbers and dots.
                                • Partition—Select E911.
                                • Numbering Plan—Select the numbering plan for your area.
                                • Gateway/Route List—Select the inter-cluster trunk gateway to use for connecting to the Unified CM cluster supported by the Emergency Responder group whose inter Emergency Responder group route pattern you are defining.
                                • Route Option—Select Route this pattern.
                                • Called Party Transformations, Discard Digits—Select PreDot if you use the suggested pattern, such as 1000.911. If using a different technique, select the appropriate setting and enter a Called Party Transform Mask if necessary (to dial the emergency number).
                                Step 4   Click Save.

                                Unified CM saves the route pattern. To add additional route patterns, return to Step Add a New Route Pattern. Unified CM opens the Route Pattern Configuration page.

                                Step 5   Ensure you define the route pattern in all other Unified CM clusters serviced by Emergency Responder groups other than the Emergency Responder group whose inter Emergency Responder group route pattern you are defining.
                                Note   

                                For emergency calls to work across Emergency Responder ServerGroups in a Emergency Responder cluster with Unified CM 8.5 or later, the Calling Party Selection option should be set to Originator in the Device> Trunk Configuration page in Unified CM Administration website.



                                Note


                                For emergency calls to work across Emergency Responder ServerGroups in a Emergency Responder cluster with Unified CM 8.5 or later, theCalling Party Selectionoption should be set to Originator in the Device> Trunk Configuration page in Unified CM Administration website.


                                Related Information

                                Create Emergency Responder Cisco Unified Communications Manager User

                                You must add Emergency Responder as a Unified CM user. The settings you enter here are used when you configure the Unified CM settings for Emergency Responder.

                                To add Emergency Responder as a Unified CM user, follow these steps:

                                Procedure
                                  Step 1   In Unified CM, select User Management > Application User. Click the Add New button.

                                  Unified CM displays the Application User Configuration page.

                                  Step 2   Complete the following required fields:
                                  • UserID—Use a descriptive name such as "Emergency_Responder_User."
                                  • Password—Enter a password for this user.
                                  • Confirm Password—Reenter the password for this user.
                                  Step 3   In the Device Information section, select the desired route points and CTI ports and then click the down arrow to add the selected devices to the user control list. The list of devices appears in the Controlled Devices area.
                                  Step 4   Select the following devices:
                                  Note   

                                  You may need to use Find Phones or Find Route Points to select the desired devices.

                                  1. All CTI ports created for Cisco Emergency Responder use. For more information, see "Creating the Required CTI Ports" section.
                                  2. The primary emergency call number, for example, 911.
                                  3. The backup emergency call number, for example, 912.
                                  4. The route point used for ELINs, for example, 913XXXXXXXXXX.
                                  Step 5   Click Save.
                                  Step 6   In the Unified CM menu at the top, click User Management > User Group.

                                  The user group search page appears.

                                  Step 7   At search criterion, enter standard and click Find.

                                  The list of user groups starting with the name standard appears.

                                  Step 8   Click the Standard CTI Allow Calling Number Modification user group link to display the User Group configuration page.
                                  Step 9   Click Add Application Users to Group.

                                  The Find and List Application Users popup window appears.

                                  Step 10   Enter the User ID created in as the search criterion and click Find.

                                  The list of Applications users appears.

                                  Step 11   Check the check box next to the user ID and click Add Selected.

                                  Unified CM adds the selected user to the Standard CTI Allow Calling Number Modification user group.

                                  Step 12   Click User Management > User Group.

                                  The user group search page appears.

                                  Step 13   Enter standard as the search criterion and click Find.

                                  The list of user groups starting with the name Standard appears.

                                  Step 14   Click on the Standard CTI Enabled group.

                                  Repeat steps 9 through 11 to add the user to the Standard CTI Enabled group.


                                  Assign Security Personnel on E.164 Dial Plans

                                  An E.164 number with a leading + is not a supported as an onsite security telephone number by Emergency Responder.

                                  If the onsite security telephone number configured on Unified CM is an E.164 with a leading +, then you must configure the onsite security telephone number on Emergency Responder without the leading +, and configure a Translation Pattern on Unified CM to add the leading + to the onsite security telephone number as it is received from Emergency Responder.

                                  Follow these steps:

                                  Procedure
                                    Step 1   Place the telephones in the Phones Partition.
                                    Step 2   Place 912, 913XXXXXXX in the E911 Partition and assign E911CSS to it.
                                    Step 3   Create PhoneCSS with Phones Partition and assign it to Phone Line.
                                    Step 4   Place the 911 in Phone Partition and assign E911CSS.
                                    Step 5   Create E911CSS with Partition E911 and Phones.
                                    Step 6   Create a Translation Pattern.
                                    Step 7   Place the Translation Pattern in the E911 Partition that matchs the Onsite Security Personal DN configured on the Emergency Responder.
                                    Step 8   On the Translation Pattern, configure the Calling search space to be PhoneCSS.
                                    Step 9   Under the called party transformation, set Prefix Digits to +.

                                    The translation pattern now routes the call to the CSS containing the partition assigned to the telephones.