These topics describe the various roles for Cisco Emergency Responder (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.
You probably already have emergency response policies and procedures in place. Consider how Cisco Emergency Responder (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 online help for information about 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.
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. Users 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 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 Cisco Emergency Responder 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 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.
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 Emergency Responder.
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.
Add new onsite personnel or remove old ones; update phone numbers
As onsite alert personnel are added, define them in Cisco Emergency Responder and assign them to the appropriate ERLs. Likewise, as personnel are removed, remove them from their ERLs and then from Cisco Emergency Responder. Update phone numbers, e-mail address, and other contact information as they change.
Remove switches from the Cisco Emergency Responder configuration if you remove them from the network. Non-existent switches in the Cisco Emergency Responder configuration do not create problems, but they do increase the time required to do phone tracking, because Cisco Emergency Responder attempts to connect to the switch must time out before moving on to the next switch.
If you change the read community string on any defined switch, you must update the SNMP settings in Cisco Emergency Responder. Until the setting is updated, Cisco Emergency Responder cannot track phones attached to the switch.
If a Unified CM cluster is added to the network, or one is removed, update the configuration for the Cisco Emergency Responder group that supports the cluster. Although you have the authority to make these updates, your organization might assign the primary responsibility to the Cisco Emergency Responder system administrator.
If a Unified CM cluster is added to the network, or one is removed, update the configuration for the Cisco Emergency Responder group that supports the cluster. Although you have the authority to make these updates, your organization might assign the primary responsibility to the Cisco Emergency Responder network administrator.
Monitor the email alerts that Cisco Emergency Responder generates
If your email ID is configured in the server group settings, Cisco Emergency Responder sends email alerts about critical errors to you. You are expected to understand the error and take action to correct the problem.