Cisco Unified Communications Manager Features and Services Guide, Release 9.0(1)
Remote Worker Emergency Calling
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Remote Worker Emergency Calling

Remote Worker Emergency Calling

Cisco Unified Communications Manager (Unified CM) can serve users on the customer premises and also users not on the customer premises (off-premises), using remote Virtual Private Network (VPN) connections. When users are on-premises, their location can be discovered automatically, by Unified CM Device Mobility or by Cisco Emergency Responder (ER), for the purpose of determining how to route emergency calls to the appropriate Public Safety Answering Point (PSAP) and to indicate the caller’s location to the PSAP. Without correct location information, emergency calls may reach a PSAP that is unable to dispatch emergency services to the caller’s location, or emergency services may be dispatched to the wrong location.

The Remote Worker Emergency Calling feature supported by Unified CM and ER enables customers to extend reliable emergency calling support to remote workers, by requiring remote workers to confirm or update their location whenever their device registration is interrupted. Users of devices designated for off-premises (connected remotely to the customer network) use are first presented with a (customizable) disclaimer notice, which assures that users are aware of the need to provide correct location information. Then the off-premises location currently associated with the designated device is presented. Users may confirm their current location or select another previously stored location from their device display; if their location is new, then they are directed to the ER Off-Premises User web page to create a new location.

Prior to completion of this process, the user’s device may be restricted by the customer to calling a single configured destination. This assures that the user has acknowledged the disclaimer and provided their current location information before the user’s device is enabled for normal use.

Intrado V9-1-1 service validates and stores the location the user provides, and emergency calls from off-premises users are forwarded by ER and Unified CM to Intrado. Intrado routes emergency calls to the PSAP with jurisdiction for the caller’s location and delivers the user-provided location information together with each call.

Set Up Remote Worker Emergency Calling

Before You Begin

The Remote Worker Emergency Calling features requires that the off-premises user be equipped with a hardware IP phone or software client that supports this feature. The customer must deploy ER as well as Unified CM, and must subscribe to Intrado V9-1-1 emergency call delivery service. Intrado V9-1-1 service is available only in the United States of America.

Procedure
    Step 1   Configure the Owner User ID on the Phone Configuration page to associate the device to be used as off-premises, with the user who is the owner of the device.

    For more information, see Cisco Unified IP Phone Configuration of the Cisco Unified Communications Manager Administration Guide.

    Step 2   Select Require off-premise location, under Device Information on the Phone Configuration page.

    For more information, see Cisco Unified IP Phone Configuration of the Cisco Unified Communications Manager Administration Guide.

    Step 3   Provision alternate routing to be used when a user chooses not to set their location on the phone.
    Alternate routing is accomplished using Clusterwide CallManager Service Parameters:
    • Alternate Destination for Emergency Call
    • Alternate Calling Search Space for Emergency Call
    Note   

    These parameters specify the calling search space and destination number that are used to restrict the routing of any call made from a registered off-premise device where the user chose not to set a location. If these parameters are not configured, then calls will be routed normally.

    For more information, see Service Parameters of the Cisco Unified Communications Manager Administration Guide.

    Step 4   Provision the application server to enable the E911 Proxy to communicate with the Cisco ER provider. This URL is used to direct the end-user to the application server where they enter the location of the device.

    For more information, see Application Server Configuration of the Cisco Unified Communications Manager Administration Guide.

    Step 5   Provision the E911 messages that appear on the end-users phone.

    These messages appear on the end-users device when they are off-premise. Optionally, these messages may be edited.

    For more information, see Set up E911 Messages of the Cisco Unified Communications Manager Administration Guide.