Configure the emergency call service

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This article allows to configure the emergency call service for a customer company using a Cloud PBX.

Overview

The emergency call service configuration consists in:

• Configuring the emergency numbers
• Configuring a hunt group as emergency group
• Assigning company members to the emergency group
• Activating the emergency group

By default, the emergency numbers are configured by country, and are associated to the Cloud PBX. Emergency numbers are displayed when accessing the Emergency numbers tab: see: Displaying the emergency number list. On request, ALE International can also configure emergency numbers by SIP trunk.

Making emergency calls from softphone (Rainbow application set as current phone) can be authorized/forbidden in the Cloud PBX: see: Enabling/disabling the right to call emergency numbers from softphones.

The emergency numbers bypass barring rules configured at Rainbow level (restricted and surcharged numbers).

Emergency call service for non US countries

Emergency calls are routed to:

1. The emergency group when the following conditions are met:
   • The number dialed is the emergency number without external prefix, for example 112 and not 0112, and
   • The emergency group is activated and not busy
2. The public network (PSTN) through the SIP trunk if one the following conditions is met:
   • The number dialed is the emergency number preceded by the external prefix (for example 0112)
   • The emergency group is busy. In that case, the first number of the emergency number list is immediately called
   • The emergency group does not answer within 10 seconds. In that case, the first number of the emergency number list is called
   • There is no activated emergency group

To answer emergency calls from Rainbow client, company members must have at least a Voice Business license and an extension number.

Emergency call service for the US

Emergency calls are immediately routed to the public network (PSTN) through the SIP trunk.

The company members assigned to the emergency group are automatically withdrawn from the emergency group with no possibility to change status: they cannot answer emergency calls.

They are only notified when an emergency call is made within the company: the message "Emergency services have been called" is displayed in the bubble associated to the emergency group. 

To receive notifications from Rainbow client, company members must have at least a Voice Business license with chat permission and an extension number.

Displaying the emergency number list

1. From the Rainbow application, click on Manage your customers in the left panel.
2. In the MY CUSTOMERS panel, click on Customers companies.
3. In the right part of the window, click on the name of the target customer company.
4. In the left panel, click on Communication.
5. In the right part of the window, click on Traffic control, then Emergency numbers tab.
   The emergency number list is displayed.

Configuring an emergency group

The emergency group configuration is a two-step process, consisting in:

1. Creating a hunt group as emergency group.
   The emergency group can be created from the Emergency numbers tab, or from the Groups tab.
2. Activating the emergency group.
   The emergency group can be activated from the Emergency numbers tab, or from call settings of the Cloud PBX (Comm. servers tab).

The following sections describe configuration performed from the Emergency numbers tab.

Creating a hunt group as emergency group

1. From the Emergency numbers tab (see: Displaying the emergency number list), click on Create emergency group.

   Note: The Create emergency group option is no longer available once the emergency group has been created. Any new action on the group (modification or deletion) must be done from the Groups tab.

   

2. Review/modify the following parameters:

   Name	Enter the name of the emergency group
   Type	Select Hunt group
   Subtype	Select Regular or Attendant
   Distribution	If Regular is selected, select the type of search to apply to the emergency group for call distribution: Parallel, Serial, or Circular
   Internal number	Select the internal extension number of the emergency group among listed available numbers
   Public number	Select the public number of the emergency group among listed available public numbers

3. Optionally, select the Lock the last member (no empty group) check box to forbid the last member to withdraw from the emergency group.
4. Optionally, select the Allow the group manager to modify the DDI check box to allow member with manager role to manage the public number of emergency group.
5. Click on Next.
6. To add members to the emergency group, enter the first letters of their name or email address. A list of matching entries appears allowing you to select the member of your choice.
   
7. Click on Apply.
   The emergency group is created with the Inactive status.

Activating the emergency group

From the Emergency numbers tab, click on Activate in front of the emergency group status.

The status of the emergency group changes to Active.

Deleting an emergency group

1. From the Emergency numbers tab (see: Displaying the emergency number list), click on Deactivate to the right of the emergency group status.
2. In the right part of the window, click on the Groups tab.
3. In the group list, move your mouse over the emergency group identified by , click on , and select Remove group.
4. Click on Remove.
   The emergency group is deleted from the group list.

Enabling/disabling the right to call emergency numbers from softphones

1. From the Rainbow administration interface, click on Manage your customers in the left panel.
2. In the MY CUSTOMERS panel, click on Customers companies.
3. In the right part of the window, click on the name of the target customer company.
4. In the left panel, click on Communication.
5. In the right part of the window, click on the Comm. servers tab, then click on the target Cloud PBX.
6. Click on the Call settings tab.
7. According to your needs, select or unselect the Emergency calls allowed on softphones check box (selected by default).
8. Click on Apply.