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    911 Dialing option for remote facility

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    • JoeyJakubiak
      JoeyJakubiak last edited by JoeyJakubiak

      We have a remote facility in Georgia that we have an MPLS as the go between there and California. They have Nortel 1104e IP Phones there that use the MPLS to connect to our Nortel/Avaya BCM450 here in California and then out our PRI to make outbound calls. The issue is that when the GA site dials 911 for an emergency the call center shows the call coming from our address in CA and wants to send help to CA. I would like to know your thoughts on the best solution for handling multiple sites like this. Are we looking down the path of a new phone system at this point?
      Thanks!
      Edit: sorry i dont know how i got this posted into IT Careers.

      1 Reply Last reply Reply Quote 0
      • gjacobse
        gjacobse last edited by gjacobse

        Tagging @art_of_shred @Mike-Ralston @Minion-Queen

        Edit: Moved to IT Discussions.

        gjacobse JoeyJakubiak 2 Replies Last reply Reply Quote 0
        • gjacobse
          gjacobse @gjacobse last edited by

          Does the site in GA have any local numbers?

          JoeyJakubiak 1 Reply Last reply Reply Quote 0
          • Deleted74295
            Deleted74295 Banned last edited by Deleted74295

            Is the outbound dialing number the same for both sites? Or can you have different numbers outbound?

            Different numbers should have different addresses for emergency services.

            e.g if they dial out from Georgia they have a Georgia number. If they dial out from Cali, they use the main office number.

            J JoeyJakubiak 2 Replies Last reply Reply Quote 0
            • J
              Jason Banned last edited by

              Couple things..

              You need to make sure the you have lines setup as a branch office for that side.

              Second is you need a call pattern and failover 911 lines besides the PRI incase the MPLS is down. With Cisco this is all done with SRST and Route patterns.

              JoeyJakubiak 1 Reply Last reply Reply Quote 1
              • J
                Jason Banned @Deleted74295 last edited by

                @Breffni-Potter said:

                Is the outbound dialing number the same for both sites? Or can you have different numbers outbound?

                Different numbers should have different addresses for emergency services.

                e.g if they dial out from Georgia they have a Georgia number. If they dial out from Cali, they use the main office number.

                They don't need to be all different if you have a 911 mask.

                1 Reply Last reply Reply Quote 1
                • JoeyJakubiak
                  JoeyJakubiak @gjacobse last edited by

                  @gjacobse said:

                  Does the site in GA have any local numbers?

                  They do have one fax line.

                  1 Reply Last reply Reply Quote 0
                  • JoeyJakubiak
                    JoeyJakubiak @gjacobse last edited by

                    @gjacobse said:

                    Tagging @art_of_shred @Mike-Ralston @Minion-Queen

                    Edit: Moved to IT Discussions.

                    Thank you! Sorry about that!

                    1 Reply Last reply Reply Quote 0
                    • JoeyJakubiak
                      JoeyJakubiak @Deleted74295 last edited by

                      @Breffni-Potter said:

                      Is the outbound dialing number the same for both sites? Or can you have different numbers outbound?

                      Different numbers should have different addresses for emergency services.

                      e.g if they dial out from Georgia they have a Georgia number. If they dial out from Cali, they use the main office number.

                      It is the same. Management wanted to to show the "same" number when calling out from both sites.

                      J 1 Reply Last reply Reply Quote 0
                      • JoeyJakubiak
                        JoeyJakubiak @Jason last edited by

                        @Jason said:

                        Couple things..

                        You need to make sure the you have lines setup as a branch office for that side.

                        Second is you need a call pattern and failover 911 lines besides the PRI incase the MPLS is down. With Cisco this is all done with SRST and Route patterns.

                        Good point on if the MPLS goes down. If it does go down they are screwed!

                        Dashrender 1 Reply Last reply Reply Quote 0
                        • J
                          Jason Banned @JoeyJakubiak last edited by

                          @JoeyJakubiak said:

                          @Breffni-Potter said:

                          Is the outbound dialing number the same for both sites? Or can you have different numbers outbound?

                          Different numbers should have different addresses for emergency services.

                          e.g if they dial out from Georgia they have a Georgia number. If they dial out from Cali, they use the main office number.

                          It is the same. Management wanted to to show the "same" number when calling out from both sites.

                          That's not unusal. Cisco has something just for this http://www.cisco.com/c/en/us/products/unified-communications/unified-survivable-remote-site-telephony/index.html

                          Keep in mind you still need local DSP in the event of WAN fail for 911 to work. Not sure what nortel has for this but google isn't turning up much.. it doesn't even support e911

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                          • Dashrender
                            Dashrender @JoeyJakubiak last edited by

                            @JoeyJakubiak said:

                            @Jason said:

                            Couple things..

                            You need to make sure the you have lines setup as a branch office for that side.

                            Second is you need a call pattern and failover 911 lines besides the PRI incase the MPLS is down. With Cisco this is all done with SRST and Route patterns.

                            Good point on if the MPLS goes down. If it does go down they are screwed!

                            You need to reach out to your Nortel provider and see if they have a local device that your phones can attach to for 911 purposes only.

                            In my situation I have two Mitel 5000 PBXs, all calls flow through the one in the main office, but the fax line is plugged into the local Mitel at the remote location. If someone in that site dials 911, it kills whatever is on the fax line at that time and then dial 911 there locally.

                            The 5000 in my case was included with my system due to the number of phones I was buying. Since you have a preexisting setup, you'll probably need to buy another piece of gear.

                            JoeyJakubiak 1 Reply Last reply Reply Quote 0
                            • Dashrender
                              Dashrender last edited by

                              if you are looking to a whole new phone system, you could do with two FreePBXs, one on each side.

                              1 Reply Last reply Reply Quote 1
                              • JoeyJakubiak
                                JoeyJakubiak @Dashrender last edited by

                                @Dashrender Oh ok cool! I will see if there is such a device for the nortel. Could I put freepbx on the remote site first and still keep the call ID the same for both sites? Not sure if I can get them to approve a full phone system just yet.

                                Dashrender 1 Reply Last reply Reply Quote 0
                                • Dashrender
                                  Dashrender @JoeyJakubiak last edited by

                                  @JoeyJakubiak said:

                                  @Dashrender Oh ok cool! I will see if there is such a device for the nortel. Could I put freepbx on the remote site first and still keep the call ID the same for both sites? Not sure if I can get them to approve a full phone system just yet.

                                  Maybe - that would work as follows.

                                  Build FreePBX for remote location, change all phones at that site to use FreePBX, create connection trunks between FreePBX and Nortel at main location. Create dialing rules in FreePBX and Nortel to route calls as needed (if possible). Install device allowing FreePBX to control Fax line. Setup 911 rules on FreePBX

                                  This is a very high over view of what would need to be done.

                                  JoeyJakubiak 1 Reply Last reply Reply Quote 0
                                  • JoeyJakubiak
                                    JoeyJakubiak @Dashrender last edited by

                                    @Dashrender so what you're saying is go with a whole new phone system ha ha

                                    Dashrender 1 Reply Last reply Reply Quote 0
                                    • Dashrender
                                      Dashrender @JoeyJakubiak last edited by

                                      @JoeyJakubiak said:

                                      @Dashrender so what you're saying is go with a whole new phone system ha ha

                                      Nope - not saying that. If I was in your shoes, I'd definitely check to see if Nortel has a solution for you first. If not, then it's time for management to to help you make a lists of what your needs are and start looking for solutions (which is why you came here in the first place :) )

                                      JoeyJakubiak 1 Reply Last reply Reply Quote 0
                                      • JaredBusch
                                        JaredBusch last edited by

                                        You have no need to attach to a local device.

                                        Simply update your outbound routing for calls from Georgia to spoof the CID number as your fax number whenever they dial 911. It is a very simple thing to do with Asterisk or 3CX

                                        JoeyJakubiak 1 Reply Last reply Reply Quote 0
                                        • JaredBusch
                                          JaredBusch last edited by

                                          Now, in the event of MPLS failure, you have no phone service at all. This is no different than a PRI or POTS be down and making it not possible for you to dial 911.

                                          Consult local laws for the amount of reliability you are required to have for 911.

                                          JoeyJakubiak Dashrender 2 Replies Last reply Reply Quote 0
                                          • JoeyJakubiak
                                            JoeyJakubiak @Dashrender last edited by

                                            @Dashrender said:

                                            @JoeyJakubiak said:

                                            @Dashrender so what you're saying is go with a whole new phone system ha ha

                                            Nope - not saying that. If I was in your shoes, I'd definitely check to see if Nortel has a solution for you first. If not, then it's time for management to to help you make a lists of what your needs are and start looking for solutions (which is why you came here in the first place :) )

                                            Sorry I was trying to be funny and totally blew it ha ha. I will definitely see what Nortel has to offer. If they don't have anything I know where we are headed next.

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