Specifications

Emergency 911 Operations
ShoreTel 7.5 Administration Guide B – 3
For 911 calls placed from residential or a single-site businesses, determining the
location of the calling party is fairly simple and straightforward. However, when
dealing with large offices and campus environments, your 911 configuration can get
complex. If you are maintaining a configuration that has many remote sites, it is
imperative that you do the following:
• keep your 911 information current with your PSAP
• work with your service provider to find out what kinds of caller ID information
they will accept
• work with the local PSAP to ensure that any changes in your 911 configuration
(i.e. names, phone numbers, locations of the members) are mirrored in the PSAP’s
database
Roles and Responsibilities
Each participant in a 911 call has a different role to fill and a different set of
responsibilities to handle.
The role of the PBX is to:
• route the call out the proper trunk
• pass the correct caller ID number to the CO (PRI only)
The role of the CO is to:
• work with you, the customer, to ensure that the correct caller ID number is passed
to the PSAP
• pass the “billing number” of the trunk to the PSAP if no other caller ID number
has been specified
The role of the PSAP is to:
• host a database that maps the caller ID numbers to the physical location of the
users
• receive 911 calls
• display information about the calling party to a dispatcher
• send the proper emergency response personnel to the caller’s location
The role of the customer (i.e. you) is to:
• decide which type of caller ID information best fits your needs for 911 calls
• work with the service provider to verify that they will accept your preferred type of
caller ID information
• communicate any changes to your 911 configuration to ensure the PSAP is current