Emergency Callback Number in Control Hub in webex
An Emergency Callback Number (ECBN) can be configured for users so that they can receive calls in case of an emergency. As soon as a user’s ECBN has been configured, the PSTN provider is presented with their configured ECBN when the user places an emergency call. There is an emergency call answering service, which is generally referred to as a Public Safety Answer Point (PSAP), and this service is what answers emergency calls and maps them to an Emergency Service Address (ESA) that has been assigned. As we mentioned earlier, the ESA is the address that is received by the PSAP indicating that a caller is in need of assistance.
Requirements and Recommendations
-
ECBNs should be configured with the telephone number of the user who is using it as their identity card number.
-
Users who don’t have a telephone number of their own need to be configured for an ECBN that is as close as possible to their location in terms of telephone number. Depending on where the location is located, it may be configured with either the main number for their location, the ECBN assigned to the location, or any other phone number that they own.
-
It is important that each ECBN configured by the Public Safety Answering Point is the telephone number of the actual user in order to facilitate a call back from the site.
-
As a recommendation, multiple ECBNs are recommended when dealing with larger locations, such as those with multiple floors.
-
In order to facilitate a callback from the Public Safety Answering Point to the device that made the call, it is recommended that you configure users who do not have a device assigned to them (for example, users with only a soft client already assigned) with a telephone number.
Options for ECBN Configuration
It is possible to configure ECBN for a location or a user in a number of ways. The following are some of the options available to you.
There must be a live answering point within the user’s location; for example, a receptionist, or another person within the location; that will answer the calls originating from Location Default ECBN and Location Assigned Number. Whether it is an Auto Attendant, a voice response system (IVR), or another service of this sort, these options cannot be offered.
-
Public Safety Answering Point’s telephone number for returned calls – When a call is returned, it will go directly to the user’s phone number. As a result of the PSTN configuring an Emergency Service Address for the user’s phone, the address is specific to the particular location of the user.
-
There is the option of having a location-specific ECBN configured, which means that the location’s ECBN is not identical to the main number of that location. ECBNs are typically configured by default for locations without dedicated telephone numbers or users who only have extensions but no dedicated telephone numbers.
-
It is possible to configure one user’s telephone number as an ECBN based on another user’s location if you select the Assigned Number from User’s Location option. The use of this option is ideal when a location has multiple floors or buildings and instead of using the main number of the location, this option can be used. A more accurate Emergency Service Address will be associated with the ECBN assigned, allowing it to be associated with a more accurate ECBN.
Configure Emergency Callback Number for a Location
- You can edit a location from the customer view on https://admin.webex.com by going to the Services > Calling section, selecting Locations, then editing the location.
- There is a number to be contacted in case of an emergency.
- To set the ECBN for the location, you should select one of the options listed above.
As soon as the location’s main number is set to a toll-free number, the warning appears to indicate there is no emergency response address associated with a toll-free number.
Figure 1. A location can be configured to give emergency calls back to a specific number
- Then click the Save button.
Configure Telephone Number Users for ECBN
- In the customer view of https://admin.webex.com, select User, then select the user you would like to edit from the list of users.
- In the section called Numbers, click on Calling, and then choose Emergency Callback Number.
- To set the ECBN that will be used by the user, you will need to select one of the options listed.
-
Contact information for the user
-
There is a default number for emergency callbacks at the location
-
Number assigned based on the location of the user
- Then click the Save button.
Configure Extension Only Users/Workspaces for ECBN
The ECBN and Emergency Service Address must be provided for users without their own telephone numbers, such as extension-only users, in order for them to place emergency calls. In these cases, the ECBN or another assigned number from the location can be configured to be used by these users instead of the default number assigned to the location.
- In the customer view in the admin section of https://admin.webex.com, go to Users, and then select the user you want to edit from the list.
- In the section called Numbers, click on Calling, and then choose Emergency Callback Number.
- To set the ECBN that will be used by the user, you will need to select one of the options listed.
-
There is a default number for emergency callbacks at the location
-
The number assigned to the user is based on their location
- Then click the Save button.
Non-Fixed (soft) Devices and ECBN
Many of the users with non-fixed (soft) devices, which are other than desk phones or smartphone devices, are on the move all the time. In the case of emergency calls for mobile users, it can be very challenging to provide an emergency service address (ESA) that is accurate. For users with non-fixed devices, it is recommended that they have a phone number and that they use that number as their ECBN so that their ECBN can be called back in case of an emergency situation.
It is always the native dialer that is able to handle emergency calls on a non-fixed device that has cellular capabilities. In these cases, you will never encounter a situation in which the calls will go through Webex Calling or the location’s PSTN. There is no record of this call as Webex Calling does not detect the call and therefore there is no way to process or record the call in any way.
When non-fixed devices are installed, the administrator is presented with a warning that advises them not to use these devices for emergency calls. An accurate address will not be provided when an emergency call is made from a non-fixed device that does not have cellular capabilities.
Figure 2. Notification of the ECBN
It is possible to provide accurate addresses for non-fixed devices using the RedSky integration if this is desired. Visit RedSky’s website for more information about how it can be used for calling Webex through its Emergency 911 service.
Deleting Key Users or Numbers
There are certain users who have been assigned a direct telephone number for the purpose of ECBN, which is called a key user. A warning message is displayed if a key user/number is deleted that advises that there is an ECBN in use, as soon as deletion occurs.
Figure 3. Delete the notification sent to the user
The ECBN user impacted by the deletion of the key user will automatically default to one of the following settings for ECBN:
-
If one is assigned to them, they will have their own telephone number.
-
If a location does not have a telephone number of its own, the default ECBN will be used.
Specifications
In order to receive emergency callback service through Webex Calling, the following information applies:
-
The Emergency Service Address for an emergency call is not known or stored by Webex Calling for an emergency call. There is a static mapping from the ECBN sent by the PSTN provider to the Emergency Service Address provided by the PSTN provider.
-
There is no support for configuring multiple fixed devices at different locations at the same time. It is important to note that RedSky is capable of supporting more than one fixed device in different locations (depending on the capability of the device).
-
In North America, the 933 number is used to test the configuration of 911 call without initiating a call to the Public Safety Answering Point in order to test 911 call configuration before initiating the call. IVRs that are provided by many PSTN providers repeat the ECBN and the emergency service address every time the call is placed.
Support
Contact Partner Help Desk
If you would like more information regarding the Cisco Calling Plan or if you have questions about Partner how-to and documentation, please contact the Partner Help Desk (PHD).
Contact information for the PHD is as follows:
-
North America: 1-844-613-6108
-
EMEA: +44 129 366 10 20
-
APAC: +61 3 7017 7272
-
Email: webexcalling-phd@cisco.com
Cisco Technical Assistance Center
The Cisco Technical Assistance Center (TAC) can assist you with the following:
-
There are some issues with the functionality of the Control Hub
-
Dropped calls or call quality problems, as well as complete service outages may be caused by issues with the service
Cisco TAC resources:
-
A guide to technical services resources
-
Contact our support team if you need assistance