Emergency calls
In this case, calls from an internal telephone to configured emergency numbers are regarded as emergency calls. Special rights apply to calls to emergency numbers. The emergency numbers available at a location must be configured in the PBX for this purpose.
The exchange line access number required for other telephone calls (factory settings) can be omitted for emergency calls. This has the benefit that even people who do not know how to use exchange line access numbers can make emergency calls. If the emergency priority circuit is enabled (factory settings), emergency calls take priority over other calls. If required, a call can be interrupted to enable an emergency call.
Special numbers such as 112 are dialled correctly, without a prefix, without colliding with internal phone numbers.
When a call is made to an official emergency number, the provider transmits the location to the emergency call centre. Localization is necessary if the caller is no longer able to give his name and address. The provider usually uses the contractor's address or the address of the requested location.
Caution: It is essential that the address the provider has stored for your accounts matches the location of your PBX.Accounts whose location does not match your PBX's location cannot be used for emergency calls. You must set up and specify the correct location for these accounts.
Caution: When telephones are being operated in several locations (e.g. used by several company offices, external staff or home offices), remember that emergency calls to these telephones can only be made if specific requirements have been met.In addition, the providers and accounts can be prevented from making emergency calls if you disable the emergency call ability. Make this setting for providers and accounts that are unreliable or that should be prevented from making emergency calls for other reasons.
If a telephone has to be blocked, to prevent it being used for emergency calls, for example, to prevent misuse, this block can be set for the associated user.
Softphones (also called soft clients) are very often not permanently bound to a location and are therefore created without a location by default. An emergency call with the softphone via the PBX is therefore not possible.
Caution: Label the telephones that cannot be used for emergency calls. Inform all the users affected by this that they must use a different telephone that is available at that location to make emergency calls. For an emergency call via a smartphone, do not use a softphone installed on it, but normal mobile telephony.
Further help under LocationsRequirements for emergency calls at several locations
Each official emergency number is assigned to a location and, therefore, to a country. Emergency calls to official emergency numbers are only made using accounts whose location is the same as the location of the telephone from which the call is made. This ensures users can access the emergency services in their country and that the provider sends the correct location to the emergency call centre.
The ability for remote locations such as other company offices in the same country and abroad to make emergency calls can be enabled by assigning each of them their own valid account.
If another company office were located in the same local telephone network as the PBX, e.g. in the same district or in another street, it could use the same emergency numbers. However, in this situation, the provider would not be able to send the correct address to the emergency call centre. In the worst case, this might mean that an ambulance was sent to the wrong location. This problem can be resolved by the provider a separate account to the address of the second location. In the PBX, another location, with a different name, must then be set up for this account and the telephones associated with it.
Caution: If a telephone's ability to make an emergency call cannot be guaranteed (e.g. in the case of telephones used in a home office), mark it accordingly. Inform all the users affected by this that they must use a smartphone or a different telephone that is available at that location to make emergency calls.Legal emergency numbers
Legal emergency numbers here are special numbers that do not follow the standard numbering scheme, therefore, do not start with a country or local area code. Each phone number is assigned to a location and therefore, to a country. For calls to legal emergency numbers, the used account must be assigned to the location of the used telephone.
The standard depends on the configured countries under locations. Entries remain but can be manually deleted when the location settings are changed.
User-defined emergency numbers
User-defined emergency numbers here are numbers that follow the standard numbering scheme. Each phone number is assigned to a location and therefore, to a country. For calls to user-defined emergency numbers, the according standard account is used.
Service numbers
In addition, local service numbers, such as numbers for doctors or local authorities can be set up in the PBX. No special rights are applied on calls to special numbers. Service numbers here are special numbers that do not follow the standard numbering scheme, therefore, do not start with a country or local area code. Each service number is assigned to a location and therefore to a country. For calls to service numbers, the used account must be assigned to the location of the used telephone.
Process
An emergency call is made like this:
1.The user dials an emergency number on an internal telephone.
The following rules/restrictions apply:
−Depending on the configuration, emergency calls can be made either with or without dialling the exchange line access number. This has the benefit that even people who do not know how to use exchange line access numbers can make emergency calls.
2.The PBX system compares the phone number that was dialled with the emergency numbers set up in the system.
The following rules/restrictions apply:
−Official emergency numbers are country-specific, and therefore also location-specific. The validity of these numbers is always defined by the location of the telephone from which the call is made.
3.If the emergency number is recognised, the PBX checks whether the emergency call can be made.
The following rules/restrictions apply:
−An emergency call cannot be made if the associated user is prevented from making emergency calls.
−An emergency call cannot be made if the emergency number dialled is on a valid blocklist.
4.The PBX checks whether suitable accounts are available for the emergency call.
The following rules/restrictions apply:
−Emergency calls to official emergency numbers are only made using providers/accounts whose emergency call ability is enabled.
−Emergency calls to official emergency numbers are only made using accounts whose location is the same as the location of the telephone from which the call is made.
−If the phone cannot make an emergency call, the user is informed by an announcement.
5.If suitable accounts are found, the PBX makes the emergency call.
The following rules/restrictions apply:
−If the account that is preferred in exchange line routing is available and present, the emergency call is made using this account when possible.
−Emergency calls can be configured to take priority over other calls. If required, a call can be interrupted to enable an emergency call.
−The phone number is always sent along with an emergency call. If number presentation suppression is switched on, it is disabled automatically when the emergency call is made.
Configuration
•Location where the PBXs and individual accounts are operated.
−Exchange lines > Exchange line request/locations
•Making general settings for emergency calls and configuring emergency numbers.
−Exchange lines > Emergency calls
Note: Legal emergency numbers are preset with the location setting.•Enabling/Disabling emergency call ability for providers.
−Exchange lines > Providers and Accounts > Name of the provider > > Settings
•Enabling/Disabling emergency call ability and configuring locations differing from the standard for accounts.
−Exchange lines > Providers and Accounts > Name of the account > > Settings > Network Provider
•Configuring emergency call routing.
−Exchange lines > Exchange line routing > Exchange line routing outgoing
•Configuring emergency call reaction for users.
−User > Phone numbers > > Configure > Exchange line settings
•Managing and assigning audio files for emergency call announcements.
−Functions > Music on Hold/announcements > File management
−Functions > Music on Hold/announcements > File assignment
Note: The PBX is supplied with emergency call announcements in English and German. You can create other emergency call announcements in the local language at a later point in time.Alternative function on an internal phone:
•Recording, listening to and deleting announcements.
Description of operation under Emergency Call Announcement