Partner Support

Applies To

Call2Teams - Customer/Partner

Overview

Dynamic Emergency Trunk is a feature add on to the product, which allows Call2Teams to route Calls from Microsoft Teams which contain an Emergency Header and/or PIDF-LO to the customer's chosen Emergency routing provider.

The purpose of this solution is to provide a solution for systems which cannot process the PIDF-LO messaging within the SIP INVITE and so usually respond with a 405 Method Not Allowed causing the Emergency Calls to drop. 

Prerequisites 

To use the Call2Teams Dynamic Emergency Trunk feature, customers must first have an account set up with an Emergency Provider.

The Emergency Provider should provide the customer with the trunk details to connect to their service. 

Depending on provider, they may ask that the customer provide two dedicated IP addresses so they can add them to their Allow lists and so accept calls. 

Ordering & Setup

1. Order the Dynamic Emergency Trunk product at the top level/Base Customer Portal (this is usually where the customer's company admin users exist).

Note: If the Emergency provider requires dedicated IP addresses for the customer's service then it is possible to order these at this level.

2. Go to the Service tab at the base account level; the Trunks Tab is selectable:

- Select the Emergency Trunk provider template from the drop down list or choose custom to enter the details manually. 

- Once the form is complete, be sure to enable the trunk as an Emergency Trunk, as per the example below:

3. Find or Add the PBX or Trunk template in the Branding Tab, then click the pencil icon to edit the template.

Note: DET requires a Branding subscription to be able to allocate the Emergency Trunk to the PBX or Trunk templates used by customers. If access is required, our support team can provide a Template branding product inclusive as part of the DET order.

4. It is now possible to link an Emergency Trunk to the PBX/Trunk Template:

Once linked, any customers who have this PBX/Trunk Template and place a call which contains PIDF-LO and the Emergency flag in the SIP INVITE will be routed to this Emergency Trunk.

To set Emergency numbers Please see; Link Here

5. Follow the steps in the attached PDF (Link Here) to setup the Teams Admin Centre with customer user locations. 

NOTE: For any support with this please contact the Emergency Trunk Provider

Non-US Emergency Numbers

The current DET service offering identifies calls from the MS Teams client which contain an Emergency Flag in the SIP INVITE.

The Teams Admin Centre allows users to configure multiple emergency numbers which can then be used for PIDF-LO data and Teams notifications. It is strongly advised that users DO NOT configure non-US emergency numbers in this section of the Teams Admin centre as this will most likely cause the non-US emergency call to route via the DET Trunk which in most instances the Emergency routing service provider will reject the call as it falls outside of their territories. 

Please Note: Any Emergency number outside of the US will still be treated as an emergency call when it hits the PBX or Trunk and so this Feature within Teams Admin Centre is only suitable for 911 or 933 test calls at this time.  

Disclaimer

Please note Destiny Automate cannot be held responsible for the content of any third-party documentation offered.