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West Corporation

Posted on March 6, 2017 by West Corporation 


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Keeping Remote Users Safe with E911

Employees are traveling across the nation to attend meetings and conferences. Businesses are adopting tele-working policies and corporations are allowing teams to meet and brainstorm off-site. However, what happens when one of your remote employees dials 911 from their soft client? Does your organization know where they are? Can you connect them to the help they need in a timely manner? Though the ability for users to work remotely can provide organizations with greater flexibility, connecting these workers to E911 can represent a challenge to an enterprise.

Implementing E911 Connectivity for Remote Users

We make it simple for your enterprise to maintain accurate user-location information for 911 purposes, even for your highly mobile remote workers.

West’s Emergency Gateway (EGW) – an E911 management appliance – includes a Remote Location Manager (RLM) module that allows off-site users to self-provision their locations. Its easy-to-use interface automatically pops up on the employee’s screen when they connect to a new off-site location and prompts them to enter their address details. RLM is intelligent, and is able to identify when the user has connected to a previously entered location, so they only have to self-provision a location once.

EGW works in conjunction with West’s Emergency Routing Service (ERS), which validates the user’s self-provisioned location for accuracy. When a remote user dials 911, ERS uses that location information to identify the correct local Public Safety Answering Point (PSAP) for call routing and delivers the call and self-provisioned caller-location information accordingly.

How it works: Typical remote user call flow

An employee is working from home or at a local coffee shop using a Unified Communications (UC) soft client. They have entered and validated their location using RLM. Suddenly, an emergency strikes and the user dials 911:

  1. The enterprise’s UC system routes the 911 call to EGW, which uses the soft client’s unique identifiers to retrieve the user’s self-provisioned location.
  2. EGW sends the call and location information to ERS.
  3. ERS uses the location information to determine the appropriate PSAP for call routing.

The remote user’s 911 call is connected to the PSAP, and their self-provisioned location automatically displays on the dispatcher’s screen.

Regardless of the remote user’s location, West connects the user to the nearest PSAP within seconds.

Are your remote users able to access 911 if they need to? Do you want to bounce ideas off of one of our experts? Are you looking to implement a reliable, comprehensive and cost-effective E911 solution within your enterprise?

Then contact one of our E9-1-1 experts who can assist you with your questions and help you build the right solution for your unique environment.

Tell us in the comments section below if your enterprise supports remote users.



West Corporation

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