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Remote Location Manager


The Remote Location Manager (RLM) is a module of West Safety Services’ Emergency Gateway (EGW) appliance. It helps organizations ensure that the E9-1-1 location information for off-campus users is accurate and upto-date, and eliminates the need for these users to notify administrators of any location changes. The RLM integrates with our Emergency Routing Service (ERS) for location validation purposes, and to route 9-1-1 calls to the appropriate Public Safety Answering Point (PSAP) across the US and Canada.

The RLM runs on specific Cisco and Avaya IP endpoints. It displays a provisioning page, which permits an off-campus user to enter their location. The RLM sends this location from the endpoint to the EGW, which then forwards the location for real-time validation and provisioning in our ERS. Should the off-campus user dial 9-1-1, the last provisioned emergency location is used to route the call to the correct PSAP. Keep off-campus users safe, reduce administration requirements and support phone mobility with West Safety Services..


The table below lists the various endpoints supported by the RLM. IP-PBX Vendor Supported Endpoints


  • Unified IP phones 7940 and above
  • IP Communicator • UC Integration™ for Microsoft Office Communicator
  • Unified Personal Communicator (version 8.5 and up, Windows only)
  • Cisco Jabber for Windows version 9.x


  • 4610SW, 4620/4620SW, 4621SW, 4622SW, 4625SW
  • 9620/9620C/9620L, 9630/ 9630G, 9640/9640G, 9650/ 9650C, 9670G
  • IP Softphone R5.x and above
  • One-X Communicator R5.21 and above
  • One-X Agent R2.0 and above


The RLM is available as a service on Cisco IP phones equipped with XML browsers (e.g. Cisco IP hard phones, Cisco IP Communicator soft phones). When a Cisco IP phone registers on the network, the RLM Notifier ensures that the RLM provisioning page is automatically displayed. The RLM Notifier uses CTI to listen for IP phone registration events on the network. When an IP phone registration event is detected, the RLM Notifier instructs the IP phone to request the RLM phone service from the EGW. The RLM provisioning page is then displayed on the phone’s XML browser, prompting the user to verify that their provisioned location is correct, or update their location accordingly.


The RLM is available as a service on Avaya IP hard phones equipped with a WML browser. When the user logs in to their Avaya IP phone, a Push registration request is sent to the EGW. Avaya Communication Manager then uses its Display Push capabilities to send the RLM provisioning page to the WML browser of the Avaya IP phone. This prompts the user to verify that their provisioned location is correct, or update their location accordingly.


The RLM is available as an application that runs in the system tray for Windows-based soft phones (e.g. Cisco UC Integration for Microsoft Office Communicator, Cisco Jabber, Avaya IP Softphone, Avaya One-X Communicator/Agent). When a Windows-based soft phone boots up or changes network settings, the RLM application pops up onto the user’s screen. This prompts the user to verify that their provisioned location is correct, or update their location accordingly. RLM Provisioning page on Cisco IP Communicator RLM Provisioning page on Avaya IP Hard Phone RLM Provisioning page pop-up 3 HOW IS


While other solutions may offer some capabilities similar to West Safety Services’ RLM, they do not provide the same robust E9-1-1 support your users require. The RLM is different in three key ways:

1 Locations are assigned to endpoints, not extensions

  • Extensions can be shared between endpoints on the network, which can create problems when it comes to location accuracy and E9-1-1 support.
  • Assigning locations to endpoints ensures the correct location information is sent to the right PSAP, even if the same extension is simultaneously logged-in at multiple locations 2 Users can move on- and off-site with ease
  • Many mobile users frequently move between on- and off-site locations. The RLM allows users to seamlessly switch from off-site to on-site mode.
  • With the RLM, whenever a user moves back on-site their location can be automatically discovered by the EGW.
  • A discovered location will overwrite any self-provisioned location previously assigned to the endpoint.
  • This allows the organization to implement and apply unique on-site and off-site E9-1-1 call routing policies.
  • It also eliminates the need for users to self-provision their locations whenever they log-in on-site. 3 Response Center Mode
  • Response Center mode is designed for highly mobile users.
  • In Response Center mode, 9-1-1 calls are delivered to our Emergency Call Response Center, where APCO-trained call takers obtain the caller’s location and route the call and caller-location information to the appropriate PSAP.

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