FAQs: Enhanced 911

This situation indicates that the address in question is verified for postal services, but not for emergency services. When you add the emergency number to make the location available for use on sites, additional verification for emergency services is performed. 

Emergency verification confirms that the exact geographical location of the address is known to emergency responders, so that responders can locate the caller if an emergency occurs. Emergency verification is provided directly by the carrier who delivers the call to the emergency responders. The nature and process of that verification varies by jurisdiction.

For more information, see Address verification overview and Make a location available for sites.

All addresses are subject to some level of verification. Telecom regulations require Genesys to validate addresses used for Genesys Cloud Voice services for the purposes of billing and emergency services. If the location is not used for Genesys Cloud Voice services, then the verification status provided by Genesys Cloud is purely informational and has no impact on the services provided by Genesys Cloud.

For more information, see Create a location.

Ray Baum’s Act requires that a dispatchable location is conveyed with 911 calls to dispatch centers, regardless of the technological platform used, including 911 calls from MLTS. The purpose of Ray Baum’s Act is to ensure that dispatchers know the accurate location of 911 callers.

For more information, see Set your Emergency Address when working remotely.

An emergency capable number is a number that is capable of being registered with the Emergency Services administration in a given country. This registered number is linked to a specific address that emergency services will use as the location to send help when someone dials 911. For more information, see When setting up a location for Genesys Cloud Voice, how can I tell if the number I specify as the Emergency Number is emergency services capable?

No. The majority of numbers available in Genesys Cloud Voice are designated for call center inbound traffic only and are not registered with Emergency Services in the country. For more information, see When setting up a location for Genesys Cloud Voice, how can I tell if the number I specify as the Emergency Number is emergency services capable?

Yes, but only directly in Genesys Cloud Voice, where Genesys Telecom is the carrier. If you are using BYOC cloud or BYOC Premises, you need to work with your carrier to ensure accurate E911 address information is in use. For more information about enabling support for Ray Baum’s Act in Genesys Cloud Voice, see Set your Emergency Address when working remotely.

For more information on Ray Baum’s Act, see this article on the FCC website.

Yes, for Genesys Cloud Voice services. A Genesys Cloud Voice emergency services capable number is required as the emergency number for any location that has a site with a Genesys Cloud Voice trunk configured as the outbound route. Locations that are used for non- Genesys Cloud Voice services, such as BYOC, are not required to have a Genesys Cloud Voice emergency number.

Under the Emergency Calling Provisions included in Genesys Terms of Service, the customer agrees to provide their address for provisioning. By requiring the Emergency Location Identification Number (ELIN) to be Emergency Service capable, Genesys assures the submitted address can be properly associated to a number that is capable or outbound dialing emergency service.

No. Genesys discourages Genesys Cloud Voice customers from transferring incoming calls to Emergency Services. The proper way to handle an incoming emergency call is to request that the calling party hang up and directly dial 911. If an agent transfers an inbound call to 911 on behalf of the caller, the Emergency Services operator does not receive the original callers phone number or location. Instead, the operator sees the number and location of the agent who made the transfer. However, if an agent does transfer a call to 911, use the consult transfer option to speak with the Emergency Services operator to convey essential information before transferring the call. 

Yes, as long as you have these two things in place: 

1. Security desk email address
2. The physical location address

For more information, see Configure Genesys Cloud Voice E911 to support Kari’s Law.