Administration

  • UCX Software - How-To-Guides
Configure UCX for Emergency Dialing

Outbound Route

Navigate to the PBX – PBX Configuration – Outbound Routes page and add a new route:

  • Route Name = Emergency
  • Route CID = Enter the CID to be used for emergencies. If the number is the same as the normal CID, this field can be left blank.
  • Override Extension = If checked, the Route CID will override the extensions normal Outbound CID. The extension’s emergency CID will still be used if it is defined.
  • Route Type = Select the Emergency checkbox.

Under Dial Patterns, enter the emergency numbers used for your country.

In North America, to meet the requirements of the FCC, the route must have a match pattern of 911 with NO prepend digits and NO prefix digits. The following patterns are recommended:

  • 911
  • 9-911 (This is to cover scenarios where the system requires a prefix (e.g. 9) to dial out and users may be accustomed to dialing a prefix.)
  • 933 (This is an automated service to verify the Caller ID information that is sent to the Emergency Service Provider facility.)

Under Trunk Sequence, select the trunk(s) to be used for emergency dialing. Note that CID cannot be sent by the UCX if the call is routed over an analog trunk.

After saving the new route, the final step is to drag the Emergency route to the top of the list on the top right corner, so it would be given the highest priority.

Extensions

The Emergency CID for the extension must be filled in if the emergency CID is different from the normal Outbound CID.

Businesses with multiple buildings or locations must ensure that the CID information is populated for each user that would allow the PSAP to identify the corresponding user’s location. 

For remote users, this emergency CID can be one that is associated with their primary remote working location. For example their home number.

For users who primarily use the app on their cell phone, configure the user’s dialable cell phone number as the emergency CID, as long as the PSAP provider is able to identify that this number is associated with a cell phone.

Verify the Emergency CID

If you are located in North America, you can verify the emergency CID by dialing 933 from each of the extensions on the UCX.

You will hear an automated recording announcing the CID and associated address.

Verify that the number and address is correct.

If the address is incorrect, please contact your trunk provider to update the address associated with the DID.

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