Providing an accurate callback number when calling 911 is critical to ensuring an effective and timely emergency response. Public Safety Answering Points (PSAPs) rely on callback numbers as a core safety mechanism when handling emergency calls. Emergency calls frequently disconnect due to different reasons such as accidental hang-ups, network instability or even caller incapacitation, and this is when the PSAP will attempt a callback to the person that dialed 911.
RedSky is introducing the Direct to Extension Callback feature for extension-only users of 911.
In many enterprise environments, users operate on extension-only numbers without assigned Direct Inward Dial (DID) numbers. Historically, this has created challenges when a Public Safety Answering Point (PSAP) needs to call a 911 caller back. One solution is obviously to provide each phone user with a DID but this results in added cost and complexity to the enterprise. The other option is to provide a common or shared callback DID. Providing a front desk, supervisor line, or generic call center number instead of the caller’s direct line introduces significant risks. The 911 dispatcher may reach a receptionist unfamiliar with the incident or supervisor not present at the scene. The person answering the shared line may not be aware and not know the exact location of the emergency or provide incorrect or incomplete details. Organizations that intentionally route emergency callbacks to a general number may face increased liability if delays worsen outcomes, regulatory scrutiny (especially in regulated industries) and claims of negligence if internal procedures impede emergency response.
RedSky addresses this need by now providing the ability of 911 dispatchers to directly callback a 911 caller that only uses an internal extension number on their phone system. This is now available at no additional cost for enterprise customers subscribed to 911 Anywhere.
How it works
RedSky enables callback routing logic that ensures return calls from PSAPs are delivered directly to the originating user, maintaining continuity of communication during active emergencies.
This feature is available only to customers connecting to Redsky using SIP. It is not supported for customers connected using the PSTN – public phone network.
Note that for Service Provider customers,this capability will need to be implemented and supported by the Service Provider and their phone system before their customers are able to take advantage of direct to extension callback
Configuration
When Direct to Extension callback is enabled, it allows the system administrator to configure extension numbers or SIP Tel URIs for users without the need to specify an additional callback DID. This is applicable for various phone and user types as followsL
- Static phone would be configured as a Location with an Alternate ID. A separate callback number is not required.
- MyE911 Users would be configured with a Device User ID as an extension A separate callback number is not required.
- PIDF-LO Users are automatically supported if the call from the user shows an extension number.
When an extension only user makes a 911 call, Redsky will identify that they are calling from an extension. Redsky will then assign one of its DID number from a pool of numbers to that 911 call, and route the 911 call to the PSAP with the DID as the callback number. If and when the PSAP needs to callback, they will dial the Redsky DID. As Redsky receives thet callback from the PSAP, they have the DID assigned to the caller and will route the PSAP callback to the user’s extension over the SIP trunk of the enterprise. The Redsky DID is assigned to the caller for a period of 30 minutes after their 911 call disconnects. If the PSAP attempts a callback after the 30 minutes is expired, they will receive a recorded message that the number is unassigned.
Additional supporting capabilities
The callback from a PSAP is registered in the Call History. The record for that call will be noted as a callback and will also make available the SIP Invite that was sent to the customer phone system if troubleshooting is required.
The ability to ensure in advance of someone making a 911 that the callback is properly configured and working on the customer equipment side is critical. In order to achieve this there is a test capability built in to the Redsky . It allows customers to setup and test callbacks. This ensures that everything such as any firewall, SBC, PBX are properly setup and the routing and audio paths are working.
Every environment is different.
Book a quick walkthrough to see how callback routing would work for your users.
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