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.

Why Legacy 911 Thinking Is No Longer Enough

For decades, 911 was built on a simple assumption: people were stationary, phones were wired, and emergency calls came from known locations. That world no longer exists.

Next Generation 911 (NG911) represents a fundamental shift in how emergency communications work — not just for public safety agencies, but for enterprises responsible for employee, student, patient, and visitor safety.

Yet many organizations still approach 911 as a legacy checkbox. NG911 makes that mindset risky.

What NG911 Actually Changes

NG911 replaces outdated analog infrastructure with IP-based, data-rich systems capable of handling voice, text, images, video, and real-time location data. This allows Public Safety Answering Points (PSAPs) to receive better information faster — if that information exists and is accurate.

The problem? Most enterprises are not generating reliable emergency data upstream.

The Enterprise Readiness Gap

While PSAPs modernize, many organizations still rely on static location databases, manual updates, and emergency calling models designed for desk phones that never move.

Today’s reality includes:

• Hybrid and remote workers
• Cloud calling and UCaaS platforms
• Softphones and mobile endpoints
• Dynamic, non-fixed locations

When location data is incomplete or outdated, NG911 can’t deliver on its promise — and emergency response slows down when seconds matter.

NG911 Starts Before the Call

NG911 success depends on what happens before a call reaches a PSAP:

• Accurate, real-time location awareness
• Validated call routing
• Context that helps responders act quickly

Enterprises that fail to modernize their emergency infrastructure create a weak link in the NG911 chain.

A New Responsibility for Organizations
NG911 is not just a public-sector initiative. It places new expectations on private organizations to:

• Maintain dynamic location data
• Support mobile and hybrid work
• Integrate emergency services into modern IT environments

Organizations that modernize now reduce risk, improve response outcomes, and prepare for future regulatory expectations.

NG911 is here. Legacy 911 thinking is no longer enough.

For years, 911 compliance was treated as a legal requirement — something organizations addressed to avoid fines and audits. Today, that mindset is outdated.

Emergency response has become a workplace safety and duty-of-care issue.

Compliance Was the Starting Line

Regulations like Kari’s Law and RAY BAUM’s Act established important safeguards, but they were never meant to define the full scope of organizational responsibility.

They answered the question:
Can someone reach 911?

They did not answer:

• Can we locate them accurately?
• Can we notify internal responders?
• Can we coordinate response across teams?
• Can we support them after the incident?

The Rise of Duty of Care

Employees, students, patients, and regulators now expect organizations to actively protect people — not just enable a phone call.

This includes:

• Rapid internal awareness
• Coordinated response workflows
• Clear accountability
• Post-incident visibility and reporting

Safety is no longer isolated to security teams. It spans IT, HR, facilities, compliance, and leadership.

The Cost of Fragmented Safety

Many organizations rely on disconnected systems:

• Telephony handles the call
• Security hears about it later
• Facilities scramble for context
• Leadership learns after the fact

This fragmentation creates delays, confusion, and risk.

A Modern Safety Framework

Leading organizations adopt a Find-Route-Notify approach:

• Find: Accurately identify where someone is
• Route: Get the call to the right responders
• Notify: Alert internal teams instantly

This transforms 911 from a compliance requirement into a coordinated safety capability.

Workplace safety doesn’t stop at dialing 911 — that’s where it begins.