Voice over IP/Advanced VoIP Configuration

Correctly terminating emergency calls

Particular attention should be given to ensuring that emergency calls on VoIP lines are handled correctly. In some cases, it may not be possible to provide useful or reliable emergency service via VoIP services. In this case, it may be possible to offload emergency calls to a landline service.

If reliable emergency service is not available, the handset or VoIP device should clearly be marked with a warning.

Some VoIP providers allow emergency calls to be routed via their service; however this is only of use if you are within an area covered by the receiving emergency call centre. Additionally, a lack of bandwidth or Internet service or a power loss can lead to loss of emergency service via telephone.

Suggestions for dealing with emergency calls

If a functioning landline handset is nearby, it is advisable to attach a notice to the VoIP device directing emergency calls to the landline. It is much easier for emergency services to assist if they have information on your location which is generally not available via VoIP calls.

Where calls are handled by a gateway administered by yourself or your organisation, and the ability to route certain calls via landline exists, the dialplan for your VoIP gateway should immediately route emergency calls via the landline, and where possible, any active conversations should be dropped if there are not sufficient lines to handle the call.

It is important to find out whether your VoIP provider(s) offer emergency numbers, what areas they are able to cover and whether they are able to provide enhanced emergency services such as e911 initiatives which allow providers to transmit information on subscribers to 911 call centres.

Ensure that emergency calls are routed via the most appropriate gateways in your dial plan.

IVR (Interactive Voice Response) application

IVR applications are automated response units which receive input from the user (traditionally in the form of DTMF) and allow the user to progress along a pre-set interactive path. For example, a menuing system where the IVR may announce Press 1 for Sales, 2 for Marketting and then await user input. Once the user input arrives the IVR unit may patch through the call to another line and/or may provide a pre-recorded message.