User guide

System Administrator’s Guide – Release 7.5
______________________________________________________________________________________________
Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
Revised: April 9, 2013
Page 165
23 Emergency Support
23.1 Emergency Dial Plan
Important: By default, when servers are in the default configuration in PBX mode, users must
dial the external line access digit before the emergency phone number (i.e. 9 911),
in order to connect an emergency call. The Allworx Server Administrator can
configure servers to permit users to dial the emergency number without having to
dial the outside line access digit.
To enable direct dialing of emergency numbers:
1. Navigate to Phone System > Dial Plan.
2. Locate the External Dialing Rules section.
3. Click Modify on the table with a Type of Emergency.
4. Check the Dial Direct box. Change the Emergency Dialed Number and set
the Service Group, if they not correct.
5. Click the Update button. 0.
23.2 Emergency Handset Caller ID
The Allworx Server Administrator can assign an Emergency Caller ID (CID) number to
each Allworx handset. When dialing an emergency number from the handset, the
Emergency CID passes to the emergency call center instead of the normally used CID.
For those employees who are not located at the main site, the properly configured
Emergency CID will help the emergency call center identify the location of the handset
that placed the call.
Caution: Setting Emergency Caller IDs for placing emergency calls on a CO line will not
work. The Emergency CID will not override the Caller ID of the CO line.
Caution: If you are using SIP trunks or PRI lines, check with your provider to determine
what Caller ID numbers they will accept, if any, or to have them configure
additional phone numbers to use as caller IDs for emergency calls. After setting
up Emergency Caller ID numbers on the Allworx server, test every number by
calling the emergency phone number (e.g. 911). Use a phone that configured to
use that caller ID to ensure that the emergency calls are connected, are routed to
the correct emergency call center, and the call center can independently
determine the location of the handset from the placed call. Be sure to tell the call
center that these test calls are non-emergency calls, and that you are testing your
phone system.
In order to configure Emergency Caller IDs for specific handsets, define an Emergency
Caller ID, and then assign it to the handsets. Give each Emergency CID a Location
name and associate each with a Service Group for use when placing an emergency
call. When choosing “Use External Dialing Rules” as the Service Group, the system
selects the outside line or Service Group based on the area code of the Emergency
CID number.