# E911 and Emergency Locations

| Section | Description |
|---|---|
| Feature Area | Telephony Infrastructure |
| Navigation (Sites / Number Plans) | `Admin → Telephony → Sites → [site] → Number Plans tab` |
| Navigation (E911 Kari's Law) | Contact Genesys Cloud Voice support directly to configure Kari's Law notifications |
| Navigation (HELD for Poly phones) | `Admin → Telephony → Trunks → External Trunks → [trunk] → General → Outbound → Location Conveyance` |
| Navigation (Location Details) | `Admin → Telephony → Locations` (for physical address configuration) |
| Primary Function | Route emergency calls (911) to the correct Public Safety Answering Point (PSAP) based on the caller's location, and comply with Kari's Law requirements |

---

## Study Notes

| Topic | Explanation |
|---|---|
| E911 | Enhanced 911 — automatically transmits the caller's address and telephone number to the emergency dispatcher when 911 is dialed; no need for the caller to state their location |
| Traditional 911 | Caller must identify their location manually |
| PSAP | Public Safety Answering Point — the regional emergency services dispatch center that receives 911 calls |
| Kari's Law | US federal law (effective February 16, 2018) — requires multi-line telephone systems (MLTS) to: (1) allow direct 911 dialing without a prefix, and (2) send a notification to a designated person when 911 is dialed |
| MLTS | Multi-Line Telephone System — any phone system with multiple lines; contact centers are MLTS operators |
| Location Details | Configuration in Genesys Cloud that stores a physical location address — used for E911 routing and Kari's Law notifications |
| HELD | HTTP-Enabled Location Delivery — protocol that allows Poly phones to query a Location Information Server (LIS) for their precise network-based location at call time |
| LIS | Location Information Service — a server that maps network location data (IP, MAC) to a civic address for E911 purposes |

---

## Kari's Law Requirements (US Only)

Kari's Law applies to **Genesys Cloud Voice** customers in the United States.

| Requirement | Genesys Cloud Voice Behavior |
|---|---|
| Direct 911 dialing (no prefix) | **Automatically satisfied** — no customer action required |
| Notification to designated location when 911 is dialed | **Requires configuration** — must be set up with Genesys Cloud Voice support |

### How to Configure Kari's Law Compliance (Genesys Cloud Voice)

1. Contact **Genesys Cloud Voice support**
2. Provide the following:
   - Full location address (US addresses only — Canadian addresses do not support notification)
   - Email addresses or email-as-text addresses to notify when 911 is dialed (e.g., `user@company.com`, `5551234567@txt.att.net`)

> Notification is triggered based on the **physical location address** configured in Location Details.

---

## Configuring Emergency Numbers in Sites

For all telephony options, emergency numbers are configured at the site level.

| Step | Path |
|---|---|
| Open Admin | `Admin → Telephony → Sites` |
| Select site | Choose the appropriate site |
| Open Number Plans tab | Click **Number Plans** |
| Select Emergency plan | Click on the Emergency number plan in the list |
| Enter emergency number | Type the emergency services number (e.g., `911` for the US) |
| Kari's Law note | US users must **not** alter the 911 number with a prefix or any other modification |

> **Warning:** Do **not** assign an emergency number plan to a BYOC trunk unless you have verified with your carrier that they provide emergency services and that the carrier has the correct location for your phone numbers.

---

## BYOC and Emergency Services

Genesys Cloud Voice includes built-in E911 support. BYOC customers must arrange E911 separately:

| Option | E911 Approach |
|---|---|
| **Genesys Cloud Voice** | E911 included — configured through Location Details and Kari's Law setup with Genesys support |
| **BYOC Cloud** | Must check with your carrier — carrier must support E911 for your numbers and locations |
| **BYOC Premises** | Must check with your carrier — same requirement; also need to verify site-level number plan configuration |

For BYOC E911 setup: `Admin → Telephony → Trunks → BYOC trunk → configure as directed by your carrier`

Reference article: "Set up emergency services with BYOC" in the Genesys Cloud Resource Center.

---

## HELD — HTTP-Enabled Location Delivery (Poly Phones)

HELD allows Poly phones to retrieve their precise network location from a LIS server and include it in the SIP INVITE when a 911 call is placed, enabling more accurate emergency routing.

**Supported phones:** Poly VVX, Poly CCX, Poly Edge E

### HELD Configuration Steps

| Step | Where |
|---|---|
| 1. Enable Location Conveyance on trunk | `Admin → Telephony → Trunks → External Trunks → [trunk] → General → Outbound → check Location Conveyance` |
| 2. Enter Emergency Routing Service Account ID | From your emergency service provider (or token ID if token authentication is required) |
| 3. Enter Location Information Server URL | URL to send HELD requests to |
| 4. Enable HELD in phone Base Settings | `Admin → Telephony → Phone Management → Base Settings → [Poly base settings] → enable HELD` |

---

## How E911 Works — Genesys Cloud Voice

```
Agent dials 911
        ↓
Genesys Cloud Voice looks up the physical location address associated with the agent's number / location
        ↓
Call routed to appropriate PSAP for that address
        ↓
PSAP receives caller's address and telephone number automatically (E911)
        ↓
Kari's Law notification sent to designated email/SMS addresses
```

---

## Locations Configuration

Physical location addresses are configured in:
`Admin → Telephony → Locations`

Each location stores:
- Full physical street address
- Used by E911 routing (Genesys Cloud Voice)
- Used by Kari's Law notification configuration
- Assigned to sites, phones, or users as appropriate

---

## E911 for Remote Workers

Remote workers present a challenge because their physical location is not fixed. Genesys Cloud Voice provides E911 configuration options for remote workers — the physical location address must be kept current for accurate PSAP routing.

| Consideration | Detail |
|---|---|
| Accurate location data required | Inaccurate location may route the 911 call to the wrong PSAP — potentially causing delays |
| National fallback | If E911 cannot locate the caller, the call may route to a national emergency response service (less accurate, slower) |
| Remote workers | Must have their location updated when they change physical locations |

---

## Key Takeaways

| Topic | Summary |
|---|---|
| E911 vs 911 | E911 automatically transmits caller address and number to PSAP; traditional 911 requires caller to state location |
| Kari's Law | US federal law — MLTS must allow direct 911 dialing AND notify a designated person when 911 is dialed |
| Kari's Law — Genesys Cloud Voice | Direct 911 dialing is automatic; notification requires setup with Genesys Voice support |
| Kari's Law — BYOC | Customer must check with their carrier |
| Emergency number config | `Admin → Telephony → Sites → Number Plans → Emergency plan` |
| BYOC warning | Do not assign emergency number plan to BYOC trunk without verifying carrier support |
| HELD | Protocol for Poly phones to deliver precise location to E911 — configured on trunk + base settings |
| Supported HELD phones | Poly VVX · Poly CCX · Poly Edge E |
| Locations | `Admin → Telephony → Locations` — stores physical addresses for E911 and Kari's Law |