Configure the emergency call feature

This article allows resellers to configure the emergency call feature in the Cloud PBX associated to a customer company.

By default, the emergency numbers are configured by country, and are associated to the Cloud PBX. Emergency numbers are displayed when accessing the Emergency numbers tab: see: Accessing the Emergency numbers tab. On request, ALE International can also configure emergency numbers by SIP trunk. 

One hunt group can be defined as emergency group: It allows group members to answer emergency calls made by other members of the company. This emergency group is created and activated in the Cloud PBX: see: Configuring an emergency group.

To call the emergency group, members of the customer company must dial the emergency number without prefix (for example 112 and not 0112).

To transfer an emergency call to the public emergency number, members of the emergency group must dial the emergency number preceded by the external prefix (for example 0112).

Emergency calls are routed to:

1. The emergency group when the following conditions are met:
   • The number dialed is the emergency number without external prefix, for example 112 and not 0112, and
   • The emergency group is activated and not busy
2. The public network (PSTN) through the SIP trunk if one the following conditions is met:
   • The number dialed is the emergency number preceded by the external prefix
   • The emergency group is busy. In that case, the first number of the emergency number list is immediately called
   • The emergency group does not answer within 10 seconds. In that case, the first number of the emergency number list is called
   • There is no activated emergency group

The emergency numbers bypass barring rules configured at Rainbow level (restricted and surcharged numbers).

Making emergency calls from softphone (Rainbow application set as current phone) can be authorized/forbidden in the Cloud PBX: see: Enabling/disabling the right to call emergency numbers from softphones.

Accessing the Emergency numbers tab

1. From the Rainbow administration interface, click on Manage your customers at the bottom of the left panel.
2. In the left panel, click on Customer companies and select the name of the customer company associated to the target Cloud PBX.
3. In the left panel, click on Communication.
4. In the right part of the window, click on Traffic control, then Emergency numbers.
   The emergency number list is displayed.

Configuring an emergency group

The emergency group configuration is a two-step process, consisting in:

1. Creating a hunt group as emergency group.
   The emergency group can be created from the Emergency numbers tab, or from the Groups tab.
2. Activating the emergency group.
   The emergency group can be activated from the Emergency numbers tab, or from call settings of the Cloud PBX (Comm. servers tab).

The following sections describe configuration performed from the Emergency numbers tab.

Creating a hunt group as emergency group

1. From the Emergency numbers tab, click on Create emergency group.
   Note: The Create emergency group option is no longer available once the emergency group has been created. Any new action on the group (modification or deletion) must be done from the Groups tab.
   
2. Review/modify the following parameters:

   Name	Enter the name of the emergency group
   Type	Select Hunt group
   Subtype	Select Regular
   Distribution	Select the type of search to apply to the emergency group for call distribution: Parallel, Serial, or Circular
   Internal number	Select the internal extension number of the emergency group among listed available numbers
   Public number	Select the public number of the emergency group among listed available public numbers

3. Optionally, select the Lock the last member (no empty group) check box to forbid the last member to withdraw from the emergency group.
4. Optionally, select the Allow the group manager to modify the DDI check box to allow member with manager role to manage the public number of emergency group.
5. Click on Next.
6. To add members to the emergency group, enter the first letters of their name or email address. A list of matching entries appears allowing you to select the member of your choice.
   
7. Click on Apply.
   The emergency group is created with the Inactive status.

Activating the emergency group

From the Emergency numbers tab, click on Activate at the top left of the panel.

The status of the emergency group changes to Active.

Deleting an emergency group

1. From the Emergency numbers tab (see: Displaying emergency numbers), click on Deactivate to the right of the emergency group status.
2. In the right part of the window, click on the Groups tab.
3. In the group list, move your mouse over the emergency group identified by , click on  and select Remove group.
4. Click on Remove.
   The emergency group is deleted from the group list.

Enabling/disabling the right to call emergency numbers from softphones

1. From the Rainbow administration interface, click on Manage your customers at the bottom of the left panel.
2. In the customer list, click on the name of the customer company associated to the target Cloud PBX.
3. In the left panel click on Communication.
4. In the right part of the window, click on the Comm. servers tab, then click on the target Cloud PBX.
5. Click on the Call settings tab.
6. According to your needs, select or unselect the Emergency calls allowed on softphones check box.
7. Click on Apply.