E911 FAQ

This topic contains answers to frequently asked questions about Enhanced 911 service.

If I lose connectivity to the Genesys data centers (e.g. local Internet and/or MPLS outage), will E911 calls work?

If you have no connectivity to the Genesys data centers, then 911 calls will not be routed to CIC and therefore will not be routed to our E911 service provider. Only calls made through your CIC system can be routed to our E911 service provider.

However, there are remote survivability options to enable your physical SIP stations to route calls out local gateways to a local PSTN connection. The Customer would need to provide the local PSTN service and there would be a cost for additional equipment needed, such as a SIP Proxy and FXO SIP Gateway. This kind of local PSTN call that is entirely external to the CIC system is outside of the scope of the Genesys E911 service.

When assigning locations, how should I handle remote numbers?

Use the following logic: