E911 Featured Article

E911 Experts: Legacy PBXs Should Comply with Massachusetts Law, Too

By Marisa Torrieri, TMCnet Editor

Enhanced 911, which uses location-based technology to identify a caller’s whereabouts, call-back number and other information for emergency dispatchers, has helped save thousands of lives.

 

Yet, for callers on phones attached to MLTS – or multi-line telephone systems – E911 location information has generally been lacking or missing. In the case of people calling behind PBXs, IP call servers or Centrex systems, a central phone location shows up on the dispatcher’s computer monitor – rather than the exact location of the distressed caller. This inaccurate information can send emergency responders on a time-consuming search that can have tragic consequences.

 

But thanks to a critical new E911 law that took effect in Massachusetts July 1, that’s about to change for workers, students and residents of that state.

 

Now, organizations in the New England state that are installing, expanding or replacing multi-line phone systems are required to upgrade their E911 systems to pinpoint callers more accurately.

 

“Some PBXs cover thousands of buildings,” George Fosque, director of the Cambridge Emergency Communications Department, told listeners of the free Aug. 26 Webinar on what Massachusetts businesses need to comply with the new E911 law, sponsored by RedSky Technologies Inc., a Chicago-based provider of E911 solutions. “(A central address is) very useless information – we have no idea where that caller may be located.”

 

In Massachusetts, “we have a million phones covered by PBXs,” Fosque told listeners. “So it is important PBX (News - Alert) systems are equipped to provide information about the callers.” Fosque also cited the importance of E911 information in cases when the 9-1-1 caller is unable to speak, or a small child or a non-English speaker.

 

Although companies with “legacy” PBXs (pre-July 1) aren’t required to comply with the Massachusetts law, Fosque said it’s still a good idea to consider implementing an E911 solution “to help improve emergency response in our communities.” Fosque recommended that all organizations operating PBXs get acquainted with the new E911 requirements, as well as the different levels of E911 hosting services available.

 

Fosque also pointed out the potential liability implications of not providing accurate E911 location information. “The standard of care is changing and people need to think about how they’re going to respond.”

 

For the city of Cambridge, Fosque was partly responsible for implementation of the city’s new VoIP PBX and took his own advice. He hired an experienced VoIP engineer to help with E911 implementation. Though the process wasn’t simple (he told callers “you’re going to have to reach beyond an account rep to do this”), now callers experiencing an emergency in municipal buildings are pinpointed to their exact room within moments of dialing 9-1-1.

 

To get your organization up to speed, it’s vital to consider a variety of products and services available.

 

“Think about your own organization, and which solution you want to take a deeper dive into,” Alicea Grau, RedSky’s (News - Alert) director of sales, told listeners.

 

For example, RedSky offers several packages, from remotely hosted services (ideal for smaller companies with fewer than 500 employees) to on-premise E911 software (for larger enterprises). RedSky also offers professional services for companies that may need more guidance, such as PS-ALI managed services and physical-location audits, Grau said.

 

Visit this page on RedSky’s site to listen to the Webinar in full: http://www.redskye911.com/news_and_events/webinars/.

Follow ITEXPO (News - Alert) on Twitter: twitter.com/itexpo

Marisa Torrieri is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Michael Dinan

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