Configure Genesys Cloud Voice E911 to support Kari’s Law

On February 16, 2018, Kari’s Law became effective in the United States, requiring multi-line telephone systems (MLTS), typically used by hotels, hospitals, and office campuses to allow dialing 911 without a prefix, and requiring a notification that 911 has been dialed. Genesys Cloud Voice’s E911 feature supports Kari’s Law as long as you have these two things in place:

  1. Security desk email address
  2. The physical location address

No prefix required

Kari’s law requires direct dialing of 911 without having to dial a prefix, such as 9 or 0, when dialing out. No additional steps are required by customers when dialing 911 using in Genesys Cloud Voice.

911 notifications

Kari’s Law requires that a notification is sent to a central location, such as security office or a front desk, for an MLTS to rapidly dispatch assistance or first-aid, either through a phone call, email, or text message. The intention of the notification is for a designated person to be made aware of an emergency and guide emergency personnel if needed.

Configuration

Genesys Cloud Voice supports these notifications based on the physical location address. You configure the physical location address in the Location Details page. To configure these settings and ensure that your Genesys Cloud Voice implementation is compliant with Kari’s Law (U.S. only), contact Genesys Cloud Voice support and provide the following information: 

  • Summary of your request
  • Your OrgID
  • Full location address – this requirement is only applicable for US addresses. Notification is not supported for CA addresses. 
Note: The full address must be provided exactly as configured in the Admin UI for this location.
  • Email and/or email as text notification list of addresses to notify in case of emergency (for example user.name@gmail.com or 5551234567@txt.att.net, or carrier addresses such as AT&T: number@txt.att.net (SMS), T-Mobile: number@tmomail.net (SMS), Verizon: number@vtext.com (SMS)).

For BYOC sites, check with your carrier.