Configure Genesys Cloud Voice E911 to support Kari’s Law
On February 16, 2018, Kari’s Law became effective, 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:
- Security desk email address
- 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.
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.
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), send an email to PCVoiceTelcoRequest@genesys.com 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.
- Email and/or email as text notification list of addresses to notify in case of emergency (for example email@example.com or firstname.lastname@example.org, or carrier addresses such as AT&T: email@example.com (SMS), T-Mobile: firstname.lastname@example.org (SMS), Verizon: email@example.com (SMS)).
For BYOC sites, check with your carrier.