Please read this section first and in its entirety:
- If a DID that is not provisioned for 911 places a 911 call it will be considered an unprovisioned 911 call.
- Any unprovisioned 911 call placed from your account will result in a charge of $175 to your account.
- Please ensure that your DID is properly and fully provisioned. For this you will need to login to Commio.io and assign the appropriate site entry to the number as well as enable the e911 toggle. If you have any questions on this please contact our support staff.
- Please allow 5 minutes for the 911 provisioning to take effect before testing.
- For all testing please use 711 instead of 911. Using 711 will confirm that a number is properly provisioned and not take any resources from an active 911 call center.
A special note on numbers that are porting in to us:
- Our 911 provisioning does not go into effect until a number has fully ported into our network. This means that if the DID shows "Not Ported" within our portal then the number is not provisioned for 911 services. If you have not received any notice from us that the port-in has completed and you test 911 it will be considered an unprovisioned and your account will be charged for it.
Below is some additional information regarding 911 policies and configurations:
E911 is separated into two parts: Sites and IP Addresses.
SITES
Nickname - Name the site location
Address - The address of the location
Location type - Business or Residential
Add New + - is located in the top right and will allow you to create additional sites
911 Information
In order for us to route a 911 call you must meet the following criteria.
1. You must have an ACTIVE Inbound account with Commio.
2.The DID must be on the Commio network. If the DID is being ported in, the address will not be pushed to our provider until the port in order has been completed by the Commio LNP team.
3. INVITE Format:
INVITE sip:911@192.81.237.20:5060 SIP/2.0
INVITE sip:+911@192.81.237.20:5060 SIP/2.0
4. Send E911 calls to our IP's 192.81.237.20 or 192.81.236.20
5. Devices must be able to support the G.711U (0) codec in the RTP payload for 911 calls.
e911 monthly fee per DID, e911 enabled on DID:
1. The E911 call must come from an ACTIVE ANI on your Commio Inbound account.
2. E911 must be enabled on the ANI calling E911 in Number Management and have a site associated.
3. The ANI calling 911 must match the ACTIVE ANI in our system that has e911 enabled.
4. In Inbound section e911/sites tab add your switch(s) IP(s) that will be sending us the 911 calls.
Per 911 call fee ($175), e911 not enabled on DID:
1. In Inbound section e911/sites tab add your switch(s) IP(s) that will be sending us the 911 calls.
2. Any number that is not provisioned for e911 will be subject to the $175 per call charge.
***TESTING E911 ONLY...e911 MUST BE ENABLED...NOT for 911 calls***
You may also dial 711 and the number will be played back to you, it will state if the number is setup with e911, and it will also allow you to test two way audio.
If you have any questions before placing a call, please give us a call first 919-890-0000 opt 1. You can use the script below to make an E911 test call and verify the
information that the emergency operator receives. Please note that
some localities require you to schedule E911 test calls in advance and
will charge penalties otherwise. You should check with your local
authorities before placing any unscheduled E911 test calls.
Test call script:
"Hello, this is a non-emergency call, I'm making a Voice-Over-IP
test call. Do you have a moment to verify my emergency information or
can we schedule a later time to do so? "
"Did you receive ANI information? What number do you show?"
(Confirm that this matches the caller-ID/DID number that you expected to send)
"Were you able to retrieve ALL information? Can you verify the
address that is displayed?"
(Confirm that this matches your intended emergency address)
"Do you show my Call Back Number?"
(Confirm that this matches the caller-ID/DID number that you expected to send)
"Does the information on your display appear in the proper fields?"
(the operator should answer yes, which confirms that none of the
information fields appeared ordered incorrectly, i.e. the street
number in the city field)
"Thank you for your time, we may be placing a couple more test
calls today... "
Q. What if I have an office where everyone has a DID and I dont want to pay for E911 for every DID?
A. If your office has a main line, I would suggest only enabling E911 on the main line number. Next, and this is the important part, you MUST setup your PBX/Switch to change the outbound ANI to the main line instead of each persons DID only when/if they dial 911. This way any outbound 911 call we receive will have the ANI of the main line and therefore you will only have to enable E911 on the main line.