All office phones need to be able to dial Emergency Service Numbers

RESOLVED FIXED

Status

RESOLVED FIXED
4 years ago
4 years ago

People

(Reporter: sclayton, Assigned: arzhel)

Tracking

Details

(Reporter)

Description

4 years ago
Not all offices can dial emergency numbers easily. 

As far as I am aware London cannot dial emergency numbers at all and some offices need to press a number to dial externally before entering the emergency number. Of course this is a huge safety concern and we would like this addressed right away. 

We need to make sure that calling emergency numbers is easy and functional for all sites we provide services for (this may include New York, Boston etc).
We're currently using Level 3 for VoIP in London, and they do not offer emergency services dialing in the UK, so we have no way to deliver the calls.  I'm attempting to program the numbers with a recording explaining why and suggesting to use a cell phone for the time being.  James is looking into local providers who might provide enhanced emergency calling.

If you happen to know of a normal number (full length phone number rather than 112 or 999) that we can direct the call to for emergency contact to a dispatch center, I can map those codes to dial that number instead.

I'm not aware of any offices where you have to dial anything in front in order to make an outside call.  Castro Street in Mountain View was the last place that still had that and we eliminated it when we moved out.  In all of our offices, dialing an outside number should just work.
:justdave

I think this has been brought up before - see https://bugzilla.mozilla.org/show_bug.cgi?id=895856#c1

If level3 provides local dialtone service they should be able to provide emergency dialing access. As a fallback plan could we establish a POTS circuit for the exclusive purpose of emergency dialing?
(Assignee)

Comment 3

4 years ago
We ordered and installed a SIP line with aa.net.uk which supports emergency numbers.

From London's WPR: "Thanks for the quick turn around! We've made some test calls and everything is working on our end."

I don't think there is anything left to do here, please reopen if not.
Assignee: telecom → arzhel
Status: NEW → RESOLVED
Last Resolved: 4 years ago
Resolution: --- → FIXED
That covers London.  I know at least Vancouver and Toronto are both still without (only mentioning here because the bug summary says "all offices".
Status: RESOLVED → REOPENED
Resolution: FIXED → ---
(Reporter)

Comment 5

4 years ago
Thanks for re-opening. We are asking all our Office Services Coordinators to dial their emergency service numbers to test they are working. 

So far London, Paris and Portland are functioning how we would like them to. I am still awaiting confirmation for the other offices.
(Reporter)

Comment 6

4 years ago
LON, BER, PAR and PDX are all working. MTV and SFO are working but locations do not match our office so we are going to see what we need to do to fix that. YVR and TOR cannot dial emergency service numbers. 

I spoke briefly to Jlin in TOR. From what I understood e911 lines were never set up in YVR and TOR. YVR and TOR are using VoIP phones and therefore can't dial out to emergency services. In TOR they have one phone set up on the standard telephone line connected to the fax machine that can dial emergency service numbers - all other phones in TOR do not have this capability. YVR does not have a work around. I thought that MTV/SF use VoIP as well? Obviously I am not an expert so please correct me if I am wrong. 

Ideally we would like YVR and TOR to be able to dial these numbers in the same way as the other offices. Please let me know if I can assist in any way.

Thanks for looking into this!
OK, confirmed Toronto had 911 set up, but the phone company still had the Spadina Ave address.  Got the address corrected, and Toronto is all set.  Still working on Vancouver.
(In reply to Shannon Clayton from comment #5)
> Thanks for re-opening. We are asking all our Office Services Coordinators to
> dial their emergency service numbers to test they are working. 

Please be careful doing this, in some places it's against the law to place a non-emergency call (even for testing) to the emergency numbers.  I know this is the case in the UK in particular (for London).

SFO has the wrong address?  We fix the addresses with the phone company from our end, it's probably not something you'll be able to take care of (if they actually talk to you about it, they have security issues we'll need to bring up with them about dealing with people that aren't on the contact list).  We're already working with Level3 on the Mountain View address, I'll get on them with on SFO as well.  What address did they have for SFO?
I've added configuration of emergency dialing services to our cheat sheet for setting up telecom in new offices, and the requirement that any carrier we set up for an office needs to support it, so hopefully we'll have this from the get-go in any new offices from now on.
(In reply to Dave Miller [:justdave] (justdave@bugzilla.org) from comment #7)
> OK, confirmed Toronto had 911 set up, but the phone company still had the
> Spadina Ave address.  Got the address corrected, and Toronto is all set. 
> Still working on Vancouver.

To clarify this, it was set up on the phone company end with the old address, but there was no route configured for it in our phone system, so that's why it didn't work at all before.  The address has been corrected with the phone company, and the route has been added to the configuration so that it will actually put the call through now.
(Reporter)

Comment 11

4 years ago
So just to confirm: TOR should be able to dial 911 from *all* phones in the office, not just the one phone connected to the fax line? We are happy to test if you need us to. Once again, thanks for looking into this for us.
(In reply to Shannon Clayton from comment #11)
> So just to confirm: TOR should be able to dial 911 from *all* phones in the
> office, not just the one phone connected to the fax line?

That is correct.
I guess we forgot to close this, this should be working from all phones everywhere now as of about three weeks ago.
Status: REOPENED → RESOLVED
Last Resolved: 4 years ago4 years ago
Resolution: --- → FIXED
(Reporter)

Comment 14

4 years ago
Great, Jennie: Can you test this tomorrow. 

Thanks!
(In reply to Shannon Clayton from comment #14)
> Great, Jennie: Can you test this tomorrow. 

Keep in mind that you need to make prior arrangements with either the phone company or your local dispatch within each jurisdiction in order to avoid legal repercussions for a non-emergency phone call to the emergency numbers when you test them.
(Reporter)

Comment 16

4 years ago
Jennie is out of the office but her temp called 911 for us. Here is her response: 

"The emergency number, 9-1-1, works without having to dial a number for an outside line first.  However, the 9-1-1 dispatcher told me that they have the address as 199 West Hastings Street instead of 163 West Hastings Street.  She said that the address will have to be updated with the phone service provider."

Can we add this to our list of addresses to get changed? Thanks! 

Also, thank you so much for all your help with this. It is a relief knowing everything works as it should now.
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