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InformaCast CallAware

Scalable Deployment Process to Instantly Know Who Dialed 911 and Record the Call

Version 20140227

February 28, 2014

Copyright © 2014 Singlewire Software. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any

purpose, without written permission from Singlewire.

Contents Executive Summary..................................................................................................... 1 Before You Begin ........................................................................................................ 2

Prerequisites ............................................................................................................. 2 CUCM Dial Plan Design ................................................................................................ 2 Legal Considerations ................................................................................................... 2

Existing Dial Plan and Call Flow .................................................................................... 3 Verifying Proper Functionality ....................................................................................... 3 Call Routing of 911 Without InformaCast CallAware .......................................................... 3

Call Flow With InformaCast CallAware .......................................................................... 6 Base Configuration ...................................................................................................... 8

JTAPI....................................................................................................................... 8 CUCM ...................................................................................................................... 8 InformaCast ............................................................................................................ 14 CallAware ............................................................................................................... 17

Configuration Process For Each Site ........................................................................... 20 CUCM .................................................................................................................... 22 InformaCast ............................................................................................................ 29 CallAware ............................................................................................................... 30

Cutover & Test.......................................................................................................... 32 Before Cutover ........................................................................................................ 32 Cutover .................................................................................................................. 33 Note About Partition & CSS Placement.......................................................................... 34 After Cutover........................................................................................................... 35 Other Emergency Patterns (9911) ............................................................................... 36

Multiple Sites With Centralized Server ......................................................................... 39 Cisco Emergency Responder (CER) ............................................................................ 41

E911...................................................................................................................... 41 Notification ............................................................................................................. 41 Call Routing With CER and IC-CA................................................................................. 41

Troubleshooting ........................................................................................................ 44 FAQ....................................................................................................................... 44 Resources............................................................................................................... 45 Technical Support .................................................................................................... 45

Test Plan & Phone Script ........................................................................................... 46

InformaCast CallAware Executive Summary

© Singlewire Software 1 February 28, 2014

Executive Summary The InformaCast CallAware feature can provide instant notification when a phone in your organization dials a telephone number. It can also record the audio of that call. One of the more notable examples of this are numbers to reach emergency services, such as 911 in North America. The moment a person dials the emergency services number InformaCast can alert the onsite first responders of what phone made the call. InformaCast could also notify reception to expect police, fire, or ambulance services arrival to help guide them to the proper location. The audio of the call can be recorded allowing onsite responders to listen in on the call in real time and dispatch the proper services to the caller.

While the monitored number to alert and record on does not have to be a call to emergency services, such as 911, this tends to be a common example that fits into many environments. However, you could use this feature to monitor and receive alerts when other telephone numbers or extensions are dialed.

The goal of this document is to provide a scalable deployment process that will work in most environments without disrupting the existing dialing capabilities while configuration takes place. This allows cutover to take place at a chosen time, can happen instantly, testing can occur, and provides a quick easy method to back out if need be.

InformaCast CallAware Before You Begin


Before You Begin This document is for reference only; please use judgment on how calls to emergency services should route within your organization.

Prerequisites x Working CUCM – see Compatibility Matrix for supported versions

http://www.singlewire.com/compatibility-matrix.html

x Phones with Builtin Bridge (BiB) – used for call recording. Phones without the BiB can trigger alerts but the audio will not be recorded. See the Compatibility Matrix http://www.singlewire.com/compatibility-matrix.html

x Working Emergency Calls – Ensure calls route properly and the right information is received at the PSAP. InformaCast CallAware (IC-CA) will not modify any data sent or received to the PSAP.

x Working InformaCast – This document assumes base functionality of InformaCast is configured and functional

CUCM Dial Plan Design This document will not cover every design scenario and is for reference only. Use your best judgment on how this example will work in your environment. Each unique alerting scenario requires a separate Calling Search Space (CSS). Thus if the first responders at Site1 should be alerted if someone at Site1 dials 911, and the first responders at Site2 should be alerted when someone at Site2 dials 911, the phones at Site1 and Site2 will need to be using different CSS’s.

If your dial plan has all phones across your sites using the same CSS with the Local Route Group feature you will only be able to alert one pool of users regardless of the site.

Legal Considerations This document only discusses how to implement the features and takes no consideration of the legality of those features for your location. This software will not provide any ELIN/ERL information to the PSAP and thus does not provide any e911 functionality. InformaCast only provides onsite alerting. Call recording regulations also vary from region to region. Please consult your legal department before implementing any feature you are unsure of the regulations for.



InformaCast CallAware Existing Dial Plan and Call Flow


Existing Dial Plan and Call Flow To implement InformaCast CallAware (IC-CA) alerting and call recording, the current call flow for the telephone number to be monitored must be manipulated in the dial plan. Before making any changes it is recommended that a test call be made to 911 to ensure it works as expected.

Verifying Proper Functionality The IC-CA feature will have no control on what is sent to the PSTN or what the PSAP receives. Before you begin implementation, please test your current dialing to 911 to ensure:

x Calls leave the network from the proper gateway

x Calls are answered by the proper PSAP

x PSAP receives the proper telephone number

x PSAP has proper address information

If things do not work properly, you will want to remediate the problem before continuing.

Call Routing of 911 Without InformaCast CallAware x User picks up a phone and dials some digits

x Phone has a Calling Search Space (CSS)

x CSS has an ordered list of Partitions

x Partitions contain patterns of possible matches for dialed digits

x A match is found for the dialed digits 911

x 911 is a Route Pattern

x Route Pattern has a Route List, Gateway, or Trunk assigned to it

x Route List, Gateway, or Trunk is the exit point to the PSTN

x PSTN sees calling number and routes call to proper PSAP



Call to 911 Without InformaCast CallAware Overview



Call to 911 Without InformaCast CallAware Call Flow

InformaCast CallAware Call Flow With InformaCast CallAware


Call Flow With InformaCast CallAware Once you have verified that your existing dialing is working as expected, the goal is to reuse the already confirmed working dial plan components. For InformaCast CallAware (IC-CA) to alert and record the call, it has to be introduced into the call flow. To do this a CTI Route Point (CTI RP) is inserted into the call flow before the call reaches the Route Pattern. This CTI RP is monitored by IC-CA. When the monitored CTI RP sees a call an alert is sent, call recording starts, and the call is immediately forwarded to the existing Route Pattern and out to the PSAP.

Where InformaCast CallAware Sits In The Architecture

InformaCast CallAware Call Flow With InformaCast CallAware


Where InformaCast CallAware Enters The Call Flow

InformaCast CallAware Base Configuration


Base Configuration The Base Configuration is the bare minimum required to get the three components talking with each other: CUCM, InformaCast, and the CallAware feature. Once this Base Configuration has been done, each site we want to configure can be done exactly the same and will reuse this Base Configuration.

JTAPI In the prerequisites we specified InformaCast should already be installed. The JTAPI plugin should have been updated at that time, but we can run it again to be sure.

x Access the Webmin portal of InformaCast

x Stop the singlewireInformaCast and singlewireCallAware services

x ssh to the InformaCast server with a client like Putty

x log in with the “admin” user

x run updateJTAPI (NOTE: the services must be stopped for this to work)

CUCM Within CUCM we will do the following:

x Enable Builtin Bridge (BiB)

x Create CTI Port(s)

x Create Application User



Enable Builtin Bridge

The Builtin Bridge (BiB) is a feature of Cisco IP Phones. You can find a list of phones that support the feature in the Compatibility Matrix on the Singlewire website. http://www.singlewire.com/compatibility-matrix.html

The BiB is used for call recording. If a phone does not support the BiB it will still trigger an alert to be sent, but the audio will not be recorded.

After the BiB is enabled the phones will need to be rebooted. Call recording will not work until the phones are rebooted.

x Access System > Service Parameters

x Choose the Publisher server

x Choose the Cisco CallManager service

x Locate the “Builtin Bridge Enable” under Clusterwide Parameters (Device – Phone)

x The default setting is Off – set this to On

x Reboot Phones (NOTE: call recording will not work until the phones are rebooted)




Create CTI Port(s)

The CTI Ports are used for call recording. You will want to create one CTI Port for each simultaneous call you want recorded. For example, if you have two sites and there is the possibility that two calls at each site would need to be recorded at the same time, you would want four CTI Ports (2 sites + 2 calls = 4 CTI Ports).

This document assumes you have already integrated InformaCast to CUCM and items like Regions, Device Pools, Calling Search Spaces, and Partitions are already created for use.

Because we are creating multiple CTI Ports and we’re using Partitions and Calling Search Spaces that isolate these extensions from the CUCM Dial Plan and they will never be dialed, we can give them any DN: we’ll use 99 and then work down 98, 97, 96, etc…

Make the Device

x Access Device > Phone > and click Add New

x Choose CTI Port > click Next

x Give it a name: IC-CA-99

x Give it a description: InformaCast CallAware - 911 Alerts - Call Recording

x Set the Device Pool: InformaCast

x Set the Calling Search Space: InformaCast

x Set defaults for any other required field and click Save



Add A Line

x Enter a Directory Number: 99 (Note: this will be in a partition that will never be dialed)

x Choose the Route Partition: InformaCast-OutDial (Note: this partition only holds CTI Port DN’s for InformaCast and is not in CSS’s)

x Enter a Description: InformaCast CallAware - 911 Alerts - Call Record

x Enter an Alerting Name: InformaCast CallAware

x Set the Monitoring Calling Search Space: InformaCast (NOTE: this must be set or call recording will not work)

x Click Save



Create Application User

All of the CTI items we create in CUCM will be associated to an Application User who has the proper permissions to use the services. This Application user is what the CallAware feature will use to access CUCM and register the CTI devices.

x Access User Management > Application User > Add New

x Enter a User ID: InformaCast-CA

x Enter a Password: <you may want to avoid special characters – there should be no issue but in the event there is a future bug in either CUCM or IC-CA it is more likely that a special character would cause issues than a non-special character>

x Under Device Information, locate the CTI Ports and use the arrow to move them to the Controlled Devices box. This allows IC-CA access to use these devices.



x Under Permissions Information, add the following Groups:

o Standard AXL API Access (NOTE: this is not a standard group but would have been created for InformaCast or another AXL application)

o Standard CTI Allow Call Monitoring

o Standard CTI Allow Control of All Devices

o Standard CTI Allow Control of Phones Supporting Connected xfer and conf

o Standard CTI Allow Control of Phones Supporting Rollover Mode

o Standard CTI Enabled

x Click Save



InformaCast Create Message Template

A message will be created that acts as a template. When the user dials 911 the content of the message will be populated with the details of the phone that made the call and an audio tone will alert the receivers a new message has arrived.

x Click Messages > Click Add

x Enter a Description: ~System – 911Alert

x Choose the Message Type: Text and Pre-Recorded Audio

x Check the box for Allow Customization

x Uncheck the box for Persistent Text

x Enter some Short Text: <System Message – 911 Alerts> (NOTE: the text of this message will be overwritten with the details of the phone that placed the call to 911)

x Enter some Long Text: <InformaCast CallAware 911 Alert Template> (NOTE: the text of this message will be overwritten with the details of the phone that placed the call to 911)



x Click the Audio Tab

x Upload an audio tone to get people’s attention when the alert arrives (NOTE: you can use any g711ulaw audio file – example tones and instructions to convert other sound formats can be found on the Singlewire website: http://www.singlewire.com/t-audio-files-kit.html )

x Click Update to Save

http://www.singlewire.com/t-audio-files-kit.html



Create Message Sender User

The CallAware feature will need a user account with permissions to send the message that contains the information of the phone that dialed 911.

x Access Admin > User Administration > Edit Users > and click Add

x Enter a first name: Integration – CallAware

x Enter a last name: System Account

x Enter a Username: InformaCast-CA

x Enter a Password: <you may want to avoid special characters – there should be no issue but in the event there is a future bug in either CUCM or IC-CA it is more likely that a special character would cause issues than a non-special character>

x Check the box for “messageSenderDNsRestricted”

x Click Save



CallAware InformaCast has a landing page that displays access to a few tools and features that are outside the main user portal. The ability to “Detect Emergency Calls with CallAware” is one of those.

Integrate to CUCM

x Access CUCM under configuration

x For JTAPI (CUCM) IP Address(es), enter a comma separated list of IP Addresses for CUCM nodes running the CTI Manager service. One is required, but you can use more for redundancy.

x Enter the Application User that was created in CUCM: InformaCast-CA

x Enter the Password for the Application User that was created in CUCM

x For AXL (CUCM) IP Address, enter a comma separated list of IP Addresses for CUCM nodes running AXL. You should enter at least the Publisher, but can add more for redundancy.

x Enter the same user ID used above for the Application User that was created in CUCM: InformaCast-CA

x Enter the same Password used above for the Application User that was created in CUCM.



If everything was successful you should be redirected to the Diagnostics page and should see the CTI Connection to CUCM as CONNECTED, and the AXL Connection to CUCM Verified as TRUE.



Integration to InformaCast

x Click InformaCast under Configuration

x Leave the IP Address and Port fields at their default

x Enter the Username of the InformaCast message sender user: InformaCast-CA

x Enter the Password of the InformaCast message sender

x Click Save

If everything was successful you should see a list of the InformaCast messages that are programmed in the system.

InformaCast CallAware Configuration Process For Each Site


Configuration Process For Each Site Once the Base Configuration from the prior section is complete it is time to do the programming required for each site’s 911 calls and alerts. In this example we are going to program our Site 1, but the process is the same for any other remote site that you would want to set up as well.

InformaCast CallAware Alert Overview



InformaCast CallAware Alert Call Flow



CUCM The chart below is an overview of what will be created, it’s value, and purpose. By performing the actions below at each site, there is a repeatable process to follow.

ITEM SETTING PURPOSE

Partition Site1-911-Alerts x CTI Route Point 911 Line Appearance will live here

x Will be applied to Site Calling Search Space(s) at cutover time

Calling Search Space Site1-911-Alerts x Will contain existing partition with the Route Pattern of 911 used to get to the PSTN

x Applied to the CTI Route Point to route calls to the PSTN and PSAP

CTI Route Point Site1-911 x Will use site’s existing Device Pool and Location

x Use Site1-911-Alerts CSS

CTI RP Line 1 911 / Site1-911-Alerts x 911 DN applied to CTI Route Point

x Route Partition should be the newly created Site1-911-Alerts

x All Call Forwards (except Cfwd All) should be set to 911

x All Forward Calling Search Spaces should be set to the newly created Site1-911-Alerts to forward to PSTN

Application User Associate Site1-911 CTI RP x Allows monitoring for the dialed 911



Create Partition

The Partition is used to hold the 911 Directory Number of the CTI Route Point. After everything is configured and people are ready to cutover and test, this Partition is added to the Site’s Device’s Calling Search Space(s).

x Access Call Routing > Class of Control > Partition > and click Add New

x Give it a Name: Site1-911-Alerts

x Give it a Description: Site1 - 911 Alerting with InformaCast CallAware

x Click Save



Create Calling Search Space (CSS)

The CSS we create will be applied to the CTI Route Point (CTI RP) that we create and will forward calls to the PSTN. This CSS will contain the Partition where the current 911 Route Pattern currently resides; in our example this was the Site1-911 Partition. If we did not have a dedicated Partition for our 911 Route Pattern, but instead had it in a more general Site1-PSTN Partition we would instead put that Site1-PSTN Partition into this CSS.

This CSS will be applied to the CTI RP we create and also to the 911 Directory Number’s Call Forwards and will allow all calls to route out to the PSTN to the PSAP.

x Access Call Routing > Class of Control > Calling Search Space > and click Add New

x Enter a Name: Site1-911-Alerts

x Enter a Description: Site1 – 911 Alerting for InformaCast CallAware

x Move the Site1-911 Partition from Available Partitions to Selected Partitions

x Click Save



Create CTI Route Point

The CTI RP is the Device that receives the call to 911 which is monitored by IC-CA. When the call arrives at the CTI RP, IC-CA immediately forwards the call using its configured CSS to the PSTN and PSAP. The CTI RP should use the same Device Pool and Location that the phones at the site use.

x Access Device > CTI Route Point > and click Add New

x Enter a name: Site1-911

x Enter a Description: Site1-911 Alerting for InformaCast CallAware

x Choose the same Device Pool that the phones at the site use

x Choose the Calling Search Space that was just created: Site1-911-Alerts

x Click Save



Create Line Appearance for the CTI Route Point

When phones at the site dial 911 this CTI RP Line 1 will be where the call is initially routed. Because the IC-CA software is monitoring this CTI RP, it will be able to send alerts and activate call recording, instantaneously forwarding the call on to the PSTN using its configured CSS.

The Line Appearance’s Directory Number will be 911, but will live in the newly created Site1-911-Alerts Partition, keeping it separate from the existing call routing for how 911 is currently routing. All of the Call Forwards, except Forward All, will be configured to forward to 911 insuring that if for any reason the IC-CA service is unavailable the call to 911 will still route to the PSTN and on to the PSAP, only no alert will be generated.

x Enter the Directory Number: 911

x Select the Route Partition: Site1-911-Alerts


x Enter an Alerting Name: 911 Emergency Alerts



x Set all of the Call Forwards EXCEPT Forward All to 911

x Set all of the Call Forward Calling Search Spaces to use Site1-911-Alerts

x Click Save



Associate Devices To Application User

In the Base Configuration section of this document we created an Application User, InformaCast-CA, in CUCM for IC-CA to use for registering CTI Devices. We need to associate the newly created CTI RP to that CUCM Application User for IC-CA to be able to register and monitor the CTI-RP for calls to 911.

x Access User Management > Application User > and click the user: InformaCast-CA

x From Available Devices, move the CTI Route Point to the Controlled Devices

x Click Save



InformaCast

x Access Recipients > and click Add

x Add the people, devices, and/or systems that should be contacted when a phone at the site dials 911

x Click Update



CallAware

x Access Call Redirects > click the plus sign (+) to add a new one

x Enter a Name: Site1-911

x Enter the name of the CTI Route Point followed by a comma and the Directly Number assigned to the Line Appearance we want to monitor: Site1-911,911

x Enter the Redirect Call to DN: 911 (NOTE: this is the number we want to forward the call to after we see it and trigger the alerts and recording)

x Set the Redirect Call Using radio button to Route Point’s CSS (NOTE: this is important because if you do not do this the call will loop through triggering multiple notifications and never route to the PSTN to the PSAP)

x (OPTIONAL: If you are choosing to record, check the box to Record Call)

o Select whether you choose to play a tone to the parties of the call

x Select the InformaCast Message to send: ~System-911Alert (NOTE: The text of the message will be overwritten with details of who placed the call)

x Select the Recipient Group(s) who should be notified that 911 was dialed: Site1-911-Alert Responders

x Enter Short Text: Use the Variables to have it dynamically populated based on the phone that dialed 911. You can click the help button for examples or copy this:

ITEM SETTING

Short Message Text $calledDN Dialed by $phoneDescription ext $callingDN at $time

x Enter Long Text: Use the Variables to have it dynamically populated based on the phone that dialed 911. You can click the help button for examples or copy this:

ITEM SETTING

Long Message Text $phoneDescription

Phone Ext: $callingDN

Date: $date at $time

Device ID: $callingPhone

Called Number: $calledDN

Unique Call Log: $callID



x Click Save

InformaCast CallAware Cutover & Test


Cutover & Test The configuration is set but no changes to the call flow have been made. Even though we have done all the programming we haven’t changed how phone calls are routing .

Before Cutover The entire configuration is in place. There is a CTI Route Point (CTI RP) waiting to receive calls at extension 911, and when it does receive a call, will trigger alerts and call recording while instantaneously forwarding the call to the already existing Route Pattern. Because we haven’t made any changes to the call flow or dial plan yet, the 911 calls are still routing directly to the existing Route Pattern and are not yet using the CTI RP.



Cutover The actual cutover process to route calls through the CTI Route Point (CTI RP) is quick and easy. This is good because it allowed us to do all the programming without interrupting our existing emergency dialing capabilities. During off hours or when we have resources available to test, we can quickly perform the cutover and test. If we decide that the results are not to our liking we can very quickly back out the change just as easily.

The process to cutover to the new call flow is done in CUCM:

x Access Call Routing > Class of Control > Calling Search Space

x Locate and Find the Calling Search Space(s) for the site. (Site1-Device for our example)

x Click to highlight the new Partition we created: Site1-911-Alert

x Move the Site1-911-Alerts Partition from the Available Partitions to Selected Partitions (NOTE: we have not clicked save so no change has been made yet)

x Move the Site1-911-Alerts Partition to the top of the list of the Selected Partitions. (NOTE: we have not clicked save so no change has been made yet)

x Click Save to cutover to the new call flow. (NOTE: to back out for any reason move the Site1-911-Alerts Partition from the Selected Partitions back to the Available Partitions)

x Do the above for any CSS phones use to dial 911 at the site



Note About Partition & CSS Placement For the cutover section we placed the new Site1-911-Alerts partition at the top of the Selected Partitions for the phone’s CSS. This could be done differently in the environment. The reason it was done this way was because it is an example that will likely work in most customer environments.

For example, the Site1-911-Alerts Partition doesn’t have to be at the very top of the list;; it really only needs to be higher than the existing Site1-911 Partition. If the existing Site1-911 Partition was not doing anything besides holding the 911 Route Pattern, it could be completely removed from this CSS since 911 no longer routes through that Parition.

By having this documenation add the new Site1-911-Alerts Partition to the top of the Selected Partitions we cover the largest audience for the largest likelyhood of success in the largest number of environments. Use your own judgement when configuring your call flow, but the examples provided should work in most environments.



After Cutover After the cutover is complete, calls to 911 will no longer match the Route Pattern directly but instead will match the 911 Directly Number on the CTI Route Point being monitored by IC-CA. In the Cutover section we listed the new Site1-911-Alerts Partition as the first Partition in the CSS the phones use for the site. By placing the Partition at the top of the CSS the new CTI RP will be chosen over any existing Route Pattern match.



Other Emergency Patterns (9911) Typically there is an escape digit that must preceed a telephone number to send the call to the PSTN. In North America this is typically the number nine followed by the actual telephone number (example: 916086611140). Because of these dialing habits many organizations route not only 911 but also 9911 to the PSAP.

9911 Without Translation Pattern Call Flow

The current changes have routed 911 to the InformaCast CallAware (IC-CA) controlled CTI Route Point (CTI RP), but no call routing has changed for 9911. Whatever route was currently used would still be present.



Add A Translation Pattern

While it is possible to add another CTI RP or even add another line to the existing CTI RP, it is a better and easier solution to use a Translation Pattern to turn 9911 into 911 before sending the call to IC-CA. The load IC-CA places on CUCM is small, but every CTI RP or line appearance IC-CA has to monitor is more CTI traffic that must be monitored over JTAPI. When there are only a small number of items there is no concern, but if you have 200 sites it is the difference between 200 and 400 devices to monitor. Using a Translation Pattern is a simple way to scale.

x Access Call Routing > Translation Pattern > and Add New

x Enter the Translation Pattern: 9.911

x Set the Partition to the newly created alerting Partition: Site1-911-Alerts


x Choose the same Calling Search Space the Phones use: Site1-Device-CSS



x Under Called Party Transformations, set Discard Digts to PreDot

x Save

9911 Translation Pattern to 911 Call Flow

The user dials 9911 and matches the 9.911 Translation Pattern in the Site1-911-Alerts Partition. The dialed digits are stripped PreDot leaving 911 which is again rerouted through the CSS where it follows the same path as the 911 call flow to IC-CA controlled CTI RP.

InformaCast CallAware Multiple Sites With Centralized Server


Multiple Sites With Centralized Server Any number of remote sites can use a centralized server. The steps and process to implement the remote sites are the same as has been outlined in the prior sections of this document. The setup, programming, cutover, and testing all follow the same methodology outlined. The only difference is traffic traverses the WAN and the names will use the remote site: (example: Site2).

If the remote site loses connection to the Data Center and goes into SRST it will also lose the ability to route any call to InformaCast CallAware (IC-CA) which means no alert would be received, but the call will use the SRST configuration to route to 911.

Remote Site Traffic Overview

InformaCast CallAware Multiple Sites With Centralized Server


Remote Site Call Flow

Notice the call flow is identical to the call flow of Site1, but only the names have changed to represent this new site’s location: Site2.

InformaCast CallAware Cisco Emergency Responder (CER)


Cisco Emergency Responder (CER) It is important to understand that the InformaCast CallAware (IC-CA) and the Cisco Emergency Responder (CER) products provide two separate services to the environment and do not integrate in any manner. The two platforms can exist in the same environment to complement each other, but the two do not communicate or integrate with each other.

E911 CER is used in environments where e911 regulations exist to provide the PSAP with an Emergency Location Identification Number (ELIN) that maps to an Emergency Response Location (ERL). These ERL’s are physical locations and phones that are in these areas are dynamically assigned the proper ELIN when they dial 911 so the PSAP can provide the first responders a more precise location from where the call was made from.

IC-CA has no concept of ELIN/ERL mapping or physical location of the phones. IC-CA does not provide the PSAP with any identifying information and as such is not a solution for e911.

Notification IC-CA is a powerful notification platform that can reach people instantly in many different ways. The information it provides is obtained through CUCM, and is sent to as many people or devices as needed very quickly.

CER can provide some onsite notification by sending an email or placing telephone calls. The speed and efficiency of these methods may be sufficient if the goal and purpose is only informational, but IC-CA will provide more powerful alerting platform.

Call Routing With CER and IC-CA When CER is involved in the dial plan and call routing we still want to insert IC-CA prior to sending the call to CER. This allows the person(s) implementing IC-CA to not have to touch the existing CER configurations. Any site would continue to use their existing call routing until they decide to cutover and test (see prior section of this document for steps to accomplish this).



CER With InformaCast CallAware Overview



CER With InformaCast CallAware Call Flow

The site by site configuration of IC-CA is the same as it was in the prior sections of this document. The only change is where IC-CA sends the call after it reaches the CTI Route Point (CTI RP). The call will still be forwarded to 911, but instead of it routing to the Site’s Route List (gateways or trunks), it would instead be handed to the e911 Partition for CER to handle the call. CER can then send the proper ELIN to the PSAP.

InformaCast CallAware Troubleshooting


Troubleshooting FAQ When I dial 911 I get a busy signal or announcement that my call cannot route

If you have cutover to IC-CA undo the change to verify it works without IC-CA and start again. If you cannot dial 911 when IC-CA is programmed you will want to work with your telephone vendor to remediate the dial plan.

When I dial 911 the PSAP sees the wrong telephone number

There are many places within CUCM where the calling number can be set. You will want to check the phone’s external phone number mask, the Route List, Route Group, and the Route Pattern to see where it is being set.

When I dial 911 the PSAP has the wrong address

Your telephone service provider controls this information. You will need to call your carrier and have them update their database.

When I dialed 911 I got a whole bunch of alerts from InformaCast

Verify the “Site1-911-Alerts” CSS has the Partition that has access to the 911 Route Pattern and that Call Redirect in CallAware is set to use the Route Points Calling Search Space.

I see the call in the Call History but there is no call recording

x Consult the compatibility matrix to verify the phone model(s) support the Builtin Bridge (BiB) and ensure the BiB is enabled within the CUCM configuration for the phone(s).

x Verify the CTI Ports have the Monitor Calling Search Space (CSS) set properly.

x Verify the CUCM Application User has the permissions set properly

x Make sure the caller did not hang up the call before it was answered. If the call had no audio there would be nothing to record

InformaCast CallAware Troubleshooting


When my InformaCast message arrived it shows the phone data as UNDEFINED

Verify the CUCM Application User has the proper permissions and the user/password that was used and entered in CallAware was set properly. The Diagnostics page should show CTI JTAPI and AXL are connected.

After I upgraded CUCM things no longer work

JTAPI is CUCM version dependent and any upgrade to CUCM will require an update to JTAPI on the InformaCast server. See the compatibility matrix for version compatibility.

Resources x Log Tool – gathers logs and can give instruction to fix common issues

http://www.singlewire.com/t-logtool-kit.html

x Singlewire Academy – video on demand classes for implementing features http://www.singlewire.com/academy.html

x Compatibility Matrix – view software, hardware, and feature compatibility http://www.singlewire.com/compatibility-matrix.html

x Documentation – searchable product manuals http://www.singlewire.com/help.html

x Frequently Asked Questions – locate answers to common items http://www.singlewire.com/faq

Technical Support Technical Support is provided to Singlewire Advanced Notification customers who have a valid maintenance contract.

How to open a Technical Support Case

Monday – Friday (Excluding Holidays)

7:00am – 6:00pm Central Standard Time

x +1 608 661 1140

x [email protected]

x http://www.singlewire.com/online-support-request.html

http://www.singlewire.com/t-logtool-kit.html

http://www.singlewire.com/academy.html


http://www.singlewire.com/help.html

http://www.singlewire.com/faq

mailto:[email protected]

http://www.singlewire.com/online-support-request.html

InformaCast CallAware Test Plan & Phone Script


Test Plan & Phone Script Alert the PSAP to Testing

Before testing you will want to make the PSAP aware you would like to test and your calls should be considered non-emergency. You are asking permission to use the service.

TASK PURPOSE HOW

Obtain PSAP Non-Emergency Number

Ask permission to do emergency call testing

x Found on the Web

x Call local Police

Enter PSAP Non-Emergency Number:____________________________

TASK PURPOSE HOW

Contact PSAP at Non-Emergency Number

Make 911 PSAP Aware Testing Will Take Place

x Use Phone Script Below

PHONE SCRIPT

Hello my name is <YOUR_NAME> from <YOUR_COMPANY>. We have made changes to our phone system and would like to verify our emergency dialing capabilities. Would this be an OK time to test?

Test Calls to PSAP

When placing an emergency call it is incredibly important you do not hang up once the number is dialed. Your information is received the instant the calls leaves your premises, and a hang up will result in emergency services being dispatched to your site. You must make the operator aware your call is not an emergency.

Dial Emergency Number and read script below.

PHONE SCRIPT

This is a non-emergency test call. My name is <YOUR_NAME> from <YOUR_COMPANY>. We made changes to our phone system and are performing tests of our emergency dialing capabilities. Can you please tell me what number and address is received?

InformaCast CallAware Test Plan & Phone Script


Obtain Baseline

TEST EXPECTED RESULTS RESULTS

Before cutting over, place a standard 911 call to ensure things are working as expected in their current state.

x No Changes have been made so this is a baseline.

x Fix any problems that are found before proceeding

Cutover Test Plan

TEST EXPECTED RESULTS RESULTS

Stop singlewireCallAware Service

Dial 911 / 9911

x Call Routes to 911 PSAP

x No InformaCast notification

Start singlewireCallAware Service x Call Routes to 911 PSAP

x InformaCast notification received at Recipient Group

On the last test call, be sure to make them aware that testing is complete. Perform the above tests and make notes for every building and/location that would be affected.

By signing below, the company representative confirms and verifies that all emergency dialing functions as expected and calls route to the PSAP for emergency calls.

__________________ __________________ _________________

Name (Printed) Signature Date

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