The 3300 ICP can be configured to send emergency response notification (ERN) of emergency calls to one Mitel Emergency Response Adviser (ER Adviser). The ER Adviser can escalate the severity of an emergency call by notifying interested parties that an emergency call has been placed. ER Adviser interacts with the PSAP for CESID information and also keeps itself and the PSAP up-to-date with CESID details.
ER Adviser is notified of an emergency call at the same time as Emergency Staff with designated consoles and/or devices receive local notification of emergency calls (if programmed).
The 3300 ICP uses SNMP trap notifications to notify ER Adviser of an emergency call. In order for the system to send SNMP traps to ER Adviser, the emergency call route must be designated as "E" (emergency) in the ARS Routes form. You designate this emergency route type as part of the CESID programming that must be completed to support the Emergency Services feature.
The SNMP agent will continue to attempt notification even after the emergency call is terminated. Due to the retry mechanism, ER Adviser may receive notification after the emergency call is completed. ER Adviser sends acknowledgement of the notification to the 3300 ICP using an SNMP-Set Acknowledgement.
Upon initiation of an emergency call on the system, the 3300 ICP sends an ERN SNMP Trap to ER Adviser (if programmed) and expects an SNMP-Set Acknowledgement from ER Adviser. If no Acknowledgement is received on a trap instance within approximately 0.5 seconds, the SNMP agent resends the ERN SNMP Trap and continues to wait for an SNMP-Set Acknowledgement. For each additional retry, the interval is doubled until the maximum interval of 60 seconds is reached. The 3300 ICP continues to retry until it receives an acknowledgement from ER Adviser or 2 hours has elapsed after the initial Trap is sent. The 3300 ICP generates a log when it receives an acknowledgement from ER Adviser and also if it does not receive acknowledgement after the maximum number of notification retries (see Logs).
Note: If multiple emergency calls have been placed, multiple ERN SNMP Traps may be sent to ER Adviser. If ER Adviser has not acknowledged any ERN SNMP Traps for 5 minutes, the retry intervals are combined and determined by the shortest interval of all existing ERN SNMP Trap retries (which, at this point, would be 60 seconds). Once ER Adviser acknowledges an ERN SNMP Trap, the retry interval returns to being determined by the number of retries attempted.
The 3300 ICP sends the following information in the ERN SNMP Trap to ER Adviser:
System Identifier
Helps to uniquely identify the system responding to the emergency call.
This is the name or the responding system as configured in the SNMP Configuration
form.
IP Address of the
PBX Node
The IP address of the RTC. In the
case of the MXe Server, this will be the System IP address.
ERN Sequence Number
An incrementing number from 1, used for correlating the retry logs.
ERN Call Type
Indicates that the call is an emergency call.
Detect Date &
Time
The date and time (with seconds) that the emergency call was initiated.
This information matches the date and time in the SMDR record; however
the SMDR record does not include the seconds. If the clock cannot be read,
this field contains asterisks.
Caller's Digits
The DN of the device used to place the emergency call. These digits
correspond to the ANI digits that are provided to the PSAP. In the case
of a hot desk user that is currently logged in to a hot desk device on
the system, these digits are the hot-desk user's DN (mobile DN)--not those
of the device itself (registration DN). However, if the device is designated
as a Hot Desking device but no user is logged in, these digits are the
DN of the device (registration DN).
Under most circumstances, the caller's digits are the same as those
that appear in the calling party field of the SMDR record (when SMDR is
enabled); however, if an ACD Agent is logged in, the ANI provided to the
network and the caller's digits provided in the ER notification represent
the DN of the device while the SMDR record identifies the agent ID.
Caller's PNI
The Primary Node ID for the caller (if applicable).
CESID
The CESID that is programmed in the CESID Assignment form, for the
device from which the emergency call is placed. Depending on the configuration
of the PBX and the type of device that is making the emergency call, this
field may not have a value.
Dialed Digits
The digits that are outpulsed on the outgoing trunk after digit modification
has been performed. For example, when a caller dials "911",
the digits reported in this field are "911". After the SNMP
emergency notification trap is generated, the SMDR record can be used
to determine the actual destination digits.
Registration DN
(Hot Desking device only)
If a hot desk user is logged in to a hot desk device and has placed
an emergency call from the device, then this field contains the associated
Registration DN (of the device the user is logged in to). This field is
not provided when a log-in is not active on the device.
Logs are generated to indicate the success and/or failure of notification being sent to ER Adviser.
A maintenance log is generated only after the first 3 attempts to send an ERN SNMP Trap have failed.
When the 3300 ICP reaches its maximum emergency notification retries to ER Adviser, the 3300 ICP generates an error log. This log is generated up to 2.5 hours after the system sends the initial ERN SNMP Trap.
No alarms are generated for ER Adviser notification activities.
