Set up a Route for PSAP Callbacks

After an emergency call, a Public Safety Answering Point (PSAP), the call center that handles 911 and other emergency calls, may dial the number back to confirm the situation or gather more detail. If the person who placed the emergency call has stepped away or cannot pick up, that callback should still reach someone. This procedure builds an inbound route that steers PSAP callbacks to an on-site security contact or another responsible extension so the call is always answered.

Danger

This route is part of your emergency-calling (E911) setup. If PSAP callbacks are not routed to a live person, dispatchers may be unable to reach anyone on site during an emergency. After you finish, test the route (see the tip in the Result section) and never leave it pointed at an unmonitored extension.

Procedure

1. Sign in to the Cloud Voice management portal and open Call Control > Inbound Route.

2. Click Add to create a new inbound route dedicated to PSAP callbacks.

3. In the Name field, enter a label that makes the route easy to recognize later, for example PSAP Callback.

4. Under Caller ID Pattern, list each emergency number configured on your system so any of them can match an incoming callback. These are the same emergency numbers you already defined in your system’s emergency-call settings, since a PSAP callback comes back in on one of those numbers:

   1. Click Add.
   2. In the Pattern field, type an emergency number.
   3. Repeat the two steps above for every additional emergency number you use.

   Caution

   Add every emergency number you have configured on the system. The Caller ID Pattern is the filter the route uses to decide which incoming calls it handles, so any emergency number you leave out will not match, and a callback tied to that number will not be delivered to your responder.

5. In the Trunk section, move the trunks that carry your emergency calls into the Selected box.

   Note

   A trunk is the SIP (Session Initiation Protocol) connection between Cloud Voice and the phone-network provider that carries calls in and out. PSAP callbacks arrive over the same trunks your emergency calls go out on.

   Caution

   Select the exact trunks used for emergency calls and no others. If the correct trunk is not in the Selected box, the callback arrives on a trunk this route does not watch and will not be matched.

6. Set Default Destination to Extension, then choose the user who should handle returned calls from the PSAP.

   Tip

   Point this at an extension that is reliably staffed, such as an on-site security desk or front desk, rather than at the person who originally placed the call. The whole purpose of the route is to reach someone when the original caller cannot answer.

7. Leave the remaining fields at their default values.

8. Click Save, then Apply to put the route into service.

   Note

   Changes do not take effect until you click Apply. Saving alone stores the route but does not activate it.

Result

When a PSAP operator dials back, the system routes the call to the extension you assigned on this inbound route.

Tip

Verify the route before you rely on it: place a test call from one of the listed emergency numbers (coordinate with your provider or use a lab number so you do not tie up a real PSAP) and confirm the destination extension rings.