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Achieving Microsoft Teams and E911 Success

Author: Irwin Lazar, Vice President and Service Director

Emerging regulations, the need to avoid risk that can harm employees, operations, and/or reputation, and a growing mobile workforce require a proactive strategy for 911 call routing and location information management. The recently enacted Kari’s Law, and Section 506 of RAY BAUM’s Act, mean organizations must enable security team notifications of calls to 911, and provide public safety operators with detailed location information from the source of the call.

At the same time, a growing number of companies are adopting Microsoft Teams to leverage its ability to integrate contextual collaboration with calling and meeting capabilities. Nearly 90% of those adopting Teams are doing so by using their own SIP trunking services, connecting to the PSTN via Microsoft Direct Routing. To ensure emergency calls are properly routed with correct caller location, organizations must use a solution that integrates Teams, E911 location and call routing management, and SIP trunking into a unified solution that avoids potential areas of conflict and ensures regulatory compliance.

Alternatives to meet E911 business and regulatory requirements include using capabilities available from SIP trunking providers, dedicated E911 services providers, or those that offer a combined approach.

To implement a successful strategy, including selecting the ideal Direct Routing provider, IT leaders should:

  • Understand regulatory and legal requirements, including Kari’s Law, Section 506 of RAY BAUM’s Act, as well as applicable state-level and international laws governing E911 call management
  • Plan to implement features like misdial prevention, call logging, security desk notification, and dynamic user location management to minimize risk of misrouting of 911 calls or first responders arriving at the wrong location
  • Evaluate SIP trunking providers that support Direct Routing based on their certifications, porting, partnerships, reliability, cost, and management capabilities
  • Evaluate emerging API-based capabilities to optimize provisioning and abilities to deliver new functionality like SMS/MMS messaging to/from business phone numbers
  • Plan for eventual Microsoft Teams support for NG9-1-1 and select a Direct Routing provider with a clear roadmap for NG9-1-1 support

Table of Contents
  • Executive Summary
  • E911: Key Requirements
    • Kari’s Law
    • Section 506 of RAY BAUM’s ACT
  • The State of Enterprise E911 Strategies
  • Microsoft Teams and E911
    • PSTN Connectivity Options
    • Microsoft Phone System and E911
  • Picking the Right Direct Routing Provider
  • Planning for Next Generation 911
  • Conclusion


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