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Microsoft Teams and E911 – Are You Ready?

Published on: March 24, 2020

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. To understand these trends, Nemertes studied approximately 100 companies based in North America, with more than 1,000 employees. We found that 76% were using, or planning to adopt Microsoft Teams. Of those, more than half (56.2%) are using or plan to use Microsoft Phone System, via Teams, as their telephony platform. Microsoft Phone System adopters are split in PSTN access strategies with 55.7% using Microsoft’s Calling Plan offering while 36% are either using “Bring Your Own Carrier” via Direct Routing, or are currently evaluating their Teams PSTN access strategy.

With respect to E911, just 55.8% of organizations are aware of Kari’s Law and RAY BAUMs Act. Of those currently aware of the laws, most are either compliant, or planned to be compliant by February of 2020.

Moving forward, 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 911 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
  • If using Direct Routing, evaluate alternatives for ensuring 911 location management and call routing, including SIP trunking providers that offer combined E911 management and PSTN connectivity services
  • 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
  • More than Compliance
  • The State of Enterprise E911 Strategies
  • Microsoft Teams and E911
    • PSTN Connectivity Options
    • Microsoft Phone System and E911
  • Planning for Next Generation 911 (NG9-1-1)
  • Conclusion

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