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Configure Genesys Cloud Voice E911 to support Kari’s Law

On February 16, 2018, Kari’s Law became effective in the United States, requiring multi-line telephone systems (MLTS) to allow dialing 911 without a prefix and to provide a notification that 911 has been dialed. Genesys Cloud Voice’s E911 feature supports the Kari’s Law requirements as long as you have these two things in place:

  1. Security desk email address
  2. The physical location address
Note: If you are using a Bring Your Own Carrier (BYOC Cloud or BYOC Premises) telephony connection option, you must check with your carrier for details on how they are implementing Kari’s Law. For more information, see .

No prefix required

Kari’s law requires direct dialing of 911 without having to dial a prefix, such as 9 or 0, when dialing out. No additional steps are required by customers when dialing 911 in Genesys Cloud Voice.

911 notifications

Kari’s Law requires that a notification is sent to a central location, such as a security office or a front desk, for an MLTS to rapidly dispatch assistance or first-aid, either through a phone call, email, or text message. The intention of the notification is for a designated person to be made aware of an emergency.

Configuration

Genesys Cloud Voice supports these Kari’s Law notifications based on the physical location address. You configure the physical location address in the . To ensure that your Genesys Cloud Voice implementation is compliant with (United States only), download the appropriate template to complete your 911 Call Notification plan. Send the CSV templates, along with a summary of your request, to .

Note: The 911 Call Notifications provided in these templates will replace all existing location notifications

Option 1: Universal Notification (All Locations)

Download to add a single 911 Call Notification list to every location in your organization.

Note: This CSV should contain only one row of data.

Option 2: Custom Notifications (Specific Locations)

Download to add unique 911 Call Notification to different locations.

Note: Include a separate row for each location that requires a custom Notification List. The Organization ID must be repeated on every row.
  • Organization ID (Required). For more information, see 
  • Location ID (Required). Include the specific ID for each location as it appears on the Location Details page.
  • Location Name (Optional). Use the name exactly as it appears on the Location Details page.
  • Full location address (Optional). Include the Street Address, Street Address 2, City, State, and ZIP Code exactly as they appear on the Location Details page.
    Note: This requirement is only applicable for United States addresses. Notification is not supported for Canadian addresses.
  • 911 Call Notifications: Enter a comma-separated list of email or email as text notification addresses to notify in case of emergency. For example, , , or carrier addresses such as AT&T: (SMS), T-Mobile: (SMS), or Verizon: (SMS).

    Mixed setup

    If most of your locations share a common notification list but a few require unique addresses, then follow these steps:

    • Use Option 1 to apply the universal list to all locations.
    • Use Option 2 to upload only the unique notifications for specific locations.
    Note: The specific location call notifications listed in Option 2 will overwrite the universal settings for those locations, ensuring they only receive their custom notifications.
    Notes:
    • You can register a maximum of 100 notification addresses with each location.
    • If you have many notification targets, consider asking your email administrator to create an email distribution list and then submit only that distribution list email to Genesys Cloud Voice support for registration. Using a distribution list allows you to retain control over who receives notifications and removes the need to resubmit in the event of any personnel changes.