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Cisco Emergency Responder is an emergency communication system that helps you respond to a crisis quickly and efficiently.
Emergency Responder also maintains a record of the emergency calls that your system receives so that you can access this information later.
The following is a brief overview of what happens when someone places an emergency call:
Someone places an emergency call.
Emergency Responder receives the call and forwards it to the public safety answering point (PSAP) for your area.
At the same time, Emergency Responder provides information about the emergency call in the Emergency Call Alert window. This information includes the time and date of the emergency call, the extension of the caller, the caller's alerting name, the ERL name, and the phone location. Additional details about the caller location, such as the complete physical address for the ERL and the port description, are displayed after you click on a call record. Depending on how your Administrator sets up your system your Emergency Call Alert Window may show alerts specific from the ERLs assigned to you. You will still have the option to view all alerts in the system.
Note | Emergency Responder displays the port description only for automatically tracked phones. For manually configured line numbers , this field is empty. |
After you determine the location of the caller, you can respond to the call according to your company emergency response policy.
As soon as the caller places the emergency call, Emergency Responder refreshes the Emergency Call Alert window. If Emergency Responder cannot perform the real-time update, the Emergency Call Alert window refreshes in 30 seconds.
Note | Emergency Responder provides you with only the extension of the caller; you cannot listen to the actual emergency call. |
You must log in to Emergency Responder to view web alerts and obtain more information about an emergency call.
To log in to the Emergency Responder User web interface, follow these steps.
After you are notified of an emergency call, the next step is to acknowledge it. To acknowledge an emergency call means that:
Note | A red link indicates unacknowledged calls. A black link indicates acknowledged calls. All security personnel who have access to the Emergency Responder User web interface can see the emergency calls on the Emergency Call Alert window. |
If a call record is removed from the list in the Emergency Call Alert window, Emergency Responder still saves the call information. After an emergency call has been acknowledged, you can see the call information by viewing the Call History. For information about how to view the Call History, see View History of Emergency Calls.
You can also see detailed information about that caller location by looking up the phone extension. For information about viewing details about a caller location, see Emergency Call Information.
This procedure assumes that you are logged in to Emergency Responder and that the Emergency Call Alert window is displayed.
For instructions on logging in to Emergency Responder, see the Access User Web Interface.
To display the Emergency Call Alert window from any page on the Emergency Responder User website, choose Web Alert.
To acknowledge an emergency call and remove the emergency call from the list, follow these steps:
Step 1 | In the Emergency Call Alert window, click ACKNOWLEDGE for the emergency call you want to acknowledge. A message appears and prompts you to confirm your acknowledgment. |
Step 2 | Click OK. Emergency Responder refreshes the Emergency Call Alert window and the Emergency Call Alert window of all on-site-alert personnel in your system, removing the call you just acknowledged. |
To view all emergency calls, click Find without entering any criteria.
To narrow your search, follow these steps.
Step 1 | Select the
field you want to search, select the search relationship, and enter the search
string.
To search a combination of fields, follow these steps:
|
Step 2 | From the drop-down list, choose the number of records per page to be displayed for each search. |
Step 3 | After you enter the search criteria, click Find. |
To respond to an emergency call, you might need more information than is displayed on the Emergency Call Alert window, or you might need to provide these details to law enforcement or other emergency personnel.
You can click on a call record in the Emergency Call Alert window to view details about a call.
The system administrator sets the displayed fields, such as the street address and the three-digit area code. The PSAP operator also sees these displayed fields.
These details might not describe the exact physical location of the caller, but they should describe the origin of the emergency call. If you find that these details are not helpful in locating the emergency caller, contact your system administrator.
For additional information, see View History of Emergency Calls.
The following table describes the fields you see after you click on a call record from the Emergency Call Alert window.
Field Name |
Description |
---|---|
ERL Name |
Zone name for the call location set by your system administrator. |
House Number |
Number from the postal street address for the building. For example, the 170 in 170 West Tasman Drive. |
House Number Suffix |
Number extension for the house number, if any. For example /2. |
Street Name |
Street name from the postal address for the building. |
Street Suffix |
Type of street. For example AV for Avenue. |
Prefix Directional |
Leading directional indicator if the street name contains one. For example N for North. |
Post Directional |
Trailing directional indicator if the street name contains one. For example N for North. |
Community Name |
Community name for the address. For example a city, town, or district name. |
State |
Two-digit state abbreviation. |
Main NPA |
Three-digit area code of the main number associated with the calling number. |
Customer Name |
Subscriber name associated with the ERL. This is typically your company name. |
Class of Service |
Class of service for the ERL. |
Type of Service |
Type of service for the ERL. |
Exchange |
Local Exchange Carrier (LEC) exchange identifier for the serving telephone office for the phone. |
Main Telephone No. |
Main phone number associated with the ERL, such as the number of the security office for the ERL. |
Order Number |
Service order number for establishing or updating this record. |
Extract Date |
Date this record is created. |
County ID |
County identification code for the zone. In the United States, use the Federal Information Processing Standard (FIPS) code assigned to the county by the U.S. Census Bureau. |
Company ID |
Your National Emergency Number Association (NENA)-registered company identification code. |
Zip Code |
Postal zip code for the address. |
Zip Code Extension |
Postal zip code plus four numbers. |
Customer Code |
Your customer code. If you do not know your customer code, contact your service provider. |
Comments |
Optional comments, which might be displayed at the PSAP if an emergency call is placed from this ERL. |
Longitude |
Longitude of the ERL. |
Latitude |
Latitude of the ERL. |
Elevation |
Elevation of the ERL. |
TAR Code |
Taxing area rate code. |
Location |
Additional location information, in free form, to help identify the exact location of the phone. For example, this information might repeat the street address that is defined in several separate fields elsewhere in the Emergency Call Alert window. |
The Emergency Call Alert page displays a list of emergency calls, with the following fields for each call:
Note | You need user or system administrator authority to access the Emergency Call Alert window. Java Runtime Environment (JRE) must be installed on your machine to monitor web alerts. |
Use the following procedure to view the Emergency Call Alert window.
Step 1 | In the Cisco Emergency Responder User window, click Web Alert. The Emergency Call Alert window appears. |
Step 2 | You may see specific alerts from ERLs assigned to you, depending on how your administrator has set up the system. Click All to view all the alerts in the system. |
Step 3 | To view the
Call
Details window, click on a call record.
The Call Details window appears. For additional information about the displayed fields, see Emergency Call Information. |
If you need to see location details about a call that is no longer visible in the Emergency Call Alert window, use the phone search to look up the extension. If you do not know the caller extension number, you can find it in the Call History window. For information about how to view a call history, see View History of Emergency Calls.
Note | You can perform both partial string searches and E.164 Dial Plans searches with Phone Search. If you are searching E.164 Dial Plans then a plus sign (+) should come before the number. |
Tip |
|
Step 1 | Choose Phone Search from the main menu. The Locate Phone by Extension window appears. |
Step 2 | In the
Phone
Extension field, enter the extension of the caller about whom you
want more information and click
Find.
For additional information, see Emergency call information. To return to the Emergency Call Alert window, choose Web Alert from the main menu. Detailed information about the caller appears at the bottom of the window. |
Use the Locate Phone by Extension page to search the Call History for a phone by an extension number. If a phone is located, the results show the Call Details.
Note | You need user or system administrator authority to perform a Phone Search. |
Perform the following steps to search for a phone by an extension number.
Step 1 | In the
Emergency Call Alert window, click
Phone
Search.
The
Locate
Phone By Extension window appears.
The following table describes the Locate Phone by Extension page.
| ||||||
Step 2 | Enter a phone extension in the Phone Extension field. | ||||||
Step 3 | Click
Find
The search results are displayed. |
Emergency Responder maintains history records for 10,000 most recent emergency calls.
You can use this information to track specific details about emergency calls, such as how many emergency calls were placed on a date, from a caller, or that contain a specific keyword. This information can also be used for reporting purposes or to set staffing levels. For example, you could use this information to determine the number of on-site-alert personnel needed for a time period.
You can also use this feature to provide recent call-history information to law enforcement agencies or to other emergency personnel.
If needed, you can enter or view additional information about an emergency call in the Comments field.
Tip | If you need to obtain call details for earlier emergency calls, ask your system administrator to provide this information. Your system administrator may have saved these records. |
Step 1 | Choose Call History from the main menu. The Call History window appears. | ||
Step 2 | Use the
drop-down lists and text field to enter specific call-search conditions. Click
More to add conditions, or click
Fewer to remove the last condition that you added.
| ||
Step 3 | Click
Find.
Information appears about those calls that meet the specified search conditions. If the information does not fit in one window, Emergency Responder uses more than one window to list the calls. To see more information, click the links or enter a specific page number in the Page field and click the Page link. | ||
Step 4 | To enter or
modify comments about an emergency call, click the
Edit
Link in the
Comments field for that call record.
The Call Details window appears. Comments appear in the Comments About the Call field of the Call Details window: | ||
Step 5 | Click Close to close the Call Details window. |
You need user or system administrator authority to access this page.
Use the Call History page to view the history of emergency calls that were made from your network.
The following table describes the Call History page.
Button or Field |
Description |
||
---|---|---|---|
Search criteria |
Allows you to enter search criteria to select the emergency calls you want to view. |
||
Call records |
Provides a list of emergency calls that match your search criteria:
|
||
Update |
Click Update to include your comments in the call history for the call.
|
||
Reset |
Click Reset to remove unsaved comments. You can then reenter comments.
|
||
Close |
Click Close to close the Call Details page.
|
The following table describes the fields you see when you view a history of emergency calls.
Field name |
Description |
---|---|
ERL Name |
Zone name that your system administrator set for that call location. |
Caller’s Extension |
Extension from which the emergency call is placed. |
Caller’s Name |
Alerting name set on Unified Communications Manager for the caller. |
Time |
Time that the emergency call is placed. |
Date |
Date that the emergency call is placed. |
ELIN Used |
Call-back number your PSAP operator uses to contact an emergency caller if the emergency call gets disconnected. |
Location |
The phone location, based on whether the phone is configured manually, or if it's configured automatically based on the switch port or IP subnet. |
Call Acknowledged |
The acknowledged status of a call on the Web Alert window. |
Acknowledged By |
The ID of the user who acknowledged the call. |
Time Acknowledged |
The time that the call is acknowledged. |
Date Acknowledged |
The date that the call is acknowledged. |
Comments |
This field that contains an Edit Link that allows you to enter comments about the call. See View History of Emergency Calls for details about entering comments. |