MLTS 9-1-1 Best Practices for HPBX and SIP/PRI Customers

Cogeco places the utmost importance on the safety and security of its customers and their users. In accordance with CRTC decision 2022-265 addressing the specific challenges around the use of 9-1-1 services with Multi-Line Telephone Systems (MLTS), Cogeco strongly encourages customers operating Hosted PBX (HPBX) and SIP/PRI Trunking deployments to familiarise themselves with and adopt the following best practices. Doing so will help protect customers from potential liability claims and ensure the safety of their personnel and visitors.

• Any endpoint (telephone or telephony-enabled UC client) associated with Multi-Line Telephone Systems (Hosted PBX or SIP/PRI Trunking services) must be configured to allow direct dialling of a 9-1-1 call without needing to dial an additional digit, code or prefix.
• 9-1-1 calls should be routed directly to the appropriate Public Safety Answering Point (PSAP) and should never be directed to a central internal answering service such as a security desk, receptionist or operator.
• Please ensure the address information provided to Cogeco is accurate and up to date at all times. 
  • Please make sure that Cogeco always has accurate and up-to-date address information for the primary location of your HPBX or SIP/PRI Trunking deployment, as well as the specific address information of any DID/extension used at addresses other than the main deployment site.
  • Do not attempt to move the service at a different location, or distribute it to endpoints located at different civic addresses without contacting Cogeco.
  • On-site personnel should maintain and have access to a registry indicating the precise location of each fixed endpoint and its corresponding DID or extension in order to give proper directions to emergency responders upon their arrival.
  • If you operate a multi-site HPBX or SIP/PRI Trunking deployment with fixed endpoints across various locations, please work with Cogeco to ensure that each DID is set-up with the correct civic address to ensure 9-1-1 calls are properly routed.
  • Please advise Cogeco if any numbers or extensions are to be assigned to users of Unified Communication clients or softphone applications. All DIDs assigned to such applications must be provisioned for Nomadic 9-1-1 call routing. Under no circumstances should such applications be used with Enhanced 9-1-1 services since this could potentially result in emergency responders being dispatched to an incorrect location.
• Whenever possible please assign unique DIDs or internal extensions to each endpoint, including shared devices (such as common area and courtesy phones). This will ensure that 9-1-1 calls are placed from devices associated with accurate location information as well as enabling emergency services to call back the user if necessary.
• Please ensure that an appropriate number is presented to the PSAP when a user places a 9-1-1 call. As much as possible, avoid setting up an outbound CLID (Caller Line ID) pointing towards an IVR (Interactive Voice Response) system that would make it difficult for emergency services to reach the calling party or on-site personnel in the event of a callback.
• We encourage you to actively work with Cogeco to ensure your HPBX or SIP/PRI Trunking deployments are properly configured to ensure compliance with these best practices and if necessary to facilitate 9-1-1 tests with the Public Safety Answering Point (PSAP).
• If desired, ask Cogeco to set up alerts to notify specific on-site personnel when a user dials  9-1-1, such as security team, administrators or receptionists. This can help ensure that on-site personnel are ready when first responders arrive on site and can help direct them to the precise location of the caller within the building.

As technology advances and the Canadian Telecommunications industry moves towards widespread adoption of Next Generation (NG) 91-1-1, Cogeco will be working with its customers, vendors and network partners to update its capabilities and recommended best practices in order to continue delivering the best and safest experience to business users.