Best Practice - Configure Emergency Call for Microsoft Teams Direct Routing

Overview

This Best Practice details how to use the Ribbon SBC Edge emergency call feature to handle emergency calls from Microsoft Teams Direct Routing. This feature supports all providers that are supported by Microsoft Direct Routing E911 solution.

Once the emergency call is received from Microsoft Teams Direct Routing, the SBC prioritizes the emergency call. If there is no channel available, the emergency call preempts an existing channel. Teams Direct Routing sends the E911 ELIN of the Civic Location inside the E911 call for use as the authoritative Call Back number for outgoing E911 calls. If the call drops, the E911 agent is able to reach the original E911 caller by calling back this number.

In the Office 365 Tenant:

• If the user Civic Address and location contains an ELIN number, the SBC replaces the Calling Number with this ELIN number.
• If the user Civic Address and location does not contains an ELIN number, the SBC uses a Calling Number from the "Callback Number Pool".

The call information is then customized based on the destination:

• For a SIP Trunk call: The call is sent to the SIP Trunk Provider with all the required Geolocation information.
• For a PSTN call: The call is sent to the PSTN Network using the customized Calling number.
  
  

Step 1: Install SBC Edge

These instructions assume the SBC Edge product (SBC SWe Lite, SBC 1000/2000) is installed and running. If the product is not installed, refer to the links below.

Step 2: Review Prerequisites for configuring E911 Emergency Services

Review Network Topology Details

Review and become familiar with your company's network topology details.

Obtain IP Address and Certificates

For details on the required IP address and certificates, refer to the prerequisites section here: Connect SBC Edge to Microsoft Teams Direct Routing

Step 3: Configure the Office 365 Tenant (Teams) for Emergency Calling

For the Tenants subscribed to Microsoft Office 365 services (Microsoft Teams Direct Routing), configure the items in the Microsoft Teams admin center. See the table below for guidelines.

For configuration details, refer to: Configure Dynamic Emergency Calling. 

Step 4: Configure SBC Edge for Emergency Services in Microsoft Teams Direct Routing

The SBC Edge is configured via Easy Configuration Wizard, as follows:

1. Access the WebUI. Refer to Logging into the SBC Edge.
2. Click on the Tasks tab.
3. From the left side menu, click SBC Easy Setup > Easy Config Wizard.

4. From the Application drop down box, select the relevant Easy Configuration wizard. Depending on your network, follow a relevant Easy Configuration wizard. Refer to the table below for guidance.

   Easy Configuration - Microsoft Teams Direct Routing Configuration

   Deployment Type	Refer to Configuration:
   SBC Connects to Microsoft Teams via SIP Trunk	SIP trunks ↔ Microsoft Teams
   SBC Connects to Microsoft Teams via PSTN Provider through ISDN.	ISDN PSTN ↔ Microsoft Teams

5. From Emergency Services, select ELIN Identifier as the emergency services number for outgoing calls.  

   Each Civic Location needs at least one ELIN number configured in the Microsoft portal that will be used as Callback number.

6. In the Emergency Callback Number field, enter a number to be used when the SBC does not receive ELIN information from Microsoft Teams.

7. In the PSAP Number field, enter the Public Safety Answering Point Number (valid entry: 1 - 127 characters). If this number is unknown near your location, leave this field blank.

   Configure Emergency Services

   

8. Click Next and continue through the easy Configuration Wizard fields, as applicable. For configuration guidance, refer to:

   1. SIP trunks ↔ Microsoft Teams

   2. ISDN PSTN ↔ Microsoft Teams

9. Click Finish.

Step 5: Place Test Call from Microsoft Teams

To make an emergency call from Microsoft Teams, call the Emergency Dial String configured in Prepare the Office 365 Tenant (Teams) for Emergency Calling.

Emergency Call from Microsoft Teams

Step 6: Verify SBC Edge Generated Data

After placing an emergency test call, data in the Alarm View and Call Routing table should be visible. Verify this data in the steps below.

View Emergency Call Attempted Alarm

The SBC Edge captures system-wide alarms and events which can be viewed in the Alarm View panel .An alarm is generated to track the history of emergency call.

View the emergency call alarm as follows:

1. Access the WebUI. Refer to Logging into the SBC Edge.
2. Click on the Monitor tab.

3. In the Alarm View pane, verify the Emergency Call Attempted alarm has been generated
   For details on viewing alarms, refer to Viewing Alarms and Events.

   Viewing Alarm

   

View Emergency Entry in Call Status Table

The Call Status Table allows you to view what calls have been made to an E911 or a PSAP number.

View the Emergency Entry as follows:

1. In the WebUI, click the Settings tab.

2. In the left navigation pane, go to Emergency Services > Call Status Table.

3. Click on the ELIN calling number and verify details.

    

   Call Status Table

   

Step 7: Troubleshooting

For troubleshooting steps, refer to Best Practice - Troubleshoot Issues with Microsoft Teams Direct Routing.