911 FOR GENESYS

In today’s world where agents can work remotely from anywhere, ensuring compliance with federal E911 legislation can be challenging especially when using BYOC configurations. Kari’s Law and Ray Baums act mandate how users can access 911 and provide a dispatchable location in the event they place an emergency call. 911 Secure SENTRY Cloud Enterprise™ for Genesys is a cloud based E911 solution that supports a mix of on-premises users and remote agents from a single point using SIP.  

As a user place an emergency call, the call is routed to Sentry Cloud Enterprise via SIP over the Internet. A specific emergency trunk is defined in Genesys Cloud CX and emergency calls are routed over this trunk to SENTRY Cloud™.  Using the Agent extension presented during the call, SENTRY Cloud™ identifies the location provisioned by Gatekeeper and the callback number to use to deliver the call to the PSAP. For on-premises users, the Emergency Number configured for the user’s location is used to determine the on-premises location.