Configure Genesys Cloud Voice E911 to support Kari’s Law
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Genesys Cloud Voice provides comprehensive E911 support that enables organizations to comply with Kari's Law requirements (applicable in the United States only) through direct 911 dialing without requiring prefix digits and automated emergency notifications to designated contacts. The system eliminates the need for prefix entry such as 9 or 0, facilitating faster emergency response times, and automatically sends real-time notifications via email or SMS to security desks and designated personnel when 911 calls are initiated.
Implementation requires organizations to configure specific information through Genesys Cloud Voice support, including a security desk email address and a complete U.S. physical location address. The configuration process involves submitting the organization ID, the full location address as it appears in the Admin UI, and a notification list of up to 100 email or SMS addresses in CSV format. Location-based 911 call routing ensures emergency calls are directed appropriately based on the caller's geographic location.
Two configuration options are available for 911 Call Notifications. Option 1 uses a universal notification template to apply a single notification list to all organizational locations, requiring only the organization ID and the designation "All Locations." Option 2 uses a custom notification template to assign unique notification lists to specific locations, requiring the organization ID, location ID, and optionally the location name and full address. Organizations may employ a mixed setup approach, applying universal notifications via Option 1 while using Option 2 to override settings for specific locations with custom requirements.
Supported notification methods include standard email addresses and carrier-specific SMS formats for AT&T, T-Mobile, and Verizon. Each location supports a maximum of 100 notification addresses; organizations with numerous notification targets should consider using email distribution lists managed by their email administrator to simplify management and accommodate personnel changes without requiring resubmission. The full address must match exactly as configured in the Admin UI, and any location additions, deletions, or updates should be documented in the accompanying email message. Canadian addresses are not supported for notifications, and SMS notifications are supported only for United States addresses. Organizations using Bring Your Own Carrier (BYOC) telephony connections must consult their carriers separately regarding Kari's Law implementation specifics.
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:
Security desk email address
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 Set up emergency services with BYOC.
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 Location Details page. To ensure that your Genesys Cloud Voice implementation is compliant with Kari’s Law (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 genesyscloudvoice-na@genesys.com.
Note: The 911 Call Notifications provided in these templates will replace all existing location notifications
Option 1: Universal Notification (All Locations)
Download TemplateForAllOrgLocations to add a single 911 Call Notification list to every location in your organization.
Note: This CSV should contain only one row of data.
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.
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.
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Configure Genesys Cloud Voice E911 to support Kari's Law - Genesys Cloud Resource Center