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MS Teams Dynamic e911 Dialing - Operator Connect and Direct Routing

Dynamic emergency calling for Operator Connect and Direct Routing provides the capability to configure and route emergency calls and notify security personnel based on the current location of the Teams client.

Based on the network topology (network elements associated with emergency addresses) that the tenant administrator defines, the Teams client provides network connectivity information in a request to the Location Information Service (LIS). If there's a match, the LIS returns a location to the client.

The Teams client includes location data as part of an emergency call. This data is then used by the emergency service provider to determine the appropriate Public Safety Answering Point (PSAP) and to route the call to that PSAP, which allows the PSAP dispatcher to obtain the caller's location.

For dynamic emergency calling, the following must occur:

  1. The network administrator configures network settings and the LIS to create a network/emergency location map. Trusted IP locations are key to starting the dynamic location lookup.

  2. During startup and periodically afterwards, or when a network connection is changed, the Teams client sends a location request that contains its network connectivity information to the network settings and the LIS.

    • If there's a network settings site match – emergency calling policies are returned to the Teams client from that site. 

    • If there's an LIS match – an emergency location from the network element the Teams client is connected to is returned to the Teams client. The match is performed in the following order with the first matched result being returned:

      • WAP
      • Ethernet switch/port
      • Ethernet switch
      • Subnet
  3. When the Teams client makes an emergency call, the emergency location is conveyed to the PSTN network.

The ability to do automatic routing to the appropriate Public Safety Answering Point (PSAP) varies depending on the country of usage of the Teams user.

Operator Connect and Direct Routing includes dynamic emergency routing services for users in the United States and Canada.

 

Supported Clients 

The following clients are currently supported. Check back often to see updates to this list.

  • Teams desktop client for Microsoft Windows
  • Teams desktop client for Apple macOS
  • Teams mobile client for Apple iOS client version 1.0.92.2019121004 and App Store version 1.0.92 and greater
  • Teams mobile client for Android client and Google Play store version 1416/1.0.0.2019121201 and greater
  • Teams phone version 1449/1.0.94.2019110802 and greater
  • Teams Rooms version 4.4.25.0 and greater

Reference this link for an updated list: Configure dynamic emergency calling - Microsoft Teams | Microsoft Docs

Important Note: Subnet and WiFi-based locations are supported on all supported Teams clients.

Important Note: Dynamic emergency calling, including security desk notification, isn't supported on the Teams web client. To prevent users from using the Teams web client to call PSTN numbers, you can set a Teams calling policy and turn off the Allow web PSTN calling setting. To learn more, see Calling policies in Teams and Set-CsTeamsCallingPolicy.

Important Note: 3PIP (Skype for Business) and SIP Phones do not support dynamic emergeny calling.

Assign emergency addresses: 

Emergenecy Addresses must be assigned and enabled per DID according to instructions in this link: 
    MS Teams Direct Routing and Operator Connect - 911 and e911 - CallTower Solutions Center (uc.solutions)

To support automated routing of emergency calls within the United States, you must ensure that the emergency locations that are assigned to network identifiers include the associated geo codes. (Emergency addresses without geo codes can't be assigned to the network identifiers that are required for dynamic locations.)

Azure Maps is used for location-based services. When you enter an emergency address by using the Microsoft Teams admin center, Teams checks Azure Maps for the address:

  • If a match is found, the geo codes are automatically included.

  • If a match isn't found, you will have the opportunity to manually create an emergency address. You can use the PIN drop feature to do this.

Important Note: Emergency addresses that are more than a couple of years old cannot be assigned to network identifiers. You will need to re-create older addresses.

Configure network settings: 

Network settings are used to determine the location of a Teams client, and to dynamically obtain emergency calling policies and an emergency location. You can configure network settings according to how your organization wants emergency calling to function.

Network settings include sites that include a collection of subnets and these are used exclusively for dynamic policy assignment to users. For example, an emergency calling policy and an emergency call routing policy might be assigned to the "Redmond site" so that any user that roams from home or another Microsoft location is configured with emergency numbers, routing, and security desk specific to Redmond.

Trusted IP addresses contain a collection of the internet external IP addresses of the enterprise network and are used to determine if the user's endpoint is inside the corporate network. An attempt to obtain a dynamic policy or location will only be made if the user's external IP address matches an IP address in the trusted IP address.

For more information about IP addresses, network regions, sites, and subnet addresses, see Network settings for cloud voice features.

You configure network settings in the Microsoft Teams admin center or by using PowerShell. To learn more, see Manage your network topology for cloud voice features.

Note that it can take some time (up to a couple of hours) for some changes to network settings (such as a new address, network identifier, and so on) to propagate and be available to Teams clients.

Important Note: Subnets can also be defined in LIS and can be associated with an emergency location. LIS subnets must be defined by the Network ID matching the subnet IP range assigned to clients. For example, the network ID for a client IP/mask of 10.10.10.150/25 is 10.10.10.128. For more information, see Understand TCP/IP addressing and subnetting basics.

Important Note: Network configuration setting lookups are not supported with cloud proxy service deployments that modify the source IP addresses from Teams clients.

For Operator Connect users:

  • If dynamic configuration of security desk notification is required, you must configure both trusted IP addresses and network sites

  • If only dynamic locations are required, you must configure only trusted IP addresses; configuring network settings isn't required.

  • If neither are required, configuring network settings isn't required.

For Direct Routing users:

  • If dynamic enablement of emergency calling or dynamic configuration of security desk notification is required, then you must configure both Trusted IP addresses and network sites.

  • If only dynamic locations are required, you must configure only trusted IP addresses; configuring metwork settings isn't required.

  • If neither are required, configuring network settings isn't required.

Configure Location Information Service: 

A Teams client obtains emergency addresses from the locations associated with different network identifiers.

For a client to obtain a location, you must populate the LIS with network identifiers (subnets, WAPs, switches, ports) and emergency locations. You can do this in the Microsoft Teams admin center or by using PowerShell.

Using the Microsoft Teams Admin Center 

  1. In the left navigation, go to Locations > Networks & locations.
  2. Click the tab that represents the network identifier that you want to add. For example, click SubnetsWi-Fi access pointsSwitches, or Ports. Then click Add.
  3. Complete the fields, add an emergency location, and then click Apply.

Configure emergency policies 

Use the following policies to configure emergency calling.

  • Emergency call routing policy – Applies only to Direct Routing. This policy configures the emergency numbers, masks per number if desired, and the PSTN route per number. You can assign this policy to users, to network sites, or to both. To learn more, see Manage emergency call routing policies for Direct Routing.

    (Operator Connect users are automatically enabled for emergency calling with the emergency numbers from the country based upon their Microsoft 365 or Office 365 usage location.)

  • Emergency calling policy - Operator Connect and Direct Routing. This policy configures the security desk notification experience when an emergency call is made. You can set who to notify and how they are notified. For example, to automatically notify your organization's security desk and have them listen in on emergency calls. This policy can either be assigned to users or network sites or both. To learn more, see Manage emergency calling policies in Teams.

Enable users and sites 

You can assign emergency call routing policies and emergency calling policies to users and to sites. Keep in mind that emergency call routing policies apply to Direct Routing only. (Although it's possible to assign this policy to a Operator Connect user, the policy will have no effect.)

You assign policies in the Microsoft Teams admin center or by using PowerShell. To learn more, see:

If you assigned an emergency calling policy to a network site and to a user, and if that user is at that network site, the policy that's assigned to the network site overrides the policy that's assigned to the user.

Emergency addresses for remote locations (Nomadic E911) 

This section describes support for 911 emergency calling location information in the United States. This support ensures that the most precise dispatchable location information possible is provided for Teams users making emergency calls. Regardless of the caller's location--onsite or working from home--a caller's location information sent to the Public Safety Answering Point (PSAP) must be accurate.

This section includes information about Microsoft's compliance with the RAY BAUM’S Act for Multi Line Telephone Systems (MLTS). The RAY BAUM'S Act extends the Kari’s Law requirements, which went into effect in early 2021. For more information about the RAY BAUM'S Act and Kari's Law, see Dispatchable Location for 911 Calls and Multi-line Telephone Systems – Kari’s Law and RAY BAUM’S Act 911 Direct Dialing, Notification, and Dispatchable Location Requirements.

Users working at home can now set their own emergency addresses if applicable. This article describes how you can configure user policies so that your end users can set their emergency addresses.

Although this information applies to emergency 911 calling in the United States, user-entered locations will be conveyed to the screening center in Canada as well.

Support for emergency calling location information 

To support these requirements, Teams uses the location services provided by the respective operating system to suggest an address--if granted permission by the administrator or user. The end user can confirm the location of a suggested address, edit it, or manually enter a new one. A confirmed, edited, or manually entered address is then saved on the Teams client so that the user-confirmed address is automatically used when the client is connected to that network. The user-saved addresses are automatically cleared when the Teams client is signed out.

Location precedence 

Emergency addresses for Teams can be categorized by different types. The following list shows the location precedence used when an emergency number is dialed:

  1. A dynamically acquired address defined by the tenant administer in the Location Information Service. (See the first Section on this page above)

  2. An address the end user confirmed, edited, or manually entered which is associated to the local network the Teams client is connected to.

  3. An address automatically suggested by the operating system.

  4. An address the administrator statically assigns to the user.

Emergency address classification and routing 

The following table shows the types of emergency addresses and associated routing methods for each type: whether the call is automatically routed to the serving PSAP or screened for accuracy before transferring to the serving PSAP. This routing behavior is supported in the United States for all Calling Plan users, Operator Connect partners, and Direct Routing certified emergency calling service providers.

Type of emergency address Emergency routing method 933 Testing expected behavior
Dynamically acquired emergency address defined by administrator Transferred directly to PSAP. Dynamic address will be read back
Emergency address obtained from the operating system without confirmation for accuracy by the user. Screened and Transferred to PSAP. Dynamic address will not be read back 
Emergency address obtained from the operating system with confirmation for accuracy by the user. Screened and Transferred to PSAP.

Dynamic address will not be read back

 

Emergency address obtained from the operating system and edited and confirmed by the user. Screened and Transferred to PSAP. Dynamic address will not be read back
Emergency address entered and confirmed by the user. Screened and Transferred to PSAP. Dynamic address will not be read back
Emergency address statically assigned to the user/number. Screened and Transferred to PSAP. Dynamic address will not be read back

3Pip SfB Devices, SIP Gateway Devices, Other Non-Supported Client Types.

Transferred Directly to PSAP Registered static (CallTower:Connect) address will be read back

 

Important Note: for "Dynamic address will not be read back"-- The expected behaviour is that 933 will says "there is no address configured for the phone number, your 911 service is not active". However, CallTower Support can confirm what address information was submitted and which Method was implemented on specific 933 test calls.

Enable end users to configure their emergency address 

Using the Microsoft Teams admin center

  1. In the left navigation of the Microsoft Teams admin center, go to Voice > Emergency policies.
  2. Select Add.
  3. Enter a name for the emergency calling policy, for example, "E911WFH".
  4. Turn on External location lookup mode.
  5. Select Apply.

Assign a custom emergency calling policy to users

You can assign a policy directly to users, either individually or at scale through a batch assignment (if supported for the policy type), or to a group that the users are members of (if supported for the policy type).

To learn about the different ways that you can assign policies to users, see Assign policies to your users in Teams.

After enabling this feature for your end users, from the Calls tab, the user can add, edit, or confirm an emergency address and display the address after it is set. For more information on how end users can set location services, see Work from Home Emergency 911: enable location services.

On Windows, you can manage the Windows location service, and whether applications have access to the location, by using group policy or by using mobile device management (MDM).

For more information about Windows location service, see Windows location service and privacy.

If your location Information is not available in teams please see this article for information from microsoft.

Windows location service and privacy (microsoft.com)

Important Notes and restrictions 

Keep the following in mind:

  • The work-from-home experience described is for Teams desktop on Windows and Mac.
  • Teams phones do not support the work-from-home experience.
  • Teams mobile supports automatic location detection but not the user entered experience described.
  • Privacy settings can conflict with automatic location detection - Mobile Device Management systems can be used.
  • If word-from-home experience is enabled, without Dynamic Location Database, The work-from-home experience will be in affect from Office locations as well.