Emergency Services Addresses

Modified on Wed, 19 Dec 2018 at 02:58 PM

We now support the adjustment of Emergency addresses linked to DDI's. Before we get into the process of configuring the system, some background on why this is needed.

In the past, all telephone numbers were linked to a physical line, which ran to an address. This meant that it was easy for the emergency services to track a call originating from a number back to an address. The reason this is sometimes needed is if the caller is incapacitated or impaired in some way during the call, which prevented them providing their address to the 999 operator.  If this occurred, the 999 operator would refer to a list of numbers and addresses provided by Openreach, and then dispatch the relevant services to that address.

Fast forward to present, and we find ourselves in a situation where physical numbers are not necessarily linked to a physical line to 1 premises. The whole concept of virtual numbering allows you to use your numbers anywhere, allowing you greater flexibility. This, however, provides a massive logistical challenge to the emergency services. As such, it is a legal requirement that communication providers provide up to date address information for the numbers that they supply. As we cannot tell where numbers are being used, we therefore provide means that allows customers to update the address information themselves.

To that end, we have implemented a system into Selfcare, that allows you to adjust and configure the addresses linked to DDI's. This is done via the trunk or Luna PBX extension pages, depending on the method you use to place your outbound calls. In order to add addresses, follow the below steps..

1. Browse to necessary section in selfcare (SIP Trunks and/or Luna PBX -> Extensions)

2. Using the drop down list next to ""Emergency Address"", select -- New Address --

3. This will open a pop-up window. You can search for addresses in the top most part, using the post code. You will then be able to select the exact address using the drop down box below the post code search box.

4. Once you have found and selected your address, the details will be copied into the lower box. You then select the DDI you want to link to that address, and click save at the bottom.

5. Repeat the procedure to add all the addresses you need, and link these to your other DDI's if needed.

All the addresses you add will then be present in the "Emergency Address" drop down menu, so associate this with your trunks/extensions as needed. If you use many CLI's via a single trunk, for example, the system will link the default address you specified in the above steps to the CLI being presented. If none is present, the system will use the address listed against the trunk.

If the DDI is terminated outside of the UK, you will need to select the "-- Non-United Kingdom address --" option.

It will soon be a requirement to add and assign the information above to each extension/trunk within the system, so please bear this in mind.

The addresses are passed to Openreach, who then update their systems with the details provided. As such it is crucial that the information provided is accurate and up to date. If a call is made to the emergency services from that CLI, and the address information is wrong, there is a chance the emergency services will be sent to the wrong address. As such, it is essential that the address information is kept up to date.

As the above system is also linked to the number porting process (the address listed against the DDI in this system is used to verify the ""installation address"" when you attempt to port a number), it makes sense to ensure that the addresses are correct, to prevent issues porting numbers in the future.


In order to test you can call the Emergency services from via your trunk/PBX, there is an option to enable emergency call testing within selfcare. You will need to set the ""Emergency Call Testing"" option within your trunk option page to Yes. A pop-up will appear, advising that the test will remain in place for 5 minutes. Ensure you click OK, to enable the test mode. If you then dial the emergency services, you will be presented with an automated message, to advise the call was successful, but NOT connect the call to the Emergency Services.

If you do not receive the prompt, or the call fails, then it is possible that your PBX/SIP device does not have the necessary dial plan to route call to that number. Most phones will include this as standard, but PBX's do not. As such, you may need to add a bespoke dial plan for 999/112/111 calls, that route to ourselves normally, so that the PBX will accept and route the calls if the numbers are dialled locally.

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