[VoiceOps] Misrouting 911 Calls?

[Matthew Crocker]

Get a small SIP trunk from another provider.  Order 1 DID from that provider for each physical office location.  Register appropriate 911 information for the DID.  Configure FreePBX to rewrite the CallerID to the appropriate DID for outbound 911 calls.  You may be able to get new DIDs from Comcast for the sole purpose of 911 and configure outbound 911 calls to those DIDs.



From: VoiceOps <voiceops-bounces at voiceops.org> on behalf of Aaron C. de Bruyn via VoiceOps <voiceops at voiceops.org>
Date: Tuesday, January 4, 2022 at 1:41 PM
To: voiceops at voiceops.org <voiceops at voiceops.org>
Subject: [VoiceOps] Misrouting 911 Calls?
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One of my clients has a large SIP trunk with Comcast based out of Washington State.

They have all their offices across Oregon and Washington hooked into a FreePBX phone server that is attached to the Comcast SIP trunk.

911 calls *constantly* get misrouted to the local PSAP where the SIP trunk lives.

I must have called Comcast 30 times over the last few years to try and get this addressed, but Comcast flat-out refuses to fix the issue.

The short answer is that Comcast refuses to fix it.  In some (but not all) cases, our phone numbers are RCF'd numbers, so they don't actually exist on the trunk...and Comcast forcibly re-writes them to our 'main' number...and then routes the 911 call incorrectly.  In other cases, we have provided Comcast with the e911 information, they say it's updated, and then we find out months later (when an office dials 911 during an emergency) that it's still not correct.

Not only does this affect 911 calls, but also customers who get the re-written caller ID and have no idea which office called them.

The "easy" solution is to ditch Comcast and move to a provider that doesn't play the RCF and caller-ID-rewrite games.  Unfortunately my client is locked into their Comcast contract for another ~18 months.  Early termination would incur a ~$35,000 bill.

Is there a list of PSAP numbers somewhere so I can set up an internal redirect to the PSAP 10-digit number?  I know those 10-digit numbers are guarded like Fort Knox, so I'm betting this option isn't very realistic.

Maybe a separate service provider that can just handle 911 calls without "owning" my client's phone numbers?

Any other thoughts on how I can route around Comcast brain damage?

Thanks,

-A
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