[VoiceOps] Misrouting 911 Calls?

[Ivan Kovacevic]

This:


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

There are a number of VoIP 911 providers who handle and route calls to the
correct PSAP based either on the registered address or based on information
collected from the called on the phone. We use Northern911 but there are
many others.

We have this relationship as a TSP, but also have several clients (roadside
assistance, security companies, utilities) who have a direct relationship
with N911.

Dialplan to route 911 calls to the provider and bypass Comcast will fix
your headache. For not much $.

Good luck

Ivan





On Tue., Jan. 4, 2022, 1:36 p.m. Aaron C. de Bruyn via VoiceOps, <
voiceops at voiceops.org> wrote:

> 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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