Avaya BCM Emergency Services Access (ESA) User Manual download pdf (Page 11)

Technical Solution Guide for BCM ESA v2.2 November 2006

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10 Nortel Confidential

• Follow table 1 to identify what are the models relevant to your installation

• Perform cost/benefit analysis of the Nortel Developer Partner RSI tools CTI pack product for your

installation

• Work with hosting Telco to develop Evening & Weekend call-back protocol

2. Main DN

This configuration best typifies the Private Branch Exchange (PBX) access model: a single public telephone

number is multiplexed into every extension in the office. A primary or main Directory Number (DN) is assigned to

the Enterprise, and is typically terminated at an attendant hosted station.

In this mode, the challenge for delivering ESA is to:

• Provide notification to the attendant of ESA telephone activity

• Ensure a call back path to the enterprise for the ESA operator

• Respect SMB constraints of small infrastructure budgets

2.1 Applicability

Main DN ESA Operation Model applies to:

• Non-DID, with analogue trunks to the PSTN

• Non-DID, with digital trunks to the PSTN

• DID, with analogue trunks to the PSTN

• DID, with digital trunks to the PSTN

In addition, it may also apply to:

• Non-DID, with PRI trunking to the PSTN

2.2 How It Works

When an enterprise purchases one or more trunks from a local Telephony Service Provider the Listed DN (LDN)

is mapped against a street address for lookup by the PSAP during an ESA call. The CLID of the trunk is the index

into this database, and its delivery to the PSAP is ensured by the Telco, as analogue or non-PRI digital trunks can

not supply originating CLID information during a call. In either case, the Enterprise may choose to have a single

LDN and multiple non-listed DNs associated with the PSTN trunk connections. However, it is critical that the final

combination of LDN and DN provide a means for a call back from the ESA operator.

In some cases a PBX may only send a main listed directory number to the central office. In this case, the PSAP

will have a single location for all the CESID and all 911 calls originating on the PBX will have this as the

emergency response location (ALI). Also, in the case of emergency callback (in case of disconnection), the main

directory number is called back (not the actual telephone originating the emergency call).

This may be adequate where there is a single building with a single floor and a small number of people. This

becomes less adequate as the physical size of a location grows, as there are an increasing number of phones at

the location and/or there are multiple floors.

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Avaya BCM Emergency Services Access (ESA) User Manual Page 11