The system administrator can configure a dial plan so that the contact center can route emergency calls without a dialed prefix. The administrator can set a priority level 1 through 10 for each configured dialed string, where level 1 indicates the highest priority. For example, the administrator can set a priority level 1 for the 911 emergency number in North America. If a region has more than one emergency service, the administrator can configure all emergency service numbers without a dialed prefix in the dial plan.

Avaya Contact Center – Extended Capacity can identify and route emergency calls separately from other calls. The system administrator can configure the dial plan for emergency calls so that the caller does not need to dial a prefix. The contact center requires a separate emergency call routing adjunct to identify the caller location and to route emergency calls to the closest Public Safety Answering Point (PSAP).

The administrator can use an external adjunct to provide on-site notifications to locate a caller within the organization. The contact center passes the location of the caller to the closest PSAP and notifies the organization security desk or switchboard about the emergency call and location of the caller.

For more information about configuring dial plans and office and network locations, see the dial plan configuration, office location configuration, and network location configuration sections in Administering Avaya Contact Center – Extended Capacity.