Plum IVR Support

Part of our application offering is the ability to perform a transfer to 911. We've done testing with transferring to other numbers, and all of the code executes as we expect. Before we upload the live files, we need to know if there are any known issues transferring a call to 911 using the Plum Platform.

Thanks in advance.

Hi,

The problem with trying to implement this ability using IVR applications is due to how the way 911 works.

Since 911 is location specific, the carrier wouldn't know where to send the user's call since each local phone provider is responsible for routing the IVR call to the local 911 call center for the user's area.

Hope this information helps.

Regards,
Plum Support

Thanks for the reply.

Are we not able to send the calling ani along with the transfer? Or does the routing depend on the the location information higher up the tree?

Thanks again.

Hi,

This 911 call routing is dependent on our local phone carrier, who will send all 911 calls to the Somerville, MA police department. There is no way to alter this behavior as it's enforced by law and is statically configured by the local carrier at their switch, not from within our equipment.

However, as a possible alternative for what you want to implement, you can use IVR code to transfer phone calls to emergency call centers themselves by doing a lookup in your database based on the caller's ANI.

Regards,
Plum Support

Interesting. If you happen to have links for call center lookups, I would be very pleased to see them.

Thanks again.