Amazon Connect - Emergency Calling

Hi Jeff,

For emergency calling with Amazon Connect in the US, it’s great to hear that you’ve successfully passed the Civic Address to the PSAP and received a correct response from 933.

1. 911 Call Back Handling: Typically, assigning a specific Direct Inward Dialing (DID) number to each agent isn't necessary unless your use case requires distinct identification. The outbound ANI (Automatic Number Identification) should be configured to reflect the location-specific number that routes correctly to the appropriate PSAP.

2. Updating Agent Addresses: To handle address updates, one approach is to maintain a database or use AWS services like DynamoDB, where agents can update their address details, and your system can automatically update the location information associated with their outbound calls.

3. Third-Party Solutions for 911: Currently, Amazon Connect doesn’t have built-in support for 911 emergency services beyond what you’ve configured. You may need to explore integrating external services like RedSky or 9Line, although as you mentioned, it seems they may not currently support Amazon Connect directly.

For more details, check out the Amazon Connect Documentation.

I hope this helps! 😁

The outbound ANI (Automatic Number Identification) should be configured to reflect the location-specific number that routes correctly to the appropriate PSAP.

Does the outbound ANI need to map to a specific location? I assumed the ANI would have no affect on the PSAP the call routed to.