Preparing for the new multi-line 9-1-1 best practices

Allan Mendelsohn, principal consultant and Avaya Canada

Allan Mendelsohn, principal consultant and Avaya Canada

The Canadian Radio-television and Telecommunications Commission has developed new best practices to ensure optimal performance for 9-1-1 calls in multi-line environments like offices, schools and hospitals.

In this podcast edition, we speak to Allan Mendelsohn, principal consultant and Avaya Canada, to discuss these new best practices and what they mean for solution providers building and managing customer telephone systems.

We discuss:

  • why we need to make sure multi-line telephone systems handle 9-1-1 calls as efficiently as possible;
  • why new solutions are being sought now to a problem as old as the emergency call system itself;
  • the challenges that the best practices aim to work around;
  • the three key areas the best practices aim to address;
  • what solution providers need to know to make sure the telecommunications systems they manage meet those best practices;
  • why it’s an easy fix for most modern systems to get into compliance with the best practices;
  • the relationship between the best practices and the coming next generation of 9-1-1;
  • what happens with the best practices now, and how likely are these good ideas to become mandated requirements over time; and
  • the opportunity to offer an assessment audit service for customers to ensure they’re in line with the new best practices.

All this and much more are in this edition of the Podcast.


Multi-Line Telephone System owners and operators (in both Canada and the U.S.) are encouraged to request a free 9-1-1 audit from an Avaya Public Safety Expert or their vendor or service provider.

Robert Dutt

Robert Dutt is the founder and head blogger at He has been covering the Canadian solution provider channel community for a variety of publications and Web sites since 1997.