Our bank is transitioning to a fully remote workforce, and we are struggling with E911 compliance.
Under Kari’s Law and the RAY BAUM’S Act, we must provide a dispatchable location for all 911 calls. Since our agents are working from home and frequently move between locations, how can we dynamically update their E911 location in Genesys Cloud without requiring an admin to manually edit the location object every time they log in?
During our recent vendor RFP evaluations, we compared how several platforms handle this exact issue.
Talkdesk and Five9 rely heavily on third-party softphones to handle the E911 dynamic location updates at the client level. Genesys Cloud’s approach of enforcing the location object at the platform user level is much more robust for auditing, but as the Java developer pointed out, it requires you to build your own automation if you want it to be truly dynamic for remote workers.
You can automate this using the platform APIs tied into your VPN or HR system.
Here is a Java SDK snippet we use in our MuleSoft middleware. When an agent logs into the corporate VPN, we grab their IP geofence and update their Genesys Cloud emergency location dynamically:
UsersApi usersApi = new UsersApi();
UpdateUser userUpdate = new UpdateUser();
userUpdate.setVersion(currentVersion);
Contact emergencyContact = new Contact();
emergencyContact.setAddress(newAddressObject);
userUpdate.getAddresses().add(emergencyContact);
usersApi.patchUser(userId, userUpdate);
This ensures the platform always has the latest dispatchable location before they place an outbound call.