Merge pull request #228753 from ShawnJackson/emergency-calling-concept

[AQ] edit pass: Conceptual and quickstart articles about emergency calling

Author: ktoliver

articles/communication-services/concepts/telephony/emergency-calling-concept.md

@@ -1,6 +1,6 @@
 ---
 title: Emergency calling - Azure Communication Services
-description: Learn how to implement Emergency Calling for PSTN in your Azure Communication Services application.
+description: Learn how to implement emergency calling for PSTN in your Azure Communication Services application.
 author: boris-bazilevskiy
 manager: rcole
 services: azure-communication-services
@@ -12,63 +12,67 @@ ms.service: azure-communication-services
 ms.subservice: pstn
 ---
 
-# Emergency Calling concepts
+# Emergency calling concepts
+
 [!INCLUDE [Emergency Calling Notice](../../includes/emergency-calling-notice-include.md)]
 
-## Overview  
+You can use the Azure Communication Services Calling SDK to add Enhanced Emergency dialing and Public Safety Answering Point (PSAP) callback support to your applications in the United States (US), Puerto Rico (PR), the United Kingdom (GB), and Canada (CA). The capability to dial 911 (in US, PR, and CA) and 999 or 112 (in GB) and receive a callback might be a requirement for your application. Verify the emergency calling requirements with your legal counsel.
+
+Calls to an emergency number are routed over the Microsoft network. Microsoft assigns a temporary phone number as the Call Line Identity (CLI) when a user places an emergency call from US, PR, GB, or CA. Microsoft temporarily maintains a mapping of the phone number to the caller's identity.
+
+If there's a callback from the PSAP, Microsoft routes the call directly to the originating caller. The caller can accept the incoming PSAP call even if inbound calling is disabled.
 
-Azure Communication Calling SDK can be used to add Enhanced Emergency dialing and Public Safety Answering Point (PSAP) call-back support to your applications in the United States (US), Puerto Rico (PR), the United Kingdom (GB), and Canada (CA). The capability to dial 911 (in US, PR, and CA) and 999 or 112 (in GB) and receive a call-back may be a requirement for your application. Verify the Emergency Calling requirements with your legal counsel.
+The service is available for Microsoft phone numbers. It requires the Azure resource that the emergency call originates from to have a Microsoft-issued phone number enabled with outbound dialing (also known as *make calls*).
 
-Calls to an emergency number are routed over the Microsoft network. Microsoft assigns a temporary phone number as the Call Line Identity (CLI) when an emergency call from the US, PR, GB, or CA are placed. Microsoft temporarily maintains a mapping of the phone number to the caller's identity. If there's a call-back from the PSAP, we route the call directly to the originating caller. The caller can accept incoming PSAP call even if inbound calling is disabled.
+Azure Communication Services direct routing is currently in public preview and not intended for production workloads. Emergency calling is out of scope for Azure Communication Services direct routing.
 
-The service is available for Microsoft phone numbers. It requires that the Azure resource from where the emergency call originates has a Microsoft-issued phone number enabled with outbound dialing (also referred to as ‘make calls').  
+## Call flow
 
-Azure Communication Services direct routing is currently in public preview and not intended for production workloads, so emergency dialing is out of scope for Azure Communication Services direct routing.
+1. An Azure Communication Services user identity dials an emergency number by using the Calling SDK from US or PR.
+1. Microsoft validates that the Azure resource has a Microsoft phone number enabled for outbound dialing.
+1. The Microsoft Azure Communication Services emergency service replaces the user's phone number (the `alternateCallerId` value) with a temporary unique phone number. This number allocation remains in place for at least 60 minutes from the time that the emergency number is dialed.
+1. Microsoft maintains a temporary record (for about 60 minutes) that maps the unique phone number to the user identity.
+1. In US, PR, and CA, the emergency call is first routed to a call center where an agent requests the caller's address. The call center then routes the call to the appropriate PSAP in the correct country or region.
+1. If the emergency call is unexpectedly dropped, the PSAP makes a callback to the user.
+1. On receiving the callback within 60 minutes, Microsoft routes the inbound call directly to the user identity that initiated the emergency call.
 
-## The call flow
+## Enabling emergency calling
 
-1. An Azure Communication Services user identity dials emergency number using the Calling SDK from the USA or Puerto Rico
-1. Microsoft validates the Azure resource has a Microsoft phone number enabled for outbound dialing
-1. Microsoft Azure Communication Services emergency service replaces the user’s phone number `alternateCallerId` with a temporary unique phone number. This number allocation remains in place for at least 60 minutes from the time that emergency number is first dialed
-1. Microsoft maintains a temporary record (for approximately 60 minutes) of the user’s identity to the unique phone number
-1. In the US, PR, and CA the emergency call will be first routed to a call center where an agent will request the caller’s address. The call center will then route the call to the appropriate PSAP in a proper region
-1. If the emergency call is unexpectedly dropped, the PSAP then makes a call-back to the user
-1. On receiving the call-back within 60 minutes, Microsoft will route the inbound call directly to the user identity, which initiated the emergency call
+Emergency calling is automatically enabled for all users of the Azure Communication Services Calling SDK with an acquired Microsoft telephone number that's enabled for outbound dialing in the Azure resource. To use emergency calling with Microsoft phone numbers, follow these steps:
 
-## Enabling Emergency Calling
+1. Acquire a Microsoft phone number in the Azure resource of the client application. At least one of the numbers in the Azure resource must have the ability to *make calls*.
 
-Emergency dialing is automatically enabled for all users of the Azure Communication Client Calling SDK with an acquired Microsoft telephone number that is enabled for outbound dialing in the Azure resource. To use emergency calling with Microsoft phone numbers, follow the steps:
+1. Use the APIs in the Calling SDK to set the country/region code of the caller. Consider the following points and requirements:
 
-1. Acquire a Microsoft phone number in the Azure resource of the client application (at least one of the numbers in the Azure resource must have the ability to ‘Make Calls’) 
+    - Microsoft uses the ISO 3166-1 alpha-2 standard for country/region codes.
 
-1. Use the APIs in the calling SDK to set the country code of the user
+    - Microsoft supports US, PR, GB, and CA country/region codes for emergency number dialing.
 
-    1. Microsoft uses the ISO 3166-1 alpha-2 standard
+    - If you don't provide the country/region code to the SDK, Microsoft uses the IP address to determine the country or region of the caller.
 
-    1. Microsoft supports a country US, PR, GB, and CA ISO codes for emergency number dialing
+      If the IP address can't provide reliable geolocation (for example, the caller is on a virtual private network), you must set the ISO code of the calling country or region by using the API in the Azure Communication Services Calling SDK. See the example in the [quickstart for adding emergency calling](/azure/communication-services/quickstarts/telephony/emergency-calling).
 
-    1. If the country code isn't provided to the SDK, the IP address is used to determine the country of the caller
+    - If the caller is dialing from a US territory (for example, Guam, US Virgin Islands, Northern Mariana Islands, or American Samoa), you must set the ISO code to US.
 
-        1. If the IP address can't provide reliable geo-location, for example the user is on a Virtual Private Network, it's required to set the ISO Code of the calling country using the API in the Azure Communication Services Calling SDK. See example in the emergency calling quick start
+    - If the caller is outside the supported countries or regions, the call to 911 won't be permitted.
 
-        1. If users are dialing from a US territory (for example Guam, US Virgin Islands, Northern Marianas, or American Samoa), it's required to set the ISO code to the US
+1. When you test your application in the United States, dial 933 instead of 911. The 933 number is enabled for testing purposes. 
 
-    1. If the caller is outside of the supported countries, the call to 911 won't be permitted
+   The recorded message confirms the phone number that the emergency call originates from. You should hear a temporary number that Microsoft has assigned. This number isn't the `alternateCallerId` value that the application provides.
 
-1. When testing your application in the US, dial 933 instead of 911. 933 is enabled for testing purposes; the recorded message confirms the phone number the emergency call originates from. You should hear a temporary number assigned by Microsoft, which isn't the `alternateCallerId` provided by the application
+1. Ensure that your application supports [receiving an incoming call](../../how-tos/calling-sdk/manage-calls.md#receive-an-incoming-call) so that callbacks from the PSAP are appropriately routed to the originator of the emergency call. To test that inbound calling is working correctly, place inbound Voice over IP (VoIP) calls to the user of the Calling SDK.
 
-1. Ensure your application supports [receiving an incoming call](../../how-tos/calling-sdk/manage-calls.md#receive-an-incoming-call) so call-backs from the PSAP are appropriately routed to the originator of the emergency call. To test inbound calling is working correctly, place inbound VoIP calls to the user of the Calling SDK
+For information about billing for the emergency service in Azure Communication Services, see the [pricing page](https://azure.microsoft.com/pricing/details/communication-services/).
 
-The Emergency service is temporarily free to use for Azure Communication Services customers within reasonable use, however, billing for the service will be enabled in 2022. Calls to 911 are capped at 10 concurrent calls per Azure resource.
+## Emergency calling with direct routing
 
-## Emergency calling with Azure Communication Services direct routing
+From the perspective of direct routing, an emergency call is a regular call. If you want to implement emergency calling with Azure Communication Services direct routing, make sure that there's a routing rule for your emergency number (for example, 911 or 112). Also make sure that your carrier processes emergency calls properly.
 
-Emergency call is a regular call from a direct routing perspective. If you want to implement emergency calling with Azure Communication Services direct routing, you need to make sure that there's a routing rule for your emergency number (911, 112, etc.). You also need to make sure that your carrier processes emergency calls properly.
-There's also an option to use purchased number as a caller ID for direct routing calls. In such case, if there's no voice routing rule for emergency number, the call falls back to Microsoft network, and we treat it as a regular emergency call. Learn more about [voice routing fall back](./direct-routing-provisioning.md#outbound-voice-routing-considerations).
+There's also an option to use a purchased number as a caller ID for direct routing calls. In such a case, if there's no voice routing rule for an emergency number, the call falls back to the Microsoft network, and Microsoft treats it as a regular emergency call. [Learn more about voice routing fallback](./direct-routing-provisioning.md#outbound-voice-routing-considerations).
 
 ## Next steps
 
-### Quickstarts
+Try these quickstarts:
 
 - [Outbound call to a phone number](../../quickstarts/telephony/pstn-call.md)
-- [Add Emergency Calling to your app](../../quickstarts/telephony/emergency-calling.md)
+- [Add emergency calling to your app](../../quickstarts/telephony/emergency-calling.md)

articles/communication-services/includes/emergency-calling-notice-include.md

@@ -7,6 +7,6 @@ ms.author: bobazile
 ms.custom: emergency_calling
 ---
 > [!IMPORTANT]
-> **Azure Communication Services supports emergency calling to emergency numbers in the United States, Puerto Rico, Canada, and the United Kingdom only.**
+> Azure Communication Services supports emergency calling to emergency numbers in the United States, Puerto Rico, Canada, and the United Kingdom only.
 >
->Azure Communication Services’ Voice Calling (PSTN) can be used to dial emergency number 911 by users in the United States, Puerto Rico, and Canada and to dial emergency numbers 999 and 112 by users in the United Kingdom. Dialing emergency numbers from outside of the countries listed above or dialing emergency services in countries other than the countries listed above is not currently supported.
+> Azure Communication Services voice calling (PSTN) can be used to dial emergency number 911 in the United States, Puerto Rico, and Canada, and to dial emergency numbers 999 and 112 in the United Kingdom. Azure Communication Services doesn't currently support dialing those emergency numbers from outside those countries or regions, or dialing emergency services in other countries or regions.

articles/communication-services/quickstarts/telephony/emergency-calling.md

@@ -1,7 +1,7 @@
 ---
 title: Quickstart - Add emergency calling to your app
 titleSuffix: An Azure Communication Services quickstart
-description: In this quickstart, you'll learn how to add emergency calling to your app using Azure Communication Services.
+description: In this quickstart, you learn how to add emergency calling to your app by using Azure Communication Services.
 author: boris-bazilevskiy
 ms.author: bobazile
 ms.date: 12/13/2021
@@ -14,7 +14,7 @@ ms.custom: mode-other
 
 # Quickstart: Add emergency calling
 
-Add emergency calling to your PSTN enabled application using the Communication Services Calling SDK.
+Add emergency calling to your PSTN-enabled application by using the Azure Communication Services Calling SDK.
 
 ::: zone pivot="platform-web"
 [!INCLUDE [Calling with JavaScript](./includes/emergency-calling-javascript.md)]
@@ -30,11 +30,11 @@ Add emergency calling to your PSTN enabled application using the Communication S
 
 ## Clean up resources
 
-If you want to clean up and remove a Communication Services subscription, you can delete the resource or resource group. Deleting the resource group also deletes any other resources associated with it. Learn more about [cleaning up resources](../create-communication-resource.md#clean-up-resources).
+If you want to clean up and remove a Communication Services subscription, you can delete the resource or resource group. Deleting the resource group also deletes any resources that are associated with it. [Learn more about cleaning up resources](../create-communication-resource.md#clean-up-resources).
 
 ## Next steps
 
 For more information, see the following articles:
 
-- Learn about [Calling SDK capabilities](../voice-video-calling/getting-started-with-calling.md)
-- Learn more about [how calling works](../../concepts/voice-video-calling/about-call-types.md)
+- Learn about [Calling SDK capabilities](../voice-video-calling/getting-started-with-calling.md).
+- Learn more about [how calling works](../../concepts/voice-video-calling/about-call-types.md).