Diverted Call

Diverted Call is a Call that was rerouted due to the nominal destination’s unavailability or inability to accept. Calls may be diverted for conditions that are scheduled (e.g., maintenance, hours the PSAP is not staffed, etc.), or for events that cannot be scheduled (e.g., equipment or network failure, disasters, etc.)

Call Diversion

The process that results in a diverted call.

NENA-STA-019, NENA NG9-1-1 Call Processing Metrics Standard