Elevator emergency communication has changed. For years, many elevator emergency systems were built around voice communication. A passenger pushed a button, a call went out, and an operator or responder used audio to determine what was happening.
That approach still matters, but it does not serve every passenger equally.
The ASME A17.1/CSA B44 2019 updates brought more focus to emergency communication for people who are deaf, hard of hearing, or speech impaired. The goal is simple: when a person is trapped or needs help inside an elevator cab, they need a reliable way to communicate with authorized personnel, even if voice communication is not enough. The 2019 edition of A17.1/B44 clarified technical requirements for emergency communication systems and added alternative methods for passengers who may not be able to hear or communicate verbally.
That's where Commend’s elevator communication solution fits
In a recent conversation, Brad Castillo spoke with Tony Babicz from Commend about how Commend is helping facilities address ASME 17.1 elevator communication requirements using standardized Commend technology. The solution is especially relevant for organizations with their own GSOC, SOC, security desk, or 24/7 operations team that wants to answer and manage elevator emergency calls internally.
The purpose of elevator emergency communication is not just to place a call. It is to help a trapped passenger communicate with authorized personnel so help can be dispatched and the situation can be understood.
Under the newer ASME A17.1/CSA B44 elevator communication requirements, systems may need to support more than traditional voice. Section 2.27.1 includes requirements like a two-way message display in the elevator cab, a way for authorized personnel to view passengers in the cab, and a way to update the cab message to indicate that help is on-site in certain situations.
For the passenger, this can mean visual confirmation that the call has connected. For the operator, it can mean the ability to see the elevator cab, ask questions, and communicate through text-based prompts when audio communication is not possible or not effective.
For facilities, it means elevator emergency communication is no longer just a phone-line discussion. It is now part of the larger safety, accessibility, and security operations conversation.
Tony explained that Commend developed its solution around the need for text communication between the elevator cab and the operator. This is especially important for passengers who are hearing impaired or who may not be able to communicate verbally during an emergency.
The workflow is straightforward.
A person in the elevator presses the emergency call button. The call comes into the operator station. The operator answers the call and can view the person inside the elevator cab. From there, the operator can communicate in more than one way.
The operator can type a free-form message, or they can select a prewritten question from the interface. The question appears on the display inside the elevator cab. The passenger can then respond using simple yes or no options.
This allows the operator to ask important questions such as:
Are you hearing impaired?
Are you trapped in the elevator?
Do you need medical assistance?
Is anyone else in the elevator with you?
Help is on the way.
That kind of structured communication is critical in an emergency because it helps reduce confusion. It also gives the operator a better way to support passengers who cannot rely on voice communication alone.
The solution also supports visual assessment from the operator station. When the call comes in, the operator can see the person in the elevator and view the elevator cab.
That matters because the person in the cab may not be able to speak. They may be injured, panicked, confused, hearing impaired, or otherwise unable to respond clearly. Video gives authorized personnel another layer of information so they can better understand what is happening.
The 2019 A17.1/B44 changes introduced one-way video to allow authorized personnel to verify the presence of a passenger in the car, along with additional status information and the ability to query the passenger visually as well as verbally.
In practical terms, this helps the operator move from “a call came in” to “we can see the passenger, communicate with them, and provide useful information to responders.”
Tony also pointed out another important part of the solution: access from the fire panel or firefighter location.
When firefighters arrive, they need the ability to take over or join the communication process. In the demonstration, the active elevator call is clearly identified at the panel. The responder can select that elevator and become part of the active call.
This gives responders access to the same type of communication interface available at the operator station. They can see that an active call is taking place, connect into the communication path, and continue the interaction with the passenger.
For larger buildings, campuses, hospitals, transportation facilities, government buildings, education facilities, and other complex environments, this local responder access can be a major operational advantage.
Tony explained that Commend is seeing strong interest from customers that operate their own GSOC or SOC and answer calls 24/7.
Many larger organizations already have trained security teams, established response procedures, and centralized command environments. For those users, elevator emergency communication can become part of the same operational workflow used for access control, video surveillance, intercom, emergency call stations, and other life safety or security communication systems.
Commend’s elevator solution can direct calls to an on-site security officer or local SOC when appropriate, enabling audio and visual alerting, accessibility, integration, and ASME 17.1 support.
This is especially valuable for organizations that prefer to keep emergency communication on premises rather than relying entirely on a cloud-based model. Tony noted that while cloud options exist, Commend is especially focused on customers that want a true on-prem solution.
One of the strongest points in the discussion was that Commend is not describing this as a one-off custom build.
Tony explained that the solution is created with standardized Commend products. Depending on the elevator cab, project requirements, and customer preference, Commend can support different hardware approaches. That may include a station like the one shown in the demonstration, a smaller ID5-style station, or a panel built from Commend modules to fit a specific elevator cab or solution.
That flexibility is important because elevator projects are rarely identical. Existing cab conditions, available space, aesthetics, infrastructure, code requirements, and customer standards can all affect the final design.
Commend’s broader elevator communication platform is built around SIP-based IP communication, existing IT infrastructure, cyber security features, encryption, and integration into local control environments.
Elevator accessibility is not only about the device inside the cab. It is about the entire communication path.
Can the passenger request help?
Can the system confirm that the call is connected?
Can the operator see the cab?
Can the operator communicate visually?
Can the passenger respond without speaking?
Can firefighters or local responders join the call?
Can the system fit into the facility’s real-world emergency response workflow?
That is the value of a complete elevator communication solution. It helps organizations move beyond basic emergency calling and toward a more inclusive, more operationally useful approach to passenger safety.
Commend’s approach gives facilities a practical way to support visual and text-based communication, operator response, video awareness, firefighter access, and on-premise control using standardized communication technology.
For organizations with their own GSOC, SOC, security desk, or 24/7 operations team, that can be a powerful step forward.
It is not just about answering an elevator call.
It is about making sure every passenger has a way to be understood when they need help most.
ASME 17.1 elevator communication compliance refers to emergency communication requirements for elevators under the ASME A17.1/CSA B44 Safety Code for Elevators and Escalators. Newer requirements focus on improving communication for passengers who are deaf, hard of hearing, or speech impaired by supporting visual or text-based communication in addition to traditional voice communication.
Elevators need text or visual communication because not every passenger can communicate effectively by voice during an emergency. A passenger may be hearing impaired, speech impaired, injured, panicked, or unable to speak. Visual messaging allows an operator to ask questions and allows the passenger to respond with simple answers.
Commend supports elevator communication accessibility by enabling operators to communicate with passengers through audio, video awareness, and visual or text-based interaction. The solution can allow operators to ask preset or free-form questions and receive yes/no responses from the passenger inside the elevator cab.
The solution is especially well suited for facilities with a GSOC, SOC, security command center, or 24/7 operator desk. These organizations often want emergency elevator calls to be handled by their own trained staff and integrated into their existing security and emergency response procedures.
Commend can support different deployment models, but the interview emphasized the value of a true on-premise solution for organizations that want to manage elevator emergency communication internally. This is especially relevant for larger facilities and security-conscious environments.
Facility owners should verify the adopted code year in their jurisdiction, local AHJ requirements, elevator contractor requirements, cab conditions, responder access needs, monitoring procedures, and whether the solution must integrate with an existing SOC, GSOC, fire command center, or security control room.
The newer ASME A17.1/CSA B44 requirements added more focus on accessible communication for passengers who are deaf, hard of hearing, or speech impaired. This includes visual or text-based communication, along with improved ways for authorized personnel to understand what is happening inside the elevator cab.
In many jurisdictions adopting newer code editions, yes. A traditional voice-only emergency phone may not address the newer accessibility-focused communication requirements. The specific requirement depends on the adopted code year and local enforcement.
With the Commend solution described in the interview, the operator can send visual text prompts to the elevator cab. The passenger can respond using simple yes or no options.
Video helps authorized personnel see the passenger and the elevator cab. This is useful when the passenger cannot respond verbally, when the operator needs to confirm occupancy, or when responders need more information before arriving.
Yes. In the Commend demonstration, firefighters or emergency responders can access the active elevator call from a dedicated panel, join the communication, and use the interface to interact with the passenger.
Tony explained that Commend uses standardized products, not a one-off custom platform. The system can be adapted using different Commend stations or modules depending on the elevator cab and project needs.
An on-premise solution can be valuable for organizations that operate their own GSOC, SOC, or security command center. It allows trained internal staff to manage elevator emergency calls as part of the facility’s broader security and emergency response workflow.