Setting up emergency addresses and calling

Overview

The emergency address is provided to first responders when dialing an emergency number. You must add emergency addresses to your account before buying direct phone numbers. You can route emergency calls to a public-safety answering point (PSAP) like 9-1-1 or an internal team that handles emergencies.

Note: 

• You can disable emergency calling for a phone user. This can be useful if the phone user is not in the country associated with their phone number; for example, they're travelling or permanently located in another country.
• You can set emergency addresses to any country or region even if it doesn't support Zoom Phone direct numbers. This can be useful if your account has BYOC (bring your own carrier) or beta countries enabled.
• After setting up emergency addresses and calling, use nomadic emergency services to dynamically detect and report phone users' location for emergency calling

This article covers:

• Updating an emergency address
• Adding a new emergency address
• Updating the emergency address for a specific phone user
• Routing emergency calls to a public-safety answering point (PSAP)
• Routing emergency calls to an internal safety response team
• Enabling email notifications for emergency calls

Prerequisites

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license

Updating an emergency address

You can change the default emergency address you entered during setup. The default address is applied to all phone users, rooms with a Zoom Phone license, and common area phones. If you have multiple sites, the default address will apply to the extensions in the associated site. Each site has a default emergency address.

You can also update the emergency address entered during setup or update addresses added by account owners, admins, or phone users.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
   • If you disabled multiple sites: Click Account Settings.
4. Scroll down to the Emergency Address & Location section.
5. Under Emergency Addresses, click Manage.
   You will see a list of emergency address. If the address was added by a user, you will see User Address in the Address Type column.
   Note: Make sure the address is correct as first responders may be directed to this location.
6. Click Edit in the last column for the address you want to change.
7. Change the address and click Submit.

Adding a new emergency address

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
   • If you disabled multiple sites: Click Account Settings.
4. Scroll down to the Emergency Address & Location section.
5. Under Emergency Addresses, click Manage.
6. Click Add and enter the required information. If you set up multiple sites, choose the site of your address.
   Note: Make sure to enter the correct address as first responders may be directed to this address.
7. Click Submit.

Updating the emergency address for a specific phone user

Follow these steps if you want to update the emergency assigned to an assigned phone number. You need to add a new emergency address then assigned it to a phone number.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Users & Rooms.
3. Click the name of the phone user you want to change the emergency address for.
4. In the Emergency Addresses section, click Manage then select one of these options to change your emergency address:
   • Follow default company address: Select the default emergency address for your account or site.
   • Choose a company address: Select a current emergency address added by your admin.
   • Choose a personal address: Click Manage to add a personal emergency address
   • Note: If you want to control if the phone user can change their emergency address, change their policy settings.
5.  
6. Click Done.

Routing emergency calls to a public-safety answering point (PSAP)

A public-safety answering point (PSAP) is the call center that is responsible for answering calls for police, firefighting, and ambulance services. For example, calls will be routed to 9-1-1 if the emergency address is in US or Canada.

Note: If you route emergency calls to a PSAP, you can also enable emergency calling for users without a calling plan.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
   • If you disabled multiple sites: Click Account Settings.
4. In the Emergency Calling section, click the toggle to enable Routing Emergency Calls to Public Safety Answering Point (PSAP).
5. Select an option in the drop-down menu, For an extension without a phone number:
   
   • Route emergency calls to PSAP: Phone users without a direct phone number can reach a PSAP.
     • Choose outbound caller ID used to place the emergency call: You can choose can a list of direct phone numbers currently assigned to auto receptionists. If you have multiple sites, you will only see numbers assigned to auto receptionists in the associated site.
     • Enable Temporary Routing: If routing emergency calls from extension-only phone users to a PSAP, you can enable temporary routing. After an emergency call is made, inbound calls to the specified outbound phone number will automatically route to the most recent extension to place an emergency call. Temporary routing for each extension can last 2 hours.
   • Don't route emergency calls to PSAP: Phone users without a direct phone number will be routed to the internal safety response team.
6. Click the checkbox to acknowledge the limitations of routing to a PSAP.

Routing emergency calls to an internal safety response team

An internal safety response team can be any call queue in your account that handles emergency calls. For example, you can set up a call queue that includes security or another team designated to handle emergency calls. Since call queues are internal, any phone user will be able to reach the internal safety response team, including those that don't have a calling plan.

Note: When setting up a internal safety response team, the call queue will have these limitations:

• The following call queue settings will be limited. If applicable, you will be prompted to change these settings when setting up the internal safety response team.
  • Business Hours: Must be 24 Hours, 7 Days a Week.
  • Overflow: Must be Disconnect or Forward to Call Queue.
• If PSAP is also enabled, the call queue's Greeting Prompt, Audio While Connecting, and Music on Hold will be disabled when it receives an emergency call. These will play for regular calls to the call queue; for example, if someone dials the call queue's direct number or extension. These will also play if the internal safety response team is enabled and PSAP is disabled.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
   • If you disabled multiple sites: Click Account Settings.
4. In the Emergency Calling section, click the toggle to enable Routing Emergency Calls to Internal Safety Response Team.
5. Choose a call queue by entering a name or extension number. If you have multiple sites, you can only choose call queues in the associated site.
   If applicable, you will be prompted to change the following settings for the call queue:
   • Business Hours: Must be 24 Hours, 7 Days a Week.
   • Overflow: Must be Disconnect or Forward to Call Queue.
6. Click Confirm. 

Note: When a phone user calls an emergency number, members of the internal safety response team will see a special inbound call notification indicating it's an emergency call.

Enabling email notifications for emergency calls

You can enable emails notifications to be sent whenever a phone user calls the emergency number. Email notifications will contain the phone user's name, email, extension number, and any direct phone numbers assigned. Notifications can be sent to any email address.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
   • If you disabled multiple sites: Click Account Settings.
4. Scroll down to the Emergency Address & Location section.
5. Under Emergency Address, click Manage.
6. Click the Alerts toggle to enable email notifications.
7. Click Add to enter email address that will receive the email notifications.
   
8. Click Save.