Setting up emergency addresses and emergency calling Follow

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 also 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.

This article covers:

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. Click Account Settings.
  4. Follow one of these options depending on if you have multiple sites:
    • If you do not have multiple sites, scroll down to the Emergency Calling section.
    • If you have multiple sites, click the name of the site, click the Settings tab, then scroll down to the Emergency Calling 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. Click Account Settings.
  4. Follow one of these options depending on if you have multiple sites:
    • If you do not have multiple sites, scroll down to the Emergency Calling section.
    • If you have multiple sites, click the name of the site, click the Settings tab, then scroll down to the Emergency Calling 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 Address section, set the phone user's emergency address using the following options.
    • Click Add to assign an emergency address if the user doesn't have one.
    • Click Manage to edit the emergency address assigned to the user. You can select the default address or click New Emergency Address to add a new address. If you have multiple sites, you can select addresses assigned to the site or the site's default address.

      Note: If you want to control if the phone user can change their emergency address, change their policy settings.
  5. 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.
  • Phone users that make an emergency call will not be able to receive a call back from emergency responders. Also, they may have to provide their physical location to the emergency operator.
  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click Account Settings.
  4. Follow one of these options depending on if you have multiple sites:
    • If you do not have multiple sites, scroll down to the Emergency Calling section.
    • If you have multiple sites, click the name of the site, click the Settings tab, then scroll down to the Emergency Calling section. 
  5. Under Emergency Address, click Manage.
  6. Under Route Emergency Calls to, select Public Safety Answering Point (PSAP).
  7. Click the toggle to enable it for phone users without a calling plan or direct number.
  8. Choose an outbound caller ID for emergency calls.
    Note: 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.
  9. Click the checkbox to acknowledge the limitations of routing to a PSAP.
  10. Click Turn On.
  11. (Optional) Enable email notifications for emergency calls.

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.

Note: Since call queues are internal, any phone user will be able to reach the internal safety response team, even those that do not have a calling plan.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click Account Settings.
  4. Follow one of these options depending on if you have multiple sites:
    • If you do not have multiple sites, scroll down to the Emergency Calling section.
    • If you have multiple sites, click the name of the site, click the Settings tab, then scroll down to the Emergency Calling section. 
  5. Under Emergency Address, click Manage.
  6. Under Route Emergency Calls to, select Internal Safety Response Team.
  7. Choose a call queue by entering a name or extension number.
    Note: If you have multiple sites, you can only choose call queues assigned to the associated site.
  8. Click the checkbox to acknowledge the limitation of routing to an internal safety response team.
  9. Click Save.
  10. (Optional) Enable email notifications for emergency calls.

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. Click Account Settings.
  4. Follow one of these options depending on if you have multiple sites:
    • If you do not have multiple sites, scroll down to the Emergency Calling section.
    • If you have multiple sites, click the name of the site, click the Settings tab, then scroll down to the Emergency Calling 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.
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