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.

This article covers:

Prerequisites

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

Add an Emergency Address

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementCompany Info.
  3. Click the Emergency Calling tab.
  4. 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 exact physical location of where the number will be used as first responders may be directed to this address.
  5. Check Set as default Emergency Address if you want the address to be automatically selected when you purchase direct phone numbers.
    Note: If you have multiple sites, the default address will apply to the associated site. Each site has a default emergency address.
  6. Click Submit.

Update an Emergency Address

After adding an emergency address, you can edit it.

Note: If the emergency address was added to phone numbers, their emergency addresses will also update. If you want to update an emergency address for a specific phone, see the section below.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementCompany Info.
  3. Click the Emergency Calling tab.
  4. Click Edit next to the address you want to update and enter the required information.
    Note: Make sure to enter the exact physical location of where the number will be used as first responders may be directed to this address.
  5. Check Set as default Emergency Address if you want the address to be automatically selected when you purchase direct phone numbers.
    Note: If you have multiple sites, the default address will apply to the associated site. Each site has a default emergency address.
  6. Click Submit.

Update an Emergency Address for a Specific Phone Number

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

  1. Log in to the Zoom web portal.
  2. Follow the steps to add a new emergency address that you want to apply to a phone number.
  3. Click Phone System ManagementPhone Numbers.
  4. Click the Assigned tab.
  5. Click the number you want to update the emergency address for.
  6. In the Number's Address drop-down menu, select the new address you created.

Enabling Emergency Calling for Users Without a Calling Plan or Direct Number

Note: If you have multiple sites, you need to enabled this setting for each site.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementCompany Info.
  3. If you do not have multiple sites, click the Emergency Calling tab.
    If you have multiple sites, click the Multiple Sites tab, click the name of the site, then click Emergency Calling next to Company Info.
  4. Under Emergency Calling, click the toggle to enable it for phone users without a calling plan or direct number.
  5. In the Route Emergency Calls to drop-down menu, select one of these options:
    • Public Safety Answering Point: Route emergency calls to 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: Phone users that make an emergency call will not be able to receive a call back from emergency responders. They may also have to provide their physical location to the emergency operator.
      Choose an outbound caller ID to place the emergency call from.
    • Internal Safety Response Team: Route emergency calls to an internal call queue that handles emergency calls. Select a call queue to route emergency calls to.
  6. Click the checkbox to acknowledge the note.
  7. Click Turn On.
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