Emergency call routing notification

Customers enabling Emergency Services have the option to route emergency calls from extensions that may not have a local phone number. This is important for users who may need to get help in case of an emergency. In such cases, a phone number from a pool of numbers or a dedicated phone number may be used to route the call. By default, this site-based option is disabled and requires an administrator to configure the required settings.

For the safety of our customers, Zoom will send reminder emails monthly to account administrators and owners to ensure that administrators are aware of this requirement and the configurations are completed. This email will be sent to customers who may not have this option set up.

To set up this option for your Zoom Phone account, follow these steps:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then, click 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.
      Note: The name of the account can be found in the email that was sent to you.
    • If you have multiple sites disabled: Click Account Settings.
  4. Click the Emergency Services tab.
  5. In the Emergency Service Routing section, do the following:
    • Make sure Route Emergency Calls to Public Safety Answering Point (PSAP) is enabled.
    • Under For an extension without a local phone number, select Route Emergency calls to PSAP.
      A window page will pop up.
    • In the window page, select theĀ appropriate Caller ID Method, then click Save.
      Note: More detailed information can be found in our emergency routing article.

Note: For organizations that may have their own Internal Safety Response Team (ISRT) or the option Route Emergency Calls to Public Safety Answering Point (PSAP) is disabled, then this may not apply to you. For users to call an ISRT, a local phone number is not required.