April 2022: Emergency services update for US and Canada BYOC

To better serve our Bring Your Own Carrier (BYOC) customers, starting June 19, 2022 Zoom will become the default carrier for emergency calls placed from US & Canada BYOC phone numbers. This means that while regular day-to-day calls will continue to be handled by your carrier, emergency calls will be handled by Zoom.

This article covers:

Why are we making this change?

We are making this change for several important reasons:

Are there billing charges as a result of this change?

Zoom provides emergency calling services at no charge, therefore you will not see any billing changes from Zoom as result of this change. Please note that this does not mean that your BYOC carrier will stop charging you for emergency services, as your carrier is still responsible for local taxes & fees associated with your phone numbers, including emergency services.

What is the timeline for this change?

How will this change affect my Zoom Phone web portal settings?

Account owners and admins will see the following change to Zoom Phone settings once the account has opted in to the change or after the May release.

If you’re configuring or viewing emergency call routing settings and you enable routing to Public Safety Answering Point (PSAP), the following setting will state ZOOM as the carrier and can’t be changed: