Setting up emergency addresses

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.

Notes: 

• 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, route emergency calls to a public-safety answering point (PSAP) like 9-1-1 or an internal team that handles emergencies. You can also use nomadic emergency services to dynamically detect and report phone users' location for emergency calling.

This article covers:

• How to update an emergency address
• How to add a new emergency address
• How to update the emergency address for a specific phone user
• How to confirm an emergency address for BYOC
• How to enable or disable users' ability to manage emergency addresses
• How to manage the emergency address for Analog Adapter (ATA) ports

Prerequisites for setting emergency addresses

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

How to update 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. Click the Emergency Services tab.
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.

How to add 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. Click the Emergency Services tab.
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.

How to update 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. Click Done.

How to confirm an emergency address for BYOC

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Phone Numbers.
3. Select the BYOC tab.
4. On the right of the page, click BYOC Emergency Address, and select one of the following:
   
   • Batch Address Confirmation: Upload a CSV file for the emergency addresses you would like the carrier to confirm.
   • Address Change Notification: In the Target Email List box, type the email addresses you would like to receive address change notifications for, then click Save.
5. Click the Emergency Address Update Status, and select Carrier Update Required to confirm the carrier confirmed the new emergency address

How to enable or disable users' ability to manage emergency addresses

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. For accounts without sites, click Account Settings, then select the Emergency Services tab. For account with sites, click the desired site, then select the Emergency Services tab.
4. To the right of Emergency Address Management, click the toggle to enable or disable it.

How to manage the emergency address for Analog Telephone Adapters (ATA) ports

The default emergency address when adding an ATA will be the site, or if multisite is not enabled, will be the account-level emergency address. This address will be automatically configured on the port assignments when users or common areas are assigned to the ATA. You can change these addresses on a per-port basis to another address that has already been added to the emergency service list of addresses. When editing port assignments or removing port owners, the previously configured emergency address will remain the same. Follow these steps to update the per port default emergency address assigned to an Analog Telephone Adapter.

Notes:

• For sites that have Nomadic Emergency Services (NES) enabled, the port’s emergency address is used.
• When multi-site is enabled, only add this site address for the ATA and United States/Canada addresses are available.
• For non-United States/Canada sites/accounts, emergency addresses cannot be configured.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Phone and Devices.
3. Search and select the Analog Telephone Adapter you want to change the emergency address for.
4. Click on the Ports & Positions tab.
5. To the far right of the port you wish to change the default address, click the ellipsis (⋯) icon.
6. Click Edit Emergency Address.
7. Search and select the desired address from the available list.
8. Select Save.