Routing emergency calls

The emergency address is provided to first responders when dialing an emergency number. You can route emergency calls to a public-safety answering point (PSAP) like 9-1-1 and/or an internal safety response team that handles emergencies.

Notes: 

• You can 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 traveling or permanently located in another country.
• After setting up emergency calling, use nomadic emergency services to dynamically detect and report phone users' location for emergency calling

This article covers:

• How to route emergency calls to a public-safety answering point (PSAP)
• How to route emergency calls to an internal safety response team
• How to add custom call handling for emergency services numbers
• How to enable email notifications for emergency calls
• How to configure an audio prompt for unavailable emergency services

Prerequisites for setting up emergency call routing

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

How to route 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.

Notes:

• If you route emergency calls to a PSAP, you can also enable emergency calling for users without a calling plan.
• Admins can opt-in to automatically record emergency calls to their internal safety team call queues when calls are routed in parallel to their PSAP.

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.
   • If you disabled multiple sites: Click Account Settings.
4. Click the Emergency Services tab.
5. In the Emergency Service Routing section, click the toggle to enable Route Emergency Calls to Public Safety Answering Point (PSAP).
6. Using the the drop-down menu, For an extension without a phone number, select how you want to route calls from extensions that don't have a local phone number:
   • Route emergency calls to PSAP: Phone users without a direct phone number can reach a PSAP. 
   • Don't route emergency calls to PSAP: Phone users without a direct phone number will be routed to the internal safety response team.
7. If you selected to route to PSAP for extensions without a local phone number, select a method to provide the caller ID to the PSAP:
   • Choose a temporary number from Emergency Number Pool: When an extension without a local phone number places an emergency call to the PSAP, a number from the pool will be chosen as the extension's temporary caller ID. Any subsequent inbound calls for that caller ID will be routed to the originating extension that placed the emergency call. This temporary routing will last for 2 hours.
     • If this is your first time selecting the above routing option, you need to assign numbers to the Emergency Number Pool. 
       • Click Assign Numbers. Only unused phone numbers can be assigned to Emergency Number Pool.
       • Click Confirm. Zoom will deactivate the outbound caller ID and the temporary routing below when the Emergency Number Pool is established.
     • If you previously assigned numbers to the Emergency Number Pool, click Emergency Number Pool to assign and remove numbers from the pool. 
   • Choose a dedicated number: Select a direct phone number as the caller ID. The direct phone number must belong to a call queue or auto receptionist. The number will be presented to the PSAP when an extension without a local phone number places an emergency call, so that subsequent inbound calls will be routed to the queue or auto receptionist. This method should only be used when the queue or auto receptionist is the best method for handling emergency call-backs in your environment.
8. If your account has Bring Your Own Device (BYOC) configured, you will see the following setting: 
   • Target Carrier for routing emergency calls placed by BYOC numbers: Select the carrier (Zoom or your third-party carrier) for emergency calling. The caller's emergency address reported to a Public Safety Answering Point (PSAP) will be based upon the BYOC carrier's records. Zoom may be able to report nomadic (detected) emergency addresses in call logs and to a customer's internal safety response team, but cannot report nomadic (detected) emergency addresses directly to the PSAP.
     • For Non-United States/Canada BYOC Numbers: BYOC Carrier 
       Note: This setting can't be change as BYOC numbers outside US and Canada will need to use your BYOC carrier for emergency calling.
     • For United States and Canada BYOC Numbers: Select BYOC Carrier or ZOOM
       Note: Starting April 17, 2022, this will default to ZOOM for new customers and can't be changed. Learn more about the emergency services update for US and Canada BYOC.

How to route 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. Since call queues are internal, any phone user will be able to reach the internal safety response team, including those that don't have a calling plan.

Note: When setting up a internal safety response team, the call queue will have these limitations:

• The following call queue settings will be limited. If applicable, you will be prompted to change these settings when setting up the internal safety response team.
• • Business Hours: Must be 24 Hours, 7 Days a Week.
  • Overflow: Must be Disconnect or Forward to Call Queue.
• If PSAP is also enabled, the call queue's Greeting Prompt, Audio While Connecting, and Music on Hold will be disabled when it receives an emergency call. These will play for regular calls to the call queue; for example, if someone dials the call queue's direct number or extension. These will also play if the internal safety response team is enabled and PSAP is disabled.

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.
   • If you disabled multiple sites: Click Account Settings.
4. Click the Emergency Services tab.
5. In the Emergency Service Routing section, click the toggle to enable Routing Emergency Calls to Internal Safety Response Team.
   You will be prompted to change the following call handling settings:
   • Emergency call handling: Select when to route to the PSAP (if enabled) or internal safety response team.
     • To Internal Safety Response Team only: Only route to the internal safety response team.
     • To PSAP and Internal Safety Response Team simultaneously: Route to the internal safety response team and PSAP at the same time.
     • To Internal Safety Response Team first, and route to PSAP after Max Holding Time: Route to the internal safety response team first, then route to the PSAP if the call is not answered during the specified Max Holding Time below.
   • Target Call Queue: Choose a call queue by entering a name or extension number. If you have multiple sites, you can only choose call queues in the associated site.
     If applicable, you will be prompted to change the following settings for the call queue:
     • • Business Hours: Must be 24 Hours, 7 Days a Week.
         Note: Voicemail and Holiday settings for the team will be disabled
       • Overflow: Must be Disconnect or Route to Call Queue.
6. Click Enable. 

Notes:

• When a phone user calls an emergency number, members of the internal safety response team will see a special inbound call notification indicating it's an emergency call.
• If an internal safety response team member receives an emergency call on a desk phone, they can barge into the call using a DTMF code.

How to add custom call handling for emergency services numbers

Using the custom call handling for emergency services numbers, allows you to define additional emergency service numbers and associated call handling. For these numbers, emergency alerts can be triggered if calls are routed to PSAP or the Internal Safety Response Team, and Emergency Services Alerts is enabled.

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.
   • If you disabled multiple sites: Click Account Settings.
4. Click the Emergency Services tab.
5. In the Emergency Service Routing section, scroll down to Custom Call Handling for Emergency Service Numbers.
6. Click Add.
7. In the dialog box, enter the following:
   • Rule Name: Enter your rule name.
   • Number Pattern: Enter any emergency service number or internal extension.
     Notes:
     • Extensions cannot be repeated with other extensions in your account.
     • Number translation is required when routing via PSTN numbers.
   • (Optional) Number Translation: Enter a number translation
   • Routing Path: Click the drop down arrow to select:
     • To Internal Safety Response Team first, and route to PSAP after Max Holding Time: Route to the internal safety response team first, then route to the PSAP if the call is not answered during the specified Max Holding Time.
     • To PSAP only (via PSTN): Only route to the PSAP.
     • To Internal Safety Response Team only: Only route to the internal safety response team.
     • To SIP Group only: Only route to the SIP group.
     • To Internal Safety Response Team first, and Route to SIP Group after Max Holding (8 seconds): Route to the internal safety response team first, then route to the SIP Group if the call is not answered during the specified Max Holding Time (8 seconds).
8. Click Save.

How to enable 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, time zone, extension number, and any direct phone numbers assigned. If the phone user used a desk phone, the email will also contain the phone's display name as set in the Zoom web portal. Notifications can be sent to any email address.

Follow these instructions to get alert notifications for emergency calls.

How to configure an audio prompt for unavailable emergency services

Note: This feature is in beta, you must submit a request to Zoom Support for access.

In situations where both emergency routes to the Public Safety Answering Point (PSAP) and the Internal Safety Response Team are deactivated, you have the option to set up an audio prompt informing account members about the unavailability of emergency services. 

Follow these instructions to get started.