Zoom Phone supports nomadic emergency services to provide granular caller location data in the event of an emergency call. US and Canada Zoom PSTN carriers support the next generation emergency call signaling to support nomadic emergency location data to the Public Safety Answering Point (PSAP). However, many other countries and BYOC carriers do not support next generation emergency call signaling and require support for ERL and ELIN (Emergency Response Location and Emergency Location Identification Number).
Account owners and admins can enable nomadic emergency services for countries and/or BYOC carriers that rely upon the outgoing caller ID of an emergency call to determine the caller’s address (ERL and ELIN). Administrators can assign a predetermined phone number (ELIN) to each detectable company location or sub-location (ERL). When a Zoom Phone subscriber initiates an emergency call from a location, this ELIN number is used as the outgoing caller ID for the emergency call. In turn, the carrier ensures that the corresponding ERL is reported to the PSAP.
This article covers:
An ELIN is required for the following locations:
ELINs are unnecessary and irrelevant for locations inside the US or Canada when Zoom is your carrier for emergency calls. We do not recommend using BYOC carriers for emergency calling in the US/Canada; you should use Zoom for routing your US or Canada emergency calls.
Note: Zoom recommends that BYOC customers with nomadic emergency services enable the option to use Zoom as their emergency call carrier for US/Canada numbers.
You are required to assign an ELIN to newly defined locations that meet the above criteria. Locations that have do not already have an assigned ELIN but really do need one, will be reported on the Lack of ELIN tab. Locations that may have been assigned an ELIN but don’t actually need one will be reported on the Redundant ELIN tab.
Once nomadic emergency services is enabled, all emergency locations/sub-locations for that site that have a non US/Canada emergency address, or are served by a BYOC carrier, must contain an ELIN. Follow this section to assign ELINs for locations where they are required. Assigning ELINs will help the Public Safety Answering Point determine the location’s address when an emergency call is placed from this location.
If you're using Zoom native numbers as ELINs then no further action is needed. Zoom will update the public address of record for each phone number used as an ELIN to match the emergency address you've defined for the corresponding location.This can take about a week for the process to complete.
If you're using BYOC numbers as ELINs for any locations, make sure your carrier updates the public address of record for each phone number used as an ELIN to match the emergency address you've defined for the corresponding location:
You may notice redundant ELINs if you were part of the beta program and assigned ELINs to US or Canada addresses.
Redundant ELINs are no longer required so follow these steps to unbind redundant ELINs. Unbound ELINs will become unassigned numbers.
Follow these steps to test ERL/ELIN is working properly using a test site.
Warning: This section involves calling a PSAP (for example, 9-1-1) to test your ERL/ELIN setup. Follow these steps carefully to set up emergency calling so that calls are routed to an internal safety team before routing to the PSAP.
Note for BYOC: Before testing, confirm that the public address of record for the phone number that you have assigned as an ELIN for a location matches the emergency address that you configured for the location.