Managing emergency location and addresses

Your emergency address is shared with your admin. In the event of an emergency call, it may be shared with the public safety answering point (for example, 9-1-1) and members of the account’s Internal Safety Response Team (if set up by your admin).

Nomadic emergency services enables Zoom to assist in determining your location, and is used only for purposes of responding to your emergency calls. If this feature is enabled by your admin, you may see an email or desktop client notification asking you to enable location sharing so that first responders can better respond to your emergency calls. After you enable location permission, you may also need to add or update your emergency address that is passed to first responders.

Requirements for managing emergency locations and addresses

Table of Contents

Emergency address notifications

Icon notification in desktop app

You may see the following icons in the Phone tab of the desktop app. Follow the relevant actions to ensure emergency services can respond to your emergency calls.

Icon (top-right corner)Action required
You can't make emergency calls. Contact your admin to enable emergency calling.
Enable location permission so that first responders can better respond to your emergency calls.

Your admin enabled a feature to auto-detect your location, but Zoom Phone is not able to detect your location. Add an emergency address so that first responders can better respond to your emergency calls.

If Zoom Phone can auto-detect your location, confirm or update it.

Email notification for desk phone

If you have a desk phone, you will receive an email notification asking to confirm, add, or update the emergency address for your desk phone.

How to enable location permission

Enabling location permission allows first responders to better respond to your emergency calls. Ensure that the Automatic Location Sharing option within nomadic emergency services is enabled for your account.

  1. Sign in to the Zoom desktop app.
  2. Click your profile picture, then click Settings.
  3. Click the Phone tab.
  4. Ensure Location Permission is selected.
    If disabled and grayed out, then check the Automatic Location Sharing option within nomadic emergency services.

How to add or update an emergency address for your current location

After adding or updating an emergency address for your location, Zoom Phone will automatically save the IP address or wireless access point identifiers for the location. When you place an emergency call from a defined location, the associated emergency address will be sent to emergency responders.

If you added a personal emergency address, manage your personal emergency addresses to view the associated network data.

Icon notification in desktop app

If you're using the Zoom desktop app, you can add or update your emergency address directly in the app.

  1. Sign in to the Zoom desktop app.
  2. Click the exclamation mark icon in the top-right corner, then click Add Emergency Address.
    Zoom will open a window where you can add an emergency address.
  3. Select an existing emergency address or click Add a New Emergency Address.
  4. Follow the on-screen instructions to add or update an emergency address for your current location.

Email notification for desk phone

If you're using a desk phone, you will receive an email notification to add or update your emergency address.

  1. Click the link in the email notification.
    The link will redirect you to your phone settings in the web portal. Access your phone settings in the web portal if you didn't receive the email.
  2. In the Desk Phone section, click Emergency address is unknown.
  3. Follow the on-screen instructions to confirm, add, or update an emergency address for your current location.

How to manage your personal emergency addresses

Personal emergency addresses are ones that belong to you, for example, your home. You can add several personal emergency addresses if you frequently move or work in several locations.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Personal Emergency Addresses section, click Manage.
  5. Add or update a personal emergency address:

How to manually add or update your emergency addresses

Note: Your admin may limit your ability to change your emergency address. Contact your Zoom Phone admin for help if you can't change your emergency address to a desired address. If your Zoom Phone admin does not allow you to manage your emergency address, it displays the default emergency address specified by your admin.

If your admin did not enable Zoom Phone to auto-detect your location, you can manually add or update your emergency address in the web portal.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Emergency Addresses section, click Manage, and then select one of these options to change your emergency address:

How to set ELINs for your personal emergency address

If configured by your admin, you may be prompted in the Zoom web portal to set an ELIN (Emergency Location Identification Number) for any addresses located outside of the US or Canada. The ELIN is used as the outgoing caller ID for the emergency call. When you initiate an emergency call from a personal location, emergency responders rely on the ELIN to determine your address dynamically. Your ELIN will be one of your personal phone number(s). Each personal location requires a separate ELIN.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Emergency Addresses section, click Personal Emergency Address.
  5. In the ELIN column, click Set for a location that requires an ELIN.
  6. Select an emergency caller ID for the location, then click Submit.
  7. Repeat steps 5 and 6 for other locations that require an ELIN.