Routing emergency calls in zoom App

First responders receive the emergency address when they call an emergency number. Calls for emergency services can be routed to public safety answering points (PSAPs) like 9-1-1 and/or internal safety response teams.

Notes:

• An emergency call can be disabled for a phone user. Users can use this feature if they are located outside the country associated with their phone number, for example, if they are traveling or living abroad.
• Use nomadial emergency services to detect and report the location of phone users for emergency calling after setting up emergency calling

Prerequisites for setting up emergency call routing

• Account type: business, education, or pro
• Ownership or administrative rights
• To a Zoom Phone account

How to route emergency calls to a public-safety answering point (PSAP)

Police, firefighting, and ambulance calls are answered by the public-safety answering point (PSAP). When calls come in from a US or Canadian address, 9-1-1 will be called.

Note:

In addition to enabling emergency calling for users without a calling plan, you can route emergency calls to a PSAP.

1. Zoom’s web portal can be accessed by logging in.
2. Then click Phone System Management, then Company Information, then you will be directed to Zoom’s web portal.
3. Depending on whether you have more than one site, you may choose one of the following options:
   • If you enabled multiple sites:
   • If you want to edit a certain site, you will have to click the name of the site and then the Settings tab.
   • If you disabled multiple sites:
   • Click the Account Settings tab.
4. Under Emergency Services click the Disabled Sites button.
5. In the Public Safety Answering Point (PSAP) Routing section, you will see a toggle that will allow you to route emergency calls to this point.
6. Choose how calls for extensions without a local phone number are routed using the drop-down menu:
   • Route emergency calls to PSAP:
   • No local phone number is needed to reach a PSAP.
   • Don’t route emergency calls to PSAP:
   • The internal safety response team will be contacted if a phone number is not provided.
7. Select a method for the PSAP to receive the caller ID of extensions without a local phone number if you selected to route to the PSAP:
   • Choose a temporary number from the Emergency Number Pool:
   • A number from the pool will be used as the temporary caller ID when an extension without a local telephone number calls the PSAP. The originating extension will receive incoming calls for that caller ID going forward. Until 2 hours from now, this temporary routing will be in effect.
     • You must enter numbers into the Emergency Number Pool if this is your first time selecting this routing option.
       • Select Assign Numbers. This option can only be used with unused phone numbers.
       • Click on Confirm. As soon as the Emergency Number Pool is established, Zoom will turn off Outbound Caller ID and Temporary Routing below.
     • Please do not click Emergency Number Pool unless you have previously assigned emergency numbers to the pool. Click Emergency Number Pool if you have previously assigned emergency numbers to the pool.
   • Choose a dedicated number:
   • Set the caller ID to a direct number. An auto-receptionist or call queue must have the direct phone number. In order to route subsequent inbound calls to Queue or Auto-Receptionist whenever an extension without a local phone number places an emergency call, the PSAP will present the local phone number to the PSAP when an extension places an emergency call. It is recommended that you use this method only when it is the best way to handle emergency call-backs in your environment and the queue or auto receptionist prove to be the best choice.
8. Save the configuration.

How to route emergency calls to an internal safety response team

You can use any call queue within your account that deals with emergency calls as part of an internal safety response team. You can, for example, set up a call queue where security staff or the people responsible for responding to emergency calls can be put on. It is important to note that due to the fact that call queues are internal, all phone users will be able to rely on being able to reach the internal safety response team, even if they do not have a calling plan.

Note:

There are a few limitations to the call queue when setting up an internal safety response team:

• There will be a limited number of call queue settings available. When setting up the internal safety response team, you will be asked to change these settings.
  • Business Hours:
  • 7 days a week, 24 hours a day.
  • Overflow:
  • Should be disconnected or forwarded to call queue.
• It should be noted that PSAP will also disable the Greeting Prompt, Audio While Connecting, and Music on Hold functionality when the call queue receives an emergency call. For example, the message will play when a caller dials the direct line or extension of the call queue; for instance, when someone dials the direct number or extension of the call queue. This will also be played if an internal safety response team has been enabled and the public safety response team has been disabled.

1. Access Zoom’s web portal by logging in.
2. Go to Phone System Management and Company Info in the navigation menu.
3. If you have more than one site, follow one of these options:
   • If you enabled multiple sites:
   • If you want to edit a specific site, click on its name, then click the Settings tab.
   • If you disabled multiple sites:
   • Navigate to the Account Settings page.
4. The toggle next to Routing Emergency Calls to Internal Safety Response Team can be found in the Emergency Calling section.
   The emergency call handling settings will be prompted to be changed as follows:
   • Emergency call handling:
   • You can choose whether the PSAP should receive the incident (if enabled) or the safety response team should respond.
     • To Internal Safety Response Team only:
     • Route the incident only to the safety response team within the company.
     • To PSAP and Internal Safety Response Team simultaneously:
     • Immediately notify PSAP and the internal safety response team.
     • To Internal Safety Response Team first, and route to PSAP after Max Holding Time:
     • If the call is not answered within the specified Max Holding Time (below), the call should be routed immediately to the internal safety response team, then to the PSAP.
   • Target Call Queue:
   • Enter a name or extension to select a call queue. Call queues can only be configured within the associated site if you have multiple locations.
     The following settings can be modified if applicable:
     • • Business Hours:
       • 7 days a week, 24 hours a day.
         Note:
       • We will not be able to use voicemail or holidays.
       • Overflow:
       • Cannot be disregarded or forwarded.
5. Please confirm.

Notes:

• Calls to emergency numbers are accompanied by a special inbound call notification that alerts the internal safety response team to the call.
• DTMF codes can be used by internal safety response team members to barge into an emergency call made on a desk phone.

How to enable email notifications for emergency calls

A phone user can be notified by email every time they call the emergency number. Any direct phone numbers assigned will appear in the message’s email notifications. The email will contain the user’s name, email, time zone, and extension number. Zoom’s web portal also contains the phone’s display name, if the user used a desk phone. Any email address can be used for notifications.

1. Log in to Zoom.
2. Select Phone System Management from the navigation menu, then select Company Info.
3. If you have multiple sites, you will need to choose one of these options:
   • Click the name of the site you wish to edit, then go to the Settings tab of the site you wish to edit if you enabled multiple sites.
   • You can also disable multiple sites by clicking the Account Settings link.
4. Click the Emergency Address & Location link located at the bottom of the page.
5. You will find the Manage Emergency Address option under the Emergency Address heading.
6. You can enable email notifications by clicking the Alerts toggle.
7. Click on the Add button in order to add an email address where the notifications will be sent to.
8. Then click Save.