Setting up emergency response locations (ERL/ELIN) in zoom

In the event of an emergency call, Zoom Phone provides granular caller location data in response to providing granular information about the location of the caller. US and Canadian Zoom PSTN carriers support the next generation emergency call signaling technology which enables nomadic emergency location data to be sent to the Public Safety Answering Point (PSAP) in the event of an emergency. In other countries, however, the next generation emergency call signaling is not supported, and therefore emergency response locations and emergency location identification numbers (ERL and ELIN) are required to support emergency call signaling.

There are a variety of emergency response options, including nomadic emergency services, that are available to account owners and administrators. Such services are used by countries and/or BYOC carriers that rely on the outgoing caller ID to determine the address of an emergency caller (ERL and ELIN). ELIN is an identifier that the administrators can assign to each detectable office or sub-office in the company (ERL) that is detectable by the system (ELIN). An ELIN number is used as the outgoing caller ID for an emergency call that is initiated by a Zoom Phone subscriber from a location when the subscriber initiates an emergency call. In turn, the carrier is responsible for ensuring that the ERL for the incident is reported to the PSAP as soon as possible.

This article covers:

• Locations that require an ELIN

• How to manage locations that lack an ELIN

• How to manage redundant ELINs

• How to test ERL and ELIN

Prerequisites for configuring ERL and ELIN for nomadic emergency services

• Zoom Phone license

• Account owner or admin privileges

• Emergency addresses set up

• Emergency calling set up with emergency calls routing to a PSAP

• Nomadic emergency services set up

• At least one site outside of the US or Canada

Locations that require an ELIN

The following locations require an ELIN in order to operate:

• The following locations have emergency addresses that are outside of the United States or Canada:

• Locations in which a BYOC carrier is available for emergency calls in these locations.

• BYOC accounts are required when inside the US or Canada and Zoom is not the carrier of choice when an emergency occurs

In the event that Zoom is your carrier for emergency calls within the US or Canada, the use of ELINs is unnecessary and irrelevant. It is not recommended that you use BYOC carriers when you need to make an emergency call in the US or Canada. It is recommended that you use Zoom for your emergency calls in the US or Canada.

There is a requirement for you to assign an ELIN to newly defined locations that meet the above criteria as soon as possible. It will be reported on the Lack of ELIN tab if a particular location does not have an assigned ELIN but really needs one, but does not have one at the moment. A list of redundant ELINs will be listed on the Redundant ELIN tab for locations that have been assigned ELINs but do not actually need them.

How to manage locations that lack an ELIN

As soon as nomadic emergency services are enabled at a site, all emergency locations/sub-locations that are served by a BYOC carrier, or with an emergency address that is not in the United States or Canada must have an ELIN installed. Please refer to this section for instructions on how to assign ELINs for locations that require them. A public safety answering point is able to determine the address of a location when an emergency call is placed from that location using the ELIN assigned to it.

1. Zoom’s web portal can be accessed by signing in.

2. You can access the Company Information by clicking on the Phone System Management link in the navigation menu.

3. Depending on whether or not you have multiple sites, you can choose one of the following options:

   • The following instructions will guide you if you enabled more than one site: Click the name of the site you want to edit, then click the Settings tab.

   • The following steps should be followed if you have disabled multiple sites: Click on Account Settings.

4. There is a tab labeled Emergency Services that you can click on.

5. Please make sure that you have set up the Nomadic Emergency Services under the Nomadic Emergency Services section.

6. Go to the Manage Locations page and click on it.

7. If you click on the tab Lack of ELIN, you will see the following information.

8. The Personal Location tab can be accessed if you enabled personal locations in your profile.

9. Click on the Set a location option under the ELIN column.
   As the ELIN, you will be given the option of selecting a number from a pop up window.

10. The ELIN for the location can be selected by selecting a number.
    This number should be configured so that it is capable of both incoming and outgoing phone calls, as well as being stable (status should be normal). In the event that you do not see any phone numbers listed in your account, manage your phone numbers.

11. Please click on the Confirm button.

12. For the remaining locations that do not have an ELIN, repeat steps 9 to 11 in the same way.

You need to make sure that if you are going to use BYOC numbers as emergency location identifiers for any locations, that you have updated the public address of record for each phone number used as an ELIN to match the emergency address that you have defined for the location:

1. Zoom’s web portal can be accessed by signing in.

2. Select Phone System Management from the navigation menu, then select Phone Numbers from the menu.

3. Go to the Assigned tab and click on it.

4. If you select Company Location as a drop-down menu in the Assigned to drop-down menu, you will be able to filter numbers that are assigned to company locations.

5. The list can be downloaded as a CSV file by clicking the Export button.

6. Select the Personal Location drop-down menu from the Assigned to drop-down menu if you wish to filter numbers that are assigned to personal addresses.

7. The list can be downloaded as a CSV file by clicking the Export button.

8. If there are any numbers on either list that are not sourced by Zoom, please make sure you provide them to your carrier.

How to manage redundant ELINs

When you were part of the beta program and assigned ELINs to US or Canadian addresses, you might notice that there are redundant ELINs.

As redundant ELINs are no longer required, you can unbind redundant ELINs by following these steps. There will be no assignment of numbers to ELINs that are unbound.

1. Zoom’s web portal can be accessed by signing in.

2. You can access the Company Information by clicking on the Phone System Management link in the navigation menu.

3. If you have more than one site, you will need to follow one of the following options:

   • In the case of multiple sites enabled, click the name of the site you would like to edit, then click the Settings tab at the top of the page.

   • The following steps should be followed if you have disabled multiple sites: Click on Account Settings.

4. On the Emergency Services tab, you will find a number of options.

5. Please make sure that you have set up the Nomadic Emergency Services under the Nomadic Emergency Services section.

6. Select the Manage Locations option from the menu.

7. Please click on the tab titled Redundant ELIN.

8. The Personal Location tab can be accessed if you enabled personal locations in your profile.

9. By clicking the Unbind button, you can unbind all redundant ELINs at the same time. The ellipses icon (…) is an alternative way to bind or unbind an ELIN, if you would like to bind or unbind an ELIN at the same time.

10. To confirm that you want to unbind, click Unbind.

How to test ERL and ELIN

Here are the steps you can follow to make sure ERL/ELIN is working properly on a test site by following these steps.

Warning: During this section, you will be required to call a PSAP (for example, 9-1-1) so that you can test your ERL/ELIN setup. Ensure that the steps listed below are followed carefully in order to set up emergency calling in such a way that calls will be routed to an internal safety team before being routed to the PSAzP.

Note for BYOC: Ensure 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 have configured for that location before you begin testing.

1. Zoom’s web portal can be accessed by signing in.

2. Set up a test site on your computer.

3. For the test site, you will have to set up nomadic emergency services and emergency addresses.

4. Calling an emergency number should be set up as soon as possible. Follow the steps below to make sure your setup is correct:

   1. Make sure that emergency calls are routed to a PSAP by enabling the settings

   2. The emergency call can be routed to the Internal Safety Response team by enabling the setting. Select the option to route emergency calls to a safety response team within your organization before routing the call to a PSAP after the maximum holding time has been reached in the Emergency call handling drop-down menu.

   3. Select the maximum holding time you wish to allow from the Max Holding Time drop-down menu.

5. Make a call to 911 and ensure you are able to respond to the call before the overflow time expires on the emergency call.

6. To find out who made the call, check Zoom Phone’s call logs to see who gave the call. There must be a match between the number in the call and the ELIN for the location from which you called.

All content and images credit goes to https://support.zoom.us