Setting up nomadic emergency services in zoom App

In order to provide emergency services to the nomads, mobile emergency services have the capability of detecting and reporting to the emergency center users’ locations dynamically. As a prerequisite for enabling this feature, an administrator must define as many locations and sub-locations as required, as well as specific emergency addresses for each.

The corresponding emergency address can be sent to emergency responders when users place emergency calls from within the boundaries of an established location. Both the PSAP and internal safety response teams can receive this dynamic location data in the US and Canada. The PSAP will retrieve emergency addresses based on the ERL/ELIN model for sites outside the US and Canada. See nomad emergency services for more information.

You can also enable personal emergency addresses as part of nomadic emergency services. With this feature, you can specify an emergency address and define a location. The Zoom client will notify users that they’re using a default address when they are in an undefined location. While adding a new location, the phone user can correct or verify the address. When the client detects a wireless access point, it will automatically save the access point’s IP address. A user’s emergency address will be sent to emergency responders when an emergency call is placed from a defined location.

You can use the alert dashboard of the mobile emergency services to track metrics like the proportion of users that aren’t located at a detection location once you have a set of locations.

Prerequisites for setting up nomadic emergency services

• License for Zoom Phone
• Accounts with admin privileges
• Setting up emergency numbers and emergency addresses
• Zoom desktop clients (version 5.4.7 or later) or provisioned desk phones are required for phone users

Limitations for nomadic emergency services

• Nomadic emergency services are not available through the Zoom mobile app. In emergency calls, the app uses the native carrier of the phone.

Location priority

Zoom Phone will determine the emergency address (if available) when a phone user places an emergency call. All methods are listed in priority order.

1. Company location MAC address & port data match network switch.
2. Company or personal location BSS_ID matches. My home site will be searched first to see if it has a match.
3. IP addresses/subnets of both public and private companies will be looked for. My home site will be searched first to find a match.
4. The company IP address matches my home site. My home site will be searched first for locations that match my preferences.
5. Personal IP addresses will be searched for matches.
6. Public IP addresses match personal locations.
7. For emergencies in the United States or California, a device with GPS capability can be used to send GPS coordinates that our carrier can translate into an approximate physical address for emergency calls.
8. No GPS capability is present on the device if none of the above are true.
   • If the user has selected, created, or confirmed a default address in the U.S. or Canada, Zoom will report that address as the user’s emergency address. Users who haven’t changed their address have been reported as “Unknown” by the server. We initiate a process with our carrier when a location is reported as unknown, which automatically routes the call to a nationwide emergency service coordination center, which verbally determines the caller’s location before routing it to the correct PSAP.
   • The Zoom application will report the configured address of the device if the address is available on the device, otherwise will report the default site emergency address if the address is not available.
     Zoom reports the originating caller ID information to public safety/emergency services for users and phones outside of the United States and Canada.

How to enable nomadic emergency services

Note:

Test the nomadic emergency service on a subset of users before enabling it for the entire account to collect location data. With bootstrap mode, you can identify ways to improve your location data after building up your location data.

1. Zoom’s web portal requires a sign-in.
2. Choose Phone System Management from the navigation menu, then click Company Info.
3. Select the site you wish to edit from the list if you have more than one.
4. Choose Emergency Services from the list.
5. To enable the nomad emergency service for all or specific phone users, please follow either one of these instructions:
   • All phone users in the account or site:
   • Turn on the Nomadic Emergency Service toggle.
   • Specific phone users:
   • Click on Add under “Feature Testing”.
6. (Optional) Enable nomad emergency services features:
   • Allow personal location:
   • Detectable emergency addresses can be set.
   • Enable bootstrap mode:
   • In this mode, the company’s location is built up using the bootstrap method. Using this software, it is possible to report existing locations within a company as company locations and/or to report the underlying network data for existing company locations. It is mandatory for administrators to approve any data reported by users relating to their location and network data before it becomes an active part of your defined company locations. The admins are going to receive email notifications of these operations (at most one email per day).
     Note:
   • A Zoom desktop client of version 5.4.0 or higher is required to use this feature.
   • Email Recipients for Emergency Services Data Maintenance:
   • Nomadic emergency services will receive alerts and warnings regarding locations and emergency addresses via email through internal or external email addresses. When bootstrap mode is enabled, an endpoint (an end user, a device, or a location) may be notified that it lacks an emergency address, or that it has submitted pending locations or network data.
   • Target Carrier for routing emergency calls placed by BYOC numbers:
   • Identify the carrier you’d like to use for emergency calls (Zoom or a third-party provider). Based on the BYOC carrier’s records, the emergency address reported to Public Safety Answering Points (PSAPs) will be the caller’s address. Depending on the customer, Zoom might be able to log and notify internal safety teams about nomadic (detected) addresses, but the PSAP will not receive notifications of these addresses.
     Note:
   • This setting will only appear on your Zoom account if BYOC ( bring your own carrier) has been set up.

How to add a parent location

Nomadic emergency services need physical locations. It can also be defined by identifying wireless access points and IP address ranges. For example, 123 Main Street, 6th floor is a parent location. As a general rule, Zoom Phone sites are created at the city level, as locations for each office or building are then created, and within each building, sub-locations are created for specific floors or suites.

1. Zoom can be accessed by logging in.
2. Select Company Information from the navigation menu.
3. Go to the Account Settings page.
4. Select Emergency Services.
5. Click Manage Locations.
6. Depending on how many sites you have, select one of these options:
   • If you don’t have multiple sites:
   • Pick one from the left-side panel.
   • If you have multiple sites:
   • On the left-hand side, select a site to add a location to.
7. Then click Add.
8. Make sure all required fields are filled in.
9. Then click Save.

How to add a sub-location (optional)

You can further segment emergency addresses by adding sub-locations to a location you have already set up. You can add sub-locations in a building for specific levels or suites.

1. Log in to Zoom.
2. Choose Phone System Management then Company Info from the navigation menu.
3. Select the Account Settings option.
4. Select the Emergency Services tab.
5. In the Locations section, click Manage.
6. If you have multiple locations, choose one of these options.
   • If you don’t have multiple sites:
   • On the left-side panel, select a main location under one of the sites.
   • If you have multiple sites:
   • Go to the site then choose a main location.
7. Select a sublocation.
8. Click on Add Sub Location.
9. Make sure all fields are filled out.
10. Save the file.

Fields for parent locations and sub-locations

• Name:
• Identify the emergency by entering a name.
• Emergency Address:
• Provide a current address to be associated with the emergency. If necessary, a new address can be added.
  Note:
• Location cannot be changed. It must be added.
• ELIN:
• A caller ID for the emergency call is provided by the ELIN (Emergency Location Identification Number). Locations outside the United States and Canada require this.
• IP Address:
• To associate an IPv4 address or range with a location, enter the address or range.
• BSSID (Optional):
• To associate a location with the access point, specify its BSSID (MAC address). When Zoom Phone confirms that no other locations are specified in the account, it will verify whether the BSSID is the same.
• SIP Group (Optional):
• Select the SIP group that you wish to associate with the emergency address if you have set up SIP groups in your account.
• Note:
• Nomodic emergency service does not use this option. In a location-based routing (LBR) configuration, the SIP group is used in order to route calls to the location. India is typically the only country that requires LBR.

How to add network switch information to a location

After adding a location or sub-location, you can add the MAC address and switch ports to detail more granular information.

1. Log in to Zoom.
2. Choose Phone System Management from the navigation menu.
3. Select Account Settings.
4. From the account settings page, select Emergency Services.
5. After selecting Emergency Services, click Manage Locations.
6. Depending on whether you have multiple locations, you will choose one of these options:
   • If you don’t have multiple sites:
   • On the left-hand side of the screen, there is a box where you can select a location.
   • If you have multiple sites:
   • You want to pick a site and then select a location that you have previously created.
   • Note:
   • Sub-location information can be added by clicking the Sub Locations tab, then selecting a sub-location.
7. Add Network Switch is located next to it.
8. Fill in all fields. You can learn more about each field by hovering over the onscreen tooltips.
9. Save the document.

How to view personal emergency addresses

Zoom desktop will notify you when phone users are in an undefined location and prompted to use a default address if you enabled Personal Locations with nomadic emergency services. Addresses can be corrected or verified while adding a new location. IP addresses or wireless access point identifiers will be automatically saved by the client. Emergency responders will receive the associated emergency address when an emergency call is placed from a defined location.

View personal emergency addresses by following these steps:

1. Access the Zoom web portal by logging in.
2. Select Company Info from the Phone System Management menu.
3. Then click Account Settings.
4. Select Emergency Services.
5. Select Manage Locations.
6. If you have multiple locations, select one of the following options:
   • If you don’t have multiple sites:
   • Simply choose the one you see in the left-side panel.
   • If you have multiple sites:
   • Pick one from the left-side panel.
7. On the left-side panel, click Personal Locations.
8. Click the phone you want to use.