Emergency contact settings and calls in Zoom Phone

overview

The emergency contact is the address provided to the first responder when calling an emergency call. You must add an emergency contact to your account before you can purchase a direct number. You can forward an emergency call to an emergency call center (PSAP) such as 9-1-1 , or to an internal team that handles emergency calls.

Note :

  • You can also disable emergency calls for phone users. This is useful if you don’t have a phone user in the country associated with your phone number, such as when you’re traveling or settling abroad.
  • You can set up emergency contacts even in countries and regions that do not support Zoom Phone direct numbers. This is useful for accounts that have BYOC (Bring Your Own Carrier) set up.
  • After setting up a call with an emergency contact , use Nomadic Emergency Services to dynamically detect and report the location of the calling user and make an emergency call.

Content of this article:

  • Update emergency contacts
  • Add a new emergency contact
  • Update emergency contacts for specific phone users
  • Forward emergency calls to the Emergency Call Center (PSAP)
  • Forward emergency calls to the internal safety response team
  • Enable emergency call email notifications

Prerequisites

  • Professional, business, or educational account
  • Account owner or administrator privileges
  • Zoom Phone License

Update emergency contacts

You can change the default emergency contact that you entered during the initial setup. The default contacts apply to all phone users , rooms with Zoom Phone licenses, and common area phones . If you have multiple sites , the default contacts apply to the extension of the associated site. Each site has a default emergency contact.

You can also update the emergency contacts you entered during initial setup, or contacts added by account owners, administrators, and phone users.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][Company Information] and then click the.
  3. Follow one of the options below, depending on whether you have multiple sites:
    • If you have multiple sites enabled: Click the site name you want to edit, then click the Emergency Services
    • If you have multiple sites disabled: Click Account Settings, then click the Emergency Services
  4. Scroll down tothe emergency contacts
  5. Emergency contactin the [management] and click.
    A list of emergency contacts is displayed.

    Note : Make sure the address is correct as the first responder may be directed to this location.

  6. Click Edit inthe last column of the address you want to change.
  7. Change the address and click Submit.

Add a new emergency contact

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][Company Information] and then click the.
  3. Follow one of the options below, depending on whether you have multiple sites:
    • If you have multiple sites enabled: Click the site name you want to edit, then click the Emergency Services
    • If you have multiple sites disabled: Click Account Settings, then click the Emergency Services
  4. Scroll down tothe emergency contacts
  5. Emergency contactin the [management] and click.
  6. Click Addand enter the required information. If you have set up multiple sites, select the site with your own address.
    Note : Make sure the address is correct as the first responder may be directed to this address.
  7. Click Submit.

Update emergency contacts for specific phone users

If you want to update the emergency contact assigned to a phone number, follow the steps below. You need to add a new emergency contact assigned to your phone number.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][Users and room] and then click the.
  3. Click the phone user name whose emergency contact you want to change.
  4. Click Edit in the Emergency Contactssection and use the following options to set the emergency contacts for phone users.
    • Follow the default company address: Select the default emergency contact for your account or site.
    • Select Company AddressSelect the current emergency contact added by the administrator.

      Note : If you want to control whether phone users can change emergency contacts, change the policy settings .

  5. Click Finish.

Forward emergency calls to the Emergency Call Center (PSAP)

An emergency call center (PSAP) is a call center that handles police, fire, and ambulance service calls. For example, US and Canadian emergency contacts will be forwarded to 9-1-1.

Note : If you want to forward an emergency call to PSAP, you can enable emergency calls even for users who do not have a calling plan.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][Company Information] and then click the.
  3. Follow one of the options below, depending on whether you have multiple sites:
    • If you have multiple sites enabled: Click the site name you want to edit, then click the Emergency Services
    • If you have multiple sites disabled: Click Account Settings, then click the Emergency Services
  4. In the Emergency Servicessection, click the toggle button to enable routing emergency calls to the emergency call receiving agency (PSAP) .
  5. Select the option for extensions without a phone number in thedrop-down menu .
    • Route emergency calls to PSAP: Phone users without a calling plan can access PSAP.
      • Click Assign Number in the Setup Emergency Number Pooldialog . Only unused directory numbers can be assigned to the emergency contact number pool. Select a phone number, click the checkbox, and click Confirm .
    • Do not route emergency calls to PSAP: Phone users without a calling plan will be forwarded to the internal security team .

Forward emergency calls to the internal safety response team

The internal security team is the call queue for the account that handles emergency calls . For example, you can set up a call queue that contains a security team, or you can set up another team that is designated to handle emergency calls. Since the call queue is in-house, without calling plan phone users , including, it can also be contacted in-house safety response team any phone user.

Note : If you set up an internal security team, the call queue will have the following restrictions:

  • The following call queue settings are restricted.
    • Business hours24 hours a day, 365 days a year .
    • Overflow: To disconnect or put it in the root call queue .
  • If you receive an emergency call with PSAPenabled, the call queue greeting message prompt, connected audio, and music pending (pending tone) are disabled. These are played when you make a normal call to the call queue, such as when you dial the direct or extension number of the call queue. It also plays if the internal safety team is enabled and PSAP is disabled.
  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][Company Information] and then click the.
  3. Follow one of the options below, depending on whether you have multiple sites:
    • If you have multiple sites enabled: Click the site name you want to edit, then click the Emergency Services
    • If you have multiple sites disabled: Click Account Settings, then click the Emergency Services
  4. In the Emergency Servicessection, click the toggle button to enable routing emergency calls to the internal safety response team .
    The following screen to change the call handling settings is displayed:

    • Emergency call handling: Select when to transfer to PSAP (if enabled) or your internal security team.
      • To Safety Team only: Transfer only to the internal safety team.
      • To Safety Team and to PSAP in parallel: Transfer to the internal safety team and PSAP at the same time.
      • To Safety Team first, and route to PSAP after Max Holding Time: Transfer to the internal safety team first, and if you do not answer the call for the time specified by Max Holding Time , transfer to PSAP.
    • Target Call Queue: Enter a name or extensionand selecta call queue . If you have multiple sites , you can only select the call queue for related sites.
      • Overflow: Select disconnector root call queue . If you selected a destination call queue , select a call queue. Click Activate .

Note : When a telephone user calls an emergency number, the internal security team will be notified that the call is an emergency.

Enable emergency call email notifications

Phone You can set up to be notified by email when a user calls an emergency number. Email notifications can include the phone user’s name, email, extension, and direct number. If the phone user was using a desktop phone, the email will also include the phone display name set in the Zoom web portal. Notifications can be sent to any email address.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][Company Information] and then click the.
  3. Follow one of the options below, depending on whether you have multiple sites:
    • If you have multiple sites enabled: Click the site name you want to edit, then click the Emergency Services
    • If you have multiple sites disabled: Click Account Settings, then click the Emergency Services
  4. In the Emergency Servicessection, click the toggle button to enable emergency service alerts .
  5. Click Settings forthe email recipient and enter the email address to receive email notifications.
  6. Click Save.

 

See also  View Zoom Phone user and call queue usage reports