Routing emergency calls in Zoom

This post was most recently updated on July 23rd, 2022

As the first responders dial an emergency number, the emergency address is provided to them. A public-safety answering point (PSAP) such as 9-1-1 can be used to route emergency calls to an internal safety team that is responsible for responding to those calls.

Notes:

  • The user of a phone can opt out of receiving emergency calls. In some cases, it may be useful for the phone user to have the option to have their number sent to them regardless of where they are located. For instance, if the user is overseas traveling or permanently residing somewhere else around the globe.
  • Once emergency calling has been set up, use nomadic emergency services so that they can dynamically identify and report phone users’ locations for emergency calls after they have been set up

This article covers:

  • How to route emergency calls to a public-safety answering point (PSAP)
  • How to route emergency calls to an internal safety response team
  • How to enable email notifications for emergency calls

Prerequisites for setting up emergency call routing

  • Accounts for professionals, businesses, or educators
  • Ownership or administration of the account
  • Ownership of Zoom Phones

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

In public safety, a public-safety answering point (PSAP) answers calls for emergency services such as police, firefighting, and ambulances. If the emergency address is in the United States or Canada, calls will be routed to 9-1-1.

Notes:

  • Users without a calling plan can also use emergency calling if emergency calls are routed to a PSAP.
  • Emergency calls routed in parallel to PSAPs can be automatically recorded to internal safety team call queues by administrators.
  1. Zoom’s web portal can be accessed by logging in.
  2. To access Company Info, click Phone System Management in the navigation menu.
  3. Depending on the number of sites you have, you can choose one of the following options:
    • If you enabled multiple sites:
    • You can edit a site by clicking its name, then selecting the Settings tab.
    • If you disabled multiple sites:
    • Go to the Account Settings page.
  4. Select Emergency Services from the menu.
  5. You can enable Public Safety Answering Point (PSAP) routing in the Emergency Calling Routing section.
  6. Select how you want calls from extensions without a local phone number to be routed using the drop-down menu:
    • Route emergency calls to PSAP: PSAPs can be reached by phone users without a direct number.
    • Don’t route emergency calls to PSAP: The internal safety response team will handle calls from phone users without a direct phone number.
  7. The PSAP can request the caller ID from the extension if the extension does not have a local phone number:
    • Choose a temporary number from Emergency Number Pool: For extensions without local phone numbers, a temporary caller ID is chosen from the pool when they call the PSAP during an emergency. This caller ID will be used for any future inbound calls directed to the originating extension. For the next two hours, this temporary routing will be in effect.
      • The Emergency Number Pool must be assigned if this is your first time choosing this routing option.
        • Then click Assign Numbers. Emergency Number Pool can only be assigned to unused phone numbers.
        • Please click the Confirm button. The Emergency Number Pool will be activated once Zoom deactivates the outbound caller ID and temporary routing below.
      • The Emergency Number Pool can be assigned and removed from if you have previously assigned numbers to it.
    • Choose a dedicated number: As the caller ID, choose a direct number. Call queues or automatic receptionists must use the direct telephone number. As soon as an extension without a local phone number places an emergency call, the PSAP will present the number to the auto receptionist or queue, for subsequent incoming calls. Only use this method if your environment allows for queues or auto receptionists to handle emergency callbacks.
  8. You will see the following setting if Bring Your Own Device (BYOC) has been configured on your account:
    • Target Carrier for routing emergency calls placed by BYOC numbers:
    • You can choose the carrier for emergency calls (Zoom or a third-party carrier). Based on BYOC carrier records, a PSAP will report the caller’s emergency address. Nomadic emergency addresses can be reported from Zoom’s call logs to a customer’s safety team, but can’t be reported directly to PSAPs by Zoom.
      • For Non-United States/Canada BYOC Numbers: Carrier for BYOC
      • Note: As with BYOC numbers inside the US and Canada, BYOC numbers outside those countries must use their BYOC carriers for emergency calls.
      • For United States and Canada BYOC Numbers: ZOOM or BYOC Carrier.
      • Note: New customers will be unable to change this beginning April 17, 2022. Get more information about the U.S. and Canadian BYOC emergency services update.

How to route emergency calls to an internal safety response team

Call queues in your account that handle emergency calls can function as internal safety response teams. In addition to security, you can also establish a call queue for emergency calls. All phone users, including those without calling plans, can easily reach the internal safety response team through call queues.

Note: This is a list of limitations that will apply when creating an internal safety response team:

  • There will be a limited number of call queue settings available. The internal safety response team will prompt you to change these settings if applicable.
    • Business Hours: A 24 hour, 7 day a week service is required.
    • Overflow: It must be disengaged or forwarded to the call queue.
  • A call queue that receives an emergency call will lose its Greeting Prompt, Audio While Connecting, and Music on Hold if PSAP is also enabled. The call queue’s direct number and extension will play when someone dials the queue’s regular number. Similarly, if you disable PSAP and enable the internal safety response team, these will play.
  1. Access Zoom’s web portal by logging in.
  2. You can access Company Info by clicking Phone System Management in the navigation menu.
  3. Depending on whether you have multiple sites, you can choose from the following options:
    • If you enabled multiple sites:
    • You can edit the settings of a site by clicking its name and then clicking the Settings tab.
    • If you disabled multiple sites:
    • Go to the Account Settings page.
  4. Routing emergency calls to the Internal Safety Response Team can be enabled in the Emergency Calling section.
    The following call handling settings will need to be changed:

    • Emergency call handling: If the PSAP is enabled, you can choose to route your call to the PSAP or to the internal safety response team.
      • To Internal Safety Response Team only: There is only one internal safety response team that should be contacted.
      • To PSAP and Internal Safety Response Team simultaneously:In order to avoid overloading the PSAP system, route the call simultaneously to the internal safety response team.
      • To Internal Safety Response Team first, and route to PSAP after Max Holding Time: In the event that the call is not answered within the specified Maximum Holding Time below, then route it to the PSAP for handling, and finally to the internal safety response team if it continues to be unanswered.
    • Target Call Queue: Enter the name or extension number of a call queue to select it. Call queues can only be selected in the associated site if you have more than one site.
    • The call queue settings may need to be changed if applicable, and you will be prompted to do so when the call queue is created:
        • Business Hours: Must be 24 Hours, 7 Days a Week.
        • Note: It will be impossible to set voicemail or holidays for the team
        • Overflow: It must be disengaged or forwarded to the queue.
  5. Please click on the Confirm button.

Notes:

  • Members of the internal safety response team can tell when a user calls an emergency number by a special inbound call notification.
  • The DTMF code can be used to barge into an emergency call received on a desk phone by a member of the internal safety response team.

How to enable email notifications for emergency calls

The emergency number can be configured to send emails when a phone user calls the number. A phone user’s name, email, time zone, extension number, and any direct phone number assigned will be included in email notifications. Emails sent by Zoom will include the display name of the Zoom phone if it was used as a desk phone. Any email address can receive notifications.

  1. Visit Zoom’s web portal and sign in.
  2. You will find Company Info under Phone System Management in the navigation menu.
  3. If you have multiple sites, follow one of the following options:
    • If you enabled multiple sites:
    • Go to the Settings tab after clicking the name of the site you wish to edit.
    • If you disabled multiple sites:
    • Click on Account Settings.
  4. To find the emergency location and address, scroll down.
  5. You can manage your emergency address by clicking Manage.
  6. Enable email notifications by clicking the Alerts toggle.
  7. The email notification will be sent to the address you enter in Add.
  8. Save the file.