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

This post was most recently updated on July 28th, 2022

If a call is made to an emergency number, Zoom Phone provides granular location information of the caller. Nomadic emergency location data is supported by Zoom PSTN carriers in the US and Canada. The ERL and ELIN (Emergency Response Location and Emergency Location Identifier) are not supported by many other countries and carriers.

For countries or BYOC carriers that rely upon outgoing caller ID to determine the address of other callers (ERL and ELIN), admins and account owners can enable nomadic emergency services. Each detectable company location or sub-location (ERL) can be assigned a predetermined phone number (ELIN). This ELIN number is displayed for emergency calls initiated by Zoom Phone subscribers from a location. PSAPs receive the ERL from the carrier, in turn.

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

  • License for Zoom Phone
  • Ownership or administrative privileges of the account
  • Addresses for emergency situations
  • A PSAP is configured to receive emergency calls
  • An emergency service for the nomads
  • A site outside the U.S. or Canada at least

Locations that require an ELIN

Locations that require an ELIN include:

  • Locations outside the U.S. or Canada with emergency addresses
  • BYOC carriers serve locations where emergency calls can be made.
  • When Zoom is not the emergency carrier inside the US/Canada, BYOC accounts are required

With Zoom as your carrier for emergency calls, ELINs are unnecessary and irrelevant. If you need to make an emergency call in the US or Canada, we do not recommend using BYOC carriers; instead, use Zoom.

Note:

If you want to use Zoom for US/Canada emergency calls, Zoom recommends that you enable the option.

The newly defined locations must be assigned an ELIN if they meet the above criteria. The Lack of ELIN tab will display locations without an assigned ELIN but that need one. On the Redundant ELIN tab, you will find locations that were assigned an ELIN but do not actually need it.

How to manage locations that lack an ELIN

When nomadic emergency services are available, all locations/sublocations whose emergency address cannot be found in the US or Canada, or serviced by BYOC carriers, will require an ELIN. For locations requiring ELINs, follow this section. When an emergency call is placed from the location, the Public Safety Answering Point will be able to find the address by assigning an ELIN.

  1. Access Zoom’s web portal by logging in.
  2. You will find Company Info under Phone System Management in the navigation menu.
  3. If you have multiple sites, choose one of these options:
    • The Settings tab can be found beneath the name of the site you want to edit if you enabled multiple sites.
    • Click Account Settings if you disabled multiple sites.
  4. Select Emergency Services from the menu.
  5. Make sure nomad emergency services are set up in the Nomadic Emergency Services section.
  6. Select Manage Locations.
  7. Select the Lack of ELIN tab.
  8. Click the Personal Location tab if personal locations have been enabled.
  9. You can set a location by clicking the Set for a location button in the ELIN column.
    An ELIN selection pop-up will appear.
  10. Provide a location’s ELIN by selecting a number.
    Incoming and outgoing calls must work on the number, and it must be stable (normal status). If you do not see any numbers, manage your phone numbers.
  11. Confirm by clicking Confirm.
  12. If there are any other locations without ELINs, repeat steps 9 to 11.

Note:

No further action is required if Zoom native numbers are used as ELINs. Zoom will match the emergency address you’ve defined for each phone number used as an ELIN with the public address of record for that phone number. The process usually takes about a week.

BYOC numbers should be used as ELINs for locations where you’ve defined an emergency address for each phone number: Ensure that the public address of record for each number is updated to the emergency address you’ve defined:

  1. Zoom’s web portal can be accessed by signing in.
  2. You can access Phone Numbers through the navigation menu.
  3. Select Assigned from the tabs.
  4. You can filter numbers assigned to company locations by choosing Company Location from the Assigned to drop-down menu.
  5. CSV files can be downloaded by clicking Export.
  6. You can filter numbers assigned to personal locations by selecting Personal Location in the Assigned to drop-down menu.
  7. CSV files can be downloaded by clicking Export.
  8. Any numbers not sourced by Zoom should be provided to your carrier.

How to manage redundant ELINs

As a beta participant, you may have noticed duplicate ELINs if you assigned ELINs to US or Canadian addresses during the beta program.

It is no longer necessary to keep redundant ELINs so that you can unbind redundant ELINs by following these steps. In the event that an ELIN is unbound, it will become an unassigned number.

  1. The Zoom web portal can be accessed by logging in to your account.
  2. Click on the Phone System Management option in the navigation menu, and then click on the Company Info option.
  3. In case you have more than one site, you can follow one of these options:
    • The following steps can be taken in case more than one site has been enabled: Click on the name of the site you wish to modify, then click the Settings tab.
    • It is possible to disable multiple sites at the same time by clicking the Account Settings button.
  4. Click on the Emergency Services tab on the left side of the screen.
  5. Ensure that nomad emergency services are set up under the section Nomadic Emergency Services, which can be found at the bottom of the page.
  6. Navigate to the Manage Locations page.
  7. To view redundant ELINs, click the tab Redundant ELINs.
  8. On the Personal Location tab, click (optional) if you have enabled personal locations.
  9. When all redundant ELINs have been unbound, click Unbind. To unbind an ELIN, click the ellipsis icon (…) next to the ELIN.
  10. Confirm the unbinding by clicking it.

How to test ERL and ELIN

Testing ERL/ELIN on a test site is as simple as following these steps.

Warning: The purpose of this section is to test your ERL/ELIN setup by calling a PSAP (for example, 9-1-1). If you would like emergency calls to be routed to a safety team before reaching a public safety answering point, follow these steps carefully.

Note for BYOC: Verify that a location’s emergency address matches the public address assigned to an ELIN that you have assigned to it before testing.

  1. Log into Zoom’s web portal.
  2. Set up a test site.
  3. Ensure that emergency services are available nomadically and that emergency addresses have been set up for the test site.
  4. Make sure that emergency calls are set up. You will need to follow these steps in order to set up the system:
    1. Make sure that the settings are set up so that emergency calls are routed to a PSAP
    2. Enable the setting for emergency calls to be routed to the Internal Safety Response team. If you want to route emergency calls to an internal safety response team first, you can select that option in the Emergency call handling drop-down menu. After the Max Holding Time has expired, you can then route them to the PSAP.
    3. Select the highest max holding time from the dropdown menu.
  5. Don’t let the overflow time expire before you place an emergency call from the safety team queue.
  6. Check the call logs for Zoom Phone to see who the call came from. If you called from a specific location, that number must match the ELIN.