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E911: Setting up Emergency Information

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When an account administrator enables the E911 feature for the account, you will be able to call 911 if you are in the United States or Canada. However, you will also be prompted to fill in your emergency information so that emergency calls are routed to the proper Public Safety Answering Point (PSAP).

 

Note: If you call 911 before defining the required emergency information, the call will not fail, as it will be forwarded to a specialized sorting center to determine your location, however, you or your company will incur additional costs.

 

Accessing the Emergency Information page from Callbar

Accessing the Emergency Information page from Conversations

Accessing the Emergency Information page from Talkdesk Phone

Adding Emergency Information

 

 

Accessing the Emergency Information page from Callbar

If you’re using Callbar, the following prompt will be displayed:

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  1. Click Edit info [1], on the banner displayed in Callbar. This will open the “Emergency information” page in the browser.

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  1. You can also access the Emergency information page by going to the Callbar menu in the top-left corner.

 

Accessing the Emergency Information page from Conversations

If you’re using Conversations, the following warning will be displayed when E911 gets enabled:

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Please proceed as instructed, and click on your initials in the bottom-left corner to update your “Emergency information”.

 

Accessing the Emergency Information page from Talkdesk Phone

If you’re using Talkdesk Phone™, a warning will be presented at the top of the keypad when E911 gets enabled:

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Click on Add information. This will open the “Emergency information” page. Read below to learn how to fill out the form.


Note: If, later on, additional devices are assigned to you, the keypad banner will be shown again and will not disappear until you assign an emergency address to those newly added devices.

 

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As in Conversations, you can also access the “Emergency information” page when using Phone, by clicking on your initials in the bottom left corner of the page and selecting Emergency information

 

Adding Emergency Information

When the “Emergency information” page opens in the browser, you will see a form with the required fields that you need to fill in so that calls to 911 are routed to the proper Public Safety Answering Point (PSAP).

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  1. “Working Location(s)” - Answer the question “Do you have any devices in any of the supported locations (USA and Canada)?”.
    • “Yes”: If you have devices in one of the locations, emergency calls will be supported, but you will need to complete the remaining fields of the form to comply with the requirements and avoid the aforementioned extra handling costs. If you select “Yes”, please proceed to step 2 in these instructions.
    • “No”: If you are outside the United States or Canada, please select this option. Be aware that emergency calls to 911 are not supported in this case. You don’t need to fill in any other section on the form.

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  1. “Emergency Addresses” [2]: Here you will see the pool of available emergency addresses that you can assign to your devices. You can use the “Company address” which was previously set by an administrator, and you can also add up to 10 personal addresses with the following details:
  • Country (required).
  • House number (required).
  • Street name (required).
  • Address line 2 (optional).
  • City (required).
  • State/Province (required).
  • Zip/Postal code (required).
  • Plus 4 (optional).

Note: Personal addresses are subject to validation and will only appear in the list of available addresses if valid.

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  1. “Devices Emergency Address” [3]: In this section, you will see your Desktop and SIP devices (the list varies depending on the account’s configurations) and you can assign to each one their respective emergency address by making a selection from the drop-down. If an emergency call is made from these devices, the selected address will be used to automatically route the call to the most appropriate PSAP, according to the location, and will be sent to the authorities.

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  1. “Display name, Callback number and Language” [4]: In this section, you can define the key information that is dispatched to the PSAP along with the emergency call.
  • You can opt to “Use the company defined display name, callback number and preferred language”.
  • Alternatively, you can define your own display name, callback number, and preferred language:
      • “Display name”: The name that identifies you.
      • “Callback number”: The phone number that will be used by the authorities if they need to call you back.
      • “Preferred language”: This is the language in which you prefer to be addressed by the authorities, if you call 911 and they reach back. From the drop-down list, you can choose the company’s preferred language, previously selected by an administrator, or another language.
      • When you’re done, select Validate [5]. The information that you added will be subject to validation and you will receive feedback accordingly.
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