# Emergency calling from contact center agent desktops Canonical: https://warmtransfer.net/knowledge/contact-center-agent-emergency-calling Last verified: 2026-10-02 Under 47 CFR 9.16, anyone installing, managing or operating a multi-line telephone system (MLTS) in the United States must configure it to meet three duties: users can dial 911 directly, a notification is sent when they do, and the call carries dispatchable location[^7][^11][^6]. Each contact center platform documents its own agent-side mechanism: Cisco provides E911 for Webex Contact Center WebRTC Agent Desktop users through RedSky, Amazon Connect enables 911 by default for all users in specific US Regions, and Genesys states that Genesys Cloud Voice supports RAY BAUM'S Act for orgs in specific regions[^57][^15][^39]. ## US regulatory baseline 47 CFR 9.3 defines a multi-line telephone system to include the following[^3]: - network-based and premises-based systems such as Centrex and VoIP[^3] - PBX, hybrid and key telephone systems[^3] The same section defines the person engaged in the business of managing an MLTS as the entity that controls and oversees the MLTS after installation, including line distribution, telephone number assignment and network configuration[^4]. It defines on-premises as within the fixed property, such as buildings, facilities or campus, and under the operational control of a single administrative authority[^5]. Dispatchable location is defined there as the validated street address of the calling party plus details such as suite or apartment needed to identify the caller's location, delivered to the PSAP with the 911 call[^2]. See also [Dispatchable location and nomadic user handling](https://warmtransfer.net/knowledge/dispatchable-location). **Direct dialing.** Under 47 CFR 9.16(a)(1), an MLTS may not be manufactured, imported, sold or leased for use in the United States unless it is pre-configured so that, when properly installed, a user can dial 911 directly without any prefix[^8]. Under 47 CFR 9.16(b)(1), whoever installs, manages or operates the MLTS must configure it so a user can start a 911 call from any station with no additional digit, code, prefix or post-fix, including a trunk-access code such as 9[^7]. **Notification.** Notification of a 911 call must start at the same time as the call where technically feasible and must not delay the call[^10]. The notification must go to a location where someone is likely to see or hear it[^11]. **Dispatchable location by device type.** The deadlines and fallbacks differ by device type:[^6][^9][^12] - **On-premises fixed telephones** had to provide automated dispatchable location no later than January 6, 2021[^6]. - **On-premises non-fixed devices**, from January 6, 2022, must provide automated dispatchable location when technically feasible[^9]. Otherwise they must provide dispatchable location based on a manual update by the end user or on alternative location information[^9]. - **Off-premises devices**, from January 6, 2022, must provide automatic dispatchable location if technically feasible[^12]. Otherwise they must provide dispatchable location based on a manual update by the end user, or enhanced location information, which may be coordinate-based[^12]. See also [Meeting Kari's Law and RAY BAUM's Act on an enterprise phone system](https://warmtransfer.net/knowledge/kari-ray-baum-compliance). ## Webex Contact Center Cisco provides E911 for Webex Contact Center agents and supervisors who use the WebRTC-enabled Agent Desktop, with RedSky as the third-party emergency service provider[^57]. Cisco lists 3 requirements for WebRTC agent emergency calling under Kari's Law and RAY BAUM'S Act[^52]: - direct 911 dialing without extra codes[^52] - notification of designated personnel[^52] - conveying location, including floor or room, to responders[^52] For Webex Contact Center organizations using Bundled PSTN services provided by Cisco, RedSky is mandatory for managing emergency calls[^49]. Agent setup works as follows:[^53][^54] - The agent installs the RedSky MyE911 application on their machine[^53]. - During setup, the agent enters https://wxc.e911cloud.com as the RedSky Cirrus Cloud Host[^53]. - The agent then verifies their email with a code[^54]. - If MyE911 cannot determine the location, the RedSky location page opens so the agent can enter and verify their current location[^54]. See also [RedSky E911 for enterprise UC](https://warmtransfer.net/knowledge/redsky-e911). ## Amazon Connect In Amazon Connect, 911 is enabled by default for all users in the US East (Northern Virginia), US West (Oregon) and AWS GovCloud (US-West) Regions, and a 911 call is routed to emergency services[^15]. Amazon Connect supports only direct calls from the agent CCP to 911[^18]. It does not support transferring a call to 911 or dialing 911 while already on a call[^18]. **Capturing the agent's address.** E911 setup validates the agent's physical address with the Amazon Chime SDK ValidateE911Address API[^27]. The validated address is stored in Customer Profiles, using CreateProfile the first time and UpdateProfile afterwards[^25]. AWS recommends storing the agent's usual address at setup and prompting the agent to update it at the start of each shift, so the most recently validated address goes with an emergency call[^24]. **Relaying the address on the call.** Amazon Connect E911 uses an outbound whisper flow that does the following[^28]: - Checks whether the agent dialed 911 (or 933)[^28]. - Calls a Lambda function that looks up the agent's address with SearchProfiles[^28]. - Sets the address as a contact attribute[^28]. - Continues the call[^28]. The address must be passed as a JSON string under the contact attribute key CivicAddress, using coded keys such as country, A1, A3, HNO, RD, STS and PC[^17]. An optional LOC key carries additional location information such as a room[^21]. LOC is limited to 60 characters, and 20 or fewer are recommended[^21]. AWS states that it is the customer's responsibility to validate the E911 address against a standard repository such as the Master Street Address Guide (MSAG)[^22]. For an Amazon Connect 911 call, the origination number must be a valid US number[^26]. If the agent's number is invalid, Connect falls back to the caller ID of the queue in the agent's routing profile[^26]. **Notification and testing.** To notify security or HR when an agent calls 911, AWS documents adding a Create task block with custom notification logic to the outbound whisper flow, between Set contact attributes and Call phone number[^23]. For testing, Amazon Connect provides 933[^16]. A CCP call to 933 plays back the originating number and the physical address sent with the call[^16]. See also [Amazon Connect contact flows and routing profiles](https://warmtransfer.net/knowledge/amazon-connect-flows) and [E911 test calls and validation](https://warmtransfer.net/knowledge/e911-testing-procedures). ## Genesys Cloud Genesys states that Genesys Cloud Voice supports RAY BAUM'S Act in the United States and Canada for orgs in the US-East-1, US-East-2, US-West-2 and CA-Central-1 regions[^39]. **Remote emergency address.** The following prerequisites apply[^41]: - the site must be configured for emergency services[^41] - each agent must have an individual DID, because shared numbers and extensions are not supported[^41] **Which address is used.** In the US and Canada, Genesys Cloud Voice picks the emergency address in this order[^33]: - first, the user's remote address[^33] - next, the ELIN assignment[^33] - next, the site of the user's phone or standalone phone[^33] - next, the default site for IVR numbers[^33] - last, the default site for unassigned numbers[^33] Emergency calls dialed from the Genesys Communicate mobile app go through the mobile device's native carrier, not Genesys VoIP services[^35]. **Dialing.** Genesys instructs US administrators configuring the Emergency number plan not to alter the 911 number with a prefix or other modification, for Kari's Law compliance[^32]. **Kari's Law notifications.** Genesys Cloud Voice Kari's Law 911 notifications are not configured in the admin UI[^38]. Instead, the customer sends completed CSV templates with the org ID, location address and location IDs to genesyscloudvoice-na@genesys.com[^38]. Each location can have up to 100 notification addresses, as email addresses or as AT&T, T-Mobile and Verizon email-to-SMS addresses[^36]. Kari's Law notification is US-only: Canadian addresses are not supported for notifications, and SMS notifications work only for US addresses[^37]. **BYOC.** Genesys states that it is not responsible for emergency services if emergency calls are routed to BYOC trunks[^30]. The customer must tell the BYOC carrier the physical location where its numbers are used[^30]. Emergency services information set up for Genesys Cloud Voice is not passed to a BYOC Cloud carrier when a customer moves to BYOC[^29]. **Power and Internet failure.** Genesys says Genesys Cloud Voice emergency service can fail during a power outage or Internet failure[^42]. Customers must put warning labels on all equipment that connects to the service[^42]. See also [Genesys Cloud CX telephony and BYOC](https://warmtransfer.net/knowledge/genesys-cloud-telephony). ## Applicability Applies to: Cisco Webex Contact Center, Cisco Webex Calling, Amazon Web Services Amazon Connect, and Genesys Cloud. Deployments: on-premises and multi-tenant. Sources checked 2026-10-02. The 47 CFR 9.16 obligations described here apply to MLTS for use in the United States[^7]. Webex Calling enhanced emergency calling with RedSky applies to locations in the United States, its territories and Canada[^45]. Amazon Connect enables 911 by default in the US East (Northern Virginia), US West (Oregon) and AWS GovCloud (US-West) Regions[^15]. Amazon Connect E911 sends location information to 911 dispatch only for agents physically located in the United States[^20]. Genesys Cloud Voice RAY BAUM'S Act support covers orgs in the US-East-1, US-East-2, US-West-2 and CA-Central-1 regions[^39]. Genesys Cloud Voice Kari's Law notification is US-only[^37]. In EMEA, Genesys Cloud Voice uses the address of the Location assigned to the number at purchase or on the Number Management page[^34]. ## What remains uncertain Cisco's documented E911 covers agents using the WebRTC-enabled Agent Desktop[^57]. Whether Webex Contact Center provides E911 for agents who log in with Dial Number or Extension is not covered by the sources below. RedSky is mandatory for Webex Contact Center organizations on Cisco Bundled PSTN[^49]. How Webex Contact Center E911 works with BYO PSTN or Local Gateway instead is not covered by the sources below. Genesys documents the general order in which Genesys Cloud Voice selects an emergency address[^33]. Whether the Genesys Cloud WebRTC phone uses HELD or relies only on the remote address for 911 location is not covered by the sources below. 47 CFR 9.3 defines an MLTS to include network-based VoIP systems and defines who manages an MLTS[^3][^4]. Whether the FCC treats a CCaaS platform as an MLTS, and who would be its MLTS manager, is not covered by the sources below. Amazon Connect documents 911 as enabled by default in specific US Regions[^15]. Emergency calling for Amazon Connect instances outside those Regions, including Canada, EU and APAC instances, is not covered by the sources below. Whether the AWS Service Terms contain an emergency calling clause for Amazon Connect is not covered by the sources below. Agent emergency calling and remote agent location handling on contact center platforms other than those named in this article are not covered by the sources below. ## Sources [^1]: A cloud contact center platform that lets agents place outbound PSTN calls plausibly falls within the 47 CFR 9.3 MLTS definition as a network-based VoIP system, but no source read here states that a CCaaS platform is an MLTS (inferred). Source: [47 CFR 9.3 Definitions (Code of Federal Regulations, 2024 annual edition)](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-3.xml), 47 CFR 9.3, definition 'Multi-line telephone system or MLTS'. Checked 2026-10-02. [^2]: 47 CFR 9.3 defines dispatchable location as the validated street address of the calling party plus additional information such as suite, apartment or similar information necessary to adequately identify the caller's location, delivered to the PSAP with a 911 call. Source: [47 CFR 9.3 Definitions (Code of Federal Regulations, 2024 annual edition)](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-3.xml), 47 CFR 9.3, definition 'Dispatchable location'. Checked 2026-10-02. [^3]: 47 CFR 9.3 defines a multi-line telephone system to include network and premises based systems such as Centrex and VoIP, as well as PBX, hybrid and key telephone systems. Source: [47 CFR 9.3 Definitions (Code of Federal Regulations, 2024 annual edition)](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-3.xml), 47 CFR 9.3, definition 'Multi-line telephone system or MLTS'. Checked 2026-10-02. [^4]: 47 CFR 9.3 defines the person engaged in the business of managing an MLTS as the entity responsible for controlling and overseeing implementation of the MLTS after installation, including line distribution, telephone number assignment and network configuration. Source: [47 CFR 9.3 Definitions (Code of Federal Regulations, 2024 annual edition)](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-3.xml), 47 CFR 9.3, definition 'Person engaged in the business of managing a MLTS'. Checked 2026-10-02. [^5]: 47 CFR 9.3 defines on-premises as within the fixed property, such as buildings, facilities or campus, and under the operational control of a single administrative authority. Source: [47 CFR 9.3 Definitions (Code of Federal Regulations, 2024 annual edition)](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-3.xml), 47 CFR 9.3, definition 'On-premises'. Checked 2026-10-02. [^6]: Under 47 CFR 9.16(b)(3)(i), an on-premises fixed telephone associated with an MLTS must provide automated dispatchable location no later than January 6, 2021. Source: [47 CFR 9.16 General obligations for 911 dialing, notification, and location (MLTS), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-16.xml), 47 CFR 9.16(b)(3)(i). Checked 2026-10-02. [^7]: Under 47 CFR 9.16(b)(1), a person installing, managing or operating an MLTS for use in the United States must configure it so a user can directly initiate a 911 call from any station without dialing any additional digit, code, prefix or post-fix, including a trunk-access code such as 9. Source: [47 CFR 9.16 General obligations for 911 dialing, notification, and location (MLTS), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-16.xml), 47 CFR 9.16(b)(1). Checked 2026-10-02. [^8]: Under 47 CFR 9.16(a)(1), an MLTS may not be manufactured, imported, sold or leased for use in the United States unless it is pre-configured so that, when properly installed, a user can directly dial 911 without any prefix. Source: [47 CFR 9.16 General obligations for 911 dialing, notification, and location (MLTS), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-16.xml), 47 CFR 9.16(a)(1). Checked 2026-10-02. [^9]: Under 47 CFR 9.16(b)(3)(ii), from January 6, 2022 an on-premises non-fixed MLTS device must provide automated dispatchable location when technically feasible, and otherwise dispatchable location based on end-user manual update or alternative location information. Source: [47 CFR 9.16 General obligations for 911 dialing, notification, and location (MLTS), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-16.xml), 47 CFR 9.16(b)(3)(ii). Checked 2026-10-02. [^10]: Under 47 CFR 9.16(b)(2), MLTS notification of a 911 call must be initiated contemporaneously with the 911 call where technically feasible and must not delay the call to 911. Source: [47 CFR 9.16 General obligations for 911 dialing, notification, and location (MLTS), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-16.xml), 47 CFR 9.16(b)(2)(i) and (ii). Checked 2026-10-02. [^11]: Under 47 CFR 9.16(b)(2)(iii), MLTS notification must be sent to a location where someone is likely to see or hear it. Source: [47 CFR 9.16 General obligations for 911 dialing, notification, and location (MLTS), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-16.xml), 47 CFR 9.16(b)(2)(iii). Checked 2026-10-02. [^12]: Under 47 CFR 9.16(b)(3)(iii), from January 6, 2022 an off-premises MLTS device must provide automatic dispatchable location if technically feasible, and otherwise dispatchable location based on end-user manual update or enhanced location information, which may be coordinate-based. Source: [47 CFR 9.16 General obligations for 911 dialing, notification, and location (MLTS), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-16.xml), 47 CFR 9.16(b)(3)(iii). Checked 2026-10-02. [^13]: Under 47 CFR 9.11, providers of non-fixed interconnected VoIP service must provide automated dispatchable location with 911 calls if technically feasible, and otherwise Registered Location, alternative location information, or routing to a national emergency call center, applicable from January 6, 2022. Source: [47 CFR 9.11 E911 service (interconnected VoIP), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-11.xml), 47 CFR 9.11, dispatchable location paragraph (approximately (b)(4)). Checked 2026-10-02. [^14]: Under 47 CFR 9.11, an interconnected VoIP provider must obtain the customer's Registered Location before service starts and give end users at least one way to update it that requires only the equipment used to access the service. Source: [47 CFR 9.11 E911 service (interconnected VoIP), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-11.xml), 47 CFR 9.11, Registered Location service-provider conditions (approximately (b)(2)). Checked 2026-10-02. [^15]: In Amazon Connect, 911 is enabled by default for all users in the US East (N. Virginia), US West (Oregon) and AWS GovCloud (US-West) Regions, and a 911 call is routed to emergency services. Source: [Set up US emergency calling in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html), Set up US emergency calling in Connect Customer, first paragraph. Checked 2026-10-02. [^16]: Amazon Connect provides 933 for testing; a CCP call to 933 plays back the originating number and the physical address sent with the call. Source: [Set up US emergency calling in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html), Section 'Place 911 calls from your Test Environment'. Checked 2026-10-02. [^17]: Amazon Connect requires the E911 address to be passed as a JSON string under the contact attribute key CivicAddress, using coded keys such as country, A1, A3, HNO, RD, STS and PC. Source: [Format a physical address for E911 to pass to Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/connect-format-physical-address-e911.html), Format a physical address for E911, example and key table. Checked 2026-10-02. [^18]: Amazon Connect supports only direct calls from the agent CCP to 911; it does not support transferring a call to 911 or dialing 911 while on a call. Source: [Set up US emergency calling in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html), Set up US emergency calling in Connect Customer, second paragraph. Checked 2026-10-02. [^19]: Amazon Connect's E911 dispatchable location and Kari's Law notification are customer-built from flows, Lambda and Customer Profiles rather than a managed service, so compliance depends on the customer's implementation (inferred). Source: [Retrieve an agent's address from Connect Customer when they call 911](https://docs.aws.amazon.com/connect/latest/adminguide/retrieve-agent-address-e911.html), Whole page, read with the get-and-store and format pages. Checked 2026-10-02. [^20]: Amazon Connect E911 sends location information to 911 dispatch only for agents physically located in the United States. Source: [Set up US emergency calling in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html), Paragraph 'What is Enhanced 911 (E911)?'. Checked 2026-10-02. [^21]: The Amazon Connect CivicAddress format has an optional LOC key for additional location information such as a room, limited to 60 characters with 20 or fewer recommended. Source: [Format a physical address for E911 to pass to Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/connect-format-physical-address-e911.html), Key table, row LOC. Checked 2026-10-02. [^22]: AWS states it is the customer's responsibility to validate the E911 address against a standard repository such as the Master Street Address Guide (MSAG). Source: [Format a physical address for E911 to pass to Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/connect-format-physical-address-e911.html), Note below the key table. Checked 2026-10-02. [^23]: AWS documents notifying security or HR of an agent's 911 call by adding a Create task block with custom notification logic in the outbound whisper flow, between Set contact attributes and Call phone number. Source: [Retrieve an agent's address from Connect Customer when they call 911](https://docs.aws.amazon.com/connect/latest/adminguide/retrieve-agent-address-e911.html), Section 'Add a task that sends notifications when an E911 call is placed'. Checked 2026-10-02. [^24]: AWS recommends storing an agent's usual address at setup and prompting the agent to update it at the start of each shift so the most recently validated address goes with an emergency call. Source: [Get and store an agent's validated physical address in your Connect Customer instance](https://docs.aws.amazon.com/connect/latest/adminguide/connect-workflow-e911.html), Step 1, sub-steps 1 and 2. Checked 2026-10-02. [^25]: Amazon Connect E911 stores the validated agent address in Customer Profiles using CreateProfile the first time and UpdateProfile afterwards. Source: [Get and store an agent's validated physical address in your Connect Customer instance](https://docs.aws.amazon.com/connect/latest/adminguide/connect-workflow-e911.html), Step 3 and its Note. Checked 2026-10-02. [^26]: For an Amazon Connect 911 call the origination number must be a valid US number; if the agent's number is invalid, Connect falls back to the caller ID of the queue in the agent's routing profile. Source: [Retrieve an agent's address from Connect Customer when they call 911](https://docs.aws.amazon.com/connect/latest/adminguide/retrieve-agent-address-e911.html), Note under Step 3 of the outbound whisper flow section. Checked 2026-10-02. [^27]: Amazon Connect E911 setup validates the agent's physical address with the Amazon Chime SDK ValidateE911Address API. Source: [Get and store an agent's validated physical address in your Connect Customer instance](https://docs.aws.amazon.com/connect/latest/adminguide/connect-workflow-e911.html), Step 2. Checked 2026-10-02. [^28]: Amazon Connect E911 uses an outbound whisper flow that checks whether the agent dialed 911 (or 933), calls a Lambda function that looks up the agent's address with SearchProfiles, sets it as a contact attribute and continues the call. Source: [Retrieve an agent's address from Connect Customer when they call 911](https://docs.aws.amazon.com/connect/latest/adminguide/retrieve-agent-address-e911.html), Section 'Create an outbound whisper flow that relays the physical address'. Checked 2026-10-02. [^29]: Emergency services information set up for Genesys Cloud Voice is not provided to a BYOC Cloud carrier when a customer moves to BYOC. Source: [Set up emergency services with BYOC](https://help.mypurecloud.com/articles/set-up-emergency-services-with-byoc/), Migration notice. Checked 2026-10-02. [^30]: Genesys states it is not responsible for emergency services if emergency calls are routed to BYOC trunks, and the customer must tell the BYOC carrier the physical location where its numbers are used. Source: [Set up emergency services with BYOC](https://help.mypurecloud.com/articles/set-up-emergency-services-with-byoc/), Set up emergency services with BYOC, opening paragraphs. Checked 2026-10-02. [^31]: Genesys Cloud HELD for E911 lets Poly VVX, CCX and Edge E series phones request location from a Location Information Server, configured through trunk Location Conveyance and phone base settings. Source: [Configure HTTP Enabled Location Delivery (HELD) for E911](https://help.genesys.cloud/articles/configure-http-enabled-location-delivery-held-for-e911/), Supported phones and configuration sections. Checked 2026-10-02. [^32]: Genesys instructs US administrators configuring the Emergency number plan not to alter the 911 number with a prefix or other modification, for Kari's Law compliance. Source: [Configure 911 or other emergency numbers](https://help.genesys.cloud/articles/configure-911-emergency-numbers/), Number Plans configuration section. Checked 2026-10-02. [^33]: In the US and Canada, Genesys Cloud Voice picks the emergency address in this order: the user's remote address, the ELIN assignment, the site of the user's or standalone phone, the default site for IVR numbers, and the default site for unassigned numbers. Source: [Which address is being used for a call to Emergency Services?](https://help.mypurecloud.com/faqs/which-address-is-being-used-for-a-call-to-emergency-services/), Section 'USA/Canada', rules 1 to 5. Checked 2026-10-02. [^34]: In EMEA, Genesys Cloud Voice uses the address of the Location assigned to the number at purchase or on the Number Management page. Source: [Which address is being used for a call to Emergency Services?](https://help.mypurecloud.com/faqs/which-address-is-being-used-for-a-call-to-emergency-services/), Section 'EMEA'. Checked 2026-10-02. [^35]: Emergency calls dialed from the Genesys Communicate mobile app go through the mobile device's native carrier, not Genesys VoIP services. Source: [Set your Emergency Address when working remotely](https://help.genesys.cloud/articles/set-your-emergency-address-when-working-remotely/), Note on the Communicate mobile application. Checked 2026-10-02. [^36]: Genesys Cloud Voice allows up to 100 Kari's Law notification addresses per location, as email addresses or AT&T, T-Mobile and Verizon email-to-SMS addresses. Source: [Configure Genesys Cloud Voice E911 to support Kari's Law](https://help.genesys.cloud/articles/configure-genesys-cloud-voice-e911-to-support-karis-law/), Notification addresses section. Checked 2026-10-02. [^37]: Genesys Cloud Voice Kari's Law notification is US-only: Canadian addresses are not supported for notifications, and SMS notifications only for US addresses. Source: [Configure Genesys Cloud Voice E911 to support Kari's Law](https://help.genesys.cloud/articles/configure-genesys-cloud-voice-e911-to-support-karis-law/), Scope note. Checked 2026-10-02. [^38]: Genesys Cloud Voice Kari's Law 911 notifications are configured by sending completed CSV templates with the org ID, location address and location IDs to genesyscloudvoice-na@genesys.com, not in the admin UI. Source: [Configure Genesys Cloud Voice E911 to support Kari's Law](https://help.genesys.cloud/articles/configure-genesys-cloud-voice-e911-to-support-karis-law/), Configuration procedure. Checked 2026-10-02. [^39]: Genesys states Genesys Cloud Voice supports RAY BAUM'S Act in the United States and Canada for orgs in the US-East-1, US-East-2, US-West-2 and CA-Central-1 regions. Source: [Set your Emergency Address when working remotely](https://help.genesys.cloud/articles/set-your-emergency-address-when-working-remotely/), First paragraph. Checked 2026-10-02. [^40]: A Genesys Cloud user can set a remote emergency address from the Dialpad, from the ACD dialpad under Start a Conversation, or from My Details, using Update emergency address. Source: [Set your Emergency Address when working remotely](https://help.genesys.cloud/articles/set-your-emergency-address-when-working-remotely/), Procedure sections for setting the address. Checked 2026-10-02. [^41]: To use the Genesys Cloud remote emergency address, the site must be configured for emergency services and each agent must have an individual DID; shared numbers and extensions are not supported. Source: [Set your Emergency Address when working remotely](https://help.genesys.cloud/articles/set-your-emergency-address-when-working-remotely/), Prerequisites paragraph. Checked 2026-10-02. [^42]: Genesys says Genesys Cloud Voice emergency service can fail during a power outage or Internet failure, and customers must put warning labels on all equipment that connects to the service. Source: [About Genesys Cloud Voice](https://help.genesys.cloud/articles/about-genesys-cloud-voice/), Section 'Emergency services'. Checked 2026-10-02. [^43]: An agent softphone used from the agent's home is likely an off-premises MLTS device under 47 CFR 9.16(b)(3)(iii), so a location the agent updates by hand is an acceptable fallback only where automatic dispatchable location is not technically feasible (inferred). Source: [47 CFR 9.16 General obligations for 911 dialing, notification, and location (MLTS), 2024 annual edition](https://www.govinfo.gov/content/pkg/CFR-2024-title47-vol1/xml/CFR-2024-title47-vol1-sec9-16.xml), 47 CFR 9.16(b)(3)(iii) read with 47 CFR 9.3 definition of On-premises. Checked 2026-10-02. [^44]: Because each vendor's agent E911 depends on a specific telephony option and a per-agent location step (MyE911, a Profiles address or a Genesys remote address), agents outside those conditions need a separate emergency path such as a mobile phone or a UC client with its own E911 (inferred). Source: [Set your Emergency Address when working remotely](https://help.genesys.cloud/articles/set-your-emergency-address-when-working-remotely/), Prerequisites and Communicate mobile note, read with aws-connect-setup-us-emergency-calling and cisco-help-nvfbjts-wxcc-emergency-calling-admin. Checked 2026-10-02. [^45]: Webex Calling enhanced emergency calling with RedSky applies to locations in the United States, its territories and Canada. Source: [Enhanced Emergency Calling for Webex Calling](https://help.webex.com/en-us/article/av6oo3/Enhanced-Emergency-Calling-for-Webex-Calling), Enhanced emergency calling for Webex Calling, overview. Checked 2026-10-02. [^46]: Cisco states that Webex Calling emergency call recording does not apply to calls initiated from Contact Center over the Real Time Media Service (RTMS) trunk. Source: [Enhanced Emergency Calling for Webex Calling](https://help.webex.com/en-us/article/av6oo3/Enhanced-Emergency-Calling-for-Webex-Calling), Enhanced emergency calling for Webex Calling, emergency call recording section. Checked 2026-10-02. [^47]: When a Webex Contact Center agent dials 911 from the WebRTC Embedded Desktop, the call is routed to RedSky, which determines location and routes to the PSAP. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section 'Manage emergency services with Control Hub'. Checked 2026-10-02. [^48]: Webex Contact Center agent E911 setup includes RedSky alert subscriptions that direct 911 call notifications to designated recipients. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section 'Configure locations and alerts'. Checked 2026-10-02. [^49]: For Webex Contact Center organizations using Bundled PSTN services provided by Cisco, use of RedSky for managing emergency calls is mandatory. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section on RedSky (introduction to RedSky as third-party provider). Checked 2026-10-02. [^50]: For Webex Contact Center agent E911, the emergency callback number is entered when the user is added in RedSky. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section 'To add new users in RedSky'. Checked 2026-10-02. [^51]: In Control Hub, the administrator reaches the Emergency Call Settings page and selects the Enhanced emergency calling option under the Calling tab to start Webex Contact Center agent E911 setup. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section 'Manage emergency services with Control Hub'. Checked 2026-10-02. [^52]: Cisco lists three requirements for Webex Contact Center WebRTC agent emergency calling under Kari's Law and RAY BAUM'S Act: direct 911 dialing without extra codes, notification of designated personnel, and conveying location including floor or room to responders. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Introduction, list of Kari's Law and Ray Baum's Act requirements. Checked 2026-10-02. [^53]: Webex Contact Center agents install the RedSky MyE911 application on their machine and enter https://wxc.e911cloud.com as the RedSky Cirrus Cloud Host during setup. Source: [Provision Emergency Calling in Webex Contact Center for Agents](https://help.webex.com/en-us/article/mwjlgk), Provision Emergency Calling in Webex Contact Center for Agents, installation steps. Checked 2026-10-02. [^54]: After installing MyE911, the Webex Contact Center agent verifies their email with a code, and if MyE911 cannot determine the location the RedSky location page opens for the agent to enter and verify their current location. Source: [Provision Emergency Calling in Webex Contact Center for Agents](https://help.webex.com/en-us/article/mwjlgk), Provision Emergency Calling in Webex Contact Center for Agents, verification and location steps. Checked 2026-10-02. [^55]: Webex Contact Center emergency calling for WebRTC agents requires the no-cost Webex Calling PSTN Services add-on on the subscription. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section 'Complimentary $0 Webex Calling Add-On' and 'Conduct a System readiness check'. Checked 2026-10-02. [^56]: Webex Contact Center E911 setup includes creating a RedSky account from Control Hub with an administrative email and a password of at least 16 characters. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section 'Set up a RedSky account'. Checked 2026-10-02. [^57]: Cisco provides E911 for Webex Contact Center agents and supervisors who use the WebRTC-enabled Agent Desktop, using RedSky as the third-party emergency service provider. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Provision Emergency Calling in Webex Contact Center for Administrators, introduction. Checked 2026-10-02. [^58]: Webex Contact Center E911 setup separates a RedSky access step for testing location configuration from an Emergency call routing step that activates emergency calling from the location. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section 'Manage emergency services with Control Hub'. Checked 2026-10-02. [^59]: Cisco states that Webex Contact Center agents provisioned with a WebRTC-enabled desktop do not have access to traditional telephony devices, which is why the desktop itself must support 911. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Introduction paragraph. Checked 2026-10-02. [^60]: For Webex Contact Center agent E911, administrators define Buildings and Locations in RedSky and configure a network wiremap using IP addresses, BSSIDs and MAC addresses. Source: [Provision Emergency Calling in Webex Contact Center for Administrators](https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators), Section 'Configure locations and alerts'. Checked 2026-10-02.