Enhanced Emergency Calling for Webex Calling

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/av6oo3/Enhanced-Emergency-Calling-for-Webex-Calling

Published

2026-08-21

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Webex Calling enhanced emergency calling with RedSky applies to locations in the United States, its territories and Canada. in context
• 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. in context
• Inference: in Webex Calling multi-tenant, the job Emergency Responder does on premises (discovering where a device is and choosing the PSAP route) falls to RedSky network discovery through HELD rather than to a customer-run Emergency Responder server. No source reviewed says Emergency Responder is deployed in Webex Calling multi-tenant. inferred in context
• In Webex Calling, HELD-capable MPP phones and the Webex App find their location by network discovery (upstream LLDP switch, WAP BSSID, IP or MAC); devices that cannot use HELD are located from the caller ID asserted on the call. in context
• Enhanced emergency calling for Webex Calling uses RedSky (with Intrado also named) and is available in the U.S., its territories and Canada; other locations continue to use the PSTN for emergency calls. in context
• Cisco's Webex Calling enhanced-emergency-calling article states that RedSky also integrates with Cisco Emergency Responder and Unified CM. in context
• For Webex App network discovery in Webex Calling, Cisco Discovery Protocol (CDP) is not supported; the desktop app reports BSSID, IP address, upstream gateway MAC and LLDP information. in context
• If a HELD-capable MPP device's network location cannot be determined, Webex Calling enhanced emergency calling falls back to the phone-number-based address, and RedSky offers a 'Use DID for Fall-Back Routing of HELD' option. in context
• In Webex Calling enhanced emergency calling, Cisco MPP devices use HTTP Enabled Location Delivery (HELD) to report their network environment to RedSky. in context
• Webex Calling enables RedSky per location in two stages: first allow RedSky to receive network connectivity information and test calls (state Location Integration On), place 933 test calls, then turn on Route Emergency Calls to RedSky (state Routing On). in context
• Webex Calling MPP phones report the upstream LLDP-enabled switch, the wireless access point BSSID, the IP address, or their MAC addresses for RedSky to match against configured locations. in context
• Webex Calling devices that do not support HELD, such as Poly VVX/Trio and Yealink phones, are located by the caller ID sent with the emergency call rather than by network discovery. in context
• When a computer running Webex App connects through an IP phone's pass-through port, the app cannot read LLDP information because the switch's LLDP packets stop at the phone. in context
• If Webex Calling E911 service cannot find a dispatchable location for a device placing an emergency call, the call goes to a relay center, and relay charges may be passed to the customer when the user entered no address or RedSky was misconfigured. in context
• Webex desktop app on Windows and macOS ignores all VPN and virtual network interfaces for emergency network discovery, filtering on Windows by the Virtual parameter of the network adapter. in context
• Cisco advises placing 933 test calls before enabling full 911 routing for a Webex Calling location with RedSky; the 933 call reaches an IVR that announces the caller ID and currently known address for the device. in context
• The Webex App desktop client reports BSSID, IP address and upstream default gateway MAC for RedSky location, and ignores VPN and virtual network interfaces. in context
• Off-premises, the Webex App prompts the user for a dispatch address only when it connects from an off-premises network it has not seen before, and reuses the earlier address on a known network. in context
• For HELD-capable Cisco MPP phones on Webex Calling with RedSky, location is found by matching the upstream LLDP switch, WAP BSSID, IP address or MAC addresses against the RedSky network map. in context
• If RedSky cannot determine any location for a Webex Calling emergency caller, it routes the call to a relay center where agents ask the caller for their location. in context
• For Webex Calling devices that are not HELD-capable, RedSky determines location from the caller ID asserted in the test or emergency call. in context
• Webex Calling 933 test calls can be placed from all endpoints assigned to the location, including HELD-capable devices, soft phones and non-HELD devices. in context
• Cisco instructs Webex Calling admins to place 933 test calls to confirm calls route properly before enabling full 911 routing for a location. in context
• In Webex Calling enhanced emergency calling (RedSky), a 933 test call connects the caller to an IVR that announces the caller ID and the currently known address for that device. in context
• The Webex Calling E911 service provides dynamic, location-based routing to PSAPs only in the US, its territories and Canada. in context
• In Webex Calling, US or Canada locations can use E911, while international locations continue to use their PSTN connection for emergency calling. in context
• For Webex Calling, email and SMS recipients for 911 and 933 test call notifications are configured in the RedSky portal, and a location can have several recipients. in context
• The Webex App on desktop and mobile uses HELD+ to send the Wi-Fi access point BSSID, its IP address and the upstream default gateway MAC address to RedSky. in context
• The Webex Calling article lists Cisco ATA 191 and 192 among devices supporting dynamic location but also says ATA devices do not talk to RedSky and need caller ID configuration. disputed in context
• Canadian Webex Calling users need separately obtained RedSky licensing through Cisco or a service partner. in context
• Emergency calls placed over the native cellular network from a mobile device do not go through RedSky. in context
• Control Hub is linked to a customer's RedSky organization by entering the HELD Company ID and Secret Key shown in the HELD section of the RedSky portal. in context
• Cisco 9800 Series and 8875 phones on Webex Calling can take civic location from LLDP-MED location TLVs sent by the network switch. in context
• In Control Hub a location's RedSky state moves from Location Integration On after HELD configuration to Routing On after 911 routing is enabled. in context
• Hold, conference and transfer are unavailable during emergency calls on MPP devices in the Webex Calling RedSky service. in context
• Cisco MPP phones on Webex Calling report their network environment to RedSky using HELD, and RedSky determines location by matching it against the customer's wiremap. in context
• Off-premises Webex App users whose network is not in the wiremap provide a dispatchable address themselves (nomadic E911). in context
• Webex Calling devices that do not support HELD, such as Poly VVX and Yealink phones, get a static location based on their caller ID number. in context
• Webex Calling enhanced emergency calling with RedSky applies to the United States, its territories and Canada; locations in other countries keep using PSTN-provider emergency service. in context
• The Webex Calling enablement order is: turn on enhanced emergency calling for the organization, enter HELD credentials, enable the service per location, allow network connectivity information collection, test with 933, then enable Route Emergency Calls to RedSky. in context
• Cisco directs Webex Calling admins to place 933 test calls before turning on routing of 911 calls to RedSky. in context
• US Webex Calling users receive the RedSky entitlement at no additional charge. in context
• RedSky location detection for Webex Calling does not support VPN; VPN interfaces are filtered out. in context
• Webex Calling enhanced emergency calling applies to US and Canada locations; locations in other countries keep using PSTN-based emergency calling. in context
• HELD+-capable Webex devices, including the Webex App, report their network environment for emergency location using the upstream LLDP switch, wireless access point BSSID, IP address or upstream gateway default MAC address; devices without HELD rely on the Caller ID asserted in the call. in context
• Cisco's Webex Calling enhanced emergency calling integration does not support VPN-based location detection; Webex desktop ignores VPN and virtual network interfaces, and wiremap entries should use network elements other than VPN configurations. in context
• With Webex Calling enhanced emergency calling, when a nomadic user takes the Webex App off-premises, the app prompts the user to enter a dispatch address, and it reuses that address automatically when the user reconnects to the same network. in context
• If the Webex Calling E911 service cannot find a dispatchable location for a device that places an emergency call, the call goes to an emergency calling relay center. in context
• Emergency calling configuration is verified by dialling 933 from each location before live 911 routing is enabled; the IVR confirms the caller's ID and the known address. in context
• Enhanced Emergency Calling is enabled for the organisation in Control Hub by entering a HELD Company ID and Secret Key obtained from RedSky and toggling Enhanced Emergency Calling on, then enabling the service location by location. in context
• The Webex Calling E911 service is documented as addressing RAY BAUM'S Act Phase 2, effective January 2022, which requires accurate dispatchable addresses for nomadic and non-fixed devices, and Kari's Law, which requires notification when a 911 call is placed. in context
• Automatic location detection for emergency calls depends on network wiremap information loaded into RedSky, including wireless access point MAC addresses, LLDP switch data and IP subnets, mapped to buildings and locations with floor or room level detail. in context
• Only compliance officers can play, list or delete all emergency call recordings. in context
• Users cannot pause or stop an emergency call recording. in context
• Emergency calls can be recorded even when call recording is not enabled for the line placing the call. in context
• Before emergency call recording can be activated, general call recording must be enabled for the organization and a recording provider must be selected. in context
• For each location, toggle on Enhanced Emergency Calling, allow RedSky test calls, place test calls to 933, and only after they route correctly toggle on Route Emergency Calls to RedSky. in context
• At a location with PSTN and the E911 service enabled, emergency calls are identified and sent to the E911 service instead of the configured PSTN. in context
• Enabling enhanced emergency calling requires a RedSky account with a HELD Company ID and secret key, plus network details such as access points, switches and IP subnets. in context
• Webex Calling enhanced emergency calling (RedSky) is set up for U.S. and Canada locations, while international locations continue to use standard PSTN routing for emergency calls. in context
• With RedSky, a non-HELD device whose asserted caller ID is an ECBN that is not matched to an address in RedSky probably cannot get a dispatchable location and would go to the relay center. inferred in context
• Besides RedSky, Cisco documents Intrado as a configurable enhanced emergency calling provider for Webex Calling. in context
• Canadian users need a RedSky license obtained through Cisco or the service partner. in context
• Cisco's enhanced emergency calling with RedSky is offered for Webex Calling locations in the US, its territories and Canada. in context
• HELD-capable endpoints for RedSky location discovery include Cisco 6800, 7800 and 8800 Series MPP desk phones and Webex App; Poly VVX and Yealink phones are treated as non-HELD. in context
• Emergency calls from MPP phones whose location was not discovered through HELD (not on the RedSky wiremap) are treated based on their asserted caller ID. in context
• For non-HELD devices the RedSky E911 service determines location from the caller ID asserted on the test or emergency call, looking for a matching DID in Locations or Users and using that address. in context
• If the E911 service cannot find a dispatchable location for the calling device, the emergency call is routed to an emergency calling relay center. in context
• Emergency calls go to RedSky only after the admin toggles on 'Route Emergency Calls to RedSky' for the location, which Cisco says to do after 933 test calls route correctly. in context
• Cisco's enhanced emergency calling article states that proper callback to the user relies on the ECBN associated with the user's location or phone number. in context
• For a RedSky location, the administrator first enables network connectivity sharing, places test calls to 933 (which announce the caller ID and known address), and only then turns on Route Emergency Calls to RedSky. in context
• An organization whose PSTN service provider handles emergency calling can opt out of Enhanced Emergency Calling, and emergency calls then route through the existing PSTN provider. in context
• After Enhanced Emergency Calling is enabled for the organization, it must be turned on separately for each location under Management > Locations > (location) > Calling > Enhanced Emergency Calling. in context
• Enhanced Emergency Calling for Webex Calling uses RedSky's cloud E911 service for dynamic location-based routing to PSAPs and is available for the U.S., its territories and Canada. in context
• Cisco instructs administrators to place test calls to 933 to confirm routing before enabling full 911 routing for a location. in context
• At locations enabled for Cisco's RedSky enhanced emergency calling, emergency calls are identified and sent to the E911 service instead of the location's configured PSTN or Local Gateway. in context
• An organization whose PSTN provider handles emergency calling can opt out of enhanced emergency calling, in which case emergency calls follow the provider's routing and the customer must confirm the provider can handle them. in context
• If the E911 service cannot find a dispatchable location for the calling device, the emergency call is routed to an emergency calling relay center, and relay center charges are billed back to the partner or customer. in context
• The Webex App on a mobile platform with a cellular connection does not use RedSky for emergency calls. The call goes through the native dialer over the cellular network, and the app shows a pop-up confirming a cellular emergency call was placed. in context
• If the cellular emergency call fails, the pop-up offers to place the call through the Webex App over Wi-Fi, but those Wi-Fi calls do not give emergency services the caller's location as cellular calls do. in context
• Enhanced Emergency Calling for Webex Calling covers the United States, United States territories and Canada; locations elsewhere must rely on local PSTN emergency routing. in context
• Cisco states that to comply with Public Law 115-127, known as Kari's Law, any call made from within the organisation to emergency services must generate an email notification. in context
• Cisco states that RAY BAUM'S Act Phase 2 began in January 2022 and requires emergency calls to send a correct dispatch address for non-fixed devices and for nomadic users. in context
• 2 service options are named: Nomadic E911 Service, in which off-premises Webex App users enter a dispatch address manually, and Enhanced Location-Based E911, which determines location automatically using HELD+, LLDP-MED or caller-identity-based location. in context
• Emergency calls from unrecognised locations are routed to a relay centre and the customer is billed for that relay handling. in context
• Cisco names 4 enhanced location choices for Webex Calling emergency calls: HTTP Enabled Location Delivery and HELD+ for dynamic location by network discovery on Cisco MPP phones and the Webex App, LLDP-MED for location from network switch location type-length-values on 9800 and 8875 phones, the Nomadic E911 Service for a user-entered dispatch address on the Webex App, and Caller ID-based location for non-HELD devices such as Poly and Yealink phones. in context
• Cisco states that the primary provisioning link between Webex Calling and the RedSky E911 service is the HELD Company ID and Secret Key from the RedSky administration portal, copied into the Webex Calling configuration when the RedSky account is created and used to correlate HELD location requests and 911 and 933 call signalling to the right customer. in context
• When a user makes an emergency call from a line that belongs to a different location, the call is routed to the nearest Public Safety Answering Point based on the physical location of the device rather than the location the line belongs to. in context
• When a nomadic Webex App user takes the app to an off-premises location it prompts the user for a dispatch address, uses that address for a 911 call from that location, and reuses the address automatically the next time the user connects to the same off-premises network; the app detects network changes and prompts again only when the user connects from a different off-premises network. in context
• An organisation may opt out of the RedSky E911 service where its PSTN service provider handles emergency calling, in which case the PSTN provider sends the emergency service address associated with the telephone number. in context
• Webex Calling's E911 service provides dynamic location-based emergency call routing to Public Safety Answering Points across the United States its territories and Canada using the Presence Information Data Format Location Object. in context

Cite this source record

APA

WarmTransfer. (2026, August 21). Enhanced Emergency Calling for Webex Calling. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-av6oo3-enhanced-emergency-calling

BibTeX

@misc{warmtransfer-cisco-help-av6oo3-enhanced-emergency-calling,
  title  = {Enhanced Emergency Calling for Webex Calling},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-av6oo3-enhanced-emergency-calling},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}