Enhanced emergency calling for Webex Calling

Publisher

Cisco Systems (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

2026-09-24

HTTP status

200

License

Cisco copyright; no-redistribution; short excerpts and locators only

Source notes citing this source

• Without enhanced emergency calling, Webex Calling relies on telephone-number-based location detection, deriving location from the caller ID asserted on the emergency call. in context
• With enhanced emergency calling enabled at a Local Gateway location, emergency calls go to the E911 service instead of the Local Gateway. in context
• Webex Calling enhanced emergency calling (RedSky) is available in the US, its territories and Canada; locations elsewhere continue to send emergency calls to the PSTN. in context
• A Webex Calling 933 test call reaches an IVR that announces the caller ID and currently known address without alerting emergency services. in context
• To turn on Webex Calling enhanced emergency calling for a location you enable it, authorise RedSky to receive network data and test calls, place 933 test calls from several device types, and only then turn on Route Emergency Calls to RedSky. in context
• In Webex Calling, HELD-capable devices (Cisco MPP phones, Room/Desk/Board and Webex App) are located by network discovery, while non-HELD phones such as Poly and Yealink use a static location tied to their caller ID. in context
• Webex Calling's nomadic E911 service prompts Webex App users on an off-premises network to enter a dispatch address and reuses it when they reconnect to that network. in context
• With RedSky enabled for Webex Calling, notifications configured in the RedSky admin portal can go to multiple email and SMS recipients. in context
• Webex Calling enhanced emergency calling uses RedSky to route 911 calls with validated location to the PSAP in the US, its territories and Canada, and is included with the Webex Calling entitlement for US users. in context
• If RedSky cannot determine a Webex Calling caller's location, the call goes to an emergency calling relay centre and the cost is billed to the customer. in context
• Webex App on desktop ignores VPN and virtual network interfaces for emergency location, and Intrado does not support VPN-based location detection. in context
• For Webex Calling network-based location, the RedSky portal is populated with buildings and civic addresses plus wireless BSSIDs, LLDP switch MACs, switch ports and IP subnets. in context
• Provisioning a new RedSky account can take up to two business days. in context
• If an address a user enters in Webex App cannot be found, a suggested address is shown for the user to review and apply. in context
• A Control Hub toggle can automatically create RedSky E911 buildings and locations for Webex Calling locations; it is off by default for Webex Calling customers and on by default for Webex Wholesale. in context
• E911 buildings (with full civic address) and locations within them (such as a floor or wing) are created in the RedSky administration portal, not in Control Hub. in context
• CDP is not supported for RedSky network discovery from the Webex App; LLDP, BSSID, IP address and gateway MAC are used instead. in context
• Webex App on a mobile platform with a cellular connection does not use RedSky; emergency calls go through the native dialer over the cellular network. in context
• The location-level setting 'Allow RedSky to receive network connectivity information and test calls' lets MPP phones place calls to RedSky's emergency test number 933. in context
• To create a new RedSky account from Control Hub, the admin enters the email to use as the RedSky administrator login and the partner's organisation ID. in context
• A user whose primary number is a non-mobile US or Canadian number can be given a custom emergency service address that overrides the location default, under Management > Users > Calling > Numbers. in context
• DECT handsets and ATAs do not communicate with the RedSky service, so the RedSky portal needs a location associated with their caller ID. in context
• Deleting a location in Control Hub does not automatically delete the corresponding building and location from the RedSky portal. in context
• To link an existing RedSky account, the admin chooses to log in to the existing account and enters the partner administrator email, the partner administrator password and the RedSky Organization ID. in context
• Networks must allow access to https://api.wxc.e911cloud.com and https://wxc.e911cloud.com for the RedSky integration. in context
• HELD-capable MPP devices report their network environment (upstream LLDP switch, wireless access point BSSID, IP address or MAC addresses) to RedSky using HTTP Enabled Location Delivery. in context
• HELD devices must be resynced or reinitialised to pick up the new configuration; otherwise a device may check for configuration updates within the next 24 hours. in context
• At a RedSky-enabled location using a Local Gateway, emergency calls are sent to the E911 service instead of the local gateway, including from nomadic endpoints of users assigned to the location. in context
• At a Local Gateway location that is not RedSky-enabled, all calls including emergency calls are routed through the local gateway. in context
• Enabling Enhanced Emergency Calling on a Webex Calling location (Management > Locations > Calling) and saving changes the location state to Location Integration On. in context
• The Control Hub wizard warns that if building and location details are not added in RedSky, emergency calls are re-routed to relay centres. in context
• HELD-capable MPP phones do not let the user hang up an emergency call; the far end must release it, and the phone can be manually reset to release the line if needed. in context
• MPP devices do not allow mid-call features such as hold, conference and transfer on emergency calls. in context
• When a nomadic user takes Webex App to an off-premises network, the app prompts the user to enter a dispatchable address. in context
• When a user reconnects to an off-premises network for which they already provided an address, Webex App reuses that address automatically. in context
• For non-HELD-capable devices, RedSky determines location from the caller ID asserted in the test or emergency call. in context
• Cisco recommends that non-HELD devices are not moved between locations without administrator approval. in context
• Control Hub offers an option to opt the organisation out of the RedSky service when the PSTN provider handles emergency calling, in which case telephone-number-based emergency service (emergency callback number) applies. in context
• The organisation-level RedSky setup is reached in Control Hub under Services > PSTN & Routing > Settings > Enhanced Emergency Calling. in context
• A computer connected through a phone's pass-through port cannot read the switch's LLDP information because LLDP frames stop at the phone. in context
• Phones and the Webex client communicate with the RedSky service over port 443. in context
• At a RedSky-enabled location using PSTN service, emergency calls from all endpoints (hard phones and portable endpoints) are sent to the E911 service instead of the configured PSTN. in context
• On-site emergency call alerts for the RedSky integration are configured in the RedSky administration portal and can go to recipients by email, SMS or a desktop application. in context
• Relay centre call costs are passed back to the customer when the user had not provided an emergency address in Webex App or configuration was incorrect. in context
• If the E911 service cannot find a dispatchable location for a device placing an emergency call, the call goes to an emergency calling relay centre whose agent works with the caller to route it. in context
• Turning off 'Route Emergency Calls to RedSky' on a location is the reversal of the final step, and emergency calls would then presumably follow the location's normal PSTN or Local Gateway path with telephone-number-based handling. inferred in context
• After test calls are confirmed, turning on 'Route Emergency Calls to RedSky' for the location and saving changes its state to Routing On. in context
• The Webex Calling enhanced emergency calling (RedSky) service applies to Webex Calling locations in the United States, its territories and Canada; locations elsewhere keep standard PSTN emergency handling. in context
• 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
• Test calls can be placed from every endpoint assigned to the location, including HELD-capable devices, soft phones and non-HELD devices. in context
• The RedSky integration is provisioned and validated in two independent portals: Control Hub and the RedSky administration portal. in context
• Webex Calling users in the US are entitled to the RedSky E911 service with their Webex Calling entitlement; users in Canada need a RedSky license. in context
• The wiremap built in the RedSky portal associates network elements with the E911 locations, and location configuration there is required for RedSky to detect caller locations. in context
• The Control Hub E911 wizard requires the admin to confirm that alerts were set up in the E911 administration portal, stating that FCC regulations require an emergency response team to be notified of 911 calls. in context
• The Control Hub 'Configure E911 location' wizard walks through updating service settings, setting up alerts, configuring network elements and enabling emergency calling, each requiring confirmation that the matching RedSky portal work is done. 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-b

BibTeX

@misc{warmtransfer-cisco-help-av6oo3-enhanced-emergency-calling-b,
  title  = {Enhanced emergency calling for Webex Calling},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-av6oo3-enhanced-emergency-calling-b},
  note   = {Cisco Systems (Webex Help Center), accessed 2026-09-24}
}