Provision Emergency Calling in Webex Contact Center for Administrators

Publisher

Cisco

URL

https://help.webex.com/en-us/article/nvfbjts/Provision-Emergency-Calling-in-Webex-Contact-Center-for-Administrators

Published

2024-09-08

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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. in context
• Webex Contact Center agent E911 setup includes RedSky alert subscriptions that direct 911 call notifications to designated recipients. in context
• For Webex Contact Center organizations using Bundled PSTN services provided by Cisco, use of RedSky for managing emergency calls is mandatory. in context
• For Webex Contact Center agent E911, the emergency callback number is entered when the user is added in RedSky. in context
• 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. in context
• 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. in context
• Webex Contact Center emergency calling for WebRTC agents requires the no-cost Webex Calling PSTN Services add-on on the subscription. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context

Cite this source record

APA

WarmTransfer. (2024, September 8). Provision Emergency Calling in Webex Contact Center for Administrators. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nvfbjts-wxcc-emergency-calling-admin

BibTeX

@misc{warmtransfer-cisco-help-nvfbjts-wxcc-emergency-calling-admin,
  title  = {Provision Emergency Calling in Webex Contact Center for Administrators},
  author = {{WarmTransfer}},
  year   = {2024},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nvfbjts-wxcc-emergency-calling-admin},
  note   = {Cisco, accessed 2026-10-02}
}