Routing emergency calls

Publisher

Zoom Communications

URL

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061026

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Zoom proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• For US and Canada BYOC numbers, Zoom lets the admin choose whether emergency calls go through the BYOC carrier or through Zoom ('Target Carrier for routing emergency calls placed by BYOC numbers'); for BYOC numbers outside the US and Canada the carrier is fixed. in context
• Zoom Phone can route emergency calls to the PSAP (9-1-1 when the emergency address is in the US or Canada), to an internal safety response team, to both in parallel, or to the safety team first and then the PSAP if unanswered. in context
• When BYOC emergency calls are routed through the carrier Zoom can show detected nomadic addresses in call logs and to internal safety teams but cannot pass them to the PSAP. in context
• BYOC numbers outside the US and Canada must use the BYOC carrier for emergency calling and the target-carrier setting cannot be changed for them. in context
• Who holds the emergency address of record for a US or Canada BYOC number likely depends on the Target Carrier setting: Zoom-managed addresses when routed via Zoom and the carrier's address records when routed via the carrier. inferred in context
• For US and Canada BYOC numbers the admin chooses in the emergency routing settings whether emergency calls go through Zoom or the third-party BYOC carrier. in context
• For BYOC numbers, an admin can choose which carrier (Zoom or the BYOC carrier) handles emergency calls, and when the BYOC carrier is used the address given to the PSAP comes from the BYOC carrier's records. in context
• When emergency calls go to an internal safety response team call queue, that queue's business hours must be 24 hours, 7 days a week and its overflow must be Disconnect or Forward to Call Queue. in context
• For US and Canada BYOC numbers, admins can route emergency calls via the BYOC carrier or via Zoom; BYOC numbers outside the US and Canada must use the BYOC carrier. in context
• Admins can enable email notifications whenever a phone user calls the emergency number; the email includes the caller's name, email, time zone, extension and assigned numbers. in context
• The caller ID presented to the PSAP on a Zoom Phone emergency call can be a temporary number from a local or account emergency pool or a dedicated direct number. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Routing emergency calls. WarmTransfer. https://warmtransfer.net/knowledge/sources/zoom-kb0061026-routing-emergency-calls

BibTeX

@misc{warmtransfer-zoom-kb0061026-routing-emergency-calls,
  title  = {Routing emergency calls},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/zoom-kb0061026-routing-emergency-calls},
  note   = {Zoom Communications, accessed 2026-09-24}
}