emergency calling · published

Webex Calling enhanced emergency calling

Verified 2026-09-16 · 35 sources · tier 2

Also known as 933, ECBN, ELIN, ESA.

Enhanced Emergency Calling for Webex Calling provides dynamic location-based emergency call routing to Public Safety Answering Points (PSAPs) across the United States, its territories, and Canada using the Presence Information Data Format Location Object (PIDF-LO) 22. For locations outside these jurisdictions, Webex Calling must rely on local PSTN emergency routing 3.

Service options and location determination

Cisco names 2 service options: Nomadic E911 Service, where 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 6. 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 nomadic users 5.

Across Webex Calling emergency calls, Cisco identifies 4 enhanced location choices 13:

HTTP Enabled Location Delivery (HELD) and HELD+ for dynamic location by network discovery on Cisco MPP phones and the Webex App 13.
LLDP-MED for location derived from network switch location type-length-values on 9800 and 8875 phones 13.
Nomadic E911 Service for a user-entered dispatch address on the Webex App 13.
Caller ID-based location for non-HELD devices, including Poly and Yealink phones 13.

When a nomadic Webex App user moves off-premises, the application prompts the user for a dispatch address, uses that address for a 911 call from that location, and reuses it automatically whenever the user connects to that same off-premises network 18. The application detects network changes and prompts again only upon connecting to a different off-premises network 18. Soft clients running on non-fixed devices with cellular capability bypass Webex Calling entirely: Cisco states that these clients pass emergency calls to the native dialer, meaning the call never reaches Webex Calling or the location's PSTN, Webex Calling does not detect the call, and no record or processing is provided 10.

When a line belonging to another location places an emergency call, routing directs the call to the nearest PSAP based on the device's physical location rather than the assigned location of the line 17. Calls placed from unrecognised locations route to a relay centre, and the customer is billed for relay handling 7.

RedSky integration and PSTN routing

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 14. Copied into the Webex Calling configuration at RedSky account creation, these credentials correlate HELD location requests and 911 and 933 call signalling to the correct customer 14.

An organisation may opt out of RedSky E911 where its PSTN service provider handles emergency calling, in which case the PSTN provider supplies the emergency service address associated with the telephone number 21. Setting up an emergency service address is mandatory once a Cisco Calling Plan is enabled for a location 2. Furthermore, Cisco states that Webex Calling does not know or store the Emergency Service Address for an emergency call; the address is supplied by the PSTN provider, typically via a static mapping to the received Emergency Callback Number (ECBN) 23.

Testing in North America can be performed using 933, which Cisco notes allows testing without calling a PSAP; many PSTN providers answer 933 with an interactive voice response repeating the callback number and emergency service address 9. Cisco also states that Webex Calling does not support the configuration of multiple fixed devices across different locations, although RedSky can support it 9.

Emergency Location Identification Numbers (ELIN)

Emergency calling with ELIN is available by default in Webex Calling and requires no separate enablement 27. Numbers are assigned dynamically and automatically from a pool belonging to the caller's location, rather than being assigned to individual users or workspaces 27. Once an ELIN is assigned, it cannot be reused until released by a location-level expiry timer 27.

The location-level ELIN expiry timer is configurable from 10 to 1440 minutes, defaulting to 60 minutes 25. During an active emergency call, the system resets this timer every 5 minutes and again at call termination, ensuring the assignment persists for the full configured duration after the call ends 25.

Callbacks to active ELIN assignments route immediately to the associated user or workspace, with Webex Calling temporarily disabling call forwarding, voicemail, and similar diversion services 24. An inbound callback does not extend the ELIN assignment duration, and emergency call recording applies to the callback if enabled 24.

If a workspace is configured to use its own number for emergency callback, the system still takes an ELIN from the location pool if one is available; the workspace number is used only when the pool is exhausted 29. If no ELIN is available or ELIN use is prohibited for the caller, Webex Calling falls back to the configured ECBN 26.

A callback to an expired ELIN routes to the location's assigned ECBN, but is rejected with a User Not Found message if no ECBN is assigned 26. Any internal call or redirection to an ELIN is also rejected with a User Not Found message, as ELINs are reserved exclusively for external emergency callbacks 26. Calls made within Webex Meetings or via click-to-call do not route to ELINs or their ECBN fallbacks 28. Emergency test calls to 933 use an ELIN if available, but do not generate an assignment 28.

ECBN rules and call blocking

Cisco states that both the Location Default ECBN and an Assigned Number from the user's location must terminate at a live answering point, such as a receptionist, and cannot route to an auto attendant, interactive voice response, or other automated service 12. A hunt group number may be assigned as an ECBN, though Cisco warns that an agent answering a callback may differ from the caller and be unaware of the emergency 15. Additionally, enabling Call Forwarding and Advance when busy on that hunt group can prevent the group from alerting agents 15.

If a key user—a user whose direct number serves as the ECBN for another user—or their number is deleted, the affected user's ECBN automatically reverts to their own direct telephone number if available, or otherwise to the location default ECBN 11.

For workspace devices configured to block inbound PSTN calls, outbound emergency calls function normally 16. To ensure PSAP callbacks succeed, Webex Calling relaxes inbound blocking for 60 minutes on the dialling device when an incoming call presents a Priority header of emergency 16.

Emergency call notifications

Cisco states that to comply with Public Law 115-127 (Kari's Law), any emergency call placed from within the organisation must trigger an email notification 4. In Control Hub, this notification email is disabled by default and must be enabled at the organisation level before individual locations can activate it 20. Notifications originate from an uneditable do-not-reply address and are sent exclusively in English without translation support 20.

The notification email contains the call date, start time, dialled number, user identifier, user name, extension, phone number, location identifier, location name, and location address 19. Cisco notes two discrepancies in these fields: the listed phone number may not correspond to the caller identity sent as the callback number to emergency services, and the listed location address may not match the actual physical location where the call was placed 19.

Applicability

Applies to: Cisco Webex Calling. Deployments: multi-tenant and cisco-calling-plan. Sources checked 2026-09-16. Geographic coverage of Enhanced Emergency Calling for Webex Calling is restricted to the United States, United States territories, and Canada, with other regions requiring local PSTN emergency routing 3. Setting up an emergency service address is mandatory once a Cisco Calling Plan is enabled for a location 2.

What remains uncertain

The specific RedSky administration guide referenced for network element configuration is not covered by the sources below. How an administrator views the remaining count of available ELINs in a location pool is not covered by the sources below. Whether Canadian users are automatically entitled to an E911 account or must purchase a licence is not covered by the sources below. Any details regarding an Enhanced National Suicide Prevention Lifeline service for Webex Calling are not covered by the sources below. What information is carried in the ELIN and Emergency number source call detail record fields is not covered by the sources below. The specific SIP Priority header value that Webex Calling treats as an emergency callback is not covered by the sources below.

Sources

1
Emergency call recording is a separate Control Hub setting a Webex Calling administrator can enable or disable, which Cisco frames as improving incident analysis and training and as something to manage to the organisation's own policies and regulatory requirements.
Manage call recording for Webex Calling · Record emergency calls · Checked 2026-09-16
2
Setting up an emergency service address is a mandatory part of PSTN configuration once a Cisco Calling Plan is enabled for a location.
Get Started with the Cisco Calling Plans · Change the emergency service address · Checked 2026-09-04
3
Enhanced Emergency Calling for Webex Calling covers the United States, United States territories and Canada; locations elsewhere must rely on local PSTN emergency routing.
Enhanced Emergency Calling for Webex Calling · Overview · Checked 2026-09-04
4
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.
Enhanced Emergency Calling for Webex Calling · Notification requirements · Checked 2026-09-04
5
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.
Enhanced Emergency Calling for Webex Calling · Nomadic E911 Service · Checked 2026-09-04
6
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.
Enhanced Emergency Calling for Webex Calling · Service options · Checked 2026-09-04
7
Emergency calls from unrecognised locations are routed to a relay centre and the customer is billed for that relay handling.
Enhanced Emergency Calling for Webex Calling · PSAP routing · Checked 2026-09-04
8
A location binds 1 PSTN option, an emergency address used for 911 service, a main number that also serves as external caller identity, a time zone, and a routing prefix.
Configure Webex Calling for your organization · Elements bound to a location · Checked 2026-09-04
9
Cisco states that 933 is an emergency test call number in North America that allows testing of 911 call configuration without calling a Public Safety Answering Point and that many PSTN providers answer it with an interactive voice response repeating the callback number and emergency service address, and that Webex Calling does not support configuration of multiple fixed devices at different locations although RedSky can support it.
Emergency Callback Number (ECBN) in Control Hub · Specifications, second and third bullets · Checked 2026-09-16
10
Cisco states that a soft client on a non-fixed device with cellular capability always passes an emergency call to the native dialer, so the call never goes to Webex Calling or the location's PSTN, Webex Calling does not detect it, and no record or other processing of the call is provided.
Emergency Callback Number (ECBN) in Control Hub · Non-fixed (soft) devices and ECBN, second paragraph · Checked 2026-09-16
11
A key user is one whose direct telephone number is assigned to another user as an Emergency Callback Number, and if a key user or number is deleted the affected user's ECBN automatically defaults to their own telephone number if they have one and otherwise to the location default ECBN.
Emergency Callback Number (ECBN) in Control Hub · Deleting key users or numbers · Checked 2026-09-16
12
Cisco states that the Location Default ECBN and the Assigned Number from the user's location must be directed to a live answering point such as a receptionist or other person within the location, and cannot be an auto attendant, interactive voice response or other service.
Emergency Callback Number (ECBN) in Control Hub · Options for ECBN configuration, opening paragraph · Checked 2026-09-16
13
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.
Enhanced Emergency Calling for Webex Calling · Enhanced Location Choices table · Checked 2026-09-16
14
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.
Enhanced Emergency Calling for Webex Calling · Process workflow for E911 service integration · Checked 2026-09-16
15
A hunt group telephone number may be assigned as an Emergency Callback Number, and Cisco warns that the agent who called the emergency service and the agent answering the callback may be different and unaware of the emergency, and that a hunt group with Call Forwarding and Advance when busy enabled can prevent the group alerting agents about the emergency.
Emergency Callback Number (ECBN) in Control Hub · Requirements and recommendations, Assigned Number option paragraphs · Checked 2026-09-16
16
Where a workspace device is configured to prevent inbound PSTN calls, an emergency call still goes out but the Public Safety Answering Point cannot call the device back, so Webex Calling allows a callback for an incoming call carrying a Priority header of emergency and relaxes the blocking rule for the device that dialled the emergency number for 60 minutes.
Emergency Callback Number (ECBN) in Control Hub · Requirements and recommendations, workspace paragraph · Checked 2026-09-16
17
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.
Enhanced Emergency Calling for Webex Calling · Emergency services for Webex Calling, paragraph following the Nomadic E911 description · Checked 2026-09-16
18
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.
Enhanced Emergency Calling for Webex Calling · Emergency services for Webex Calling, Nomadic E911 Service paragraph · Checked 2026-09-16
19
The emergency call notification email carries the date and start time, the dialled number, the user's identifier and name, extension and phone number, and the location identifier name and address; Cisco states that the phone number may not correspond to the number set as caller identity and passed as a callback number to emergency services, and that the location address may not correspond to the physical location where the call was placed.
Configure emergency call notifications in Control Hub · Emergency call notification details, bulleted list · Checked 2026-09-16
20
The emergency call notification email that Cisco publishes to follow Public Law 115-127, known as Kari's Law, is disabled by default in Control Hub, must be turned on at organisation level before an individual location can turn it on, and is sent from a non-editable do-not-reply address in English only with no translation supported.
Configure emergency call notifications in Control Hub · Emergency call notification details, and Allow individual locations to turn on emergency notifications · Checked 2026-09-16
21
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.
Enhanced Emergency Calling for Webex Calling · Opting out from the E911 service · Checked 2026-09-16
22
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.
Enhanced Emergency Calling for Webex Calling · opening paragraph of the article body · Checked 2026-09-16
23
Cisco states that Webex Calling does not know or store the Emergency Service Address for an emergency call, and that the address is provided by the PSTN provider, typically by a static mapping to the Emergency Callback Number it receives.
Emergency Callback Number (ECBN) in Control Hub · Specifications, first bullet · Checked 2026-09-16
24
When a Public Safety Answering Point calls back an ELIN that is still assigned, the callback is routed immediately to the user or workspace holding it and Webex Calling temporarily disables call forwarding, voicemail and similar services so the call reaches the intended recipient without diversion; the callback does not extend the ELIN assignment, and where emergency call recording is enabled it applies to the callback too.
Configure ELIN for Webex Calling · Emergency call flow using ELIN, Callback handling · Checked 2026-09-16
25
The ELIN expiry time is configurable at the location level from 10 to 1440 minutes with a default of 60, and while an emergency call is active the system resets the expiry timer every 5 minutes and again at the end of the call, so the assignment always runs for the full configured period after the call ends.
Configure ELIN for Webex Calling · ELIN assignment duration · Checked 2026-09-16
26
Where no ELIN is available or ELIN use is not permitted for the caller, Webex Calling falls back to the configured Emergency Callback Number; a callback to an expired ELIN is routed to the location's assigned ECBN and is rejected with a User Not Found message if no ECBN is assigned, and internal calls or redirections to an ELIN are rejected with the same message because ELINs are reserved for external emergency callbacks only.
Configure ELIN for Webex Calling · ELIN fallback mechanism · Checked 2026-09-16
27
Emergency calling with ELIN is available by default as part of Webex Calling emergency services and needs no separate enablement, assignment is automatic and dynamic from a pool of numbers belonging to the caller's location rather than assigned to individual users or workspaces, and an ELIN assigned to one user or device cannot be reused until the location-level expiry timer releases it.
Configure ELIN for Webex Calling · ELIN availability and automatic assignment · Checked 2026-09-16
28
Calls made within Webex Meetings or by click-to-call are not routed to ELINs, including any Emergency Callback Number fallback, and emergency test calls to 933 use an ELIN when one is available but do not create an assignment.
Configure ELIN for Webex Calling · ELIN fallback mechanism, final 2 bullets · Checked 2026-09-16
29
Where a workspace is configured to use its own number as its emergency callback and ELINs are available in the location's pool, the system uses an ELIN from the pool; the workspace number is used only when no ELIN is available.
Configure ELIN for Webex Calling · ELIN fallback mechanism, Workspace fallback · Checked 2026-09-16
30
Once a location has a PSTN connection and an emergency service address configured, its address fields cannot be edited from the location overview page; the emergency service address is updated instead and Control Hub then synchronises the overview page address from it.
Configure Webex Calling for your organization · Add a location, closing note of step 5; repeated in Update an existing location step 7 · Checked 2026-09-15
31
The optional Emergency Location Identifier on a Webex Calling location is sent to the emergency call provider inside the P-Access-Network-Info private SIP extension header, applies only in countries whose regulations require the identity of the cell to be established on an emergency call, and Cisco names France as such a country while stating that the United States and Canada determine location by other methods.
Configure Webex Calling for your organization · Update an existing location, step 5, Emergency Calling · Checked 2026-09-15
32
Cisco recommends updating a location's Emergency Callback Number when a toll-free number is chosen as the location main number, because a toll-free number does not have an emergency services address.
Manage phone numbers in Control Hub · Change the phone number for a location, note on step 5 · Checked 2026-09-15
33
The Emergency Service Address disclaimer required the first time a Cisco PSTN connection is set up at a location must be signed by a customer administrator account, and Cisco states the system does not allow partner administrators or cross-launched customer administrators to sign it.
Configure Webex Calling for your organization · Migrate to Cisco Calling plans, Limitations list, final bullet · Checked 2026-09-15
34
If emergency service address validation fails while configuring a premises-based or Cisco Calling Plan PSTN connection, an administrator may close the address screen and continue, and Cisco states that an unvalidated address may delay emergency call handling and may incur additional charges if calls are routed to an emergency relay centre.
Configure trunks, route groups, and dial plans for Webex Calling · Change the emergency service address for a location, note following the procedure · Checked 2026-09-15
35
E911 calling in Survivability mode requires a PSTN circuit or SIP trunk, outbound emergency calls use a specific registered Emergency Location Identification Number for a defined Emergency Response Location, and if the emergency operator returns a disconnected call the Survivability Gateway directs it to the last device that called the emergency number.
Site survivability for Webex Calling · Supported features and components, Table 1 E911 Call Handling row · Checked 2026-09-16

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 16). Webex Calling enhanced emergency calling. WarmTransfer. https://warmtransfer.net/knowledge/webex-calling-emergency-calling

BibTeX

@misc{warmtransfer-webex-calling-emergency-calling,
  title  = {Webex Calling enhanced emergency calling},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-calling-emergency-calling},
  note   = {Verified 2026-09-16}
}

Webex Calling enhanced emergency calling

Service options and location determination

RedSky integration and PSTN routing

Emergency Location Identification Numbers (ELIN)

ECBN rules and call blocking

Emergency call notifications

Applicability

What remains uncertain

See also

Depends on

Implements

Related to

Referenced by

Sources

Documents

Configure ELIN for Webex Calling

Configure emergency call notifications in Control Hub

Configure trunks, route groups, and dial plans for Webex Calling

Configure Webex Calling for your organization

Emergency Callback Number (ECBN) in Control Hub

Enhanced Emergency Calling for Webex Calling

Get Started with the Cisco Calling Plans

Manage call recording for Webex Calling

Manage phone numbers in Control Hub

Site survivability for Webex Calling

Cite this page