Setting up Zoom Phone emergency calling

See also

Sources

1. 1
   Zoom requires emergency addresses to be added to the account before direct phone numbers can be bought.

   Setting up emergency addresses · introductory paragraph before the procedures · Checked 2026-09-30
2. 2
   Address Line 2 of a Zoom Phone emergency address is limited to 60 characters, and an existing address that exceeds 60 characters must be shortened before an edit can be saved.

   Setting up emergency addresses · Limitations section · Checked 2026-09-30
3. 3
   Zoom's best-practice guide warns that some emergency dispatch centres accept only 20 characters of Address Line 2, so a longer entry risks truncation.

   Emergency Services Best Practices: Understanding address types · Company Address section · Checked 2026-09-30
4. 4
   An admin adds an emergency address in the Zoom web portal at Admin Center > Product configuration > Phone system > Company Info, then the site's Settings tab (multiple sites enabled) or Account Settings (multiple sites disabled), then the Emergency Services tab, Manage beside Emergency Address, Add, and Submit; an existing address is changed with Edit in the last column and Submit.

   Setting up emergency addresses · sections on updating and adding emergency addresses, steps 1-8 · Checked 2026-09-30
5. 5
   Emergency addresses in the US and Canada are validated automatically when entered, while addresses in other regions may need manual review by Zoom and show a 'Pending' status until approved.

   Emergency Services Best Practices: Understanding address types · Company Address section, validation sentences · Checked 2026-09-30
6. 6
   An emergency call alert is created at Admin Center > Account > Alerts & Notifications > Zoom Phone tab > Alerts > Add by choosing the module 'Emergency Services Management' and the rule 'Emergency Call Alert', with up to 10 email recipients and optionally up to 3 chat channels.

   Setting up Zoom Phone alerts and notifications · alert creation steps for the Emergency Services Management module · Checked 2026-09-30
7. 7
   Bootstrap mode lets users report their current location as a company location or report network data for an existing one; the reported data needs admin approval before it becomes active, admins are emailed at most once a day, and the feature needs Zoom desktop app 5.4.0 or higher.

   Setting up nomadic emergency services · Enabling nomadic emergency services, 'Enable bootstrap mode' description · Checked 2026-09-30
8. 8
   IPv6 subnet masks are supported only from 128 to 112 inclusive, and a BSSID entry may use asterisk wildcards with at most two consecutive wildcard characters, with up to 1000 wildcard BSSID entries supported.

   Setting up nomadic emergency services · Limitations section and the BSSID and IPv6 field notes · Checked 2026-09-30
9. 9
   For BYOC numbers the customer is responsible for working with their carrier to update and maintain the emergency address tied to each number, and Zoom sends no address information to BYOC carriers.

   Emergency Services Best Practices: Types of emergency services · Dynamic Emergency Services section, BYOC numbers item · Checked 2026-09-30
10. 10
    For BYOC numbers an admin goes to Product configuration > Numbers > Phone Numbers, selects the BYOC numbers, and either uploads a CSV under 'Batch Address Confirmation' or enters a target email list under 'Address Change Notification'; the 'Emergency Address Update Status' can be set to 'Carrier Update Required'.

    Setting up emergency addresses · section on confirming BYOC emergency addresses, steps 3-6 · Checked 2026-09-30
11. 11
    On accounts with BYOC the Emergency Services tab offers 'Target Carrier for routing emergency calls placed by BYOC numbers': US and Canada BYOC numbers can be set to 'BYOC Carrier' or 'ZOOM', while BYOC numbers outside the US and Canada are fixed to 'BYOC Carrier'.

    Routing emergency calls · section on routing emergency calls to a PSAP, BYOC target carrier step · Checked 2026-09-30
12. 12
    When a US or Canada BYOC customer uses Zoom-managed emergency routing, regular calls continue through the BYOC carrier and only emergency calls route via Zoom, at no additional cost.

    Emergency Services Best Practices: U.S./Canada PIDF-LO address delivery · BYOC implementation section · Checked 2026-09-30
13. 13
    The Zoom Phone location dashboard shows which users have granted location permission, configured a detectable personal location, or set or confirmed a default emergency address, and which users and sites have nomadic emergency services on; emergency call logs record the network data detected at call time and, for the US and Canada, the PIDF-LO address sent to the PSAP.

    Emergency Services Best Practices: Enabling network data reporting and dashboards · Dashboard and reporting and call logs sections · Checked 2026-09-30
14. 14
    The 'Dedicated number' caller ID method requires a direct number that belongs to a call queue or auto receptionist, and callbacks from the PSAP go to that queue or auto receptionist rather than to the person who called.

    Routing emergency calls · section on routing emergency calls to a PSAP, 'Dedicated number' description · Checked 2026-09-30
15. 15
    Every Zoom Phone user inherits a default emergency address from their assigned site when provisioned, and that address is the fallback when neither a company nor a personal location matches.

    Emergency Services Best Practices: Understanding address types · Default Address section · Checked 2026-09-30
16. 16
    ELINs are assigned on the Emergency Services tab under Nomadic Emergency Services > Manage Locations > the 'Lack of ELIN' tab by clicking Set in the ELIN column for each location, choosing a number and confirming; a 'Personal Location' tab is available when personal locations are enabled.

    Setting up emergency response locations (ERL/ELIN) · section on assigning ELINs to locations lacking them, steps 4-10 · Checked 2026-09-30
17. 17
    For a BYOC ELIN the customer's carrier must update the number's public address of record to match the emergency address configured in Zoom, whereas for a Zoom native ELIN Zoom updates the public address record itself within about a week.

    Setting up emergency response locations (ERL/ELIN) · notes on address of record for Zoom native and BYOC ELINs · Checked 2026-09-30
18. 18
    When an emergency call comes from a detected location that has an ELIN, Zoom sends that ELIN as the outbound caller ID and the PSAP retrieves the address the carrier has registered for it; a callback to the ELIN reaches the originating extension for roughly 2 hours.

    Emergency Services Best Practices: Rest of world ELIN/direct number model · Operation mechanism section · Checked 2026-09-30
19. 19
    ELINs are unnecessary for locations inside the US or Canada when Zoom is the carrier for emergency calls.

    Setting up emergency response locations (ERL/ELIN) · note following the when-required paragraph · Checked 2026-09-30
20. 20
    A number chosen as an ELIN must support incoming and outgoing calling and must have normal status.

    Setting up emergency response locations (ERL/ELIN) · section on assigning ELINs, number selection step · Checked 2026-09-30
21. 21
    Zoom's ERL/ELIN article lists as prerequisites a Zoom Phone license, account owner or admin privileges, emergency addresses set up, emergency calling set up with calls routing to a PSAP, nomadic emergency services set up, and at least one site outside the US or Canada.

    Setting up emergency response locations (ERL/ELIN) · Prerequisites section · Checked 2026-09-30
22. 22
    An ELIN is required for every location whose emergency address is outside the US or Canada, for locations served by a BYOC carrier for emergency calling, and for BYOC accounts inside the US or Canada where Zoom is not the emergency carrier.

    Setting up emergency response locations (ERL/ELIN) · paragraph stating when an ELIN is required · Checked 2026-09-30
23. 23
    Zoom's documented ERL/ELIN test is to create a test site with nomadic emergency services and emergency addresses, route emergency calls to the Internal Safety Response Team first with PSAP after Max Holding Time set to its highest value, place an emergency call that the safety team answers before overflow, and confirm in the call logs that the outbound caller ID is the location's ELIN.

    Setting up emergency response locations (ERL/ELIN) · section on testing the ERL/ELIN setup, steps 1-6 · Checked 2026-09-30
24. 24
    An ELIN is removed from Manage Locations > the 'Redundant ELIN' tab with Unbind, either for all redundant ELINs at once or for one ELIN from its ellipsis menu.

    Setting up emergency response locations (ERL/ELIN) · section on unbinding redundant ELINs, steps 6-9 · Checked 2026-09-30
25. 25
    For extensions without a local phone number the admin chooses 'Route emergency calls to PSAP' or 'Don't route emergency calls to PSAP' (which sends them to the internal safety team), and when routing to PSAP picks the caller ID method: 'Temporary number from local emergency pool', 'Temporary number from account emergency pool' or 'Dedicated number'.

    Routing emergency calls · section on routing emergency calls to a PSAP, steps for extensions without local numbers · Checked 2026-09-30
26. 26
    47 CFR 9.16(b)(1) requires a person installing, managing or operating a multi-line telephone system to configure it so a user can call 911 directly without dialling any additional digit, code, prefix or post-fix.

    47 CFR § 9.16 - General obligations for MLTS (Cornell LII republication) · 47 CFR 9.16(b)(1) · Checked 2026-09-30
27. 27
    47 CFR 9.16(b)(3) requires multi-line telephone systems to convey an automated dispatchable location for fixed on-premises phones from 6 January 2021 and, from 6 January 2022, for non-fixed on-premises and off-premises devices where technically feasible, with manual or alternative location information permitted otherwise.

    47 CFR § 9.16 - General obligations for MLTS (Cornell LII republication) · 47 CFR 9.16(b)(3)(i)-(iii) · Checked 2026-09-30
28. 28
    47 CFR 9.16(b)(2) requires a multi-line telephone system to be configured to notify a central location at the facility or another designated person when a 911 call is placed, and 47 CFR 9.3 defines that notification as including that a 911 call was made, a valid callback number and the caller location sent to the PSAP, the last two where technically feasible.

    47 CFR § 9.16 - General obligations for MLTS (Cornell LII republication) · 47 CFR 9.16(b)(2) · Checked 2026-09-30
29. 29
    When emergency calls ring the PSAP and the Internal Safety Response Team simultaneously, team members get Listen and Barge controls on the call.

    Routing emergency calls · section on routing emergency calls to an internal safety response team, 'To PSAP and Internal Safety Response Team simultaneously' option · Checked 2026-09-30
30. 30
    The toggle 'Routing Emergency Calls to Internal Safety Response Team' offers three handling options, 'To Internal Safety Response Team only', 'To PSAP and Internal Safety Response Team simultaneously' and 'To Internal Safety Response Team first, and route to PSAP after Max Holding Time', after which the admin selects a 'Target Call Queue' and clicks Enable.

    Routing emergency calls · section on routing emergency calls to an internal safety response team, steps 1-5 · Checked 2026-09-30
31. 31
    A call queue used as the Internal Safety Response Team must have Business Hours of '24 Hours, 7 Days a Week' and Overflow of 'Disconnect' or 'Forward to Call Queue', and its Greeting Prompt, Audio While Connecting and Music on Hold are disabled for emergency calls.

    Routing emergency calls · section on routing emergency calls to an internal safety response team, call queue limitations and notes · Checked 2026-09-30
32. 32
    Switch-port detection needs the network switch to send LLDP to connected devices with the Chassis ID and Port ID TLVs; Zoom recommends a timer of about 30 seconds, it is not supported on Linux, the Mac client needs a helper application, and an IP phone with a PC behind it must pass the switch's LLDP through rather than send its own.

    Emergency Services Best Practices: Nomadic location detection and configuration · LLDP configuration (wired networks) section · Checked 2026-09-30
33. 33
    A company location is added at Company Info > Account Settings > Emergency Services tab > Locations > Manage, selecting the site in the left panel and clicking 'Add Location'; a sub-location is added from the parent location's 'Sub Locations' tab with 'Add Sub Location'.

    Setting up nomadic emergency services · sections on adding parent locations (steps 4-10) and sub-locations (steps 7-11) · Checked 2026-09-30
34. 34
    A location record takes a Name, a Location Type of 'Emergency Address' or 'GPS Coordinates', IPv4 and IPv6 entries given as public IP address and subnet or private IP address separated by commas, and optional BSSIDs; the country or region of a location's emergency address cannot be changed without creating a new location.

    Setting up nomadic emergency services · location fields description for parent and sub-locations · Checked 2026-09-30
35. 35
    In the Zoom Workplace desktop app a user enables location reporting under Settings > Phone by selecting 'Location Permission'.

    Managing emergency location and addresses · section on enabling location permission · Checked 2026-09-30
36. 36
    After locations are added or updated, users must sign out of and back into their Zoom apps for the change to take effect.

    Setting up nomadic emergency services · Note under the parent location and sub-location procedures · Checked 2026-09-30
37. 37
    When an emergency call is placed Zoom Phone picks the address by the first match in this order: network switch MAC and port for a company location; BSSID for a company or personal location; public plus private IP or subnet for a company location; public IP for a company location; public plus private IP for a personal location; public IP for a personal location; GPS coordinates (US and Canada only); then the no-match fallback.

    Setting up nomadic emergency services · location priority matching hierarchy, items 1-8 · Checked 2026-09-30
38. 38
    With 'Apply minimum match criteria' enabled on a location, the public and private IP must both match and a public IP alone is not enough; Zoom recommends enabling it because otherwise a VPN user sharing the office public IP can be matched to the office.

    Emergency Services Best Practices: Nomadic location detection and configuration · IP address configuration section, 'Apply minimum match criteria' recommendation · Checked 2026-09-30
39. 39
    The Zoom mobile app does not support nomadic emergency services; emergency calls from it always route through the phone's native carrier.

    Setting up nomadic emergency services · Limitations section · Checked 2026-09-30
40. 40
    Zoom's nomadic emergency services and ERL/ELIN articles name the admin side-menu entry 'Phone System Management', while the emergency address and emergency call routing articles name it 'Phone system'.disputed

    Setting up nomadic emergency services · Enabling nomadic emergency services, step 3 · Checked 2026-09-30
41. 41
    When Zoom Phone detects a network the user has not reported before, it prompts the user to confirm or update their emergency address: desktop users see the prompt in the app, and desk phone users get an email pointing them to their phone settings in the web portal.

    Nomadic emergency services process · process step on network change detection · Checked 2026-09-30
42. 42
    For users and phones outside the US and Canada with no location match, Zoom reports only the originating caller ID to emergency services, and the PSAP looks up that number's address of record.

    Setting up nomadic emergency services · location priority matching hierarchy, item 8, outside US/Canada · Checked 2026-09-30
43. 43
    For US and Canada users with no network or GPS match, Zoom reports the user's default emergency address if the user has selected, created or confirmed one; if the user still has only the inherited site default, the location is reported as 'Unknown' and the carrier routes the call to a nationwide emergency clearinghouse for verbal location confirmation before it reaches a PSAP.

    Setting up nomadic emergency services · location priority matching hierarchy, item 8, US/Canada users · Checked 2026-09-30
44. 44
    Zoom's best-practice guide says regions outside the US and Canada have no equivalent test number and that testing there should be coordinated with carriers and local authorities.

    Emergency Services Best Practices: Enabling network data reporting and dashboards · Testing mechanisms paragraph, international regions sentence · Checked 2026-09-30
45. 45
    Nomadic emergency services are enabled on a site's or the account's Emergency Services tab either with the 'Nomadic Emergency Service' toggle for all users or, under 'Feature Testing', by clicking Add to enable them for specific users only; turning the toggle off or removing those users disables them.

    Setting up nomadic emergency services · Enabling nomadic emergency services, steps 4-6 · Checked 2026-09-30
46. 46
    With nomadic emergency services Zoom Phone detects where a user is when they place an emergency call, by matching network data such as Wi-Fi access points, IP addresses or switch ports against admin-configured locations, and reports that location's address.

    Emergency Services Best Practices: Types of emergency services · section headed 'Nomadic Emergency Services' · Checked 2026-09-30
47. 47
    The optional nomadic settings are 'Allow personal location', 'Automatic Location Sharing (Windows only)', 'Enable bootstrap mode', 'Enable network switch detection for Mac clients' (which needs the Location Helper package deployed) and 'Email Recipients for Emergency Services Data Maintenance'.

    Setting up nomadic emergency services · Enabling nomadic emergency services, step 7 optional features · Checked 2026-09-30
48. 48
    Nomadic emergency services require emergency addresses and emergency calling to be configured first, and work with the Zoom desktop app on Windows, macOS or Linux at the global minimum version or a provisioned desk phone.

    Setting up nomadic emergency services · Prerequisites section · Checked 2026-09-30
49. 49
    Zoom Phone offers four emergency-call notification channels that can be combined: email distribution lists, an Internal Safety Response Team call queue, Zoom Chat bot alerts and API webhooks.

    Emergency Services Best Practices: Appendix: U.S. Regulatory Requirements - Kari's Law and RAY BAUM'S Act · Kari's Law section, notification paragraph · Checked 2026-09-30
50. 50
    Location sharing must also be on at the operating-system level for the client to report IP addresses, BSSIDs and switch ports: on Windows the app prompts the user or admins can enforce it by Group Policy, while on macOS it needs local administrator rights and cannot be reliably managed remotely.

    Emergency Services Best Practices: Enabling network data reporting and dashboards · Location sharing prerequisites section · Checked 2026-09-30
51. 51
    A user manages personal emergency addresses in the Zoom web portal under My account > Zoom Phone > Settings > Personal Emergency Address.

    Managing emergency location and addresses · section on managing personal emergency addresses · Checked 2026-09-30
52. 52
    For US and Canada emergency calls carried by Zoom, the detected or assigned address is embedded in the call signalling as PIDF-LO, no ELIN is needed, and an address change made in the Zoom admin portal takes effect without a carrier database update.

    Emergency Services Best Practices: U.S./Canada PIDF-LO address delivery · Overview and key advantages sections · Checked 2026-09-30
53. 53
    When a temporary emergency pool number is used as caller ID, a callback to that number reaches the emergency caller for about 2 hours; the account-level emergency pool is available for the US and Canada only, and a local pool needs unused numbers assigned through 'Assign Numbers'.

    Routing emergency calls · section on routing emergency calls to a PSAP, caller ID method descriptions · Checked 2026-09-30
54. 54
    Setting up Zoom Phone emergency addresses requires a Zoom Workplace license with Phone included or a standalone Zoom Phone calling plan, and account owner or admin privileges.

    Setting up emergency addresses · Requirements section at the top of the article · Checked 2026-09-30
55. 55
    PSAP routing is enabled per site or account on the Emergency Services tab with the toggle 'Route Emergency Calls to Public Safety Answering Point (PSAP)'.

    Routing emergency calls · section on routing emergency calls to a PSAP, step 1 after navigation · Checked 2026-09-30
56. 56
    Zoom lists these causes of an emergency call failing to reach a PSAP: a policy blocking extension-only users with no fallback team, a disabled user-level policy, PSAP routing disabled with no internal safety response team members, no emergency numbers with an empty site pool, no caller ID method configured, the account pool disabled with an empty site pool, and a site outside the US and Canada lacking ELINs.

    Emergency Services Best Practices: Emergency calling number capability · Common routing failures section · Checked 2026-09-30
57. 57
    Whether a Zoom Phone number supports emergency calling is shown by an SOS icon in the Capability column at Number Management > Phone Numbers; a number without the icon cannot reliably support emergency services.

    Emergency Services Best Practices: Emergency calling number capability · Post-purchase verification section · Checked 2026-09-30
58. 58
    With static addresses and a BYOC carrier handling emergency calls, the location a PSAP sees depends on the address of record the carrier holds for the calling number, not on the emergency address stored in Zoom.inferred

    Emergency Services Best Practices: Types of emergency services · Dynamic Emergency Services section, BYOC numbers item · Checked 2026-09-30
59. 59
    Zoom's best-practice guide calls the fixed-address model 'dynamic emergency services': a default emergency address is manually assigned to a user's phone number by an administrator and does not follow the user's physical location.

    Emergency Services Best Practices: Types of emergency services · section headed 'Dynamic Emergency Services' · Checked 2026-09-30
60. 60
    Network switch data is attached to a location or sub-location from Locations > Manage by selecting the location and clicking Add next to 'Network Switch', then Save.

    Setting up nomadic emergency services · section on adding network switch information, steps 6-10 · Checked 2026-09-30
61. 61
    In the US and Canada, dialling 933 from Zoom Phone reaches an automated test service that plays back the address that would be sent to the PSAP and triggers the configured emergency notifications, without contacting emergency services.

    Emergency Services Best Practices: Enabling network data reporting and dashboards · Testing mechanisms paragraph · Checked 2026-09-30
62. 62
    The 'Emergency Address Management' toggle on the Emergency Services tab enables or disables users managing their own emergency addresses, with an optional 'Prompt user to set or confirm a default address' checkbox.

    Setting up emergency addresses · section on enabling or disabling users managing emergency addresses, steps 5-6 · Checked 2026-09-30
63. 63
    An admin sets a phone user's emergency address at Phone system > Users & Rooms > the user > Profile tab by choosing 'Follow default company address', 'Choose a company address' or 'Choose a personal address', then Done.

    Setting up emergency addresses · section on assigning an emergency address to a specific user, steps 3-7 · Checked 2026-09-30
64. 64
    A VPN without split tunnelling hides the user's real network data, so Zoom recommends adding VPN subnets to the excluded location list, which makes VPN users get a prompt to confirm their emergency address instead of being matched.

    Emergency Services Best Practices: Nomadic location detection and configuration · VPN user handling section · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up Zoom Phone emergency calling. WarmTransfer. https://warmtransfer.net/guides/zoom-phone-emergency-calling-setup

@misc{warmtransfer-zoom-phone-emergency-calling-setup,
  title  = {Setting up Zoom Phone emergency calling},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/zoom-phone-emergency-calling-setup},
  note   = {Verified 2026-09-30}
}