Overview

It is important for users to routinely test emergency dialing to ensure that the correct address details are being relayed to emergency personnel. Accurate address details will route emergency calls to the local emergency call center for quick response. Inaccurate or missing address information can lead to longer response times and incur fees.

Testing Procedure

An automated system is available to test what address an emergency call center will see when an emergency call is made. This test system can be dialed from physical phones as well as from the Webex application. This test should be performed on each device the user can make calls from, because a different emergency address can be applied to each device.

1. Dial 933 from the device to test.
2. An automated system will answer and read off the following information:
   1. The callback number that emergency personnel can call to reach the caller in the event their call is disconnected. This number will differ from the usual phone number the caller dials out from. The callback system creates a unique phone number tied to the user when emergency services are called.
   2. The emergency address tied to the user / device if one is set.
   3. A confirmation that E911 is active and working.
3. An email will be sent to your company’s emergency contact email address containing the above details. The email will indicate that it was a test call to 933 and not a live call to 911.

If the address relayed by the automated system is missing or incorrect, follow the steps below.

Updating Emergency Address

The procedure for updating an emergency address differs based on if the device was a physical phone or from within Webex.

Webex

Since Webex is a soft phone and expected to be mobile, the application attempts to determine the user’s current address when it notices they have moved locations. If the Webex application cannot determine the user’s location, then it will display a message to enter location an address manually.

More information about E911 in Webex can be found on the Webex help site.

Physical Phones

Physical phones such as desk phones, DECT cordless phones, conference phones, and ATAs are considered static and tied to a specific location unlike the Webex application. Each physical device can be tied to a separate address, so it is important to test every device if a user has multiple ones.

If the emergency address relayed from the Testing Procedure above is incorrect on a physical phone, you must contact the UC Service Desk to adjust the address.