Because a cloud phone can be used anywhere, emergency services need to know the physical location tied to each extension. Every extension must have a confirmed, verified emergency address before it can place outbound calls.
Outbound calling is blocked until this is done
Until an extension has a verified emergency address, outbound calls are blocked and the caller hears a prompt to confirm their address. Inbound calls still ring. This is a safety requirement, not an optional step.
Register an address (guided wizard)
Any user with an assigned extension can confirm their own location — no admin needed. The wizard walks through:
Location permission
On the browser phone, you can allow location access so your current address is offered as a starting suggestion (you can always edit it). There's browser-specific help if you need to enable location, and you can decline and enter the address manually.
Enter / confirm the address
Enter the street address. For multi-unit buildings, a suite/unit (floor or room) is required so responders reach the right place.
Verify
The address is checked and normalized against a carrier-grade address database and geocoded. If more than one match is found, you pick the right one. If your detected location is far from the address you entered, you'll see a distance warning.
Review & consent
Review the verified address and accept the emergency-calling acknowledgment. This consent is timestamped and required before the address is saved.
Confirm
Save the address. Once verified, outbound calling can be enabled for the extension.
Why every extension has its own number
Each extension is assigned its own number so a 911 call routes to the correct emergency center for that extension's registered address. A 911 call always goes out with the extension's own emergency number — even if the user picked a different caller ID for normal calls.
Enable-calling checklist
Before outbound calling can be turned on, an extension needs all three:
- A direct number assigned
- That number chosen as its emergency (E911) number
- That number carrying a validated emergency address
The console shows exactly which of these is missing and keeps Confirm + enable calling disabled until all three are met.
Admin tools
Admins can manage emergency addresses in bulk under People & Phones:
- Create and list emergency addresses
- Bulk-assign one address to many extensions (e.g. everyone at one office)
- See each extension's status, assign an address, and confirm on a user's behalf
Note
Keep addresses current. If someone moves an extension or a device to a new location, update the emergency address so 911 continues to reach the right place. Emergency- calling changes take effect immediately and are never held for staging.