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Emergency Callback Number
Administrators can configure the Emergency Callback Number (ECBN) for locations and users in Control Hub. The ECBN is the phone number that is called back by the Public Safety Answer Point (PSAP) after an emergency call is made. The PSAP responds and then the call is mapped to the assigned Emergency Service Address (ESA). The ESA is the address that the PSAP receives indicating the location of the emergency caller.
This guide outlines the important requirements and recommendations for configuring ECBNs, reviews the options you’ll see in Control Hub, and provides the step-by-step instructions for how to make these changes in Control Hub.
Important: Effective January 6, 2022, new federal laws require customers operating voice calling systems with movable or “nomadic” lines to automatically deliver a 9-1-1 caller’s “dispatchable location” to 9-1-1 operators to enable first responders to quickly locate the caller. Learn more about this regulation and your emergency service options here.
Requirements and Recommendations
- We recommend configuring users with their own telephone number to use that number as their ECBN.
- Configure users that do not have their own telephone number for an ECBN that is as close as possible to their location. Configure with one of the following: the main number for their location, an assigned ECBN for the location, or any telephone number owned by the location.
- Each configured ECBN should be the telephone number of an actual user to facilitate a call back from the Public Safety Answering Point.
- For larger locations, for example, with multiple floors, we recommend that multiple ECBNs are configured.
- Configure users who don't have a device assigned to them (for example, users who only have a soft client assigned) with a telephone number to facilitate a callback from the Public Safety Answering Point to the device that made the call.
Emergency Callback Number Options
The following options are available when configuring the ECBN for a location or a user.
Note: Location Default ECBN and 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. These options can't be an auto attendant, Interactive Voice Response (IVR), or other service.
- User’s telephone number—Returned calls from the Public Safety Answering Point goes directly to the user. The Emergency Service Address configured by the PSTN to the user’s phone is specific to the user’s location.
- Location Default ECBN—Each location can have an ECBN configured that is different from the location’s main number. Location Default ECBN is typically configured for users without dedicated telephone numbers or with only an extension.
- Assigned Number from User’s Location—This lets you configure one user with another user’s telephone number as an ECBN. This option is used in place of a location’s main number when the location has multiple floors or buildings. This allows the ECBN assigned to have a more accurate Emergency Service Address associated with it.
Emergency Callback Number for a Location
Each location can have an ECBN configured that is different from the location’s main number. Location Default ECBN is typically configured for users without dedicated telephone numbers or with only an extension.
The location default ECBN must be directed to a live answering point, such as a receptionist or other person within the location. These options can't be an auto attendant, Interactive Voice Response (IVR), or other service.
Follow these steps to set up or change the ECBN for a location within your organization.
- From Control Hub, select Calling from the left-hand navigation.
- Select Locations from the top navigation.
- Select Emergency Callback Number.
- Choose one of the options listed to set the ECBN for the location.
- Select Save to save your changes.
Note: If a toll-free number is selected as the location's main number, a warning appears, as a toll-free number does not have an emergency service address.
Emergency Callback Number for Users
Follow these steps to set up or change the ECBN for a user.
Note: Users without a telephone number, for example, extension-only users, must be configured to make emergency calls with an accurate ECBN and Emergency Service Address. These users can be configured to use the Location default ECBN or another assigned telephone number from their location.
- From Control Hub, select Users from the left-hand navigation.
- Select Calling.
- Select Emergency Callback Number.
- Select one of the options listed to set as the ECBN for the user.
- Select Save to save your changes.
Additional Feature Specifications
- Webex Calling does not know or store the Emergency Service Address for an emergency call. The Emergency Service Address is provided by the PSTN provider, typically by a static mapping to the ECBN received.
- Configuration of multiple fixed devices at different locations is not supported. However, RedSky can support multiple fixed devices in different locations (based on device capabilities). To learn more about the E911 service click here.
- 933 is an emergency test call number in North America, allowing testing of 911 call configuration without initiating a call to the Public Safety Answering Point. Many PSTN providers provide an IVR that repeats the ECBN and Emergency Service Address.