911 emergency service

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.

<div style="padding:20px; border:solid 2px #000; background-color:#e6e6e6; border-radius: 5px;">First, it’s important to determine what type of workforce you have, so that you can determine what action is needed. Do you have a fixed or stationary workforce or a nomadic, hybrid, or remote workforce?</div>

Fixed or stationary workforce

If your employees use their phone or Webex App only at the primary, registered location address, no action is required to comply with the new regulations. Here are some helpful articles to make sure you are providing the correct emergency callback number and have your emergency notifications set up:

Emergency callback numbers in Control Hub

Manage emergency call notifications

Nomadic, hybrid, or remote workforce

If your employees sometimes use their phone or Webex App at a location other than their primary registered location address, they are considered to have nomadic lines. Verizon now offers RedSky’s enhanced 911 solution to help organizations with nomadic lines comply with these new regulations. RedSky supports dynamic address verification and automatically detects when a user has moved locations so that if they dial 9-1-1, the new location is used as the dispatchable location. When users are set up with the E911 service, and are using Webex App, they are automatically prompted to update their emergency service address, as needed. Learn more here.

The RedSky enhanced 911 solution is now included in all Webex Calling Flex Enterprise Agreements and Named User licenses; however, it must be configured. Steps for how to configure your RedSky service can be found here. Or you can use our Professional Services team who can handle your implementation (additional charges apply). If you’re interested in this service, contact your Verizon Account Manager.

Administrators can register for a live webinar on how to configure your E911 service. To see the times available and to register, click here.

Need to change an employee's softphone access?

With these new regulations, we recognize that some companies may be evaluating how and when their employees are using the Webex App. If you’d like to remove access to a softphone client from a user, it’s simple! Follow these steps in Control Hub:

1. From Control Hub, select the Users tab.
2. Select the user you’d like to modify.
3. Select Calling.
4. Under User call experience, select Application line assignment.
5. Under Webex application assignments, uncheck the boxes next to the clients you’d like to disable calling from.
6. Select Save to save your changes.

When this is disabled for a user, the user can still access the app; however, phone services are disconnected.