Emergency callback number for locations and users

Administrators can configure the Emergency Callback Number (ECBN) for locations and users in User 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 User Hub, and provides the step-by-step instructions for how to make these changes.

Important: 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.

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.

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.

Change the ECBN 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.

1. Log in to User Hub.
2. Under Admin, in the left menu, select Overview.
3. Select Locations.
4. Find and select the location to modify.
5. Select Calling.
6. Under Emergency calling, select Callback number. 
7. Choose one of the options listed to set the ECBN for the location.

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.

8. Select Save to save your changes.

Change the ECBN for a user

Follow these steps to set up or change the ECBN for a user.

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.

1. Log in to User Hub.
2. Under Admin, in the left menu, select Users.
3. Find and select the user to modify.
4. Select Calling.
5. In the Numbers section, select Emergency callback number. 
6. Choose one of the options listed to set the ECBN for the user.
7. Select Save to save your changes.