> For the complete documentation index, see [llms.txt](https://library.zoom.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://library.zoom.com/zoom-workplace/zoom-phone/expert-insights/emergency-services-best-practices/emergency-call-routing.md).

# Emergency Call Routing

#### Scope

Applies to Zoom Workplace desktop app (macOS/Windows), tablets (iPadOS)app, VDI and certified IP phones.

**Emergency services are domestic only.** Emergency calls can only reach the emergency services of the country associated with the user's phone number. For example, a U.S. phone number can only reach U.S. emergency services (911) — it is not possible to use a UK number to reach U.S. emergency services, or vice versa.

**Automatic number selection:** If a user has multiple phone numbers from different countries assigned to them, the system automatically selects the phone number that matches the country assigned to the user's site. If the user has no phone numbers assigned, the system checks for an ELIN configured for that country. If no ELIN is available, the emergency call will fail. This number selection logic applies only to calls routed to the PSAP — for calls routed to the Internal Safety Response Team (ISRT) only, the user's assigned phone numbers are not relevant. **Zoom Workplace mobile** **app** **(iOS/Android)** hand off emergency calls to the device's native cellular dialer — Zoom only sends a notification email. This means there is no VoIP-based emergency calling on mobile devices when a SIM card is installed. If the device has a SIM but no cellular service is available (e.g., no signal), the emergency call may fail. The only exception is if the mobile device does not have a SIM card installed at all — in that case, the emergency call will be placed over VoIP through the Zoom Workplace app.

**Generic SIP devices:** Generic (third-party) SIP devices do not support nomadic emergency services — they can only use static emergency services, where the address is statically assigned to the device or user. Deployments that include generic SIP devices require manual configuration of the correct emergency address on each device.

**Desk phones assigned to users:** For IP desk phones assigned to a specific user, the emergency address follows the user's address by default — the phone inherits whatever address the user has (company location, personal location, or default address). However, a **device-based address override** can be configured directly on the device itself if the phone needs to report a different address than the user. This override is typically used when nomadic emergency services is not configured for the site, and the phone is in a fixed location that differs from the user's default address.

#### Routing Destinations

Emergency call routing destinations can be configured at the account, site, or extension level:

* **PSAP + Internal Safety Response Team (recommended)** — both destinations ring in parallel, ensuring the call reaches public safety without delay while alerting the internal safety team
* **PSAP only** — calls route directly to public safety
* **Internal Safety Response Team only** — for testing scenarios only
* **Neither** — for special circumstances only; a customizable prompt is played to the caller
* **To Internal Safety Response Team first, and route to PSAP after Max Holding Time** — Route to Internal Safety Response Team first, then to PSAP after maximum holding time expires

#### Call Routing Decision Flow

The path an emergency call takes depends on the region and carrier configuration:

<table data-header-hidden="false" data-header-sticky><thead><tr><th>Step</th><th>Decision</th><th>Outcome</th></tr></thead><tbody><tr><td><strong>1</strong></td><td>Emergency call placed</td><td>Zoom detects user's network data</td></tr><tr><td><strong>2</strong></td><td>Is the user in U.S./Canada?</td><td>If <strong>No</strong> → go to Step 5</td></tr><tr><td><strong>3</strong></td><td>Is Zoom PSTN used for emergency calls?</td><td>If <strong>No</strong> (BYOC carrier) → go to Step 5</td></tr><tr><td><strong>4</strong></td><td><strong>Yes — PIDF-LO path</strong></td><td>Address is embedded directly in call signaling. No ELIN needed. Real-time address updates supported.</td></tr><tr><td><strong>5</strong></td><td><strong>ELIN path</strong></td><td>ELIN (pre-mapped phone number) is used as caller ID. PSAP looks up the address from the carrier's database. Address must be pre-provisioned.</td></tr></tbody></table>

#### Analog Telephony Adaptors (ATAs)

An Analog Telephony Adaptor (ATA) connects traditional analog devices (such as fax machines, overhead paging systems, or analog phones) to the Zoom Phone network. Each ATA has one or more analog ports, and emergency address assignment can be configured at either the device level or the individual port level.

**Option 1 — Device-level address (all ports inherit from the ATA):** All analog ports on the ATA use the same emergency address, which is the address assigned to the ATA device itself. This is the simpler configuration and is appropriate when all ports on the ATA serve the same physical location.

**Option 2 — Port-level address (individual ports obtain their own address):** Each analog port on the ATA can have its own emergency address. When this option is selected, there are two sub-options for how each port obtains its address:

* **Inherit from the assigned user:** If the analog port is assigned to a user, the port uses that user's emergency address. This is useful when different users are assigned to different ports on the same ATA.
* **Use the address assigned directly to the port:** The port uses the emergency address that has been configured directly on that specific port, regardless of whether a user is assigned to it. When this sub-option is selected, the port's configured address is always used — even if the port is assigned to a user, the user's emergency address is ignored in favor of the port-level address.

The option selected (Option 1 or Option 2, and the sub-option within Option 2) is configured as the default behavior at the device level. However, an individual port's emergency address can be overridden at the port level, allowing administrators to set exceptions for specific ports without changing the device-wide default.

<table data-header-hidden="false" data-header-sticky><thead><tr><th>Configuration</th><th>Address Source</th><th>When to Use</th></tr></thead><tbody><tr><td><strong>Option 1 — Device-level</strong></td><td>All ports inherit the ATA's address</td><td>All ports serve the same physical location</td></tr><tr><td><strong>Option 2a — Port inherits from user</strong></td><td>Port uses the assigned user's address</td><td>Different users on different ports; addresses follow the user</td></tr><tr><td><strong>Option 2b — Port-level address</strong></td><td>Port uses its own configured address (user address ignored)</td><td>Ports are in fixed locations regardless of user assignment</td></tr></tbody></table>


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