Emergency Calling Number Capability

Not all phone numbers support emergency calling in every country. Before configuring emergency services, verify that the numbers in use — or numbers being purchased — are capable of placing emergency calls.

Numbers Not Yet Purchased

Before purchasing phone numbers, verify that they support emergency calling in the target country. Number capabilities vary by country and number type. Review the capabilities of numbers by country at https://www.zoom.com/en/phone-number-requirements/.

Numbers Already Purchased

For numbers that have already been purchased, the administrator can verify emergency calling support in the Zoom admin portal. Navigate to Number Management > Phone Numbers and locate the number in question. Numbers that support emergency calling display an SOS icon next to the number under the Capability column. If the SOS icon is not present, the number does not support emergency calling and should not be relied upon for emergency services.

When Emergency Calls May Fail to Route

The following configurations or conditions can prevent an emergency call from routing to the PSAP. Administrators should review these scenarios during deployment to ensure that all users who require emergency calling capability have it properly configured.

#	Scenario	Why the Call Fails
1	Administrator sets "Do not route emergency calls to PSAP" for extensions without a local phone number, and no Internal Safety Response Team (ISRT) fallback is configured	Policy explicitly blocks extension only users from reaching the PSAP, and no Internal Safety Response Team is available as an alternative destination
2	User-level policy "Emergency calls to PSAP" is disabled	The extension-level emergency calling policy is turned off, preventing the user from placing emergency calls to the PSAP
3	Route to PSAP option disabled and no Call queue members for Internal Safety Response Team (ISRT)	Administrator has disabled route to PSAP option and no call queue members are configured for the ISRT.
3	Site has no dedicated emergency number AND the site emergency pool is empty	No caller ID is available to present to the PSAP — the system cannot place the call without a valid outbound number
4	Caller ID method is not configured in site or account settings	No caller ID method is defined for emergency calls, so the system does not know which number to use as the outbound caller ID
5	Account-level emergency number pool feature is disabled AND the site-level pool is empty	No global fallback path exists — the account-level pool cannot be used, and the site has no local pool numbers available
6	Non-U.S./Canada site with no ELIN configured in the emergency pool	Outside the U.S./Canada, an ELIN is mandatory for emergency calls — without one, the system has no caller ID to present to the PSAP

Recommendation: After completing emergency services configuration, review each site and user policy to confirm that no extension falls into one of the scenarios above. Pay particular attention to extension-only users and sites outside the U.S./Canada, as these are the most common cases where emergency call routing may be inadvertently blocked.