Rest of World—ELIN / Direct Number Model

Outside the U.S.and Canada (and for BYOC customers not using Zoom for emergency calls), the address cannot be transmitted directly in the call signal. Instead, the system relies on ELINs (see Section 2 for a full explanation of ELIN types).

ELIN Flow: User dials emergency number → Zoom detects location via network data → ELIN for that location is used as Caller ID → PSAP looks up the ELIN in the carrier's database → Pre-registered address is returned to the PSAP for dispatch.

How It Works

1. Administrator defines company locations in Zoom, each with an ELIN: a phone number whose address has been pre-registered with the carrier to match that location

2. When a user places an emergency call from a detected location, Zoom uses that location's ELIN as the outbound caller ID

3. The PSAP receives the call, sees the ELIN, and looks up the address that was registered for that number in the carrier's database

4. Callbacks to the ELIN route to the originating extension for approximately 2 hours. After the 2-hour window expires, the caller ID cache is cleared and any callback to that number will receive a "call cannot be completed" message.

Key Constraints

• Addresses must be pre-provisioned with the carrier: when an administrator configures a location and assigns an ELIN, the address for that ELIN must already be registered with the carrier

• Each location needs its own ELIN: a dedicated phone number with the correct address registered in the carrier's database

• Extension-only users need ELINs from the local emergency pool (see Section 2); the pool numbers' address-of-record should be set to the site's default address

• Personal locations - ELINs not supported: Personal locations are not supported with ELINs outside the U.S./Canada. Each user can only create as many personal locations as they have assigned DIDs, because the user's DID acts as the ELIN for their personal location. Extension-only users cannot create personal locations at all in this model, since they have no DID to serve as an ELIN.

• Activation can take up to 10 days: changing a DID's address-of-record with the carrier can take up to 10 days to propagate

Fallback When No Location Match (Rest of World)

If no network match is found, the originating caller ID is sent to the PSAP, which performs a database lookup for the address of record associated with that number.