U.S./Canada—PIDF-LO Address Delivery

In the U.S.and Canada, when Zoom services handle emergency calls, the detected address is embedded directly in the call signaling using the PIDF-LO protocol. This is independent of the caller ID.

U.S./Canada Flow: User dials 911 → Zoom detects location via network data → Dispatchable address is embedded in the call via PIDF-LO → PSAP receives the address directly: no database lookup needed.

Key Benefits

• No ELINs needed — address travels in the call signal, not tied to a phone number

• Real-time address updates — users and admins can update addresses via the Zoom portal; no carrier database update required

• Extension-only users fully supported — they use the Emergency Number Pool for caller ID, but their detected dispatchable address is still sent directly via PIDF-LO

• Personal locations are unlimited — remote workers can create as many as needed, activated in near-real time

BYOC Customers in U.S./Canada

If you use BYOC for day-to-day calls, Zoom will provide the emergency call routing (no extra cost). This is strongly recommended as it provides all the PIDF-LO benefits described above. Regular calls continue through the BYOC carrier; only emergency calls route via Zoom.

Fallback When No Location Match (U.S./Canada)

If no network match is found and the device has no GPS:

• If the user has previously confirmed a personal address, that address is reported

• Otherwise, the location is reported as "Unknown" and the call routes to a nationwide clearinghouse that verbally confirms the caller's location before connecting to the correct PSAP.