Understanding Address Types

Zoom Phone uses three types of emergency addresses.

Company Address

A company address is an emergency address associated with a physical company location, such as a specific building, floor, or wing. Company addresses are created and managed by Zoom Phone administrators. When a user is detected at a company location (via nomadic emergency services), the company address for that location is automatically used for their emergency call.

Company addresses form the foundation of a nomadic emergency services deployment. Each company location defined in Zoom receives its own company address, with network data (Wi-Fi access points, IP subnets, switch ports) mapped to that location to enable automatic detection. U.S./Canada customers using Zoom PSTN calling can also configure GPS coordinates instead of a street address for a company location. This option supports remote locations without traditional addresses, such as construction sites, rural facilities, or outdoor job sites. When a user places an emergency call from such a location, GPS coordinates are transmitted to the PSAP via PIDF-LO, enabling dispatchers to pinpoint the location on a map. GPS coordinates are available only in the U.S./Canada, as this feature requires the PIDF-LO protocol for direct transmission in call signaling.

Address Line 2 character limits (U.S./Canada): Zoom allows up to 60 characters in the Address Line 2 field. However, certain PSAPs will only accept up to 20 characters in the dispatchable location field. If the Address Line 2 exceeds the PSAP's character limit, the additional characters may be truncated or rejected. It is important to test Address Line 2 delivery with the local PSAP prior to going live to confirm the full address is received correctly.

Address validation: When an emergency address is entered or updated, Zoom validates it against compliant address sources to confirm it is a recognized, dispatchable location. In the U.S./Canada, this validation happens automatically before the address can be saved. For other countries, validation may involve a manual processing step handled by Zoom's services team, and addresses will show as "Pending" until approved.

Address validation may fail if the address is relatively new (e.g., a recently constructed building or a newly named street that has not yet been added to the compliant address database). If validation fails, contact Zoom Support to determine whether alternative validation processes are available.

Defining company locations: Zoom Phone sites should be organized geographically, with one country per site. Within each site, define locations and sub-locations corresponding to physical spaces.

Level	Example	Contains
Site	San Jose Campus	One or more Locations
Location	Building A	One or more Sub-locations
Sub-location	Floor 2, Wing B	Dispatchable address + network identifiers

Each sub-location receives its own dispatchable address (with building, floor, and room detail in Address Line 2) and network identifiers. Create a mapping spreadsheet for each physical location and its network data:

Location Name	Address Line 1	Address Line 2	BSSIDs	IP Subnets	Switch MAC + Port	ELIN (if needed)
HQ - Floor 1	123 Main St	Building A, Floor 1	AA:BB:CC:DD:EE:01	10.1.1.0/24	—	—
HQ - Floor 2	123 Main St	Building A, Floor 2	AA:BB:CC:DD:EE:02	10.1.2.0/24	—	—
London Office	45 King St	Suite 300	FF:00:11:22:33:01	172.16.5.0/24	—	[phone]

Personal Address

A personal address is an emergency address created by an individual user for a location outside company offices, most commonly a home office. When a Zoom Workplace app detects an unfamiliar network that does not match any company location, it prompts the user to enter their address. The Zoom Workplace app records the network data (Wi-Fi access point and IP address) for automatic recognition on subsequent connections from that location.

Personal addresses are particularly beneficial for remote and hybrid workers.

Important — Network or IP address changes: Personal locations are saved based on the network data (Wi-Fi BSSID and public IP address) detected at the time the address was created. If the user's home network changes (e.g., a new router is installed) or the public IP address changes (e.g., the ISP assigns a new IP), the Zoom Workplace app will no longer recognize the network and will prompt the user to manually confirm their address. Once confirmed, the updated network data is saved. This process is entirely user-managed — administrators do not manage personal location network updates.

Desk phones at personal locations: IP desk phones at personal locations also rely on the public IP address for location matching. If the public IP address changes, an email notification is sent to the user asking them to confirm their address. The user must confirm the address from the Zoom web portal. In the U.S./Canada with Zoom PSTN calling, users can create an unlimited number of personal addresses, and they activate in near-real time. Outside the U.S./Canada, personal addresses are limited to the number of phone numbers (DIDs) assigned to the user, and activation can take up to 10 days because the address must be updated with the carrier.

Personal locations appear as a separate category in the admin portal. Administrators can monitor which users have created personal locations via the location tracking dashboard.

Recommendation: Enable personal locations for all users, particularly remote workers. Ensure company locations are well-defined before enabling personal locations to avoid duplicates.

Default Address

The default address is the fallback emergency address assigned to a user or phone when no other address can be determined. Every user inherits a default address from their Zoom Phone site when they are first provisioned. If the user has not set a personal address and the system cannot detect a company location, the default address is what gets reported to emergency services.

Users should review and confirm their default address, particularly remote workers. In the U.S./Canada, if a user has never confirmed or updated their default address, Zoom may report the location as "Unknown," which routes the call to a nationwide clearinghouse that verbally confirms the caller's location before connecting to the correct PSAP.

Address Type	Who Creates It	When It Is Used	Best For
Company Address	Administrator	User is detected at a company location	Office buildings, floors, wings, conference rooms
Personal Address	Individual user	User is at a non-company location (e.g., home)	Remote workers, home offices
Default Address	Inherited from site (user can update)	No company or personal location match found	Fallback when location is unknown