Plan requirement
| Subscription | Any plan |
Emergency calls from a cloud phone system need a registered address, and keeping it current is your obligation.
Why this needs attention
A traditional phone line has a fixed address. A cloud phone can be anywhere, so the emergency operator cannot know where you are calling from unless an address has been registered against the number.
That address is what gets passed when someone dials 112 or a national emergency number. If it is wrong, help goes to the wrong place.
Tell us when you move. A new office, an extra floor, a second site: each changes where emergency services should be sent. Nothing updates this automatically, and it is the single most important thing on this page.
Homeworkers and mobile users
Someone taking calls at home is not at the registered address. Decide deliberately how emergency calling should work for them, because the default may not be what you assume.
In many cases the safest instruction is simply that people use their mobile for emergencies. Whatever you decide, tell your staff, because they will assume the desk phone works like a landline.
What differs by country
Obligations vary. Some countries require an address per user rather than per site, some require regular verification, and requirements differ again between our Multi Carrier Trunks and CLASSOUND.
Ask us what applies to you, particularly if you have people in more than one country.
Test it, carefully
Do not dial an emergency number to test. If you want to verify what would be transmitted, ask us and we will check without placing a call.
Put it in your onboarding
The address is registered once and then forgotten until it matters. Add "confirm the emergency address" to whatever checklist you use when someone moves desk or a site changes.
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