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 location details have been registered against the number.
No registered location means no emergency call at all. The rule is absolute. It is not that help would go to the wrong address; without the data on file, the call to emergency services cannot be placed. Providing that information is the customer's responsibility, and we cannot supply it on your behalf.
It is registered per number, not per building
Each outside number carries its own location, so a second site, an extra number or a newly ported one all need their own entry. Wildix sets this requirement for every EU country, so a Dutch number falls under it like any other. This is what we need per number:
| What | Detail |
| The number itself | In full international format, one row per outside number |
| Address | Country, municipality, city, street, building number and postcode |
| Company | Registered name, company registration number and VAT number |
| Italy only | Personal identification details for the responsible person |
Send it to us and we will register it. Tell us when you move: a new office, an extra floor, a second site. Nothing updates this automatically, so it needs a person to keep it current.
The country code has to be set
The system works out which emergency service to reach from the country code, set under Settings > PBX > Language & region, or from a user's office number carrying the right prefix. On a system that has moved country, or one set up in a hurry, this is worth checking.
112 is not the only emergency number
Which numbers reach an emergency service depends on the country, and several recognise more than one. The United Kingdom has 101, 112 and 999; France has 112, 15, 17 and 18; Switzerland has 112 and 144; Ireland 112 and 999; Austria nine of them. Italy and Germany route the whole 11X range.
That matters where dialling is restricted. A phone or dial plan that permits 112 and nothing else blocks 999 in the UK and 17 in France, and nobody finds out until it is needed. Ask us which codes apply to your countries and check them against whatever restriction you have in place.
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.
Italy asks for a great deal more. On CLASSOUND, every EU country needs the numbers, the address, the company name, its registration number and its VAT number. Italy needs all of that plus, for the person the number belongs to, their name, date and place of birth, nationality, personal tax code of sixteen characters, and an identity document with its number, issuing authority and issue date. Collecting that takes longer than anyone plans for, so start it before the numbers are live rather than after.
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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