You can configure users with a specified Emergency Callback Number (ECBN) in Control Hub. Once configured, when an emergency call is made by a user their configured ECBN is presented to the PSTN provider. The Public Safety Answer Point (PSAP), which is where emergency calls are routed, responds and then the call is mapped to the assigned Emergency Service Address (ESA). The ESA is the address that the PSAP receives indicating the location of the emergency caller.

When an emergency call is made from a line that belongs to a different location, the ECBN configured on that line will be sent. Call back to that number may not always be the number of the user placing the emergency call, depending on what is configured as ECBN. For more information, see Configuration of shared lines and virtual lines across locations.

Requirements and recommendations

  • We recommend configuring users with their own telephone number to use that number as their ECBN.

  • Configure users that don’t have their own telephone number for an ECBN that is as close as possible to their location. Configure with one of the following: the main number for their location, an assigned ECBN for the location, or any telephone number owned by the location.

  • Each configured ECBN should be the telephone number of an actual user to facilitate a call back from the Public Safety Answering Point.

  • For larger locations, for example, with multiple floors, we recommend that multiple ECBNs are configured.

  • Configure users who don't have a device assigned to them (for example, users who only have a soft client assigned) with a telephone number to facilitate a callback from the Public Safety Answering Point to the device that made the call.

Options for ECBN configuration

When you're configuring ECBN for a location or a user, the following options are available.

Location Default ECBN and Assigned Number from the User's Location must be directed to a live answering point, such as a receptionist or other person within the location. These options can't be an Auto Attendant, Interactive Voice Response (IVR), or other service.

  1. User’s telephone number—Returned calls from the Public Safety Answering Point goes directly to the user. The Emergency Service Address configured by the PSTN to the user’s phone is specific to the user’s location.

  2. Location Default ECBN—Each location can have an ECBN configured that is different from the location’s main number. Location Default ECBN is typically configured for users without dedicated telephone numbers or with only an extension.

  3. Assigned Number from User’s Location—This lets you configure one user with another user’s telephone number as an ECBN. This option is used in place of a location’s main number when the location has multiple floors or buildings. This allows the ECBN assigned to have a more accurate Emergency Service Address associated with it.

Configure ECBN for a location
1

From the customer view in https://admin.webex.com, go to Management, click Locations and then select the location to edit.

2

Select the Calling tab.

3

Click Callback Number in the Emergency Calling section.

4

Select one of the options listed to set as the ECBN for the location.

If a toll-free number is selected as the location's main number, a warning appears, as a toll-free number doesn’t have an emergency service address.

Emergency Callback Number Configuration for a Location

5

Click Save.

Configure telephone number users for ECBN
1

From the customer view in https://admin.webex.com, go to Users, and then select the user to edit.

2

Click Calling, then Emergency Callback Number from the Numbers section.

3

Select one of the options listed to set as the ECBN for the user.

  • User’s phone number

  • Location default emergency callback number

  • Assigned number from user’s location (the number can be a virtual line assigned to a user)

4

Click Save.

Configure extension only users/workspaces for ECBN

Users that don't have their own telephone number, like extension-only users, must be configured to make emergency calls with an accurate ECBN and Emergency Service Address. These users can be configured to use the location default ECBN or another assigned telephone number from that location.

1

From the customer view in https://admin.webex.com, go to Users, and then select the user to edit.

2

Click Calling, then Emergency Callback Number from the Numbers section.

3

Select one of the options listed to set as the ECBN for the user.

  • Location default emergency callback number

  • Assigned number from user’s location

4

Click Save.

Configure virtual lines for ECBN
1

From the customer view in https://admin.webex.com, go to Services > Calling > Virtual Lines.

2

Select the virtual line to be configured for ECBN.

3

Click Calling and then click Emergency callback number from the Numbers section.

4

Select one of the options listed to set as the ECBN for the virtual line.

  • User’s phone number

  • Location default ECBN

  • Assigned number from user’s location (this should be a number assigned to a user in the same location)

The User’s phone number option doesn't appear if the virtual line has only the extension.

5

Click Save.

Non-fixed (soft) devices and ECBN

Users with non-fixed (soft) devices, devices other than desk phones, are often mobile. It’s difficult to provide an accurate Emergency Service Address (ESA) when making emergency calls for a mobile user. It’s recommended that all users with non-fixed devices have a phone number and use that phone number for their ECBN to ensure a call back is directed to the user.

Soft clients on a non-fixed device with cellular capability will always pass an emergency call to the native dialer. In those cases, the calls never go to Webex Calling or the location’s PSTN. Webex Calling doesn’t detect the call, so there’s no record or any other processing of the call provided.

When installing non-fixed devices, the administrator is provided a warning about making emergency calls from these devices. Emergency calls made from non-fixed devices without cellular capability won’t provide an accurate address.

ECBN Notification

The RedSky integration can provide accurate address information for non-fixed devices if desired. For more information, see RedSky Emergency 911 Service for Webex Calling.

Deleting key users or numbers

A key user is one whose direct telephone number is assigned to another user for ECBN. If you delete a key user/number, a warning displays advising that the ECBN is in use.

Delete User Notification

If you delete a key user, the impacted ECBN user automatically defaults to one of the following for ECBN:

  1. Their own telephone number, if one is assigned.

  2. The location default ECBN if they don’t have their own telephone number.

Specifications

The following applies for Webex Calling ECBN service:

  • Webex Calling doesn’t know or store the Emergency Service Address for an emergency call. The Emergency Service Address is provided by the PSTN provider, typically by a static mapping to the ECBN received.

  • Configuration of multiple fixed devices at different locations isn’t supported. However, RedSky can support multiple fixed devices in different locations (based on device capabilities).

  • 933 is an emergency test call number in North America, allowing testing of 911 call configuration without initiating a call to the Public Safety Answering Point. Many PSTN providers provide an IVR that repeats the ECBN and Emergency Service Address.

Support

Contact Partner Help Desk

Contact Partner Help Desk (PHD) for Partner how-to and/or documentation inquiries about the Cisco Calling Plan offering.

PHD contact information:

  • North America: 1-844-613-6108

  • EMEA: +44 129 366 10 20

  • APAC: +61 3 7017 7272

  • Email: webexcalling-phd@cisco.com

Cisco Technical Assistance Center

Contact Cisco Technical Assistance Center (TAC) for:

  • Issues with Control Hub functionality

  • Issues with service, such as dropped calls, call quality issues, or service outages

Cisco TAC resources: