E911 Emergency Services

When setting up your Dialpad account, you’ll need to confirm your E911 address.

E911, or Enhanced 911, links your phone number to your location, ensuring emergency responders can quickly locate you if needed.

Dialpad allows you to save multiple work locations, so when you travel, your number is always tied to the correct address.

Let's dive into the details.

Who can set an E911 location

Company Admins are required to provide an E911 location when signing up for Dialpad. This address must be a physical location, PO boxes are not accepted. When team members first access their Dialpad accounts, they’ll be prompted to confirm their E911 location.

E911 locations can be set at both the office and company levels, but only those with Office or Company Admin permissions can make these changes.

Individual users can save up to 10 personal working locations, ensuring their Dialpad number is always tied to the correct address, even when traveling.

Note

Contact Center agents without their own numbers cannot change their E911 location — their E911 address will automatically be set to their Office’s E911.

Edit Office E911 location

To edit your office E911 location, head to your Dialpad Admin Settings.

1. Select Office Settings

2. Navigate to Registered Location for Emergency Calls

3. Select Edit
   

4. Enter the new E911 address

5. Choose which team members you'd like the edited E911 number to apply to

   1. You can apply E911 locations to all existing team members, only new team members, or to all team members using the default office address.
       

6. Select Verify Address

Note

Dialpad will verify the address whenever an E911 location is added or edited in the United States, Canada, France or Australia.

Add a personal working location

Use a personal working location to override your office's default E911 address. You can add your own location for more accurate emergency response when you're not at the office.

Dialpad lets you save up to 10 locations, so you don’t need to add a new address every time you visit a different office.

Note

Contact Center agents need direct numbers to add a personal location. By default, the user’s location will be set to their office's E911 address.

To add a personal working location, head to Your Settings.

1. Navigate to Working Location

2. Select Add location
   

3. Name the location

   1. Keep it simple—this name will appear in your in-app location list.

4. Enter the address

5. Select Verify, then Save

Working locations are selected from the Dialpad app.

1. Select your avatar

2. Select the arrow beside Working location

3. Choose the desired working location
   

Tip

You can create up to 10 personal working locations with aliases for each.

E911 room phone settings

Room phones also have E911 locations. 

To update or review a room phone's E911 location, head to your Dialpad Admin Settings.

1. Select Office 

2. Select Desk Phones

3. Beside the desired phone, select Options 

4. Select Edit

   

5. Navigate to Registered Emergency Services Location

6. Select Edit

7. Enter the new address

8. Select Verify, then confirm the changes

Notifications for E911 updates

Emergency contacts and/or admins will receive notifications when their Offices change E911 locations, as well as when someone calls emergency services from Dialpad.

To edit or review who will be notified, head to your Dialpad Admin Settings.

1. Select Office Settings

2. Navigate to Registered Location for Emergency Calls

3. Select View/Edit beside how many people will be notified
   
   

   A popup will open, displaying who your current notification contacts are, and their notification methods (email, SMS or call).

   • To add a new emergency contact, select Add emergency contact

   • To remove an emergency contact, select Remove
     
     

Emergency notifications include the user who called emergency services, the number they dialed, and the time of the call.

Note

Generic SIP devices don’t support E911 functionality.

Change of address notifications

Default settings for change of address notifications are:

• Company Administrators: Notified for every Office.

• Regional Administrators: Notified for their regional Office(s).

• Office Administrators: Notified for their specific Office.

Want to adjust who is being notified? Reach out to our Customer Care Team to customize your notification preferences.

Test your E911 location

The 933 service is a courtesy text-to-speech service that Dialpad offers as part of our 911 package. It’s intended to be used during the onboarding process to test connectivity to emergency services for the 911 service before making live 911 calls. When an end user dials 933, it will return the phone number and address provisioned in the portal.

Note

Although the 933 service is available anytime (please limit to 1 call per minute), it isn't meant to be used as a fully functional address verification service. To verify the full address, it's best to check the provisioned address directly in the portal or via the API call. The 933 readback messages are also available via email notifications.

The 933 service only applies to phone numbers in the US and Canada.

When you make a 933 call, the service will read the number you’re calling from and the address that was provisioned for that number. If the address isn’t the one you configured, please update the appropriate office, user or room phone.

A 933 call resulting in an error code indicates an issue preventing the location from being provisioned. Depending on the issue, the message may provide additional details to help identify the root cause.