E911 Emergency Services

When you create your Dialpad account, you’ll be asked to confirm your E911 address.

E911 stands for Enhanced 911, and it’s part of the 911 system that automatically ties a location to the call —  ensuring emergency response teams can locate you in case you call for urgent assistance.

Let's dive into the details.

Set your E911 location

Admins must provide an E911 location when they sign up with Dialpad. 

This address must be a physical location, a PO box cannot be used as an E911 address. 

When team members first access their Dialpad accounts, they will also be asked to confirm their E911 location.

E911 locations can be set at the office level and the individual user level.  

Edit Office E911 location

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

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 it to all existing team members, only new team members, or all team members using the default office address
      
6. Select Verify Address

Edit personal E911 location

To edit your personal E911 location, head to Your Settings from Dialpad.com 

1. Navigate to For Your Safety
2. Select Edit beside the E911 address
   
3. Enter the new address
4. Select Apply Changes
5. Confirm the new address

Emergency notifications

Emergency contacts and 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 Admin Settings from Dialpad.com 

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.

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 Support Team to customize your notification preferences. 

E911 room phone settings

Room phones also have E911 locations. 

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

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 and confirm the changes

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.

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.