Configuring emergency numbers
WebRTC users in supported countries: Different steps apply
If your agents use WebRTC and are located in a supported country, they use a dedicated emergency calling feature, not the steps on this page. Refer to the relevant page for your platform:
The steps on this page apply only to agents who are not using WebRTC, or who are not located in a supported country.
Overview
The configuring emergency numbers feature allows you to define a list of emergency numbers in the Vonage Contact Center (VCC) Admin Portal. When an agent attempts to dial any of these numbers, VCC blocks the call and displays a warning in ContactPad, directing the agent to use a physical phone instead.
This feature helps you comply with emergency call regulations, such as Kari's Law in the United States.
How it works
Scenario | Behavior |
|---|---|
Agent dials an emergency number | VCC blocks the call and displays a warning in ContactPad. The agent's state changes to Prohibited Emergency. |
Agent acknowledges the warning | The agent's state returns to Ready. |
Agent tries to consult an emergency number during a call | VCC blocks the consult and displays a warning. The agent returns to the original call after clicking Confirm. |
Defining emergency numbers is your responsibility
Defining the list of emergency numbers is your responsibility. Check with local authorities and regulators for the appropriate emergency numbers for your agent locations.
Prerequisites
Prerequisite | Description |
|---|---|
Feature enablement | The emergency numbers feature must be enabled for your account. Contact your Account Manager or Vonage Support if it is not available. |
Admin access | You must have admin access to the VCC Admin Portal to configure emergency numbers. |
Configuration (legacy) access | Emergency numbers are configured in Account Settings > Configuration (legacy). For more information, see Editing Configuration (legacy) - Account Settings. |
Limitations
Limitation | Description |
|---|---|
WebRTC and supported countries | This feature does not apply to agents using WebRTC who are located in a supported country. Those agents use the dedicated emergency calling feature instead. |
Call blocking only | This feature blocks emergency calls made through VCC and warns the agent to use a physical phone. It does not route emergency calls to emergency services. |
Consistent behavior | The blocking behavior applies to all agents, regardless of their location, for all numbers defined in the list. |
Configuration steps
Add an emergency number
Log in to the VCC Admin Portal.
Navigate to Account Settings > Configuration (legacy). For more information on accessing Configuration (legacy), see Editing Configuration (legacy) - Account Settings.
Select the Emergency Numbers tab.
Click Add New.
Enter an emergency number and a name for it.
Click Update.
Delete an emergency number
You can delete emergency numbers individually or clear the entire list.
To delete a single number:
Select the checkbox alongside the number you want to delete.
Click Update.
The emergency number is removed from the list.
To delete all emergency numbers:
Select the Delete checkbox.
Click Update.
The entire list of emergency numbers is cleared.