If enabled for your account, you can define emergency numbers in the NewVoiceMedia platform.
When an agent attempts to make a call to any of these emergency numbers—using any mechanism supported by NewVoiceMedia—a message appears in ContactPad. The message warns the agent that they cannot make emergency calls using the platform and to use a phone instead. NewVoiceMedia blocks the call. The agent's state changes to Prohibited Emergency until they acknowledge the warning after which the agent's state changes back to Ready.
This behaviour is consistent for all calls to emergency services you define, for all agents, regardless of their location.
The feature enables you to comply with emergency calls regulations, such as Kari's Law in the United States.
Defining the list of emergency numbers is your responsibility. Check with local authorities and regulators for a list of emergency numbers appropriate to your agent locations.
How do I add an emergency number?
To specify emergency numbers, perform the following steps:
- Log in to the NewVoiceMedia platform and go to System Settings. For information on accessing System Settings, see Editing System Settings. If enabled for your account, the Emergency Numbers section is available.
- In the Emergency Numbers section, click Add New.
- Type an emergency number, a name, and click Update.
How do I delete an emergency number?
To delete an emergency number, select the check box alongside the number you want to delete. Click Update. The emergency number is removed from the list of existing numbers.
To delete all the emergency numbers, select the Delete check box and click Update. The list of emergency numbers is cleared.