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const container = document.getElementById("headerModule"); const props = { profileLink, darkModeSetting, localeSetting, settings, signedIn }; renderHeader(props, container); </script> <main role="main"> <div id='articlePage'></div> <div id='article-body' style="display: none;"> <div class="body"> <div class="docs-wmp-link" style="text-align: right; font-size: 0.8em;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank">What's my plan?</a></div> <p class="p"><img alt="Available on all Suite plans" class="image" id="id_4408835710618__image_l25_2cj_n4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png"/></p> <p class="p"><img alt="Available on all Talk plans" class="image" id="id_4408835710618__image_jnd_nd2_mdb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_talk_lba.png"/></p> <div class="note fastpath" style="margin-right: 0px;"> <span class="fastpathtitle">Quick Look: </span> <span class="ph">Admin Center > Channels > Talk and email > Talk</span> </div> <p class="p">In this article, you'll learn how you can make emergency calls from Talk in certain countries. You can enable emergency calling on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833956122" target="_blank">any Talk plan</a>, including legacy plans.</p> <p class="p" dir="ltr">This article includes these sections:</p> <ul class="ul" id="id_4408835710618__ul_cdb_225_vrb"> <li class="li"><a class="xref" href="#topic_usx_rc5_vrb">About emergency calling</a></li> <li class="li"><a class="xref" href="#topic_u2w_yzv_hsb">Associating an emergency address with a Talk phone number (US and Canada numbers only)</a></li> <li class="li"><a class="xref" href="#topic_aq2_sd5_vrb">Testing emergency calling (US and Canada numbers only)</a></li> <li class="li"><a class="xref" href="#topic_v4l_5d5_vrb">Making an emergency call</a></li> <li class="li"><a class="xref" href="#topic_dj4_vj1_f5b">Sending an emergency text</a></li> <li class="li"><a class="xref" href="#topic_wbg_vj1_f5b">Contacting the US National Suicide Prevention Lifeline (988)</a></li> <li class="li"><a class="xref" href="#topic_lmf_wd5_vrb">Billing for emergency calling</a></li> <li class="li"><a class="xref" href="#topic_f3d_zd5_vrb">Supplemental terms and conditions for emergency calling</a></li> <li class="li"><a class="xref" href="#topic_hlq_brv_hsb">Related articles</a></li> </ul> </div> <div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_usx_rc5_vrb"> <h2 class="title topictitle2" id="ariaid-title2">About emergency calling</h2> <div class="body"> <p class="p" dir="ltr">Emergency calling is available in some countries (United States, Canada, the UK, Australia, Ireland, France, Germany, and Austria) when using Talk, enabling outbound calls to be made to emergency services (for example, 911, 999, and 112). In the event of an emergency, agents can quickly get in contact with emergency services using the Talk call console.</p> <p class="p">In the event that an emergency address is not registered to a US or Canada based number, 911 calls are routed to a national emergency call center. A trained agent at the emergency call center asks for the caller’s name, phone number, and location. Then, they transfer the caller to the appropriate local Public Safety Answering Point (PSAP) or otherwise determine the best way to provide emergency services. If you make a 911 call from a US or Canada phone number that does not have an associated emergency address, Zendesk reserves the right to pass a fee of $75 onto you.</p> <p class="p" dir="ltr">In all cases, unless absolutely necessary, Zendesk recommends using traditional telephony for making emergency calls instead of using Talk. Emergency calling in Talk is Internet-based and is different and limited compared to traditional land line or cellular services. For example, it may be unavailable due to loss of power, Internet connectivity, technical infeasibility, suspension of services due to billing issues, Zendesk outage, or an outage within your network, or the network of our underlying provider or their carriers. </p> <div class="note note"> <span class="notetitle">Note:</span> You can only dial emergency services if outbound calling is enabled for the phone numbers in your Talk account. Emergency calling within Talk does not currently include access to other non-emergency help lines, such as Harmonised Services of Social Value in the EU. It is only technically feasible for Zendesk to enable basic and enhanced emergency calling in countries where Twilio, Zendesk’s voice services provider, supports it (the “supported countries”). Therefore, Talk does not support emergency calling in countries other than the supported countries. </div> </div> </div> <div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_u2w_yzv_hsb"> <h2 class="title topictitle2" id="ariaid-title3">Associating an emergency address with a Talk phone number (US and Canada numbers only)</h2> <div class="body"> <p class="p">In the US and Canada, Talk supports <a class="xref" href="https://www.fcc.gov/general/enhanced-9-1-1-wireless-services" target="_blank">Enhanced 911</a> (E911). With E911, an emergency address can be associated with any US or Canada based phone number. Calls made from numbers with an associated emergency address are routed directly to the local Public Safety Answering Point (PSAP) serving the address. The call automatically includes the caller’s phone number and corresponding address information for the 911 dispatcher answering the call. Associating an emergency address with a phone number costs $0.75 per phone number per month. This monthly fee is charged by the state and/or local government to fund their emergency response systems and is passed on to you by Zendesk as part of your Talk usage charges. </p> <p class="p" dir="ltr"><strong class="ph b">To associate an emergency address to a US or Canada phone number in Zendesk Talk</strong></p> <ol class="ol" id="topic_u2w_yzv_hsb__ol_j2q_5c5_vrb"> <li class="li"> <span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_u2w_yzv_hsb__d8e685" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png"/> <strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email > Talk</strong>.</span><p class="p">The <strong class="ph b">Talk settings</strong> page displays.</p> </li> <li class="li" dir="ltr">On the <strong class="ph b">Talk settings</strong> page, click the <strong class="ph b">Lines</strong> tab, find the phone line that you want to edit and then open it.<div class="note note"> <span class="notetitle">Note:</span> You can only add an emergency address to a U.S. or Canada phone number. Only one emergency address can be associated with a phone number at a given time.</div> </li> <li class="li" dir="ltr">On the <strong class="ph b">Settings</strong> tab (of the phone line), scroll down to the <strong class="ph b">Emergency Address</strong> section, and then click the <strong class="ph b">Add address</strong> button.<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_u2w_yzv_hsb__image_s3d_bl5_vrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_emergency_add_address.png" width="500"/></p> </li> <li class="li" dir="ltr">Enter the physical address that you want to associate with the phone line or, if you have previously entered the address, then select it from the dropdown list <div class="note note"> <span class="notetitle">Note:</span> This address may be used to dispatch police, fire, emergency medical and other emergency response resources. </div> <p class="p">The address information you enter is passed through an emergency address validation system and you may receive a suggested address, if a better match is found in the database.</p> <div class="note note"> <span class="notetitle">Note:</span> In the US and Canada, the address must be recognized by the Master Street Address Guide (MSAG) database. The MSAG address often differs from the equivalent US Postal Service address because the MSAG uses the community name (township, city, county) from where the closest responding PSAP will come.</div> </li> <li class="li" dir="ltr">If prompted, confirm that you want to proceed with the suggested address. </li> <li class="li" dir="ltr">Make sure you click <strong class="ph b">Save changes</strong> before you leave the page. <p class="p">The address moves into the <strong class="ph b">Pending registration</strong> state. </p> <p class="p"><img class="image img-screenshot" id="topic_u2w_yzv_hsb__image_rdm_cl5_vrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_emergency_pending_reg.png" width="500"/></p> <p class="p">Once registration of the emergency address to the phone number is complete, the status associated with the emergency address changes to <strong class="ph b">Registered</strong>. It can take up to 5 minutes for the status of the emergency address to change. </p> <p class="p" dir="ltr"><img class="image img-screenshot" id="topic_u2w_yzv_hsb__image_b4z_dl5_vrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_emergency_registered_address.png" width="500"/></p> </li> </ol> <div class="note note"> <span class="notetitle">Note:</span> To remove an emergency address from a phone number, please contact the Zendesk Customer Support team.</div> </div> </div> <div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_aq2_sd5_vrb"> <h2 class="title topictitle2" id="ariaid-title4">Testing emergency calling (US and Canada numbers only)</h2> <div class="body"> <p class="p">If you want to check that your Talk account has been properly configured for emergency calling, you can make a test call by dialing 933. You'll be connected to an automated system that reads back the phone number that you’re calling from, along with the address associated with that number. This must be done sparingly. Some localities require you to schedule emergency test calls in advance and will charge penalties otherwise. You should check with your local authorities before placing any unscheduled emergency call tests.</p> <p class="p" dir="ltr"><strong class="ph b">To place a live emergency test call to 911</strong></p> <p class="p" dir="ltr">You can place a test call to verify the information that the emergency responder receives. Call 911 then use the following script.</p> <ul class="ul" id="topic_aq2_sd5_vrb__ul_bkj_sd5_vrb"> <li class="li" dir="ltr">"Hello, this is not an emergency call. This is a test. Do you have a moment to verify my emergency information or can we schedule a later time to do so?"</li> <li class="li" dir="ltr">"Can you verify the address that you received for my call?" Confirm that this matches your intended emergency address.</li> <li class="li" dir="ltr">"Can you verify the telephone number you received for my call?" Confirm that this matches the phone number that you called from.</li> <li class="li" dir="ltr">"Thank you for your time."</li> </ul> <p class="p" dir="ltr">If for any reason the address read back to you is incorrect, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact Zendesk Customer Support</a>.</p> </div> </div> <div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_v4l_5d5_vrb"> <h2 class="title topictitle2" id="ariaid-title5">Making an emergency call</h2> <div class="body"> <p class="p" dir="ltr">Making an emergency call in Talk is similar to any other <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162-Making-outbound-calls#topic_orv_t31_5hb" target="_blank">outbound call in the Talk console</a>. The only important difference is that you do not need to enter the country code (for example, +1). To initiate a US emergency call, dial <strong class="ph b">911</strong>, then click <strong class="ph b">Call</strong>.</p> <div class="note note"> <span class="notetitle">Note:</span> You can only dial emergency services in the country associated with your selected outbound number. For example, if you want to call US emergency services, the outbound number selected in the Talk console must be a US based phone number. If for example you had a French based phone number selected as the outbound number, a call to US emergency services (911) would not connect.</div> </div> </div> <div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_dj4_vj1_f5b"> <h2 class="title topictitle2" id="ariaid-title6">Sending an emergency text</h2> <div class="body"> <p class="p">Agents can send proactive text messages to emergency phone numbers where available. For help creating proactive text messages, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882005402-Using-Text-notifications-with-triggers-Recipes-and-tips#topic_arl_s33_xhb" target="_blank">Using Text notifications with triggers: Recipes and tips</a>.</p> <p class="p">In addition to the steps in the article, you'll need to create an end user with a short code emergency number (for example 911, 999, or 988). You'll then specify that user as the requester when you sent a proactive message from a ticket.</p> <p class="p">Additionally, ensure that the setting <strong class="ph b">Validate users phone numbers</strong> is unchecked (in Admin Center under <strong class="ph b">People</strong> > <strong class="ph b">Configuration</strong> > <strong class="ph b">End users</strong>). If this setting is enabled, the users phone number must be in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823756570" target="_blank">E.164 format</a> meaning that short code numbers such as 911 will not validate and cannot be used.</p> </div> </div> <div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_wbg_vj1_f5b"> <h2 class="title topictitle2" id="ariaid-title7">Contacting the US National Suicide Prevention Lifeline (988)</h2> <div class="body"> <p class="p">In the event of a mental or emotional health emergency, agents can contact the US National Suicide Prevention Lifeline (988) using the Talk call console. The 988 Suicide & Crisis Lifeline is a national network of local crisis centers that provides free and confidential emotional support to people in suicidal crisis or emotional distress 24 hours a day, seven days a week in the United States.</p> <div class="p"> <div class="note note"> <span class="notetitle">Note:</span> The same <a class="xref" href="#topic_usx_rc5_vrb">restrictions and recommendations</a> that apply to calling US emergency services (911) also apply to calling 988.</div> </div> <p class="p"><a class="xref" href="https://988lifeline.org/" target="_blank">Find more information about the 988 Suicide & Crisis Lifeline</a></p> </div> </div> <div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_lmf_wd5_vrb"> <h2 class="title topictitle2" id="ariaid-title8">Billing for emergency calling</h2> <div class="body"> <p class="p" dir="ltr">Depending on where you are in the world and the phone numbers you use to call emergency services, billing can differ. The following sections detail the charges for using emergency calling in Talk.</p> </div> <div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_spg_jqv_hsb"> <h3 class="title topictitle3" id="ariaid-title9">Charges for the United States and Canada</h3> <div class="body"> <p class="p" dir="ltr">Associating an emergency address with a phone number (US and Canada only) has a cost of $0.75 per phone number per month. This monthly fee is charged by the state and/or local government to fund their emergency response systems, and is passed on to you by Zendesk as part of your Talk usage charges.</p> <p class="p" dir="ltr">If you make a 911 call from a US or Canada phone number that does not have an associated emergency address, Zendesk reserves the right to pass on a $75 fee.</p> <p class="p" dir="ltr">Calls to 911 are charged at the normal rates advertised on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482-Zendesk-Talk-number-availability-and-pricing" target="_blank">Talk pricing page</a>.</p> </div> </div> <div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_y4s_jqv_hsb"> <h3 class="title topictitle3" id="ariaid-title10">Charges for all other locations </h3> <div class="body"> <p class="p" dir="ltr">Calls to the relevant emergency numbers outside of North America (for example, 999 or 112) are charged the normal rates advertised on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482-Zendesk-Talk-number-availability-and-pricing" target="_blank">Talk pricing page</a>, except for European Union countries where the calls are free. </p> </div> </div> </div> <div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_f3d_zd5_vrb"> <h2 class="title topictitle2" id="ariaid-title11">Supplemental terms and conditions for emergency calling</h2> <div class="body"> <p class="p" dir="ltr">There are additional terms and conditions for emergency calling in Talk. More information can be found <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831944730-Supplemental-terms-Zendesk-s-service-specific-terms" target="_blank">here</a>.</p> </div> </div> <div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_hlq_brv_hsb"> <h2 class="title topictitle2" id="ariaid-title12">Related articles</h2> <div class="body"> <ul class="ul" id="topic_hlq_brv_hsb__ul_jhq_g25_vrb"> <li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Zendesk Talk number availability and pricing</a></li> <li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" target="_blank">Making outbound calls</a></li> </ul> </div> </div> </div> <div id="articleCommentsWrapper" style="display: none"> <div id="actions_comment_5059707016602"><div data-helper="comment-actions" data-json="{"comment_id":5059707016602,"parent_id":4411085317018,"parent_type":"Article"}" hidden="hidden"></div></div> </div> <div id="commentFormZ2" style="display: none"> </div> <script type='module'> import { renderArticlePage } from 'articlePage'; let voteUp = ''; let voteDown = ''; voteUp = `<button type="button" class="" data-auth-action="signin" aria-label="This article was helpful" aria-pressed="false">Yes</button>`; voteDown = `<button type="button" class="" data-auth-action="signin" aria-label="This article was not helpful" aria-pressed="false">No</button>`; let author_badges = []; author_badges.push({ category_slug: "titles", name: "Zendesk Documentation Team", description: "" }); let contentTagItems = []; const comments = []; let commentAuthorBadges = []; commentAuthorBadges = []; comments.push({ id: 5059707016602, anchor: "comment_5059707016602", author: {"name":"Ollie","url":null,"agent":false,"avatar_url":"https://secure.gravatar.com/avatar/8e81be853aba5b9cadb56de371f88d4b?default=https%3A%2F%2Fassets.zendesk.com%2Fhc%2Fassets%2Fdefault_avatar.png\u0026r=g","signed_in":false,"id":1263213532669,"role":"anonymous","organizations":[],"badges":[]}, created_at: "2022-10-24T10:20:08Z", updated_at: "2022-10-24T10:20:08Z", body: "\u003cp\u003eHi\u003c/p\u003e\n\u003cp\u003e \u003c/p\u003e\n\u003cp\u003eCan you please add the availability to call 101 and 111 in the UK please? These are both for emergency services also but may not require the same immediate attention as 999.\u003c/p\u003e\n\u003cp\u003e \u003c/p\u003e\n\u003cp\u003eThanks\u003c/p\u003e", author_badges: commentAuthorBadges, actions: `<div data-helper="comment-actions" data-json="{"comment_id":5059707016602,"parent_id":4411085317018,"parent_type":"Article"}" hidden="hidden"></div>`, vote_sum: 0, voteUp: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was helpful" aria-pressed="false">Yes</button>`, voteDown: `<button type="button" class="" data-auth-action="signin" aria-label="This comment was not helpful" aria-pressed="false">No</button>` }); const labels = []; labels.push({ "identifier": "mtpe" }) labels.push({ "identifier": "Talk" }) labels.push({ "identifier": "billing" }) labels.push({ "identifier": "calling" }) labels.push({ "identifier": "emergency" }) labels.push({ "identifier": "role_admin" }) const signedIn = false; const darkModeSetting = false; const baseUrlSetting = "https://support.zendesk.com"; const localeSetting = "en-us"; const breadcrumbs = `<nav aria-label="Current location"> <ol class="breadcrumbs"> <li> <a href="/hc/en-us">Zendesk help</a> </li> <li> <a href="/hc/en-us/categories/6191910393754-Product-guides">Product guides</a> </li> <li> <a href="/hc/en-us/sections/4405298861722-Using-Talk">Using Talk</a> </li> <li> <a href="/hc/en-us/sections/4405298905114-Setting-up-Talk">Setting up Talk</a> </li> </ol> </nav> `; const attachments = []; const author = {"name":"Amy Malka","url":null,"agent":false,"avatar_url":"https://support.zendesk.com/system/photos/1260912035750/amalka_profile_pic.jpg","signed_in":false,"id":1263082060629,"role":"anonymous","organizations":[],"badges":[{"id":"01FJN2KHJGCQV3MHW7XQHS95QZ","name":"Zendesk Documentation Team","description":"","category_slug":"titles","icon_url":null,"assigned_at":"2021-11-02T21:37:08Z"}]}; const created_at = "2021-11-15T17:58:39Z"; const edited_at = "2024-06-21T18:28:34Z"; const id = 4411085317018; const title = "Emergency calling in Talk"; const internal = false; const body = "\n\u003cdiv class=\"body\"\u003e\n\u003cdiv class=\"docs-wmp-link\" style=\"text-align: right; font-size: 0.8em;\"\u003e\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/5411234991258-plan\" target=\"_blank\"\u003eWhat's my plan?\u003c/a\u003e\u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003cimg alt=\"Available on all Suite plans\" class=\"image\" id=\"id_4408835710618__image_l25_2cj_n4b\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_suite_all.png\"/\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg alt=\"Available on all Talk plans\" class=\"image\" id=\"id_4408835710618__image_jnd_nd2_mdb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_talk_lba.png\"/\u003e\u003c/p\u003e\n\u003cdiv class=\"note fastpath\" style=\"margin-right: 0px;\"\u003e\n\u003cspan class=\"fastpathtitle\"\u003eQuick Look: \u003c/span\u003e \u003cspan class=\"ph\"\u003eAdmin Center \u0026gt; Channels \u0026gt; Talk and email \u0026gt; Talk\u003c/span\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003eIn this article, you'll learn how you can make emergency calls from Talk in certain\n countries. You can enable emergency calling on \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408833956122\" target=\"_blank\"\u003eany Talk plan\u003c/a\u003e, including legacy plans.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eThis article includes these sections:\u003c/p\u003e\n\u003cul class=\"ul\" id=\"id_4408835710618__ul_cdb_225_vrb\"\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_usx_rc5_vrb\"\u003eAbout emergency calling\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_u2w_yzv_hsb\"\u003eAssociating an emergency address with a Talk phone number (US and Canada numbers only)\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_aq2_sd5_vrb\"\u003eTesting emergency calling (US and Canada numbers only)\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_v4l_5d5_vrb\"\u003eMaking an emergency call\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_dj4_vj1_f5b\"\u003eSending an emergency text\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_wbg_vj1_f5b\"\u003eContacting the US National Suicide Prevention Lifeline (988)\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_lmf_wd5_vrb\"\u003eBilling for emergency calling\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_f3d_zd5_vrb\"\u003eSupplemental terms and conditions for emergency calling\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\"\u003e\u003ca class=\"xref\" href=\"#topic_hlq_brv_hsb\"\u003eRelated articles\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title2\" class=\"topic nested1\" id=\"topic_usx_rc5_vrb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title2\"\u003eAbout emergency calling\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eEmergency calling is available in some countries (United States, Canada,\n the UK, Australia, Ireland, France, Germany, and Austria) when using Talk, enabling\n outbound calls to be made to emergency services (for example, 911, 999, and 112). In\n the event of an emergency, agents can quickly get in contact with emergency services\n using the Talk call console.\u003c/p\u003e\n\u003cp class=\"p\"\u003eIn the event that an emergency address is not registered to a US or Canada based\n number, 911 calls are routed to a national emergency call center. A trained agent at\n the emergency call center asks for the caller’s name, phone number, and location.\n Then, they transfer the caller to the appropriate local Public Safety Answering\n Point (PSAP) or otherwise determine the best way to provide emergency services. If\n you make a 911 call from a US or Canada phone number that does not have an\n associated emergency address, Zendesk reserves the right to pass a fee of $75 onto\n you.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eIn all cases, unless absolutely necessary, Zendesk recommends using\n traditional telephony for making emergency calls instead of using Talk. Emergency\n calling in Talk is Internet-based and is different and limited compared to\n traditional land line or cellular services. For example, it may be unavailable due\n to loss of power, Internet connectivity, technical infeasibility, suspension of\n services due to billing issues, Zendesk outage, or an outage within your network, or\n the network of our underlying provider or their carriers. \u003c/p\u003e\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e You can only dial emergency services if outbound calling is enabled for the phone\n numbers in your Talk account. Emergency calling within Talk does not currently\n include access to other non-emergency help lines, such as Harmonised Services of\n Social Value in the EU. It is only technically feasible for Zendesk to enable basic\n and enhanced emergency calling in countries where Twilio, Zendesk’s voice services\n provider, supports it (the “supported countries”). Therefore, Talk does not support\n emergency calling in countries other than the supported countries. \u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title3\" class=\"topic nested1\" id=\"topic_u2w_yzv_hsb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title3\"\u003eAssociating an emergency address with a Talk phone number (US and Canada numbers only)\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eIn the US and Canada, Talk supports \u003ca class=\"xref\" href=\"https://www.fcc.gov/general/enhanced-9-1-1-wireless-services\" target=\"_blank\"\u003eEnhanced 911\u003c/a\u003e (E911). With E911, an\n emergency address can be associated with any US or Canada based phone number. Calls\n made from numbers with an associated emergency address are routed directly to the\n local Public Safety Answering Point (PSAP) serving the address. The call\n automatically includes the caller’s phone number and corresponding address\n information for the 911 dispatcher answering the call. Associating an emergency\n address with a phone number costs $0.75 per phone number per month. This monthly fee\n is charged by the state and/or local government to fund their emergency response\n systems and is passed on to you by Zendesk as part of your Talk usage charges. \u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003e\u003cstrong class=\"ph b\"\u003eTo associate an emergency address to a US or Canada phone number in\n Zendesk Talk\u003c/strong\u003e\u003c/p\u003e\n\u003col class=\"ol\" id=\"topic_u2w_yzv_hsb__ol_j2q_5c5_vrb\"\u003e\n\u003cli class=\"li\"\u003e\n\u003cspan class=\"ph\"\u003eIn \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb\" target=\"_blank\"\u003eAdmin Center\u003c/a\u003e, click\n \u003cimg class=\"image\" id=\"topic_u2w_yzv_hsb__d8e685\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png\"/\u003e\n\u003cstrong class=\"ph b\"\u003eChannels\u003c/strong\u003e in the sidebar, then select \u003cstrong class=\"ph b\"\u003eTalk and email \u0026gt; Talk\u003c/strong\u003e.\u003c/span\u003e\u003cp class=\"p\"\u003eThe \u003cstrong class=\"ph b\"\u003eTalk settings\u003c/strong\u003e page displays.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003eOn the \u003cstrong class=\"ph b\"\u003eTalk settings\u003c/strong\u003e page, click the \u003cstrong class=\"ph b\"\u003eLines\u003c/strong\u003e tab, find the\n phone line that you want to edit and then open it.\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e You can only add an\n emergency address to a U.S. or Canada phone number. Only one emergency\n address can be associated with a phone number at a given time.\u003c/div\u003e\n\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003eOn the \u003cstrong class=\"ph b\"\u003eSettings\u003c/strong\u003e tab (of the phone line), scroll down to the\n \u003cstrong class=\"ph b\"\u003eEmergency Address\u003c/strong\u003e section, and then click the \u003cstrong class=\"ph b\"\u003eAdd address\u003c/strong\u003e\n button.\u003cp class=\"p\" dir=\"ltr\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_u2w_yzv_hsb__image_s3d_bl5_vrb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_emergency_add_address.png\" width=\"500\"/\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003eEnter the physical address that you want to associate with the phone\n line or, if you have previously entered the address, then select it from the\n dropdown list \u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e This address may be used to dispatch police, fire, emergency\n medical and other emergency response resources. \u003c/div\u003e\n\u003cp class=\"p\"\u003eThe address\n information you enter is passed through an emergency address validation\n system and you may receive a suggested address, if a better match is found\n in the database.\u003c/p\u003e\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e In the US and Canada, the address must be\n recognized by the Master Street Address Guide (MSAG) database. The MSAG\n address often differs from the equivalent US Postal Service address because\n the MSAG uses the community name (township, city, county) from where the\n closest responding PSAP will come.\u003c/div\u003e\n\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003eIf prompted, confirm that you want to proceed with the suggested\n address. \u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003eMake sure you click \u003cstrong class=\"ph b\"\u003eSave changes\u003c/strong\u003e before you leave the page.\n \u003cp class=\"p\"\u003eThe address moves into the \u003cstrong class=\"ph b\"\u003ePending registration\u003c/strong\u003e state.\n \u003c/p\u003e\n\u003cp class=\"p\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_u2w_yzv_hsb__image_rdm_cl5_vrb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_emergency_pending_reg.png\" width=\"500\"/\u003e\u003c/p\u003e\n\u003cp class=\"p\"\u003eOnce registration of the\n emergency address to the phone number is complete, the status associated\n with the emergency address changes to \u003cstrong class=\"ph b\"\u003eRegistered\u003c/strong\u003e. It can take up to 5\n minutes for the status of the emergency address to change. \u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003e\u003cimg class=\"image img-screenshot\" id=\"topic_u2w_yzv_hsb__image_b4z_dl5_vrb\" src=\"https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_emergency_registered_address.png\" width=\"500\"/\u003e\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e To remove an emergency address from a phone number, please contact the Zendesk\n Customer Support team.\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title4\" class=\"topic nested1\" id=\"topic_aq2_sd5_vrb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title4\"\u003eTesting emergency calling (US and Canada numbers only)\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eIf you want to check that your Talk account has been properly configured for\n emergency calling, you can make a test call by dialing 933. You'll be connected to\n an automated system that reads back the phone number that you’re calling from, along\n with the address associated with that number. This must be done sparingly. Some\n localities require you to schedule emergency test calls in advance and will charge\n penalties otherwise. You should check with your local authorities before placing any\n unscheduled emergency call tests.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003e\u003cstrong class=\"ph b\"\u003eTo place a live emergency test call to 911\u003c/strong\u003e\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eYou can place a test call to verify the information that the emergency\n responder receives. Call 911 then use the following script.\u003c/p\u003e\n\u003cul class=\"ul\" id=\"topic_aq2_sd5_vrb__ul_bkj_sd5_vrb\"\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\"Hello, this is not an emergency call. This is a test. Do you have a\n moment to verify my emergency information or can we schedule a later time to do\n so?\"\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\"Can you verify the address that you received for my call?\" Confirm\n that this matches your intended emergency address.\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\"Can you verify the telephone number you received for my call?\"\n Confirm that this matches the phone number that you called from.\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\"Thank you for your time.\"\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eIf for any reason the address read back to you is incorrect, \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408843597850\" target=\"_blank\"\u003econtact Zendesk Customer Support\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title5\" class=\"topic nested1\" id=\"topic_v4l_5d5_vrb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title5\"\u003eMaking an emergency call\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eMaking an emergency call in Talk is similar to any other \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408836235162-Making-outbound-calls#topic_orv_t31_5hb\" target=\"_blank\"\u003eoutbound call in the Talk console\u003c/a\u003e. The\n only important difference is that you do not need to enter the country code (for\n example, +1). To initiate a US emergency call, dial \u003cstrong class=\"ph b\"\u003e911\u003c/strong\u003e, then click\n \u003cstrong class=\"ph b\"\u003eCall\u003c/strong\u003e.\u003c/p\u003e\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e You can only dial emergency services in the country associated with your selected\n outbound number. For example, if you want to call US emergency services, the\n outbound number selected in the Talk console must be a US based phone number. If for\n example you had a French based phone number selected as the outbound number, a call\n to US emergency services (911) would not connect.\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title6\" class=\"topic nested1\" id=\"topic_dj4_vj1_f5b\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title6\"\u003eSending an emergency text\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eAgents can send proactive text messages to emergency phone numbers where available.\n For help creating proactive text messages, see \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408882005402-Using-Text-notifications-with-triggers-Recipes-and-tips#topic_arl_s33_xhb\" target=\"_blank\"\u003eUsing Text notifications with triggers: Recipes\n and tips\u003c/a\u003e.\u003c/p\u003e\n\u003cp class=\"p\"\u003eIn addition to the steps in the article, you'll need to create an end user with a\n short code emergency number (for example 911, 999, or 988). You'll then specify that\n user as the requester when you sent a proactive message from a ticket.\u003c/p\u003e\n\u003cp class=\"p\"\u003eAdditionally, ensure that the setting \u003cstrong class=\"ph b\"\u003eValidate users phone numbers\u003c/strong\u003e is\n unchecked (in Admin Center under \u003cstrong class=\"ph b\"\u003ePeople\u003c/strong\u003e \u0026gt; \u003cstrong class=\"ph b\"\u003eConfiguration\u003c/strong\u003e \u0026gt; \u003cstrong class=\"ph b\"\u003eEnd\n users\u003c/strong\u003e). If this setting is enabled, the users phone number must be in \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408823756570\" target=\"_blank\"\u003eE.164 format\u003c/a\u003e meaning that short code numbers such as 911\n will not validate and cannot be used.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title7\" class=\"topic nested1\" id=\"topic_wbg_vj1_f5b\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title7\"\u003eContacting the US National Suicide Prevention Lifeline (988)\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\"\u003eIn the event of a mental or emotional health emergency, agents can contact the US\n National Suicide Prevention Lifeline (988) using the Talk call console. The 988\n Suicide \u0026amp; Crisis Lifeline is a national network of local crisis centers that\n provides free and confidential emotional support to people in suicidal crisis or\n emotional distress 24 hours a day, seven days a week in the United States.\u003c/p\u003e\n\u003cdiv class=\"p\"\u003e\n\u003cdiv class=\"note note\"\u003e\n\u003cspan class=\"notetitle\"\u003eNote:\u003c/span\u003e The same \u003ca class=\"xref\" href=\"#topic_usx_rc5_vrb\"\u003erestrictions and recommendations\u003c/a\u003e\n that apply to calling US emergency services (911) also apply to calling\n 988.\u003c/div\u003e\n\u003c/div\u003e\n\u003cp class=\"p\"\u003e\u003ca class=\"xref\" href=\"https://988lifeline.org/\" target=\"_blank\"\u003eFind more\n information about the 988 Suicide \u0026amp; Crisis Lifeline\u003c/a\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title8\" class=\"topic nested1\" id=\"topic_lmf_wd5_vrb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title8\"\u003eBilling for emergency calling\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eDepending on where you are in the world and the phone numbers you use to\n call emergency services, billing can differ. The following sections detail the\n charges for using emergency calling in Talk.\u003c/p\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title9\" class=\"topic nested2\" id=\"topic_spg_jqv_hsb\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title9\"\u003eCharges for the United States and Canada\u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eAssociating an emergency address with a phone number (US and Canada\n only) has a cost of $0.75 per phone number per month. This monthly fee is\n charged by the state and/or local government to fund their emergency response\n systems, and is passed on to you by Zendesk as part of your Talk usage\n charges.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eIf you make a 911 call from a US or Canada phone number that does not\n have an associated emergency address, Zendesk reserves the right to pass on a\n $75 fee.\u003c/p\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eCalls to 911 are charged at the normal rates advertised on the \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408846483482-Zendesk-Talk-number-availability-and-pricing\" target=\"_blank\"\u003eTalk pricing page\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title10\" class=\"topic nested2\" id=\"topic_y4s_jqv_hsb\"\u003e\n\u003ch3 class=\"title topictitle3\" id=\"ariaid-title10\"\u003eCharges for all other locations \u003c/h3\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eCalls to the relevant emergency numbers outside of North America (for\n example, 999 or 112) are charged the normal rates advertised on the \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408846483482-Zendesk-Talk-number-availability-and-pricing\" target=\"_blank\"\u003eTalk pricing page\u003c/a\u003e, except for European\n Union countries where the calls are free. \u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title11\" class=\"topic nested1\" id=\"topic_f3d_zd5_vrb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title11\"\u003eSupplemental terms and conditions for emergency calling\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cp class=\"p\" dir=\"ltr\"\u003eThere are additional terms and conditions for emergency calling in Talk.\n More information can be found \u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408831944730-Supplemental-terms-Zendesk-s-service-specific-terms\" target=\"_blank\"\u003ehere\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv aria-labelledby=\"ariaid-title12\" class=\"topic nested1\" id=\"topic_hlq_brv_hsb\"\u003e\n\u003ch2 class=\"title topictitle2\" id=\"ariaid-title12\"\u003eRelated articles\u003c/h2\u003e\n\u003cdiv class=\"body\"\u003e\n\u003cul class=\"ul\" id=\"topic_hlq_brv_hsb__ul_jhq_g25_vrb\"\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408846483482\" target=\"_blank\"\u003eZendesk Talk number availability and\n pricing\u003c/a\u003e\u003c/li\u003e\n\u003cli class=\"li\" dir=\"ltr\"\u003e\u003ca class=\"xref\" href=\"https://support.zendesk.com/hc/en-us/articles/4408836235162\" target=\"_blank\"\u003eMaking outbound calls\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n"; 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