How emergency addresses work, and how to change one

Every phone number on your account has one registered emergency address. When someone dials 911 from a desk phone or Communicator, the address registered to the phone number on their extension goes to the dispatcher with the call. CallSprout support sets each registered address, so to add or change one, you ask support. There's no address list in the admin portal for you or your users to pick from.

Before you start

• E911 service is required for every CallSprout account.
• Emergency addresses work only on US accounts. If you have staff outside the US, contact support before anyone counts on 911 from their phones or apps.

How emergency addresses work

• One address per phone number. Each phone number has one registered address, and every 911 call from a desk phone or Communicator carries the address registered to the phone number on that extension.
• A phone can't tell when it moves. A desk phone taken to another desk, floor or building keeps sending its old address until support changes it.
• No address means none is sent. A phone with no registered address sends nothing, and the dispatcher has to ask the caller where they are.
• The apps. CallSprout Communicator NEXT and Communicator for the web send the same registered address. They don't ask the user for a location. Communicator GO hands 911 calls to the cell phone's own dialer and mobile network. See how 911 finds you when you call from the apps.

Ask support to add or change an address

1. 1
   Step 1:

   List the phones

   For each phone, note the extension, its phone number and the person who uses it.
2. 2
   Step 2:

   Write down the full address

   Include the house number, street, city, state and ZIP code.
3. 3
   Step 3:

   Add the floor and room

   Give the floor, suite or room, so responders can find the person inside the building.
4. 4
   Step 4:

   Send it to support

   Contact CallSprout support with your list and the date the change should start. For a move, say where the phone is now.
5. 5
   Step 5:

   Check the result

   When support confirms the change, ask them to read back the address now on file for each phone number. Check your 911 setup without dialing 911 has more.

When to ask for a change

• You add a phone or a person at a location that isn't on file yet.
• A desk phone moves to another desk, floor or building.
• Someone starts working from home or from another office.
• You open, move or close an office.

Keep it current

Share this with your team: If a phone moves or someone starts working from a new place, tell your admin. Your admin asks CallSprout support to update the emergency address.

After any office move, ask CallSprout support for the list of addresses on file and check that every phone has one. A phone without one sends no address with a 911 call.