Set up emergency services with BYOC

With Genesys Cloud’s BYOC option (BYOC Cloud and BYOC Premises), you can call for emergency services using your regular emergency dialing number. For example, Genesys Cloud users in the United States can dial 911 for emergency service. However, in order for the emergency dialing number to work, you must properly set up emergency services with your carrier and then configure the appropriate settings in Genesys Cloud.

Warning: Genesys is not responsible for emergency services if emergency calls are routed to BYOC trunks.

Note: If you are currently using Genesys Cloud Voice and are adding a BYOC Cloud configuration to your Organization, you need to be aware that the emergency services information that you have set up for Genesys Cloud Voice is NOT provided to your BYOC Cloud carrier. In other words, you still need to contact and inform your carrier of the exact physical location where your phone numbers are in use. Failure to do so could prevent emergency personnel from accurately locating the site of an emergency.

Carrier

In most cases, when you call an emergency service number, the location information associated with your telephone number is sent to the nearest emergency call center. As such, you must inform your carrier of the exact physical location where your phone numbers are in use. Failure to do so could prevent emergency personnel from accurately locating the site of an emergency. For more information, contact your carrier.

Genesys Cloud

In Genesys Cloud, you’ll configure emergency services in the Number Plan and Outbound Routes sections of the Sites page. For more information, see Configure 911 or other emergency numbers.

Note: Under BYOC Cloud and certain BYOC Premises configurations, the emergency dialing service is Internet-based. Therefore, access to emergency services could be limited or unavailable under certain circumstances, such as a power outage or a broadband/Internet service disruption.