Set your Emergency Address when working remotely

Genesys Cloud Voice supports Ray Baum’s Act in the United States and Canada in all orgs in the US-East-1, US-East-2, US-West-2 and CA-Central-1 regions. This feature allows you to specify your remote address as your emergency address. If you are an agent using Genesys Cloud Voice and are working remotely, you can use the Emergency Address feature to specify your remote address as your emergency address. By doing so, emergency services can get to you in case the need arises.

You can set your custom Emergency Address from several locations in Genesys Cloud. For privacy reasons, this custom Emergency Address is only visible to the agent.

Note: Emergency calls dialed from the Communicate mobile application are sent through the mobile device’s native phone service provider rather than through Genesys VoIP Services. If phone service is not available on the mobile device, Genesys VoIP Services use the last Emergency address entered in your settings.

Requirements

To use this feature in Genesys Cloud Voice, each agent must be assigned their own individual DID phone number. Shared phone numbers and extensions are not currently supported.

Dialpad

You can set your custom Emergency Address from the Dialpad.

  1. On the sidebar, click Calls .
  2. Click Dialpad .
  3. Click Update emergency address .
  4. Enter your full home address in the Emergency Address boxes that appear on your profile page.
  5. Click Save.

ACD dialpad

You can set your custom Emergency Address from the ACD Dialpad.

  1. On the sidebar, click Interactions .
  2. Click Start a Conversation .
  3. Click Update emergency address .
  4. Enter your full home address in the Emergency Address boxes that appear on your profile page.
  5. Click Save.

User settings

You can set your custom Emergency Address from user settings.

  1. On the sidebar, click your profile picture .
  2. Click Update emergency address .
  3. Enter your full home address in the Emergency Address boxes that appear on your profile page.
  4. Click Save.