FAQ: As a remote agent using Genesys Cloud Voice, how should I contact Emergency Services?
As a remote agent working out of your home, you should use your personal phone (a landline home phone or a mobile phone) to contact Emergency Services instead of using your Genesys Cloud Voice phone (a headset or other telephony access device). Using a personal phone ensures that the operator who answers your call, dispatches Emergency Services personnel to your home address.
If you must contact Emergency Services using your Genesys Cloud Voice phone, make sure you provide the Emergency Services operator with your address and your personal phone number. Providing this information ensures that the operator dispatches Emergency Services personnel to the correct address and that they can contact you directly for follow-up information.
The reason for this guidance is that unless otherwise configured, your Genesys Cloud Voice phone number is registered to your business office address. As such, this is the address and phone number that Genesys Cloud Voice automatically delivers to Emergency Services when you call them.