FAQs: Enhanced 911

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… [More]

As an agent using Genesys Cloud Voice, is it OK to transfer an inbound call to E911 operators?

No. Genesys discourages Genesys Cloud Voice customers from transferring incoming calls to… [More]

Can I create a new location and keep the same main/emergency number as my existing location?

No. Not while the number is still assigned to the existing location…. [More]

Does Genesys Cloud support Ray Baum’s Act?

Genesys has made every reasonable effort to institute industry best practices in… [More]

Does Genesys Cloud Voice E911 support Kari’s Law?

Yes, as long as you have these three things in place: Security… [More]

Does Genesys Cloud Voice support Enhanced 911 (E911)?

Yes. Genesys Cloud Voice supports the Enhanced 911 service (E911). E911 services… [More]

Does it matter what number is sent to E911?

Yes. The number sent to the E911 operator as the calling number… [More]

Does the system require a Genesys Cloud Voice owned number to be used as the ELIN?

Yes. A Genesys Cloud Voice emergency services capable number is required to… [More]

If I change the location associated with a site, will this temporarily impact my service?

No. Changing the location associated with a site will not impact service…. [More]

If I create a new location, should I then delete my existing location?

If you are no longer using a location it can always be… [More]

Which address is being used for a call to Emergency Services?

That depends on where your organization is located. USA / Canada In… [More]

Why does Genesys Cloud Voice require the ELIN to be Emergency Service Capable?

Under the Emergency Calling Provisions included in Genesys Terms of Service, the… [More]