FAQs: Enhanced 911

Are all numbers in Genesys Cloud Voice emergency capable?

No. The majority of numbers available in Genesys Cloud Voice are designated… [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?

Yes, but only directly in Genesys Cloud Voice, where Genesys Telecom is… [More]

Does Genesys Cloud Voice E911 support Kari’s Law?

Yes, as long as you have these two 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 emergency number?

Yes, for Genesys Cloud Voice services. A Genesys Cloud Voice emergency services… [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 and use the same main/emergency number, will Emergency Services be apprised/aware of the address change?

Yes. Emergency Services updates are handled automatically by Genesys Cloud.

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

If you are a telephony administrator and you have a location that… [More]

My location was showing verified but it changed to not verified when I added an emergency number to use it on a site. What happened?

This situation indicates that the address in question is verified for postal… [More]

What is an emergency capable number in Genesys Cloud Voice?

An emergency capable number is a number that is capable of being… [More]

What is Ray Baum’s Act?

Ray Baum’s Act requires that a dispatchable location is conveyed with 911… [More]

When setting up a location for Genesys Cloud Voice, how can I tell if the number I specify as the Emergency Number is emergency services capable?

You can determine if a Genesys Cloud Voice number is emergency services… [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 verify location addresses?

All addresses are subject to some level of verification. Telecom regulations require… [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]