Overview
Under Emergency Number, you configure how emergency calls (e.g., 112, 911, 144) are handled by your Virtual-Call Cloud PBX. Emergency calls bypass normal outbound routes and are processed through dedicated rules to ensure reliable delivery.
Additionally, you can set up notification contacts who are automatically informed when an emergency call is made—via email, mobile call, or extension call.
Prerequisites
- Administrator access to the Virtual-Call Cloud PBX
- At least one configured trunk
Tab: Emergency Number
Navigate to Call Control → Emergency Number. The Emergency Number tab displays all configured emergency numbers.
Columns in the Overview
| Column | Description |
|---|---|
| Name | Name of the emergency number rule |
| Emergency Number | The actual emergency number (e.g., 112) |
| Emergency Outbound Caller ID Priority | Which caller ID is used for the emergency call |
| Trunk's Outbound Caller ID | The caller ID the trunk transmits for emergency calls |
| Emergency Number Extension Scope | Which extensions this emergency number rule applies to |
| Operations | Actions: Edit, Delete |
Use the Add, Import, Export, and Delete buttons to create emergency numbers, import from CSV, export as CSV, or remove selected entries.
Adding an Emergency Number
Click Add to create a new emergency number rule.
Section: General
| Field | Description |
|---|---|
| Name | Name of the emergency number rule (required) |
| Emergency Number | The emergency number to be dialed (required, e.g., 112) |
| Emergency Outbound Caller ID Priority | Determines which caller ID is transmitted for emergency calls. Default: “Trunk's Emergency Outbound Caller ID” |
| Emergency Number Extension Scope | Which extensions this rule applies to. Default: “All Extensions” |
Section: Outbound Rules
| Column | Description |
|---|---|
| Trunk | The trunk through which the emergency call is routed |
| Trunk's Emergency Outbound Caller ID | The caller ID the trunk transmits for emergency calls |
| Strip | Number of characters to remove from the beginning of the emergency number |
| Prepend for Emergency Number | String to prepend to the emergency number |
| Move | Change the order of outbound rules |
| Operations | Edit or delete the rule |
Click + Add to create outbound rules for different trunks.
Importing Emergency Numbers
Click Import to import emergency numbers via a CSV file (UTF-8). Select the file using Browse and confirm with Import.
Tab: Notification Contact
Switch to the Notification Contact tab to define who should be automatically notified when an emergency call is made.
Columns in the Overview
| Column | Description |
|---|---|
| Notification Contact | The contact that will be notified (extension or group) |
| Notification Methods | How the contact is notified (email, mobile call, extension call) |
| Operations | Actions: Edit, Delete |
Adding a Notification Contact
Click Add to create a new notification contact:
| Field | Description |
|---|---|
| Notification Contact | Type of contact — e.g., “Specific Extension” |
| Specific Extension | Select the extension to be notified |
| Notification Methods | Select one or more methods: “Send Email”, "Call Mobile", “Call Extension” |
Notification Prompt
Click Notification Prompt to configure the announcement played during a notification call:
| Field | Description |
|---|---|
| Prompt | The announcement is to be played. Default: “[Default]” |
| Prompt Repeat Count | How many times the announcement is repeated. Default: 3 |
Email Template
Click Email Template to customize the email notification for emergency calls.
Setting Up an Emergency Number
- Navigate to Call Control → Emergency Number.
- Click Add.
- Enter a name and the emergency number (e.g., “Police” / “112”).
- Select the Caller ID Priority and Extension Scope (all or specific extensions).
- Add at least one trunk under Outbound Rules.
- Click Save.
- Optional: Switch to the Notification Contact tab and set up notifications.
Best Practices
- Set up all country-specific emergency numbers (e.g., for Switzerland: 112 (European emergency), 117 (Police), 118 (Fire department), 144 (Ambulance), 143 (Crisis helpline)).
- Configure notification contacts so that responsible individuals (e.g., security officer, reception) are immediately informed when an emergency call is made.
- Use multiple notification methods (email and call) to ensure the notification is received.
- Regularly test the emergency number configuration in coordination with your trunk provider to ensure correct delivery.
- Use the Import/Export feature to efficiently manage emergency numbers across multiple locations.
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