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Emergency Registration Locations

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NOTE: This article is applicable to Sky customers. If you are a MiCloud customer, see the Emergency Registration article for information about managing emergency registration locations.

This article provides information about utilizing and managing the Enhanced 911 (E911) service for the Sky phone system. E911 is a system used in North America that automatically associates a physical location address with the calling party's telephone number as required by law. E911 is implemented using a database that functions as a reverse telephone directory to associate a caller's phone line with a street address. This system provides emergency responders with the geographic location of an emergency without obtaining this information from the person who is calling for help. E911 is most effective during times of fires, crimes, natural disasters, and other events where it is difficult or impossible for callers to communicate their physical, geographic location.

The E911 system works in North America when the emergency telephone number "911" is dialed. Outside the United States, this type of emergency system is sometimes referred to as "caller location," though its implementation is dependent on how each local telephone network processes emergency calls. For more information, see the following E911 emergency number disclosure notices:

Table of Contents

E911 Emergency Registration Policy
Dialing 911 on YourSky Phone
Emergency Registration Desk Phone Override
Managing E911 Emergency Location Registration

Emergency Registration For Authorized Contacts
Emergency Location For Users

Testing Emergency Registration (933)

E911 Emergency Registration Policy

Note the following key points of our E911 emergency registration policy:

  • Sky does not accept "911 Waivers." All phones, by law, MUST have E911 services.
  • All Sky phones must have a correct outbound Emergency Caller ID for a Sky-owned phone number that has a valid, accurate E911 emergency location address.
  • No phones may be registered to a toll-free prefix (822, 833, 844, 855, 866, 877, 880, 881, 882, 888, etc).
  • When an end user takes a phone off-net, away from a pre-configured outbound Emergency Caller ID, it is that individual's and their organization's responsibility to update the associated emergency location address.
  • E911 emergency location addresses can be managed in the Sky Account Portal as explained in this article.

Dialing 911 on Your Sky Phone

You can reach 911 services from any phone in the Sky phone system by doing any of the following:

Emergency Registration Desk Phone Override

As of January 6, 2022, Sky defaults to routing all emergency calls initiated from a desktop phone to the National Emergency Center. By enabling the emergency registration desk phone override, you can direct RingCentral to route 911 calls using the registered addresses. 

Emergency Registration Desk Phone Override provides an option to Enable or Disable the Emergency Registration. As a Decision Maker, you can manage emergency registration desk phone override for your Sky account.

To enable emergency registration desk phone override for your Sky account, do the following:

  1. Log in to Account Portal with your business email address (user name) and password.
  2. Navigate to Phone System > Emergency Registration. The Emergency Registration screen opens displaying two tabs, Locations and Users.
  3. Click to select the Locations tab if it is not already selected. 
  4. To enable emergency registration desk phone override, in the Emergency Registration Desk Phone Override field, select Enabled from the drop-down list. The Enable Emergency Registration Desk Phone Override dialog box opens.
    NOTE: By default, the Enable Emergency Registration Desk Phone Override field is set to Disabled.
  5. In the Enable Emergency Registration Desk Phone Override dialog box, click Confirm to confirm that you want to Enable Emergency Registration Desk Phone Override. The notification that Your request has been submitted appears.
  6. Click Close.

NOTE: It might take up to 24 hours for emergency registration desk phone override for your Sky account to be enabled. In the meanwhile, emergency calls will be routed through National Emergency Center.

To disable emergency registration desk phone override for your Sky account, do the following:

  1. Log in to Account Portal with your business email address (user name) and password.
  2. Navigate to Phone System > Emergency Registration. The Emergency Registration screen opens displaying two tabs, Locations and Users.
  3. Click to select the Locations tab if not already selected.
  4. To disable emergency registration desk phone override, in the Emergency Registration Desk Phone Override field, select Disabled from the drop-down list. The Disable Emergency Registration Desk Phone Override dialog box opens.
  5. In the Disable Emergency Registration Desk Phone Override dialog box, click Confirm to confirm that you want to Disable Emergency Registration Desk Phone Override. 

NOTE: After you select Disabled in the Emergency Registration Desk Phone Override field, the User, Location, and HG Registration tabs will be hidden.

Managing E911 Emergency Location Registration

The following sections provide instructions for accessing and managing emergency registration location settings in the Sky Account Portal.

Emergency Registration for Authorized Contacts

This section includes the following topics for Authorized Contacts only (Decision Makers and Phone Managers):

Changing the Emergency Address for a Geographic Location
Updating the Emergency Registration for a Geographic Location
Managing Your Users' Company and Personal Emergency Location Addresses

Changing the Emergency Address for a Geographic Location

All Emergency Registration locations are created and managed in the Geographic Locations screen. To change the address or phone number for an emergency/geographic location, a Decision Maker or Phone Manager needs to open a Support case to communicate the necessary information to Support.

Updating the Emergency Registration for a Geographic Location

The emergency registration process for a Geographic Location is initiated automatically when a location is added to your account. The available update options are dependent on the current emergency registration status for each location. For locations that are not registered, registering sets that location's address as the official E911 emergency address for the location. This also enables other users at that location to select the address as their own E911 emergency location. Deregistering the address for a location prevents other users from selecting that address as their own E911 emergency location.

To view or update the emergency registrations for your Sky account, do the following:

  1. Log in to Account Portal with business email address (username) and user password.
  2. Navigate to Phone System > Emergency Registration, which opens the Emergency Registration screen displaying two tabs, Locations and Users.
    NOTE: The tabular formatted Locations and Users tabs enable you to customize your view of data on the screen. To learn how to utilize these tabular screens, see the Tabular Formatted Screens article.
  3. If not already selected, click the Locations tab, which displays data in the following columns:
    • Location - Information from both the Name and Address columns of the associated row in the Geographic Locations screen for this location.
    • Callback Number - The emergency phone number (a.k.a. Emergency Caller ID) for the associated Geographic Location . Emergency responders would call back this number in the event someone at that location dialed 911 to call local emergency services.
      NOTE: If you need the Callback Number changed for a location, open a Support case to communicate the necessary information to Support.
    • Status - The current emergency registration status for the associated Geographic Location.
    • Last Updated - The date that the emergency registration was last updated for the associated Geographic Location.
  4. To update the emergency registration for a location, select the desired location and click the Update button.
  5. In the Update Emergency Registration dialog that opens, depending on the current Status, the following options will be displayed:
    • Register - If the Status is "Not registered," you can click Register to initiate the registration process.
    • Deregister - If the Status is "Registered," you can click Deregister to initiate the deregistration process. Note that Deregistration is not available if the location is already set as the emergency location for any active phone number in your phone system.
    • Cancel - If the Status is "Registration requested" or "Registration rejected" (due to a processing error), you can click Cancel to cancel the previous registration or deregistration request (to enable another Update option).
    • Try Again - If the Status is "Registration rejected" or "Deregistration rejected" (due to a processing error), you can click Try Again to initiate the registration process again or click Cancel to cancel the previous registration request (to enable another Update option).
    • Replace - Do not use the "Replace" button, which is designed for internal Support staff to replace the Callback Number (Emergency Caller ID) for the selected location. This button will be removed from customer-view in a future release.
    • No Option - If the Status is "Deregistration requested" or "Deregistration submitted," no update options are available until the deregistration process is completed or rejected.
  6. If you want to export a list of Emergency Registration locations, you have the following options:
    • To export all locations:
      1. Click the Export button in the toolbar
      2. In the pop-up dialog that appears, follow the prompt to either open or save the .csv file on your computer
    • To export a subset of locations, do the following to filter your view of the locations displayed on the screen:
      1. Use the search fields below the Location, Callback Number, or Last Updated column headings
      2. Use the Status column drop-down menu to only view locations for the selected emergency registration status
      3. Click the Export button in the toolbar
      4. In the pop-up dialog that appears, follow the prompt to either open or save the .csv file on your computer.

Managing Your Users' Company and Personal Emergency Location Addresses

To set a user's E911 emergency address to a different company or personal location, a Decision Maker or Phone Manager can do the following:

  1. Log in to Account Portal with business email address (username) and user password.
  2. Navigate to Phone System > Emergency Registration, which opens the Emergency Registration screen displaying two tabs, Locations and Users.
    NOTE: The tabular formatted Locations and Users tabs enable you to customize your view of data on the screen. To learn how to utilize this tabular screen, see the Tabular Formatted Screens article.
  3. Click the Users tab, which displays each user's Name, Phone number, Emergency Address, and location Type, which is set to Personal or Company (see the Note below for more information about this value).
  4. To find the desired user, filter your view of users displayed on the screen by doing the following:
    • To view users assigned to a particular location, select the desired address from the "All locations" Filter drop-down menu.
    • To view specific users, type search criteria in any of the fields below the Name, Phone, and Emergency Address column headings or use the Search field on the right above the column headings.
    • To view only users with personal or company emergency addresses, use the Type column drop-down menu.
  5. Click the desired user's name (or right-click next to a user and select the Details option), which opens the Emergency Location tab of the Phone Settings screen displaying the Current Emergency Location address that is assigned to that user's phone number. To view a history of any previously assigned emergency addresses, click the View History link next to the Change button.
  6. To change the current emergency location address to a new or existing personal location, click the Change button, which opens the Update Emergency Location wizard displaying the Choose Address Type panel.
  7. Select one of the following options:
    • Start with a company address – Select this option to choose an existing company location.
    • Start with a previous personal address or enter a new one – Select this option to create a new personal address or select an existing personal address if one exists.
  8. Click Next, which opens the Select or Enter Address panel.
    • If you selected the company address option, use the "Select location" drop-down menu to select an existing company location for your emergency address.
    • If you selected the personal address option, use the "Select Previous or Enter New Personal Address" drop-down menu to select a previously added personal address or select the Create New Address option and enter values for the following:
      • Address 1 - Enter the street address for the new personal address
      • Address 2 - If necessary, enter additional address information here
      • City - Enter the city for the new personal address
      • State - Select the state for the new personal address using the drop-down menu
      • Zip - Enter the zip code for the new personal address
  9. Click Next, which opens the Confirm panel.
    NOTE: If the Suggested Address dialog appears instead of the Confirm panel, click the Use Suggested Address button (or click the Edit Entry button, make changes, and click Next).
  10. Review the emergency address for the new location, click the confirmation check box in the Acknowledgment area, and click Finish.
  11. Navigate back to the Users tab of the Emergency Registration screen to verify that the correct location is now showing in the Emergency Address column for this user.

NOTE: After a user's emergency location address is changed to any company or personal location, (1) the Type column listed in the Users tab of the Emergency Registration screen will always display "Personal" and (2) the Address listed in the Emergency Location tab of the user's Phone Settings screen will always display "Personal Registration" above the address. This is done to indicate that the address has been changed from the original default company location, even if the address is later changed back to the original (or any other) company location.

Emergency Location For Users

When Sky customers work at home or in an office location that is different from their normal location, they should update their Emergency Location address to ensure their own safety and comply with E911 regulations.

Managing Personal and Company Emergency Locations

To change the E911 emergency location address that is assigned to your Sky phone number, use the following instructions:

  1. Log in to Account Portal with phone number and phone/voicemail PIN.
    NOTE: You can also log in with your business email address (username) and user password, which is required to update your Personal Information, access your own personal call recordings (Sky Replay) in the Home menu, and access reports in the Team menu.
  2. Navigate to Home > Settings > Phone Settings.
  3. In the Phone Settings screen that opens, select the Emergency Location tab.
  4. In the Emergency Location tab, the Current Emergency Location area displays the emergency location address currently assigned to your phone number. To view a history of any previously assigned emergency addresses, click the View History link next to the Change button.
  5. To change the current address to an existing company location or a new or existing personal location, click the Change button, which opens the Update Emergency Location wizard displaying the Choose Address Type panel.
  6. In the Choose Address Type panel, select one of the following options:
    • A company address – Select this option to choose an existing company address
    • A new or previous personal address – Select this option to create a new personal address or select an existing personal address if one exists.
  7. Click Next, which opens the Select or Enter Address panel.
    • If you selected the company address option, use the "Select location" drop-down menu to select an existing company location for your emergency address.
    • If you selected the personal address option, use the "Select Previous or Enter New Personal Address" drop-down menu to select a previously added personal address or select the Create New Address option and enter values for the following:
      • Address 1 - Enter the street address for the new personal address
      • Address 2 - If necessary, enter additional address information here
      • City - Enter the city for the new personal address
      • State - Select the state for the new personal address using the drop-down menu
      • Zip - Enter the zip code for the new personal address
  8. Click Next, which opens the Confirm panel.
    NOTE: If the Suggested Address dialog appears instead of the Confirm panel, click the Use Suggested Address button (or click the Edit Entry button, make changes, and click Next).
  9. Review the emergency address for the new location, click the confirmation check box in the Acknowledgment area, and click Finish.

NOTE: After a user's emergency location address is changed to any company or personal location, the Address listed in the Emergency Location tab of the Phone Settings screen will always display "Personal Registration" above the address. This is done to indicate that the address has been changed from the original default company location, even if the address is later changed back to the original (or any other) company location.
 

Testing Emergency Registration (933)

933 is a free automated service that can be used to confirm emergency registration information. Dialing 933 provides an automated readout of the emergency callback number along with the associated address.

If the automated readout does not provide the expected information, verify the address information in the Account Portal. If additional assistance is needed, contact Support.
Emergency Registration Locations
Account-E911
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