Purpose and location
Pair emergency patterns, validated identities and dispatchable locations.
Open Call management → Emergency Routing. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Write down the current source and destination path before editing it. Keep a registered test extension, a rollback destination and Calls & Reports open for validation.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Create and validate every physical location.
- Map extensions and devices to a default location.
- Configure carrier-specific emergency routes.
- Run documented non-emergency validation with the provider.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Emergency pattern
- Number or pattern treated as an emergency call.
- Dispatchable location
- Validated civic address or provider location identifier.
- Emergency caller ID
- Carrier-approved callback identity.
- Fallback route
- Ordered alternate path with explicit alerting.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Verify every active extension resolves to exactly one dispatchable location.
- Confirm emergency patterns take priority over ordinary outbound routes and PIN prompts.
- Perform the carrier-approved test procedure and record date, operator and result.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- Never place an unannounced live emergency call as a test.
- If location or emergency identity is missing, fail closed and raise an operational alert.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.