An emergency address is required for US and Canadian numbers. When located in the US or Canada, this address is provided to responders when a user dials 911. Users must provide an accurate address and keep it up to date at all times.

As soon as Aircall detects that a user is using a US or CA phone number, a popup will prompt them to provide an emergency address. Each emergency address is linked to a single user.

As a reminder, Aircall supports emergency numbers in other countries that do not require users to provide an emergency address. For more information, please see Dialing emergency or short numbers

Important: The emergency address feature is only available on Aircall Workspace for desktop, web, and CTI applications.

On mobile apps (iOS and Android), all calls to the main emergency numbers worldwide are redirect

When a user must enter an emergency address

A user will be required to enter an emergency address any time a US or CA number is linked to their user.

How to specify an emergency address

Users can set the emergency address from:

  • The popup displayed when Aircall detects there is no address configured

  • The Settings tab

Steps to set an emergency address

  1. Open Aircall Workspace and go to Settings → User Account → Edit
    Or use the popup that appears when no emergency address is configured.

  2. Select the country.

  3. Enter the address details:

  • Address Line 1: Full street information

  • Address Line 2: Additional details, if applicable, such as building, floor number, apartment number

  • City

  • Zip Code

  • State

  1. Enter the callback phone number:

  • This is the number emergency services can call you back on if needed

  • It is preferable to use a direct number, such as your mobile number, not an IVR number

  • This must be a US or Canadian number

  1. Save the address.

  2. Confirm that you have read and understood the 911 notice.

Address validation and status

Your address is validated in two steps:

  1. Verification of the address

    • If the address cannot be verified, you will see an error message.

  1. Saving of the address

  • Users can click the reload icon next to their emergency address status to check whether the address has been saved.

  • If saved, a geocoded format of the address will be displayed in the form. This validated format is what is sent to emergency centers.

  • If the address is not saved or an error occurs, you will be required to re-enter the address.

If you are unable to save your address after re-entering it, please reach out to Aircall Support.

Users with a US/CA number but located outside US/CA

If a user has a US or CA number but is not physically located in the US or Canada:

  • When the popup is displayed for the first time, the user can specify that they are located outside the US or CA.

  • A specific message is then shown to indicate that the user has declared they are not located in the US or CA.

How to update the emergency address

Users can update their emergency address at any time.

Steps:

  1. Go to Settings → User Account → Edit.

  2. Update the address fields following the same process as the initial address creation.

  3. Save the address and confirm the 911 notice if prompted.

Placing a 911 call

  • 911 calls must be dialed from a US or CA line.

When a 911 call is placed, different popups may appear depending on whether an emergency address is configured.

If an emergency address is already configured

A popup will invite the user to specify whether they are calling from the configured emergency address:

  • If Yes:

    • The call is sent with the emergency address and the callback number.

  • If No:

    • The call is sent without address information.

    • The call is routed to a national emergency center.

    • The first responder will ask the caller to provide the emergency address.

If no emergency address is configured

If the user has not yet provided an emergency address:

  • A popup will specify that the call will be sent without address information.

  • The call will be routed to a national emergency center.

  • The first responder will ask the caller for their emergency address.

How to test your emergency address and callback number

You can verify the emergency information you have provided by dialing 933.

This test call allows you to confirm that your emergency address and callback number are correctly registered.

Important: Do not use 911 for testing. Use 911 only for real emergency calls.

Important notes

  • The emergency address provided must be the physical address where the user is located.

  • Do not include special characters in the form for the address or in your first and last names. If the address or name contains any character outside A-Za-z0-9, such as @, an error will be returned.

  • The address provided will be verified. Make sure to enter a valid physical address.

  • Suite and apartment numbers must be entered in the Address Line 2 field.

  • Ensure the emergency address is updated whenever you change your physical location.