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Get E911 Compliant
Meet essential compliance and safety standards, giving your service reps the ability to contact 911 emergency services directly from their workstation in any crisis. While the call is routed to either the nearest Public Safety Answering Point (PSAP) or Emergency Call Center, the system simultaneously notifies your organization's internal emergency response team for a swift and coordinated reaction.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To enable e911 services: | Agentforce Contact Center Admin (Salesforce Voice) permission set Learn how to view permissions in this permission set. |
Set Up e911
Enable reps to contact 911 emergency services. This process creates an org on the RedSky system and adds you as an admin.
After you turn on e911 services in your org, you can’t turn it off .
- From Setup, use Quick Find to open Emergency Calling Services.
- Turn on e911 Calling Services.
- Accept the terms of use. You get an email with instructions to reset your credentials on RedSky.
- After you reset your credentials, create accounts for other admin users, and assign admin permissions.
Limitations
Emergency calls placed through your org are handled differently than traditional phone services because VoIP calls can be made from anywhere the org user can access the internet. Org users must update their location information in the portal because emergency calls are routed to the nearest PSAP for that location. The user must provide their location and call-back number to the operator who answers the emergency call. Emergency calling functionality is currently only supported in the US and Canada. Users who aren't located in the US and Canada who place emergency calls will not be routed through their local operators.
Emergency calling will not work in certain circumstances, including but not limited to the following:
- If the equipment used to make calls fails, malfunctions, or isn't configured properly.
- If the user has a power outage, suspension, disconnection of internet services, or is using a device that no longer has power.
- If your service has been suspended or terminated.
- If the user fails to provide updated or inaccurate location information prior to placing an emergency call.
Consider providing your org users an alternate means or process for accessing emergency calling services, including providing access to traditional phone services for the purpose of placing emergency calls. Salesforce, nor its affiliates, are not liable for any damages resulting from an emergency call or the inability to place or complete an emergency call by using our services.
Add Service Rep Information to RedSky
Create a .csv file of all service reps with emergency information and then upload that to RedSky. Org users aren't automatically synced with RedSky and must be done manually by the admin.
- From Setup, use Quick Find to open Emergency Calling Services.
- From the Export Users section, click Download. A .csv file is downloaded with names for all users in your org.
- Edit the .csv file to delete any users that you don’t want to send to RedSky. Add more user information in the file, like email address, first name, last name, phone number, and call back number which is helpful for emergency services during a crisis.
- Save your changes.
- Import this data to RedSky. The user details in the file are used to create a corresponding user in the RedSky environment and associated with the information that you’ve included in the file. An email is sent to all the users with login credentials and instructions to install the MyE911 desktop client.
- To customize this email, see Alert and Email Templates.
- To add a single user directly in RedSky, see Add a User.
If you upload a new set of data to RedSky, accounts are created only for new users added.
Configure Alerts to Internal Response Teams
Send email or SMS alerts to internal teams (or even specific buildings or floors) during an emergency call .
To set up alerts, see Alert and Email Templates.
Install Desktop Client or Use Browser-Based Client
Reps can install the desktop client or use the browser-based client to add location information so the operator can access it if there is an emergency.
When your location information is available, emergency calls are automatically routed to the nearest PSAP. If you haven’t entered a valid location or installed the MyE911 client, the call is routed to the Emergency Call Center.
- Install the e911 desktop client for Windows or Mac.
- Add a personal location and set it to your current location.
The browser-based client also supports virtual desktops and virtual private networks (VPN). Reps must login to the browser-based client and then always keep the tab open on their system. We recommend installing and using the desktop client.
Install Desktop Client or Use Browser-Based Client
Manage information that you want to share with emergency operators.
- After the admin creates users on RedSky, an email is sent to all the users with login credentials
- Users must change their password on the first login.
- Update any information in your profile.
Update Callback Number
Set your callback number so emergency services have your information if there is an emergency.
If reps are working from a new location or don’t have access to their regular callback number, they can update their callback number from the desktop client or the browser-based client. For instructions, see Horizon Assist Portal.
View Reports
Download and run reports on demand or schedule them in advance as needed
