Emergency Call Notifications covers three related pieces of configuration: the emergency numbers CCaaS recognizes as such, optional location details to help locate an agent who places an emergency call, and who is notified — by email or CCAC desktop notification — when one occurs.

Accessing Emergency Call Notifications

1. Navigate to Admin (System) > System Settings > Basic Settings
2. Emergency Numbers and Emergency Alert Agent Locations are each listed with an ellipsis to open their configuration window

Configuring Emergency Numbers

1. Select the ellipsis next to Emergency Numbers
2. Edit or delete any of the default numbers as needed, and add additional numbers such as a local fire or police department
3. Select OK

Configuring Emergency Alert Agent Locations

This setting is optional. It defines an address, building, floor, room, or other location detail per agent, to help locate an agent who places an emergency call.

1. Select the ellipsis next to Emergency Alert Agent Locations
2. Add location information per agent, one row per agent
3. Select OK, then Save

Configuring Alert Delivery

1. Navigate to Admin (System) > Alerts and Triggers > Standard Triggers
2. Select the arrow next to the Emergency Call metric
3. Enter one or more email addresses, comma-separated, to notify by email when an emergency call is placed
4. To also notify agents currently logged into CCAC, select the ellipsis next to Desktop Notifications and select the applicable agents
5. Select OK, then Save