Zoom Phone - 911 Emergency Calling Set Up Instructions

It is imperative to either confirm Zoom Phone 911 locations services are automatically updating correctly (on campus), or for off campus, you will need to configure them. The following are important steps for 911 emergency calling to function properly:

On Campus - Validating 911 Emergency Location Setup

This process pertains to Zoom apps on non-cellular-enabled devices such as laptops and desktop computers that are connected to an NDSU wired or wireless network. The following steps are vital to ensure 911 location information is being sent properly to NDSU’s University Police and Safety Office and the 911 operator (PSAP) in situations where 9-1-1 is dialed.

  1. When connected to an NDSU campus network, the location provided to the 911 operator (PSAP) is automatically obtained.
    Note: if you are using wireless, the location will automatically be determined as well, but is not as accurate as a wired connection (may show a different room, different floor, and in very unique situations even a different building)
  2. Confirm your location is being automatically obtained by Zoom:
    a. Open your Zoom app on the computer (not the Zoom web portal)
    b. Click your profile button (typically has your picture or initials) and select Settings:
  3. Select Phone in the left panel and verify Location Permissions is turned on (checkbox is checked), and for Apple Mac users, verify that the following is shown:   Location Helper (version xxxxxxx) installed):
  4. At the bottom of the Settings window, next to Emergency Address, confirm it is Detected.  Also, verify that your NDSU building and room number are displayed in the address:
    a. In some cases building and room are at the front of the address and in some they are at the rear
    b. Note - if attached wirelessly, location services may still be working properly if your actual room number and even floor vary from what is displayed in the Zoom app.  This is due to inherent limitations with wireless technologies and location detection
Please contact the NDSU Help Desk if there is anything wrong with your 911 location setup.  This is vital for 911 emergency services to be dispatched to the proper location!

Remote 911 Emergency Location Setup (devices at a non-NDSU location)

This process pertains to Zoom apps on non-cellular-enabled devices such as laptops and desktop computers used remotely (e.g. not on an NDSU campus such as at home, while traveling, etc.). The following steps are vital to ensure 911 location information is being sent properly to the 911 operator where 9-1-1 is dialed.

Do the following in the app for each computer you use remotely (NDSU laptop, personal desktop, etc.):

  1. Open your Zoom app on the computer (not the Zoom web portal)
  2. Click your profile button (typically has your picture or initials) and select Settings:
  3. Select Phone in the left panel and verify Location Permissions is turned on (checked), and for Apple Mac users, verify that the following is shown:   Location Helper (version xxxxxxx) installed):
  4. Location Permissions must be configured in the operating system before Zoom can utilize it.  The steps vary on Windows Vs. Mac OS:


Windows - there are three options.  Note - you must have admin privileges or be able to use NDSU’s Make Me Admin app to turn on location services.  For computers managed by NDSU’s IT, Location Permissions is typically already configured so the following is used to confirm it:

Option 1

a. At first launch of Zoom Phone in the Zoom app, you may be prompted to Allow Zoom to Access Your Location 

b. Click Allow

c. On the Settings screen, ensure the checkbox is selected:

Option 2

a. Open the Zoom app (not web portal) 

b. Select Settings (gear icon in the upper-right):

c. From Settings, locate Phone in the left sidebar and select it

d. On the next screen, ensure the checkbox is selected to turn on your Location Permissions:

Option 3

a. Open the Zoom app (not web portal) 

b. Navigate to Phone:

c. From Phone, locate the red dot and arrow icon in the upper-right (below your profile button) and select it:

d. On the screen that loads, click Open Settings:

e. This will take you to the same location as Option 1 (above)

f. Once again, ensure the checkbox is selected to turn on your Location Permissions:

g. Note - the red dot and arrow will remain in your Zoom Phone account until you grant Zoom access to your location

    1. Apple Mac OS has two steps (typically the Zoom app will take you to the proper place when you click on the Allow Zoom to have enhanced access to your location . . . checkbox), but the following steps can be used if that is not the case:
    2. You must install a Location Helper program which can be downloaded from this link: Zoom Location Helper .pkg
    3. Go to your Mac’s Mac System Preferences > Security & Privacy > Location Services 

a. Make sure the Enable Location Services checkbox is checked

b. Scroll through the list of applications and make sure the Zoom checkbox is checked

Please contact the NDSU Help Desk if there is anything wrong with your 911 location setup.  This is vital for 911 emergency services to be dispatched to the proper location!

If Red Location Alert Icon is Visible Under Your Zoom App Profile Button

1. If you see a red location alert icon under your profile button, proceed with the following steps:

2. Click the red location alert icon.  If the address is an NDSU location rather than where you actually are then click Wrong, update it from the dialog box that appears:

3. From the Update Emergency Address dialog box, click Add a new Emergency Address link:

4. Enter your current location’s address in the Add Personal Emergency Address dialog box and then check the This information will be shared with your account admin . . . checkbox:

5. You may need to scroll down to get to the bottom of the form. Optionally Check Set as your default emergency address if this address is your permanent location (e.g. if you work from home most of the time). Note - each time you go to another remote location you can add it as a Personal Emergency Address and it will be used automatically in the future as well as the others you have set. Click Add:

6. Click Save:

7. A dialog box will indicate your address is saved and there is no longer a red location warning icon in the upper right of the app:

Please contact the NDSU Help Desk if there is anything wrong with your 911 location setup.  This is vital for 911 emergency services to be dispatched to the proper location!

To Verify Your Emergency Address for 911 Calls at Any Time in the Zoom App

  1. Open your Zoom app on the computer (not the Zoom web portal)
  2. Click the profile button (typically has your picture or initials) and select Settings:
  3. Select Phone in the left panel and go to the Emergency Address area

a. Detected - indicates that your address has been saved and will automatically be used when connected to this network in the future

b. Default - indicates that your address is being used now, but will not be used automatically in the future

c. You should see the address you just added below as Detected or Default

Please contact the NDSU Help Desk if there is anything wrong with your 911 location setup.  This is vital for 911 emergency services to be dispatched to the proper location!

 



Keywordszoom phone, zoom, phone, call, 911, emergency, checklist, New Zoom Phone User Checklist, user checklist, login, setup, getting started   Doc ID133886
OwnerSharley K.GroupIT Knowledge Base
Created2024-01-08 15:55:18Updated2024-01-09 15:16:15
SitesIT Knowledge Base
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