Calling emergency services

Last Updated : Oct 25, 2023 |

About this task

When you call emergency services, you can enter or select an emergency location using third-party software such as Sentry Gatekeeper. Avaya Workspaces uses this location when the user makes emergency calls. You can call emergency services in any agent state. After you call emergency services in the Ready or Not Ready state, you must change your state to Go Ready to handle interactions. If an emergency call disconnects, the service provider can call back the user initiating the call.

Important:

The Emergency Calling feature is available in the United States and Canada.

Before you begin

  • Ensure that you are logged in to Avaya Workspaces.

  • Ensure your administrator selects an emergency location using third-party software such as Sentry Gatekeeper.

  • Your administrator is responsible for setting up the emergency calling solution. Avaya Experience Platform™ (On-Prem + Connect) is not a telephony provider. Avaya Experience Platform™ (On-Prem + Connect) uses the existing functioning telephony to make emergency calls. You must deploy the emergency calling solution to its customers after validating that emergency calling works.

Procedure

  1. At the top of the screen, in the Enter number field, type an emergency number.

    For example, in the United States, the emergency number is 911.

  2. Optional To place a emergency call from the dial pad, click the Dial pad icon.
  3. Optional Use the dial pad to type a number.
  4. Click the Call icon.

    Avaya Workspaces initiates an emergency call and displays the Interaction Details widget.

  5. To end the emergency call, click the End Interaction icon.
Related information
Emergency calling