With Avaya Experience Platform™ (On-Prem + Connect), hybrid voice is powered through Avaya Experience Platform™ On-Prem. If emergency calling is configured in Avaya Experience Platform™ On-Prem, you can make an emergency call in Avaya Workspaces for CRM. However, you cannot select or manage emergency locations in Avaya Workspaces for CRM like you can with Avaya Experience Platform™ Public Cloud voice.

You can call emergency services directly without dialing additional digits or call prefixes. To call emergency services, dial an emergency number, such as 911. You can dial the emergency number in any agent state. When you call emergency services, Avaya Workspaces for CRM places you in the Not Ready state with the Emergency reason code. Change your state to Ready to handle customer interactions. If an emergency call disconnects due to an error, the emergency service provider can call you back. You receive the callback regardless of your agent state.