Avaya Workspaces for CRM enables you to call emergency services without dialing additional digits, such as 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.
Important:
The Emergency Calling feature is currently available only in the United States and Canada.
If you call emergency services, Avaya Workspaces for CRM passes your emergency location to the emergency service provider. When you log in to Avaya Workspaces for CRM, you see the Activate Agent page. This page displays the emergency locations that an account administrator configured. You must select the emergency location that matches your current address. The emergency service provider can send help to your emergency location. For example, the emergency service provider can send an ambulance if required.
The default emergency location that an account administrator sets is preselected, but you can select another emergency location. You can add a new emergency location if none of the existing emergency locations match your current address. You can edit an emergency location if you reach the maximum number of added emergency locations.
