Avaya Workspaces enables users with voice capability to call emergency services without dialing additional digits, such as call prefixes. To call emergency services, a user must dial an emergency number. For example, in the United States, the emergency number is 911. The user can dial the emergency number in any agent state. When the user calls emergency services in the Ready or Not Ready states, Avaya Workspaces places this user into the Not Ready state with the Emergency reason code. If an emergency call disconnects, the emergency service provider can call back the user that initiates the call. Avaya Workspaces routes the callback to the user regardless of the agent state.

To configure emergency calling, add emergency locations in Application Center Administration. An emergency location is an address from which the user logs in to Avaya Workspaces and handles interactions. After logging in to Avaya Workspaces, the user must select one of the emergency locations that you configure. The user can edit an emergency location or add a new emergency location.

When the user makes an emergency call, Avaya Workspaces passes the selected emergency location to emergency services. The emergency service provider uses the emergency location to find the caller and send help. For example, the emergency service provider can send an ambulance to the received emergency location.

To configure emergency locations for users, do one of the following:

• Add an emergency location for the account and assign it to users. If you add multiple emergency locations for the account, you must set one of them as default. Application Center Administration automatically assigns the default emergency location of the account to new users.

• Add a unique emergency location for each user. If you add multiple emergency locations for the user, you must set one of them as default. When the user logs in to Avaya Workspaces, the user's default emergency location is preselected. If the default emergency location does not match the user's address, the user can select another emergency location.

You can add a maximum of five emergency locations for the account and each user. After you add or edit an emergency location, Application Center Administration validates it. When the validation fails, ensure that the information about the emergency location that you enter is correct. If the information about the emergency location is correct, contact Avaya Support.

You must specify the email address of one or multiple people to send them emergency notifications. For example, you can specify the email of the person in your organization who is responsible for supervising emergency calls. When a user calls emergency services, an email notification is sent to the specified email. The email notification contains information about the initiated emergency call, such as the date and time of the call, the name, surname, and identification number of the agent who makes the call, and the agent address.