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If enabled for your account, you can define emergency numbers in the NewVoiceMedia platformVCC Admin Portal.

When an agent attempts to make a call to any of these emergency numbers—using any mechanism supported by NewVoiceMedia—a Vonage Contact Center—a message appears in ContactPad. The message warns the agent that they cannot make emergency calls using NewVoiceMedia Vonage Contact Center and to use a phone instead. NewVoiceMedia Vonage Contact Center blocks the call. The agent's state changes to Prohibited Emergency until they acknowledge the warning after which the agent's state changes back to Ready.

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To specify emergency numbers, perform the following steps:

1. Log in to the NewVoiceMedia platform VCC Admin Portal and go to System Settings. For information on accessing System Settings, see Editing System Settings. If enabled for your account, the Emergency Numbers section is available.
2. In the Emergency Numbers section, click Add New.
   
3. Type an emergency number and a name, and click Update.

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