If enabled for your account, you can define emergency numbers in the VCC Admin Portal.
When an agent attempts to make a call to any of these emergency numbers—using any mechanism supported by Vonage Contact Center—a message appears in ContactPad. The message warns the agent that they cannot make emergency calls using Vonage Contact Center and to use a phone instead. 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.
This behaviour is consistent for all calls to emergency services you define, for all agents, regardless of their location.
The feature enables you to comply with emergency calls regulations, such as Kari's Law in the United States.
Defining the list of emergency numbers is your responsibility. Check with local authorities and regulators for a list of emergency numbers appropriate to your agent locations. |
To specify emergency numbers, perform the following steps:
To delete an emergency number, select the check box alongside the number you want to delete. Click Update. The emergency number is removed from the list of existing numbers.
To delete all the emergency numbers, select the Delete check box and click Update. The list of emergency numbers is cleared.