Emergency Services - 999 registration

This guide is designed for administrators managing Vocalised services. It will help you understand your requirements for 999 emergency services registration.


Emergency calling is a legal requirement for all customers using Vocalised services. You must register your emergency address before placing outbound calls.


How It Works:

  • When your company is set up, your main emergency services address is registered by Vocalised.
  • Each user will receive a link in their welcome email to confirm or update their own address.
  • This address must reflect the primary physical location from which they will use the service.
  • Users are responsible for ensuring their 999 address is confirmed using the link provided in their welcome email. Vocalised notify the admin if a user's 999 registration has not been completed for each user in the Vocalised Portal. Admins cannot see the user address registered if it is different to the registered company address used for 999.

Calls from Vocalised services to 999 emergency services must be made from the registered address. Any calls made using a Broadband line affected by a power outage will not work. Calls can still be made using the app on a mobile device or Mobile Anywhere services which uses the mobile network.


Business Voice / Webex Users:

  • You'll see an Emergency Calling Notification on login
  • Emergency calls placed through the Webex app or from a users IP phone will use the registered location and route to 999.

Mobile Anywhere/Zebra Mobile/Teams Mobile:

  • All emergency calls via Mobile Anywhere (including VoWiFi) are routed to the nearest Public Safety Answering Point (PSAP) – the emergency service that answers 999/112 calls based on your location
  • The Main Number is used as the calling line ID and callback number
  • Calls are not routed using the Business Voice service
  • Callbacks from emergency services to your Vocalised number will ring on your mobile device using Mobile Anywhere

Important Notes for Vocalised Admins:

  • Emergency address registration is mandatory and completed at service setup
  • If not completed, outbound calls may be restricted by Vocalised until confirmation
  • You can resend the 999 registration link by resending the welcome email to a user from the Vocalised Portal
  • Use the 999 tick column in the Users table to track status per user

⚠️ Regulatory Compliance: As a Vocalised administrator, you must ensure the emergency address is accurate and up to date per OFCOM requirements

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