Setting up Emergency Calling in Operator Connect
To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.
Learn more about Emergency Calling with Operator Connect, and how you can:
You can also find important information for:
What is Emergency Calling?
Emergency Calling ensures that Operator Connect users can contact local emergency services and that calls are routed with accurate, validated location information.
A key part of this is the emergency address, a certified physical address that identifies where a caller is located when they dial an emergency number.
In Microsoft Teams, an emergency address is more than a simple text entry. It is a regulation-compliant, validated location record that emergency responders rely on to dispatch help to the correct place.
For more information, see Microsoft’s guidance What are emergency locations?
How we manage Emergency Calling with Operator Connect
When purchasing Operator Connect, we’ll inform you that you must add your emergency address (or addresses) in the Teams Admin Centre before completing the purchase.
This is a regulatory requirement to ensure that emergency responders dispatch help to the correct place.
Our team will guide you through this process, though you can also watch our video on adding emergency addresses on YouTube.
Once you’ve added the address in the Teams Admin Centre, we will then link them with your phone numbers.
Changing an emergency address
There are different ways to change your emergency address, depending on if you’re a UK-based BT Business customer or a BT International customer.
BT Business UK customers
To change your emergency address, you can do so in the Teams Admin Centre.
To learn how, follow Microsoft’s guidance on Changing emergency locations, or watch our video on adding emergency addresses on YouTube.
If the emergency address is locked
If the address is greyed out in the Teams Admin Centre, this means it’s locked and you won’t be able to do it yourself. Instead, you must request any address change by contacting our support team.
BT International customers
If you’re a BT International customer and need to change your emergency address, you’ll need to:
- Add a new address in the Teams Admin Centre – you can follow Microsoft’s guidance on Changing emergency locations or watch our video on adding emergency addresses on YouTube to learn how to do this.
- Then, contact our support team to let us know you’ve added in a new address. We’ll then link your phone numbers with the new address.
Removing an emergency address
If the address is assigned to any numbers
If the address is assigned to any phone numbers in the Teams Admin Centre, it’ll be locked and you’ll not be able to remove it yourself. You must request removal or modification by contacting our support team.
If the address is not assigned to any numbers
If the address is not assigned to any numbers, you can remove it from the Teams Admin Centre yourself.
Learn how to remove it in Microsoft’s guidance on removing an emergency location.
Dynamic Emergency Calling (US and Canada only)
Dynamic Emergency Calling is supported for users located in the United States and Canada. If your user is physically located in the US or Canada, Microsoft Teams can usually automatically detect their location and route 911 calls to their location.
Please note: if you’re a remote user based in the US or Canada, it’s different – you’ll have to manually add in your emergency address.
Dynamic Emergency Calling automatically detects a user’s location based on network information such as:
- Wi-Fi access points.
- Subnets.
- Switches and ports.
This is ideal for organisations where users move between buildings or floors. When configured, Teams can automatically assign the correct emergency location based on where the user is connected.
For more information about Dynamic Emergency Calling, see Microsoft’s guidance on Dynamic Emergency Calling.
For specific guidance on setting up Dynamic Emergency Calling, see Microsoft's guidance on Setting up Dynamic Emergency Calling.
Emergency addresses for remote and home-based users
Remote and home-based users may need to provide their own emergency address. Your organisation is responsible for making sure each user has the correct emergency address recorded.
Microsoft Teams supports:
- Assigning validated addresses to remote users.
- Allowing users to confirm or update their location in the Teams client.
- Ensuring emergency calls still route correctly even outside corporate sites.
For more information see Microsoft’s guidance on Emergency Addresses for Remote Locations.