---
title: "Emergency Calling Support"
canonical: "https://help.callroute.com/space/CKB/721092705/Emergency%20Calling%20Support"
format: markdown
---
This article describes how Callroute handles emergency calling.

## Standard Emergency Calling Support

When dialling emergency services through the Callroute platform you should configure your emergency number normalization to national format. 

For example: 999

> ❌ Unless specified by your BYOC provider you should not configure your normalizations to E.164 format. i.e. +44999 as this format may not be accepted by carriers or our PSTN providers.

Callroute deploys the appropriate emergency dial patterns to the global emergency call routing policy in Microsoft Teams.

## E-911 Support

Where the enterprise uses Teams and has configured emergency locations within, Callroute will support the PIDF-LO SIP header received from Teams and pass this to the carrier. This header will contain the emergency address of the calling endpoint as determined by Teams. 

Callroute requires that the Teams emergency locations are properly configured and assigned to users and also that the connecting carrier supports E-911 and has the appropriate ELIN gateways with local PSAPs to support E-911 (E911) requirements.

### SIP Trunks 

Where you have configured your downstream SIP trunk to your PBX, you must ensure that your PBX provides location information in the PIDF-LO header. If it does not, E-911 cannot be supported by Callroute.

### SIP Phones

E-911 is not supported for Callroute SIP Phones.

## Testing

It is important with any new phone system to test your emergency calling service before entering production. Many people do not like doing this because of the nature of the service. However, it is better to test it with no emergency than leave it to chance during an actual emergency.

In the UK, it is a criminal offence to spam / prank call the emergency services. Test calls can be considered as such. 

Luckily, in the UK you can give notice to the emergency call handling service at BT of your intention to perform a test call.

1. Write an email to 999testcalls @ [bt.com](http://bt.com) explaining that you would like to perform a test
2. In your email include the following information
  1. The time and date you will perform the test. Give a maximum of a 2-hour window
  2. The number you will be calling from
3. Provide at least 48 hours notice of your test

You may or may not get a response authorising your request. If you do not, place the call during the time you requested in your email.

Many people do not know what to say. Remember, the emergency service is a critical service and you will be testing a production system for them. Delays cost lives, so keep your explanation brief and concise. 

A sample script of what to say:

> Hello, This is not an emergency. I am a telephone engineer responsible for installing a new phone system and I am placing a test call to ensure people can use this service in an emergency.

The operator will usually acknowledge this and may ask you for your initials, which you should provide. After which end the call.

> ℹ️ Please check your local regulations and recommendations for performing emergency test calls in your country.