Phones and Webex

All 911 calls for police, fire and medical services are directly routed to an emergency operator. The caller’s device must provide a dispatchable location for the number in use. This location should consist of a valid street address plus additional information such as floor or room number as necessary to identify the location of the calling party.

A proper address and/or specific location to register the dispatching of any emergency service (911) is required on all university phones by UofL Public Safety to meet compliance with federal law.

As a unique voice communication option, WebEx VoIP (Voice over Internet Protocol) services do not have fixed locations like traditional landline telephones or location-enabled cellular phones. Because of the digital mobility of WebEx VoIP services – on laptops or devices for example – users must take precautions with using E911 for VoIP. With Enhanced 911 or E911, the caller’s number (as set by ITS) and registered address information (as set by the user) is automatically provided to the emergency operator.

University of Louisville WebEx VoIP telephone users must be aware of the limitations of Enhanced 911 service. Registering the location of your WebEx VoIP phone is extremely important because that specific point will determine which emergency response center will receive your call. If no valid location is saved within the system, an emergency call may be forwarded to a national 911 emergency center that will require you to provide your location and may result in delayed response time.

1. Keep your service address up to date in the VoIP system. ITS will set your location when implementing your WebEx service. As the user, you must keep the address updated if you change your location.

2. If you call E911 using a VoIP phone, be prepared to verify your name and location to avoid sending emergency services to the wrong address.

3. Be aware that E911 service may be interrupted due to power outages, failure in network connectivity, or other circumstances that make E911 service unavailable on your device. It is recommended that you have an alternative phone (such as a mobile cellphone) to increase the reliability of your access to emergency 911 if a service interruption occurs.

For more information regarding updating your location for emergency services, see the enhanced 911 information on the FCC’s Consumer Guide on VoIP/911. Other questions? Please contact the ITS HelpDesk or 502-852-7997.

VoIP E911 service allows you to make emergency calls using your VoIP phone service. However, VoIP E911 service has some limitations and differences compared to traditional 911 service that users need to be aware of and agree to before using the service. We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services given the limitations described herein.

There is a E911 Settings icon at the bottom left of the Webex app. You may see a pop-up that says, “Address required for E911 service.” Click “Add address” and fill in your current location with a physical address.

You may be asked to set an Enhanced 911 (E911) location within the Webex application each time your working location changes. E911 location data is essential for 911 calls to be accurately routed in the event of an emergency and is mandated by federal law. If the E911 Settings button has a red “X” next to it at any time, you will need to click on it and set your location.

Yes, individuals with existing phone numbers will retain the same number with their Webex account.

If you need a new account with a new university phone number assigned, your unit/department can request it as an option for migrating to the new Webex system.

If you no longer want a university phone number, your unit/department can request the existing line be disconnected and it will not be migrated.

No, the digital client or software application works on a computer, tablet and/or smartphone. You will be able to download the Webex software, install and sign-in to the application with your UofL userID and password once your account is activated.

If you determine that a physical phone set is still required in lieu of the Webex application, your department can request a new phone set if the one you have is not compatible. Newer Cisco desk phones are compatible and can be used with Webex.

At this time, there will be no change in the way university fax services operate. The migration will concentrate on switching faculty and staff phone lines to the Webex client. However, departments and units should consider whether a separate fax phone line is necessary.

• If you are not receiving incoming calls, check two things:

1. Make sure you are signed into your account the Webex app with your UofL userID and password.
2. Check to see whether your calls are set to go directly to voicemail by clicking on Call Settings at the bottom left of your Webex app. You will see Call Forward with a drop-down box. The options are Do Not Forward Calls or Voicemail. If Voicemail is selected, change to Do Not Forward Calls to receive incoming calls.

• If there are audio issues (not being able to hear or speak), first check the audio device being used by Webex under Settings > Audio > Speakers and Settings > Audio > Microphone to be sure the devices are the ones you are using. 

If you are still experiencing issues, please contact our ITS HelpDesk or call 502-852-7997.