HELP FILE

Enhanced 911 migration FAQs

    Discover what has changed, what actions you need to take, and other common questions regarding our new self-serve, emergency callback and location system. This feature is only available in the United States and Canada at this time.

    Note: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. The article below is meant for admins who use PBX Administration (classic) at https://my.jive.com/pbx. If you're an admin who uses GoTo Admin at https://admin.goto.com, please refer to: E911 Migration FAQs.

    Jump to a frequently asked question in this article:

    What changed?

    Before — You had to contact us to update your emergency information and there was a fee.

    Now — You can make changes to your emergency information from within the admin portal, without any additional charges. We did not change the way your 911 works, the migration only compiled all of your outbound emergency phone numbers with their associated addresses that we had on file, and put them in your admin portal. If you notice that a device is not where it should be or an address is incorrect, most likely, it has always been incorrect.

    How do I know if my account has been migrated?

    If you see the Locations icon in the left navigation menu, and the Emergency locations tab, then your account has been migrated.
    Jive Admin Portal Locations view

    What if my migration failed?

    If you do not see the banner or Emergency locations, then you are not yet on the new system. No need to worry, you are still using the old system.

    We have learned that a few accounts were not successfully migrated due to an invalid setup. We will contact you when we have corrected the setup and we are ready to fully migrate your account.

    What do I need to do?

    Go to Locations in the left navigation menu of the admin portal and confirm all addresses and callback numbers listed are correct.
    • Incorrect information? You can create new locations, delete old locations, and assign users/devices to the correct location all from within the portal. For detailed steps, refer to How do I manage my emergency locations?. When complete, select Enable now located in the banner.
    • Correct information? Select Enable now in the banner.
    Important: You must select Enable now to use the updated information you see in the admin portal. If you do not, the previous system will be used during emergency calls.

    Why do I see duplicate addresses in my locations?

    When you originally ordered your phone numbers, you provided the same address for multiple outgoing emergency phone numbers. Since we don’t know which callback number is the best one, we display duplicates of the address after migration. You can consolidate them by deleting the duplicates or keep them.

    Why aren't all of my phone numbers listed as callback numbers?

    Not every phone number is used as an outbound emergency phone number when calling emergency services. Only phone numbers that are set as an outbound emergency are used in the event of a 911 call.

    The migration took all of your used outbound emergency phone numbers on file and displayed them in the portal as callback numbers along with their corresponding addresses that you provided.

    Is there a way to make bulk changes?

    Bulk tools are not yet available.

    How do I know which location is my default emergency location?

    Your default emergency location is the same as it was in the previous system. In the Locations list, a Default emergency location tag is listed next to the default location's name. If you have devices that are not assigned to an emergency location, they will automatically use the default emergency location.

    Default Emergency Location tag

    You can view and/or modify your default emergency location in System Settings. For detailed steps, refer to How do I set a default emergency location?.

    Why is my emergency location in a "pending" state?

    We verify all emergency locations. If our team is unable to verify the emergency location address, it is placed in a Pending state until we can validate the address or reach out to you for verification. Please allow up to 5 business days for our team to contact you. Once we receive confirmation and/or address correction, we will update the status to Registered. If we do not receive a response and cannot verify the address, the status will be displayed as Failed.

    How do I add a specific building or room to an emergency location?

    We refer to these specific buildings or rooms as sub-locations. Sub-locations can be added directly in a device's settings or a user's settings. For detailed steps, refer to How do I assign a device to an emergency location? and/or How do I assign a user to an emergency location?.

    What happens when my users travel?

    • We recommend users call 911 from their cellular phone whenever possible for the most accurate location.
    • If the user dials 911 through the GoTo app from their cellular phone, the cellular network will override this emergency location and use the GPS coordinates instead.
    • If the user dials 911 from their laptop through the GoTo app, this emergency location would be dispatched to emergency services.

    How do I view which devices are not assigned to an emergency location?

    You will need to contact your CSM or support partner to request an export list of your devices. Then, cross reference that device list with your emergency locations export. To learn how to export a list of your locations, refer to How do I export my locations?.