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How do I assign a user to an emergency location?

Assign a user to an emergency location so first responders have accurate information in the case of an emergency call from that user. This feature is only available in the United States and Canada at this time.

Note: This feature is being released in a phased rollout and may not be available on your account yet.

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 If you're an admin who uses GoTo Admin at, please refer to: How do I assign a user to an emergency location?

Before you begin: You must have Super admin permissions. You must have an emergency location created to perform this task.
  • If you do not assign a specific device or user to an emergency location, first responders only have access to the default emergency location information.
Attention: Important information regarding users who 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.
  1. Sign in to PBX Administration (classic) at
  2. From the left navigation menu, scroll toward the bottom and select Locations.
  3. Select Emergency locations.
  4. Select an existing location and then + Assign users.
  5. Enter a user's name or select users from the drop-down menu.
    Tip: Multiple users can be added at once.
  6. Select Add users.
  7. Choose a user to add a sub-location or specific callback number.
    • In the event of an emergency call, the assigned location, this sub-location, and unique callback number will be sent to first responders.
    • Sub-location can also be intentionally left empty.
    • If no unique callback number is added, then in the event of an emergency call the callback number assigned to the location will be sent to first responders.
    • The unique callback number will fail if the phone number has not completed porting.
  8. Select Save.
  9. Verify the emergency location information is accurate by calling 933. Ensure the information you hear matches the information you have entered.
What to do next: If the user's location changes, you will need to update the emergency location and/or sub-location for the user.