# How emergency calling service works
A DID number with the **Emergency Calling** feature must be registered and
verified before it can be used for emergency calls. Submit an emergency
verification request for the number with the end user's **Identity**, emergency
service **Address**, and any required supporting documents. These details must
meet the requirements for the number's country and type.
Once the verification is approved and the **Emergency Calling Service** becomes
**Active**, you can use the registered number as caller ID when calling a
supported emergency number through an outbound trunk. The trunk must allow
that number for emergency calling. The presented caller ID links the call to
the verified end user and emergency service address recorded in the service.
## How emergency calling works
Emergency calling works in two stages. First, you create an Emergency Calling
Service for your DID numbers, and DIDWW staff verify the identity and address.
Then, once the service is Active, you can place emergency calls through an
outbound trunk, using a verified DID number as the caller ID.
When an emergency call reaches DIDWW, DIDWW checks that the caller ID belongs
to a verified Emergency Calling Service before it routes the call to the
emergency services.
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sequenceDiagram
autonumber
participant you as You
participant didww as DIDWW
participant emergency as Emergency services
you->>didww: Create an Emergency Calling Service
with DID numbers, identity, and address
Note over didww: Staff verify the identity and address
didww-->>you: Service becomes Active
you->>didww: Dial 112 or 911 through the outbound trunk
with a verified DID as the caller ID
Note over didww: Check that the caller ID belongs
to a verified service
didww->>emergency: Connect the call
```
Emergency calls are answered by a Public Safety Answering Point (PSAP), the
center that dispatches police, fire, or medical help. A VoIP number is not
tied to a fixed line, so each source number is registered with a verified
emergency service address that records the end user's registered emergency
location. Keep this address current. If the end user moves, [request an
address change](how-to-guides/change-emergency-calling-address.html) right away,
because emergency calls keep using the previous address until the new one is
verified.
Each country has its own emergency numbers, and they have no international
format. Dial them exactly as listed for the country, without a country code
and without a `+` or `0` prefix. See [Emergency number dialing
reference](supported-emergency-numbers.html).
## Emergency Calling Services and DID numbers
The DID numbers in an Emergency Calling Service are its **source numbers**.
All source numbers of a service belong to the same country and number type,
and they share the identity and address of the service. A DID number can
belong to only one Emergency Calling Service, so the same identity and address
apply to every emergency call from that number.
Only DID numbers with the **Emergency Calling** feature can be added as source
numbers. A DID number that is already linked to an identity, for example
through End User Registration, A2P SMS Campaigns, or CNAM, can be used only
with that same identity. Numbers that are not linked to any identity can be
used with any identity.
When the first Emergency Calling Service is activated, all existing outbound
trunks are set to **Allow all available DID(s) for emergency calling**. You
can instead allow only selected DID numbers on a trunk. See [Configure
emergency calling for outbound trunks](how-to-guides/configure-emergency-calling-for-outbound-trunks.html).
Outbound trunks can route emergency calls even if **Outbound Termination** is
not enabled on your account. In that case, you can still create an outbound
trunk, but it can place only emergency calls from verified source numbers.
Calls to local and international destinations stay restricted until Outbound
Termination is enabled. See [Get Access to Local and International Voice
Termination](../outbound-trunks/get-access.html#user-panel-voice-out-get-access).
## Requirements
The identity and address of a service must comply with local emergency
service regulations and match the country and number type of its source
numbers. Emergency calling availability and requirements vary by country and
number type. When you select a **Country** and **Number type** in the **Create
Emergency Calling Service** form, the **Requirements** panel shows the
requirements for that combination.
| Requirement | Details |
| --- | --- |
| Account access | Emergency calling is generally available only for business customers and is not enabled by default. To enable it on your account, contact [sales@didww.com](mailto:sales%40didww.com). To create and manage services, your user needs the **Admin** or **Commercial** role. Users with the **Billing** or **Technical** role can view existing services only. See [User roles](../../account-settings/adding-new-roles.html#user-roles). |
| Source numbers | At least one active DID number with the **Emergency Calling** feature. The available number types depend on the country. See [Number type values](emergency-calling-reference.html#emergency-calling-number-type-values). |
| Identity | An identity that meets the requirements listed for the selected country and number type. Depending on the country and number type, the identity must be personal, business, or either. For example, United States Local DIDs require a first name, last name, and contact phone number, and a company name for business identities. An identity that does not meet the requirements cannot be selected, and a tooltip explains why. See [Create New Identity & Address](../../identities/identities.html#create-new-identity). |
| Emergency address | An address that belongs to the selected identity and is located in the country of the service. For example, a United States address requires the state, city, street, street number, apartment or suite information, and zip code. |
| Emergency calling form | Required for some countries and number types. The **Verification details** step then shows an **Additional Information** section, where you download the form template, fill it out, and upload it. |
| Agreement | Required for some countries and number types that have emergency calling restrictions. Clicking **Submit** then opens the **Important VoIP Emergency Service Information** window, where you accept the restrictions and click **Agree & Complete Order**. Otherwise, **Submit** creates the request directly. |
The identity cannot be changed after the request is created. To use a
different identity, cancel the request and create a new one.
Documents uploaded for identities and addresses are encrypted with
AES-256-CBC and stored on DIDWW servers. Only authorized parties can decrypt
them, using private keys stored in a Hardware Security Module (HSM).
The **Country** list in the form shows the countries where you can create a
service. For country-specific availability, onboarding, and documentation
requirements, contact [sales@didww.com](mailto:sales%40didww.com).
## Charges
In the User Panel, the **Create Emergency Calling Service** form shows the
**Service setup fee per number** and **Monthly fee per number** for the
selected country and number type. The **Summary** step shows the total setup,
recurring monthly, and applicable VAT amounts for the selected source numbers.
For a new service, the first monthly fee and any applicable one-time setup
fee are deducted from your account balance when verification is approved and
the service becomes **Active**. The setup fee does not recur. The monthly fee
is the recurring service administration fee, shown on invoices as **Service
administration fee**, and is charged at each monthly renewal.
Submitting a request for review does not charge the account. No initial
service charge is made if the request requires changes or is rejected, and
resubmitting corrected information does not add a charge.
You can submit a request even if your balance does not yet cover the charges.
Your balance must cover the charges before verification can be completed and
the service activated.
Removing source numbers does not refund the remaining service time. A
canceled service does not renew in the next billing cycle. For descriptions
of the pricing fields, see [Emergency calling reference](emergency-calling-reference.html#emergency-calling-reference).
## Verification and request lifecycle
Every request is reviewed by DIDWW staff before it can become Active. The
estimated verification time depends on the country and number type, and it is
shown in the **Create Emergency Calling Service** form and on the service page
until the service is Active.
Some steps of the lifecycle are actions you take in the DIDWW User Panel, and
others are performed by DIDWW staff.
**Fig. 1.** Emergency Calling Service request flow
A new request has the **New** status. It changes to **In process** when DIDWW
staff start the verification, and to **Active** when the verification is
approved. If the submitted information needs corrections, the request moves
to **Changes required**, and the service page shows the reject reasons and
any additional comments. After you correct and [resubmit the
request](how-to-guides/resubmit-emergency-calling-request.html), the verification starts
again and the status returns to **In process**.
Do not rely on emergency calling from a number until its service is
**Active**. Until then, the number cannot be used as the caller ID for
emergency calls.
For the definition of each status and the actions available in it, see
[Status values](emergency-calling-reference.html#emergency-calling-statuses) and [Actions](emergency-calling-reference.html#emergency-calling-actions).
## Address updates and cancellation
When a service is Active, you can [request a change to its emergency
address](how-to-guides/change-emergency-calling-address.html). The service then
enters **Pending update** status, and the address verification can take **up
to 5 business days**. Emergency calls must always be linked to a verified
address, so emergency calling stays available during Pending update under the
currently verified address. If the new address is approved, it replaces the
previous one and the service returns to **Active**. If it is rejected, the
service returns to **Active** with the previous address.
A service can be canceled in **New**, **Changes required**, **Active**, or
**Pending update** status, but not while it is **In process**.
[Canceling a service](how-to-guides/cancel-emergency-calling-service.html)
immediately deactivates all its source numbers. [Removing individual
source numbers](how-to-guides/remove-source-numbers.html) disables only those
numbers. Removing every source number cancels the service automatically
within a few hours.
## Related resources
- [Create emergency calling service](how-to-guides/create-emergency-calling-service.html)
- Submit a request once the requirements are met.
- [Emergency calling how-to guides](how-to-guides/index.html) - Set up and
manage Emergency Calling Services.
- [Emergency calling reference](emergency-calling-reference.html) - Look up
fields, statuses, and available actions.
- [Emergency number dialing reference](supported-emergency-numbers.html) -
Find the emergency numbers to dial in each country.