Manage Emergency Calling Service

When you create an Emergency Calling Service request, it goes through several stages from creation and verification to activation. During this process, the submitted information and selected DID numbers are reviewed to ensure compliance with local emergency service requirements.

You can manage the service by resubmitting requests, removing source numbers, or canceling the Emergency Calling Service when needed.

Resubmit Emergency Calling Request

Update the identity or address information and resubmit the request after changes are required.

Resubmit Emergency Calling Request

Remove Source Numbers from Emergency Calling

Remove individual DID numbers from an existing Emergency Calling Service request without canceling the entire request.

Remove Source Numbers from Emergency Calling

Cancel Emergency Calling Service

Cancel a pending or active Emergency Calling Service request when it’s no longer needed.

Cancel Emergency Calling Service

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Emergency Calling Service Flow

This flow illustrates how an Emergency Calling Service request progresses through its stages until activation. The process begins with creating a new request and continues through review, confirmation, and approval. The request can be canceled at any time while it is in New, Changes Required, or Active status.

Emergency Calling Service Statuses

Status	Description
New	Emergency Calling service verification has not been started yet.
In Process	Emergency Calling service verification is in process.
Changes Required	Emergency Calling service verification needs to be resubmitted.
Active	Emergency Calling service is active.
Canceled	Emergency Calling service has been canceled.

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Resubmit Emergency Calling Request

Before an Emergency Calling Service request can be activated, it must pass a verification stage to ensure that all submitted details are correct and compliant. You can resubmit a request while it is in New or Changes Required status, if some details are incorrect, incomplete, or did not pass verification. When the Emergency Calling Service request is in Changes Required status, a reason and any additional comments will be displayed to help you update and resubmit the request.

Step 1. Filter Emergency Requests by Status: Changes Required (Optional)

1. In the DIDWW User Panel, go to Voice → Emergency Calling.

2. Open the Status filter.

3. Select the Changes Required status to display the relevant Emergency Calling requests.

Fig. 1. Filtering Emergency Calling requests in Changes Required status.

Step 2. Open Emergency Calling Edit Page

Locate the Emergency Calling request, then click the Reference ID or use the Actions (⋯) menu and select Edit.

Fig. 2. Opening the emergency calling request to review details and rejection reasons.

Step 3. View Verification Details and Reject Reason(s)

On the Edit Emergency Calling request page, review the Verification Details and Reject Reason(s) sections. This will show exactly why the request requires changes (for example, a missing proof of address).

Fig. 3. Emergency calling verification details and rejection reasons for the porting request.

Step 4. Update Verification Details

Important

1. If the rejection reason requires changing the Identity information, or if any identity or address fields are locked from editing, it is recommended to cancel the request and create a new Emergency Calling Service request instead of resubmitting it, unless the rejection is related to document updates.

2. If the Address information is missing or incorrect (except for document updates), create a new address for the identity and select it when resubmitting the request.

Depending on the rejection reason(s), you may be required to update either the Identity details, the Address details, or both. For example, this may happen if the provided information is outdated, incomplete, or does not match the verification documents.

1. In the Verification Details block, click the Identity or Address names to open the corresponding edit page.

2. Update the required fields — for example, upload a new document or add missing information.

Step 5. Resubmit Emergency Service Verification

After reviewing the rejection reasons and updating the required Identity or Address information assigned to the Emergency Calling Service request, you can resubmit the same request for verification.

Note

If you are unable to update the Identity information based on the rejection reason, or if the assigned Address cannot be modified, create a new address or cancel the emergency request instead.

1. To resubmit emergency calling service request, click Actions → Resubmit.

Fig. 4. Resubmitting the Emergency Calling Service request with updated verification details.

A Resubmit Emergency Service Verification pop-up window will appear, showing a banner with the rejection reason and any additional comments from staff (if provided).

Note

The Identity field in the Resubmit Emergency Service Verification window cannot be changed or reselected.

2. Select the updated or new Address from the dropdown menu (or click Create New Address if the existing fields are disabled when updating the required address information).

3. Click Submit to resubmit your Emergency Calling Service request for verification.

Fig. 5. Resubmitting the Emergency Calling Service request after updating verification details.

Step 5. Emergency Calling Service Request Returns to In Process Status

After successfully resubmitting the request, the Emergency Calling Service status changes to In Process. This indicates that the verification has been resubmitted.

Fig. 6. Confirmation message indicating successful reassignment of end user details.

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Remove Source Numbers from Emergency Calling

You can remove verified source numbers from an existing Emergency Calling Service request at any time if they are no longer needed.

Important

• When the Emergency Calling Service is Active, removing a number instantly disables its ability to place calls to supported emergency numbers.

• If a number is removed while the request is in New, Changes Required, or In Process status, it will not be activated for emergency calling.

Step 1. Open Emergency Calling Service Edit Page

1. In the DIDWW User Panel, go to Voice → Emergency Calling.

2. Click the Actions (⋯) button next to the Emergency Calling Service request.

3. Select Edit from the dropdown menu.

Note

You can also click the Name / Ref. ID of the Emergency Calling Service request to open the edit page directly.

Fig. 7. Opening the Emergency Calling Service Edit Page.

Step 2. Select Verified Source Numbers to Remove

1. In the Verified Source Numbers section, select the DID number you want to remove.

2. Once the number is selected, click Remove.

Note

The Remove button is disabled until at least one number is selected. After selecting a number, the button becomes active and can be clicked to proceed with removal.

Fig. 8. Selecting verified source numbers for removal.

Step 3. Confirm Number Removal

A Remove Source Number(s) confirmation window will appear. Review the message, then click Remove to confirm.

Note

The selected source number(s) will be removed immediately, and the emergency service for those numbers will be canceled. No refund will be issued for the remaining service time.

Fig. 9. Confirming the removal of verified source numbers.

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Cancel Emergency Calling Service

You can cancel an Emergency Calling Service request while it is in New, Changes Required, or Active status. Canceling the request immediately deactivates the verified emergency source numbers assigned to the service, preventing them from making emergency calls. The Emergency Calling Service will be removed right away and will not renew in the next billing cycle.

1. In the DIDWW User Panel, go to Voice → Emergency Calling.

2. Click Actions (⋯) next to the Emergency Calling Service request you want to cancel.

3. Select Cancel Emergency Calling from the dropdown menu.

Note

Emergency Calling Service requests that are currently In Process cannot be canceled.
However, you can remove individual verified source numbers at any time, regardless of status, if updates are needed for the numbers used to place emergency calls through outbound trunking.

Fig. 10. Canceling an Emergency Calling Service request using the Actions menu.