# 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. **Change Emergency Calling Address** Submit a request to change the emergency address for an active Emergency Calling Service. [Change Emergency Calling Address](#change-emergency-calling-address) **Resubmit Emergency Calling Request** Update the identity or address information and resubmit the request after changes are required. [Resubmit Emergency Calling Request](#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](#remove-numbers-from-emergency-calling-request) **Cancel Emergency Calling Service** Cancel a pending or active Emergency Calling Service request when it's no longer needed. [Cancel Emergency Calling Service](#cancel-emergency-calling-request) --- ## 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 Flow](../../_images/emergency_status_flow.png)](../../_images/emergency_status_flow.png) ### 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. | | Pending Update | Emergency Calling service is active, but a request to change the emergency address is being processed. | | Canceled | Emergency Calling service has been canceled. | --- ## Change Emergency Calling Address When an Emergency Calling Service is **Active**, you can submit a request to change the assigned emergency address. Emergency calling remains active under the currently verified address while the new address is being verified. After submission, the service enters **Pending Update** status until verification is completed. Important - Address verification may take **up to 5 business days**. - Emergency calling remains active under the **currently verified address** until the update is verified. - While the service is in **Pending Update** status, no additional address change requests can be submitted. ### Step 1. Locate the Emergency Calling Service and open Change Address 1. In the DIDWW User Panel, go to **Voice → Emergency Calling**. 2. Locate an Emergency Calling Service with **Active** status. 3. Click **Actions (⋯)** and select **Change address**. Note When the Emergency Calling Service is in **Pending Update** status, the **Change address** option is disabled. [![Change address option in Actions menu for active emergency calling service](../../_images/change_address1.png)](../../_images/change_address1.png) **Fig. 1.** Change address option available for an Active Emergency Calling Service. ### Step 2. Select a New Address and Submit the Request 1. Select a **new address** from the **Address** dropdown list. 2. Click **Submit**. Once the new address is verified, the Emergency Calling Service status changes back to **Active**, and the new address is applied automatically. Note If the address verification is rejected, the Emergency Calling Service status changes back to **Active** and continues using the previously verified address. [![Change emergency calling address window](../../_images/change_address2.png)](../../_images/change_address2.png) **Fig. 2.** Selecting a new address for the Emergency Calling Service. --- ## 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. [![Filter emergency calling requests by status Changes Required](../../_images/resubmit_1_filter_numbers.png)](../../_images/resubmit_1_filter_numbers.png) **Fig. 3.** 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**. [![Opening the emergency calling request edit page](../../_images/resubmit_2_edit.png)](../../_images/resubmit_2_edit.png) **Fig. 4.** 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). [![View emergency calling verification details and rejection reasons](../../_images/resubmit_3_reject_reasons.png)](../../_images/resubmit_3_reject_reasons.png) **Fig. 5.** 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](#cancel-emergency-calling-request) and [create a new Emergency Calling Service request](create-emergency-calling-service.html#create-emergency-service) 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](#cancel-emergency-calling-request) instead. 1. To resubmit emergency calling service request, click **Actions → Resubmit**. [![Resubmitting the Emergency Calling Service request](../../_images/resubmit_5_1.png)](../../_images/resubmit_5_1.png) **Fig. 6.** 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. [![Resubmitting Emergency Calling Service verification](../../_images/resubmit_5_2.png)](../../_images/resubmit_5_2.png) **Fig. 7.** 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. [![End user details successfully assigned](../../_images/resubmit_6.png)](../../_images/resubmit_6.png) **Fig. 8.** Confirmation message indicating successful reassignment of end user details. --- ## 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. [![Open Emergency Calling Service Edit Page](../../_images/remove_source_numbers_1_edit.png)](../../_images/remove_source_numbers_1_edit.png) **Fig. 9.** 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. [![Selecting verified source numbers to remove](../../_images/remove_source_numbers_2.png)](../../_images/remove_source_numbers_2.png) **Fig. 10.** 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. [![Confirming removal of verified source numbers](../../_images/remove_source_numbers_3.png)](../../_images/remove_source_numbers_3.png) **Fig. 11.** Confirming the removal of verified source numbers. --- ## 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](#remove-numbers-from-emergency-calling-request) at any time, regardless of status, if updates are needed for the numbers used to place emergency calls through outbound trunking. [![Canceling an Emergency Calling Service request in the DIDWW User Panel](../../_images/cancel_emergency_calling.png)](../../_images/cancel_emergency_calling.png) **Fig. 12.** Canceling an Emergency Calling Service request using the Actions menu. On this page