03/18/19 19:32 PM  

Troubleshooting - Missing E911 Address | RingCentral

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SummaryThis article provides steps on how to troubleshoot missing E911 Address allowing users to place outbound calls.
Details

Unable to place outbound calls due to missing E911 Address

 

Background

E911 address requires RingCentral to publish an address to our partner provider. Previously, the address that was displayed in customer's portal comes from RingCentral’s database, without verifying if that address was or still is provisioned correctly with RingCentral's partner provider. 
 

Problem

Users may lose the ability to make outbound calls if they will try to access the device settings page in the RingCentral Online portal. If users open this page and do not see an address in the “Emergency Address” section, outbound calling has likely been disabled. When Users attempt to place an outgoing call, Users will hear the message "You are not registered with the E911 service".


Cause

The system behavior recently changed: any time any user or Administrator opens a page that displays an E911 address, the address that is displayed is fetched from RingCentral's partner provider. If the partner provider does not have an address, RingCentral updates the online portal to reflect the same (deleting the address if one exists) and thereby disabling outbound calling until an address is provided and published to the partner provider.


Environment

All phones that are provisioned with RingCentral


Solution

Users will have to enter a valid E911 address via RingCentral online portal.

1. Update the phone with a valid E911 address

Administrators -  Phones and Devices - Update (E911) Emergency Address - Admin
Users -  Phones and Devices - Update (E911) Emergency Address - User 

2. Fill up the required fields.

3. Tick the check box.

4. Click the I Accept button.

 

IMPORTANT: Do not click the Save button after clicking I Accept. This will cause the phone to reboot which is not required to register the E911 address.

 

Related Articles:

For mass update, customers can create a template that can be applied to multiple phones that are in the same location. For more information, click the links below.

User Templates - Create a Template
Set the Emergency Address on a template
User Templates - Apply a Template to User

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