Emergency Number Translation (To Be Archived)

Translate emergency numbers (like 911 or 933 in the US) into specific 10-digit local numbers before dialing.

How it works

When an agent dials an emergency number (e.g., 911) manually or via click-to-dial, the Unaric Voice for Teams will check if translation is enabled. If active, the emergency code is replaced with the configured 10-digit number before passing it to the Azure Communication Services (ACS) SDK to start the call.

While the call is routed using the translated number, the softphone and Teams call history may display the translated 10-digit number rather than "911".

Setup

Prerequisites

Unaric Voice for Teams Managed Package installed.

Access to the Contact Center settings in Salesforce Setup. If you migrate to a new Contact Center, you must reconfigure these mapping settings in the new Contact Center record.

A valid 10-digit emergency routing number provided by your telephony carrier.

Configuration

Open Salesforce Setup.

Navigate to Partner Telephony Contact Centers.

Select your active Unaric MS-Teams Connector contact center.

Locate the Emergency Settings section.

Set Translate Emergency Number to Yes.

In the 911 Translated Number field, enter the 10-digit local number provided by your carrier.