Microsoft Teams Phone on Aura Connect: Emergency Calling Setup and Emergency Numbers

This guide is intended to help customers and partners configure emergency calling when deploying Microsoft Teams Phone with Aura Connect, including emergency calling policies, emergency short codes, emergency locations and optional legacy dialling patterns such as 9911 > 911 or 9999 > 999.

Important Emergency Calling Disclaimer

Emergency calling is a safety-critical and regulated service. Emergency services are subject to availability in each country and may also depend on the telephone number type, service, underlying carrier, user location and local regulatory requirements.

The inclusion of a country or emergency number in this guide does not guarantee that emergency calling is available or enabled on a particular Aura Connect service or telephone number. Emergency-service availability must always be confirmed with Aura before deployment or go-live. Aura's published coverage information describes emergency-service access as being provided where available.

The information in this article is provided as general implementation guidance only. It is not legal or regulatory advice and does not guarantee that an emergency number, routing method, location configuration or Microsoft Teams policy is correct for a particular customer, country, city, carrier or deployment.

Emergency calling requirements and emergency numbers can change and can vary by country, region, municipality, telephone number type and telecommunications provider. Before deployment, the customer and their implementation partner are responsible for confirming all emergency calling requirements with Aura, Microsoft, the applicable carrier, local regulatory authorities and, where appropriate, their legal or compliance teams.

Customers should always maintain an alternative method of contacting emergency services that does not depend solely on Microsoft Teams, Aura Connect, internet connectivity or another cloud-based communications platform. This may include mobile/cellular phones, independently powered telephone services, site security systems or another locally approved communications method.

Microsoft Teams Emergency Calling - Recommended Design

For customers using Aura Connect Operator Connect, Microsoft automatically enables Operator Connect users for emergency calling and routes recognised emergency calls to the Operator Connect carrier associated with the user's telephone number. Registered-address requirements and dynamic emergency-location capabilities vary by country and by the capabilities provided with the number.

Microsoft Emergency Calling Policies can be used with Operator Connect, Calling Plans, Teams Phone Mobile and Direct Routing. They can control remote-location behaviour, emergency numbers and security-desk notifications. Policies can also be associated with network sites.

Aura recommends that every deployment reviews:

• The user's correct Microsoft 365 Usage Location.
• The correct Aura Connect telephone number and country.
• The registered emergency address where required.
• Building, floor, suite or other dispatchable-location information where applicable.
• Microsoft Teams Location Information Service and network topology where appropriate.
• The appropriate Emergency Calling Policy.
• Security-desk or reception notifications.
• Remote and home-worker emergency calling.
• Common Area Phones and Teams Rooms.
• Emergency calling availability with Aura for each country.
• An independent method of contacting emergency services if cloud calling or internet connectivity is unavailable.
• Testing and documented acceptance before go-live.

Users Should Dial the Native Emergency Number Directly

Microsoft Teams does not require users to dial an outside-line access digit such as 9 before a normal PSTN call. Microsoft recommends that Operator Connect users dial numbers as they normally would within their country or region.

The native emergency number should therefore always be the primary emergency calling method.

For example:

United States: 911

United Kingdom: 999 or 112

Australia: 000

Singapore: 999 Police or 995 Fire/Ambulance

Users should not need to remember an outside-line access digit before calling emergency services.

Supporting Users Who Still Dial 9 for an Outside Line

Customers migrating from traditional PBXs may have employees who instinctively dial 9 before an external number. Where appropriate, an additional emergency alias can be considered as a safety measure.

Examples:

Native emergency number	Legacy dialling habit	Translation
911	9911	9911 > 911
999	9999	9999 > 999
112	9112	9112 > 112
000	9000	9000 > 000
110	9110	9110 > 110
119	9119	9119 > 119
120	9120	9120 > 120
995	9995	9995 > 995

These additional patterns should be considered secondary safety aliases only. The native local emergency number must always remain directly diallable.

Direct Routing - Use Emergency Dial Masks

For Microsoft Teams Direct Routing, Microsoft provides Emergency Dial Masks specifically to allow an alternative dialled number to be translated into the actual emergency number.

For example:

Emergency Dial String: 911

Emergency Dial Mask: 9911

Result:

9911 > 911

Microsoft describes an Emergency Dial Mask as an alternate number that is translated to the configured Emergency Dial String. Multiple masks can be associated with an emergency number.

Configure these under:

Teams Admin Center > Voice > Emergency policies > Call routing policies

Emergency Call Routing Policies are primarily used with Direct Routing to identify emergency numbers and the PSTN route used for emergency calls. When Shared Calling is used with Calling Plans or Operator Connect, these policies can also be used to identify emergency numbers.

Operator Connect - Do Not Automatically Add Emergency Dial Masks

For standard Aura Connect Operator Connect, customers should not create a Direct Routing Emergency Call Routing Policy simply to reproduce a legacy PBX outside-line digit.

Operator Connect users are automatically emergency enabled and recognised emergency calls are routed to the Operator Connect carrier.

If a customer wants to retain patterns such as 9911 > 911 or 9999 > 999, the requirement should first be reviewed with Aura.

A carefully scoped Teams dial-plan normalization rule may sometimes be appropriate to support legacy user dialling behaviour. Microsoft Teams dial plans allow user-entered digits to be translated into another format, but custom rules must be designed carefully and tested because they can alter outbound number processing.

Aura recommendation: train users to dial the native emergency number directly and only introduce an additional legacy 9 prefix where there is a clear operational requirement and Aura has confirmed the proposed design.

Recommended Emergency Calling Policy

In the Microsoft Teams Admin Center go to:

Voice > Emergency policies > Calling policies

A useful policy naming convention is:

ECP-[Country]-[Location]

Examples:

ECP-UK-London

ECP-US-NewYork

ECP-LU-Luxembourg

ECP-AU-Sydney

ECP-SG-Singapore

ECP-JP-Tokyo

ECP-ZA-Johannesburg

Within the Emergency Calling Policy, customers should review remote-location settings, emergency numbers, security-desk notifications and other location-specific requirements. Microsoft supports assigning emergency calling policies to users and network sites.

Emergency Service Notification

Customers should consider notifying an internal security desk, reception team or incident-response team whenever an emergency call is placed.

The exact behaviour should reflect local regulations and the customer's own emergency-response process. Microsoft Teams supports emergency-call notification options through Emergency Calling Policies.

Where a customer does not have a documented requirement for an internal party to join an emergency call, Aura recommends prioritising notification without unnecessarily interfering with the emergency call itself.

Emergency Location and Network Design

For larger offices, campuses and multi-site organisations, customers should consider Microsoft Teams network topology and emergency-location configuration.

A typical design is:

Emergency Address > Building/Place > Network Site > Subnet/Wi-Fi Location > User/Device

Microsoft allows emergency policies to be associated with network sites, which helps Teams apply the appropriate emergency behaviour when a user connects from a recognised corporate location.

For larger buildings, customers should consider whether additional information such as building, floor, suite or room is needed to help emergency responders locate the caller.

Aura Connect Emergency Number Reference

The following table provides common emergency numbers for planning purposes across countries currently shown within Aura's global network coverage. It must not be treated as a guarantee that the number can be routed on a specific Aura Connect service.

Emergency services are subject to availability in each country. Customers and partners must confirm service availability and the correct emergency numbers with Aura before configuration and go-live. Aura currently states that it provides access to emergency services where available.

The ITU also maintains its E.129 database of national numbers associated with emergency services and other services of social value. Information is supplied by ITU Member States and should be used alongside local regulatory information.

Europe

Country / Market	Common emergency number(s)
Austria	112
Belgium	112
Bulgaria	112
Croatia	112
Cyprus	112
Czech Republic	112
Denmark	112
Estonia	112
Finland	112
France	112
Georgia	112
Germany	112 Fire/Ambulance; 110 Police
Greece	112
Hungary	112
Ireland	112 / 999
Italy	112
Latvia	112
Lithuania	112
Luxembourg	112 Fire/Ambulance; 113 Police
Malta	112
Netherlands	112
Northern Ireland	999 / 112
Norway	110 Fire; 112 Police; 113 Medical
Poland	112
Portugal	112
Romania	112
Slovakia	112
Slovenia	112
Spain	112
Sweden	112
Switzerland	112 General; 117 Police; 118 Fire; 144 Ambulance
Turkey	112
United Kingdom	999 / 112

Americas

Country / Market	Common emergency number(s)
Argentina	911 General Emergency; 100 Fire; 107 Medical in many areas
Belize	911
Bolivia	110 Police; additional service-specific numbers should be confirmed locally
Brazil	190 Police; 192 Medical; 193 Fire
Canada	911
Chile	131 Ambulance; 132 Fire; 133 Police
Colombia	123
Dominican Republic	911
Ecuador	911
El Salvador	911
Guatemala	110 Police; 122 / 123 Fire and Ambulance services
Mexico	911
Panama	911 General Emergency; 103 Ambulance/Fire; 104 Police
Peru	105 Police; 106 Medical where available; 116 Fire
Puerto Rico	911
United States	911

Argentina's government identifies 911 as its national central emergency number, while Chile publishes 131, 132 and 133 for ambulance, fire and police respectively.

Asia-Pacific and Middle East

Country / Market	Common emergency number(s)
Australia	000
China	110 Police; 119 Fire; 120 Ambulance
Hong Kong	999
India	112
Indonesia	112, subject to local implementation
Israel	100 Police; 101 Ambulance; 102 Fire
Japan	110 Police; 119 Fire/Ambulance
Malaysia	999
New Zealand	111
Philippines	911
Singapore	999 Police; 995 Fire/Ambulance
South Korea	112 Police; 119 Fire/Ambulance
Taiwan	110 Police; 119 Fire/Ambulance
Thailand	191 Police; 199 Fire; 1669 Medical
Vietnam	113 Police; 114 Fire; 115 Ambulance
Vietnam	112 National Search and Rescue

South Korea's Ministry of the Interior and Safety identifies 112 and 119 as its two principal emergency reporting numbers.

Africa

Country / Market	Common emergency number(s)
South Africa	112 Emergency from mobile networks; 10111 Police; 10177 Ambulance/Emergency Medical

South Africa is included within Aura's published global network coverage.

South African government sources identify 10111 for Police, 10177 for Ambulance and 112 as an emergency number, particularly for mobile/cellular callers. Because 112 is described by government sources in the context of cellular emergency calling, customers must not assume that 112 will behave identically over Teams Phone or a cloud PSTN service. Aura must confirm which South African emergency numbers are supported on the customer's service before go-live.

Recommended Legacy Emergency Aliases

For customers migrating from a PBX where users historically dialled 9 for an outside line, the following can be considered as additional safety aliases, subject to the connectivity model and confirmation with Aura:

Country / Location	Native number	Possible legacy alias
United States	911	9911 > 911
Canada	911	9911 > 911
United Kingdom	999	9999 > 999
United Kingdom	112	9112 > 112
Luxembourg	112	9112 > 112
Luxembourg Police	113	9113 > 113
China Police	110	9110 > 110
China Fire	119	9119 > 119
China Ambulance	120	9120 > 120
Hong Kong	999	9999 > 999
Australia	000	9000 > 000
Singapore Police	999	9999 > 999
Singapore Fire/Ambulance	995	9995 > 995
Japan Police	110	9110 > 110
Japan Fire/Ambulance	119	9119 > 119
South Korea Police	112	9112 > 112
South Korea Fire/Ambulance	119	9119 > 119
South Africa	112	9112 > 112
South Africa Police	10111	910111 > 10111
South Africa Ambulance	10177	910177 > 10177

These are examples of possible migration aliases, not automatically approved configurations. They should only be implemented after confirming that the native emergency number is supported and that the proposed translation will not conflict with other dial-plan rules.

For Direct Routing, Emergency Dial Masks are the preferred Microsoft mechanism for alternate emergency dial strings.

For Operator Connect, contact Aura before introducing emergency-number normalization or legacy access-digit behaviour.

Important Consideration for Travelling Users

A user may remember the emergency number used in their home country rather than the emergency number for the country they are visiting.

For example, a UK employee in the United States may instinctively dial 999, while a US employee in London may dial 911.

Microsoft Emergency Dial Masks can accommodate alternative emergency numbers in Direct Routing deployments. Microsoft specifically describes this use case as allowing a person familiar with one country's emergency number to reach the emergency service in the country where they are currently located.

This should be considered separately from the legacy 9 outside-line requirement and designed carefully for international users.

Go-Live Emergency Calling Checklist

• Confirm that emergency calling is available from Aura in the applicable country.
• Confirm the exact emergency numbers supported by the service.
• Confirm the user's Microsoft 365 Usage Location.
• Confirm the correct Aura Connect telephone number is assigned.
• Configure and validate the registered emergency address where required.
• Add building, floor, suite or room information where required.
• Configure Teams network sites and Location Information Service where appropriate.
• Assign the correct Emergency Calling Policy.
• Configure security-desk notifications where required.
• Review remote and home-worker emergency calling.
• Include Common Area Phones and Teams Rooms in the emergency design.
• Confirm whether legacy outside-line aliases such as 9911 > 911 are required.
• For Direct Routing, configure Emergency Dial Masks where appropriate.
• For Operator Connect, confirm any custom emergency-number normalization with Aura.
• Validate that the native emergency number can be dialled directly without an outside-line prefix.
• Document emergency calling instructions for end users.
• Document the procedure to follow if Teams, internet connectivity, local power or the Aura Connect service is unavailable.
• Maintain an alternative method of contacting emergency services.
• Complete appropriate carrier/Aura-approved testing before production use.

Do not place routine live calls to an emergency service simply to test the configuration. Customers should use an Aura-approved, carrier-approved or locally approved testing method where one is available.

Emergency Calling Resilience

Microsoft Teams Phone and Aura Connect can form an important part of a customer's emergency communications capability, but they should not be the customer's only method of requesting emergency assistance.

Customers should consider failure scenarios including:

Local Power Failure > LAN/Wi-Fi Failure > Internet/WAN Failure > Device Failure > Microsoft Teams Service Issue > Aura/Carrier Service Issue > Building Evacuation

The customer's business continuity and emergency response plans should provide another clearly understood method of contacting emergency services.

Depending on the location and risk profile, this may include mobile/cellular phones, independently powered telephone services, emergency phones, site security systems or another locally approved solution.

The alternative method should be documented, communicated to employees and periodically reviewed.

Key Points

Emergency services are subject to availability in each country and on the customer's specific Aura Connect service.

A country appearing in the Aura coverage list does not by itself guarantee emergency calling for every service or number type.

Always confirm emergency calling availability with Aura before go-live.

The native local emergency number should always work directly without requiring an outside-line prefix.

Legacy patterns such as 9911 > 911 or 9999 > 999 should only be additional safety measures.

Direct Routing customers should use Microsoft Emergency Dial Masks where appropriate.

Operator Connect customers should confirm custom emergency-number translations with Aura before configuration.

Customers and partners remain responsible for confirming local emergency numbers, legal obligations and regulatory requirements.

Customers should always maintain a means of contacting emergency services that does not rely solely on Microsoft Teams, Aura Connect, internet connectivity or another cloud-based platform.