AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

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Office@Hand: E-911 Emergency Address
Article #3639

What is the importance of E911 and how do I update it?

E911 Registered Location

Enter the physical location where you will be using this phone. Emergency responders will be sent to this address when you dial local emergency services (e.g., 911, 112, 999, etc.).
IMPORTANT: Be sure to update this address every time you move your phone to a different location to make sure you can be found during an emergency.

Updating my E911 Address

911 service for RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE operates differently than traditional 911 service. We are required by the FCC to advise you of the circumstances under which 911 may not be available or may be in some way limited by comparison to traditional 911 service. Such circumstances include:

(1) Internet Connection Failure. If the connection to the wired broadband Internet over which your RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE is provided is interrupted, you will not have access to RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE during that interruption and therefore will not have access to 911 service during that interruption.

(2) Number Flexibility & Service Portability. Traditional 911 service automatically sends your 911 call to the appropriate local emergency responder, or Public Safety Answering Point (“PSAP”), based on your wireline telephone number. Enhanced 911 service (also known as E911) automatically sends your 911 call to the appropriate PSAP along with your registered address and telephone number. Because RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE permits you to obtain a telephone number that does not correspond to your geographic location (for example, you may obtain a RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE phone number with a California area code even if you do not have a California address) and allows you to use RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE anywhere you have wired broadband Internet, 911 service for RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE functions differently than traditional 911 and E911 service in certain respects.

Because your address does not necessarily correspond with your telephone number, you must provide RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE with the street address(es) where you will be using RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE (“Registered Location(s)”) when you sign up for service.
If you relocate any equipment (PC with softphone, IP phone, or ATA with traditional phone) that you use to access the RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE, you must update your Registered Location(s). If you do not update your Registered Location(s), any 911 calls you make using RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE will be routed based on your previously provided Registered Location and therefore may not be routed to the appropriate PSAP for your new location.

In addition, because RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE will, where possible, automatically transmit your Registered Location to the PSAP, you must update your Registered Location to ensure that RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE transmits accurate location information to the PSAP.
Once you notify us of a change in your Registered Location, there may be a delay in making the new Registered Location available to properly route 911 calls and advise PSAPs of your new Registered Location.

In some parts of the country where direct routing to PSAPs is not available for 911 service for RINGCENTRAL OFFICE@HAND FROM AT&T , RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE will route your call to the National Emergency Call Center where trained agents will ask for the name, location, and telephone number of the person calling 911 and will contact the appropriate PSAP to send help. The call center will not automatically receive your address and telephone number. In these situations, public safety response times may be delayed. As a result, there may be an additional delay before emergency services arrive.

(3) Loss of Electrical Power. Unless you have a backup system to power your wired broadband Internet connection and any equipment (PC with softphone, IP phone, ATA with traditional phone) that you use to access your RINGCENTRAL OFFICE@HAND FROM AT&T SERVICE, you will not have phone service or 911 service during any power outage.

Updating your E911 Address

The AT&T Office@Hand DigitalLine service allows users with Office@Hand Desktop App, IP phones, or ATA’s to call 911 to reach emergency services. If you move the physical location of your Office@Hand device (Desktop App, ATA, or IP phone), follow these instructions to change your 911 address:

Note: You need to be an account administrator to perform the following procedure.

  1. Logging in to your Office@Hand account.
  2. Click Settings.

    Click Settings.

    Note: If you are logged in as an Administrator, you will need to go to My Extension in order to view the Settings tab.

    If you are logged in as an Administrator, you will need to go to My Extension in order to view the Settings tab.

  3. Click Phones & Numbers.

    Click Phones & Numbers.

  4. Click the Phones tab.

    Click the Phones tab.

  5. Click Edit on the device that you want to update.

    Click Edit on the device that you want to update.

  6. Click the Edit button under Emergency Address.

    Click the Edit button under Emergency Address.

  7. Enter your Name and physical address. This address will be used in the event of a emergency call. Be sure to update this address anytime you change the location where you use this AT&T Office@Hand phone.

    You can also provide more detailed location information you can enter additional information like Suite Number, Apartment Number, Floor Number, Building Name or Number on the Additional address (optional) field. Read and accept the terms of service.

    Emergency Address form

  8. Click Save.

    Click Save

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