Cox E911 User Manual

Cox National E911 Service

Quick Start Guide

This guide instructs you on how to access and use Cox Business National E911 calling features and update
911 dispatchable location addresses.

The following topics are covered:

• How to manage your
primary (fixed) E91

ress

add

• How to manage another
user's primary (fixed) E911
address

• How to manage your
nomadic E911 address

1

• How to manage anoth
u

ser's nomadic E9

ress

add

• How to upload a bulk file
for lines, seats, and trunks

• How to download a bul

911 address information

E
file

er

11

k

• How to build a bulk upload
file using a standard fil

emplate

t

• Common bulk upload file
validation and processing
errors

• E911 calling and
configuration FAQs

Overview

Cox Business provides 911 calling capabilities across voice products that place outbound calls, and which
are consistent with federal, state, and local regulations. Our 911 features help you manage your emergency
location address details, in accordance with RAY BAUM'S Act, Kari’s Law, and other federal and state
regulations. Visit coxbusiness.com to learn more about E911 features.

e: When you purchase Cox Business lines, seats, or trunks, please

Not

review the 911 Practice Statemen

t.

Cox Business Voice Products and 911

Voice service customers have multiple methods to dial 911 and update their physical address. The address
identifies the caller's exact location for emergency responders.

The table b
Business voice product you have, such as IP Centrex, VoiceManager, or PRI and SIP trunking. If you need to
update the E911 address for a device with Unified Communications (UC) Apps or Webex Teams, download
the UC add-on. See the MyAccount User Guide for instructions.

elow outlines tasks related to E911 that you may need to perform based on the type of Cox

e

If you have this
voice product…

IP Centrex
Seats

And this primary
endpoint…

IP Phone Requires
Teleworker add-on

Or the UC Apps or
Webex Teams
endpoint…

Desktop and Tablet UC
Apps or Webex Teams
(requires the UC add-on)

You need to do the
following for National
Numbers…

Update physical address
and location information

If you have this
voice product…

And this primary
endpoint…

Or the UC Apps or
Webex Teams
endpoint…

You need to do the
following for National
Numbers…

VoiceManager
Lines

PRI and SIP
Trunking

Phone numbers attached to Unified Communications (UC) Apps or Webex Teams include a second 911 field
in MyAccount. Here, you can identify the location of your devices such as your laptop, phone, and tablet.

The table below outlines types of updates you can make based on the voice product you use.

If you have
this voice
product…

IP Centrex
Seats

IP Centrex
Seats

Analog handset Desktop and Tablet UC

Apps or Webex Teams
(requires the UC add-on)

911 Updates for trunk BTN
are included. If user needs
DID-level 911 updates, PBX
Handset Requires National
911 for DID feature added

And this type
of endpoint..

Fixed endpoint Yes Update location information

UC App,
Webex Teams,
National
Number or
another
nomadic
endpoint

Then 911
dialing is
included…

Yes Update location information

Not Available Update the physical

And you can use these
options to update your
physical address for 911…

only for IP Handset

only for IP Handset

Update Entire Physical
Location and location
information for National
Number or, UC app or Webex
Teams

Update the physical
address and location
information

address and location
information

So use this portal
to update your
911 address …

MyAccount

MyAccount

VoiceManager
Lines

VoiceManager
Lines

SIP & PRI
Trunks

Fixed endpoint Yes Update Location Information

only for IP Handset

UC App,
Webex Teams,
National
Number or
another
nomadic
endpoint

Fixed endpoint Yes Update Location Information

Yes Update Location Information

only for IP Handset

Update Entire Physical
Location and location
information for National
Number or, UC app or Webex
Teams

only for BTN

MyAccount

MyAccount

MyAccount

If you have
this voice
product…

And this type
of endpoint..

Then 911
dialing is
included…

And you can use these
options to update your
physical address for 911…

So use this portal
to update your
911 address …

IP Centrex
Seats

IP Centrex
Seats

SIP & PRI
Trunks

Fixed endpoint Yes Update location information

only for IP Handset

UC App,
Webex Teams,
National
Number or
another
nomadic
endpoint

National DID or
another
nomadic
endpoint

Yes Update location information

only for IP Handset

Update Entire Physical
Location and location
information for National
Number or, UC app or Webex
Teams

Yes Update Entire Physical

Location and location
information for any DID,
including National DIDs
(National 911 for DIDs). Must
order National 911 for DID
feature.

MyAccount

MyAccount

MyAccount

How to Manage Your E911 Address Features for Lines, Seats, and Trunks for Fixed Endpoints

Use the following steps to view and edit your
E911 address for a fixed endpoint.

1.

Open MyAccount and enter your user ID and

password.

2.

Scroll to the My Services section and click the
Manage E911 Address icon in the Voice Tools
section.

Figure 1. Manage E911 Address

4.

Click the Primary tab and select the Default
Account Address radio button. (Note: You are
allowed to change the Location field only for
a Default address.)

5.

Enter a new Location in the corresponding
field and click Save. (See Figure 4.)
Result: When you update the E911 address
location, you will receive a confirmation ema
(

See Figure 5.)

Figure 4. Change Location

Figure 5. E911 Address Update Notification

il

3.

Click the Manage My E911 Address tile.
Result: The Manage E911 screen appears. (See
Figure 3.)

Figure 2. Manage My E911 Address

Figure 3. Select (Default Account) Address

6.

To manage Current E911 Address, click the
c

orresponding radio button.

Figure 6. Select Current E911 Address

7. Populate the fields as shown in Figure 7. (Note:
Click the question mark icon for assistance

on how to populate a specific field.)

Figure 7. E911 Address Update Notification

Figure 8. Manage Another User's E911 Address

(Fixed)

Figure 9. Manage E911 Address (for Another

User)

8. Click the Continue button.
Result: A second window displays the new

address. (See Figure 4.)

9. Click the Save button. (Important: If the
system cannot find the new address entered,
refine the information to be more specific. If
the refined address can't be located, call Cox
Business Support at
1-866-272-5777.)

How to Manage Another User's E911 Address Features for Lines, Seats, and Trunks for Fixed Endpoints

Use the following steps to view and edit
another user's E911 address for a fixed
endpoint.

1. Open MyAccount and enter your user ID and
password.

2. Scroll to the My Services section and click the
Manage E911 Address icon in the Voice Tools
section.

3. Click the Manage Another User's E911 Address
tile to insert address information for a fixed
endpoint. (See Figure 8.)

4. Locate the person for whom you want to
modify their E911 address and click the Edit
link. (See Figure 9.)

5. Select the type of address you want to modify
(Default or Current E911 Address) and follow
steps 4-9 in the How to Manage Your E911

Address Features for Lines, Seats, and Trunks
for Fixed Endpoints section.

How to Manage Your E911 Address Features for Lines, Seats, and Trunks for Nomadic Endpoints

Use the following steps to view and edit your E911
address for nomadic endpoints (mobile devices).

1. Open MyAccount and enter your user ID and
password.

2. Scroll to the My Services section and click the
Manage E911 Address icon in the Voice Tools
section.

3. Click the Manage My E911 Address tile.

4. Click the Webex app or UC App tab. (Note: A
user can have one nomadic address at a time,
meaning the screen will display the Primary
tab and either the Web app tab or the UC app
tab. The tab you see is based on the app that
was downloaded. In Figure 10, the Webex app
tab displays.)

Figure 10. Manage E911 Address for Nomadic

Endpoint

5. Click the Add Address button.
Result: The Manage E911 Address window

appears. (See Figure 11.)

Figure 11. Add New Nomadic Address

6. Populate the fields and click the Continue
button. (Note: Click the question mark icon

for assistance on how to populate a
specific field.)
Result: A second window displays the new
address. (See Figure 4.)

7. Click the Save button. (Important: If the system
cannot find the new address entered, refine
the information to be more specific. If the
refined address can't be located, call Cox
Business Support at
1-866-272-5777.)