The Brief: Webex Calling Multi-Tenant now supports Intrado Emergency Routing Service (ERS), giving enterprise customers an integrated option for emergency call routing and dispatchable location delivery. It is available through the Cisco SolutionsPlus Program.
The service connects Intrado’s emergency communications capabilities with Webex Calling for cloud calling environments. Intrado brings 45 years of emergency communications experience and connectivity to more than 6,000 Public Safety Answering Points (PSAPs) across the United States.
ERS also supports crisis email notifications and internal security participation through one-way monitoring or two-way communication. A U.S.-based Emergency Call Relay Center can assist when calls cannot reach a PSAP directly. The offering supports E911 requirements, including Kari’s Law and RAY BAUM’s Act.
Analyst Perspective: This update adds dedicated emergency calling capabilities to Webex Calling for enterprises moving their phone systems to the cloud. Intrado brings its emergency routing services into Webex Calling, helping organizations manage emergency calls across offices, remote locations, and other workplaces.
From a product perspective, the integration connects everyday business calling with an important safety requirement. Emergency calls depend on accurate location information, reliable routing, and coordination with the right people during an incident. By bringing these capabilities into Webex Calling, organizations can manage emergency communications as part of their existing calling environment instead of relying on separate processes.
The availability through Cisco SolutionsPlus also gives customers a direct way to access the service. For organizations already using Cisco calling products or Intrado for emergency services, this can make it easier to maintain similar emergency calling processes as they move between on-premises and cloud systems.
Consequently, the update is especially relevant to IT and safety teams responsible for keeping calling and emergency procedures consistent across multiple locations.
Webex Calling Multi-Tenant now includes Intrado ERS as an emergency routing option through Cisco SolutionsPlus. The service automates emergency call handoff and dynamic location delivery, reducing the need for manual intervention during a 9-1-1 event. Location information can accompany the emergency call so the appropriate PSAP receives details needed for dispatch.
Intrado’s emergency communications network provides connectivity with more than 6,000 PSAPs in the United States. The company also reports that nine out of ten U.S. emergency calls route through its network, giving the service a substantial role in emergency communications infrastructure.
For Webex Calling customers, the integration brings emergency routing and location delivery into a cloud calling deployment without requiring a separate third-party chain between the customer and Intrado.
Intrado ERS adds internal response capabilities alongside emergency call routing. Designated teams can receive crisis email alerts when an emergency call occurs, while internal security personnel can join through one-way monitoring or two-way communication. These functions allow organizations to involve on-site personnel while an emergency response is underway.
The service also includes a U.S.-based Emergency Call Relay Center staffed by APCO-certified personnel. When a call cannot connect directly to a PSAP, the relay function can provide additional assistance. Emergency call data remains within U.S. jurisdiction through this service.
These capabilities extend E911 from a basic outbound call into a coordinated workflow. For enterprises managing multiple facilities, the combination can give safety and IT teams mechanisms for responding to calls across locations.
Intrado ERS also provides continuity for organizations operating both Cisco UCM and Webex Calling. Enterprises that already use Intrado for on-premises emergency calling can maintain the same provider as users and sites move to cloud calling. This creates a common emergency foundation across different telephony environments.
The continuity can be relevant for phased migrations, where offices, departments, or regions may move to Webex Calling at different times. Maintaining the same emergency-service provider can reduce the number of service relationships involved in planning.
The offering fits organizations that are not moving to cloud calling in one step. It supports transitions where legacy and cloud deployments coexist while emergency routing, location management, and response procedures continue under a consistent service framework.
Intrado ERS for Webex Calling supports Cisco’s broader effort to make cloud calling work for enterprises with regulatory and emergency calling requirements.
Webex Calling provides the communications platform, while Intrado contributes specialized emergency routing, location, and public-safety connectivity. The combination is most relevant to enterprises with multiple sites, mobile or hybrid employees, and users working across locations, with emergency procedures across cloud and on-premises telephony.
Organizations can address location-management requirements through regular validation and clear ownership between IT, facilities, security, Cisco, and Intrado. Migration programs will also need emergency-call testing before users move between environments.
Keeping emergency calling reliable requires regular attention, especially as employees move between offices, work remotely, or change locations.
For this reason, organizations need to keep location information accurate, clearly assign responsibilities, and test their emergency calling procedures on a regular basis. These steps can help ensure that calls reach the right emergency services and that internal teams know how to respond when an incident occurs.
Future adoption will depend on deployment simplicity, location accuracy, service reliability, and integration with established safety programs. Organizations can incorporate these capabilities into migration planning and emergency procedures.
Take your outreach further with modern storytelling that builds credibility and sparks action. Connect with us at the Collab Collective now to discover how our tailored video and content services can elevate your brand presence.