Zoom Phone: E911 & Privacy FAQ

1. Privacy & Tracking: Is the University tracking me?

No, Zoom Phone doesn't track your movements. It stores a registered emergency address, similar to having a work location on file. That address tells 911 dispatchers where to send help if you call from that device. This is fundamentally different from systems that log where you go throughout the day. Zoom Phone records where you say you are, not a trail of everywhere you've been. The system is designed for life safety, not for general tracking or monitoring.

The University's Access to Accounts and Information Policy, as well as its Location Data Privacy Statement, govern how location data across all University systems is collected and used.

 Zoom Phone 911 Customer Notification | Zoom Nomadic emergency services process

2. Why are Location Services required?

Federal regulations require all modern phone systems to provide a "dispatchable location" to emergency responders. (src: https://www.911.gov/issues/legislation-and-policy/kari-s-law-and-ray-baum-s-act/)

• Kari’s Law: Requires that anyone can dial 911 directly without a prefix (like dialing "9" first) and that internal safety teams (like Campus Police) are notified immediately.

• RAY BAUM’S Act: Requires that 911 calls include a granular location, such as your specific building, floor, and room number, to ensure help reaches you as fast as possible.

3. How does Zoom determine my location?

Zoom Phone is "nomadic," meaning it follows you wherever you work. It uses a priority-based system to find you:  Zoom Nomadic emergency services process

1. On-Campus (Network Data): Zoom recognizes the university’s Wi-Fi Access Points (BSSID) or the specific wired network port you are plugged into.

2. Off-Campus (GPS/User Input): If you are working remotely, Zoom uses your device's GPS or prompts you to enter a "Personal Emergency Address" (ie: your home office).

4. What about the Zoom app on my smartphone?

When you dial 911 from the Zoom app on a mobile phone, the app hands the call over to your native cellular carrier (e.g., Verizon, AT&T).

• The carrier handles the location tracking using cell towers, not the Zoom app.

• No special Zoom E911 settings are required for mobile devices.

5. How do I enable Location Services?

To ensure your safety, please follow these steps on your computer:

Windows Users

1. Open Settings from the Start menu
2. Select Privacy & security
3. Select Location - Verify Windows has location enabled
4. including Allow apps to access your location and Allow desktop apps to access your location.

• No admin rights required — standard users can enable this setting themselves

macOS Users

1. Open macOS System Settings → Privacy & Security → Location Services.

2. Toggle 'Zoom' to On.

3. Note: Apple may require local administrator privileges to enable this setting. If you do not have admin rights, please contact the IT Help Desk for assistance.

6. How can I verify my location is correct?

You can dial 933 at any time from your Zoom desktop app or desk phone.

• This is a safe, automated test call that will NOT contact emergency services.

• An automated voice will read back your detected address and phone number so you can confirm it is accurate.

• To update your personal location information, please see Zoom Support for Managing emergency location and addresses

7. What if Zoom notifies me that "No Emergency Location Detected"

If you see this following message in your Zoom Phone application, please confirm or update your location as shown below

The Quick Fix from Zoom Desktop App

If Zoom detects an "Unknown Location," a red exclamation mark or location icon will appear in the top-right corner of the app.

• Action: Click that icon and select Update or Add Emergency Address 
• Selection:  Choose an existing Company Address from a dropdown or enter a Personal Address (like a home office) 

The Permanent Fix from Zoom Web Portal

• To pre-set your addresses or fix a persistent error:

• Log in to the Zoom web portal.

• Navigate to Phone on the left, then click the Settings tab

• Scroll to Emergency Address (or Personal Emergency Addresses) and click Manage 

  • To use a Company Address: Select "Choose a company address" and pick the correct campus building/floor from the list.

  • To use a Personal Address: Click Add, enter the street address, and save it.

 How to Confirm the Change

• Once you have updated the address, dial 933 from their Zoom app.

• This is a safe test call that will read back the address currently assigned to them. If the voice reads back the correct building or home address,  you are all set.

• Note for Mac Users: You must have Location Permissions toggled "On" in their Zoom Phone settings for this detection to work automatically

 

For further questions, please contact the Moravian IT Help Desk. 610-861-1500 | help@moravian.edu