Business Support

Assigning SIP trunk phone numbers and managing 911 information

You need to keep the physical address associated with your SIP trunk phone number current for emergency services. That way, if 911 is called from the phone, first responders will know what address to go to. In addition to the address, the first name, last name, and email address must also be assigned to the user. This is known as a primary place of use (PPU).

To assign a SIP trunk phone number to a user:

  1. Click the Products & Services tile, then click the Inventory subtile.

    Control Center displays a list of all services assigned to the accounts under your enterprise ID. If you have more than ten services, you can view the rest of your services by clicking one of the green linked Show numbers at the top of the list or you can click the green down arrow at the bottom of the list to add ten services at a time to the view.
  1. Search for the service with the phone number you want to assign in one of these ways:

    • Sort your services using the Sort by… list (e.g., Service Type). You can toggle between descending and ascending order using the arrow to the right of the Sort by… list.

    • Filter your services by selecting an option from the View All (Default) list.

    • Search for the service (by service type, account, etc.) using the Search by… field and search box. (To search using multiple search criteria, click Advanced Search, then fill in your search criteria and click Apply Search Filters. When you're done, click Close Advanced Search.)

  2. When you find the service, click the green arrow on the right of the line for the service, then click the Telephone Number Management section.

  3. Select the checkbox next to the phone number you want to assign.
  1. From the Select Action list, select Edit Trunk numbers individually, then click Go. (If you need to change a large block of trunk numbers, you can do a bulk trunk number upload.)
  1. For each phone number, fill in the last name, first name, and email address for the person who will be using the number. (If you selected more than one, use the down (and up) arrow to move between phone numbers.)
  1. Click Update

Your changes are effective immediately.

After you assign a phone number to a user, that person is responsible for keeping the PPU location information current and can do so in Control Center.

Create a Control Center account to manage PPU location information

  1. Go to the Control Center login page.

  2. In the Username field, type your phone number.

  3. In the Password field, type the temporary password your organization's SIP trunk administrator sent you. (Control Center sends your administrator a temporary password when you are assigned a phone number. If you don't know your administrator, contact us.)

  4. Review the user agreement, then click Accept.

  5. Create a secret question and answer, then click Next.

  6. Create a permanent password, then click Save.

Confirm your 911 location(s)

After you finish creating a Control Center account, the My 911 Locations screen appears and shows the location for your phone that was assigned when your number was set up.
 

  1. You can then do one of the following:

    • To accept the location shown on the screen, click Save.

    • To change your phone's location now, click Change Current Location, make your changes, then click Save.

    • To schedule a location change (e.g., if you know you are moving offices or taking your phone home), click Schedule Future Change, make your changes, then click Save.

    • To store more than one location (e.g., if you will be moving your phone frequently), click Manage My Locations, make your changes, then click Save.

If you changed the location or added locations, you'll receive an email confirming your changes. (If you don't receive an email, check your profile to make sure your email address is correct, contact your system administrator or contact us.

Did you know?
 

  • Emergency services will only be routed to the address listed on the My 911 Locations screen.

  • Users who want to move their service to a different location must get CenturyLink approval—either by submitting a request via the My 911 Locations screen or by contacting us.

    • Not all address changes can be approved because 911 services are not provided everywhere.

  • Requests to modify a 911 address are typically processed within 15 minutes of submission.

  • In most cases, users are notified by email whether their request has been accepted (or rejected).

  • Any 911 calls made prior to a confirmed change of address will route emergency services to the current address, not the proposed address.

  • Requests for permanent location moves must go through your CenturyLink representative and can take more than 30 days to finalize.