Overview
Some Twilio users may encounter a restriction message in the Console stating:
“Does not support emergency calls” even after assigning a registered emergency address and seeing an “Active” emergency status for their phone numbers. This article explains why this message appears, how emergency calling works for different Twilio products, and what steps to take to ensure E911 capability.
Product
Programmable Voice
Environment
Twilio Console
What You Need to Know
Who Is Affected?
- Twilio customers using local US phone numbers
- Numbers with an emergency address assigned and “Active” emergency status
- Users seeing the restriction message in the Console’s Sender Restrictions panel
Why Does This Message Appear?
The “Does not support emergency calls” restriction is specific to Programmable Voice and SIP Interface use cases.
For customers using Elastic SIP Trunking, E911 capability is determined by:
- The emergency address registration status
- Backend carrier support for each phone number
Key Point:
If your 911 calls are routed via Elastic SIP Trunking, the restriction flag in the Console does not impact your ability to reach emergency services.
How to Ensure E911 Capability
-
Assign a Registered Emergency Address:
- Make sure your Twilio number has a valid, registered emergency address.
- Emergency address status should be “registered” and emergency status “Active.”
-
Check Your Use Case:
- For Programmable Voice/SIP Interface: The restriction message may indicate the number is not eligible for emergency calls.
- For Elastic SIP Trunking: As long as the emergency address is registered and supported by the carrier, E911 calls should work.
-
Verify with Twilio Support:
- If you see the restriction message but believe your setup is correct, confirm your use case and emergency address status.
- Provide screenshots and details to Twilio Support for further investigation.
Frequently Asked Questions
Why does my number show “Active” emergency status but still display the restriction?
The restriction message is a Console indicator for Programmable Voice/SIP Interface. For Elastic SIP Trunking, it does not affect E911 capability if the emergency address is registered.
What should I do if I cannot place 911 calls?
Confirm your use case, ensure the emergency address is registered, and contact Twilio Support with details and error messages.
Does this affect newly purchased or ported numbers?
The restriction may appear for new or ported numbers until the emergency address is fully registered and backend carrier support is confirmed.
Conclusion
The “Does not support emergency calls” message is primarily a Console indicator for certain use cases. For Elastic SIP Trunking, as long as your emergency address is registered and supported, E911 calls should function. If you experience issues, verify your configuration and reach out to Twilio Support for assistance.
Below you will find references to useful documents: