UK emergency services use various geo-location identifiers to assess the location of callers requiring assistance.

The historical approach was to identify a caller's physical location using information sent from the local exchange.
With the growth of VOIP and cloud-based services (eg CCaaS), this is no longer possible as only users remaining on traditional connectivity can be aided by this data.

The government acknowledges there are three ways for emergency services to identify caller locations to aid speed of emergency response:
Utilise legacy technology for local exchange and caller service address information (low availability, decreasing)
Utilise VOIP provider information carried within the call data that identifies the caller service address information where it is provided (low provision rates - There is no requirement for the VOIP supplier to deliver this information nor to standardise format or inclusion). Therefore, for VOIP calls, the emergency operator will ask the caller for location information
Mobile calls (79% of emergency calls in the UK, vs 15% landline) use Advanced Mapping Location (in concert with Ordnance Survey), which is available with all Android/iOS phones and delivers location accuracy within 30 metres.

Using CCaaS software results in an emergency call's source being misidentified as being the server location, which could be in multiple/varied locations within the UK. If this information is passed to the emergency service operator, they will believe they have a location and will not ask the caller to confirm the location, leading to delays in critical services being delivered as calls are routed to (incorrect) local control rooms. Due to this risk, emergency service dialling from Cirrus Halo is not enabled.
The only reliable way to deliver location information to the emergency services operator is for the person needing the service, or someone at their location, to make emergency calls using a mobile phone.

If your services may require calling the UK emergency services on behalf of a third-party customer/service user/resident, we suggest staff training is provided to ensure such calls are made from a mobile or non-Halo telephone and that the third party's location is proactively shared.