Tag Archives: e911 voip services

How VoIP IP-PBX Systems Use 911 Service


V1 VoIP knows its imperative that our resellers have the most up to date information for emergency services. Here, V1 discusses how IP-PBX phone systems use 911 in the case of emergency.

Unlike phones using traditional telephone service or PSTN, VoIP phones and soft phones can work from anywhere with connectivity to the Internet or the company network. As a result, the traditional association of a phone number to a single physical location in a regional ALI database may be problematic. This is why it is VERY IMPORTANT that V1 VoIP resellers offers customers proper Enhanced 911 (E911) service.

E911 is crucial in circumstances where the caller cannot communicate his or her whereabouts, as it ensures the operator is still able to send emergency response services to the correct location. E911 also involves Selective Routing, whereby the 911 call is routed to the appropriate PSAP (Public Safety Answering Point) based on the caller’s physical location.

Here is an example: a VoIP phone could move from Florida to New York and still keep its Florida telephone number. This poses a problem for call routing as, based on the caller’s telephone number, the 911 call will go to the Florida PSAP rather than to the PSAP closest to the caller’s actual location in New York. It also means that the location associated with the VoIP number in the ALI database may not reflect the phone’s current whereabouts.

Enterprises with centralized IP phone systems may also experience problems with 911. When a branch office connects to an IP-PBX located at the main office, 911 calls will be transmitted to the PSAP serving the main office instead of going to the PSAP serving the branch office.

In addition, because IP phones can move around easily on the company network while keeping the same phone number or extension, keeping track of each phone’s correct, up-to-date location information becomes extremely difficult. Advanced mobility features such as Shared Line Appearance and Extension Mobility only add to the difficulty in pinpointing a caller’s whereabouts.

E911 service automatically displays the telephone number and physical location of the 911 caller on the emergency operator’s screen. This is unlike Basic 911 service, where the distressed caller has to tell the operator where he or she is calling from.

For more information about E911 service, please contact a V1 VoIP team member to answer all your 911 and emergency call related questions.

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V1 VoIP Advice for Resellers e911 Customer Service

V1 VoIP gives advice to resellers on how customers should proceed with 911 emergency services

One of the most important service V1 VoIP provides to our reseller end users is proper emergency phone call information. In order for VoIP service users to make efficient 911 calls, certain steps need to be taken to ensure proper interconnection to emergency service members. The following are V1 VoIP’s advisories to resellers and providers to give customers proper e911 service:

1. Make sure to provide your accurate physical street address to your interconnected VoIP service provider to ensure that emergency services can quickly be dispatched to your location.

2. Be familiar with procedures for updating your address, and promptly update address information in the event of a change. If you move to another address, make sure your customers alert you so you may update that information.

3. Have a clear understanding of any limitations of your 911 service.

4. Do your customers have kids at their residence? Inform them and your babysitters and visitors about your VoIP service and its 911 limitations.

5. If your power is out or your Internet connection is down, be aware that your VoIP service may not work. Consider installing a backup power supply, maintaining a traditional phone line or having a cellular phone as a backup. Make sure that the backup phone number is properly inputted for call forwarding.

6. If you customers have questions about whether the phone service they are receiving is an interconnected VoIP service, make sure you answer their questions honestly..

For answers to your questions about VoIP in emergency situations and e911 services and limitations, please contact a member of the V1 VoIP team.

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