NovaVision - VoIp 9-1-1 Services

Subject: Important information regarding 9-1-1 service

To all our clients,

This is to make sure you understand the major operating differences between the VoIP 9-1-1 and standard 9-1-1 services. Here is what you need to know:

Call routing differences –

1 – With traditional telephone services using conventional equipment, your 9-1-1 call is routed directly to the nearest emergency call centre.

2 – The same procedure applies when you use a VoIP phone connected to your PBX (telephone system) using conventional lines.

3 - With VoIP lines, your 9-1-1 call is transferred to a third-party service provider that automatically or manually routes the call to the nearest emergency call centre, after having confirmed your location.

Remember to check your location’s address –

1 – Standard telephone services with conventional equipment: Always make sure NovaVision has your latest contact information, because if you are unable to talk during the 9-1-1 call, the telephone operator would be able to assume you are calling from the most recent address on file.

2 - VoIP phone connected to your PBX (telephone system) using conventional lines: Since you can move around with your VoIP phone, the emergency call centre operator might not have your name, address or contact information, due to technical constraints, or perhaps the information on file won’t match your current location. As a result, when using the 9-1-1 service with a VoIP phone, immediately mention your location’s address and contact information to the emergency call centre operator. Do not risk dispatching the police or ambulance to the wrong address.

3 - VoIP lines: For the same reasons applying to Point 2 – VoIP phone… immediately mention your location’s address and contact information. Technically, the operator taking your call should ask you for it.

Be prepared in case service is interrupted –

The VoIP telephone service is not strictly dependent on maintaining your subscription (and paying your bills), but also on your internet connection and electricity supply. In case of power outages, network failures or internet downtimes (including network gridlocks), or if the service is disrupted due to overdue payments, you might be unable to access or have difficulty reaching the 9-1-1 service. We recommend having a spare telephone service (e.g. cell phone) handy to increase the reliability of your emergency service access should any of the above service interruptions occur.

Never hang up –

Do not end your 9-1-1 call unless instructed by the emergency call centre dispatcher. Should you be inadvertently disconnected, call back immediately.

Inform fellow users –

Inform your co-workers who use the VoIP service and any other eventual users about the nature and limitations of 9-1-1 emergency calling.

Limitations of liability –

Please read these carefully, as the NovaVision terms of service limit the company’s liability to you and release it of any responsibility regarding the 9-1-1 service.

If you have any questions, please contact us.

Download this document : 9-1-1 VoIP Information