911 Information for Resellers
Limitations of Emergency Services over VoIP
Emergency Calling Service/911 might not be available from a device under certain circumstances, including but not limited to:
- During an electrical power outage
- During a broadband service outage
- Relocation of your phone from the registered address
A customer must notify their end users about the 911 limitations of the emergency services over VoIP. Warning labels regarding the limitations or unavailability of 911 services should be on or near each VoIP device.
Registered 911 Address
When using Voice over Internet Protocol (VoIP) services, such as Primevox, the customer's service address provided during their account set up should be assigned as their emergency services address ("Registered Address"), unless otherwise specified.
In the event the customer dials 911, this address is sent to the 911 dispatcher they speak with. Since only a single address can be attached to a phone number, they must notify emergency services if the address they are calling from is different than their Registered Address.
Requesting e911 be Enabled on a Phone Number
Emergency Calling Service/911 can be enabled on any phone number, regardless if it has been ported to Primevox or not. This is because calls to 911 are outbound only. A customer will never receive a return call from "911", but rather the local number of the police department they were connected to.
To start your request, please email support@primevox.net with the subject "e911 Request" and the following information:
1. PBX ID and Tenant2. Name of Business (or customer's name if a residential account)3. Service address where emergency services should be sent4. The phone number you would like Emergency Calling Service/911 enabled on
Verifying a Registered 911 Address
To check that emergency services are enabled and confirm the Registered Address, the customer may dial *933 from any device registered to a PBX.
If the Registered Address does not match the customer's current service address or if the customer plans on permanently relocating their device(s) to a different service address, please notify Primevox of this change as soon as possible, so we can update the customer's Registered Address.
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