Differences Between Traditional 9-1-1 Emergency Service & VoIP 9-1-1 Service

Here’s what you need to keep in mind:

 

  • With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response center.

 

  • With VoIP service for business, your 9-1-1 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre.

 

  • This third-party service provider is different from the Public Safety Answering Point (PSAP) that would answer a traditional 9-1-1 call, which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call center.

Remember to provide your location

Because you can move your VoIP phone between locations and because, for technical reasons, the emergency operator may not have your name, location or contact information available,, you must immediately inform the emergency operator of your location and contact particulars any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location. You should provide the emergency operator with;

  • Your name
  • Your location
  • Your contact informatio

Be prepared during any service interruption

VoIP Service depends not only on your continued subscription (and payment) for the service, but also on Internet connectivity and power to function. In the event of power, network, or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your 9-1-1 service.

We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services during any service interruption.

Do your best to speak clearly when talking with 9-1-1 operators.

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Keeping ahead of COVID-19

Given the situation with COVID-19, all Portal employees are working remotely - our level of service will continue to stay the same as despite these limitations. To avoid our employees’ face-to-face interaction with customers and the general public, and to limit exposure to the virus, we will not travel on-site (e.g., to conduct a training) until April 30th, and extra precautions will be taken when conducting emergency repair site visits and installations necessary for continued business.