VoIP and 911 Calls

VoIP and 911 Emergency Service Calling

A legitimate concern of many people is how VoIP services interact with standard 911 Emergency services. There are some misconceptions about VoIP services and 911 interaction. It is true that VoIP services don't interact with 911 Emergency services the same way as standard landline telephone services. However, there shouldn't be any concern about being able to reach 911 Emergency services if you're using Vonage phone service (unless there is a power or Internet outage, more about this below). This article will cover the types of 911 Emergency service, how VoIP services and 911 work together. We will use an example of how Vonage phone service interacts with 911.

911 Emergency Service – Two Types: Basic 911 and E911

In the U.S. there are two types of 911 emergency services that are used, 911 and E911. There is no difference in how callers use these two types of service, they're used by dialing 911.

Standard or Basic 911

Standard 911 service uses the physical, dedicated phone wiring to connect a caller dialing 911 to their local 911 operator.

Enhanced 911 or E911

E911 is a new technology that not only connects callers to their local 911 operator, but also reports the callers phone number and physical address to the 911 operator. E911 is short for "Enhanced 911". E911 has several advantages over standard 911 calling, the main benefit is if the caller can not communicate their location either due to the situation, injury, or they're under duress their phone number and location are received by the 911 operator and they can send assistance without waiting for the caller to provide the information. E911 Emergency services are in limited use currently.

The VoIP Service "911 Problem"

The biggest issue with VoIP and 911 is this: VoIP technology does not not make phone calls over traditional phone lines, so tracing a call to a physical location requires more effort and resources than with standard phone service. VoIP phone calls use you IP address to identify you and not a physical location. Your VoIP service provider will need to intervene when contacting emergency services to:

• Identify your location
• Route your call to your local emergency services

VoIP providers have ensured that basic 911 services are always available for users. Enhance 911 services will not be able to automatically obtain the callers physical location and callback number without further improvements and enhancements that can provide address and phone number for E911 services.

How VoIP Service Providers are Solving The 911 Issue

So far, the way in the which VoIP service providers are correcting 911 issues is by intercepting calls made to 911, then pulling the address on file for that particular user (based on IP Address) and routing the call to their local emergency personnel. As long as your current address is up-to-date with your VoIP services provider, then they will be able to obtain your accurate and proper address for contacting your local emergency personnel.

When it comes to E911 VoIP services providers are using the same technology as basic 911 and creating systems that convey the callers address and callback number to the E911 system. Currently, Congress has created mandates that require VoIP services providers do not offer new service in areas that have not implemented the E911 system.

VoIP and 911 Calling Today

911 calling and VoIP is a legitimate concern, but as discussed above, almost all VoIP service users have basic 911 service. VoIP service providers are working to integrate better with the new E911 service, which in itself is fairly new and being rolled out. As previously mentioned, Congress has even gotten involved to ensure that VoIP service subscribers have access to 911 services and integration with the newer E911 service.

VoIP and Power and Internet Outages

As of now, it may be difficult to reach emergency services during a power outage. VoIP phones not only require the phone to have power but you also need your high-speed Internet modem to have power in order to connect for VoIP service. Further, the VoIP users' ISP must also have power during a power outage. Landline based service providers have backup systems that ensure connection even in a power outage. Internet service providers (ISPs) are working on building systems that can support and remain live even during power outages.

The Bottom Line

At the present time, it's good advice to not rely only on VoIP service for contacting emergency personnel. Although current VoIP service does support emergency dialing, it does not yet support E911 services and more than likely won't be available in the event of a power outage. Both VoIP services providers and ISPs are working towards building support for E911 and creating reliable backup systems in the event of power failure.

Vonage and 911

• Vonage Currently Offers Basic 911 or Enhanced 911 to Most of its Customers – Vonage and 911
• 911 Dialing is Included
• 911 Dialing Requires Activation
• 911 Dialing and Vonage Service Do Not Function During a Power or Broadband Outage