Heart Attack? Please Press One.

One of the first things we teach our children is how to summon help in an emergency by dialing 911. This ubiquitous service has increased the efficiency and effectiveness of fire, police, and emergency transport organizations and saved countless lives. 911 capabilities are dependent on the mature technologies of the public telephone network and therefore the newer communications technologies, such as VoIP or digital telephony, my not integrate fully with 911 services. This may result in reduced 911 capabilities with the newer services or, in some cases no 911 capabilities.

When you dial 911 from a traditional wire line phone your address information is automatically displayed to an emergency services dispatcher for your area. This dispatcher has access to multiple systems and recording devices to summon aid and track response to your emergency. VoIP or digital telephone service has three levels of linkage to 911 service or emergency response service, all of which have less capability than traditional 911 services.

The highest level of 911 capabilities for VoIP service is called E-911 (Enhanced 911) and it is has most of the capabilities of traditional 911 services. With E911 your VoIP provider will activate the capability when you sign up for their service (you should verify this with your service provider). You’ll need to re-register your address information if you move or if you plan to consistently use your IP phone from a location other than the one with which you signed up. Your 911 calls will go to the normal 911 dispatchers and your address information will automatically display for them.

The second type of 911 services for VoIP is called Alternate 911 and it is a less robust service than E911. You must activate this service and register your address when you sign up with your VoIP provider. Your 911 calls may not go to the normal 911 dispatcher but rather to an “administrative number.” This number may not be manned outside of normal business hours and may not have direct access to the same systems as a normal 911 dispatcher. As with E911 services, you will need to re-register if you move. This service does not provide your address to the dispatcher so you will need to provide this information when you call in an emergency situation – this requirement makes the service less suitable for households with children.

Finally, some of the least expensive VoIP carriers have no 911 capabilities at all. They make a statement, usually in the Frequently Asked Questions section of their Web site, such as “We do not currently support 911 emergency services. This is why it is important for customers to maintain at least one standard local line for emergency services.” Having to maintain a standard local line offsets most, if not all of the savings associated with VoIP and doing without 911 only works for those between eighteen and twenty-one who believe they are immortal.

Power failures and broadband outages interrupt all types of 911 services for VoIP. It is a good idea to discuss a “Plan B” with your family for emergencies when VoIP services aren’t working. Going to a neighbor’s house or using a cell phone to report an emergency may be viable alternatives for you.

The FCC, responding to a barrage of complaints, has stepped in to regulate how VoIP providers make 911 services available. They issued a ruling on May 19 th, 2005 that requires all VoIP carriers to move to E 911 service (the highest level of capability) by the end of 2006. Additionally, the carriers must do the initial E991 activation themselves and not depend on the customers to register themselves and the VoIP carriers will be required to provide detailed information about the functions and limitations of their 911 services.

What should you do between now and year-end 2006? First, determine what level of 911 services your VoIP provider has so you can plan appropriately. Make sure you are registered properly if that is required. If you have very young children or a chronically ill family member, you may want to stick to traditional wire line service. Finally, consider an uninterruptible power supply (UPS) for your cable modem and ancillary telephone equipment to assure that you have dial tone when the lights go out.

David Hughart
VoIP Article #1 (Residential / SOHO 911)
June 19, 2005

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