Last Updated: December 18, 2017
1. 911 INTRODUCTION
101VOICE 911 Service enables Customers to communicate with emergency services by dialing 911. However, 101VOICE 911 Service is different in important ways from traditional landline 911 and cellular/wireless E911. The differences are detailed in this 911 Policy and Customer agrees to notify any and all potential users of the Services, who may place 911 calls using Customer’s Services of the limitations. 101VOICE 911 Service is a mandatory component of all 101VOICE Voice over Internet Protocol (“VoIP”) service (“Service”) per FCC regulation https://www.fcc.gov/consumers/guides/voip-and-911-service
2. Description of Emergency Dialing Capabilities and Limitations
When Customer dials 911, the call is typically routed from 101VOICE’s network to the Public Safety Answering Point (“PSAP”) or local emergency service personnel designated for the physical address Customer provided to 101VOICE (as may be updated by Customer). In most cases, the dispatcher at the PSAP will also receive Customer’s telephone number and address. See Section 6 for exceptions. Customer is advised to thoroughly read and understand this 911 policy.
- 2.1Text-To-911. The Services are not set up to function with text messages to 911.
- 2.2Local PBX. Calls made from a non-premise phone system (PBX) using SIP trunking access may not be able to provide location and number information to 911 call center.
- 2.3Mobile Applications. Calls to 911 placed from the 101VOICE application or 3rd party applications on a smart phone, tablet, or other mobile device are not supported.
- 2.4Configuration Changes. Changes to location caller ID and/or other settings in the system may prevent 911 call routing and completion.
- 2.5Non-Voice Systems.Security systems, medical monitoring equipment, TTY equipment, application-dialing services such as APIs or plugins, and entertainment equipment and systems are not supported.
3. Registered Location
- 3.1Registered Location Required: All Customers are required to register the physical location of their Service when placing a Sales or Service Order with 101VOICE. Customer agrees to ensure that the physical location of its Service is correctly registered, and to immediately update such location whenever the physical location of the Service changes. Customer acknowledges and understands that any location information passed to emergency personnel by 101VOICE will be based upon the physical location information provided by the Customer. For 911 location changes and updates, Customer is to send an email to email@example.com and show in the subject line, “911 address change” with the new location information. A 911 location update may take up to 48 hours to propagate through the system before it is effective.
- 3.2Use of Service Outside the United States. Customer acknowledges that any caller using the Service from any location outside the United States will connect the caller to a USA emergency call center with limited functionality for the location outside the USA.
- 3.3Failure to Designate and Identify the Correct Physical Address: Customer’s failure to provide and keep current Customer’s correct physical location(s) will result in any 911 call or other emergency communication made by Customer or from Customer’s location (if different from the location previously supplied to 101VOICE by Customer) being routed to the incorrect local emergency service provider. Customer’s physical location(s) may NOT be a post office box, mail drop or similar address. Neither 101VOICE nor Customer shall assume under any circumstances that Customer’s physical office location for 911 calling purposes is the same as Customer’s billing address for receipt of invoices.
- 3.4In the event a return call is required to be made from the 911 emergency service operator, Customer acknowledges 101VOICE is not responsible if the return call is not completed or is routed to the wrong point due to system or telephone settings such as Do Not Disturb, Automated Attendants, IVR systems, Voice Mail systems, call routing, Hunt group settings, answering services, and any other system or routing established by Customer or 101VOICE, or for any other reason.
4. Service Outage or Delay
- 4.1Power Failure or Disruption of Internet service: Customer acknowledges emergency dialing will not function in the event of a power failure or overload disruption of service. If there is an interruption in the power supply of Internet service, or other failure of Internet service, the Service and 911 emergency dialing may not function until connectivity is restored. A power disruption may require Customer to reset or reconfigure equipment prior to using the Service or being able to make emergency 911 calls.
- 4.2Service Suspension or Termination by 101VOICE: A Service outage or suspension (including, without limitation, suspension of Service due to billing issues or delinquent or unpaid invoices) or termination of Service by 101VOICE will prevent operation of all Service, including the ability to make emergency 911 calls.
- 4.3Equipment failure and misconfiguration: Service may not function if the operation of the equipment on your premises fails or is disrupted, or if other equipment including software, network, and network components fail or is disrupted in our locations (offices, data centers) for any reason including but not limited to hardware or software failures or misconfiguration, either by 101VOICE, the customer and/or any of our vendors. 101VOICE does not and cannot guarantee that the service will be continuous or error-free. You acknowledge and understand that a failure of equipment can occur and it is Customer’s sole responsibility to retain alternative means of communication for emergencies.
- 4.4911 Service verification: It is Customer responsibility to test and validate registered location and telephone number information for 911 by calling 933 on all phones and notify 101VOICE if any change as described in section 3 above. If 911 calls are made from an unregistered telephone number and/or from a location where caller ID has not been activated correctly, emergency calls may not be routed or handled properly and will be identified as a Rogue 911. Any Rogue 911 call may be sent to a specialized call center and subject to a service charge of up to $300.
5. Number Identification
Due to limitations at PSAPs, it may not be possible for the PSAP and the local emergency personnel to identify Customer’s telephone number when Customer dials 911 via 101VOICE Service. PSAP and emergency personnel may be unable to identify Customer’s telephone number in order to call Customer back in the event that an emergency call is unable to be completed, is dropped or disconnected, or if a caller is unable to speak to provide the telephone number from which the call is made, and/or if the Service is not operational for any reason including, without limitation, the reasons and situations listed elsewhere in this 911Policy and/or the Terms and Conditions of Service.
6. Location Information
Due to limitations at PSAPs, it may not be possible to transmit identification of the Customer physical location address to the PSAP and local emergency personnel for Customer’s area when Customer or any caller at Customer’s premises dials 911. When answered a caller must state the nature of the emergency promptly and clearly, including the caller’s specific physical location, and provide a working call back number, as PSAP and emergency personnel may not have this information. PSAP and emergency personnel may not be able to find a caller’s location if the call is unable to be completed, is dropped, disconnected, or if the caller is unable to speak to provide the location from which the call is made and/or if the Service is not operational for any reason including, without limitation, those reasons and situations listed elsewhere in this 911 Policy and the Terms and Conditions of Service. In situations where a 911 call cannot be routed to the local PSAP, the 911 call may be routed to a National Emergency Call Center (NECC). This can happen for a number of reasons including if there is a problem validating a registered address for the caller, as described above in Section 3. An NECC operator will ask for name, location, and telephone number that can be reached for a call back from emergency responders in the caller’s area, or in case the call is dropped or disconnected.
7. Warning Labels
Per FCC regulations, Customer must affix provided warning labels on or near the equipment used for VoIP service. 101VOICE will provide warning labels regarding the limitations or unavailability of 911 emergency dialing (the “911 sticker”). If Customer requires additional 911 stickers, please contact 101VOICE customer service department.
8. Limitation of Liability and Indemnification
Customer acknowledges and agrees that 101VOICE disclaims any and all liability for any service outage or inability to complete emergency 911 calls from any customer line or customer premises or to access emergency service personnel. 911 alert notification delivered via email, SMS, audible, or visual alarms may be delayed or interrupted due to network or system congestion.Customer shall protect, defend, indemnify, and hold harmless 101VOICE, its officers, directors, employees, affiliates, contractors, and agents and any other service provider that furnishes services to customer in connection with the Service, from any and all claims, lawsuits, losses, damages, liability, fines, penalties, costs, and expenses including, without limitation, attorney’s fees and costs, arising from, or related to, any absence, failure, or outage of the Service, including, without limitation, inability of customer, any party, or user of 101VOICE’s Service to be able to call 911to access emergency service personnel, and/or if emergency responders do not respond at all or respond to the wrong physical location. In no event shall 101VOICE be liable to customer or any third party or user for incidental, indirect, consequential, exemplary, punitive, or special damages related to customer’s (or any customer employee, agent, or contractor, or third person or third party or user of 101VOICE’s Service) use of or inability to use 911 services.
9. Abuse or Misuse Use of 911
Any abuse or misuse use of 911 services may result in penalties and additional charges.