There are important differences in the way 9-1-1 service operates with a VoIP phone when compared with traditional telephone service. Here’s what you need to keep in mind:
Differences between traditional 9-1-1 service and VoIP phone 9-1-1
With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response centre. With VoIP phone service, 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.
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.
Be prepared during any service interruption
VoIP phone 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 not disconnect
Do not disconnect your 9-1-1 call until you are told to do so by an emergency dispatcher. If you are inadvertently disconnected, call back immediately.
Keep your service address up to date
NEWT Cloud will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated. If you do not do this (and, for example, you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling from the last registered address.
Inform other users
You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls. To make this easier, attach the included stickers in a visible location on your telephone sets.
Limitations of liability
The NEWT Cloud terms of service limit and disclaim liability related to VoIP 9-1-1 service, so please read these carefully.
The Customer acknowledges the nature and limitations of the 9-1-1 service and the Customer agrees that it must inform all users and potential users of the PBX Services of these limitations of the Services in connection with 9-1-1 calls at the locations where the PBX system has been installed, and at any remote locations connected to the Customer's PBX Services subscription.
THE CUSTOMER ACKNOWLEDGES AND UNDERSTANDS THAT FIBERNETICS WILL NOT BE LIABLE FOR ANY SERVICE OUTAGE AND/OR INABILITY TO DIAL 9-1-1 USING THE PBX SERVICES OR FOR ANY INABILITY TO ACCESS EMERGENCY SERVICE PERSONNEL DUE TO THE 9-1-1 DIALING CHARACTERISTICS AND LIMITATIONS LISTED HEREIN. THE CUSTOMER AGREES TO DEFEND, INDEMNIFY AND HOLD HARMLESS FIBERNETICS, ITS OFFICERS, DIRECTORS, EMPLOYEES, PARENTS, SUCCESSORS, AFFILIATES, AGENTS AND ANY OTHER SERVICE PROVIDER WHO FURNISHES SERVICES TO THE CUSTOMER IN CONNECTION WITH THE PBX SERVICES, FROM ANY AND ALL INJURY, DEATH OR DAMAGE TO PERSONS OR PROPERTY, CLAIMS, LOSSES, FINES, PENALTY AND COSTS (INCLUDING SOLICITOR’S FEES) BY, OR ON BEHALF OF, THE CUSTOMER OR ANY THIRD PARTY OR USER OF THE PBX SERVICES RELATING IN ANY WAY TO THE FAILURE OR OUTAGE OF THE PBX SERVICES RELATED TO 9-1-1 DIALING.
CUSTOMER IS ADVISED TO KEEP AN ANALOG LINE FOR SECURITY AND/OR FAX SERVICES. THIS ANALOG LINE SHOULD BE USED AS A BACKUP ANALOG LINE TO BE USED FOR 9-1-1 IN THE EVENT OF A SERVICE OUTAGE ON THE PBX SERVICES, INCLUDING A SERVICE OUTAGE CAUSED BY POWER OUTAGE. ALL USERS SHOULD BE MADE AWARE OF THE LOCATION OF THE ANALOG PHONE.
For a complete description of our VoIP 911 service, please see terms of service at NEWT Fibernetics MSA.