VOIP and 911
Information from
http://www.fcc.gov/cgb/consumerfacts/voip911.html
The ability to access emergency services by
dialing 911 is a vital component of public safety and emergency
preparedness. It is imperative that consumers of telephone
service be able to reach emergency services regardless of the
technology used to place a 911 call. To ensure that a consumer's
choice of Voice over Internet Protocol (VoIP) for telephone
service does not adversely affect that consumer's ability to
access emergency services, the Federal Communications Commission
(FCC) has taken steps to require that providers of
“interconnected” VoIP services (VoIP services that use the
Public Switched Telephone Network (PSTN), including wireless
networks, to originate and terminate calls) meet Enhanced 911
(E911) obligations. E911 systems automatically provide to
emergency service personnel a 911 caller’s call back number and,
in most cases, location information.
What Is Interconnected VoIP Service?
Interconnected VoIP service allows you to
make and receive calls to and from traditional phone numbers
using an Internet connection, possibly a high-speed (broadband)
Internet connection, such as Digital Subscriber Line (DSL),
cable modem, or wireless broadband. It can be used in place of
traditional phone service. Typically, interconnected VoIP
technology works by either placing an adapter between a
traditional phone and Internet connection, or by using a special
VoIP phone that connects directly to your computer or Internet
connection. While you may choose to use interconnected VoIP
service from a single location, like a residence, some
interconnected VoIP services can be used wherever you travel, as
long as a broadband Internet connection is available. Companies
offering interconnected VoIP service call it by a number of
different brand names. To find our more about VoIP service, see
the FCC’s consumer fact sheet at
www.fcc.gov/cgb/consumerfacts/voip.html.
The Public Safety Challenges of VoIP
Service
Traditional phone services have generally
associated a particular phone number with a fixed address.
Portable interconnected VoIP service enables consumers to take
their home or business phone service almost anywhere. Because
certain interconnected VoIP services are portable, or can be
used from virtually any Internet connection anywhere, the
location of the caller may not be capable of being determined
automatically.
This portability raises a number of
challenges for the emergency services community. Although the
FCC has taken action to make sure that emergency calls from
these VoIP services will get through to the appropriate public
safety authorities, there are still possible differences between
VoIP E911 and traditional wireline E911 service, so there are
certain things that consumers need to know.
When you call 911 from a traditional
telephone, the call in most cases is sent to a Public Safety
Answering Point (PSAP) that is responsible for helping people in
a particular geographic area or community. PSAP personnel often
can automatically identify your location and direct the closest
emergency personnel to that location. They also often can
automatically identify your telephone number so that they can
call you back if you are disconnected.
Because VoIP service works differently from
traditional phone service, consumers who use it should be aware
that VoIP 911 service may also work differently from traditional
911 service. VoIP service providers, in response to FCC action,
are making progress in eliminating these differences, but some
of the possible differences include:
-
VoIP 911 calls may not connect to the
PSAP, or may improperly ring to the administrative line of
the PSAP, which may not be staffed after hours, or by
trained 911 operators;
-
VoIP 911 calls may correctly connect to
the PSAP, but not automatically transmit the user’s phone
number and/or location information;
-
VoIP customers may need to provide
location or other information to their VoIP providers,
and update this information if they change locations,
for their VoIP 911 service to function properly;
-
VoIP service may not work during a
power outage, or when the Internet connection fails or
becomes overloaded.
To reduce these differences, and any
possible risks to public safety posed by interconnected VoIP 911
service, the FCC has imposed the following requirements:
-
All interconnected VoIP providers must
automatically provide 911 service to all their customers as
a standard, mandatory feature without customers having to
specifically request this service. VoIP providers may not
allow their customers to “opt-out” of 911 service.
-
Before an interconnected VoIP provider
can activate a new customer’s service, the provider must
obtain from the customer the physical location at which the
service will first be used, so that emergency services
personnel will be able to locate any customer dialing 911.
Interconnected VoIP providers must also provide one or more
easy ways for their customers to update the physical
location they have registered with the provider, if it
changes.
-
Interconnected VoIP providers must
transmit all 911 calls, as well as a callback number
and the caller’s registered physical location, to the
appropriate emergency services call center or local
emergency authority.
-
Interconnected VoIP providers must take
appropriate action to ensure that their customers have a
clear understanding of the limitations, if any, of their 911
service. All providers must specifically advise new and
existing customers, prominently and in plain language, of
the circumstances under which 911 service may not be
available through the interconnected VoIP service or may in
some way be limited in comparison to traditional 911
service. They must distribute labels to all customers
warning them if 911 service may be limited or not available
and instructing them to place the labels on and/or near the
equipment used in conjunction with the interconnected VoIP
service.
-
Interconnected VoIP providers must
obtain affirmative acknowledgement from all existing
customers that they are aware of and understand the
limitations of their 911 service.
-
In some areas, emergency service
providers are not capable of receiving or processing the
location information or call back number that is
automatically transmitted with 911 calls. In those areas,
interconnected VoIP providers must ensure that a 911 call is
routed to the appropriate PSAP.
Tips for VoIP Subscribers
If you have or are thinking of subscribing
to an interconnected VoIP service, you should:
-
Provide your accurate physical address
to your interconnected VoIP service provider to ensure that
emergency services can quickly be dispatched to your
location.
-
Be familiar with your VoIP service
provider’s procedures for updating your address, and
promptly update address information in the event of a
change.
-
Have a clear understanding of any
limitations of your 911 service.
-
Inform children, babysitters, and
visitors about your VoIP service and its 911 limitations, if
any.
-
If your power is out or your Internet
connection is down, be aware that your VoIP service may not
work. Consider installing a backup power supply, maintaining
a traditional phone line, or having a wireless phone as a
backup.
-
If you have questions about whether the
phone service you are receiving is an interconnected VoIP
service, contact your service provider for further
information.
Filing a Complaint with the FCC
If you have been unable to access emergency
services while using VoIP service, you can file a complaint with
the FCC. There is no charge for filing a complaint. You can file
your complaint using an FCC on-line complaint form found at
esupport.fcc.gov/complaints.htm. You can also file your
complaint with the FCC’s Consumer Center by e-mailing
fccinfo@fcc.gov; calling
1-888-CALL-FCC (1-888-225-5322) voice or 1-888-TELL-FCC
(1-888-835-5322) TTY; 1-866-418-0232; or writing to:
Federal Communications
Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries and Complaints Division
445 12th Street, SW
Washington, D.C. 20554.
What to Include in Your Complaint
The best way for you to provide all the
information the FCC needs to process your complaint is to
complete fully the on-line complaint form. When you open the
on-line complaint form, you will be asked a series of questions
that will take you to the particular section of the form you
need to complete. If you do not use the on-line complaint form,
your complaint, at a minimum, should indicate:
-
your name, address, e-mail address, and
phone number where you can be reached;
-
the name and phone number of the
company that you’re complaining about; telephone number
involved, account number, date of incident, and description
of the problem.
For More Information
For more information about interconnected
VoIP and 911, visit the FCC’s VoIP 911 Web site
www.voip911.gov. For more
information about VoIP in general, see the FCC’s consumer fact
sheet at
www.fcc.gov/cgb/consumerfacts/voip.html. You can also
contact the FCC’s Consumer Center using the information provided
for filing a complaint.
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Federal
Communications Commission · Consumer &
Governmental Affairs Bureau · 445 12th St.
S.W. · Washington, DC 20554 |
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1-888-CALL-FCC (1-888-225-5322) · TTY:
1-888-TELL-FCC (1-888-835-5322) · Fax:
1-866-418-0232 · www.fcc.gov/cgb/
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