911 calling: what you need to know
Internet-based 911 does not work the same way as 911 from a traditional telephone line. Please read this page, and make sure everyone at your premises understands it.
- Applies to
- All Cloud PBX services
- Acknowledgement
- Required before activation
The short version
911 over the internet depends on power, on your internet connection, and on the address you registered with us being correct. Any of those failing means the call does not get through, or gets through to the wrong place.
If you or your staff may ever need to call 911, you must keep another way to do it.
How 911 works on the Service
On a traditional telephone line, a 911 call goes straight to the emergency response centre nearest you, and your address is already known to the operator.
On an internet-based service, the call is routed first to an emergency call centre. An operator confirms your location, then transfers the call to the response centre for that location. That extra step can add time. Be ready to state your address and a callback number, and do not hang up unless you are told to.
When 911 will not work
Power failure
Your phones and the internet connection they depend on stop working when the power does. 911 will not work.
Internet outage
If your connection drops, or your provider blocks or degrades it, 911 will not work.
Suspended account
If the account is suspended or terminated, 911 will not work.
Away from the registered address
Softphones and mobile clients used somewhere other than the registered address will route to the wrong place.
Outside Canada
The Service does not provide emergency calling outside Canada.
What we need you to do
Register a correct civic address for every extension
Emergency responders are dispatched to the address registered against the extension — not to where the call is actually coming from. Update it whenever an extension moves desk, floor or building.
Tell everyone at your premises
Staff, contractors and visitors all need to know these limitations, and to know what the alternative is. Your named administrator is responsible for keeping addresses accurate.
Keep another way to call 911
Any site where someone may need to summon emergency help must have an alternative — a mobile phone or a traditional line. The Service must not be relied on for life safety, medical alert or alarm monitoring.
Acknowledgement
Before we activate 911 on your account, your administrator signs an acknowledgement confirming they understand these limitations, accept responsibility for keeping service addresses current, and will inform everyone at your premises. We keep the signed copy on your account file.