E911 Disclosure & Customer Acknowledgement
Important limitations and customer responsibilities for emergency calling over interconnected or internet-based voice service.
Emergency calling must be specifically provisioned for the applicable number/account and tied to a valid Registered Location or dispatchable location. If your account does not expressly confirm that emergency calling is active, keep another reliable means of reaching emergency services.
1. How E911 differs from traditional telephone service
Internet-based voice service can depend on broadband, electrical power, provider networks, account configuration, and accurate location information. Unlike a traditional fixed telephone line, an internet-based number may be usable from more than one location, which can affect where a 911 call is routed and what location information reaches the public-safety answering point.
2. Circumstances that may limit or prevent emergency calling
- Loss of electrical power, internet access, local network connectivity, or compatible equipment.
- A service outage, carrier outage, account suspension, number-porting event, or provider maintenance event.
- Using a number, device, softphone, forwarding destination, or service from a location different from its Registered Location.
- Failure to provide or update a valid physical location, including suite, floor, room, or other dispatchable-location details when needed.
- Delay while a new or changed location is validated or propagated to emergency-service databases.
- Use of a non-native telephone number, VPN, remote network, or configuration that makes the caller's physical location difficult to determine.
- Features or endpoints that are not provisioned for outbound emergency calling.
3. Registered Location responsibility
You must provide the physical location where an E911-enabled service will first be used and keep that information current. If the service is moved or used at another location, update the Registered Location through the available account/support process before relying on it for 911. A billing address, mailing address, or business headquarters address is not a substitute when the phone is actually used somewhere else.
4. What to do during an emergency
If a Business Phone HQ emergency call connects, be prepared to state your name, callback number, street address, suite/floor/unit, city, state, and other location details requested by the emergency operator. Do not disconnect until instructed. If a 911 call does not connect or appears misrouted, use another available telephone or method to contact emergency services immediately.
5. Warning notices
For service subject to FCC interconnected-VoIP E911 requirements, emergency-calling limitations must be disclosed prominently and customers must receive conspicuous warning information before service begins. Customers should ensure employees and other users of the service understand these limitations.
6. Customer acknowledgement language
I acknowledge that I have received and understand the Business Phone HQ E911 Disclosure. I understand that 911/E911 over internet-based voice service may be unavailable or limited during power failures, broadband/network outages, service interruptions, account or number issues, or when the service is used from a location different from the Registered Location. I understand that accurate location information is essential and agree to keep the Registered Location current for each E911-enabled number or endpoint. I understand that I should maintain an alternate means of contacting emergency services and should inform employees and other users of these limitations.
7. Provisioning questions or location problems
Contact support@businessphonehq.com before relying on a number for emergency calling if you are unsure whether E911 is provisioned or whether the Registered Location is correct. Do not place unnecessary test calls to 911.
8. Regulatory reference
For interconnected VoIP services, FCC emergency-calling requirements include 47 C.F.R. § 9.11, including E911 service, location information, subscriber notice, and affirmative acknowledgement requirements.