VOICE OVER INTERNET PROTOCOL (VoIP) AND E9-1-1

Several companies now offer residential telephone service via the Internet, often at a significant monthly cost savings. Referred to as Voice over Internet Protocol (VoIP) or Voice on the Net (VON), these services provide many of the same (and in some cases more) features we have all become accustomed to. What they often do not provide is Enhanced 9-1-1 service (E911). E911 provides dispatch personnel with your location and call back number even if you are unable to speak or stay on the line during an emergency.

What happens when you call 9-1-1 in an emergency using a VoIP phone? For VoIP 9-1-1, your location and/or call back information is not provided. In some cases, 9-1-1 does not work at all.  Some providers advise customers to use a traditional wireline or wireless phone to access emergency services. Other VoIP services do forward calls to 9-1-1 Centers, but these calls have no location data transmitted with the call. Routing of calls to the correct 9-1-1 Center is not as well-defined or tested as with traditional services.

VoIP currently is not regulated in the same manner as traditional phone services. While

companies are participating in setting voluntary practices toward provision of Enhanced 9-1-1 service, it is currently just that--voluntary.

Will these limitations with VoIP telephone services be addressed in the future? All indications are that these issues will be resolved with the VoIP industry and the 9-1-1 community working cooperatively. When will these 9-1-1 limitations be addressed? That timeframe is most likely measured in months and years, not days and weeks.

For existing VoIP customers, if you are unable to determine how your 9-1-1 call will be handled and you live in Mundelein, you should contact your VoIP provider to determine the level of E9-1-1 service they provide. If they do not answer your questions to your satisfaction, you may want to arrange to make a test call. Residents should first call the Mundelein Police Department at 847-968-4600. Explain to the Telecommunicator your request to make a 9-1-1 test call and provide you address and telephone number. The telecommunicator will then instruct you to hang-up and call back via 9-1-1. It’s important that you stay on the line after calling 9-1-1 to explain that you are making a test call and once again provide your address and telephone number. Provided that your call is properly routed to the Mundelein 9-1-1 Center, the Telecommunicator can tell you what information your VoIP provider passes to emergency personnel.

Page last updated on Thursday, September 27, 2007 at 05:07 PM -0500