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Frequently Asked Questions > EMERGENCY 911 SERVICE

 

BroadVoice Emergency 911 Service

What type of 911 service does BroadVoice offer?

BroadVoice offers 911 service that allows subscribers to call 911 to get help in an emergency. BroadVoice subscribers can register for E911 service by logging in to their account portal and completing the information required under the E911 tab. Unregistered subscribers who dial 911 pay $100 per call while eligible registered subscribers are not charged. Currently the following levels of service are available:

  • Enhanced 911 (E911) - allows a BroadVoice subscriber to call 911 and to have an operator in their local area identify their physical location so they can be reached by emergency personnel. Any US-based subscriber can apply for and receive E911 service if BroadVoice has the capability to route their call to their local Public Safety Answering Point (PSAP). An email confirmation is sent to a subscriber after they register for BroadVoice E911 service that informs them of the 911 service(s) available to them. Through this process, eligible subscribers will automatically be registered for E911 service. The charge for each E911 call is free for customers who have registered for BroadVoice 911 service and who are in a coverage area. Customers who have not registered for E911 are not eligible to receive this service.

  • Basic 911 (911) - With basic 911, the local emergency operator answering the call will not have your call back number or your exact location, so you must be prepared to give them this information. Until you give the operator your phone number, he/she may not be able to call you back or dispatch help if the call is not completed or is not forwarded, is dropped or disconnected, or if you are unable to speak.

  • National Call Center 911 (NCC911) - this service enables a BroadVoice subscriber to call 911 and to have a national operator answer their call for assistance. When a NCC911 operator answers the call, the subscriber must identify their own physical location to the operator so they can be reached by emergency personnel. If a US-based subscriber does not register for BroadVoice E911 or B911service and dials 911, they will automatically receive NCC911 service. If for any reason a 911 call cannot be routed to a local operator to provide E911 or B911 service, the call is routed to a national operator for assistance. Fees for using NCC911 are as follows:


    • BroadVoice users who have registered for E911 or B911 service but are not in a coverage area will receive one free NCC 911 call per year; subsequent NCC 911 calls are $100 per call.

    • If a registered BroadVoice subscriber who is in an eligible coverage area is connected to NCC 911 due to connectivity issues, there is no charge for the 911 call.

    • BroadVoice users who have not registered for 911 service can place NCC 911 calls at a cost of $100 per call.

Please be aware that E911 calls are designed to normally send all customer information along with the 911 call to the local emergency center but is not guaranteed. Be aware that during a 911 call that at any time you may need to speak to an operator who does not have your customer information.



How much does a BroadVoice 911 call cost?

The pricing structure for BroadVoice 911 service is as follows:

  • Enhanced 911 and Basic 911 - BroadVoice subscribers who register for E911 and Basic 911 services and who are eligible for the service do not pay for 911 calls. Unregistered subscribers are not eligible for E911 or B911service.

  • NCC 911- BroadVoice users who have registered for E911or Basic 911 service but are not in a coverage area will receive one free NCC 911 call per year; subsequent NCC 911 calls are $100 per call. If a registered BroadVoice subscriber who is in an eligible coverage area is connected to NCC911 due to connectivity issues, there is no charge for the 911 call. BroadVoice users who have not registered for E911 or B911service can place NCC911 calls at a cost of $100 per call.


How do I register my E911 information?

  1. Log in to your BroadVoice Account Portal (Click here to review how to do this).

  2. Select the E911 tab.

  3. Enter the physical address of your BroadVoice phone and the other requested information and then select [Send]. Usually within 48 hours, you will receive an email confirming your registration for E911 service and notifying you if you are eligible for Enhanced 911 service or Non-Enhanced 911 service. If you are successful, there is nothing further to do; you will be able to take advantage of the 911 service whenever necessary. In some cases, you may be requested to furnish further information. You should save this email for future reference.


How does E911 work?

E911 is a way of routing a 911 phone call from the BroadVoice subscriber to a 911 operator. When the call is routed to a local operator in the subscriber's Public Safety Answering Point (PSAP), the call is considered either an Enhanced 911 (E911), Basic 911 (B911) or National Call Center 911 (NCC911) call. In the case of an E911 call, after an eligible BroadVoice subscriber dials 911, the system looks up the subscriber's address in the 911 database to determine the local PSAP, and the address is furnished to the local operator answering the call.

For B911 the call is routed to the local PSAP and the operator will ask for address information. If the E911 service is not available for any reason (due to such issues as a lack of connectivity, for example), the 911 call is routed to the National Call Center and the caller must provide the physical address so that appropriate emergency personnel can be sent to their location. In some cases (such as during outages), a registered subscriber may be connected to NCC911.



Does E911 work with my portable device?

All BroadVoice subscribers are eligible for E911, B911 or NCC911 service. The customer is responsible to update their address of any BroadVoice device in the account portal.



Does E911 work if I change my address?

No, E911 is dependent on you registering your address in your account portal each time you move.



What will my E911 or B911 registration confirmation email say?

When you register in your BroadVoice account portal for E911or B911 service, usually within 72 hours you will receive an email confirming that you have registered for the service. You should save this email for future reference. The confirmation email will notify you whether you are eligible for Enhanced 911 (E911) or Basic 911 (B911) service. If you entered an address that cannot be found, you will be asked to check the address and re-register the information. Note that in some cases, the address may not be available if it is located on a private road. Note also that not all subscribers are eligible for E911and B911 service. Whether you are eligible is generally determined by whether or not BroadVoice is able to route your call to a local Public Safety Answering Point (PSAP) so that you can be connected to a local operator.



Does E911 or B911 apply to international calls?

BroadVoice does not provide 911 service for any callers outside the US. However, if an international caller dials 911 from their BroadVoice line, the answering operator will try to accommodate the caller in any way possible. The charge for international callers is $100 for each 911 call.



What are BroadVoice's policies regarding its E911 or B911services?

BroadVoice's E911 and B911 policies are as follows:

  • BroadVoice does not guarantee 911 service.

  • BroadVoice does not recommend that customers use the E911 or B911 service as their primary 911 service.

  • BroadVoice suggests that customers have an alternate method of dialing 911.

  • BroadVoice does not offer international 911 assistance. However, if an international caller dials 911, the operator will help in whatever way possible.

  • Users should be mindful that they should change their 911 address in their BroadVoice account portal whenever they move or they change their address. This is especially important for users of portable devices (such as gensip phones, soft phones, Asterisk phones, and Wi-Fi phones) since their location can change with great frequency.

  • Notify house guests of the nature of your 911 service.

 

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