SIP Trunking and Hosted PBX emergency service limitations

The 9-1-1 emergency service (VoIP 9-1-1) available with SIP Trunking and Hosted PBX (“the Services”) is different and limited in a number of ways from traditional wireline 9-1-1 service.

What is VoIP 9-1-1?

VoIP 9-1-1 means your Emergency Call and location information are not automatically sent to the nearest emergency response centre. You must inform anyone using the Services about these limitations. The Emergency Call is first answered by a third-party operator. You must be ready to provide your location information verbally to the operator who will then route the Emergency Call to the appropriate emergency response centre based on the information you provided.

The Services includes a web portal which you may use to input and update as needed the most likely address and location information for telephone numbers provided with the Services. Due to the nature of the Services, correlation between a telephone number and the address and location of the end-user is not always possible. You are solely responsible for providing the correct address and location information via the web portal which may be used by the emergency response centre if the 9-1-1 caller is unable to identify his location. If you do not provide the correct address and location information, emergency services may be dispatched to the wrong address. In such cases, your Service Provider and its suppliers are not liable for any and all claims or actions arising out of any such misrouted 9-1-1 calls.

What about Emergency Calls made from outside of Canada?

Another phone service should be used to contact emergency services outside of Canada. An operator may answer the call but will not be able to transfer it to the appropriate emergency response centre.