How UCaaS 9-1-1 Differs from a Landline
On a traditional phone line, a 9-1-1 call goes straight to the closest Public Safety Answering Point (PSAP). On a UCaaS service, the call first passes through a third-party provider, and that provider sends it on to the correct PSAP. You may not notice anything different when you dial, but this extra step brings a few important differences you should understand so help can reach you as quickly and effectively as possible.
Tell the Operator Where You Are
UCaaS phones can be used in more than one place, so emergency operators won't necessarily see your location automatically. As soon as you reach 9-1-1, state where you are right now and how to contact you. Doing this prevents mix-ups and makes sure responders are sent to the right place.
Keep in mind that technical limitations mean the operator might not have your precise location in front of them. That is exactly why giving clear, accurate details when you call 9-1-1 matters so much.
Plan for Outages
A UCaaS phone system needs both power and an internet connection to work. A power failure, an internet outage or heavy network congestion can cut off your UCaaS phones, and with them, your access to 9-1-1. Having your service disconnected for non-payment could also stop you from making emergency calls.
Keep a backup way to communicate, such as a mobile phone, close at hand in case your service goes down. That way you can still reach emergency services when it counts.
Stay on the Call
During an emergency, don't hang up on the 9-1-1 operator until they tell you to. If the call drops by accident, dial back right away. Keeping the line open lets responders get you the help you need without delay.
Keep Your Address Current
RBI Cloud Connect makes every effort to give emergency operators the service address we have on file, but keeping that address correct and up to date is your responsibility. If you move, or are working somewhere else for a while, give your current location during any 9-1-1 call so there is no confusion. If you are unable to speak, the operator will send help to the last address you registered, which is why keeping it updated is so important.
Make Sure Everyone Knows
Anyone who uses your UCaaS phones, whether employees, family members or roommates, should understand how VoIP 9-1-1 works. Walk them through the differences and limitations so they can act fast if an emergency happens. To help, RBI Cloud Connect offers a downloadable UC-E911 Sticker Template. Print it on Avery 5163 labels and stick one on each phone so users have the key 9-1-1 information in front of them.
Liability and Your Terms of Service
The RBI Cloud Connect Terms of Service contain important provisions about VoIP 9-1-1. Please read Section 17 of your contract, which sets out certain limitations and disclaimers of liability for 9-1-1 service delivered through Hosted PBX, Phone Line Replacement and SIP Trunking.
In short, it covers:
- How calls are routed: UCaaS 9-1-1 calls go to a specialized call centre, where you may be asked for your location.
- Changes to your service: let RBI Cloud Connect know right away if you are moving or changing your service address, so 9-1-1 keeps working correctly.
- Power and internet outages: while your power or internet is out, your UCaaS service, 9-1-1 calls included, won't work until service comes back.
- Indemnity: RBI Cloud Connect and its affiliates are not responsible for damages or injuries that result from using UCaaS 9-1-1 services.
The full description of our UCaaS 9-1-1 service is in the RBI Cloud Connect Terms of Service. Questions? Get in touch with our team.
Frequently asked questions
Will 9-1-1 work if my power or internet is down?
No. UCaaS phones need both power and internet, so 9-1-1 calls won't work during an outage until service is restored. Keep a mobile phone handy as a backup.
Does the 9-1-1 operator automatically know where I am?
Not always. Because UCaaS phones can be used from different places, always state your current location and contact details when you call 9-1-1.
What should I do if I move or change locations?
Notify RBI Cloud Connect right away so your service address stays current, and give your actual location during any 9-1-1 call.
