Enhanced E911
Emergency Calling Policy
Understanding how VoIP Office handles emergency calls, your rights and responsibilities, and how we keep you compliant with U.S. federal regulations.
VoIP (Voice over Internet Protocol) emergency calling works differently from traditional telephone service. Your ability to reach emergency services via a VoIP line depends on your internet connection, power supply, and having an accurate registered location on file with VoIP Office. Please read this policy in full and ensure your location details are always up to date in your account.
What is E911?
Overview of Enhanced 911 and why it matters for VoIP users
Enhanced 911 (E911) is an emergency calling system that automatically provides public safety dispatchers with the caller’s location and callback number when a 911 call is placed. Unlike basic 911 service, E911 ensures that first responders know precisely where to go — even if the caller cannot speak or is disconnected.
Traditional landline phones are tied to fixed addresses, so E911 works automatically. However, VoIP services decouple phone numbers from physical geography — a user with a New York number may be calling from Dallas, a remote office, or a hotel room. This flexibility requires a different approach to emergency call routing.
VoIP Office’s E911 service bridges that gap: it connects every VoIP call to a verified, registered address and routes 911 calls to the nearest Public Safety Answering Point (PSAP), ensuring emergency responders can locate you quickly regardless of how or where you’re connected.
Your physical address is registered with our E911 system and transmitted to PSAPs when you dial 911 — even if you can’t speak.
Emergency dispatchers receive your callback number with every 911 call, allowing them to reconnect if your call is dropped.
Your call is automatically routed to the local Public Safety Answering Point that serves your registered address — the right 911 center, every time.
For enterprise customers, we transmit precise location data: street address, building, floor number, and room — so responders find the exact spot.
Governing Laws & Regulations
Federal requirements that VoIP Office complies with
VoIP Office fully complies with all applicable Federal Communications Commission (FCC) regulations governing E911 emergency services for VoIP providers, including the following landmark laws:
The FCC mandates that all interconnected VoIP service providers — those using the Public Switched Telephone Network (PSTN) to originate and terminate calls — must provide E911 service as a condition of providing any service to a consumer. Providers must transmit all 911 calls, the caller’s Automatic Number Identification (ANI), and the caller’s Registered Location to the appropriate PSAP. Customers may not opt out of E911 service, and providers must obtain a physical location from each customer before activating service.
Named in memory of Kari Hunt Dunn, who was killed in 2013 while her young daughter was unable to reach 911 because the hotel phone system required dialing “9” for an outside line. Kari’s Law, signed February 16, 2018, requires all Multi-Line Telephone Systems (MLTS) — including enterprise VoIP systems in hotels, hospitals, office buildings, and campuses — to allow users to dial 911 directly without any prefix, access code, or outside-line digit. The law also requires that a designated on-site person or security team be notified simultaneously whenever a 911 call is placed from within the facility. Compliance was required for all MLTS manufactured, sold, or installed after February 16, 2020.
Named in honor of Ray Baum, an Oregon congressman who championed telecommunications improvements, RAY BAUM’s Act mandates that all 911 calls must include a “dispatchable location” — not just a street address, but precise location data sufficient for first responders to find the exact caller, including floor number, suite, room number, or other identifying information within a building. This is especially critical in large campuses, hospitals, hotels, and multi-tenant buildings where a front-desk address is insufficient. Phase 1 (fixed devices) took effect January 6, 2021; Phase 2 (non-fixed and off-premises devices) took effect January 6, 2022.
Enterprises that fail to comply with Kari’s Law and RAY BAUM’s Act are exposed to significant legal, regulatory, and reputational risk. Even if your equipment predates the compliance deadlines, failing to meet user expectations in an emergency can result in litigation and negative media attention. VoIP Office customers benefit from our built-in compliance architecture — but enterprise administrators remain responsible for configuring and maintaining accurate location data within the platform.
How E911 Works with VoIP Office
The step-by-step journey of an emergency call
From any VoIP Office device — desk phone, softphone, or mobile app — you dial 911 directly. No prefix, no access code, no extra digits required. VoIP Office is fully compliant with Kari’s Law direct-dialing requirements.
VoIP Office’s E911 system immediately retrieves your Registered Location — the physical address associated with your device or account. For dynamic environments, our system uses real-time location management to attach the most accurate dispatchable location available.
Your call is routed through the dedicated Wireline E911 Network using your ANI (Automatic Number Identification) and registered location data to reach the specific Public Safety Answering Point (PSAP) serving your area — not a generic national call center.
The PSAP dispatcher receives your callback number and your registered physical location — including street address, building, floor, and room number where available — automatically, before you say a word.
For enterprise customers using MLTS, a simultaneous notification is sent to designated on-site personnel — security teams, front-desk staff, or facility managers — informing them that a 911 call has been placed from within the building. This is a requirement of Kari’s Law and helps responders navigate to the caller.
Known Limitations of VoIP E911
Critical differences from traditional 911 you must understand
The FCC requires VoIP Office to clearly communicate the circumstances under which E911 service may be limited or unavailable. Please review and acknowledge each of the following limitations:
If your power goes out, VoIP devices that depend on electricity — including routers, adapters, and most IP phones — will not function. You will be unable to call 911 via VoIP. Keep a charged mobile phone or traditional landline as a backup.
VoIP service requires an active, functioning internet connection. If your broadband is down — due to a provider outage, equipment failure, or disconnection — your VoIP line will not work, including 911 calling.
If your registered address is wrong or hasn’t been updated after a move, your 911 call may be routed to the wrong PSAP or show an incorrect location to dispatchers. Always update your address immediately when you relocate.
If you take your VoIP device or softphone to a different location — a hotel, coffee shop, or client site — your registered address will still reflect your home or office. Dispatchers will be given your registered address, not your actual current location.
In some areas, the local PSAP may not have the technical capability to receive or process digital location data. In such cases, VoIP Office still routes your call to the appropriate authority but may not be able to transmit all location details.
If your VoIP Office service is suspended, cancelled, or restricted for any reason — including non-payment — your ability to place 911 calls through the platform may be affected.
As required by the FCC, VoIP Office provides all customers with warning labels or stickers to be placed on or near any VoIP-enabled device. These labels notify household members, guests, babysitters, visitors, and others who may use the device of the limitations of 911 service on VoIP. Please place this label prominently on your device and inform all regular users — including children — of these limitations.
Your Responsibilities as a Subscriber
What you must do to ensure E911 works correctly
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Provide an accurate physical address at activation. Before VoIP Office can activate your service, you must provide the physical address where the service will first be used. This is your Registered Location and is transmitted to emergency services when you dial 911.
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Update your address immediately after any move or relocation. You can update your Registered Location at any time through your VoIP Office account portal or by contacting support. Failing to update your address could mean dispatchers are sent to the wrong location in an emergency.
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Acknowledge the limitations of VoIP 911 service. The FCC requires VoIP Office to obtain your formal acknowledgment that you have read, understood, and accept the limitations of E911 service as described in this policy. This acknowledgment is part of your service agreement.
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Inform all household members, employees, and guests. Make sure every person who might use your VoIP device in an emergency — including children, babysitters, houseguests, employees, or visitors — understands how VoIP 911 works and its limitations.
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Maintain a backup for 911 access. Always have an alternative means of calling 911 in case your internet or power is unavailable. A charged mobile phone, a traditional analog phone line, or a battery backup system is strongly recommended.
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Place warning labels on all VoIP devices. Affix the FCC-required warning labels provided by VoIP Office on or near every device used with your VoIP service, so that all potential users are aware of 911 service limitations before an emergency occurs.
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For enterprise: configure dispatchable location for every endpoint. Enterprise administrators are responsible for mapping accurate location data — including floor, suite, and room — for every phone extension and softphone user in their system. This is required by RAY BAUM’s Act and is critical for first responders navigating large buildings or campuses.
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Verify and test your E911 configuration periodically. Run periodic tests with your provider to confirm that your 911 calls route correctly and your location data is accurate. Build E911 into your quarterly IT governance review cycle.
VoIP Office Compliance Summary
How VoIP Office meets each major regulatory requirement
| Requirement | Regulation | VoIP Office Status | Details |
|---|---|---|---|
| Direct 911 Dialing | Kari’s Law | ✓ Compliant | No prefix or access code required. 911 reachable from all extensions and devices. |
| On-Site Notification | Kari’s Law | ✓ Compliant | Configurable alerts sent via SMS, email, or phone call to designated security/admin personnel. |
| Registered Location Transmission | FCC §9.11 | ✓ Compliant | ANI and Registered Location transmitted to PSAP with every 911 call via Wireline E911 Network. |
| Dispatchable Location (Fixed Devices) | RAY BAUM’s Act | ✓ Compliant | Building, floor, and room data transmitted for on-premises fixed devices. Effective Jan 6, 2021. |
| Dispatchable Location (Non-Fixed) | RAY BAUM’s Act | ✓ Compliant | Dynamic location routing for softphones and remote/off-premises users. Effective Jan 6, 2022. |
| Location Update Capability | FCC §9.11 | ✓ Compliant | Customers can update their Registered Location at any time via the account portal or support. |
| Customer Limitation Disclosure | FCC §9.11 | ✓ Compliant | Clear disclosures provided at signup and in this policy document. Customer acknowledgment required. |
| Warning Label Distribution | FCC §9.11 | ✓ Compliant | Warning labels distributed to all subscribers prior to service activation. |
| Pre-Activation Address Collection | FCC §9.11 | ✓ Compliant | Physical location obtained from all customers before service is activated. |
| No Customer Opt-Out of 911 | FCC Mandate | ✓ Compliant | 911 service is mandatory. No customer may opt out of E911 capability. |
Best Practices for Enterprise Users
Recommended actions to maintain ongoing E911 compliance
For organizations managing VoIP Office across offices, campuses, or a hybrid workforce, maintaining E911 compliance requires ongoing operational discipline — not just initial setup. Follow these best practices to protect your employees and minimize legal exposure:
Accurately map address, building, floor, and room for every desk phone, conference room phone, and softphone user. “Dispatchable location” must be precise enough for a first responder to find the exact door.
Set up Kari’s Law notifications to alert your security team, front-desk staff, or facility manager via SMS, email, or call recording whenever 911 is dialed from any device on your system.
Conduct scheduled test calls through your provider to confirm correct routing and accurate location data. Document results. Treat E911 testing like a fire drill: scheduled, documented, and reviewed.
Keep written policies, configuration records, change logs, and test results. This paper trail demonstrates due diligence and is essential for regulatory audits or legal proceedings.
People move, offices open and close, and technology changes. Build E911 compliance into your quarterly IT governance review. Update location records immediately for any personnel or facility changes.
Ensure all employees know how to dial 911 from any office phone without needing an access code. Confirm that remote and hybrid workers understand how to update their location when working away from the office.
Filing a Complaint
What to do if you were unable to reach emergency services
If you have been unable to access emergency services while using your VoIP Office service, please contact us immediately at support@voipoffice.io or call +1 (248) 436-3600 so we can investigate and resolve the issue.
You also have the right to file a complaint directly with the Federal Communications Commission (FCC) at no charge:
- Online: consumercomplaints.fcc.gov
- Phone: 1-888-CALL-FCC (1-888-225-5322) Voice
- TTY: 1-888-TELL-FCC (1-888-835-5322)
- Fax: 1-866-418-0232
- Mail: FCC Consumer and Governmental Affairs Bureau, 45 L Street NE, Washington, D.C. 20554
For the most complete handling of your complaint, the FCC recommends submitting via their online portal where you will be guided through specific questions relevant to your situation.
Questions About Your E911 Setup?
Our compliance team is ready to help you configure E911 correctly, update your location records, or walk you through Kari’s Law and RAY BAUM’s Act requirements for your organization.