TELIPLUS 911 / E911 EMERGENCY SERVICES POLICY
Date of Last Revision: June 04, 2021
Operation and Limitations of the TeliPlus 911 Dialing Service
This policy forms part of, and is governed by the Customer Agreement and/or the TeliPlus Terms of Service, as applicable. Terms used herein but not otherwise defined shall have the meanings ascribed to them in the Customer Agreement or the Terms of Service.
TeliPlus provides access to emergency calling services, allowing most TeliPlus users to access either basic 911 or Enhanced 911 (E911) service. TeliPlus users with a VoIP (Voice Over Internet Protocol) Service, using IP Phones or Desktop Softphones, can dial 911 directly from their IP Desk Phones or Softphone. VIRTUAL EXTENSIONS AND MOBILE USERS WITHOUT AN OUTBOUND CALLING PLAN ON TELIPLUS’ VOIP SERVICE CANNOT COMPLETE 911 CALLS. Emergency calling services work differently than you may have experienced using traditional wireline or wireless telephones. Your access may differ depending on your location or the device you are using.
“Basic 911 Service” means the ability to route an emergency call to the designated entity authorized to receive such calls serving Customer’s Registered Physical Dispatchable Location Address. With Basic 911 Service, the emergency operator answering the phone may not have access to the caller’s telephone number or address information unless the caller provides such information verbally during the emergency call.
SERVICE LOCATION AVAILABILITY: TeliPlus 911 & E911 emergency responder services are available to support users located within Canada and the United States.
1. Registering Your Location
You must register the address of the Physical Dispatchable Location where you will use each TeliPlus VoIP Service with TeliPlus immediately upon activation of your IP Phone or Desktop Softphone. This is your Registered Physical Dispatchable Location Address. You or your Account Administrator must accurately register each individual IP Phone or Desktop Softphone through either your Account Settings, the Administrative Portal, the TeliPlus 911/E911 Online Address Update and Verification Form available at www.TeliPlus.com, or by email to [email protected]. You must use TeliPlus VoIP Services only at the Registered Physical Dispatchable Location Address provided for the applicable TeliPlus VoIP Service.
If you move a registered device, you must immediately update the Registered Physical Dispatchable Address Location with the new physical location of the IP Phone or Desktop Softphone with TeliPlus through either the Account Settings, Administrative Portal, the TeliPlus 911/E911 Online Address Update and Verification Form available at www.TeliPlus.com or by email to [email protected]. If you do not update the Registered Physical Dispatchable Address Location, any 911 dialed calls made from the IP Phone or Desktop Softphone may be sent to the wrong emergency response center and/or will not transmit your current location information to emergency responders, delaying emergency assistance to you.
Each Physical Dispatchable Address Location must have a Telephone Number associated to the Physical Dispatchable Location Address for 9-1-1 Dialing purposes.
TeliPlus Smartphone Mobility App Note: Any user that dials 911 from the TeliPlus Smartphone Mobile app will be connected via GSM using the caller’s mobile provider.
It may take up to ten (10) days for the address update to take effect. Customers with more than one IP Phone or Desktop Softphone are solely responsible for ensuring that an accurate and up-to-date Registered Physical Dispatchable Location Address is maintained for each IP Phone or Desktop Softphone, and that their End Users are aware of how the Registered Physical Dispatchable Location Address can be changed, and must be changed if they move their IP Phone or Desktop Softphone.
If your TeliPlus provided phone number is not registered with an address in the E911 location database, or has the incorrect address on file, the call will be routed to the ‘National Emergency Services Call Center’ without address information by default or with the incorrect address on file. This is highly discouraged by our E911 carriers.
In cases where a 911 Caller ID number is configured for an end user without having an address registered in the E911 location database, or an incorrect address, the Operator at the ‘National Emergency Services Call Center’ will attempt to do their best to assist the caller with best efforts. The Customer will be charged $250 per call for 911 dialed calls routed to the ‘National Emergency Services Call Center’ that either has a “without address” or “incorrect address” on file. This is also referred to as an ‘Unregistered 9-1-1 Call’.
WARNING: 3rd Party 9-1-1 Provider Databases
It is important to understand our 911 provider’s databases operates separately from any other 911 service provider’s databases. Meaning, if you are in the process of Porting-In an active Telephone Number to TeliPlus’ network from another service provider with E911 enabled, until you physically register the Physical Dispatchable Location Address to that specific Telephone Number in TeliPlus’ 911 provider’s database, the Telephone Number is considered “unregistered” and any 9-1-1 dialed calls will be routed to the ‘National Emergency Services Call Center’ at a charge of $250.00.
2. Service limitations
TeliPlus 911 service will not function (i) in the event of an Internet or power outage; (ii) if your broadband, ISP, or your TeliPlus VoIP Service is terminated; (iii), with respect to only the TeliPlus Mobile Application, if you do not have mobile service, as the TeliPlus Mobile Application cannot send emergency calls over Wi-Fi access; and (iv) in some Other countries. It is possible that network congestion may delay or prevent completion of any 911 dialed call. You will not be able to complete a 911 dialed call if you move to a physical location outside the country in which your TeliPlus VoIP Service is provided, or if you are dialing from a TeliPlus number that is not a Canadian or United States number.
Users uncomfortable with any of these limitations should use an alternate means of reaching 911.
3. How it Works
When you dial 911 using voice services from a TeliPlus provided phone number within Canada or the United States, your call is directed to a National Emergency Call Center (the “NECC”). TeliPlus will attempt to transmit the TeliPlus provided phone number and the Registered Dispatchable Location Address you have provided to the Trained Operators at the NECC. Trained operators at the NECC will request your name, location, and telephone number and attempt to reach emergency responders in your local area. Until you give the operator your phone number, and location, he/she may not be able to call you back or dispatch help to your location if the call is dropped or disconnected or if your telephone number and/or Registered Dispatchable Location Address is not transmitted. If you are unable to speak, the emergency operator may not be able to send help to your location and/or call you back should the call be disconnected.
4. Mobile Applications
Calls to 911 placed through the TeliPlus Mobile Application on a smartphone are automatically routed to the native dialer on the smartphone, and the call will be handled by your wireless service provider if wireless service is available. If your wireless service is unavailable, the 911 call cannot be placed. The TeliPlus Mobile Application cannot place emergency calls over Wi-Fi access. Emergency dialing is not available through the TeliPlus Mobile Application on tablets or other mobile devices without a native phone dialer and a wireless service plan.
In some areas, emergency operators are able to receive text messages sent to 911. Texts to 911 by TeliPlus users relying on the TeliPlus Mobile Application are automatically directed to the native dialer on the mobile phone, allowing you to send the text through your wireless service provider, if available. If wireless service is unavailable, the text cannot be sent. Text-to-911 is not available on tablets or other mobile devices without a native phone dialer and a wireless service subscription.
5. Notification of Employees, Guests, or Other Users
Customers must notify any employees, contractors, guests, or persons who may place calls using the Services or may be present at the physical location where the Services may be used, of the limitations of TeliPlus 911 Service from your TeliPlus IP phone, other equipment, or the TeliPlus Desktop Softphone. Customer must affix a TeliPlus-provided sticker warning that 911 services may be limited or unavailable in a readily visible place on each piece of equipment that might be used to access or use the Services.
6. Disclaimer of Liability for Emergency Call Response
Your use, and use by your employees, guests and other third parties, of TeliPlus’ 911 Services are subject to the limitations described herein. The availability of certain features, such as transmission of a Registered Physical Dispatchable Location Address or your TeliPlus provided telephone number, depends on whether local emergency response centers support those features, and other factors outside of TeliPlus’ control. TeliPlus relies on qualified third parties to assist us in routing 911 calls and text messages to local emergency response centers and to the NECC. TeliPlus does not have control over local emergency response centers, the NECC, emergency responders, or other third parties. TeliPlus disclaims all responsibility for the conduct of local emergency response centers, the NECC, third parties engaged by Customer to facilitate address updates, and all other third parties involved in the provision of emergency response services. To the extent permitted by applicable Law, you hereby release, discharge, and hold harmless TeliPlus from and against any and all liability relating to or arising from any acts or omissions of such third parties or other third parties involved in the handling of or response to any emergency or 911 call.
Customer indemnifies and holds harmless TeliPlus, and any third-party provider(s) from any and all third-party claims, losses, damages, fines, or penalties arising out of: (i) Customer or its End User’s provision to TeliPlus of incorrect information, including physical addresses, or failure to update a Registered Physical Dispatchable Location Address; (ii) Customer’s failure to properly notify any person who may place calls using the Services of the 911 Dialing limitations; or (iii) the absence, failure, or outage of emergency service dialing using the Services for any reason; and (iv) the inability of any End User to be able to dial 911 or access emergency service personnel for any reason.
7. IF YOU ARE NOT COMFORTABLE WITH HOW WE HANDLE 911 DIALING, PLEASE UNSUBSCRIBE FROM OUR SERVICE.