911 Policy

The placing of 911 Calls

Should a customer make a 9-1-1 emergency call, Intelligent Office will attempt to automatically route the Customer’s 9-1-1 call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to the Customer’s address of record on their account. However, due to the limitations of the VoIP telephone services, the Customer’s 9-1-1 call may be routed to a different location than that which would be used for traditional 9-1-1 dialing. For example, the Customer’s call may be forwarded to a third-party, specialized call-center that handles emergency calls. This call-center is different from the PSAP (Public Safety Answering Point) that would answer a traditional 9-1-1 emergency call which has automatically generated the Customers address information. Consequently, the VoIP Customer will be required to provide their name, address, and telephone number to the call-center operator.

How Your Information will be Provided

Intelligent Office will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with the Customer’s account. However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain the Customer’s name, phone number or physical location. Therefore, when making a 9-1-1 emergency call, the Customer will need to be prepared to immediately (confirm and) inform the dispatcher of their location and call-back number (or the location of the emergency, if different), since the operator may not have this information to hand. If the Customer is unable to speak, the dispatcher may not be able to locate him/her if the Customer’s location information is not up to date.

Accuracy of Information

The Customer is responsible for providing, maintaining, and updating correct contact information (including name, residential address, and telephone number) with their account. If the Customer does not correctly identify the actual location where he/she is located, or if the Customer’s account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site. For example, if the Customer changes the address from which he or she uses their Phone service, access to 9-1-1 Service will not function properly. Upon moving to a new address, or change of use of Phone service, the Customer must immediately notify and inform Intelligent Office by email or by telephone with the most current location information. Failure to advise Intelligent Office of any changes will adversely affect the ability to access 9-1-1 Service

Disconnections

During the 9-1-1 call, the Customer must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have the Customer’s number or contact information. If the Customer is inadvertently disconnected, he/she must call back immediately.

Connection establishment Time

For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or may take longer to connect when compared with traditional 9-1-1 calls.

9-1-1 Calls May Not Function

For technical reasons, the functionality of 9-1-1 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to:

  • if your service or your system (service) access equipment fails or is incorrectly configured
  • if your VoIP service is not functioning correctly for any reason, including power outages, VoIP service outage, suspension, or disconnection of your service due to billing issues, network, or Internet congestion,
  • network or Internet outage in the event of a power failure; you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls.
  • changing locations—if you move your system access equipment to a location other than that described in the Customer’s account information or otherwise on record with Intelligent Office

Keep other Users informed

The Customer must ensure full understanding of the 9-1-1 Service limitations and is responsible for notifying, and agrees to notify, any user or potential users of the VoIP services so that they are aware of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.

Cell phones and Mobile Applications

Mobile application & cell phone: It is recommended that the cell phone be used for 911 rather than any VoIP applications.

Intelligent Office limitations of liability

The Customer confirms that they have read and understood these 9-1-1 service differences. By accepting these terms, the Customer accepts Intelligent Office VoIP services on these terms, and hereby waives any and all claims or causes of action against Intelligent Office, its affiliates, underlying carriers, officers, directors, employees, agents or contractors, licensors, and suppliers arising from or relating to the Intelligent Office 9-1-1 service. The Customer also agrees to indemnify, defend, and hold harmless the above persons from any such claims for damages, including legal fees. The Customer’s waiver and indemnity in this section shall survive termination of this Agreement.

  • Internet Service Outage: The Customer acknowledges and understands that service outages by their Internet service provider will prevent Intelligent Office services being available.
  • Loss of Service Due to Power Failure: The Customer acknowledges and understands that the service does not work in the event of power failure and will resume when power is restored. A power failure or disruption may require a re-set or reconfiguration of the equipment prior to restoration of the service and normal service resumption.
  • Service Outage Due to Suspension of a Customer’s Account: The Customer acknowledges and understands that service outages due to suspension of the account because of billing issues will prevent all service elements from operating.
  • Other Service Outages: The Customer acknowledges and understands that if there is a service outage for any reason; such outage will prevent all services, including the 9-1-1 service.