Hosted PBX 911 Emergency Service

VoIP 9-1-1 emergency service is different than traditional telephone 9-1-1 services. See enclosed documents for further important details.

We want to make sure that you are aware of important differences in the way 911 Emergency Service operates with a Hosted PBX Phone System when compared with traditional telephone service. Here’s what you need to keep in mind:

Differences between Traditional 911 Emergency Service and Hosted PBX 911 Service

With traditional phone services, your Emergency 911 call is sent directly to the nearest emergency response centre.

With Hosted PBX phone service, your Emergency 911 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre.

This third-party service provider is different from the Public Safety Answering Point (PSAP) that would answer a traditional 9-1-1 call, which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call centre.

Remember to verify your location

You can move your Hosted PBX phone between locations you must immediately inform the emergency operator of your location and contact particulars any time you call 911. You should provide the emergency operator with;

1.            Your name

2.            Your location

3.            Your contact information

Do not risk sending police or ambulance services to the wrong location.

Be prepared during any service interruption

Hosted PBX phone service depends on Internet connectivity and power to function, along with your continued subscription (and payment). In the event of power, network, or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your Emergency 9-1-1 service.

We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services during any service interruption.

Do not disconnect

Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are inadvertently disconnected, call back immediately.

Keep your service address up to date

VaxStream will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated. If you do not do this (for example, if you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling from the last registered address.

Inform other users

You must notify those in your organization and other potential users of your Hosted PBX phone service of the nature and limitations of 9-1-1 emergency calls. To make this easier, attach stickers in a visible location on your telephone sets especially in shared spaces.

Limitations of Liability

VaxStream’s terms of service limit and disclaim liability related to Hosted PBX Emergency 9-1-1 service, so please read these carefully.

Hosted PBX 911 Information Form

VaxStream needs your information to be provided to the 9-1-1 Emergency Service. Please click here to download the form, fill it then email it back to us.