8x8 EMERGENCY CALL NOTICESlink to this section

(Last updated on January 31, 2024)

Emergency Calling Notices: United States and/or Canada

1. GENERAL

911 emergency services for X Series and Express work differently than 911 emergency services for traditional wireline telephone services. The following provides an overview of how 911 emergency services work for 8x8 X Series and Express.

2. 8X8 911 EMERGENCY DIALING

IP Desk Phones and 8x8 Work Desktop Applications: Emergency dialling for IP desk phones and the 8x8 Work Desktop application works by routing a 911 call to the appropriate local emergency services operator based on the physical location for the IP desk phone or 8x8 Work Desktop application. The emergency services operator also receives the physical location information associated with the 911 call. The physical location can be determined in several different ways depending on how the service is configured and where the IP desk phone or 8x8 Work Desktop application is located when a 911 call is placed.

  • Automatically: When Nomadic 911 service is enabled for X Series and a 911 call is placed from a location covered by the Nomadic 911 service, the location will be determined automatically, and this location information will be transmitted to the appropriate local emergency service operator with the 911 call. Nomadic 911 service allows you to specify the location for the IP access points in your office(s). When a compatible IP desk phone or the 8x8 Work Desktop application is connected to a mapped IP access point, the location information for the IP access point will be used if the user places a 911 call. For additional information about Nomadic 911 see https://support.8x8.com/cloud-phone-service/voice/admin-console/setup/Nomadic_911/Nomadic_911_FAQ?_ga=2.193022766.2045665342.1654796081-318855838.1654796081.
  • Customer Specified Location: Where Nomadic 911 service is not enabled or where a 911 call is placed from a location not covered by the Nomadic 911 service, the routing for a 911 call will be determined based on the customer specified location and the customer specified location will be transmitted to the local emergency services operator with the 911 call. You can update the location for 911 calls on 8x8.com, the account management portal, or by contacting 8x8 Customer service. Where Nomadic 911 service is enabled, and the user uses the 8x8 Work Desktop application outside the locations covered by the Nomadic 911 service, the user is prompted to update his or her location.

3. For Nomadic 911, it is your responsibility to ensure that the locations for the mapped IP access points are correct. For customer specified locations, it is your responsibility to ensure that the location information is correct. Please note that it can take several hours for the initial or updated location information to become effective.

4. In certain circumstances, 911 calls will be routed to a National Emergency Call Center including: (1) location information has not become effective, (2) location information cannot be validated; (3) end user with Nomadic 911 did not update his or her address for a location outside the mapped IP access points, and (4) specified location is in an area not covered by the landline 911 network. 911 calls that are routed to the National Emergency Call Center may not include your telephone number or your location. Trained operators at the National Emergency Call Center 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.

5. Work Mobile Applications: When a user dials 911 from the 8x8 Work Mobile application, the 911 call will be automatically routed to the native dialer on the user’s smartphone, and the call will be handled by the user’s wireless service provider if wireless service is available.

6. LIMITATIONS FOR 8X8 911 SERVICE.

Power and Broadband Outages: Emergency dialing for IP desk phones and 8x8 Work Desktop will not function in the event of a broadband, power or ISP Service failure or disruption. If there is an interruption in the power supply, a power surge or a power failure, the Service and emergency dialing will not function until power is restored.

Service Suspension or Termination by 8x8: A Service outage or suspension (including, without limitation, suspension of Service due to billing issues or delinquent or unpaid invoices) or termination of Service by 8x8 will prevent ALL Service, including the ability to make emergency 911 calls.

Emergency Calling Notices: United Kingdom and/or Europe

1. GENERAL

This notice applies to 8x8 Virtual Office and 8x8 Virtual Contact Centre services ordered by the relevant 8x8 customer (“Customer”) and provided to a location of Customer (as identified by a physical address specified in Customer’s agreement) in the United Kingdom (the “UK”) or Europe (the “In-Scope Services”).

2. The common emergency access number in the UK (in addition to 999) and Europe is 112 (together the “Emergency Numbers”). Emergency Numbers can be accessed, free of charge, if the In-Scope Services are fully operational and accessed from within the relevant country. Customer acknowledges that the following limitations/requirements may apply:

  • If Customer uses the In-Scope Services outside the country where those part(s) of the In-Scope Services have been expressly provisioned by 8x8 to be used (Customer’s “Service Location”), Customer will not be able to call the Emergency Numbers in such Service Location, or such calls may be routed to an incorrect answering point.
  • Any outage (including without limitation an electrical or broadband service outage) of or affecting the In-Scope Services may prevent access to Emergency Number dialling/calling.
  • Customer’s failure to maintain accurate and current account, agent/user, and/or registration information may prevent emergency operators/authorities from identifying the calling party’s location and/or phone number. Only location information of Customer’s primary office as notified to 8x8 (and not extension information) will be provided to emergency services.
  • When Customer dials an Emergency Number, it must promptly and clearly state its location and phone number, as emergency operators and authorities may not have this information. The operator may ask for specific information to correctly transfer the call to a local emergency services department such as police, fire brigade, rescue, coastguard, etc.
  • Emergency operators/authorities may be unable to identify Customer’s phone number in order to call back if the call is unable to be completed or is dropped or disconnected, Customer is unable to communicate its phone number, or the In-Scope Services are not operational for any reason. Emergency operators and authorities may also be unable to hold the line open in the event the calling party hangs up.