IMPORTANT NOTICE CONCERNING 911 AND EMERGENCY SERVICES AND 8X8 VIRTUAL OFFICE AND VIRTUAL CONTACT CENTER
(Last updated on March 19, 2018)
General. VoIP services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network. While appearing similar to traditional telephone services, the nature of VoIP services creates unique limitations and circumstances that differentiate VoIP services from traditional telephone services. The following provisions describe some of those differences and limitations. You acknowledge that differences exist between traditional telephone service and VoIP services, including the lack of traditional 911 emergency services.
Placing 911 calls.
IP Desk Phones and Soft Phones – With traditional telephone services, your 911 call is routed to the appropriate local Public Safety Answering Point (“PSAP”) based on your automatically generated location information. With IP Desk Phones or Soft Phones over VoIP Services, your 911 call is forwarded to an intermediary third-party call centre that routes your call to the appropriate local PSAP. This call centre is different from the PSAP that would answer a traditional 911 call, and consequently, you may be required to provide your name, address, and telephone number to the call centre so that it may route the call to the correct PSAP.
Mobile Application – If you dial 911 from 8x8 Virtual Office mobile application, the call will be automatically re-directed to the native dialer on your mobile phone, 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.
How your information is provided. When a 911 call is placed, the VoIP service will attempt to automatically provide the emergency service operator with the name, address, and telephone number associated with your account. However, due to technical limitations, the dispatcher receiving the call may not be able to capture or retain such information. Therefore, when making a 911 call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to locate you if your location information is not current.
Disconnections. You must not disconnect the 911 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or contact information. If you are inadvertently disconnected, you must call back immediately.
Connection time. Due to technical reasons, including network congestion, it is possible that a 911 emergency call will produce a busy signal or will take longer to connect when compared with traditional 911 calls.
911 calls may not function. Due to technical reasons, the functionality of 911 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to:
Failure of service or your service access device – if your system access equipment fails or is not configured correctly, or if your VoIP service is not functioning correctly for any reason, including without limitation power outage, VoIP service outage, suspension or disconnection of your service due to billing issues, network, or Internet congestion, or network or Internet outage. In the event of a power, network or Internet outage, you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 911 emergency calls.
Changing locations – if you move your system access equipment to a location other than that described in your account information or otherwise on record with 8x8.
Alternate services. If you are not comfortable with the limitations of 911 emergency calls, 8x8 recommends that you consider an alternate means for accessing 911 emergency services over traditional telephone services.