9-1-1 Emergency Calls Using Diallog’s VoIP Based Services

VoIP 9-1-1 service (a.k.a Basic 9-1-1) has certain limitations relative to the enhanced 9-1-1 services that are available on most traditional telephone services. These limitations apply to all Diallog’s VoIP based services such as SIP Trunking, Home VoIP services and others.

All 9-1-1 emergency calls that are made using Diallog’s VoIP services will be routed to a trained emergency services operator. If you are using Diallog’s VoIP services to make a 9-1-1 emergency call, you must verbally provide the operator with your location, so that the operator can route the call to the appropriate local 9-1-1 response centre serving the geographical area where the caller is located.

This is necessary due to the manner in which most VoIP services operate. Unless your VoIP service is configured for direct enhanced 9-1-1 access (certain limitations apply) your 9-1-1 emergency call will not automatically be routed to a 9-1-1 dispatch centre, nor will your location information and phone number automatically be delivered to the 9-1-1 operator.

You should be aware that 9-1-1 emergency calls that are made using Diallog’s VoIP services may take longer to be connected to the correct 9-1-1 response centre than calls made using a traditional wire line telephone. As well, the operation of Diallog’s VoIP services are subject to the availability of your network, which may be affected by power outages or other interruptions which may impact your ability to place calls regardless of whether your system is configured for Basic or Enhanced 9-1-1. If you make a remote VoIP based 9-1-1 emergency call (i.e. a call made from outside your local area network) from outside Canada or from a location within Canada that is not served by 9-1-1, the operator will not be able to complete this 9-1-1 emergency call.

For these reasons, it is advisable to use a traditional wire line telephone for 9-1-1 emergency calls whenever possible.

You also should be aware that it is the obligation of the subscriber to Diallog’s VoIP services to inform all users and potential users of these services about the nature and limitations of these services for the purpose of 9-1-1 emergency calls, as described above.

Diallog is not responsible or liable for any damages, costs, claims, losses or expenses (including, without limitation, any indirect, special, consequential, incidental, economic or punitive damages) that arise from, or are due to, any omissions, interruptions, delays, errors or defects in transmission of any 9-1-1 emergency call that is made using Diallog’s VoIP services.

If you have any further questions relating to this service or require clarification on anything presented within this document, please do not hesitate to contact a Diallog Representative at 1-888-443-3876.