Date of Last Revision: November 17, 2021
This policy forms part of, and is governed by the Customer Agreement and/or the Voxtell Terms of Service, as applicable. Terms used herein but not otherwise defined shall have the meanings ascribed to them in the Agreement or the Terms of Service.
Voxtell provides access to emergency calling services, allowing most Voxtell users to access basic 911 or Enhanced 911 (E911) service. Voxtell users with a Digital Line, using IP Desk Phones or Softphones, can dial 911 directly from their IP Desk Phones or Softphone.
Emergency calling services work differently then you may have experienced using traditional wireline or wireless telephones. Your access may differ depending on your location or the device you are using.
You must register the address of the physical location where you will use each Digital Line with Voxtell immediately upon activation of your End Point. This is your Registered Address. You or your Account Administrator must accurately register each individual line through your Digital Line Settings or the Administrative Portal. You must use Voxtell voice services only at the Registered Address provided for the applicable Digital Line.
If you move a registered device, you must immediately update the Registered Address with the new physical location of the device with Voxtell through the Administrative Portal or in your account settings. If you do not update the Registered Address, any 911 calls made from the device may be sent to the wrong emergency response center and will not transmit your current location information to emergency responders, delaying emergency assistance to you.
It may take up to several hours for the address update to take effect. Customers with more than one Digital Line are solely responsible for ensuring that an accurate and up-to-date Registered Address is maintained for each Digital Line, and that their End Users are aware of how the Registered Address can be changed.
Voxtell 911 service will not function (i) in the event of an Internet or power outage; (ii) if your broadband, ISP, or Voxtell Service is terminated; (iii), with respect to only the Voxtell Mobile Application, if you do not have mobile service, as the Voxtell Mobile Application cannot send emergency calls over Wi-Fi access; and (iv) in some countries. It is possible that network congestion may delay or prevent completion of any 911 call. You will not be able to complete a 911 call if you move to a physical location outside the country in which your Digital Line is provided, or if you are dialing from a Voxtell number that is not a Canadian or United States number.
Users uncomfortable with any of these limitations should use an alternate means of reaching 911.
When you dial 911 using voice services from Voxtell, the Voxtell phone number and the Registered Address you have provided is sent to the local emergency center serving your location. In some areas, emergency operators have access to this information; however, in areas where only basic 911 service is available, the emergency operator answering the call may not be able to see your Voxtell telephone number or your Registered Address. You should always be prepared to provide the emergency operator with your Voxtell telephone number and Registered Address in case the call is dropped or disconnected. If you are unable to speak, the emergency operator may not be able to send help to your location and/or call you back should the call be disconnected. Voxtell does not control whether or not the emergency operator receives your telephone number and Registered Address.
In some cases, 911 calls dialed from your Voxtell device cannot be directed to the local emergency response center, and are instead directed to a National Emergency Call Center (the “NECC”). That might happen if there is a problem validating a Registered Address, if the Registered Address is an international location, or if the Registered Address is in an area that is not covered by the landline 911 network. 911 calls that are directed to the NECC may not include your Voxtell telephone number or your registered address. Trained operators at the NECC 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.
Calls to 911 placed through the Voxtell Mobile Application on a smartphone are automatically routed to the native dialer on the smartphone, 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. The Voxtell Mobile Application cannot place emergency calls over Wi-Fi access. Emergency dialing is not available through the Voxtell Mobile Application on tablets or other mobile devices without a native phone dialer and a wireless service plan.
Customers must notify any employees, contractors, guests, or persons who may place calls using the Services or may be present at the physical location where the Services may be used, of the limitations of Voxtell 911 Service from your Voxtell IP phone, other equipment, or the Voxtell Softphone. Customer must affix a Voxtell-provided sticker warning that 911 services may be limited or unavailable in a readily visible place on each piece of equipment that might be used to access or use the Services, as required by 47 C.F.R. § 9.5.
The availability of certain features, such as transmission of a Registered Address or your Voxtell telephone number, depends on whether local emergency response centers support those features, and other factors outside of Voxtell’s control. Voxtell relies on qualified third parties to assist us in routing 911 calls and text messages to local emergency response centers and to the NECC. Voxtell does not have control over local emergency response centers, the NECC, emergency responders, or other third parties. Voxtell disclaims all responsibility for the conduct of local emergency response centers, the NECC, third parties engaged by Customer to facilitate address updates, and all other third parties involved in the provision of emergency response services. To the extent permitted by applicable Law, you hereby release, discharge, and hold harmless Voxtell from and against any and all liability relating to or arising from any acts or omissions of such third parties or other third parties involved in the handling of or response to any emergency or 911 call.
Customer indemnifies and holds harmless Voxtell, and any third-party provider(s) from any and all third-party claims, losses, damages, fines, or penalties arising out of: (i) Customer or its End User’s provision to Voxtell of incorrect information, including physical addresses, or failure to update a Registered Address; (ii) Customer’s failure to properly notify any person who may place calls using the Services of the 911 limitations; or (iii) the absence, failure, or outage of emergency service dialing using the Services for any reason; and (iv) the inability of any End User to be able to dial 911 or access emergency service personnel for any reason.