Telstra provides Basic 9-1-1 that has certain limitations relative to the Enhanced 9-1-1 service that is available on most traditional telephone services. We want to make sure that you are aware of important differences in the way 9-1-1 service operates with Telstra when compared with traditional telephone service. Here’s what you need to keep in mind.
Differences between traditional 9-1-1 service and SIP Connect service
With traditional phone services, 9-1-1 calls are sent directly to the nearest emergency response center. With a local VoIP phone service, like Telstra SIP Connect, the 9-1-1 call is forwarded to a trained third-party emergency services operator who will verbally confirm the caller’s location so the operator can route the call to the appropriate local 9-1-1 dispatch center for the geographical area where the caller is located.
The 9-1-1 emergency call will not automatically be routed to a 9-1-1 dispatch center, nor will the caller location information and phone number automatically be delivered to the 9-1-1 operator.
Remember to provide your location
Because end-users can move their VoIP phone between locations and because, for technical reasons, the emergency operator may not have the name, location or contact information of the caller available, the caller must immediately inform the emergency operator of her location and contact particulars any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location.
Do not disconnect
Until the caller is told to do so by an emergency dispatcher, the caller should not disconnect the 9-1-1 call. If the caller is inadvertently disconnected, the caller should call back immediately.
Be prepared during any service interruption
Telstra SIP Connect phone service depends not only on Customer’s continued subscription (and payment) for the service, but also on Internet connectivity and power to function. 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 9-1-1 service.
For example, if the Customer’s end-user makes a 9-1-1 emergency call from outside the Customer’s local area network, or 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 the 9-1-1 emergency call.
It is advisable that customer use a tradition wireline telephone for 9-1-1 emergency calls whenever possible.
Keep your service address up to date
Telstra SIP Connect will attempt to provide the emergency operator with the end-user’s service address, based on the registered service location of the caller’s line. Customer will maintain end-user primary registered service locations updated at all times, and shall provide any changes to such end-user primary registered service location information by email/phone/Service Order Form to Telstra.
If Customer does not do this, the emergency operator may assume that you are calling from the last registered address.
Customer should be aware of the limitations of 9-1-1 emergency calls that are made using Telstra’s SIP Connect services. Customer will notify all of its end-users and potential end-users of Telstra SIP Connect of the interaction and/or limitations of E-911 with Telstra SIP Connect as set forth in the master service agreement. Customer is solely responsible for ensuring that users understand any 9-1-1 limitations of Telstra SIP Connect and make all other potential users of the service aware of these limitations. Applicable limitations of liability can be found in your Telstra customer agreement. Customer is solely responsible for any third-party claims and liability arising from Customer’s failure to so notify its end-users and potential end-users.
Customer is responsible for notifying its end-users and potential end-users of the following common events that can limit access to emergency calling via Telstra SIP Connect:
- Loss of Power. SIP Connect service will be interrupted if there is a loss of electricity/power supply.
- Loss of Broadband Service. SIP Connect service will be interrupted if the attendant broadband connection is not available.
- Failure of Equipment. The malfunction or failure of equipment, software, or hardware necessary for end-to-end Internet functionality (e.g. routers, IP phones, analog gateways, etc.) can limit access to emergency services.
- Failure to Register New Location of Equipment. Calls from a VoIP phone used at a location other than as follows: Telstra is not able to provide emergency services to an end-user unless, in Canada, the end-user’s location is a primary registered service location. Customers must inform Telstra via letter or email to their respective account managers if there are any changes to their end users primary registered service location.
- Non-Authorised Telephone Number. A call by an end-user using a number that is not registered with Telstra.
- Non-Native Telephone Number. A call by an end-user using a non-native telephone number (i.e., a telephone number from a local exchange area different from where the caller is located).
- LD-only Service. Emergency calling is not available with LD-only service.
- IP phones connected to an IP PBX indirectly. Emergency services cannot be reached from IP phones connected to an IP PBX indirectly connected to Telstra’s SIP Connect Network (e.g., IP phones at Customer’s internal remote sites as part of an IP PBX Centrex installation) that are not subscribed to an IP Trunking centralised multi-site environment.