VOIP CALLS
Voice over Internet Protocol (VoIP)
WHAT IS INTERCONNECTED VOIP SERVICE?
• Interconnected VoIP service allows you to make and receive calls to and from traditional phone numbers, usually using an Internet connection, possibly a high-speed (broadband) Internet connection, such as Digital Subscriber Line (DSL), cable modem, or wireless broadband.
• It can be used in place of traditional phone service.
THE PUBLIC SAFETY CHALLENGES OF VOIP SERVICES
• Traditional phone services have generally associated a particular phone number with a fixed address. Portable interconnected VoIP services enable consumers to take their home or business phone service almost anywhere.
• Because certain interconnected VoIP services can be used from virtually any Internet connection, the location of the caller cannot automatically be determined.
• The FCC has recently taken action to make sure that emergency calls from these VoIP services will get through to the appropriate public safety authorities, but there are certain things that consumers need to know.
• When you call 911 from a traditional telephone, the call in most cases is sent to a Public Safety Answering Point (PSAP) that is responsible for helping people in a particular geographic area or community. PSAP personnel often can automatically identify your location and direct the closest emergency personnel to that location. They also often can automatically identify your telephone number so that they can call you back if you are disconnected.
• Because VoIP service works differently from traditional phone service, consumers who use it should be aware that VoIP 911 service may also work differently from traditional 911 service. The FCC and VoIP service providers are striving to eliminate these differences, but some of them are:
§ VoIP 911 call may not connect to PSAP;
§ VoIP 911 service may ring to the administrative line of the public safety answering point (PSAP), which may not be staffed after hours, or by trained 911 operators;
§ VoIP 911 service correctly connected to the PSAP, but did not automatically transmit the user’s phone number and/or location information;
§ VoIP customers may need to provide location or other information to their VoIP providers, and update this information if they change locations, for their VoIP 911 service to function properly;
§ VoIP service may not work during a power outage, or when the Internet connection fails or becomes overloaded.
TIPS FOR VOIP SUBSCRIBERS
If you have or are thinking of subscribing to an interconnected VoIP service, you should:
• Provide your accurate physical address to your interconnected VoIP service provider to ensure that emergency services can quickly be dispatched to your location.
• Be familiar with your VoIP service provider’s procedures for updating your address, and promptly update address information in the event of a change.
• Have a clear understanding of any limitations of your 911 service.
• Inform children, babysitters, and visitors about your VoIP service and its 911 limitations, if any.
• If your power is out or your Internet connection is down, be aware that your VoIP service may not work. Consider installing a backup power supply, maintaining a traditional phone line, or having a wireless phone as a backup.
• If you have questions about whether the phone service you are receiving is an interconnected VoIP service, contact your service provider for further information.
FOR FURTHER INFORMATION
For more information about interconnected VoIP and 911 or about VoIP in general;
http://www.fcc.gov/cgb/consumerfacts/voip.html
www.fcc.gov/cgb/voip911order.pdf.
You can also contact the FCC’s Consumer Center at 1-888-CALL-FCC (1-888-225-5322)voice, or 1-888-TELL-FCC (1-888-835-5322) TTY.