E911 Emergency Services
  • 22 Jun 2023
  • 3 Minutes to read
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E911 Emergency Services

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Article Summary

Dialpad offers Enhanced 911 (E911) service to ensure emergency response teams can locate you in case of an urgent call. Admins must provide a physical address at signup, and team members will be asked to confirm their E911 location. Locations can be set at the office level and individual user level. Emergency contacts and admins will receive notifications when their offices change E911 locations or someone calls emergency services from Dialpad. Room phones also have E911 locations which can be updated or reviewed in the Admin Settings.

When you create your Dialpad account, you’ll be asked to confirm your E911 address.

E911 stands for Enhanced 911, and it’s part of the 911 system that automatically ties a location to the call —  ensuring emergency response teams can locate you in case you call for urgent assistance.

Let's dive into the details.

Who Can Use This Feature
E911 dialing for emergency services via Dialpad is available on all plans.

Set Your E911 Location

Admins must provide an E911 location at signup. The address must be a physical location, a PO box cannot be used as an E911 address. 

When team members first access their Dialpad accounts, they will also be asked to confirm their E911 location.

E911 locations can be set at the office level and at the individual user level.  

Edit Office E911 Location

To edit your office E911 location, head to your Admin Settings from Dialpad.com 

  1. Navigate to Registered Location for Emergency Calls
  2. Select Edit
    e911_office_settings.png
  3. Enter the new E911 address
  4. Choose if you'd like to apply this E911 location to all existing team members, only new new team members or all team members using the default office address.
  5. Select Verify Address

office_e911_options.png

Edit Personal E911 Location

To edit your personal E911 location, head to Your Settings from Dialpad.com 

  1. Navigate to For Your Safety
  2. Select Edit beside the E911 address
  3. edit_personal_e911_.png
  4. Enter the new address
  5. Select Apply Changes
  6. Confirm the new address

Emergency Notifications

Emergency contacts and Admins will receive notifications when their Offices change E911 locations as well as when someone calls emergency services from Dialpad.

To edit or review who will be notified, head to your Admin Settings from Dialpad.com 

  1. Select Office Settings
  2. Navigate to Registered Location for Emergency Calls
  3. Select View/Edit beside how many people will be notified edit_e911_notification.png

A popup will open, displaying who your notification contacts are, and their notification methods (email, SMS or call).

  • To add a new emergency contact, select Add emergency contact
  • To remove an emergency contact, select Remove

e911_notificaitnos.png

Emergency notifications include the user who called emergency services, the number they dialed, and the time of the call.

Change of Address Notifications

Default settings for change of address notifications are:

  • Company Administrators: Notified for every Office
  • Regional Administrators: Notified for their regional Office(s)
  • Office Administrators: Notified for their specific Office

Want to make an adjustment on who ends up being notified? Reach out to our Support Team.

E911 Room Phone Settings

Room phones also have E911 locations. 

To update or review your room phone's E911 location, head to your Admin Settings from Dialpad.com 

  1. Select Office 
  2. Select Desk Phones
  3. Select Options beside the desired phone
  4. Select Edit
    edit_desk_phone_e911.png
  5. Navigate to Registered Emergency Services Location
    edit_room_phone_e911.png
  6. Select Edit
  7. Enter the new address
  8. Select Verify and confirm the changes

Test Your E911 location

The 933 service is a courtesy text-to-speech service that Dialpad offers as part of our 911 package. It’s intended to be used during the onboarding process to test connectivity to emergency services for the 911 service prior to making live 911 calls. When an end user dials 933, it will return the phone number and address provisioned in the portal.

Note:

Although the 933 service is available anytime (please limit to 1 call per minute), it isn't meant to be used as a fully functional address verification service. To verify the full address, it's best to check the provisioned address directly in the portal or via the API call. The 933 readback messages are also available via email notifications.

The 933 service only applies to phone numbers in the US and Canada.

When you make a 933 call, the service will read the number you’re calling from and the address that was provisioned for that number. If the address isn’t the one you configured, please update the appropriate office, user or room phone.

A 933 call resulting in an error code indicates an issue preventing the location from being provisioned. Depending on the issue, the message may provide additional details to help identify the root cause.

Status

Response Message

Explanation 

Provisioned

“You have reached the 911 Address Validation Service. You are calling from [1+number]. Your 911 address is [text-to-speech of Address_Line_1, Address_Line_2, City, State, Zip, CountryCode]. Your 911 service is active.”

The phone was correctly installed and the 911 information was properly provisioned. No further action is needed. 

Unprovisioned


"You have reached the 911 Address Validation Service. You are calling from [1+number]. There is no record found matching this telephone number. The 911 PSAP routing service for the number you are calling from is not active, and a 911 call would be routed to the national Emergency Contact Center. Please contact your service provider immediately to configure your 911 service. Reference code 1A.

The phone number wasn’t found because no endpoint record exists for it. Please confirm the location for this user/device, and re-test. Contact Dialpad Support for further details.



FAQs

Can I use E911 via Dialpad on a mobile device?

Yes. If you call 911 from the Dialpad mobile app, the call will be handed over to your local dialer.

Is there a cost for E911 service?

Yes. E911 service is required by the federal government and you'll see this fee noted on your monthly invoice, alongside other taxes and fees.


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