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VOIP
(Voice over Internet Protocol)

What is it?

Voice over internet protocol (VOIP) is a new technology for transmitting ordinary telephone calls over the internet using packet-linked routes. It is also called IP telephony and Internet telephony.

General Information

It is expected that 12 million people will use the internet as a telephone service by 2007. Consumers who are considering buying internet-based telephone services should be aware that not all such services currently provide access to the 9-1-1 network. Sometimes 9-1-1 service is provided, but it is not the full service we are used to receiving via regular wire line telephones. When a person calls 9-1-1 from a wire line telephone, emergency service providers automatically know the caller's location and can direct emergency personnel to that location even if the caller is not able to provide an address. This is not always true for 9-1-1 calls placed from an internet-based phone. Some internet based phones only connect to the 9-1-1 Center through a non-emergency number which has less of a priority than a regular 9-1-1 call. Some internet based phones do not provide any connection with a 9-1-1 Center and 9-1-1 cannot be dialed from that telephone.

Considering VOIP? What to ask your provider.

· Does the offer include 9-1-1 service? If the advertising, whether in store brochures or oral communications is silent on the issue, it is likely that 9-1-1 is NOT provided.
· If the provider claims to provide 9-1-1 service, ask whether 9-1-1 calls are routed to the traditional 9-1-1 network? If yes, then the service is just like traditional telephone service for a fixed location.
· If not, ask the provider if they connect to 9-1-1 through a non-emergency ten-digit line. Most household providers currently connect this way and your 9-1-1 call is not given the same priority as a traditional 9-1-1 call. Also, your address and phone number are NOT received at the 9-1-1 Center.
· Can you take your telephone and telephone number to any location with a broadband connection? If so, it will be very important for you to update your location information every time you are somewhere new, and this does not guarantee that you will be connected to the correct 9-1-1 Center for your current location. Ask if your service provider allows for this.
· Will you be required to pay extra to receive 9-1-1 service? Wire line and cellular telephones collect and remit a surcharge to fund the technology needed for 9-1-1 Centers. VOIP Service providers may or may not be collecting and remitting this surcharge.
· How often are voice packets dropped? What is the overall quality? When calling 9-1-1 it is important that ALL the voice packets be delivered. If a voice packet is dropped when you are giving information to the 9-1-1 operator it could result in the operator not getting the correct or complete address or information about the call.
· If you have an alarm system, will your system be able to notify the alarm company in the event of a power outage? Broadband connections are dependent on power and power backups, where wire line phones are not.

Already have VOIP?

If you already have VOIP service, DO NOT dial 9-1-1 to test your access to the emergency response network. Getting non-emergency calls can badly strain the system, and prevent a caller with a real emergency from getting help quickly. Contact your VOIP provider for information about your connection to the 9-1-1 system.

The Federal Communications Commission (FCC) mandated VOIP providers to connect with the 9-1-1 system and provide a location and call back information to the 9-1-1 Center. Ask your provider about their plans for meeting this mandate and what you may need to do as a consumer to assure compliance.