VoIP and 911

Voice over Internet Protocol (VoIP) is a technology that allows voice communication using Internet Protocol networks instead of traditional analog telephone systems.

VoIP converts voice signals into digital data that can travel over the internet.

Depending on the service provider and equipment used, VoIP calls may be made from:

• A computer
• A VoIP-enabled telephone
• A traditional telephone connected through an adapter

Wireless internet connections in locations such as airports, parks, and cafés may also support VoIP calling services.

Calling 9-1-1 Using VoIP

When a 9-1-1 call is placed from a traditional landline telephone, the call is typically routed to a Public Safety Answering Point (PSAP), known in Sandy Springs as ChatComm.

PSAP personnel are generally able to identify the caller’s location and dispatch the nearest emergency responders.

VoIP users should understand that VoIP-based 9-1-1 services may have limitations and operational challenges.

Potential limitations include:

• Calls may fail to connect to the PSAP or may route incorrectly to a non-emergency administrative line.
• Caller phone numbers and location information may not automatically transmit to emergency dispatch personnel.
• VoIP service may stop functioning during power outages or internet service interruptions.

What VoIP Users Should Do

• Ensure that your current physical address is registered with your VoIP provider and update it whenever your location changes.
• Understand any limitations associated with your provider’s 9-1-1 service and prepare for potential service interruptions.
• Make sure family members, children, babysitters, and guests understand how your VoIP service works and are aware of any 9-1-1 limitations.
• Consider maintaining backup communication methods, such as:
  • A backup power supply
  • A traditional landline telephone
  • A mobile phone
• Verify that your wireless carrier also has your correct physical address information.
• Be aware that many PSAPs may not be able to receive text messages, photos, or videos.

Additional information about interconnected VoIP and 9-1-1 services is available from the Federal Communications Commission (FCC).

• FCC VoIP and 9-1-1 Service Guide