How does 9-1-1 work on a VoIP phone system?

How 9-1-1 is routed on VoIP

On a traditional landline, the phone company knows where the line physically terminates. On VoIP, a phone or app can connect from anywhere with internet, so the network cannot see where you are. Instead, a 9-1-1 call is routed based on the service address you registered, and the dispatcher may need to confirm your location by voice before sending help.

In Canada, VoIP providers are required to provide 9-1-1 service and to inform customers of the ways it differs from a landline. This is why you see a 9-1-1 notice during setup and why the registered address matters.

What 3CTel confirms with you

• The registered service address for 9-1-1 is confirmed with you at setup, for each location where phones are used.
• Users who work from home or travel should be told to update their address or to call 9-1-1 from a cell phone, which uses the cellular network's location methods.
• A limitations notice is provided so everyone who uses the system understands the differences from a landline.

Limitations to be aware of

• If your internet or power is out, VoIP phones cannot place any call, including 9-1-1. Keep a cell phone available as a backup.
• If a phone is moved to a different address without the registration being updated, a 9-1-1 call may be routed to the wrong emergency centre.
• Softphone apps on laptops and cell phones can be used from anywhere, so the registered address may not match where the caller actually is. Always state your location to the dispatcher.
• Multi-location businesses should register each site separately so calls from each office route correctly.

To update the address, contact your 3CTel specialist or support, or in the admin portal open Numbers → Emergency Address. A 3CTel specialist can make this change for you. Do this before the move, not after.