E-MetroTel is committed to the safety and well-being of our customers. Please read this agreement carefully and confirm that you have read and understood it before activating service.

Summary of Key Points

• 911 calls placed over E-MetroTel service are routed to the appropriate Public Safety Answering Point (PSAP) based on your registered address and Caller ID.
• You must keep your registered location information current. If you move any phone or use it from a new location, you must update its registered address with E-MetroTel before using it.
• 911 service may not work during a power outage, broadband outage, network failure, or if your Internet or E-MetroTel service is suspended.
• You must place E-MetroTel-provided 911 warning stickers on or near each phone and inform all users that VoIP 911 service works differently from traditional landline 911. 
• All users must be prepared to confirm their location to the PSAP operator when they dial 911.

How 911 Calls Are Handled

When a call is placed to 911, E-MetroTel uses your registered address and outbound Caller ID to route the call to the correct PSAP serving that location.

The PSAP will:

• Attempt to use the registered address information and call-back number provided by E-MetroTel.
• Dispatch emergency services to the registered address if confirmed by the caller.
• If you cannot speak, responders may still be sent to the registered address on file.

Location Registration and Updates

• The location of your main phone is automatically registered using the address you provide for your main number.
• If you have phones at more than one location, you must register additional numbers (DIDs) for those locations and configure your system to send the correct number when dialing 911.
• If you move a phone, install a softphone, or connect remotely, you must update the registered location with E-MetroTel before using 911 service.
• To update a phone’s location, use the E-MetroTel portal or contact  your reseller. Direct customers of E-MetroTel should contact [email protected].

Compliance With U.S. Law

This service complies with:

• Kari’s Law: Direct 911 dialing must be enabled on your system without requiring a prefix (such as dialing 9 first). E-MetroTel UCX supports this configuration and your administrator is responsible for enabling it.
• RAY BAUM’S Act: You are responsible for ensuring that a 911 call from each extension delivers  a dispatchable location (street address, floor, room, or other detailed location information) to the PSAP for fixed and non-fixed endpoints.

Optional PBX System Configuration

Customers using E-MetroTel’s UCX are encouraged to:

• Enable internal on-site notification of 911 calls where possible, so security or management personnel can assist emergency responders. On-site notifications can be sent via phone call, email, or SMS messaging.

Limitations of 911 Service

• If you fail to update your address after moving a device, emergency responders may be dispatched to the wrong location.
• 911 service will not function during power outages, Internet failures, or if your VoIP service has been suspended or disconnected.
• Location information may not be available for calls placed from Wi-Fi or softphone clients if the registered address is missing or out of date.
• After a network or service outage, you may need to verify your system configuration and run a test call (933) before assuming 911 is functional again.

During an Emergency Call

The person placing the call should:

• Be prepared to clearly state the address and call-back number to the PSAP operator.
• Remain on the line until instructed to hang up. If the call is disconnected, dial 911 again.
• Ensure that everyone in the location understands these steps.

Customer Responsibilities

By using E-MetroTel voice services, you agree to:

• Keep all phone location information current and update it before moving phones or activating new locations.
• Inform all users at your premises that VoIP 911 service may function differently than traditional wireline 911.
• Ensure your premises are within a PSAP service area supported by E-MetroTel 911 services.
• Test your configuration by dialing 933 to confirm that the Caller ID and location information are correct.
• Understand that E-MetroTel cannot control how 911 calls are answered or handled by PSAPs and that routing relies on third-party databases which may occasionally be incorrect.
• Release E-MetroTel, its officers, directors, employees, and agents from liability for failure of the 911 service, except in cases of gross negligence, recklessness, or willful misconduct.
• Affix 911 Warning Stickers: Customer agrees to affix E-MetroTel-provided 911 warning stickers, or equivalent conspicuous notice, on or near each VoIP phone, softphone workstation, or other device used to access the E-MetroTel voice service. Stickers are available as a downloadable PDF (Avery 22805 compatible) from this link: EMT_911_Stickers_USA. It is the Customer’s responsibility to ensure that all users can clearly see this warning and understand that VoIP 911 service may function differently from traditional wireline 911 service.

Acknowledgment

By activating service, you acknowledge that you have read and understood this 911 Services Agreement, including the limitations of VoIP 911 service, and that you are responsible for keeping your registered location information current and informing all users of these limitations.