E911 Service Disclosure of Capabilities for Voice over Internet Protocol (VoIP) Service. How 911 works on CloudVoice, when it may not work, and what you must tell the people who use your phones.
Last updated: October 6, 2026
The following E911 Service Disclosure of Capabilities for Voice over Internet Protocol Service (the "E911 Service Disclosure") is incorporated into each Service Order, Services Agreement, Change Order Agreement, and/or other agreement between Dial800 Telecom LLC ("Dial800," "we," "us," or "our") and the Customer (the "Agreement"); the defined terms of each such Agreement are incorporated herein by reference. It applies to all CloudVoice VoIP services, including UCaaS, CCaaS, and Microsoft Teams Direct Routing.
Important: 911 calling over VoIP has limitations that traditional telephone service does not. 911 may not work if your internet connection or power fails, and emergency responders may be sent to your registered location rather than your actual location if you use your phone or softphone somewhere else. Keep your registered E911 address current for every number and user, and make sure everyone who uses your CloudVoice service understands the limitations described below.
The Federal Communications Commission's June 29, 2005 ruling on enhanced 911 ("E911") service requires all interconnected Voice over Internet Protocol ("VoIP") service providers to ensure that their VoIP customers are provided with a clear understanding of their E911 emergency services capabilities. Dial800's VoIP service was specifically designed to provide Dial800's customers with E911 service on a par with the E911 services offered by traditional telephone companies. However, there are certain limited situations in which Dial800's E911 service will not be available to the Customer, and this E911 Service Disclosure provides important information about Dial800's E911 service in those limited situations.
E911 service is available 7 days per week, 24 hours per day. Dial800's E911 service routes 911 emergency calls to the nearest public-safety answering point ("PSAP"). Upon activation of the Customer's VoIP service, Dial800 enters the Customer's registered location and telephone numbers into the local E911 database (the same database used by the traditional telephone companies), which enables the nearest PSAP personnel to identify the originating telephone number and registered location of the call. This information is then used to route the 911 call to the nearest emergency response unit (e.g., local police, fire, or medical services) corresponding to the originating telephone number and registered location.
When establishing new VoIP service, porting telephone numbers, or adding telephone numbers, Dial800 updates the local E911 database with the new telephone number and registered location. While Dial800's E911 service is completely functional upon activation so that the Customer is instantly able to dial 911 and reach the assigned PSAP to report an emergency, the enhanced feature of displaying the Customer's telephone number and registered location may not be immediately available until such information is posted to the E911 database.
Dial800 submits E911 database changes on a daily basis when changes are reported by customers to Dial800. In accordance with industry standards, however, it may take up to three (3) business days or, in some cases, longer for such changes to post to the E911 database. In those instances where registration may not yet have occurred, or in some geographic areas where PSAP facilities are not equipped to automatically receive E911 registered location and call-back information, a 911 caller may need to provide the PSAP operator who receives the 911 call with the caller's location and call-back telephone number.
Dial800's E911 service will not be available to the Customer in certain circumstances, including, but not limited to:
Customers may use their VoIP service with Dial800 at a remote site (for example, a Customer or a Customer's employee works from home or from a location other than the registered location for the Customer's VoIP service), or may use a VoIP telephone, softphone, or Microsoft Teams client at a location other than the registered location associated with that telephone number. In these situations, if the caller dials 911, the address information displayed to the emergency dispatch center will be the registered location (most likely, the Customer's office location), not the remote caller's actual location, and the 911 call will be directed to the emergency dispatch center nearest to the registered location rather than the caller's remote location.
Accordingly, the Customer is advised to have an alternate means of accessing 911 at such non-registered locations (for example, a mobile phone) that will correctly display the physical address from which the Customer is calling and route the 911 call to the nearest emergency response unit.
The Customer agrees to:
CloudVoice lets you manage the E911 dispatch address for each subscriber from your Dial800 dashboard. Whenever a user or device moves — permanently or temporarily — update the registered location before placing calls from the new location, or contact support for assistance. Remember that changes are submitted daily and, per Section 1, may take up to three (3) business days or longer to post to the E911 database.
Questions about E911 on CloudVoice, or help updating a registered location? Contact us:
See also the CloudVoice Terms of Service and CloudVoice Acceptable Use Policy.