What Is Interconnected VoIP
Service?
Interconnected VoIP service allows you to make and receive calls to
and from traditional phone numbers using a high-speed (broadband)
Internet connection (i.e., DSL and cable modem). It can be used in
place of traditional phone service. Typically, interconnected VoIP
technology works by either placing an adapter between a traditional
phone and broadband connection, or by using a special VoIP phone that
connects directly to your computer or Internet connection. While you
may choose to use interconnected VoIP service from a single location,
like a residence, some interconnected VoIP services can be used
wherever you travel, as long as a broadband Internet connection is
available.
The Public Safety Challenges of VoIP Services
Traditional phone services have generally associated a particular
phone number with a fixed address. Portable interconnected VoIP
services enable consumers to take their home or business phone service
almost anywhere. Because certain interconnected VoIP services can be
used from virtually any broadband connection, the location of the
caller cannot automatically be determined.
This portability raises a number of challenges to the emergency
services community. The FCC has recently taken action to make sure
that emergency calls from these VoIP services will get through to the
appropriate public safety authorities, but there are certain things
that consumers need to be aware of.
When you call 911 from a traditional telephone, the call in most cases
is sent to emergency service providers who are responsible for helping
people in a particular geographic area or community. These emergency
service providers often can automatically identify your location and
direct the closest emergency personnel to that location. They also
often can automatically identify your telephone number so that they
can call you back if you are disconnected.
But, consumers who use interconnected VoIP telephone service have had
difficulty and/or experienced problems accessing 911 services.
Examples of these problems include:
VoIP simply did not connect to 911;
VoIP service rang to the administrative line of the public safety
answering point (PSAP), which is not often staffed after hours, and is
usually not staffed by trained 911 operators;
VoIP service rang to the correct line of the PSAP, but did not
automatically include the consumer’s/customer’s phone number and/or
location information.
Customer must provide certain information (such as location
information) in order for the VoIP provider to set up 911 service, but
failed to do so (some customers claimed that 911 warnings were hidden
in pages of Terms and Conditions);
Customer moved VoIP service (phone number can be used anywhere the
customer has a broadband connection);
VoIP service did not work during a power outage;
VoIP service did not work when the broadband connection (cable modem
or DSL) went down or was congested.
The FCC is working to alleviate these problems and the risks to public
safety posed by interconnected VoIP services by requiring the
following, effective by the end of 2005:
All interconnected VoIP providers must automatically provide 911
services to all customers as a standard, mandatory feature without
customers having to specifically request this service. VoIP providers
may not allow their customers to “opt-out” of 911 service.
Before an interconnected VoIP service provider can activate a new
customer’s service, the provider must obtain from the customer the
physical location at which the service will first be used, so that
emergency services personnel will be able to locate callers who dial
911. Interconnected VoIP providers must also provide one or more easy
ways for all customers to update the physical location they have
registered with the provider, if it changes.
Interconnected VoIP providers must transmit all 911 calls, as well as
a callback number and the caller’s registered physical location, to
the appropriate emergency services call center or local emergency
authority.
Interconnected VoIP providers must take appropriate action to ensure
that their customers have a clear understanding of the limitations, if
any, of their 911 service. All providers must specifically advise new
and existing subscribers, prominently and in plain language, of the
circumstances under which 911 service may not be available through the
interconnected VoIP service or may be in some way limited by
comparison to traditional 911 service. They must distribute labels to
all subscribers warning subscribers if 911 service may be limited or
not available and instructing subscribers to place the labels on
and/or near the equipment used in conjunction with the interconnected
VoIP service.
Interconnected VoIP service providers must obtain affirmative
acknowledgement from all existing customers that they are aware of and
understand the limitations of their 911 service.
In some areas, emergency service providers are not capable of
receiving or processing the location information or call back number
that is automatically provided with 911 calls. In those areas,
interconnected VoIP service providers must ensure that the call is
routed to the appropriate public safety answering point.
Tips for VoIP Subscribers
If you have or are thinking of subscribing to an interconnected VoIP
service, you should:
Provide your accurate physical address to your interconnected VoIP
service provider to ensure that emergency services can be quickly
dispatched to your location.
Be familiar with your interconnected VoIP service provider’s
procedures for updating your address, and promptly update address
information in the event of a change.
Have a clear understanding of any limitations of your 911 service.
Inform children, babysitters, and visitors about your interconnected
VoIP service and its 911 limitations, if any.
If the power is out or your broadband connection is down, be aware
that your interconnected VoIP service may also be out. Consider
installing a backup power supply, maintaining a traditional phone line
and analog phone, or having a cellular phone as a backup.
While the new rules won’t be effective immediately, some providers may
implement 911 solutions sooner. Check with your interconnected VoIP
service provider if you have service now or if you initiate service
before the rules take effect.
For Further Information
For more information about interconnected VoIP and 9-1-1 or about VoIP
in general, see
http://www.fcc.gov/cgb/consumerfacts/voip.html |
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