When you call 911, the address associated with your phone number is used to direct the call to the correct local emergency response units, known as Public Safety Access Points (PSAPs), which is a special 911 call center belonging to the local police, fire, and ambulance services. The PSAP, in turn, uses that address to direct the emergency response units to your location.
To ensure rapid response times, 911 addresses are standardized so that they are accurate and unambiguous for the emergency response units. The PSAPs are responsible for standardizing all addresses in their jurisdiction. That record of standardized addresses is known as the MSAG (Master Street Address Guide).
When activating a number, we require an address to be associated with it. Sometimes the address provided initially isn’t in a standard format (referring to a street by a nickname versus the official name, omitting the directional, outdated street name, etc.), which can cause confusion and delay response times for emergency services, or worse.
To best serve you, we validate every address back to the MSAG. If the address cannot be validated, we will contact you to correct it.
If an address is not validated, calls to 911 will not only be charged a fee but will also add a delay to the routing process while the national call center agents ask the address. In worst-case scenarios, if the caller is unable to communicate clearly, the call could not get routed at all, which could result in death and legal action. It is important to address rejections in a timely manner and to ensure your address recorded with us is the correct address.
911 for Remote Office Users
Each phone is set with a 911 callback number and an associated location address. This allows remote users to be part of the company phone system and still send their remote office address and direct callback number to the 911 operator if they dial 911. If your caller ID information is incorrect, please contact Customer Support to fix it.
If there is a power or internet outage, your phone may be unavailable to place a 911 call.