E911 - VoIP.ms Wiki

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Enhanced 911 and VoIP


The basic 911 system works by pinpointing a caller's location by the land line phone number. The call is automatically routed to the closest Public Safety Answering Point and the dispatcher at that point contacts the closest emergency services personnel to deal with the call.

However, with wireless and voip phones, the original 911 system became unable to pinpoint a caller's location and if the caller was unable to identify or describe a location, emergency personnel were hampered in providing assistance.

E911 is the solution for this. When an emergency (e911) call is placed over VoIP.MS network In the USA, the physical address you will enter at the time of e911 registration for a specific DID will be passed along to your local PSAP, providing the dispatcher at the PSAP with the exact location where help is required. Please note that Puerto Rico can now be provisioned for e911, however it does not work in the same fashion as the rest of the USA. The address information will not be transmitted and displayed at the PSAP, thus needing the caller to provide the address verbally when calling.

Canadian 911 service is handled a little differently. All Canadian calls to the National 911 call center are answered by a dispatcher who will access the 911 service provider´s database to pull the location as well as verbally ask the caller for their location before transferring the call to the caller´s PSAP verbally giving the PSAP the location and then connecting the caller. This is the way all VOIP 911 Calls are treated in Canada

You can activate this service at your Customer Portal >> DID Numbers >> E911.

Important Note:

Note that if your DID from Voip.ms is not subscribed to the E911 service, attempting to make a call to 911 will result in a   
busy signal, since your callerID (which should be a valid DID or number) won't be in Voip.ms Database. This will result by not
reaching the desired destination. Also make sure to read the Terms and Condition at the end of the page.

Update as of October 2021

Due to new regulations for E911 services, softphones on mobile devices will start using the native mobile dialer to place calls to the emergency services. It is possible that not all softphone devices will provide this functionality and it is highly suggested to come into close communication with the softphone provider for further questions.


Use of e911 Service costs a recovery setup fee of $ 1.50 on activation and a regulatory recovery fee of $ 1.50 per DID number activated per month. VoIP.MS does not make a cent on this charge, it is simply what must be paid to provide this service.

Please note you can enable this service only for Canadian or US numbers (including USA or Canadian toll free numbers). 
You just have to click on the checkbox button in order to start the process to enable the service for this number. 

E911 new.png

After this you can verify the Terms & conditions regarding of this service. Just please read them carefully and click on "I agree to the Terms and Conditions" if you wish to enable E911.

Click here to read Terms & conditions regarding this service. E911 TOS

A new window will request some required information that will be used for the e911 service. Just fill the required fields and be sure to use the correct address. After this, click on the Validate button and if everything is fine, you will receive an email confirmation.


Once your e911 service is active, you have to set your DID number as your outgoing Caller ID number for your main account or Sub Accounts you are going to use to dial out.

You can set the Caller ID number for your main account at your Customer Portal >> Main Menu >> Account Settings >> General tab >> "Caller ID number" option.

If you are going to use a sub account to dial out, you can set the Caller ID for it inside your Customer Portal >> sub account >> Manage sub account >> Edit >> Caller ID number.

To test that your Caller ID is working properly, you can Dial 1-555-555-0911 from VoIP.ms Network. The system will playback your Caller ID, then make a short pause, and play the test result. To make sure your device/switch is correctly configured for e911, you must ensure that your Caller ID number matches exactly the DID number that is activated for 911. That is the only way to identify you correctly. Otherwise your 911 call will not go through. Correctly formatted Caller ID consist of a 10 digits number, identical to your DID. For example, if your DID is 555.555.1234, your Caller ID number should be 5555551234.

If at any time you need to change your address, you just need to select the "Modify" icon (The one with the pencil and paper). After this you will be able to change your e911 information and after the information has been approved, you will be confirmed by email and the e911 service will be updated.


VoIP.ms 911/e911 Emergency Service: Terms of Service


The Company: VoIP.ms, its contractors, agents, employees, associates, shareholders, partners and anyone working with or for VoIP.ms and it's subsidiaries.

Customer - You, the person or entity, and it's contractors, agents, employees, associates, shareholders, partners, or associates using the VoIP.ms service.

911 - Emergency call service typically used for delivering emergency calls to a public safety access point.

PSAP: Public Safety Answering Point, VoIP: Voice over IP

Terms & Conditions

Due to recent pursuant FCC rulings and regulations, all customers who are using VoIP.ms services as their primary residential or business telephone carrier must activate 911 Emergency Services on at least one of their DIDs.

Enhanced 911, the portion of our 911 service which delivers physical address information to your local PSAP is not guaranteed. It is possible that your physical address information may not be passed to the PSAP dispatcher. On occasions such as this you will be required to give the dispatcher the location of your emergency in order to receive emergency service assistance.

Due to the nature and instability of VoIP networks, we cannot and do not guarantee your emergency call will go through. Loss of power, Internet access and or several other conditions may cause 911 to be inoperable. We have no control over those types of situations therefore are not held liable. VoIP.ms will do everything within their power to prevent service outages within it's network.

In order for e911 address information to be passed to your local PSAP dispatcher, you must set your outbound Caller ID value to the specific DID you are purchasing e911 service for. Therefore, by agreeing to these Terms & Conditions you the customer agree to set the outbound Caller ID number to the DID you have enabled e911 services for when making an outbound 911 emergency call.

We have added an extension to our network which all VoIP.ms users may call to test their Caller ID value. At any time, you may test your outbound Caller ID value by dialing '1-555-555-0911' through our network.

By using VoIP.ms's Enhanced 911 service, the customer agrees that VoIP.ms, it's contractors, executives, members, customers, agents, employees, carriers, 911 providers, and any anyone else associated with VoIP.ms is not held liable for emergency calls failing, even if it is determined that it is the fault of VoIP.ms or it's associates. Customer further agrees that they will notify their customers, contractors, agents, employees, associates, shareholders, partners, and anyone who may use the VoIP.ms 911 service of our limitations and make customers agree to not hold VoIP.ms or customer liable.

Customer will be charged a recovery setup fee of $1.50 and a regulatory recovery fee of $1.50 per month for each DID submitted to the e911 database. This fee is not refundable.

We reserve the right to make changes to our site, services, policies and these Terms & Conditions at any time.

Using 911 using the Reseller Interface

The feature is available for your client through the Reseller interface. You must enable this feature in your package in order to give them the ability to leverage this.

Note that the DID must be linked to your client. (Reseller > Manage Client's accounts > Click on Manage client where your client.)

Go under the navigation bar on [Reseller] then click on [Manage Rates & Packages]

E911 Reseller 1.png

Click on the Edit button to edit your package, or click on [Create a new package] to create a new one.

E911 Reseller 2.png

Go under the [Reseller System Configuration] Tab, and on the section "Type of configuration" select: [Package Configuration],

E911 Reseller 3.png

Then scroll down and find the feature "e911", and enable it.

E911 Reseller 4.png

1) To add a e911 entry for your client, or to help your client adding one. Go under the [Services] at the left navigation bar, then on [e911]

E911 Add.png

2) In the row where the wished DID, click on the [ENABLED] button.

E911 Add2.png

3) Your client must read and Agreed the Terms and Conditions.

4) Complete the form and click the [Validate] button.

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