Multi-location organizations using VOIP can create a 911 emergency

VOIP phones systems offer versatility and convenience. For example, it’s possible to use a VOIP phone system to have calls going into a main line at one location routed to satellite locations. While this type of flexibility enables companies to save money, it can create an issue with 911 calls if not properly set up.

“In Massachusetts, the law states that if you have a new or substantially renovated multi-line telephone system that it shall provide the same level of enhanced 911 service that is provided to others in the commonwealth,” said John Adams, president of AdamComm, a provider of cloud, VOIP and traditional telephone systems. “Unfortunately, companies do not always coordinate with the local authorities about the location of satellite offices and this can create a huge issue in the event of a 911 call.”

Continues Adams, “Let’s say Company XYZ is located in Carver, Massachusetts and has a satellite office in Plymouth, Massachusetts. The Plymouth office has a fire and dials 9-1-1. The Carver fire department shows up at Company XYZ headquarters in Carver and then has to alert the authorities in Plymouth. Valuable time is wasted and lives can be put at risk. Not to mention detaining emergency personnel and vehicles that might be needed for other emergencies.”

Tracy Eldridge, Chief Dispatcher for the Rochester Communications Center has firsthand experience how satellite offices not set up with proper 911 can create an issue.

“We’ve had local companies in Rochester call 9-1-1 looking for police or fire but the phone number was tied to a main headquarters in New Bedford. That means New Bedford Fire department took the call first and relayed the information,” said Eldridge. “Every second counts in an emergency, this delay especially with a fire could have been disastrous. Thankfully, we were able to get there in time but you never know.” On another occasion a VOIP call was misrouted to Northern 911 in Canada and only because the caller could speak the call was transferred here to us, if she could not the call would have been routed to Braintree, MA based on the VOIP information on the screen and not to Rochester where it was supposed to be.”

According to Adams, the fix for VOIP users with multiple locations is fairly straightforward; however, the final solution depends on what product the customer is using and how the remote locations are configured. Is the customer using a cloud based solution or premises based one?

“Is there one location with a PBX and remote handsets/users or are there multiple locations with multiple PBX’s connected through the internet? What type of dial tone is the customer using and where does it originate from? These are questions that need to be answered first. Once this valuable information is obtained and understood, then an appropriate 911 solution can be put in place to maximize emergency responders chances,” said Adams.

AdamsComm offers customized design, implementation and support of IP telephone systems and applications, voice mail systems, call centers and infrastructure cabling for small-to-mid-sized practices. AdamsComm, Inc.’s also offers a maintenance program, which includes regular system and program updates, system monitoring, virus protection and other preventative measures.

With a savvy staff, the company has provided cost-effective communications solutions to a number of medical practices, including Emerald Physicians. Other notable AdamsComm, Inc. clients include Mutual Bank and Rising Tide Charter Schools.

Located at 128 Main Street, Suite 11, in Carver, Massachusetts, AdamsComm, Inc. serves clients on the South Shore, Cape Cod, Greater Boston, and Metrowest. In addition to 24/7 on-call service, Adams can be onsite, as needed, within four hours.

To request a test of your VOIP’s 911 services, you can contact AdamsComm at 508-866-4086.