Emergency 911 services provided by Omnivoice differ from emergency calling services provided by a traditional telephone company. These differences may have an adverse impact upon the ability or timeliness of 911 responders to respond to or assist you or others in the event of an emergency.

Registering your location

When you purchase our Service, you provide us with the street address, city, and state where you will be using the Service. For the purposes of 911 and your safety, you must register the physical location where each user will use the Service with us.

If you’re located outside the United States or Canada, please enter your address anyway to enable outbound calling.

Please note that it is your responsibility to confirm the accuracy of your emergency address upon registration, and upon any further changes, additions, or transfers of phone numbers. If you (or your users) do not update your location information upon any changes, your 911 calls may be directed to your old address, which may result in 911 responders being delayed in responding, or unable to respond, to the reported emergency.

You may register only one 911 location at a time. This is a standard and customary practice for any Internet-based voice service, and is designed to keep you safe in case of an emergency.

Service limitations

911 service will not work:

  1. if there is an Internet or power outage;
  2. if your broadband is terminated or your account suspended/terminated by Omnivoice;
  3. if you do not have mobile service, as the mobile app cannot send emergency calls over Wi-Fi access. You will not be able to call 911 outside the United States or Canada.

You should advise anyone who visits your facility and/or uses the service of such limitations. If you’re uncomfortable with any of such limitations, please use another way of reaching 911.

How it works

US customers have access to either the basic 911 or E911 service, depending on their service location:

  • If your area offers E911 service, then when you dial 911, Omnivoice will send your address to that emergency center, in order for first responders to send help and call you back if necessary.
  • If you are in an area where the applicable emergency center only offers basic 911 service, the emergency center can’t access your information when you call 911. In this situation, you must be prepared to supply your address and phone number on the emergency call.

If you are calling 911 from a Canadian phone number, you will only have access to the basic 911 service. You will need to tell the operator your location. After this, the operator will transfer the call to the appropriate Public Safety Answering Point (PSAP).

You must be prepared to supply your phone number and/or registered address on the call.

Use of mobile apps

Omnivoice mobile app cannot place emergency calls over Wi-Fi access. All 911 calls through the mobile app are placed through your wireless service provider (Verizon, AT&T, etc.) If mobile service is available in your location, the 911 call will go through. If you do not have mobile service in your precise location when you dial 911, the call will be dropped.