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Last modified by Chris Workman on 2026/08/11 17:43
From version 5.2
edited by Chris Workman
on 2026/08/11 17:42
Change comment: Auto-saved during real-time collaboration
To version 4.2
edited by Chris Workman
on 2026/08/11 17:39
Change comment: Auto-saved during real-time collaboration

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1 +(% border="0" cellpadding="0" cellspacing="0" style="background:#ffffff; margin:0 auto; max-width:880px; width:100%" %)
2 +|(% style="border-bottom:1px solid #dedede; padding:24px 0 20px 0" %)(((
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4 +|(% style="vertical-align:middle" %) |(% style="text-align:right; vertical-align:middle" %)(% style="color:#8f9499; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:10px; font-weight:600; letter-spacing:2.5px; text-transform:uppercase" %)Customer Advisory
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6 +|(% style="border-bottom:1px solid #dedede; padding:8px 0 24px 0" %)(((
7 +(% border="0" cellpadding="0" cellspacing="0" style="width:100%" %)
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10 +|(% style="background-color:#cf333d; background:#cf333d; height:3px; width:60px" %)
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12 +|(% style="padding:16px 0 16px 0" %)(% style="color:#8f9499; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:11px; font-weight:700; letter-spacing:3px; text-transform:uppercase" %)**Voice Services**
13 +|(% style="padding-bottom:10px" %)(% style="color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:36px; font-weight:800; line-height:1.15" %)**Emergency Calling Best Practices**
14 +|(% style="padding-bottom:20px" %)(% style="color:#307ab2; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:18px; font-weight:600; line-height:1.4" %)Why callers should always dial 911 directly — and why call transfers to 911 are not recommended
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17 +(% border="0" cellpadding="0" cellspacing="0" style="width:100%" %)
18 +|(% style="background-color:#003366; background:#003366; padding:20px 24px; text-align:center" %)(% style="color:#ffffff; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:15px; font-weight:700; line-height:1.6" %)**If a caller is experiencing an emergency, the safest and most reliable action is to instruct them to **(% style="color:#38b2e3; font-family:~"Segoe UI~",system-ui,Arial,sans-serif; font-size:15px; font-weight:700; line-height:1.6" %)**hang up and dial 911 directly**(% style="color:#ffffff; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:15px; font-weight:700; line-height:1.6" %)**.**
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23 +|(% style="border-bottom:1px solid #dedede; padding:48px 0 10px 0" %)(% style="color:#38b2e3; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:11px; font-weight:700; letter-spacing:3.5px; text-transform:uppercase" %)**How 911 Works**
24 +|(% style="padding:24px 0 12px 0" %)(% style="color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:24px; font-weight:800; letter-spacing:-0.3px" %)**The 911 System Is Location-Based**
25 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)The 911 network is designed to connect callers with the (% style="color:#003366; font-family:~"Segoe UI~",system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)**Public Safety Answering Point (PSAP)**(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %) responsible for the caller's physical location. When a person dials 911 directly from their phone, the network uses the caller's location information to route the call to the correct local emergency center.
26 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)This location-based routing is what allows 911 dispatchers to send police, fire, or EMS to the right address. It is a fundamental part of how the emergency-services network operates.
27 +|(% style="border-bottom:1px solid #dedede; padding:48px 0 10px 0" %)(% style="color:#38b2e3; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:11px; font-weight:700; letter-spacing:3.5px; text-transform:uppercase" %)**The Problem with 911 Transfers**
28 +|(% style="padding:24px 0 12px 0" %)(% style="color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:24px; font-weight:800; letter-spacing:-0.3px" %)**Why Forwarding or Transferring Calls to 911 Is Not Recommended**
29 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)When a call center, office, or phone system attempts to transfer a caller to 911 rather than having the caller dial 911 directly, several problems arise:
30 +|(% style="padding:20px 0 8px 0" %)(% style="color:#307ab2; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:17px; font-weight:700" %)**1. Location information is lost or incorrect**
31 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)A forwarded or transferred call (% style="color:#003366; font-family:~"Segoe UI~",system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)**does not provide the 911 network with the same caller location and emergency information**(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %) that is available when the caller dials 911 directly. The call may be routed based on the transferring party's location rather than the caller's actual location, potentially connecting the caller to a PSAP in the wrong city, county, or state.
32 +|(% style="padding:20px 0 8px 0" %)(% style="color:#307ab2; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:17px; font-weight:700" %)**2. Additional transfers create risk**
33 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)Every additional transfer in the call path creates another opportunity for the call to (% style="color:#003366; font-family:~"Segoe UI~",system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)**disconnect**(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %), reach the (% style="color:#003366; font-family:~"Segoe UI~",system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)**wrong jurisdiction**(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %), or require the caller to (% style="color:#003366; font-family:~"Segoe UI~",system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)**repeat critical information**(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %) — all while experiencing an active emergency.
34 +|(% style="padding:20px 0 8px 0" %)(% style="color:#307ab2; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:17px; font-weight:700" %)**3. Dispatchers need to speak directly with the caller**
35 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)The 911 dispatcher needs to obtain information directly from the person experiencing the emergency, including:
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38 +* Their exact location
39 +* The nature of the emergency
40 +* Whether there are injuries or immediate hazards
41 +* How many people are involved
42 +* Other details needed to dispatch the appropriate response
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44 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)An intermediary — whether a call center agent, receptionist, or automated system — cannot reliably provide this information on the caller's behalf.
45 +|(% style="padding:20px 0 8px 0" %)(% style="color:#307ab2; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:17px; font-weight:700" %)**4. Routing cannot be corrected at the carrier level**
46 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)Emergency calling requirements and 911 routing are governed by (% style="color:#003366; font-family:~"Segoe UI~",system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)**FCC regulations and the emergency-services network**(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %). There is no configuration change that can be made at the carrier or phone-system level that would make a forwarded call equivalent to the caller dialing 911 directly.
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48 +|(% style="border-bottom:1px solid #dedede; padding:48px 0 10px 0" %)(% style="color:#38b2e3; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:11px; font-weight:700; letter-spacing:3.5px; text-transform:uppercase" %)**Recommended Approach**
49 +|(% style="padding:24px 0 12px 0" %)(% style="color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:24px; font-weight:800; letter-spacing:-0.3px" %)**What to Do Instead**
50 +|(% style="padding:20px 0 8px 0" %)(% style="color:#307ab2; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:17px; font-weight:700" %)**For call centers and auto-attendants**
51 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)Configure your system to play a recorded announcement instructing callers that, if they are experiencing an emergency, they should:
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54 +1. (% style="color:#003366" %)**Hang up**
55 +1. Dial (% style="color:#003366" %)**911 directly**(%%) from their phone
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57 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)This ensures the 911 network receives the caller's actual location information and routes the call to the correct local emergency center.
58 +|(% style="padding:20px 0 8px 0" %)(% style="color:#307ab2; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:17px; font-weight:700" %)**For office environments and receptionists**
59 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)If someone calls your office reporting an emergency:
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62 +1. Instruct them to (% style="color:#003366" %)**hang up and dial 911 directly**
63 +1. If the emergency is at your location, have (% style="color:#003366" %)**someone at your site**(%%) dial 911 from an on-site phone so location information is accurate
64 +1. Do not attempt to conference, transfer, or three-way call 911 on the caller's behalf
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66 +|(% style="padding:20px 0 8px 0" %)(% style="color:#307ab2; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:17px; font-weight:700" %)**For customers working with law enforcement**
67 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)We understand that some organizations — including sheriff's offices and police departments — may prefer to keep callers on the line during an emergency. However, from a telecommunications network perspective, transferring that caller to 911 introduces location and routing issues that cannot be reliably prevented.
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70 +|(% style="background-color:#f0f0f0; background:#f0f0f0; border-left:3px solid #38b2e3; color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; line-height:1.65; padding:14px 18px" %)(% style="color:#38b2e3; display:block; font-size:10px; font-weight:700; letter-spacing:2.5px; margin-bottom:6px; text-transform:uppercase" %)**Recommendation**(%%)The safest approach in every scenario is a clear, simple instruction: (% style="color:#003366" %)**“If this is an emergency, please hang up and dial 911.”**
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72 +|(% style="border-bottom:1px solid #dedede; padding:48px 0 10px 0" %)(% style="color:#38b2e3; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:11px; font-weight:700; letter-spacing:3.5px; text-transform:uppercase" %)**Regulatory Context**
73 +|(% style="padding:24px 0 12px 0" %)(% style="color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:24px; font-weight:800; letter-spacing:-0.3px" %)**FCC Requirements and Carrier Obligations**
74 +|(% style="padding:0 0 14px 0" %)(% style="color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:14px; line-height:1.7" %)The FCC requires voice service providers to support 911 calling and to transmit caller location information in accordance with federal regulations. These requirements are designed around the assumption that the caller dials 911 directly.
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77 +* (% style="color:#003366" %)**STIR/SHAKEN and call authentication**(%%) do not apply to 911 call routing — 911 uses a separate, dedicated network
78 +* (% style="color:#003366" %)**E911 location data**(%%) (static or dynamic) is associated with the originating endpoint, not with a transferred call path
79 +* Depending on how a transferred 911 call is processed, (% style="color:#003366" %)**additional 911-related surcharges**(%%) may apply
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81 +|(% style="border-bottom:1px solid #dedede; padding:48px 0 10px 0" %)(% style="color:#38b2e3; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:11px; font-weight:700; letter-spacing:3.5px; text-transform:uppercase" %)**Quick Reference**
82 +|(% style="padding:24px 0 12px 0" %)(% style="color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:24px; font-weight:800; letter-spacing:-0.3px" %)**At a Glance**
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85 +|(% style="background-color:#003366; background:#003366; color:#ffffff; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:12px; font-weight:700; padding:10px 14px" %)Scenario|(% style="background-color:#003366; background:#003366; color:#ffffff; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:12px; font-weight:700; padding:10px 14px; text-align:center" %)Status|(% style="background-color:#003366; background:#003366; color:#ffffff; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:12px; font-weight:700; padding:10px 14px" %)Why
86 +|(% style="background-color:#f0f0f0; background:#f0f0f0; border-bottom:1px solid #dedede; color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; font-weight:600; padding:12px 14px; vertical-align:top; width:28%" %)Caller dials 911 directly|(% style="background-color:#f0f0f0; background:#f0f0f0; border-bottom:1px solid #dedede; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; padding:12px 14px; text-align:center; vertical-align:top; width:22%" %)(% style="color:#38b2e3; font-weight:700" %)**✓ Recommended**|(% style="background-color:#f0f0f0; background:#f0f0f0; border-bottom:1px solid #dedede; color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; padding:12px 14px; vertical-align:top" %)Location information is transmitted correctly. Call is routed to the appropriate local PSAP.
87 +|(% style="background-color:#ffffff; background:#ffffff; border-bottom:1px solid #dedede; color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; font-weight:600; padding:12px 14px; vertical-align:top; width:28%" %)Call center transfers caller to 911|(% style="background-color:#ffffff; background:#ffffff; border-bottom:1px solid #dedede; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; padding:12px 14px; text-align:center; vertical-align:top; width:22%" %)(% style="color:#cf333d; font-weight:700" %)**✗ Not recommended**|(% style="background-color:#ffffff; background:#ffffff; border-bottom:1px solid #dedede; color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; padding:12px 14px; vertical-align:top" %)Location information may be lost or incorrect. Call may reach the wrong jurisdiction.
88 +|(% style="background-color:#f0f0f0; background:#f0f0f0; border-bottom:1px solid #dedede; color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; font-weight:600; padding:12px 14px; vertical-align:top; width:28%" %)Phone system forwards calls to 911|(% style="background-color:#f0f0f0; background:#f0f0f0; border-bottom:1px solid #dedede; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; padding:12px 14px; text-align:center; vertical-align:top; width:22%" %)(% style="color:#cf333d; font-weight:700" %)**✗ Not recommended**|(% style="background-color:#f0f0f0; background:#f0f0f0; border-bottom:1px solid #dedede; color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; padding:12px 14px; vertical-align:top" %)No carrier-level fix exists. Forwarded calls are not equivalent to direct 911 calls.
89 +|(% style="background-color:#ffffff; background:#ffffff; border-bottom:1px solid #dedede; color:#003366; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; font-weight:600; padding:12px 14px; vertical-align:top; width:28%" %)Recorded announcement: “Hang up and dial 911”|(% style="background-color:#ffffff; background:#ffffff; border-bottom:1px solid #dedede; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; padding:12px 14px; text-align:center; vertical-align:top; width:22%" %)(% style="color:#38b2e3; font-weight:700" %)**✓ Recommended**|(% style="background-color:#ffffff; background:#ffffff; border-bottom:1px solid #dedede; color:#2e404d; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:13px; padding:12px 14px; vertical-align:top" %)Caller dials 911 directly from their own device with correct location data.
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93 +|(% style="color:#8f9499; font-family:'Segoe UI',system-ui,Arial,sans-serif; font-size:10px; letter-spacing:0.5px" %)FirstDigital · Customer Advisory · Voice Services|(% style="text-align:right" %)
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