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Calling 911 Best Practices

Version 2.1 by Chris Workman on 2026/08/11 17:24
FirstDigital Customer Advisory
Voice Services
Emergency Calling Best Practices
Why callers should always dial 911 directly — and why call transfers to 911 are not recommended
If a caller is experiencing an emergency, the safest and most reliable action is to instruct them to hang up and dial 911 directly.
How 911 Works
The 911 System Is Location-Based
The 911 network is designed to connect callers with the Public Safety Answering Point (PSAP) 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.
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.
The Problem with 911 Transfers
Why Forwarding or Transferring Calls to 911 Is Not Recommended
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:
1. Location information is lost or incorrect
A forwarded or transferred call does not provide the 911 network with the same caller location and emergency information 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.
2. Additional transfers create risk
Every additional transfer in the call path creates another opportunity for the call to disconnect, reach the wrong jurisdiction, or require the caller to repeat critical information — all while experiencing an active emergency.
3. Dispatchers need to speak directly with the caller
The 911 dispatcher needs to obtain information directly from the person experiencing the emergency, including:
  • Their exact location
  • The nature of the emergency
  • Whether there are injuries or immediate hazards
  • How many people are involved
  • Other details needed to dispatch the appropriate response
An intermediary — whether a call center agent, receptionist, or automated system — cannot reliably provide this information on the caller's behalf.
4. Routing cannot be corrected at the carrier level
Emergency calling requirements and 911 routing are governed by FCC regulations and the emergency-services network. 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.
Recommended Approach
What to Do Instead
For call centers and auto-attendants
Configure your system to play a recorded announcement instructing callers that, if they are experiencing an emergency, they should:
  1. Hang up
  2. Dial 911 directly from their phone
This ensures the 911 network receives the caller's actual location information and routes the call to the correct local emergency center.
For office environments and receptionists
If someone calls your office reporting an emergency:
  1. Instruct them to hang up and dial 911 directly
  2. If the emergency is at your location, have someone at your site dial 911 from an on-site phone so location information is accurate
  3. Do not attempt to conference, transfer, or three-way call 911 on the caller's behalf
For customers working with law enforcement
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.
RecommendationThe safest approach in every scenario is a clear, simple instruction: “If this is an emergency, please hang up and dial 911.”
Regulatory Context
FCC Requirements and Carrier Obligations
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.
  • STIR/SHAKEN and call authentication do not apply to 911 call routing — 911 uses a separate, dedicated network
  • E911 location data (static or dynamic) is associated with the originating endpoint, not with a transferred call path
  • Depending on how a transferred 911 call is processed, additional 911-related surcharges may apply
Quick Reference
At a Glance
Scenario Status Why
Caller dials 911 directly✓ RecommendedLocation information is transmitted correctly. Call is routed to the appropriate local PSAP.
Call center transfers caller to 911✗ Not recommendedLocation information may be lost or incorrect. Call may reach the wrong jurisdiction.
Phone system forwards calls to 911✗ Not recommendedNo carrier-level fix exists. Forwarded calls are not equivalent to direct 911 calls.
Recorded announcement: “Hang up and dial 911”✓ RecommendedCaller dials 911 directly from their own device with correct location data.
FirstDigital · Customer Advisory · Voice Services
FirstDigitalCustomer Advisory
 
Voice Services
Emergency Calling Best Practices
Why callers should always dial 911 directly — and why call transfers to 911 are not recommended
If a caller is experiencing an emergency, the safest and most reliable action is to instruct them to hang up and dial 911 directly.

How 911 Works
The 911 System Is Location-Based
The 911 network is designed to connect callers with the Public Safety Answering Point (PSAP) 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.
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.
The Problem with 911 Transfers
Why Forwarding or Transferring Calls to 911 Is Not Recommended
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:
1. Location information is lost or incorrect
A forwarded or transferred call does not provide the 911 network with the same caller location and emergency information 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.
2. Additional transfers create risk
Every additional transfer in the call path creates another opportunity for the call to disconnect, reach the wrong jurisdiction, or require the caller to repeat critical information — all while experiencing an active emergency.
3. Dispatchers need to speak directly with the caller
The 911 dispatcher needs to obtain information directly from the person experiencing the emergency, including:
  • Their exact location
  • The nature of the emergency
  • Whether there are injuries or immediate hazards
  • How many people are involved
  • Other details needed to dispatch the appropriate response
An intermediary — whether a call center agent, receptionist, or automated system — cannot reliably provide this information on the caller's behalf.
4. Routing cannot be corrected at the carrier level
Emergency calling requirements and 911 routing are governed by FCC regulations and the emergency-services network. 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.
Recommended Approach
What to Do Instead
For call centers and auto-attendants
Configure your system to play a recorded announcement instructing callers that, if they are experiencing an emergency, they should:
  1. Hang up
  2. Dial 911 directly from their phone
This ensures the 911 network receives the caller's actual location information and routes the call to the correct local emergency center.
For office environments and receptionists
If someone calls your office reporting an emergency:
  1. Instruct them to hang up and dial 911 directly
  2. If the emergency is at your location, have someone at your site dial 911 from an on-site phone so location information is accurate
  3. Do not attempt to conference, transfer, or three-way call 911 on the caller's behalf
For customers working with law enforcement
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.
RecommendationThe safest approach in every scenario is a clear, simple instruction: “If this is an emergency, please hang up and dial 911.”
Regulatory Context
FCC Requirements and Carrier Obligations
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.
  • STIR/SHAKEN and call authentication do not apply to 911 call routing — 911 uses a separate, dedicated network
  • E911 location data (static or dynamic) is associated with the originating endpoint, not with a transferred call path
  • Depending on how a transferred 911 call is processed, additional 911-related surcharges may apply
Quick Reference
At a Glance
ScenarioStatusWhy
Caller dials 911 directly✓ RecommendedLocation information is transmitted correctly. Call is routed to the appropriate local PSAP.
Call center transfers caller to 911✗ Not recommendedLocation information may be lost or incorrect. Call may reach the wrong jurisdiction.
Phone system forwards calls to 911✗ Not recommendedNo carrier-level fix exists. Forwarded calls are not equivalent to direct 911 calls.
Recorded announcement: “Hang up and dial 911”✓ RecommendedCaller dials 911 directly from their own device with correct location data.
FirstDigital · Customer Advisory · Voice Services