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Important VoIP 911 Information

Jive Communications Technology Canada Ltd. provides all customers with 911 access to a national emergency call center.  In the case of an emergency you should dial 911 on your telephone to access 911 services.  When you reach a 911 agent, the agent will ask you which emergency service you need: fire rescue, emergency medical assistance or law enforcement.

The agent will then ask you for the address where you need the emergency service.  You should be prepared to confirm your address and call-back phone number with the operator.  Please do not hang up unless told directly to do so and if disconnected, you should dial 911 again.  You should print your address and phone number and keep it close to each of your phones or work areas so that visitors and guests can quickly determine where emergency services should be dispatched to. Please see below for an important note regarding keeping your physical location(s) up-to-date in our database.

Keeping your Physical Address up-to-date

Jive Communications Technology Canada Ltd. provides a web based interface for updating your physical location(s). Customers must review this information and keep it current at all times. In case you are not able to speak during a 911 call, the emergency personnel will dispatch response vehicles to your last registered address. You need to update your VoIP 911 information if you move your device to a different physical location. If different extensions have different physical locations you will need to setup multiple emergency locations and assign each extension to a different location.

Backup recommendations

It is important to note that in the event of a power failure or loss of Internet connectivity at your office you will be unable to dial 911.  You should inform all employees and visitors of this important limitation of 911 service.  The use of a small inexpensive battery backup device available at most electronics retailers will prevent short term power failures from affecting your telephone service.  It is a good idea to have a backup plan for dialing 911 in case of an extended power failure or loss in Internet connectivity.  This might include keeping a cell phone available nearby or attaching a phone to your regular fax phone line.

Important Note Regarding Test Calls

Please do not use our service to make 911 test calls from your telephone.  If you wish to perform a 911 test you must arrange this with our customer service group.  Unscheduled test calls to 911 services will automatically be charged a $75.00 service fee.  Only dial 911 in an emergency.