As a subscriber to Conterra Interconnected VoIP Services (“Conterra VoIP Services”), you are hereby informed of the limitation of emergency response E911 service with Conterra Interconnected VoIP Services.
Action Required Now. Federal Communications Commission (“FCC”) rules require that we obtain and keep a record on file showing that you have received and understood this E911 Service Disclosure. Please IMMEDIATELY review the following information and sign the Acknowledgement. Your Conterra VoIP Services will not be activated until we receive your signed acknowledgment.
911 service – 911 service means functionality that allows you to contact emergency services, including, without limitation, police, fire, and hospital medical services. There are two different types of 911 services available from providers of traditional wireline telephony services: basic and enhanced 911.
“Basic 911 Service” means the ability to route an emergency call to the designated entity authorized to receive such calls serving the Subscriber’s registered or user-provided address. With basic 911, the emergency operator answering the phone will not have access to the caller’s telephone number or address information unless the caller provides such information verbally during the emergency call.
“Enhanced 911 or E911” means the ability to route an emergency call to the designated entity authorized to receive such calls, which in many cases is a Public Safety Answering Point (“PSAP), serving the Subscriber’s registered or user-provided address and to deliver the Subscriber’s telephone number and registered address information automatically to the emergency operator answering the call.
911 Services and Conterra Interconnected VoIP Services Customers
Conterra VoIP Services service supports E911 Services, where the PSAP is E911-capable, and utilizing the wireline E911 network to complete calls to an emergency service dispatcher. However, there are important differences in the way 911 service operates with a VoIP phone when compared with traditional telephone service. Please note the following:
• Understand differences between traditional 911 service and Conterra VoIP Services. With traditional phone services, a 911 call is sent directly to the nearest emergency response center. With Conterra VoIP Services the 911 call may be forwarded to a national 911 emergency center that automatically or manually routes the call to the local emergency response center which may result in delayed response time.
• Verify your location since Conterra VoIP Services phones can be moved between locations. For technical reasons, the emergency operator may not have the correct name, location or contact information available, so immediately inform the emergency operator of the present location and contact particulars any time you call 911. Do not risk sending police or ambulance services to the wrong location.
• Be prepared during any service interruption or power outage. Conterra VoIP Services service depends not only on continued subscription (and payment) for the service but also on Internet connectivity and power to function.
• Do not disconnect. Until told by an emergency dispatcher, do not disconnect a 911 call. If inadvertently disconnected, call back immediately.
• Keep the service address up to date. We will attempt to provide the emergency operator with your service address, so please ensure that the latest information is on file and always accurate. Before members of your organization use Conterra VoIP Services service from a new location, they should submit a move order by contacting Conterra Customer Service at 888-266-4836. There may be a delay in making the new registered location available to properly route 911 calls and to advise emergency personnel of your newly registered location.
• Limited Availability with Desktop Applications. 911 service is only provided with Conterra VoIP Services. 911 service is not available on other software applications and services (including without limitation some softphones). If you subscribe to one of the other software applications or services (or your softphone does not provide E911), you must make alternative arrangements to place 911 calls, such as using traditional wireline or cellular telephone.
• Inform other users. You must notify members of your organization and other potential users of the Conterra VoIP Services of the nature and limitations of 911 emergency calls. You should ensure that all Conterra VoIP Services users receive labels warning that “E911 Service May be Limited or Not Available.” The labels are available to you for download at www.conterra.com and should be affixed to each phone or placed near each phone.
Important Differences Between 911 Services Available with Conterra Interconnected VoIP Services versus Traditional Wireline Phone Service
Please remember that Conterra VoIP Services DO not function if:
1. The user has registered an incorrect address or uses the service from a new location and fails to register the new location with Conterra. Please contact Conterra at 1-337-886-1600 to update service address information. After registering a new location, there may be a delay in making the new registered location available to properly route 911 calls and to advise emergency personnel of your newly registered location.
2. There is a power outage at the location from which the Conterra VoIP Services service is being used.
3. There is no Internet service at the location, or the Internet connection is degraded or otherwise disrupted.
4. The Internet Service Provider (ISP), access provider (broadband, dial-up, etc.) has canceled or suspended an account where the Conterra VoIP Services service is being used.
5. The ISP is blocking ports or addresses that prevent the call from reaching Conterra’s servers.
6. In the event of any other network outage not specified herein.
7. The Conterra VoIP Services account has been canceled. In addition:
• Calls may be delayed or dropped due to network architecture. In particular, due to network congestion or problems, calls to 911 services may be dropped, in which case connecting to emergency services, may take longer to connect than 911 calls made using traditional telephone service.
It is important that you place the labels below next to all devices which use the Conterra Networks VoIP service, including all hosted and session initiation protocol (“SIP”) telephones, analog telephone adapters and telephones attached to an analog telephone adapter having the capability of connecting to our service, and any computers having softphone software installed. The label should be conspicuously located near or on each device so that a caller can easily see it. Failure to situate a sticker or label near or on each device may result in a caller not knowing that he/she may not be able to reach 911 in the event of an emergency.