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MEDIA RELEASE

FOR IMMEDIATE RELEASE
THURSDAY 06-02-05 4:00 PM
Voice Over Internet Protocol (VoIP) -“Internet Telephone”- 911 Alert

Sheriff Rob Outhouse in conjunction with Sheriffs across New York State wants to caution users of internet telephone service that there may be concerns when contacting emergency services through 911 centers. Internet telephone providers are encouraging New Yorkers and others around the country to switch their phone service to a new technology, Voice over Internet Protocol (VoIP).  Advertisers are telling us that this service is much less expensive than regular wireline telephone service.  VoIP technology allows one to make telephone calls using a broadband Internet connection instead of a regular phone line.  However, a major consideration for all consumers must be the ability to use a home telephone to contact their 911 center and receive needed help.

Unfortunately, not all VoIP providers support the 911 service that we are all expect.  When a person calls 911 from a traditional wireline telephone in Cayuga County, emergency service providers automatically know the caller's location and telephone number, and can direct emergency personnel to that location even if the caller is not able to provide an address. This is not always true for 911 calls placed from an Internet-based phone, and the 911 operator may not have access to the caller's phone number or location if the call is disconnected.

In New York, we recently faced a similar situation with the increasing use of wireless phones.  Originally, these calls did not provide the caller’s address or call-back number to the 911 dispatcher.  Thanks to the efforts of many groups, including the New York State Sheriffs’ Association, the New York State 911 Coordinators Association, and the State Fire Chiefs Association, we are changing that.  Governor Pataki and the State Legislature created the State 911 Board, which not only oversees the development of wireless 911 services so that our 911 dispatchers have the needed information, but also has provided funding to localities such as Cayuga County to upgrade their equipment so that it can receive the added information from cell calls.  Now, Sheriffs are concerned that we have to deal with the loss of vital 911 information all over again, because some VoIP providers either will not, or cannot, relay the caller’s number and location to 911 centers.  Also, some VoIP services are portable, so that subscribers can move their equipment to different locations.  This may present even more problems for 911 dispatchers, since a 911 call could be routed to the person’s home county call center, and not to the county where the equipment is actually located.

Sheriff Rob Outhouse recommends that all VoIP subscribers check with their VoIP provider to verify that when they dial 911 the call not only reaches the Cayuga County  911 center, but also that the center receives their location and telephone number.  Please do not call 911 to verify this information! Check with the service provider.  Remember, too, that if electrical power is out or your computer is otherwise inoperable, your VoIP service may be out also.  VoIP consumers may need a power backup. 

If your VoIP provider does not provide 911accountability make certain that everyone who may use your telephone understands the service limitations. When making any emergency 911 call, make certain that you maintain contact with the center relaying all information including:

Your name and phone number
The location of the emergency
The type of emergency and response requested
And stay on the line if possible…

The FCC is now going to require VoIP providers meet the same standards as all wireline services (the caller’s location and call-back number directed to the proper 911 center).  However, compliance with these new regulations is not required for four months. 

Until that action is taken and in effect, Sheriff Rob Outhouse recommends that you verify the capabilities of your telephone system provider and take the appropriate steps when reporting an emergency via 911.   

Sheriff Rob Outhouse