Cisco VoIP Emergency Calling Policy in Webex

When making emergency calls via VoIP, both you and your users have certain responsibilities, which are outlined in the accompanying Emergency Calling Policy. This policy also includes crucial information on the limits of making calls to emergency services using a VoIP service. Before beginning the service, you are required to read the following Emergency Calling Policy and provide your approval to all of its terms.

In the context of this Emergency Calling Policy, the terms “You” and “User” have the meanings that are specified for them in the terms that are relevant.

In contrast to more conventional emergency calling systems, the Cisco VoIP service employs an unconventional method for handling calls for help. You are able to make or receive telephone calls to or from the public switched telephone network using Cisco VoIP. These calls can be made or received through the Internet. Despite the fact that voice over internet protocol (VoIP) services are comparable to regular telephone services, the nature of VoIP services results in distinctive restrictions and situations when it comes to making emergency calls.

1. Registered Location

Due to the fact that a VoIP call can be placed from any location provided that the User has access to the Internet, the physical location of the caller’s telephone number may not always correlate with the caller’s actual location. When the VoIP service is initially set up, it is required of each and every client to supply Cisco with a “Registered Location” for each User. The “Registered Location” refers to the physical address of the place where Users will be making use of the VoIP service.

You or your users are responsible for promptly updating the Registered Location in Control Hub with the new physical location of the device if you or they relocate the equipment that is used to make VoIP calls to a new location. If the Registered Location is not kept up to date, any emergency calls sent from the device may be routed to the incorrect emergency response center. Additionally, any emergency responders who receive the call may get inaccurate location information, which will delay the provision of emergency help. Customers who have numerous Users are responsible for ensuring that an accurate and up-to-date Registered Location is kept for each User and that their Users are aware of how the Registered Location can be changed. In addition, it is the responsibility of the customer to ensure that their Users are aware of how the Registered Location may be updated. There is a possibility that the newly updated Registered Location will not be made accessible for routing and to emergency call centers immediately.

You are responsible for informing any User or potential User of the VoIP services, and you agree to inform them, of the nature and restrictions of emergency calls made using VoIP services as defined in this Policy. You also have the obligation to do so.

2. Emergency Call Routing

In the event of an emergency, calls made through the VoIP service will be processed differently than those made through a standard phone line. When one of your users makes an emergency call, Cisco (and/or a third party service provider) will make an effort to automatically direct the call to the emergency contact center that corresponds to the Registered Location associated with your account or the account of one of your users. In the event that the call from Your User is unable to be directed to the emergency call center that has been predetermined, the call will be directed to a call center that specializes in handling such calls. Your User may be asked to furnish the specialist call center with personal information such as their name, address, and phone number.

Cisco will make an effort to automatically give the emergency call center dispatcher or emergency service operator with the name, Registered Location, and telephone number that are connected with Your account or the account of one of Your Users. It’s likely that the dispatcher who takes the call won’t be able to record or remember this information at all. Therefore, whenever someone makes a call to report an emergency, they should always instantly advise the dispatcher of their location (or the location of the incident, if it is different). In the event that a caller is unable to talk and the information provided on the caller’s location is out of current, the dispatcher might not be able to find the caller.

Because the dispatcher might not have the caller’s number or other contact information, it is important for callers to stay on the line during any emergency call until they are instructed to disconnect by the operator. In the event that a caller is accidentally cut off, that caller is obligated to call back as soon as possible.

It is conceivable that an emergency call can result in a busy signal or will take significantly more time to connect than typical emergency calls. This is due to the fact that technical issues, such as network congestion, might cause such outcomes.

3. Service Limitations

Calling for help in an emergency from will not be successful if:

• The hardware that either you or your users rely on to place VoIP calls is malfunctioning or is not set properly.
• There is now a power outage affecting either you or your users, as well as a disruption, suspension, or termination of your Internet service.
• Your Cisco Voice over Internet Protocol service has been cancelled or put on hold.

Cisco suggests that you or your users look into other ways to gain access to conventional emergency calling services if you or they are uncomfortable with the restrictions that apply to emergency calls sent using a VoIP service.

4. Liability

We would like to provide an invitation to carefully evaluate the limitations of responsibility that are included in Your conditions with regard to emergency calling services.

Handset Sticker

Any phones that will be used with Cisco VoIP service should have the following information put on a sticker, as per Cisco’s recommendation:

ATTENTION

If you need to call 9-1-1, you should be ready to offer your address or location.