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ComplianceMay 10, 20265 min read
VoIP 911 (E911) Explained: How It Works and What Can Go Wrong
Quick Answer
Every US VoIP user must register a physical address. When 911 is dialed, the call is routed to the Public Safety Answering Point (PSAP) for that registered address. If the user moves or travels, the address must be updated — VoIP cannot auto-detect physical location like a cell phone.
How VoIP 911 differs from landline 911
A copper landline is physically tied to one address — dispatch automatically sees it. VoIP isn't tied to a wire, so the address must be registered manually in the admin portal.
What to register
Each extension and each remote employee should have a current physical address on file.
- Office address for in-office desk phones
- Home address for remote workers
- Any temporary location used for more than a few days
Common failure modes
Most 911 incidents trace to one of three issues.
- Outdated address after an office or home move
- Power outage with no battery backup on the router
- Internet outage — VoIP can't dial out without a connection
Frequently Asked Questions
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