E911 Emergency Calling Hosted PBX

E911 and basic 911 service facilitates rapid response by emergency services personnel (such as police, ambulance and fire department) in the event that you require assistance. E911 service includes delivery of your address (along with your telephone number) to the emergency services Operator. By dialing 911 in an emergency, this enables the Operator to provide your address location to emergency services personnel – even when you can’t.

You can verify or change your 911 address by calling our 911 Support Center. The 911 Support Center is open to take your calls anytime between 9:00 a.m. and 6:00 p.m. Eastern Standard Time, Mondays through Fridays (except holidays).

800-705-3304 or 703-584-4375 or email support@gphone.com

Our Support Center staff will ask you for your Hosted PBX telephone number and other validation information to authenticate your identity. You will then be asked for the new address you would like to enter into the 911 database. The Support Center should be able to verify for you – while you are still on the phone – that your new address has been successfully entered into the Hosted PBX E911 database.

Levels of 911 Service

Based on your Registered Location there are three (3) different levels of 911 service available. The level of service depends in part on the 911 capabilities of the 911 public services provided in your jurisdiction. The list below describes the 911 calling experience at the time of a 911 call, as well as the effects each level of service has on Registered Location update requests:

E911- or Enhanced 911 – describes 911 service where the correct Public Safety Answering Point (PSAP) / Local Emergency Operator receives your callback number, registered location, and latitude-longitude coordinates automatically through the 911 network.

Basic 911 – describes 911 service where the correct Public Safety Answering Point (PSAP) / Local Emergency Operator does not have the ability to receive the “Enhanced” data (noted above). Instead, they only receive your callback number. You must communicate your location to the Emergency Operator during the call.

GlobalPhone Operator Assisted 911 – describes 911 service where you call from a non-registered phone number.  The Public Safety Answering Point (PSAP) / Local Emergency Operator receives your callback number with no registered address.  You must inform the PSAP of your address over the phone.  They will then route your call to the local PSAP

Customer Responsibility

The customer is responsible for ensuring that Hosted PBX 911 service is properly maintained. 911-type dialing is NOT automatic and you must separately take affirmative steps to register the correct address of the phone, register any subsequent changes to the location, and ensure the phones are functioning. 911 service will not work in the following conditions:

  • If you fail to register the correct street address with our 911 service center.
  • If your electrical power fails. Just as your regular cordless phone will not work without power, your VoIP phone or Telephone Adapter (TA) does not operate without power, either. As a result, you will be unable to make any type of call, including 911 from your phone during an electrical power outage.
  • If your broadband service provider has a service outage or if any other service degradation or disruption that keeps you from being able to make an outbound call.
  • If your local area network (LAN) fails.
  • If the phone device is configured improperly.
  • If for any reason your GlobalPhone Service is temporarily interrupted or suspended, you may not be able to make any calls including those to 911.


GlobalPhone E911 is provided in accordance with the Federal Communications Commission’s Order, “IP-Enabled Services and E911 Requirements For IP-Enabled Service Providers”, First Report and Order and Notice of Proposed Rulemaking, 20 FCC Rcd 10245, released June 3, 2005. GlobalPhone E911 is only available for addresses in the U.S.A. The complete terms and conditions for GlobalPhone 911 service may be found in our GlobalPhone Hosted PBX contract here.