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911 - Emergency Services
What is the 911 Cost Recovery Fee?
Where can I find a description of the 911 service provided by Callcentric?
Where is 911 service available?
Under what conditions will Callcentric provide me with 911 service?
Do I need to have 911?
When will my 911 service be activated?
What happens if my 911 service fails provisioning?
What can cause 911 provisioning to fail?
Should I test calling 911?
What happens if my service cannot be re-billed?
Does Callcentric support European / International emergency numbers?
I accidentally said I was in the USA or Canada, now I'm asked for a 911 address; what do I do?
Where will my 911 call be sent to?
Can I configure multiple 911/E911 addresses on a single account that has multiple extensions/sub-accounts?




What is the 911 Cost Recovery Fee?
A setup fee of $1.50 and a monthly fee of $1.50 apply to each Callcentric account requiring 911 service. These fees are used to recover costs directly associated with developing, implementing and maintaining 911 service in compliance with FCC regulations in the US, and CRTC regulations in Canada.

Th $1.50 monthly fee is included in the costs for the following outgoing services:

North America Basic
North America 500
North America 1000
North America Residential
World Select Residential

If you added one of the above outgoing plans the 911 fee would be included in the monthly price for the selected outgoing plan.

The $1.50 fee is NOT included in the following services:

Pay Per Call outgoing service
Any incoming service

Under these products you WILL be billed for 911 separately, at $1.50/month plus a one time $1.50 setup fee, if you state that your are in the US or Canada.
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Where can I find a description of the 911 service provided by Callcentric?
You can see our 911 service description here.

In addition, many common questions are answered here in our 911 Frequently Asked Questions.
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Where is 911 service available?
Callcentric provides 911 service across the 50 states in the US, Puerto Rico, as well as in all provinces of Canada. Callcentric does not provide 911 or any other type of emergency dialing service in other countries.
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Under what conditions will Callcentric provide me with 911 service?
911 service will only be activated on your account if you are located in the United States or Canada and purchase a paid service that requires 911 service to be activated. This includes if you purchase a rate plan to place outbound calls, or if you purchase a phone number to receive calls.
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Do I need to have 911?
If you are located in the United States or Canada and have purchased a rate plan for outbound calling, or a phone number to receive calls we must provide you with 911 service as per FCC regulations in the US, and CRTC regulations in Canada.
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When will my 911 service be activated?
911 service is typically activated in less than 1 hour if provisioning is successful. You will receive an email once your 911 service has finished provisioning which will indicate if it has been successfully activated. Please note: that until you receive notification via email that your service is successfully activated you will NOT be able to place calls to 911.
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What happens if my 911 service fails provisioning?
You will not be able to place a call to 911. You will want to contact us by opening a trouble ticket on your account. A Callcentric representative will be in contact to discuss the exact reason behind the failure to provision.
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What can cause 911 provisioning to fail?
Many things can cause the provisioning of your 911 service to fail; the most common is an address issue. Should your 911 provisioning fail a Callcentric representative will be in touch with you to discuss the specific issue.

Please note: You will not be able to reach 911 until 911 has successfully been provisioned.
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Should I test calling 911?
Ideally you do not need to test 911, and we recommend not dialing 911 unless it is an emergency. If you have received an email stating that your 911 service has been activated, then 911 will work should you ever need it.

NOTE: Testing 911 when there is not an emergency can be punishable by law in certain states. We advise you check your local and state laws for more information. If you do choose to test 911, you must immediately inform the emergency response personnel that it is not an emergency and that you are testing your 911 service to make sure it's working.

There are other methods of testing 911 without actually dialing 911. These are shown below:
  1. Dialing 933. 933 provides the ability to receive the exact information that would be delivered to 911 operators when you dial 911. 933 is the best way to make sure that your information was submitted properly and is an entirely automated process.
  2. Dialing your local PSAP (Public Safety Answerring Point) through their local numbers. You may find these numbers through your local phonebook or city/state registry. If you do dial these numbers please make sure to indicate that your call is a test, as you will be occupying the time of individuals who provide public safety services.
If you have conerrns about 911, not answered in any of the other 911 FAQs, then please open a trouble ticket on your account.
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What happens if my service cannot be re-billed?
Callcentric provides 911 service to all customers for a minimum of 20 days after services have failed to be re-billed or cancelled. You will receive a warning notification when your 911 service has been disconnected due to cancellation of services or failure to re-bill. Once you have received a notification that 911 service is no longer active on your account you will not be able to place calls to 911 any longer.
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Does Callcentric support European / International emergency numbers?
No. Callcentric does not support emergency dialing to numbers such as 100, 101, 102, 112, 999, or other emergency dialing. We recommend that you keep a basic traditional phone line or cell phone available to make emergency calls; and that you label all phones/computers connected to the Callcentric service as not supporting the local emergency number dialing.
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I accidentally said I was in the USA or Canada, now I'm asked for a 911 address; what do I do?
If you answered 'Yes' to the "Are you using our services from within the US or Canada?" question you will only have two (2) choices if you want to add paid services to your account:

1 - You can provide a valid US/Canada address so that your 911 services can be provisioned. Note that you will be charged a 911 setup and monthly fee. These 911 fees are non-refundable as they go directly to our 911 service provider.

*Please note that you may always state that you are outside the US or Canada, if you indeed are, after 911 has been provisioned.

2 - You can simply open another account and answer 'No' to the "Are you using our services from within the US or Canada?" question.

We cannot modify any information on your account in relation to 911 service once you have answered the question above.
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Where will my 911 call be sent to?
After 911 service has been provisioned on your account, a call to 911 will route as follows:

In the USA:
911 calls will be sent to the local 911 Public Safety Answering Point (PSAP) for your locality. In rare cases if your 911 call cannot be routed to the local PSAP due to problem validating your address, or due to a connection failure, your 911 call will be re-routed automatically to a national Emergency Call Response Center (ECRC).

In Canada:
Your call is sent to a national Emergency Call Response Center (ECRC). The call centre operator will confirm your location information and then transfer your 911 call to the local emergency response centre nearest your location. You should be prepared to confirm your address and call-back number with the operator.
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Can I configure multiple 911/E911 addresses on a single account that has multiple extensions/sub-accounts?
If you wish to have more than one 911 address on your Callcentric account then unfortunately this is not possible. There is only one 911 address configurable per account.

If you need each account to have it's own address then you will want to open a Callcentric account for each unique 911 address.

You may update your current address at any time by logging into your account and clicking on the Change your 911 address by clicking here link. This will allow you to enter a new US or Canadian address for use with 911.

If you still have further questions on this topic please contact us for further assistance.
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