Legal
Important 911 Information
How 911 emergency calling works — and its limitations — on a VoIP phone service.
Last updated: July 7, 2026
VOIP 911 SERVICE HAS IMPORTANT LIMITATIONS COMPARED TO TRADITIONAL 911 SERVICE. WE STRONGLY RECOMMEND KEEPING AN ALTERNATIVE MEANS OF REACHING EMERGENCY SERVICES — SUCH AS A MOBILE PHONE — AVAILABLE AT ALL TIMES.
We want to make sure you are aware of important differences in the way 911 service operates with a VoIP-based phone service, like the Front Desk Voice Service, compared with traditional telephone service. Here is what you need to keep in mind:
Differences Between Traditional 911 and VoIP E911
With traditional phone service, a 911 call is sent directly to the nearest emergency response center. With VoIP phone service, a 911 call is forwarded to a third-party service provider that automatically or manually routes your call to an emergency response center based on the physical address registered to your number or device. If your registered address is missing or incorrect, your call may be routed to the wrong emergency response center.
Always Provide Your Location
Because VoIP devices can move between locations, and because — for technical reasons — the emergency operator may not have your name, location, or contact information available, you must immediately tell the emergency operator your location and call-back details any time you call 911. Do not risk sending emergency responders to the wrong location.
Be Prepared During Any Service Interruption
VoIP phone service depends on your continued subscription, internet connectivity, and electrical power to function. In the event of a power outage, network or internet outage (including congestion), or if your service is suspended or disconnected (including for non-payment), you may experience a failure, disruption, or delay in your 911 service. We recommend that you keep an alternative phone service — such as a mobile phone — available to increase the reliability of your access to emergency services during any service interruption.
Do Not Disconnect
Until you are told to do so by the emergency dispatcher, do not disconnect your 911 call. If you are inadvertently disconnected, call back immediately.
Keep Your Service Address Up to Date
Front Desk will attempt to provide the emergency operator with the service address registered to your account, so please ensure that the address information on file with us is always accurate and up to date. If it is not — for example, if you are unable to speak during a 911 call — the emergency operator may assume you are calling from the last registered address. If your business moves or you use the Voice Service from a new location, update your registered address before relying on 911 dialing from that location. You can update your address by contacting help@frontdesk.care.
Inform Other Users
You must notify staff members and any other potential users of your VoIP phone service of the nature and limitations of 911 emergency calling described on this page. Consider placing a visible notice at each phone or workstation that uses the Voice Service.
VoIP Service Terms
For a complete description of the Front Desk Voice Service and the limitations of E911 service, please see our VoIP Service Terms.
Contact
Questions about 911 calling on Front Desk? Contact us at help@frontdesk.care.