Level365 UCaaS E911 Limitations

Emergency 911 Services (including Enhanced 911 or “E911”) provided by Level365 may differ from the emergency calling services provided by a traditional telephone company. These differences may have an adverse impact on the ability or timeliness of the provision of 911 services to you or others in the event of an emergency. In addition, due to limitations on technology, the location reported by Level365 to the public safety dispatcher for your telephones may not include a user’s specific location within a business premise. For this reason, it is important that you carefully follow the instructions below.

Upon subscribing to our service, you completed a form requiring you to provide the street address, city, and state (“Service Address”) where you will be using your Level365 UC service. Many of our customers have access to either basic 911 or E911 service. Using E911 service, when you dial 911, your Level365 telephone number and registered address are sent to the emergency center serving your location and public safety dispatchers have access to this information in order to send help and call you back if necessary. Customers in areas where the emergency center is not equipped to receive your telephone number and address have basic 911 or limited E911 service. Using basic 911 or limited E911 service, when you dial 911, public safety dispatchers answering the call may not be able to access your Level365 telephone number or registered address because the emergency center may not be equipped to receive or capture your Level365 telephone number and registered address. Therefore, you must be prepared to supply this information on the call. Until you supply the public safety dispatchers with your phone number, the dispatcher may not be able to send help or call you back if the call is disconnected or dropped, or if you are unable to communicate.

For the purposes of 911, you must register with Level365 the physical location where each user will utilize our service with that phone line. We will register the physical location or Service Address you provide as part of subscribing to our service. It is your responsibility to confirm the accuracy of your Service Address by using your online account to make any changes, additions or transfers of phone numbers. In addition, it is your obligation to require each user to provide the public safety dispatcher with their specific location within your premises in the event of an emergency. When you move your device to another location, you must update your registered address. It is also your responsibility to require each user to update Level365 promptly when such user changes the physical location to which service is provided. If you (and your users) do not update location information, your 911 calls may be sent to an emergency center near your old address. You may register only one 911 location at a time for each device or end-point. To be clear, you and your users must re-register the Service Address with Level365 each time the Service Address changes.

In some cases, emergency calls may not be routed to the designated emergency center in your area. Rather, an emergency call may be routed to an alternative emergency center that may not have access to any or all of your registered Service Address information. Consequently, a user should be prepared to provide sufficient information with respect to your physical location to a public safety dispatcher. This method may delay the dispatch of emergency personnel to the user’s location. If the emergency call is disconnected for any reason prior to the time the user has provided a location, emergency personnel will have no way to contact the user or determine the user’s identity or location, and the user should immediately redial 911.

In addition, with Level365 UC, you have the ability to connect your service to multiple devices and endpoints. Please note the following important service limitations with regard to the use of such devices or endpoints:

  • You must register the correct E911 address for each separate device within the Level365 portal (e.g., home endpoint, office endpoint, etc.). 
  • Emergency/911 calls are not supported from the DialTone mobile application. Therefore, the DialTone mobile application should not be used for E911 emergency calls. If You or Your users need to make an emergency/911 call using a mobile phone, do not use the DialTone mobile application. Rather, You (or your user, as applicable) should use the mobile phone’s native dialer instead.

Enhanced 911 service over the Internet has several limitations. Such limitations, including those discussed above, may prevent You from making emergency calls and include but are not limited to any of the following:

  • Loss of electrical power
  • Loss of Internet access for any reason
  • If your broadband, ISP, or Level365 UC service is terminated
  • Defective or misconfigured devices or software
  • Network congestion
  • Delays in updating your Service Address
  • Non-voice equipment such as security systems and medical monitoring equipment
  • Relocating the equipment outside of the contiguous United States
  • Simultaneous use of one line with multiple pieces of equipment
  • Failure of the emergency response center to answer your calls
  • Failures of third parties responsible for routing 911 calls

You should advise all employees, invitees, guests, visitors, and every other person who may make calls using the service of the limitations described above.

It is important that you place the label attached next to all devices which use the Level365 UC service, including all analog telephone adapters and telephones attached to an analog telephone adapter having the capability of connecting to our service, and all computers having softphone software installed. The label should be conspicuously located near each device so that a caller can easily see it. Failure to situate a label near each device may result in a caller not knowing that he/she may not be able to reach 911 in the event of an emergency.

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