Why E911 Matters for VoIP
When someone dials 911 from a traditional landline, the call is automatically routed to the nearest Public Safety Answering Point (PSAP) with the caller's address displayed for dispatchers. But VoIP and SIP-based phone systems don't inherently carry location information — that's where Enhanced 911 (E911) comes in.
E911 for VoIP ensures that when an emergency call is placed from your SIP trunk or IP phone system, it reaches the correct local PSAP and delivers the caller's registered address and callback number to the 911 dispatcher. Without proper E911 configuration, emergency calls may be routed incorrectly, arrive without location data, or fail entirely.
DIDLive provides full E911 registration and outbound emergency calling services on all DID numbers, helping your organization meet federal compliance requirements while protecting the safety of your employees and customers.
Enhanced 911 (E911)
E911 calls are routed to the PSAP serving the registered address associated with the phone number. The call automatically includes:
Caller's phone number (ANI)
Registered physical address (ALI)
Automatic routing to the correct local PSAP
Basic 911
Basic 911 calls are routed to a designated PSAP, but the dispatcher does not automatically receive the caller's information:
No automatic caller ID delivery
No automatic address delivery
Caller must verbally provide their name, number, and location
Emergency Address Registration
For E911 to work properly, each phone number must be associated with a validated physical address. This address represents the location where emergency responders should be dispatched when a 911 call is placed from that number.
In the US, emergency addresses must be validated against the Master Street Address Guide (MSAG) database — the authoritative source used by PSAPs to dispatch first responders. MSAG addresses sometimes differ from standard postal addresses because they use the community name of the closest responding jurisdiction.
Address validation is a critical part of the E911 registration process. Emergency addresses must be validated against the MSAG database before they can be associated with a phone number. If you need to register or update emergency addresses for your DID numbers, contact DIDLive and our team will handle the process for you.
How E911 Works with SIP Trunking
1. Caller Dials 911
An employee or user dials 911 from their VoIP phone, softphone, or SIP-connected device.
2. Number Identified
The call is sent over the SIP trunk with the caller's DID number, which is matched to a registered emergency address.
3. Routed to PSAP
The call is routed to the correct local Public Safety Answering Point based on the registered address.
4. Dispatched
The dispatcher sees the caller's phone number and address on screen, and can dispatch emergency services to the correct location.
Federal Compliance
Ray Baum's Act
Enacted in 2019 and fully enforced since January 2022, Ray Baum's Act requires that all 911 calls — including those from multi-line telephone systems (MLTS) and VoIP services — convey a "dispatchable location" to the PSAP. This means not just a building address, but a specific location within a building (such as a floor or suite number) so emergency responders can find the caller quickly.
DIDLive supports dispatchable location registration for all E911-enabled numbers. Contact our team to associate granular location data — including floor, suite, or building identifiers — with your phone numbers.
Kari's Law
Named after Kari Hunt, who was killed in 2013 when her daughter could not reach 911 because the hotel phone system required dialing "9" for an outside line first, Kari's Law requires that multi-line telephone systems allow users to dial 911 directly without needing to dial a prefix, access code, or trunk access digit.
DIDLive's SIP trunking is designed to support direct 911 dialing. Your PBX or phone system should be configured to route 911 calls directly without requiring any prefix digits.
NENA Membership
NENA — The National Emergency Number Association — is the professional organization dedicated to improving 911 services across North America. As a NENA member, DIDLive stays current with evolving 911 standards, best practices, and the ongoing transition to Next Generation 911 (NG911).
Our participation in NENA reflects our commitment to emergency services and ensures that our E911 implementation follows industry best practices.
Important Considerations
E911 for VoIP requires proper configuration on both the provider side and your phone system side. There are several key things to keep in mind to ensure emergency calling works correctly:
Register every location. Each physical location where phones are used must have a validated emergency address. If your organization has multiple offices, floors, or remote workers, contact DIDLive to ensure each location has a registered address on file.
Keep addresses current. If an employee or phone moves to a new location, contact DIDLive to update the emergency address on file. Outdated addresses can send responders to the wrong location.
Configure your PBX dial plan. Your phone system must be configured to route 911 calls outbound over the SIP trunk without requiring a prefix digit. This is both a best practice and a requirement under Kari's Law.
Ensure callback capability. Your SIP trunk's origination settings should be configured so that if the 911 call is disconnected, the emergency responder can call back the number that placed the call.
Test your configuration. In the US, you can dial 933 to reach an automated test system that reads back your registered phone number and address — allowing you to verify your E911 setup without placing a live 911 call.
Understand the limitations. VoIP E911 depends on a working internet connection and power. If your network or power goes down, 911 calls from VoIP phones may not be possible. Consider backup options such as cellular phones for emergency situations.
Remote Workers & Multi-Site Organizations
One of the biggest E911 challenges for modern organizations is managing emergency addresses for distributed workforces. When employees use VoIP phones from home offices or satellite locations, each location needs its own registered emergency address.
Under Ray Baum's Act, it's the responsibility of the organization operating the phone system to ensure that accurate location information is conveyed with every 911 call — regardless of where the user is physically located. This includes remote workers, temporary offices, and co-working spaces.
DIDLive supports multiple emergency address registrations across your account. If your workforce relocates or your organization adds new sites, contact our team to register or update the emergency addresses associated with your phone numbers. Keeping addresses current is essential to ensuring 911 calls are routed to the correct local PSAP.
Frequently Asked Questions
What is the difference between E911 and regular 911?
With E911, the caller's phone number and registered address are automatically delivered to the 911 dispatcher. With basic 911, the caller must verbally provide their name, number, and location. E911 saves critical time in emergencies by giving dispatchers location information immediately.
Do I need E911 for every phone number?
Any phone number that could be used to place a 911 call should have a registered emergency address. Federal regulations under Ray Baum's Act require that VoIP and multi-line phone systems convey dispatchable location information with all 911 calls. Numbers without registered addresses may result in calls being routed to a national emergency call center rather than your local PSAP.
What is a dispatchable location?
A dispatchable location is a validated address that includes enough detail for emergency responders to find the caller. For multi-story buildings or large campuses, this typically includes floor number, suite number, or other location identifiers beyond just the street address.
How do I test my E911 configuration?
In the US, you can dial 933 from any E911-registered number. This connects you to an automated system that reads back the phone number and emergency address on file — allowing you to verify your setup without placing a live 911 call. You may need to add 933 to your PBX dial plan for the test to work.
What happens if I don't register an emergency address?
If a 911 call is placed from a number without a registered emergency address, the call may be routed to a national emergency call center rather than your local PSAP. A trained agent will then ask the caller for their name, number, and location before transferring to the appropriate PSAP — costing valuable time in an emergency situation.
Does E911 work if my internet goes down?
No. VoIP E911 requires a working internet connection and power. If your network goes down, VoIP phones — including 911 capability — will be unavailable. Organizations should maintain alternative means of reaching emergency services, such as cellular phones, as a backup.
Ensure Your Organization Is E911 Compliant
DIDLive provides full E911 registration, address validation, and compliance support for Ray Baum's Act and Kari's Law. Contact us to get your emergency calling configured.
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