Voice Over Internet Protocol (VoIP)

Several service providers in Washington state are now offering Voice-Over-Internet-Protocol (VoIP) phone service.  VoIP allows consumers access to voice services using their Internet Digital Subscriber Line (DSL) connection, and no longer requires a dedicated telephone line to make phone calls.

Benton County Emergency Services (BCES) encourages local residents to consider the benefits and the limitations of this new technology.  A major limitation to consider is whether or not VoIP phone service provides access to enhanced 9-1-1 (E-911) services.

Full E-911 services can currently be accessed from any wire line phone in our area.  This allows the dispatcher to see both the caller’s phone number and location.  Currently, calls from wireless phones provide the dispatcher with the caller’s phone number and the location of the nearest cell tower.

When VoIP customers place a 9-1-1 call, it may be routed to a call center other than the one nearest to them.  Another potential is that the call may be routed to a non-emergency line in the local 9-1-1 call center.  Without access to the E-911 system, callers must be able to provide the dispatcher their call back number and physical location in case they are disconnected, as this information will not be available to the 9-1-1 operator.

If you are considering Internet-based telephone service, you should ask the provider to explain their 9-1-1 service.  In addition, make sure you keep the provider provided with your current physical address.

Further information can be found at Washington EMD and the Federal Communications Commission website.

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