What is E911?
During an emergency, every second matters. Throughout the United States, people dial 911 in a critical situation.
The traditional 911 only connects callers to the public safety agency and requires the caller to provide information verbally. But with the rise of VoIP and cellphones, the way it handles emergency calls has changed significantly.
With Enhanced 911 (E911), your exact location is transmitted automatically to dispatchers when you dial 911. In this guide, we will explore what E911 means, how it works, its benefits, and how it impacts your business operations.
✨ Key Takeaways
- Unlike traditional 911, E911 transmits precise location details (address, GPS, or dispatchable location) to help first responders arrive faster.
- Laws like Kari’s Law and RAY BAUM’S Act require direct 911 dialing, dispatchable location accuracy, and on-site notifications for multi-line systems.
- Whether employees are in-office, remote, or mobile, E911 ensures emergency calls are routed to the correct local PSAP with accurate location information.
Enhanced 911 or E911 is an advanced emergency calling system that shares a caller’s exact location with dispatchers.
When someone makes a VoIP E911 call, responders get the registered address or GPS-based coordinates, enabling them to send help immediately to the right location. With the public switched telephone network (PSTN), the process is simple, as the address is tied directly to the phone number.
But with mobile phones and VoIP services, things get trickier as the calls can be made virtually from anywhere. However, E911 ensures dispatchers receive accurate location details so first responders can reach you without delay.
How does E911 technology work?
Knowing the basics of E911 is simple, but you might not know how it functions in real life. Here’s a closer look at the process:
1. The caller initiates a 911 call
When a caller dials 911, the call is instantly handed off to the carrier or VoIP phone system provider’s emergency routing system. That system uses the caller’s location and routes the call to the nearest Public Safety Answering Point (PSAP).
In addition, the call is tagged with identifying information (for example, the caller’s phone number, often provided as Automatic Number Identification, ANI) so the PSAP can call back if the call is dropped.
2. The system transmits the caller’s location automatically
Once the call reaches the PSAP, the emergency system provides the caller’s location details. This may vary depending on whether the caller is calling from a landline, mobile device, or VoIP.
- Landline: The address is tied to the phone number in the Automatic Location Information (ALI) database.
- Wireless (cellphones): Typically handled via E911 Phase I (provides the call origin and call sector) and Phase II (provides more precise latitude/longitude using handset GPS or network-based methods, such as triangulation).
- VoIP: VoIP providers rely on a registered (dispatchable) location that you submit to them. For more advanced setups, location can also be derived dynamically using device GPS, Wi-Fi mapping, or a network location information server (NLIS).
3. Dispatchers verify the details with the caller
When the PSAP receives the call, a trained staff member asks the caller about the situation. The question may be like:
- What is the address?
- What is the emergency?
- Are there injuries?
If the call unexpectedly drops, PSAP staff utilize ANI for a callback.
4. Emergency services are dispatched immediately
After verifying key information, the PSAP creates an incident in its computer-aided dispatch (CAD) and dispatches the appropriate resources (for example, police, fire, or medical responders). Dispatch begins immediately, often while the call is still active, because speed is critical.
Benefits of E911
Traditional 911 systems require callers to provide their location and explain the situation verbally. It may take a few precious seconds that could delay help. E911 VoIP call eliminates this step by automatically transmitting the caller’s location to dispatchers.
Here are the major advantages of E911:
- Quicker emergency assistance: When callers make a call, it instantly routes to the correct local PSAP. Since dispatchers receive the caller’s number and location quickly, first responders can be sent faster.
- Improved location accuracy: E911 automatically transmits a registered or dynamic location. It ensures responders know exactly where to go.
- Advanced features: E911 can pinpoint a caller’s location based on the device in use, such as IP-based coordinates for laptops or fixed addresses for VoIP desk phones.
- Enhanced safety: E911 enables dispatchers to access critical details. The system instantly delivers accurate location data and emergency information, allowing dispatchers to send the right assistance without delay.
Business use cases of E911
E911 is required for every business to ensure the safety of its employees. No matter where your employees are working from, like home, office, or other places, your business phone system must support E911 and connect the call with the nearest emergency responders.
1. Businesses with on-site locations
Malls, restaurants, retail stores, and entertainment venues attract large crowds every day, making safety a top priority. For these businesses, having a reliable E911 system is critical to ensure that emergency responders can quickly locate and assist both customers and staff when unexpected incidents occur.
2. Enterprises with remote or mobile teams
Most companies allow their employees to work from home, making it important to have a business phone system that supports E911. During any emergencies, the call must connect to the nearest emergency responders where the employee is located.
For example, if a remote employee in Denver experiences a medical emergency and dials 911 from their VoIP phone, E911 ensures the call isn’t routed back to the agency’s headquarters in New York. Instead, it connects directly to the local Denver PSAP, allowing paramedics to respond quickly to the right location.
3. Operating in a hybrid model
Hybrid workplaces create multiple challenges for emergency preparedness. Employees may shift between office, home setups, or shared coworking spaces, which makes it harder to pinpoint their location during a crisis.
However, with E911 in their business phone lines, companies can ensure that accurate location details are transmitted, regardless of where the employee is working. The softphone apps on laptops must be paired with assigned E911 information to keep workers protected.
Essential E911 rules for businesses
To help businesses stay compliant and protect their employees, several key regulations outlined by the FCC define how E911 must be implemented and managed in modern phone systems.
RAY BAUM’s Act
RAY BAUM’S Act is a federal law passed in 2018 and implemented by the FCC. This law mandates providing a “dispatchable location” for 911 calls whenever possible. In simple terms, a dispatchable location means a validated street address plus extra details like suite, apartment, and floor.
This allows first responders to find the caller quickly. The FCC adopted rules under Section 506 to make sure PSAPs receive that information across technologies like landline, wireless, and VoIP. The rules went into effect in stages between 2021 and 2022, covering both fixed and on-site VoIP devices, as well as non-fixed and remote VoIP devices.
What does that mean for your business:
- If you run an MLTS/office PBX or use hosted VoIP, every phone/extension should have a registered dispatchable location, including suite/floor if you are in a multi-tenant building.
- Keep that data accurate whenever people move desks or employees work remotely.
- Work with your telecom/VoIP provider to confirm they provide a dispatchable location to the PSAP for every 911 call.
Kari’s Law
Kari’s Law requires two important things for multi-line telephone systems (MLTS), which are common in hotels, campuses, larger offices, and hospitals.
- Direct dial to 911: People must be able to dial 911 without first dialing a prefix, trunk access code, or 9.
- On-site notification: When a 911 call is made from the MLTS, the system must automatically notify a designated person or office on site (for example, front desk, security, or building operator).
What to check right now (for businesses):
- Make sure your PBX/phone system allows users to dial 911 directly (no “9” or other code required).
- Configure the system to automatically alert an on-site responder (email, SMS, or a visual alarm) whenever 911 is dialed from your premises; test the notification flow regularly.
Wireless E911 location accuracy
The FCC requires all wireless carriers to support E911 services, ensuring accurate caller location is transmitted during an emergency. Initially, the focus was on horizontal accuracy, such as meters of latitude or longitude.
However, in recent years, the FCC has required and refined vertical (z-axis) and dispatchable-location capabilities, enabling responders to locate individuals within multi-story buildings.
Business impact & actions:
If employees commonly use mobile phones inside your building (or in multi-story sites), make sure your facility participates in any indoor location programs your carrier or vendor offers (e.g., Wi-Fi or Bluetooth location services that can improve indoor accuracy).
For public venues (malls, hospitals, campuses), coordinate with carriers and building management on any z-axis / indoor location deployments and test live calls so dispatchers receive a usable location (floor, suite, etc.).
Next Generation 911 (NG911)
NG11 is the long-term modernization of 911, transitioning from old analog trunks to IP-based emergency networks and standards. It enables PSAPs to receive not just voice but also text, photos, video, medical data, building floor plans, sensor data, and richer location information.
NG11 promises better interoperability, redundancy, faster upgrades, and the ability to accept digital evidence from callers and IoT devices. But the transition requires standards, funding, cybersecurity planning, and local PSAP upgrades. It’s being rolled out state-by-state and PSAP-by-PSAP.
Why businesses should care now:
Eventually, PSAPs will be able to accept video, images, or telemetry you might send during an emergency, so think about how your security/comms systems could securely share that data.
NG911 also makes it easier for businesses to integrate richer location or site data (floor plans, riser maps) with emergency services, but this requires coordination and standard formats with your local PSAP.
Challenges of E911 with VoIP
E911 provides life-saving benefits, but businesses using VoIP often face challenges that can impact their effectiveness. Understanding these issues is important to ensure reliable emergency communication.
- Inaccurate or outdated addresses: If the registered address in the E911 system is outdated, first responders may be sent to the wrong location. This delay can put employees and customers at serious risk during emergencies.
- Employees moving locations without updates: Remote or mobile workers who relocate without updating their E911 information make it difficult for dispatchers to identify their exact location. This gap can prevent timely assistance when every second counts.
- Limitations of softphones and mobile VoIP devices: Softphones and mobile VoIP apps don’t always provide precise location data since they rely on internet connections rather than fixed lines. As a result, responders may not know the caller’s actual position if they’re working remotely.
- Misconfigured multi-line phone systems: In some cases, employees must dial a prefix (like “9”) to reach an outside line before calling 911 from VoIP. If the system isn’t properly configured, it can delay critical emergency calls.
- Varying PSAP capabilities across regions: Not all Public Safety Answering Points (PSAPs) have the same level of technology. Some may not support advanced E911 features, leading to inconsistent emergency response.
- Legal and liability risks for non-compliance: Failure to comply with E911 regulations can expose businesses to legal penalties. Beyond fines, companies also risk reputational damage and liability if an employee or customer cannot reach emergency services.
E911 compliance checklist
Staying compliant with E911 regulations helps you to avoid legal risks. It also ensures that your employees and customers have reliable access to emergency services.
Here are the key elements businesses should follow:
- Direct 911 dialing enabled: Employees must be able to call 911 directly without needing to dial a prefix or access code.
- Dispatchable location accuracy: Each call should provide precise location details, such as floor, room, or building number.
- Accurate user records: Keep employee information updated in the system to avoid misrouting calls.
- Automatic location updates: Make sure mobile and remote devices update location data automatically whenever employees change location.
- PSAP verification: Test that calls properly route to the correct Public Safety Answering Point (PSAP).
- Employee awareness: Train staff to understand how E911 works with their VoIP or office phone system.
- Testing & audits: Conduct regular checks to confirm the system is functioning correctly and remains compliant.
- Documentation: Maintain detailed records of compliance measures, audits, and updates for accountability.
A simple & reliable phone solution for entire team member
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Last updated on: November 12, 2025
