Using Cellular Phones to Call 9-1-1

Cellular technology known as “Wireless Phase II” helps 9-1-1 call takers pinpoint a caller’s location, depending on what technology the cellular carrier is using.   

While the majority of cellular providers use Global Positions Systems (GPS) to locate callers, some carriers use a process known as “triangulation,” which measures the distance and time the cellular signal travels to the cell tower. Regardless of the technology used, the caller must stay on line with the 9-1-1 telecommunicator for the location to be received.

The technology that allows emergency call-takers to locate a wireless caller is not fool-proof. Therefore, callers using cell phones should always do their best to be aware of their location, and if possible, be alert to unique points of reference they can provide to the 9-1-1 telecommunicator.

Digital Phone Service and 9-1-1 

A new trend is the use of Voice Over Internet Protocol (VoIP) telephone service, otherwise known as “Digital Phone Service.” The popularity of these phones, especially among residential customers, has skyrocketed due to the relatively cheap cost of service and typically free long-distance service. All users should be aware, however, that there are several different kinds of “digital phone service.”   

Depending on the provider, some digital phones provide full 9-1-1 service that is directly routed to the 9-1-1 center and shows the caller’s location and phone number. Others provide limited 9-1-1 service, which routes the 9-1-1 call to a third party, private call center that is not part of the 9-1-1 system. The private call center may relay the call to the 9-1-1 center, or it may route the call directly to the 9-1-1 center, but on a standard 10-digit business style telephone line, the address and callback phone number of the person needing assistance is not displayed. Still others do not provide any 9-1-1 accessibility at all.  

Consumers should be aware of these differences and ask about the level of 9-1-1 service provided before subscribing to digital phone service.