VoIP Enhanced 911

This article is primarily useful to anyone with Cozzmic VoIP phone service or is considering getting Cozzmic VoIP phone service.

Your phone is one of the most important safety tools you have, and knowing how 9-1-1 works with your Cozzmic VoIP service could make a critical difference in an emergency. This post walks you through exactly how 9-1-1 works, what makes our service different, and the simple steps you can take right now to make sure you’re protected.

What Is 9-1-1 and How Does It Work?

In Canada, 9-1-1 is the universal emergency number that connects callers to police, fire, and paramedic services. When you dial 9-1-1, your call is routed to a Public Safety Answering Point (PSAP) — a specialized dispatch centre that determines the nature of your emergency and connects you to the right responders.

There are three tiers of 9-1-1 service in Canada:

Cozzmic exclusively provides Enhanced 9-1-1 (E9-1-1) service. This means when you call 9-1-1 from your Cozzmic phone, your phone number and registered service address are automatically sent to the emergency operator — even if you cannot speak.

How Enhanced 9-1-1 Works With Your Cozzmic VoIP Phone

When you dial 9-1-1 from your Cozzmic phone:

1. Your call is routed through Cozzmic’s network to a 9-1-1 call centre
2. The operator will ask you to identify your location and the nature of the emergency
3. The operator then connects your call to the emergency response centre (police, fire, or paramedics) serving that area
4. If you are unable to speak or identify your location, the operator will use the registered address on file for your phone number to dispatch help

This is the critical safety net of Enhanced 9-1-1 — if you cannot communicate, the address registered with Cozzmic becomes the dispatcher’s only guide to finding you. That is why keeping your address accurate is so important.

⚠️ Important: VoIP 9-1-1 Has Limitations You Must Know

Because your Cozzmic phone service runs over the internet, there are a few important differences from a traditional copper landline that every customer must be aware of.

Power Outages

A traditional landline draws power from the phone network itself and continues to work during a power outage. Your VoIP phone does not. If your power goes out, your internet modem and VoIP equipment will lose power, and both your regular phone service and 9-1-1 access will be unavailable — unless you have a battery backup (UPS) installed on your modem and router.

What to do: Consider installing an uninterruptible power supply (UPS) on your internet equipment. Always keep a charged cell phone accessible for emergencies.

Internet Outages

Your VoIP service — including 9-1-1 — depends entirely on your internet connection. In the event of a broadband outage, your 9-1-1 service will be unavailable.

What to do: Keep a cellular phone available as a backup communication method during any internet service interruption.

Service Suspension

If your Cozzmic service is disconnected or suspended for any reason (including billing issues), your 9-1-1 service may also be affected.

Calling From a Different Location

If you move your VoIP phone to a different location than what is registered with Cozzmic, such as taking it to a vacation property or a temporary office, the 9-1-1 system will still show your original registered address. Emergency dispatchers would be sent to the wrong location.

What to do: Contact Cozzmic immediately if you are relocating your phone service.

Mobile Phone Recommendation

If you are in the office with either a desk phone or using an app, then your extension and Caller ID will have the correct location.

However, if you are outside of the office, it is safer to use  your mobile phone rather than our soft phone app.  In either case you will have to provide your location, but with 9-1-1 improvements (NG 911), mobile phone calls will someday be able to provide your location.

Your Most Important Action: Keep Your Address Updated

This cannot be stressed enough: your registered service address is what Emergency 9-1-1 dispatchers receive when you call. If that address is wrong, out of date, or incomplete (missing a unit/suite number), help may be sent to the wrong location.

• If you’ve moved, notify Cozzmic right away
• Make sure your suite, apartment, or unit number is on file
• If your business has multiple floors or buildings, confirm which address is registered
• You can update your information by contacting Cozzmic directly

If you have multiple buildings, we can assign a different Emergency Caller ID to each extension in each building so that business calls can still have the company number, but 9-1-1 calls will send a Caller ID associated with the correct address.

Tips for Making a 9-1-1 Call

Whether it’s a true emergency or an accidental dial, follow these best practices:

• Stay calm and speak clearly. Tell the operator the nature and location of the emergency right away.
• Confirm your location. Even though your address is transmitted automatically, the operator may ask you to verify it — especially if you are calling from a different location than your registered address.
• Give your phone number. Provide it to the operator in case you get disconnected.
• Do not hang up. Stay on the line and follow the operator’s instructions unless told otherwise.
• If disconnected, call back immediately. If your call drops, dial 9-1-1 again right away.

If You Accidentally Call 9-1-1

Don’t hang up. Stay on the line and tell the operator it was an accidental call and there is no emergency. Hanging up causes dispatchers to treat the call as a potential emergency and may delay help for others.

Have Questions?

If you have any questions about your 9-1-1 service or need to update your registered address, contact Cozzmic directly at support (at) cozzmic.com.

Your safety is our priority. Please take two minutes today to confirm your address on file is correct.  It could be the most important update you ever make.