When someone needs help, your phone system should help them reach 911—and help responders find them.
BCS helps businesses in Austin, Houston, and Lampasas review emergency calling for desk phones, cordless handsets, and remote users. Start with direct dialing, emergency notifications, and accurate location information.
Austin: 512-257-1433 · Houston: 281-815-8784 · Lampasas: 512-865-4000
For covered multi-line telephone systems (MLTS), Kari’s Law requires callers to reach 911 without an outside-line prefix, access code, or extra digit. Someone should not need to know your normal outbound dialing procedure to request emergency help.
Applicable systems must also provide an emergency-call notification to a central location where someone is likely to see or hear it. The alert must not delay the 911 call. Federal rules include technical-feasibility conditions and specify notification information, including the fact that a 911 call was made, a callback number, and caller-location information when technically feasible.
BCS recommends reviewing the alert recipients, after-hours coverage, and the procedure for helping responders reach the caller. A receptionist’s phone may be unattended when the office is closed.
The FCC’s rules implementing Section 506 of RAY BAUM’S Act address location information delivered with emergency calls. Dispatchable location combines a validated street address with additional information needed to locate the caller, such as a suite, apartment, or similar detail.
A building address may leave responders searching a large facility. During planning, review whether your system and provider can convey the appropriate building, floor, room, or area details. The requirements and permitted location methods depend on the device and service.
Planning example: A hotel guest-room phone, warehouse handset, and employee’s home-office softphone need separate attention. Assigning them all the headquarters address can leave important gaps.
Texas has its own Kari’s Law requirements. The Commission on State Emergency Communications explains that a telephone system providing outbound dialing must allow direct access to 911 without a prefix or access code. Capable multi-line systems must also notify a central location on the premises when a 911 call is placed.
Do not assume an older PBX is exempt simply because it predates the federal requirements. Texas requirements and any waiver process need a separate review. A waiver is a formal process, not an automatic exemption.
Federal MLTS coverage generally includes systems manufactured, first sold or leased, or installed on or after February 17, 2020. Significant upgrades can also affect coverage. The FCC’s MLTS location compliance deadlines were January 6, 2021 and January 6, 2022, depending on device type. These are past deadlines; review your current configuration and obligations.
Texas CSEC Kari’s Law information · FCC MLTS frequently asked questions
Review cloud, hosted, on-premise, and hybrid business phone systems. Buying a platform with emergency-calling features is only the beginning: device assignments, provider settings, and ongoing changes also need attention.
Explore our business phone system services, hotel phone systems, and healthcare phone systems.
Your cell phone can help you reach 911, but always tell the dispatcher where help is needed. When you dial 911 through the regular phone dialer over a cellular network, your wireless carrier handles the call. Wireless E911 can provide location information, but do not assume it identifies your exact room, floor, or entrance.
Cellular calling: The call uses the mobile network. 933 is not a test for your carrier’s cellular 911 service.
Carrier Wi-Fi Calling: This uses your wireless carrier’s service over Wi-Fi. Follow your carrier’s emergency-address instructions and keep that address current. For example, AT&T may use the address in Wi-Fi Calling settings if automatic location information is unavailable.
Business VoIP app: Emergency-call routing varies by app and provider. A supported app may use the VoIP service or hand the call to the phone’s native dialer. Ask your provider how 911 and 933 work in your app; a VoIP 933 readback does not test cellular emergency location.
BCS recommends posting clear address and building information for staff and visitors. Review cellular coverage, carrier Wi-Fi Calling, and your business phone system as part of emergency planning. A cellular call may not trigger your business phone system’s front-desk or security alerts.
In an emergency, dial 911. Arrange any test call in advance through the local 911 center’s non-emergency number.
Sources: FCC wireless 911 guidance · National 911 Program calling guidance · AT&T Wi-Fi Calling emergency information
Include emergency calling in your remote-work and phone-move procedures. Ask your provider how location is determined for each device, how employees update it, and how emergency calls behave in the mobile app.
For single-cell and multi-cell DECT systems, review emergency location as staff move between coverage areas. Seamless voice roaming should prompt a separate discussion about location reporting.
On supported services, 933 can read back registered emergency information without connecting to a 911 dispatcher. Confirm availability and instructions with your provider.
Cell phone users: 933 testing does not work through your cell phone’s regular cellular dialer. It may work from a VoIP provider’s app if the provider supports 933 and the app routes the test through that VoIP service. Confirm support with your provider first. A test through a VoIP app checks that service’s registered information, not your cell phone carrier’s emergency location.
A successful readback alone does not verify direct 911 dialing, notification delivery, actual emergency routing, callback handling, or every device’s location. Review these functions separately through approved procedures.
Do not make an unarranged 911 test call. Contact the local 911 center through its non-emergency number first and follow its instructions. In an emergency, dial 911.
Use these questions to start a review with your administrator and phone provider:
Business Communication Solutions installs and supports cloud, on-premise, and hybrid phone systems. BCS can help review your configuration, coordinate with your provider, identify gaps, and document supported testing.
Need help with an existing installation? Visit our VoIP phone troubleshooting and support page.
Call BCS to schedule a phone-system review:
Austin: 512-257-1433
Houston: 281-815-8784
Lampasas: 512-865-4000
This page provides general information and configuration guidance. Applicability depends on your installation and service. A BCS review or successful test does not certify legal compliance.