On November 17, 2022, the FCC updated its rules to ensure 911 call centers (aka PSAPs or 911 special facilities) get timely, actionable info about network outages—key for keeping emergency services running. Here’s what’s new:
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Who’s Involved?
Two groups must comply:- Covered 911 Service Providers: Those delivering 911 call routing or support directly to call centers (e.g., backbone operators).
- Originating Service Providers (OSPs): Companies like Clearly IP (VoIP), Verizon (wireless/wireline), or cable providers that people use to dial 911.
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Uniform Outage Alerts:
- Providers must notify call centers within 30 minutes of discovering a 911-affecting outage (e.g., 900,000+ user-minutes lost for 30+ minutes).
- Notifications need standard details: outage ID, provider contact, affected area, cause, and fix timeline—sent by phone and electronically (unless agreed otherwise).
- Follow-ups with updates are due within 2 hours of the initial alert.
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Contact Info Duty:
- Providers must use “special diligence” to keep up-to-date 911 call center contacts, checking annually with proactive effort (not just a few tries and done).
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Annual Certifications Stay:
- Covered 911 providers still file yearly 911 reliability certifications to ensure network readiness, especially for Next Generation 911 (NG911) transitions.
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Effective Date:
These rules, adopted November 17, 2022, take effect April 15, 2025, giving providers time to prep for compliance. -
Why It Matters for VoIP:
VoIP providers often rely on third parties for 911 routing, but they’re still on the hook to notify call centers. No excuses—contracts don’t dodge the rules. This ensures outages (e.g., a fiber cut or software glitch) don’t silently block emergency calls.
Real-World Impact
Imagine a VoIP user in a storm—power’s out, and their VoIP line fails. Starting April 15, 2025, these rules mean the local 911 center knows ASAP, can suggest texting 911 or a backup number, and gets updates until it’s fixed. Lives could hinge on this.
Disclaimer: I’m not a lawyer, and this isn’t legal advice.