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Ensure that 911 works during an Emergency

E911 and basic 911 service facilitates rapid response by emergency services personnel (such as police, ambulance and fire department) in the event that you require assistance. E911 service includes delivery of your address (along with your telephone number) to the emergency services Operator. By dialing 911 in an emergency, this enables the Operator to provide your address location to emergency services personnel – even when you can’t.

You can verify or change your 911 address by calling our 911 support Center. The 911 Support Center is open to take your calls anytime between 6:00 a.m. and 6:00 p.m. Mountain Standard Time, Mondays through Fridays (except holidays).

Have your Pin number at hand and call Toll-Free:
866-207-5515 or 303-242-8131

Our Support Center staff will ask you for your Hosted PBX telephone number and your PIN code. This authenticates your identity, as a safety precaution. You will then be asked for the new address you would like to temporarily enter into the 911 database. If you do not know your PIN, please contact your Company Phone Administrator.

The Support Center should be able to verify for you – while you are still on the phone – that your new address has been successfully entered into the Hosted PBX E911 database. If this cannot be verified immediately, you will be informed later either by telephone or by e-mail – whichever method you prefer.

Without verification of a successful address update, the address on your original order will be the one stored in the Hosted PBX 911 database and will be the one provided to emergency services personnel in the event that you place a 911 call.

Limitations on "Nomadic" 911 Service

You have the ability to update your 911 address within the U.S.A., in order to maintain 911 service when you travel to a temporary location, while on a business trip or on vacation, for example. However, you should be aware of the following limitations associated with this nomadic service capability:

  • Hosted PBX 911 service is not yet available throughout the entire U.S. Therefore, it is possible that we will not be able to accommodate your request for an update to a new address location.

  • If you wish to take your Hosted PBX VoIP telephone to a new address location at which we cannot provide 911 service, we will be required (by Federal Communications Commission mandate) to temporarily suspend your Hosted PBX VoIP telephone service – although you will still have the ability to place a 911 call.

  • Once you have returned to your primary address location – or moved to another temporary address location – you MUST contact our GlobalTone 911 Support Center once again to provide that address location. Otherwise, you will not receive appropriate emergency services help in the event of a 911 call.
  • 911 Management

    Know Your PIN Code

    We have provided your Telecom Administrator with a 5-digit numeric PIN code for use in updating your address location. You must provide both your telephone number and PIN code to our operator in order to make an address update – so, you should keep your PIN code in a safe but accessible place. If you lose your PIN code, or wish to change it, please call our Customer Service personnel at 303-242-8131. We cannot accept requests for custom PIN codes, as PIN codes are randomly generated.

    Managing PIN codes for users is an important task. You may wish to evaluate and set policies regarding how you wish to manage the PIN codes assigned to your Hosted PBX telephone numbers. Some businesses may choose to have a single person in a department or organization that maintains the PIN codes for the PBX telephones numbers used. This assures no one changes a location without approval of the “PIN manager.”

    Other businesses may choose to provide each user the PIN code for their telephone number. This can be a good choice for subscribers in a small office or if there are subscribers that travel often or work remotely.

    Note: Whoever knows the PIN code information for a telephone number may change the location for 911 service for the Phone number. Likewise, an end-user cannot change the location of their VoIP phone without the correct PIN code for their telephone number.

    Levels of 911 Service

    Based on your Registered Location there are three (3) different levels of 911 service available. The level of service depends in part on the 911 capabilities of the 911 public services provided in your jurisdiction. The list below describes the 911 calling experience at the time of a 911 call, as well as the effects each level of service has on Registered Location update requests:

  • E911- or Enhanced 911 – describes 911 service where the correct Public Safety Answering Point (PSAP) / Local Emergency Operator receives your callback number, registered location, and latitude-longitude coordinates automatically through the 911 network.

  • Basic 911 – describes 911 service where the correct Public Safety Answering Point (PSAP) / Local Emergency Operator does not have the ability to receive the “Enhanced” data (noted above). Instead, they only receive your callback number. You must communicate your location to the Emergency Operator during the call.

  • GlobalTone Operator Assisted 911 – describes 911 service where the Public Safety Answering Point (PSAP) / Local Emergency Operator receives your callback number, registered location, and latitude-longitude coordinates with the assistance of our Emergency Operator (ECRC).

  • Customer Responsibility

    The customer is responsible for ensuring that Hosted PBX 911 service is properly maintained. 911-type dialing is NOT automatic and you must separately take affirmative steps to register the correct address of the phone, register any subsequent changes to the location, and ensure the phones are functioning. 911 service will not work in the following conditions:

  • If you fail to register the correct street address with our 911 service center.

  • If your electrical power fails. Just as your regular cordless phone will not work without power, your VoIP phone or Telephone Adapter (TA) does not operate without power, either. As a result, you will be unable to make any type of call, including 911 from your phone during an electrical power outage.

  • If your broadband service provider has a service outage or if any other service degradation or disruption that keeps you from being able to make an outbound call.

  • If your local area network (LAN) fails.

  • If the phone device is configured improperly.

  • If for any reason your GlobalTone Service is temporarily interrupted or suspended, you may not be able to make any calls including those to 911.


    GlobalTone E911 is provided in accordance with the Federal Communications Commission’s Order, "IP-Enabled Services and E911 Requirements For IP-Enabled Service Providers", First Report and Order and Notice of Proposed Rulemaking, 20 FCC Rcd 10245, released June 3, 2005. GlobalTone E911 is only available for addresses in the U.S.A. The complete terms and conditions for Globaltone 911 service may be found in our Globaltone Hosted PBX contract at