Information about E911 Emergency Calls

What is a PSAP?

A PSAP is a Public Safety Answering Point. When the CA or VI forwards your call to the 911 Call Center, they reach a 911 operator. You are required to give the 911 operator your physical location, phone number and other pertinent information. The 911 operator will alert the emergency response agency, such as the police or fire department, on your behalf.

The CA or VI will relay the contact information to the 911 operator, who will process the emergency call and send the appropriate emergency personnel (i.e. police, fire, or ambulance). The landline telephone number that is input into the 911 operator's system will display information on his or her screen, including the full name, street address, city, and state of the caller.

Calling an emergency provider through an internet-based service is different than using your landline telephone to make the call. It is strongly encouraged to use your landline telephone first when making 911 calls because that is the fastest way to get the emergency response service to your location.

When you dial 911 directly from your landline phone, you will connect with 911. The phone line will be silent, but they will be able to send assistance to your location without asking any questions. The 911 operator may hear what is happening on your end of the phone but you are unable to communicate. This is called a "silent off-the-hook" call.

With internet-based relay, your emergency call will bypass the normal relay service queue (others who are waiting to place a non-emergency call) and it will go to the first available CA / VI.

The following services are available to access 911 emergency calls via computer, video conferencing software/hardware, or wireless devices using Internet-based Sprint Relay services:

• Sprint Video Relay Service (911now.tv and www.sprintvrs.com)
• Federal Video Relay Service (911fed.tv and www.fedvrs.us)
• Sprint IP Relay (www.sprintip.com)
• SprintIP via AIM (add Sprintip to your buddy list)
• SprintIP via Facebook (download the SprintIP application)
• Sprint WebCapTel (www.sprintcaptel.com)

Video Relay Service

Q. Can I make an emergency call via VRS?

A. Yes, you can.

Q. How do I make an emergency call via VRS?

• Website: www.sprintvrs.com - enter "911" in the "Call To" field.
• Videophone (D-Link, VP-100, VP-200): 911now.tv

What information do I need to tell the Video Interpreter (VI) when I make an emergency call?

A. There are several pieces of information the VI will need to place an emergency call for you:

• Your name
• Your location (address, city, state, zip code)
• A call back number (i.e. TTY phone number, VP number, or IP address.)

This information is necessary in order to determine the location of the 911 communication center (known as the Public Safety Answering Point –PSAP) to receive your call.

Q. How is using VRS different than calling relay through a TTY when making an emergency call?

A. Through VRS, the location information is not easily identifiable. When a relay center receives a TTY call, the phone number you are calling from can be identified and your location can be easily determined. However, with VRS, calls are made over the internet (internet protocol – IP) and do not utilize a phone number. A VRS call only shows an IP address, so your physical location is not easily identified. Therefore, it is necessary for Internet-based relay providers to ask for your location information.

Q. Can I use 911now.tv instead of SprintVRS.tv to make an emergency call?

A. You can use 911now.tv through your video phone. 911now.tv calls are prioritized over non-emergency calls made to SprintVRS.tv. 911now.tv calls are answered as quickly as possible above the non-emergency calls. The VIs who answer 911now.tv calls are specialized to handle these types of situations.

Q. Can I use 911now.tv to make non-emergency calls?

A. No. VRS users that attempt to place a non-emergency call using 911now.tv will be referred to Sprintvrs.tv to complete their call. 911now.tv is reserved for emergency calls only.

Q. Which device should I use to make an emergency call – TTY or VP?

A. You are encouraged to use a TTY if you have to make an emergency call. Using a TTY when making an emergency call will allow the PSAP to quickly identify your location; which will reduce the time required to receive an emergency response.

Q. How do I know if it is an emergency call or not?

A. An emergency call is defined as the need for urgent emergency services such as police, fire, or ambulance. Anytime someone's life or property is in danger, it is considered an emergency.

Things such as requesting information, loss of power, or any roadside assistance are considered non-emergency situations.

Q. Is there anything else I should know about making an emergency call via VRS?

A. Yes. Sprint has issued a disclaimer on its website which states: "Although Sprint VRS can be used for emergency calling, such emergency calling may not function the same as traditional 911/ E911 services. By using Sprint VRS for emergency calling you agree that Sprint is not responsible for any damages resulting from errors, defects, malfunctions, interruptions or failures in accessing or attempting to access emergency services through Sprint VRS whether caused by the negligence of Sprint or otherwise."

Making an emergency call though SPRINT VRS using a D-Link, VP100, VP200 at "911now.tv":

1. Dial 911now.tv
2. The emergency call will be answered with higher priority than non-emergency calls.
3. The Video Interpreter (VI) will ask for the caller's name, location, and call back number.
4. When connected to the 911 operator, the VI will provide the caller's name, telephone number, address, VI ID# and VRS call center call back number to begin the emergency call.
5. The VI will relay the conversation between the 911 operator and VRS caller.
6. The VI will remain on the call until the emergency call has ended.

Making an emergency call though VRS via www.sprintvrs.com:

1. The Sprint VRS user will enter "911" in the "Call To" field.
2. A pop-up window will open and ask for name and address. These fields are not required to complete the call.
3. The emergency call will be answered with higher priority than non-emergency calls.
4. The Video Interpreter (VI) will ask for the caller’s name, location, and call back number. Even if this information was already entered in the pop-up window, the VI must verify the caller information.
5. The VI will provide the caller’s name, telephone number, address, VI Identification Number, and VRS Call Center call back number to begin the emergency call.
6. The VI will relay the conversation between the 911 operator and the VRS caller.
7. The VI will remain on the emergency call until it is ended by the 911 operator.

In the event the call is a non-emergency, the VI will ask the caller to dial sprintvrs.com, or sprintvrs.tv to place a VRS call.

In the event the call gets disconnected from the user and/or 911 operator, the VI will attempt to re-connect by calling the VRS caller and/or 911 operator back.

Making an emergency call through FEDERAL VRS via D-Link, VP100, VP200 at "911fed.tv":

1. Dial 911Fed.tv
2. The emergency call will be answered with higher priority than non-emergency calls.
3. The Video Interpreter (VI) will ask for the caller's name, location, and call back number.
4. When connected to the 911 operator, the VI will provide the caller's name, telephone number, address, VI ID# and VRS call center call back number to begin the emergency call.
5. The VI will relay the conversation between the 911 operator and VRS caller.
6. The VI will remain on the call until the emergency call has ended.

Making an emergency call though FEDERAL VRS via www.fedvrs.us:

1. Federal VRS users will enter "911" in the "Call To" field.
2. A pop-up window will open and ask for name and address. These fields are not required to complete the call.
3. The emergency call will be answered with higher priority than non-emergency calls.
4. The Video Interpreter (VI) will ask for the caller’s name, location, and call back number. Even if this information was already entered in the pop-up window, the VI must verify the caller information.
5. The VI will provide the caller’s name, telephone number, address, VI Identification Number and VRS Call Center call back number to begin the ergency call.
6. The VI will relay the conversation between the 911 operator and the VRS caller.
7. The VI will remain on the emergency call until it is ended by the 911 operator.

In the event the call is a non-emergency, the VI will ask the caller to dial Fedvrs.tv, www.fedvrs.us, sprintvrs.com, or sprintvrs.tv to place a VRS call.

In the event the call gets disconnected from the user and/or 911 operator, the VI will attempt to re-connect by calling the VRS caller and/or 911 operator back.

Sprint IP Relay

Q. Can I call 911 through Sprint IP Relay?

A. Yes. Sprint IP Relay, Sprint IP Relay via AIM and Sprint IP with Facebook now accept 911 calls. Just enter 911 as the number to dial and press "Call Now".

Q. Will 911 know where I am located when I call using Sprint IP Relay services?

A. No. The first information you will need to provide the Relay Operator is your location and telephone number. After you give that, your call will go to the appropriate 911 answering point.

Q. Can I use any computer to call 911?

A. Yes - you can use any computer connected to the internet. Go to www.sprintip.com.

Q. Can I make a 911 call using my mobile device?

A. Yes. Sprint IP via AIM® is available on most Smartphones, PDAs and Sidekick devices. This includes Blackberrys, Sidekicks and Treos. Go to www.sprintrelay.com for more information.

Q. Will I be charged a fee for dialing 911?

A. No.

Q. How will my 911 call be routed to the correct location?

A. When you dial 911 through Sprint IP, your call will be routed to a Relay Center Operator who has received emergency call handling training. You must provide the operator with your physical location and phone number to ensure that you are routed to the correct 911 Call Center. You cannot give a P.O. Box address.

Q. Should I keep my traditional phone line after I begin using IP Relay Service?

A. Yes. 911 industry leaders recommend that you keep your traditional phone line in addition to IP Relay service. This helps to ensure you can successfully access 911 services and have telephone access during a power outage or other outage.

Q. Do service outages affect my ability to call 911 using my computer?

A. Yes. Your computer will not work without power. As a result, if you rely on electricity and not a battery to run your computer, you will be unable to make any internet calls, including those to 911, during an electrical power outage. Similarly, you will not be able to make 911 calls from your computer if your Internet Service Provider has a service outage or if any other service disruptions keep you from being able to make any outbound calls.

Q. How do I make a 911 call through Sprint IP Relay, Sprint IP via AIM or Sprint IP with Facebook?

A. 1. The caller will need to know as much as possible about their current location. This information is essential to locate the correct PSAP.

1. Street address
2. City, state, zip code
3. Area code and phone number where they are located
4. The caller should be prepared to provide an alternate means of re-establishing contact if they are disconnected from Relay. This means the caller should be ready to give an alternate method of calling them back, such as a 10 digit phone number with a TTY or a VRS call back number.
5. The caller will enter "911" as the number to dial.
6. The call will be answered in a priority queue by a Relay Operator with emergency call handling training.
7. The Relay Operator will ask the caller for their location (street address, city, state and zip code), the area code and phone number where they are calling from, and their name.
8. The PSAP number will be retrieved based on the caller’s phone number. If the phone number is unknown, the PSAP number will be retrieved using the callers address.
9. The call will be connected to the most appropriate PSAP.

WebCapTel^®

Important steps for Sprint WebCapTel users:

1. You must log in at www.sprintcaptel.com to make a Sprint WebCapTel call.
2. Typing "911" on the "Number to Dial" screen brings up a warning dialogue box to make sure you are making a 911 call.
3. When making a 9-1-1 call, you will be asked where you are located. You must respond verbally with an address or intersection As soon as possible, you will be transferred to the most appropriate PSAP. Everything that is said to you is captioned.
4. The PSAP will answer. Everything the PSAP operator says will be captioned. You must respond verbally.
5. If either party is disconnected, the callback number will have already been passed to the PSAP. Hang up your phone, but do not turn off your computer or the internet. The CapTel center or the PSAP operator may attempt to reconnect with you.
6. As with any crisis, please use your best judgment. Do NOT stay near the phone or computer if your safety is at risk.

Because of a problem with the software in the VPAD videophones 911now.tv and 911fed.tv is currently not accessible for 911 calling from those phones. 911 is not accessible from our website. We are complying with the FCC requirement. In case of an emergency:

1. Dial 911 from your videophone equipment,
2. Dial 911 directly from a landline phone with a TTY, or
3. Place phone ‘off-the-hook’ using a landline telephone.