911 Emergency Calls

Emergency calls dial 911

Since December 31, 2008, persons with hearing and speech disabilities using Video Relay Service (VRS) or Internet Protocol Relay (IP Relay) – two forms of Internet-based Telecommunications Relay Service (TRS) – have been able to obtain ten-digit telephone numbers. This ten-digit number requirement was adopted by the Federal Communications Commission (FCC) in conjunction with 911 call handling requirements for VRS and IP-Relay providers.

TRS calls made through the traditional telephone network automatically pass along to the called party signals that help identify the caller’s location. As a result, if the call is about an emergency, relay providers know the caller’s location and can route the call to the appropriate emergency personnel, including those close to the caller’s location. The new rules ensure that VRS and IP Relay users are provided 911 service (including location information) that is comparable to the 911 service provided through the traditional telephone network.

FCC Advisory Page

WebCapTel®

View video instructions

  1. Log in to make a Sprint WebCapTel® call.
  2. Typing in 911 on the "Number to Dial" screen brings up a warning dialogue to make sure you are making a 911 call.
    • You can ONLY make 911 calls in ENGLISH at this time. The screen would only display (Foreign Language) if a Spanish user was with an English speaking agent or PSAP. Sprint WebCapTel® cannot translate English into Spanish and vice-versa.
  3. When making a 911 call, you are first answered by an agent who asks you your location. You must respond verbally.
    • This is NOT the PSAP.
    • The sooner the agent gets your location verbally, they will transfer you to the most appropriate PSAP.
    • Everything the agent says is captioned.
  4. The PSAP will answer. Everything the operator says is captioned. You must respond verbally.
  5. If either party is disconnected, the callback number has 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 may attempt to reconnect to you.
  6. As with any crisis, please use your own best judgment. Do NOT stay near the phone/computer if your safety is at risk.

Using Sprint IP Relay through Instant Messaging (IM) AIM:

View video instructions

  1. The caller will need to know as much as possible about their current location. This information is essential to locate the correct PSAP.
    • Street address
    • City, State, Zip Code
    • Area code and Phone number from where they are located
  2. The caller should be prepared to provide an alternate means of re-establishing contact if they are disconnected from Relay. The caller should be prepared to provide an alternate method of calling them back such as a 10-digit phone number with a TTY or a VRS call back number.
  3. The caller will enter 911 as the number to dial.
  4. The call will be answered in a priority queue by a Relay Operator with emergency call-handling training.
  5. 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 name.
  6. 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 by using the caller's address.
  7. The call will be connected to the appropriate PSAP.