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911 Emergency Calls through Sprint Internet-Based Relay Services

Sprint Relay is pleased to announce that you can contact 911 through our internet-based relay services. An order was issued by the Federal Communications Commission (FCC), the government agency responsible for the regulation and enforcement of Telecommunications Relay Services rules, requiring internet-based relay services to be accessible to 911.

For emergency calls, it is very important to have the full support of the Public Service Access Point (PSAP) and it is important to have the complete contact information for the communications assistant (CA) to relay the contact information.

What is a PSAP?

A PSAP is a Public Safety Answering Point. When the CA 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 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.

The following services are available to access 911 emergency calls via computer or wireless devices using Internet-based Sprint Relay services:

  • Sprint IP Relay (www.sprintip.com)
  • SprintIP via AIM (add Sprintip to your buddy list)
  • SprintIP via GoogleTalk (add SprintIPRelay@gmail.com to your Google Talk contact list)
  • Sprint Mobile IP app (Android™ Market)
  • Sprint WebCapTel (www.sprintcaptel.com)

Sprint IP Relay

Q. Can I call 911 through Sprint IP Relay?

A. Yes. Sprint IP Relay, Sprint IP Relay via AIM and GoogleTalk now accept 911 calls. Just enter 911 as the number to dial and press "Call Now". The Sprint Mobile IP apps allows IP callers to tap “911 Emergency” to expedite their call to a Sprint IP Relay operator to process the emergency call.

It is critical that IP users update location information in their Account Profile through www.mysprintrelay.com. In an emergency, the location information will be verified to ensure callers are connected to the most appropriate emergency dispatcher.

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. Go to www.sprintrelay.com for a list of compatible devices.

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 using AOL®, Sprint IP using Google Talk or Sprint Mobile IP?

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 caller's 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.