The emergency service provided by nomadic VoIP (Voice over Internet Protocol) services, such as the Softphone, is different from the enhanced emergency service provided by cable or traditional telephone services. It is important for you to be aware of these differences.
- What are the differences between the enhanced 9-1-1 emergency service offered by cable or traditional telephone services and the Softphone emergency service?
-
The 9-1-1 emergency services available via the Softphone are more limited than the emergency services offered via a traditional or cable telephone line with respect to:
- Automatic call location;
- Speed of call handling;
- Call control functions, including Automatic Callback.
- What can affect the availability of the Softphone emergency service?
-
- Access to the Softphone 9-1-1 service depends on the Internet connection and the operation of the Softphone.
- It can be affected by the unavailability or the deterioration of the Internet connection, including but not limited to the dependence on the functions of the underlying domain name system (DNS), the attribution of dynamic IP addresses (DHCP), the adequate bandwidth in terms of quantity and quality, and on the access to Videotron's IP telephony servers.
- Power outages can also affect Internet access or the computer on which the Softphone depends.
- How are the Softphone's emergency calls processed?
-
Softphone 9-1-1 calls are first sent to a specialized call centre, where you have to specify your physical location; these steps can slow down the time required to process emergency calls.
- What happens if the call is cut off?
-
If the call is cut off, the call-taker will not be able to automatically call you back. You will have to call 9-1-1 again and be prepared to repeat your story, as another call-taker may answer your call.
- Where is the Softphone emergency service available?
-
The Softphone 9-1-1 emergency service is only available in Canada, except in communities with no 9-1-1 service whatsoever.
- Who needs to be aware of the limits of the Softphone emergency service?
-
Everyone who may have access to the Softphone should be informed of its limits.
- What happens if I am unable to communicate my physical location?
-
If you are unable to speak after several attempts, the agent will initiate the usual emergency procedures, including eventually sending help to the civic address linked to your Softphone. By default, this address is the same one linked to your Videotron Cable Internet service. If you wish to have another emergency address linked to your Softphone, you can do so by filling out this form.
- Do I have to activate anything in particular for the 9-1-1 service to work on my Softphone?
-
No, as soon as your Videotron Softphone service is up and running, the 9-1-1 service is also.
- Can the 9-1-1 address linked to my Videotron Cable Internet service be different than the one linked to my Softphone?
-
Yes! It is now possible to have a different address than the one linked to your Videotron Cable Internet service. To do so, please fill out this form.
For more information about nomadic 9-1-1 emergency service conditions.
