Critical: E911 is not optional. Federal law requires all VoIP providers and enterprise phone systems to provide 911 service with location information. Non-compliance can result in FCC fines up to $10,000 per violation per day, plus potential criminal liability if someone is harmed due to failed 911 service.
What is E911? (Enhanced 911 vs Traditional 911)
E911 (Enhanced 911) automatically transmits the caller's location to emergency dispatchers. With traditional landline 911, your address is associated with your phone line in a database. When you call 911, the dispatcher immediately sees your address on their screen.
1 Traditional 911 (Landline)
- Phone number tied to physical address
- Location lookup via ALI database
- Works automatically, no configuration
- Cannot move the phone to another location
2 E911 for VoIP
- Location registered with E911 provider
- Called "Registered Location" or "ELIN"
- Requires configuration and maintenance
- Must update when phone moves
The VoIP Challenge
Unlike landlines, VoIP phones can be used anywhere with an internet connection. An employee could take their desk phone home, or a softphone user could be in a different state than their office. Without proper E911 configuration, a 911 call could be routed to the wrong dispatch center, or dispatchers would have no idea where to send help.
Legal Requirements: Kari's Law & RAY BAUM's Act
Two major federal laws govern 911 calling for VoIP and multi-line telephone systems (MLTS). Compliance is mandatory, and the FCC actively enforces these requirements.
Law 1 Kari's Law (Effective February 2020)
Named after Kari Hunt, who was killed while her daughter tried unsuccessfully to call 911 from a hotel phone that required dialing "9" first. Kari's Law has three requirements:
| Requirement | What It Means |
|---|---|
| Direct Dialing | Users must be able to dial 911 directly without any prefix (no "9" or "8" to get an outside line) |
| On-Site Notification | The system must notify a designated on-site person (front desk, security) when 911 is dialed |
| No Blocking | 911 calls cannot be blocked or require additional steps like entering a code |
Law 2 RAY BAUM's Act (Effective January 2022)
RAY BAUM's Act requires "dispatchable location" information to be transmitted with all 911 calls. This goes beyond just a street address:
Dispatchable Location Requirements
- Street Address: Full street address validated against MSAG (Master Street Address Guide)
- Additional Info: Floor number, suite/room number, building name, or other identifying information
- Specificity: Location must be specific enough to dispatch responders to the correct area within a building
How VoIP 911 Works
VoIP 911 relies on a chain of components to route the call and deliver location information to emergency dispatchers. Understanding this chain helps you configure it correctly.
1User Dials 911
Employee or user dials 911 from their IP phone, softphone, or WebRTC client
2PBX Routes to E911 Provider
Your Asterisk/FreePBX/3CX system recognizes 911 and routes it to your E911-enabled SIP trunk
3E911 Provider Looks Up Location
Provider matches the caller ID or extension to the registered address in their database
4Call Routed to Correct PSAP
Based on the address, call is routed to the appropriate 911 center (PSAP) for that location
5Dispatcher Receives Location
911 dispatcher sees the registered address on their screen and dispatches responders
ELIN vs. Dynamic Location
ELIN (Emergency Location ID Number)
A dedicated phone number assigned to a specific location. When 911 is called, this number is sent as the caller ID.
- Simple to configure
- One ELIN per location/zone
- Callback goes to ELIN number
Dynamic Location (P-ASSERTED-IDENTITY)
Location is sent in SIP headers. More flexible but requires more sophisticated configuration.
- Per-extension locations possible
- Works with nomadic users
- Requires PBX support
E911 Setup for SIP Trunks
Setting up E911 for your SIP trunk involves registering your location(s) with your provider and configuring your PBX to route 911 calls correctly.
Step 1: Register Your Location
In your SIP provider's portal (like the IPComms customer portal), you will register the physical address for each phone number or location:
| Field | Example | Notes |
|---|---|---|
| Street Number | 123 | Building number |
| Street Name | Main Street | No abbreviations |
| City | Chicago | Full city name |
| State | IL | Two-letter code |
| ZIP | 60601 | 5-digit ZIP |
| Location Details | Floor 3, Suite 301 | RAY BAUM's requirement |
Step 2: Configure 911 Routing in Your PBX
Your PBX must be configured to:
- Recognize 911 (and 933 for testing) as emergency numbers
- Route these calls out your E911-enabled trunk
- Send the correct caller ID (ELIN or DID associated with the location)
- Not require any prefix to dial 911 (Kari's Law compliance)
E911 Configuration: Asterisk, FreePBX & 3CX
Asterisk Asterisk Dialplan Configuration
In your Asterisk dialplan, create a dedicated context for emergency calls. This example assumes you have an E911-enabled trunk named "ipcomms-e911":
; extensions.conf - Emergency Calling
[emergency]
; Direct 911 dialing (Kari's Law compliant)
exten => 911,1,NoOp(Emergency 911 Call)
same => n,Set(CALLERID(num)=5551234567) ; Your ELIN or registered DID
same => n,Set(CALLERID(name)=Company Name)
same => n,Dial(PJSIP/911@ipcomms-e911)
same => n,Hangup()
; 933 test number (many providers support this)
exten => 933,1,NoOp(E911 Test Call)
same => n,Set(CALLERID(num)=5551234567)
same => n,Dial(PJSIP/933@ipcomms-e911)
same => n,Hangup()
; Include emergency context in all user contexts
[internal]
include => emergencyFreePBX FreePBX E911 Setup
FreePBX handles E911 through outbound routes and the Emergency Notification module:
- Create E911 Outbound Route: Go to Connectivity > Outbound Routes > Add Route. Name it "Emergency" and set it as the highest priority route.
- Dial Pattern: Add pattern
911and933with no prefix requirement. - Trunk Selection: Select your E911-enabled trunk. Set the CID Override to your registered ELIN.
- Enable Notifications: In Admin > Emergency Notification, configure email/SMS alerts when 911 is dialed (Kari's Law compliance).
3CX 3CX E911 Configuration
3CX has built-in E911 support with emergency number configuration:
- Emergency Numbers: Go to Settings > PBX > Dial Codes and add 911 to the Emergency Numbers list.
- Outbound Rule: Create an outbound rule matching 911 that routes to your E911 SIP trunk.
- Caller ID: In the trunk settings, set the "E911 Caller ID" field to your registered location's ELIN or DID.
- Notifications: Configure "Emergency Call Alerts" to notify security/reception via email when 911 is dialed.
Multi-Location E911 Considerations
Organizations with multiple offices, floors, or buildings face additional E911 challenges. RAY BAUM's Act requires dispatchable location information, meaning you may need multiple registered locations.
When You Need Multiple E911 Locations
Separate Locations Required
- Multiple office buildings
- Different floors in a high-rise
- Campus with multiple buildings
- Remote/home workers
- Retail stores or branch offices
Single Location May Suffice
- Small single-floor office
- Single building, easy to navigate
- All employees in one area
Implementation Strategies
Strategy 1: ELIN per Zone
Assign a dedicated DID to each floor or building. Configure your PBX to use the correct ELIN based on the calling extension's zone.
Strategy 2: Extension-Based Routing
Group extensions by location (e.g., 1xx = Floor 1, 2xx = Floor 2) and route 911 calls to different trunks or with different caller IDs based on the extension range.
Strategy 3: Dynamic Location Services
For large enterprises, consider E911 services like RedSky or Intrado that integrate with your network to automatically detect phone locations.
Testing Your E911 Configuration
Testing is critical. You do not want to discover E911 problems during an actual emergency. There are safe ways to test without making a real 911 call.
Test Methods
| Method | How It Works | What It Tests |
|---|---|---|
| Dial 933 | Connects to E911 test line; plays back your registered address | Location registration, call routing |
| Provider Test Portal | Some providers have a web-based test tool | Address validation, ELIN assignment |
| Non-Emergency Line | Call your local PSAP's non-emergency number and ask to verify E911 | Full end-to-end verification |
Never test by dialing 911 unless it is a true emergency. Even brief test calls to 911 tie up emergency resources and may be illegal in some jurisdictions. Always use 933 or coordinate with your local PSAP for testing.
Testing Checklist
IPComms E911 Service
IPComms makes E911 compliance simple and affordable. Our E911 service is fully integrated with our SIP trunking platform, so you can register locations, manage ELINs, and ensure compliance from a single dashboard.
What is Included
- E911 routing to correct PSAP
- Dispatchable location support
- MSAG address validation
- Kari's Law compliant
- RAY BAUM's Act compliant
- Self-service portal for location management
- Multi-location support
- Setup assistance from our team
VoIP 911 Frequently Asked Questions
Can you call 911 from a VoIP phone?
Yes. Every interconnected VoIP service in the US is required to deliver 911 calls, and IPComms routes them to the Public Safety Answering Point for your registered address. The difference from a landline is that the location is not automatic: you must register a dispatchable address for each number or extension, and keep it current when phones move.
Does VoIP have 911 like a landline does?
VoIP has E911, which sends the address you registered rather than the address the phone company wired the line to. With a landline the two are the same by construction. With VoIP a desk phone can be carried to another office or a softphone used from home, so the registered location is only as good as your last update. That is why the FCC requires providers to collect it and requires businesses with multi-line systems to keep it accurate.
What happens if I dial 911 from a VoIP number with no address registered?
The call still goes through, but it may be answered by a national emergency call center or the wrong PSAP, and the dispatcher has no location for you. You will have to give your address verbally and the call may be transferred, which costs time in an emergency. Register every number before it goes into service.
How do I test 911 on VoIP without calling 911?
Dial 933 from the phone. On IPComms and most US carriers the 933 test service reads back the phone number and the dispatchable address on file for it without contacting emergency services. Test after provisioning, after any move, and periodically for remote workers. Never place a real 911 call to test.
What are the E911 requirements for a business VoIP system?
Two federal laws apply to multi-line telephone systems. Kari's Law requires that 911 can be dialed directly with no prefix and that a designated on-site contact is notified when it is. RAY BAUM's Act requires that a dispatchable location, meaning the street address plus floor, suite or room where needed, is sent with the call. Providers must register locations and deliver a callback number to the PSAP. Non-compliance carries FCC fines.
Does E911 work with softphones and remote workers?
Yes, with a caveat: the softphone's registered address must be where the person is. Most providers let users update their own location in a portal, and some apps prompt for it. For staff who move between home and office, register both and make updating the address part of the routine, or issue a separate extension per location.
How much does E911 service cost?
With IPComms E911 is $2.50 per phone number per month for SIP trunking customers, with no setup fee; it is required on any number that can place outbound calls. Some providers bundle it into the seat or trunk fee, so compare total costs rather than the line item.
Who is a good E911 service provider for a SIP trunk or Asterisk PBX?
Your SIP trunk provider should be your E911 provider; splitting them creates a second registration database to keep in sync. IPComms provides E911 with dispatchable-location registration per number, 933 testing, admin alerts when 911 is dialed, and multi-site support for Asterisk, FreePBX, 3CX and any SIP PBX. See the E911 service page for what is included.
Need E911 on your numbers rather than the background? See the IPComms E911 service page for pricing and what is included.