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911 Emergency Calling

Emergency Calling

*911 Calling Advisory: Calling 911 from a landline remains the most reliable method of reaching emergency response personnel. Providing our users with accessible Emergency Calling is an important part of the CaptionCall Mobile service. Any 911 call you make is prioritized ahead of all other calls and uses our automated speech recognition for captions while you are talking with the emergency response team. When you dial 911 on the CaptionCall Mobile app, your call will be sent directly to your local 911 center based on your registered E911 location. Please ensure that you have registered your emergency location in the CaptionCall Mobile app and ensure that you keep this location up to date if you move. While connecting the emergency call, CaptionCall Mobile will send through your name, callback number, and E911 registered location. Please keep in mind, you may still be asked by the 911 operator for this information. Data Network Connection: When dialing a 911 call, your phone must be connected to a data network (LTE/5G cellular data network or WiFi). If there is no cellular data signal or WiFi connection, please move to find a better signal location or call 911 from a landline telephone. If you have any questions as to how we handle 911 calls, email [email protected].

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CaptionCall and CaptionCall Mobile are available in the United States only. FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. IP captioned telephone service may use a live operator. The operator generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund. No costs are passed along to individuals who qualify for the service. The CaptionCall phone and CaptionCall Mobile app remain the property of Sorenson in order to provide ongoing support, service, and upgrades. Patent information: sorenson.com/legal.

FCC rules permit you to port your telephone number to the VRS provider of your choice. If you request a new number, Sorenson will provide you with one for the geographic area where you live or work. To ensure proper routing of 911 calls, it is important that you provide, and update in the event it changes, the physical address (i.e., the Registered Location) from which you are placing the call. You can update your Registered Location in your device settings or by calling 801-386-8500. To learn how to update on your device visit https://sorenson.com/vrs/vrs/manage-account/. Emergency calls made via internet-based TRS may not function the same as traditional E911 service. For example, you may not be able to dial 911 if there is an internet-service failure or if you lose electrical power, and your 911 call may not be routed correctly if you have not updated your Registered Location. Hearing point-to-point video users will not be able to place emergency calls. For more information on the process of obtaining ten-digit numbers and the limitations and risks associated with using Sorenson’s VRS to place a 911 call, please visit Sorenson’s website: sorenson.com/legal. For information on toll-free numbering, please visit https://sorenson.com/vrs/toll-free-numbers/.

Sorenson VRS is only available if you are eligible for VRS and have registered in the FCC’s User Registration Database. The cost of VRS is paid by a federally administered fund. Accordingly, use of Sorenson VRS calling for video conferencing is subject to compliance with FCC regulations and Sorenson’s VRS EULA. Under federal law, you may use VRS only if you have a speech or hearing disability and need VRS in order to communicate. Also, call participants must be in a different location than the other individuals on the call. VRS cannot be used for webinars or with a privacy screen because the interpreter must be able to see the Deaf participant at all times.

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