911 and E911.

911 is the U.S. emergency phone number. When dialed, the call is routed to a Public Safety Answering Point (PSAP), a 911 dispatch center.

E911 (Enhanced 911) is a system that delivers caller location alongside the call so emergency responders can be dispatched without the caller having to relay the address.

For traditional landlines, location is tied to the physical wire and is automatic. For VoIP services like Vocatech, location must be registered in advance for each phone number and is tied to the registered service address, not the caller's actual current location.

When a Vocatech user dials 911, the call is routed through Vocatech's upstream voice carrier to the appropriate PSAP based on the location information on file for that phone number.

If a registered service address is on file for the calling number, the call is routed to the PSAP that serves that registered address, and the registered address is delivered to the dispatcher.

If no registered service address is on file, the call is routed to a national emergency call center, where an operator collects the caller's actual location verbally and forwards the call to the appropriate local PSAP. This adds time to the response.

Either way, the call gets through. The caller should always be prepared to state their actual physical location to the dispatcher, even if the address on file is correct.

Customer is responsible for:

• Keeping registered service addresses up to date. If your company moves offices, opens a new location, or has employees working from a different physical address than what is registered, you must update the registered service address before the move.

• Notifying your workforce that 911 calls from a Vocatech phone may not reach the PSAP closest to the caller's actual location, that the dispatcher may receive the registered address (not the user's current location), that VoIP 911 may not work during power or internet outages, and that cellular phones or traditional landlines should be available as alternatives.

• Maintaining backup emergency communications. Vocatech is not designed to be the sole emergency communication method for your business. Maintain at least one of: cellular phones for at least one workforce member at each work location, a traditional copper landline (where available), or a separate alarm system with its own communication path.

• Posting 911 advisories at work locations for any business location where employees access the Vocatech service.

• Does not work during internet or power outages. No internet means no Vocatech voice service.

• Location accuracy depends on the registered address. If the caller is at a different address, the dispatcher will not have the actual location.

• Mobile and remote use is high-risk. Calls placed from softphones, mobile apps, or remote-worker devices may route based on the registered address, not the caller's actual location.

• Some PSAPs do not directly accept VoIP 911 calls. Calls may be routed to a regional dispatch center that forwards to the local PSAP, adding seconds to response time.

• Address change lag. Updates to the registered address take effect after a propagation delay.

If your employees use Vocatech from outside the registered office address, at home, on the road, or at temporary work sites, the registered address on file is the address that will be delivered for any 911 call placed from that user's Vocatech extension. In an emergency, this can delay response.

Recommendations:

• Encourage employees working from home or remotely to dial 911 from their cellular phone rather than the Vocatech app or softphone

• Update the user's profile to reflect their current physical address where supported

• Provide written guidance to all remote workforce members about these limitations

• For workforce members with frequently changing locations, consider whether Vocatech is appropriate as the primary emergency-calling channel

Vocatech voice service supports access to Telecommunications Relay Services (TRS) by dialing 711 from any Vocatech-provisioned number, in compliance with 47 CFR §9.14 and the 21st Century Communications and Video Accessibility Act (CVAA).

TTY users may experience occasional VoIP-related artifacts that do not occur on traditional landlines; we recommend cellular-based TTY for users who depend heavily on it for emergency communication.

For accessibility issues, email office@vocatech.com.

The FCC requires VoIP service providers to notify customers and obtain acknowledgment of these limitations. Vocatech provides notice through this page, the Terms of Service, and during onboarding.

Customer is responsible for re-notifying its own workforce of these limitations and for ensuring workforce members understand the differences between VoIP 911 and traditional landline 911.

By using Vocatech, Customer acknowledges:

• Customer has read and understands this 911/E911 disclosure

• Customer has notified or will notify all workforce members of the limitations

• Customer is responsible for keeping registered service addresses accurate and up to date

• Customer maintains backup emergency communications

• Customer accepts that VoIP 911 has limitations not present in traditional landline service

• Customer should not rely on Vocatech as the default emergency-calling channel for life-safety scenarios

For active 911 emergencies, dial 911 directly. Use a cellular phone if VoIP service is unavailable.

For non-emergency 911 service questions or to report a routing issue, email office@vocatech.com or call 718.395.1550.

Email: office@vocatech.com

Phone: 718.395.1550