911 Service Page
SmartDreams presents a form of 9-1-1 service that is similar to traditional 9-1-1 service but has some important differences and limitations when compared with enhanced 9-1-1 service (E911) available in most locations in conjunction with traditional telephone service
Traditional 911 or E911 Dialling Service
With both traditional 9-1-1 and E911 service, your call is sent directly to the nearest emergency response centre. In addition, with E911 service, your call back number and address are visible to the emergency response centre call-taker. With Smart Dreams your call is being sent via the Internet rather than a traditional phone line, and the most up to date client information may not arrive with this call, meaning a different method is required to send this client information accurately. With Smart Dreams service the 9-1-1 call may be routed to a different dispatcher than that used for traditional 9-1-1 dialling. The dispatcher will be located at either the Public Safety Answering Point (PSAP) or with a local emergency service relay provider designated for the address specified by the customer at the time of service subscription or as properly updated by the customer from time to time. The call centre operator will confirm your location information and then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to confirm your address and call-back number with the operator as this information may not be available to them. You are encouraged not to hang up until told to do so, and to call back if you get disconnected, as immediately as possible.
Registration of Physical Location
You should ensure your address/location information, updated through your online account, is kept current at all times. In case you are not able to speak during the 911 call, the call taker would dispatch emergency response vehicles to your last registered address. You need to update your 911 Dialling information whenever you move your device to a new location. Note: please allow up to 3 business days for the 9-1-1 data base to be updated.
Service Outages & Delays
9-1-1 emergency dialling may not be available during a power outage, may not be available if using the Smart Dreams software client if your computer is malfunctioning, or suspension or disconnection of the Smart Dreams service because of billing issues, or any disconnection or suspension of underlying broadband access service and will be unavailable during a broadband internet outage. If there is a power outage, you may be required to reset or reconfigure their telephony gateway device, if using a Smart Dreams gateway, prior to being able to use the service, including for 9-1-1 dialling purposes. For technical reasons associated with the possibility of network congestion, there is a possibility that the 9-1-1 call will produce a busy signal or will take longer to answer, as compared to traditional 9-1-1 calls