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Nexbridge provides access to public emergency call services for its SIP (VoIP) end user customers within the United Kingdom. When a VoIP customer dials 999 (or 112), the call is routed by Nexbridge to the national emergency operators who handle the call. The operator will ask for specific information to correctly route your call to the appropriate emergency agency. As the call is a VoIP call, the operator will also ask you to confirm your location. Please provide information requested promptly and clearly. The operator will then, based upon the information provided, route your call to one of the emergency agencies, such as:
- Fire Brigade
- Mountain/Cave Rescue
Power Outage/Broadband Failure
VoIP 999/112 Emergency calls, will fail to work during an electrical power interruption or broadband provider failure, or if your account with Nexbridge or your broadband/IP transit provider has been suspended or terminated. It is recommended that you have an alternative method of contact for the Emergency Services such as a mobile phone or a traditional, wired phone (excluding wireless handsets) plugged into the PSTN for instances where a power outage or broadband failure occurs.
Customer 999/112 Location Information
Nexbridge needs to ensure that any transmission of information to, and information held by, the Emergency Services Database, is accurate and up to date. We do, from time to time, require an audit of the customer site information we hold, and hence we require you to respond to requests for updated site location information within 48 hours of the request.
Automated Diallers and 999/112
By default, traffic originated by automated diallers where the service provided by Nexbridge does not relate to an end user, and that end user does not have the facility to originate an emergency call, then access to emergency services would not normally be required. Where a call is made, however, a default network CLI will be allocated with default site location information provided by the customer, and with a VoIP flag set when updating the Emergency Services Location Database. In the scenario where a dialler is generating calls, it is highly recommend that you ensure that you/your agents have an alternative means of contacting the Emergency Services such as a PBX line, mobile phone or a traditional, wired phone plugged into the PSTN.
Indirect Access (IDA) / Dial-in Access (Non-VoIP Access)
Nexbridge IDA or Dial-in Access Customers must ensure that their PBX routes 999/112 out via their primary service provider to ensure location information and originating provider details are correct when a 999/112 call is received by the emergency operator. Nexbridge DOES NOT route 999/112 emergency calls via IDA.
Carrier/Aggregate Connected Customers
Where a connection to the Nexbridge Network is provided for VoIP wholesale connectivity and the calling line identity of the caller is not from a Nexbridge number range or is not a number imported via number portability, then unless otherwise agreed, the connectivity does not include routing of 999/112 emergency service traffic.
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