Important 9-1-1 Information for PharmaTools VoIP Users

This section contains important provisions regarding our 9-1-1 service. Please read it carefully.

Understanding Our VoIP 9-1-1 Service

VoIP services from PharmaTools allow you to make or receive telephone calls over the Internet. While similar to traditional telephone services, VoIP has unique characteristics, especially concerning 9-1-1 emergency services.

It is crucial that you understand these differences, particularly if you rely on our service as your primary telephone line. Emergency calls to 9-1-1 using our VoIP service are handled differently than traditional 9-1-1 calls.

Placing 9-1-1 Calls

When you dial 9-1-1, our E911 service will attempt to automatically route your call to the Public Safety Answering Point (PSAP) corresponding to the address of record in your account. However, due to the nature of VoIP, your call might be routed differently than a traditional 9-1-1 call.

For instance, your call may be directed to a specialized third-party call center that handles emergency calls. This center is different from the PSAP that would answer a traditional 9-1-1 call. Consequently, you may need to provide your name, address, and telephone number, especially if your registered address is not current.

How Your Information is Provided

Our E911 service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address, and telephone number associated with your account. However, for technical reasons, the dispatcher may not always be able to capture or retain this information. Therefore, when making a 9-1-1 call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up-to-date.

Correctness of Information

You are responsible for providing, maintaining, and updating correct contact information (including name, physical address, and telephone number) with your account. If you do not correctly identify your actual location, or if your account information is not current, 9-1-1 calls may be misdirected. You can update your most likely physical address online via your account portal at pharmatools.ca/signin (or your specific customer portal URL).

Disconnections

You must not disconnect a 9-1-1 emergency call until told to do so by the dispatcher, as they may not have your number or location information. If you are inadvertently disconnected, you must call back immediately.

Connection Time

For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or take longer to connect compared with traditional 9-1-1 calls.

9-1-1 Calls May Not Function

The functionality of our E911 services may cease or be curtailed in various circumstances, including but not limited to:

  • Technical problems or misconfiguration of your equipment.
  • Technical problems or misconfiguration of a third-party PBX managed by you.
  • Power outages affecting equipment on your premises.
  • Service outages (including our underlying provider's service outage), suspension, or disconnection of your service due to billing issues, or network/Internet congestion.
  • Network or Internet outages.
  • Changing locations: if you move your system access equipment to a location different from that registered with PharmaTools.

9-1-1 Call Charges

There is no fee for a legitimate emergency call to 9-1-1 through your PharmaTools service if it is properly provisioned for E911. However, charges may apply for calls to 9-1-1 made without valid motive, for test purposes, or with an account that has not been properly provisioned. DO NOT DIAL 9-1-1 UNLESS YOU HAVE A REAL EMERGENCY.

Inform Other Users

You are responsible for notifying any user or potential users of your PharmaTools E911 services about the limitations of 9-1-1 emergency calls as described herein. We recommend attaching warning stickers (available upon request if not included in a starter kit) in a visible location on your telephone sets.

Alternate Services

If you are not comfortable with the limitations of 9-1-1 emergency calls with VoIP, PharmaTools recommends that you consider an alternate means for accessing traditional 9-1-1 emergency services (such as a cellular telephone) or terminate the VoIP services.

Limitations of Liability

PharmaTools’s terms of service limit and disclaim liability related to our VoIP 9-1-1 service. Please read these carefully. If you do not understand and agree with the limitations of the PharmaTools E911 service, you should consider alternate means of accessing traditional 9-1-1 services or terminating your PharmaTools service. For a complete description of our VoIP 9-1-1 service and full Limitations of Liability, please see PharmaTools’s terms of service.