VoIP for 911 Personnel

Courses for 911 Professionals
  • Course:VoIP for 911 Personnel
  • Course ID:VOIP-911 Duration:2-3 days Where: Your Office (7+ Persons)
  • Available as a private, customized course for your group at your offices or ours and in some cases as a WebLive(TM) class.

  • Download Course Description (PDF)

Course Outline

  • Four Public Safety Views of VoIP
    • Dark Side: VoIP Calls from the Public
    • Bright Side: VoIP in Government Networks
    • Funding: Changing Views of 911 Funding
    • Regulation: Federal, State and Local
  • Dark Side: VoIP Calls from the Public
    • VoIP Overview
      • Caller Types:  Fixed, Nomadic, Mobile/802.x, Hybrid Cellular/802.x, ALI/ANI/Location Issues
      • Transmission of Human Speech
      • Packet Voice vs Conventional Voice
    • 9-1-1 Call Processing
      • Conventional Calls
      • Cellular Calls
      • VoIP Calls:  NENA I1, NENA I2, NENA I3
    • VoIP Problems/Issues
      • Lack of Hand-offs
      • VoIP is not Traditional Telephony, Just Cheaper
      • Inconsistent Call Routing
      • Missing or Inaccurate ANI/ALI
      • Voice Quality Ranges Substantially
      • Misinterpretation of Whispers, Soft Sounds and Background Noise
      • Non-transmission of Whispers, Soft Sounds and Background Noise
      • Misinterpretation of Non-Human Sounds
      • Quality Degradation during Heavy Call Volumes
      • Evidentiary Issues Related to Recordings of VoIP Calls
      • Power Failure and Battery-Backup option, Does Not Work during Power Outages
      • Use of Mobile Wireless VoIP and Location Issues
      • Fraudulent and Misleading Use of VoIP – Bombing and SWATing
      • Lack of Clarity in VoIP Standards
      • Training on IP, VoIP and Related Technologies
      • PSAP Best Practices
      • MSAG and Location Issues
      • Jurisdictional Issues
  • Bright Side: VoIP in Government Networks
    • Enhance Communication with the Public
    • Provide a Wider Range of Services for the Same or a Smaller Budget
    • Enhance Communication, Collaboration and Productivity Internally and with other Agencies
    • Add Text, Video and Audio to Supplement Voice
    • Inform a Wider Range of Persons with More Information More Quickly
  • Funding: Changing Views of 911 Funding
    • PSAP Funding Models
      • Shrinking Wireline
      • Cellular/Wireless Fees
      • VoIP Fees
    • VoIP Collections/Remittance Status
    • VoIP Remittance Regulations
    • Federal and State Funding
  • Regulation: Federal, State and Local
    • Federal:  Federal Law, Federal Orders, Court Orders
    • State:  State Law, State AG and Other Actions, PUC/PSC Orders, Court Orders
    • Local:  County, Municipal
  • Other Issues
    • National Funding
    • PSAP Consolidation
    • IP-enabled PSAPs
  • Conclusion
Course Overview

Course in a Nutshell

The men and women who run United State’s 911 emergency calling system were virtually unaware of the existence of a new telephone technology when the first VoIP 911 call failed to arrive at its Public Safety Answering Point. Like cellular wireless before it, the service providers who implemented VoIP did not consider emergency calling a part of the new service and the first call for help from a VoIP subscriber went unanswered. Only then did organizations such as APCO and NENA as well as the FCC and state regulators get involved. Even now, with over a decade of VoIP calls from the public behind us and the number of VoIP emergency calls increasing, 911 administrators, managers, directors, board members, board attorneys and regulators do not have the knowledge they need to properly manage VoIP technology, regulation, and funding. This course, delivered in plain English in an easy to understand manner, is designed to fill that gap.


Customize It!

We can adapt this course to your group’s requirements at little to no added cost. While the standard course is specific to the US 911 system, Canadian, Australian and New Zealand versions are also available. With adequate advance notice, it is also possible to tailor this course for other countries.

Audience / Prerequisites

Aimed At

911 administrators, managers, directors, board members, board attorneys, and regulators.



You should have a basic understanding of the operation, regulatory and funding mechanisms for the US 911 system (or the equivalent system for your country).