Voice over Internet Protocol (VoIP) services are different from traditional land line telephones or cell phone service in that your physical location may not be automatically detected when you place a 911 phone call.

Unlike land lines and cell phones, VoIP allows you to make phone calls using an internet connection from anywhere in the world. If you are mobile and if your VoIP desk phone is relocated without authorization from GVSU's Telecommunications Department, emergency responders receiving 911 calls may not automatically receive correct information on where you are geographically located.

VoIP equipment with e911 limitations includes: wireless phones; soft clients (computer generated telephony) and desk phones when moved without authorization. Desk phone applications cover most GVSU VoIP users. VoIP desk phones can be easily moved to other active VoIP phone ports without assistance from the Telecommunications Department. For your safety we ask that you submit a telephone work order at this website when phone relocations are necessary. The telephone work order process triggers updates to all systems including e911.

The following are examples of limitations to 911 emergency services using VoIP technology:

• Relocating VoIP desk phones without prior authorization from Grand Valley State University Telecommunications Department will transmit incorrect phone numbers and/or location information to emergency responders. Submit a telecommunications work order for desk phone relocations.

• When you are mobile a 911 call placed using VoIP service may not connect to the Public Safety Answering Point (PSAP), which dispatches emergency personnel to assist a 911 caller.

• When you are mobile VoIP 911 service may correctly connect to the PSAP, but not automatically transmit your phone number and/or location information.

• When you are mobile VoIP 911 service may connect to a PSAP serving a county other than the one you are located in.

• VoIP 911 service may not work during a power outage, or when the internet connection you are using to place the call fails or becomes overloaded.