DialLink 911 Service Terms & Emergency Calling Notice

Version 2.0 (interim) · Effective November 2, 2026 · Previous versions: Legal Archive

These 911 Service Terms are part of the DialLink Terms of Service and apply to every Customer, User, line and device that uses the Services to place calls. Capitalized terms have the meanings given in the Terms of Service. Please read this page carefully and share it with everyone who uses DialLink at your organization. We are completing an upgrade of emergency calling on DialLink; when it is live, this page will be replaced by the full 911 Service Terms and we will ask you to acknowledge them at your next sign-in.

IMPORTANT — 911 OVER AN INTERNET PHONE SYSTEM WORKS DIFFERENTLY FROM TRADITIONAL PHONE SERVICE, AND OUR EMERGENCY-CALLING UPGRADE IS NOT YET COMPLETE.

911 calls dialed in the DialLink desktop, web and mobile apps and on desk phones are placed through DialLink and our carrier. Until we have finished registering an emergency address for every line, a 911 call may be routed to a national emergency call center that does not receive your location or callback number: be prepared to state your street address and phone number.

911 calls from the DialLink mobile app are routed to the address registered for your line, not to where your phone is. Away from that address, or without an internet connection, dial 911 from your phone's own dialer.

Keep a mobile phone or traditional landline available at every location for emergencies, and tell everyone who uses DialLink at your organization.

AI Voice Agents cannot handle emergencies. Anyone with an emergency should hang up and dial 911 from a phone that can reach it.

Register a correct street address (the "Registered Location") for every User, line and device now, and keep it up to date: 911 calls are routed, and your location is sent to the emergency center, on the basis of that address.

1. Scope and Your Acknowledgment

1.1 Scope. This notice describes the current availability and limitations of 911 emergency calling when you use DialLink in the United States and what you must do. The Federal Communications Commission (FCC) requires interconnected VoIP providers to advise their customers of the circumstances under which 911 may be unavailable or limited (47 C.F.R. Part 9).

1.2 Acknowledgment. When an Account is created, and again whenever we publish a new version of this notice, the Account owner or an Administrator must affirmatively acknowledge, on behalf of the Customer, that they have read and understood this notice, accept the limitations described in it, will register and keep an accurate Registered Location for every User, line and device, and will inform all Users of these limitations. We keep a record of each acknowledgment (who acknowledged, for which Account, when, from which IP address, and which version of this notice).

1.3 Users. You are responsible for making sure that every User, and every other person who may use a DialLink line or device at your locations (including employees, contractors, visitors and residents), is aware of the limitations in this notice. We recommend posting this notice near shared devices and including it in your onboarding materials.

2. Limitations of 911 Service

Even after the upgrade is complete, 911 service over an internet phone system may be unavailable, delayed or limited, among others, in these circumstances:

(a) Internet or network failure. If your internet connection, Wi-Fi, local network or our carriers' networks are down, congested or degraded, 911 calls cannot be placed or may fail.
(b) Power failure. Desk phones, routers, modems and computers need power. If power fails and you have no backup power, 911 calls cannot be placed until power is restored and equipment restarts.
(c) Incorrect or outdated Registered Location. If the Registered Location for a line or device is wrong, incomplete or not updated after a move, 911 calls may be routed to the wrong emergency center and responders may be sent to the wrong address.
(d) Processing delay after an update. Changes to a Registered Location take time to be registered with our carrier and validated; until then, 911 calls may use the previous Registered Location or be routed to the national emergency call center.
(e) Number location. DialLink numbers are not tied to a geographic location. 911 calls are routed on the basis of the Registered Location, not the number's area code.
(f) Mobile and portable use. When a User places calls from a laptop or softphone at a location other than the Registered Location, 911 calls will be routed to the Registered Location unless it is updated first.
(g) Callback. The emergency center may not be able to call you back if the call is dropped, if the callback number is not transmitted, or if your line cannot receive calls.
(h) Suspension and termination. If your Account or a line is suspended or terminated, Users may be unable to place calls, including 911 calls, from the affected lines.
(i) Use outside the United States. 911 and other emergency calling through DialLink is supported only for Registered Locations in the United States; a User outside the United States must use a local phone (Terms, Section 4.1).
(j) Equipment, configuration and third parties. Misconfigured devices, firewalls, VPNs, integrations or networks that block voice traffic, and failures of emergency centers, carriers and other third parties outside our control, can prevent 911 calls from completing.

3. Your Duties

3.1 Registered Location. For every User, line and device, register the street address where it will be used, including floor, suite, room or other information needed to find the caller inside the building. Administrators can view and update Registered Locations from within the DialLink web, desktop and mobile applications. Update the Registered Location before a User or device is used from a new location. Providing a false Registered Location may result in suspension or termination.

3.2 Informing Users and others. Inform all Users and any other person who may use a DialLink line or device at your premises of the limitations in this notice, including that a 911 call may reach a national call center that does not know your location.

3.3 Warning labels. Print the 911 warning label available on this page and affix it to each desk phone and other fixed device used with the Services, in a location visible to anyone using the device. The label reads: "911 may be limited or unavailable. Keep your registered address up to date. diallink.com/911".

Print the 911 warning label (PDF)

3.4 Alternative means. Keep a mobile phone or traditional landline available at each location for use in an emergency, and consider backup power and internet for critical locations.

3.5 Testing. Do not place test calls to 911.

4. Fees

Taxes and Regulatory Fees invoiced under the Terms of Service include federal, state and local 911 and E911 fees and surcharges, which fund emergency services and which we are required to collect or elect to recover.

5. Liability

To the maximum extent permitted by law, including 47 U.S.C. § 615a, DialLink, its affiliates, suppliers and carriers, and their officers, directors, employees and agents, are not liable for any claim, damage, loss, injury or death arising out of or relating to the use of or inability to use 911 or other emergency services through the Services, including the acts or omissions of any emergency center, carrier or emergency responder, except to the extent caused by DialLink's gross negligence or willful misconduct. You release DialLink from, and will indemnify DialLink against, all such claims to the extent arising from your or your Users' failure to comply with this notice, including failure to maintain accurate Registered Locations, to inform Users or to affix labels, as provided in Section 14.1 of the Terms of Service. Section 15 of the Terms of Service applies.

6. Changes and Contact

We will replace this interim notice with the full 911 Service Terms when the emergency-calling upgrade is live, in accordance with Section 2.1 of the Terms of Service. Questions about 911 service or Registered Locations: support@diallink.com. DialLink Corp., 1688 Meridian Ave, Suite 700, Miami Beach, FL 33139, United States.

☐ I have read and understood DialLink's 911 Service Terms & Emergency Calling Notice. I understand that 911 service over an internet connection may be unavailable or limited (including during internet or power outages or if the registered address is wrong or out of date), that I must register and keep up to date a correct street address for every line and device, that 911 calls from the DialLink apps are routed to the registered address and not to where the phone is, and that I must inform all users of these limitations.