A 911 location is the address shown to the 911 operator when someone dials 9-1-1 from a phone that is using Intermedia Unite. This information is sent to the phone service provider when you register a phone number. You must provide this information when you create a phone number for a user or the Auto Attendant.

You can update 911 location information for any phone number at any time in HostPilot.

Users with permissions set to Full Control can change their own 911 location information in My Services.  Read the Knowledge Base article on Intermedia Unite: My Services User Permissions for more information.

To change main 911 address via HostPilot:

  1. Navigate to Services > Intermedia Unite> Devices.
  2. Click on the device for which you need to change the 911 address.
  3. Under Settings click Change user & edit 911 location
  4. On the next page fill up the 911 address or click on Prefill with existing location > select one of the existing locations > Prefill 911 address.
    You can add any address details/additional information/directions in the 911 Location Details field
  5. Click Apply new 911 Address

To add new location via HostPilot:

  1. Navigate to Services > Unite > Locations.
  2. Click Add location
  3. In the 911 Location window, enter the complete address and make sure everything is correct.
  4. Click Add location.
  5. Go to the next step to assign phones to a new location.  

To change the 911 location via My Services:

  1. Log in to My Services.
  2. On the Overview tab, you will see your personal phone settings.
  3. To the right of the phone number, click Edit 911.
  4. In the 911 Location window, enter the complete address and make sure everything is correct.
  5. Click Accept & Save Changes

Testing e911 service

Changes made to the 911 address take place immediately and testing isn't necessary. If HostPilot allowed you to save an address, then it should be functional. However, if you still would like to place a test 911 call, be noted that states may vary on how they handle testing e911 and penalties can be imposed for calling when there is not an emergency, even for testing purposes.

Before placing a test call:

  • familiarize yourself with local regulations
  • coordinate with your PSAP (Public Safety Answering Point)

When placing a test 911 call, always state “this is a test as we are turning up a new phone system”.