A 911 location is the address shown to the 911 operator when someone dials 9-1-1 from a phone that is using Hosted PBX service. 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 can change their own 911 location information in My Services, unless they do not have "full control" permissions for this setting. Read the Knowledge Base article on Setting user permissions for phone settings for more information.

To change the 911 location via HostPilot:

  1. Navigate to Services > Hosted PBX>Phone Numbers.
  2. You will see the list of all numbers
  3. To the right of the Phone Number that you would like to edit, click Action> Edit E911.

  4. In the 911 Location window, enter the complete address and make sure everything is correct (see the section How to provide the correct 911 location). 
  5. Click Accept & Save Changes.

To change the 911 location for a phone via HostPilot:

  1. Navigate to Services > Hosted PBX and open the Phone Numbers tab.

  2. In the Phone Numbers column, click Action for the corresponding phone number and choose Edit E991.

  3. In the 911 Location window, enter the complete address and make sure everything is correct (see the section How to provide the correct 911 location).
  4. Click Accept & Save Changes

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 location.
  4. In the 911 Location window, enter the complete address and make sure everything is correct (see the section How to provide the correct 911 location). 
  5. Click Accept & Save Changes.

To change the 911 location for the Auto Attendant:

  1. Navigate to Services > Hosted PBX and open the Auto Attendant tab.
  2. To the right of the Auto Attendant Numbers, click Edit phone & 911 location.

  3. In the 911 Location window, enter the complete address and make sure everything is correct (see the section  How to provide the correct 911 location). 
  4. Click Accept & Save Changes.

 

How to provide the correct 911 location 

In the 911 Location window:

  • All starred fields are required:
    • House Number: Type only the number of the building. If the number has a letter before it, put the letter separately in the House Number Prefix field.
    • Street Name: Type only the street name. Do not include words such as "Street" or "Avenue", or their abbreviations (put these in the Street Name Suffix field). If the street name includes a direction (such as North), put it in the Directional Prefix or Directional Suffix field.
    • City: The official city name, not abbreviated.
    • Zip Code: The 5-digit postal code or the extended Zip + 4 code.
    • State: The standard two-letter abbreviation of the state name.
  • If any additional fields can be used for this address, that information must be provided as well:
    • House Number Prefix: Some house numbers may start with a letter. If this is the case, the letter or letters preceding the number are called the house number prefix. If the house number does not begin with a letter, leave this field blank.
    • Street Name Suffix: The standard abbreviation for the type of street, such as: AVE for Avenue, BLVD for Boulevard, LN for Lane, RD for Road, ST for Street. This suffix may not contain more than 4 characters. You can find abbreviations for other suffixes on the United States Postal Service website: http://www.usps.com/ncsc/lookups/abbreviations.html#suffix
    • Directional Prefix: A compass direction (North, South, and so on) that comes before the street name in an address. If the street includes a directional prefix, use the standard abbreviation: N, S, E, W, NE, NW, SE, or SW. If it does not include one, leave this field blank.
    • Directional Suffix: The same as Directional Prefix, when it comes after the street name.
    • Location: Use this field for the location within a building, such as office, suite, unit, or apartment number, the floor of the building, or other information such as "upstairs".