Important 911 information for AIVA Phone
AIVA Phone is an internet phone service. 911 works differently than on a traditional phone line, so please read this and share it with everyone who uses AIVA Phone.
How 911 works with AIVA Phone
Anyone can dial 911 directly from an AIVA Phone desk phone, the browser or the AIVA app. No extra digit or prefix is needed.
Each office has its own registered emergency address, set up with AIVA MD when the office starts using AIVA Phone. A 911 call is sent to the emergency center for that address, and that address is shared with the dispatcher.
Keep every office address current
- The registered address must be the place where the phones are actually used, including the suite or floor.
- Before moving desk phones, opening a new office or changing suites, contact AIVA MD so the emergency address can be updated first.
- When you use AIVA Phone in the browser or the app away from the office, a 911 call may show the office address. Always tell the dispatcher where you are.
When 911 may not work
911 calls on AIVA Phone may not go through, or may be delayed, if:
- There is a power outage. Desk phones and internet equipment need power.
- Your internet connection is down, slow or congested.
- The phone or app is not signed in or not connected.
- Your AIVA Phone service is suspended or ended.
- A phone is used at a place other than its registered address.
Always keep another way to call 911, such as a mobile phone, especially during a power or internet outage.
What your practice should do
- Share this information with every person who uses AIVA Phone.
- Place the 911 notice label provided by AIVA MD on or near each desk phone.
- Tell AIVA MD about any address change before it happens.
- Do not place test calls to 911.
Questions
Contact AIVA MD at support@aivamd.com. This notice is part of the AIVA Phone service terms.
AIVA Phone is an internet-based (VoIP) phone service. Its 911 service is different from, and may be more limited than, 911 on a traditional landline or mobile phone. 911 calls may not be completed, or may be delayed, during a power outage, an internet or network outage or slowdown, if the phone or app is not signed in or connected, if the service is suspended or ended, or if a phone is used anywhere other than its registered office address.
911 calls are routed using the emergency address registered for your office. If you use AIVA Phone anywhere else, the emergency center may not receive your correct location, and you must tell the dispatcher where you are.
By using AIVA Phone, you acknowledge these limitations and agree to inform every person who uses AIVA Phone at your practice. To the fullest extent allowed by law, AIVA MD and its service providers are not responsible for any inability to reach emergency services, or for any delay or error in a 911 call, caused by the limitations described on this page.
If you cannot reach 911 on AIVA Phone, hang up and call 911 from another phone right away.