Policy Text
CATEGORY DATE ADOPTED LAST REVIEW NEXT REVIEW
2 01/24/2011 06/01/201 9 06/01/20 20
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS308 - Voice Over Internet Protocol (VoIP) 1 SS308 VOICE OVER INTERNET PROTOCOL (VoIP)
SS308.1 PURPOSE AND SCOPE
The Tustin Police Department should make all reasonable efforts to verify the existence of an
emergency, the location of the emergency, and dispatch or otherwise coordinate an appropriate
response based on the circumstances of each VoIP 9 -1-1 call received via an internet service
provider.
SS308.1.2 ACCREDITATION STANDARDS
This p rocedure pertains to the followi ng CALEA Standards: 81.2.10
This procedure pertains to the following General Order(s): §802
SS308.2 PROCEDURE
VoIP (Voice over Internet Protocol) is a new way of making telephone calls over the internet.
Recently, the Federal Communications Commissio n (FCC) mandated that VoIP providers
deliver all 9 -1-1 voice calls, the call back number and the caller’s “registered location” to the
appropriate public safety answering point (PSAP) via the E911 network. VoIP converts voice
signals from the telephone in to digital ‘packets’ traveling over a broadband internet connection,
using a modem adapter with a regular phone or laptop to deliver calls. In other words, VoIP
allows people to talk on a telephone via an internet connection. Examples of VoIP service
providers are: HBF, Intrado and TCS.
While issues of inconsistency are being addressed, it is important to note and be aware of
potential pitfalls that may be experienced by PSAPs.
a) Inconsistent routing and transfers of VoIP calls to the PSAP ;
b) The relative ease with which VoIP can be breeched;
c) Missing or inaccurate ANI and ALI i nformation;
d) VoIP may misinterpret whispers as no sound and not transmit them;
e) VoIP may misinterpret non -human sounds and transmit completely different sounds.
There are two types of VoIP calls: fixed and mobile.
SS308.2.1 FIXED
a) MSAG (Master Street Address Guide) verified Delivered as regular landline calls ;
b) ANI/ALI info available;
c) No latitude/longitude available (not mobile) .
d) VoIP fixed calls are to be handled accordi ng to the procedure for handling landline 9 -1-1
calls.
CATEGORY DATE ADOPTED LAST REVIEW NEXT REVIEW
2 01/24/2011 06/01/201 9 06/01/20 20
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS308 - Voice Over Internet Protocol (VoIP) 2
SS308.2.2 MOBILE
a) Non-MSAG verified ;
b) Delivered in three different ways:
c) Through ten-digit emergency line directly or as a transfer ;
d) Relayed by private call center ;
e) Within the 9 -1-1 network ;
f) Mobile calls can be made from anywhere in the world a broadband internet connection
can be accessed, and the address delivered by the VoIP carrier is dependent on
information given by the subscriber (ANI/ALI info could be outdated since it is reliant
upon the sub scriber to update it );
g) Can have intermittent breaking in voice;
h) VoIP mobile calls are to be handled according to the guidelines as provided in this
document.
SS308.2.3 FIXED VoIP CALLS
Fixed VoIP calls are MSAG validated and will dispatch full ANI/ALI information and should be
processed in the same manner as any other landline call.
SS308.2.4 MOBILE VoIP CALLS
Prompt location verification is critically important for mobile VoIP calls as the actual call source
can originate from anywhere in the world there is internet access. Location information or ALI
may be completely inaccurate or missing. Calls may have incorrect or missing subscriber
information or incorrect or missing ALI.
Some calls may indicate the V oIP provider by no callback or address for the subscriber/caller.
Occasionally the display may read “VoIP 9 -1-1 CALL” or “VoIP CALLER” with no other
information.
As addresses are not MSAG validated for mobile VoIP calls, some calls may be misrouted
throu gh the ten-digit emergency line or in the 9 -1-1 trunks. Because private call cen ters may
not have the correct ten-digit number, calls may be misrouted to the wrong PSAP or to a wrong
internal number.
When such a call is presented, the call taker should i f possible:
a) Obtain and verify the location of the emergency, always including city and state, and if
applicable, country, as the mobile caller may be anyw here;
b) Obtain the caller’s informati on (name, callback number, etc.);
c) Ask all appropriate questions and provide instructions as appropriate.
CATEGORY DATE ADOPTED LAST REVIEW NEXT REVIEW
2 01/24/2011 06/01/201 9 06/01/20 20
TUSTIN POLICE DEPARTMENT
STANDARD OPERATING PROCEDURES
SS308 - Voice Over Internet Protocol (VoIP) 3 TTY may or may