When someone dials 911 from an office phone, two things matter more than anything else: the call has to connect immediately, and responders have to know exactly where the caller is. In a large building, a street address alone is not enough. Paramedics need the floor, the suite and sometimes the room.
The short answer: two federal laws cover this for business phone systems. Kari’s Law requires that anyone can dial 911 directly, without pressing 9 or any other prefix first, and that the system notify someone on site when a 911 call is made. Section 506 of RAY BAUM’S Act requires that every 911 call from a business phone system send a dispatchable location: the street address plus details like floor or suite. Most cloud phone systems handle both, but only if your locations are set up correctly and kept up to date.
Kari’s Law is named after Kari Hunt, who was killed in a Texas hotel room in 2013. Her young daughter tried to call 911 four times but could not get through, because the hotel phone required dialing 9 first. The law that followed applies to multi-line telephone systems, the kind used in offices, hotels, schools and clinics.
For systems manufactured, sold or installed after February 16, 2020, Kari’s Law requires two things:
Section 506 of RAY BAUM’S Act deals with location. The FCC defines dispatchable location as the street address of the caller plus any additional information, such as room or floor number, needed to find the caller.
The FCC set these compliance dates:
| Type of phone | Requirement | Compliance date |
|---|---|---|
| Fixed desk phones and fixed VoIP | Automatic dispatchable location with every 911 call | January 6, 2021 |
| Non-fixed VoIP (softphones, mobile apps, phones that move) | Automatic dispatchable location if technically feasible; otherwise a registered location or other location information | January 6, 2022 |
“Fixed” means the phone stays in one place, like a desk phone plugged in at a reception desk. “Non-fixed” covers phones and apps that move with the user, such as a laptop softphone or a mobile app used from home.
Your phone provider should have a registered address for each phone, including suite and floor. A building on Wilshire Boulevard with ten floors needs more than the street address. If your office covers more than one floor, each area should have its own location detail.
Decide who receives 911 alerts. Common choices are the front desk phone, an office manager’s email, or a text to a security team. Test it so you know the alert actually arrives.
Staff who use a softphone or mobile app from home or on the road are the hardest case. On a smartphone, dialing 911 through the regular phone dialer uses the cellular network and its location tools. Inside a business calling app, the location depends on what the user has registered. Train remote staff to update their location when they work from a new place, or to use their phone’s regular dialer for emergencies.
The most common 911 problem is not the law. It is an office that moved or reorganized and never updated the registered addresses. Any time you move, add a floor or open a new location, update your 911 locations the same day.
During setup, Supreme Call registers the address and suite for each location, sets up 911 alerts for the person or desk you choose, and confirms direct 911 dialing works. When you move or add a location, tell us and we update the records. For related questions, see our business phone FAQ and our guide on VoIP vs landline service.
This article is general information, not legal advice. For questions about your specific obligations, consult the FCC’s guidance or a telecommunications attorney.
Yes. Business VoIP phones can call 911. Federal rules require that the call include a dispatchable location, which is your street address plus details like floor or suite, so your provider must have an accurate registered address for each phone.
Kari’s Law requires that anyone can dial 911 directly from a business phone system without a prefix such as 9, and that the system notify a central location on site when a 911 call is made. It applies to systems manufactured, sold or installed after February 16, 2020.
The FCC defines dispatchable location as the street address of the caller plus additional information, such as room or floor number, needed to find the caller. It must be sent with 911 calls from business phone systems.
Softphones and mobile apps count as non-fixed devices. The provider must send an automatic location if technically feasible, or use a location the user registers. Remote staff should keep their registered location current or use their mobile phone dialer for emergencies.
Update the registered 911 address and suite for every phone on the day of the move. Outdated addresses are the most common reason 911 responders are sent to the wrong place.
Supreme Call designs, installs and supports business phone systems for companies across Los Angeles and the San Fernando Valley. Plans run $19.99 to $24.99 per extension per month, with no installation fee and month-to-month service. Call (310) 444-1500 or book a free one-on-one call.
