Emergency Services Access
Serviciile VoIP trebuie să asigure acces la servicii de urgență (112 în EU, 911 în US). Conformitatea E911/112 este obligatorie.
Emergency Numbers by Region
| Region | Number | Services | Location Required |
|---|---|---|---|
| EU (Romania) | 112 | Police, Fire, Medical | Yes (eCall) |
| USA | 911 | Police, Fire, Medical | Yes (E911) |
| UK | 999/112 | All services | Yes |
| Canada | 911 | All services | Yes (E911) |
E911 Call Flow
User Dials 911/112
Call detected as emergency
Location Retrieved
Registered address or GPS coordinates
Route to PSAP
Public Safety Answering Point based on location
Location Delivered
Address/coordinates displayed to dispatcher
Callback Enabled
PSAP can call back if disconnected
Location Requirements
Registered Location
For fixed VoIP lines - address registered at signup.
- • Street address
- • City, State/Region
- • Postal code
- • Country
- • Floor/Unit (if applicable)
Dynamic Location
For mobile/nomadic users - GPS or network-based.
- • GPS coordinates (mobile)
- • WiFi positioning
- • IP geolocation (fallback)
- • User-provided address
Voice AI Considerations
Emergency Call Detection
Voice AI must detect when user mentions emergency or tries to reach 911/112. Immediately transfer to emergency services, don't attempt to handle.
Bypass AI for Emergency
Emergency calls should bypass IVR/Voice AI entirely and route directly. No prompts, no verification, no delays.
Location Awareness
If Voice AI knows user's location, pass it along with emergency transfer. Can be critical for mobile/WebRTC users.
Implementation Checklist
VoIP E911 Limitations Disclosure
Users must be informed of potential limitations:
- ⚠ May not work during power/internet outage
- ⚠ Location may be incorrect if address not updated
- ⚠ Mobile users: GPS/location must be enabled
- ⚠ WebRTC: location permission must be granted
- ⚠ International roaming may have limitations
Recommendation: Require users to acknowledge E911 limitations during account setup and whenever registered address changes.
Romania 112 Requirements
STS (Serviciul de Telecomunicații Speciale)
- • Manages Romanian 112 infrastructure
- • All telecom providers must connect
- • Location accuracy requirements
- • Callback capability mandatory
ANCOM Regulations
- • VoIP providers must register
- • E112 technical specifications
- • Reporting requirements
- • Annual compliance verification