At Northern911 our core business is helping people in times of need and handling emergency calls. It’s what we do all day, every day. We provide 911 (E911 and VoIP) Call Routing, Alarm Monitoring, Fire Dispatch and Telematics dispatching. Our services are proven and our results are excellent. We care about quality!

The VoIP Company will provide Northern911 with the subscriber telephone number, (must be a North American number that can be called unless special arrangements are made) the subscriber name and the last known address.  Uploading the information onto Northern911 data site does this.

Northern will pre-populate the fields for the caller’s location with the appropriate routeing to the PSAP and Police/Fire/Ambulance numbers.

When a VoIP Caller places a 911 call the VoIP Company will program their telephone switch to route the call to Northern911 over either SIP (Session Initiated Protocol) or the PSTN (Public Switched Telephone Network) and will provide Northern911 with the Caller ID number.

The Northern911 Call Taker answers the call with the following script:

“911, do you need Police, Fire or Ambulance?”

While the VoIP Caller responds, we perform a data dip based on the Caller ID to bring up the last known address.

The Call Taker then verifies the address with the VoIP Caller by stating the following: “Are you located at 123 Main St.?”

If the answer is “Yes”, the Call Taker immediately routes the call using the pre-populated route. Note that this is normally down the “prime” 911 trunks for the PSAP.

If the answer is “No” and the caller is not at the “last known address,” the Call Taker will obtain the full address and perform a look up in various databases and use their best efforts to determine the correct PSAP or downstream agency to route the call appropriately. 

In either case, the Call Taker announces the call to the downstream agency, verbally provides the information available and stays on the line long enough to confirm that the connection is good and that the two parties are communicating. The caller’s inbound Caller ID is routed through to the agency in the event they wish to call back to the caller. (Note we announce the Call as in Basic 911. The Enhanced ANI/ALI information is not displayed to the downstream agency on their CAD as in an Enhanced call.)

If the call is disconnected the call taker will call back to the ANI to attempt to make voice contact to verify the caller’s location.  If not able to make voice contact the call is transferred to the downstream agency with the “last known address”.

Note that if the Caller is unable to speak and/or non-responsive, the Call Taker will route the Call with the assumption that it originated at the last known address. This address is very important!!

All 911 calls are handled by APCO trained staff on a 24/7 basis. Our average answer time for 911 calls is 97% of calls answered within three rings. We provide all Canadian VoIP companies three addresses to route their inbound calls to (One for English and one for French so the caller can be answered in their language of choice and one served out of a different city at our back up location).  In addition to being staffed 24/7 with English/French we also subscribe to a translation service to cover 170 other languages.

By routing the calls in this way, all callers are provided “Basic 911” service and with that, help is available for the people in need.   

In dealing with Northern911, trained staff handles your calls 24/7 and your callers receive extraordinarily quick response.