The telephony industry has evolved over the years from traditional landlines to also include cellular service, VoIP, Wifi, and a variety of other emerging technologies. These advancements create many challenges for 9-1-1 service; one of them being that at times a 9-1-1 call may be sent to the wrong PSAP. If the caller is outside the PSAP’s area of dispatch, the issue is that the PSAP is not necessarily aware of what the appropriate PSAP is, nor what their transfer number is.
When in this situation, a PSAP operator may attempt to find the appropriate agency using www.google.com, www.411.com, www.Canada411.com, www.NENA.org etc. or the Long Distance Operator. The problem is that all of these solutions can be very time consuming and may not provide an accurate answer; all the while a caller with an emergency is waiting.