Emergency dialling telephony services support 999/112 public emergency call services and such Calls will be routed to the national emergency call handling agents. However these services do not operate in the same way as PSTN fixed line 999/112 public emergency call services and connection to such services may not be possible in the event of a service outage caused by loss of Customer or End User connectivity to the internet for whatever reason. In such circumstances Customer or End User should use Customer’s PSTN line / mobile device to make the emergency call. Furthermore it may on occasions not be possible for emergency services personnel to identify the Customer’s location and telephone number so this information should be stated promptly and clearly by the Customer or End User when making such a Call.
Emergency dialling. 18.1 Emergency Numbers can be accessed, free of charge, if the SaaS Service is fully operational and if accessed from within the Service Location.
18.2 If the Buyer use the SaaS Service outside the Service Location the Buyer will not be able to call the Emergency Numbers in such Service Location, or such calls may be routed to an incorrect answering point.
18.3 CPE requires mains power and a continued and constant connection to make or receive a Call and if power or connectivity is lost a User will not be able to make or receive any Call including an Emergency Call.
18.4 As part of the Configuration Information for each User, the Buyer needs to supply the Supplier with the most geographically relevant CLI Address from which the Service will be consumed. Emergency Services may use the CLI Address to identify the location of the user when making an Emergency Call.
18.5 The Buyer must tell the Supplier immediately if a CLI Address needs to be or has been changed.
18.6 When making an Emergency Call a User must confirm their location to the Emergency Services operator so that the Emergency Service can be despatched to the correct location. The Emergency Services operator will be made aware that the CLI Address is not a reliable indicator for the location of the User.
18.7 The Emergency Call service will only be available where the Emergency Call originates from a caller located in the UK from a number that conforms to the national numbering plan, as confirmed by Ofcom and being either a (i) geographic number or (ii) non-geographic number with a prefix of fix 055,056,03 or 08.
18.8 The Supplier will give the Buyer not less than 30 days’ written notice of any material change to the Emergency Services.
18.9 The Buyer shall inform all Users of the SaaS Service of the above limitations and shall provide all Users with an alternative means of accessing emergency services other than through the SaaS Service.
18.10 For clarity, the SaaS Service is an ‘over-the-top’ call-routing software solution that is integrated with, and is dependent upon, the Buyer’s underlying telephony system (whether separately provided by the Supplier, the Key Subcontractor or a Third-party telephony provider). As such, calls to emergency services cannot be made within the Virtual Contact Centre application and the Buyer must ensure that calls to the emergency services are secured through the Buyer’s underlying telephony provider (if not provided by the Supplier or the Key Subcontractor).
