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Enhanced 911 Disclosure Statement

What is E911?

Enhanced 911 (E911) is a standard service automatically provided with Texas Wesleyan’s VoIP telephone service and is required by the Federal Communications Commission (FCC) and Texas State Health and Safety Code. When 911 is dialed from a VoIP telephone, the call is transmitted to the appropriate Public Safety Answering Point (PSAP) along with a callback telephone number and physical location of the caller.

911 Call Alert

911 Call Alert is a feature that further enhances E911 by alerting Campus Security when a 911 call is made from a VoIP telephone. This additional alert provides Campus Security with information about the 911 caller and their location. 

How do I use E911?

E911 is automatically provided to users of Texas Wesleyan’s VoIP telephone service when they dial 911 or 9-911 from a VoIP telephone.

E911 Limitations

By using Texas Wesleyan's VoIP telephone service, you are affirmatively acknowledging that you have read and understood these limitations. If you do not understand or have any questions about the information contained in this disclosure, contact the Service Desk at (817) 531-4428 or servicedesk@txwes.edu.

E911 service applies to 911 calls made using Texas Wesleyan's VoIP telephone service on Texas Wesleyan's wired local area network ("LAN"). It does not apply to VoIP 911 calls made over Texas Wesleyan's wireless LAN ("Wi-Fi") or virtual private network ("VPN").

Situations in which E911 service may be limited or unavailable include but are not limited to:

  • During a power outage - Even if your VoIP device may be powered by a battery backup or Uninterruptible Power Supply ("UPS"), your VoIP device may cease to function in the event of a commercial power outage. Once the power is restored, your VoIP device may require a reset to operate normally.
  • During a network outage - Once network service has been restored, your VoIP device may require a reset to operate normally.
  • During scheduled maintenance - The technical systems (servers, databases, etc.) supporting E911 and VoIP services periodically require maintenance and/or updates to resolve technical issues or make improvements to the service. Certain maintenance activities may limit E911 & VoIP service or prevent service from operating until the maintenance window is completed.
  • During an E911 and/or VoIP service outage - In the event, the technical systems (servers, databases, etc.) providing E911 & VoIP services experience a technical failure, E911 & VoIP services may be limited or unavailable until technical systems are restored.
  • VoIP 911 calls placed over Texas Wesleyan's Wi-Fi network - Due to limitations within our Wi-Fi network architecture, your call may not be connected to the PSAP or may be disconnected. Additionally, calls made over Wi-Fi may not provide your accurate location to the PSAP.
  • VoIP 911 calls placed over Texas Wesleyan's VPN - Due to the limitations of VPN, your call may not be connected to the appropriate PSAP or may be disconnected. Additionally, calls made over VPN will not provide your accurate location to the PSAP.
  • Service suspension or termination – VoIP 911 services may not be available in the event your VoIP telephone service is suspended or terminated by Texas Wesleyan University.
911 Recommendations

Due to the limitations described in this E911 Disclosure Statement, Texas Wesleyan recommends the following:

  1. Have an alternate means of contacting 911 emergency services, such as a cell phone.
  2. State your location and telephone number to emergency personnel during a 911 call if possible.
  3. Place the provided warning label on or near your telephone equipment. If you do not have a label or need additional labels, please contact the Service Desk at (817) 531-4428 or servicedesk@txwes.edu.