911 information
911 emergency calling on CasConnect
CasConnect carries your calls over the internet instead of a traditional phone line. 911 still works, but it works differently, and there are things you need to know and do so that help reaches the right place. Please read this page and share it with everyone who uses a CasConnect phone.
Because CasConnect phones and apps can be used from any internet connection, a 911 operator may not automatically see your location. You must be ready to tell the operator your exact address and location. If your internet or power is out, your CasConnect phone cannot call 911. Have another way to reach 911, such as a mobile phone, available at every location.
How a 911 call from CasConnect is handled
When you dial 911 from a CasConnect phone or app, the call is routed using the service address registered for that phone. Depending on your location and how the phone is being used, the call may first reach a specialized emergency call centre, which confirms your location before transferring you to the local emergency dispatcher. This is different from a traditional landline, where the dispatcher usually sees your address immediately.
- Stay on the line and give your address. State your street address, community, building and unit or room, then describe the emergency.
- Do not hang up until told to. If the call drops, the operator will try to call your number back.
- If you cannot speak, leave the line open. The operator will use your registered address as a last resort.
Your registered address
Every CasConnect phone and app is registered with a physical address when it is set up. That address is what emergency services rely on if you cannot give your location. It only stays useful if it is correct.
- If a desk phone moves to a different office, building or community, tell us before it is used.
- If a staff member uses the mobile or computer app from home, a camp or a hotel, the registered address may not match where they are. They must give their real location to the operator.
- Update your registered address any time by contacting the CasCom helpdesk at helpdesk@cascom.ca or +1-867-765-2020.
When 911 will not work from CasConnect
- During a power outage at your location, unless your phones and network equipment are on battery backup.
- During an internet outage, or when your connection is too congested to carry a call.
- If your CasConnect service is suspended or cancelled.
- From a phone or app that has not been registered with an address.
- From the mobile app when the phone has no data or Wi-Fi connection. In that case, dial 911 from the phone's regular cellular dialer instead.
What we ask every CasConnect customer to do
- Confirm the registered address for every phone at setup, and again whenever something moves.
- Keep a mobile phone or other non-CasConnect way to call 911 available at every site.
- Place the 911 warning sticker we provide on each desk phone, and brief new staff on this page.
- Acknowledge these limitations in writing before service starts. We are required to obtain this acknowledgement before activating your service.
Questions
Contact the CasCom helpdesk at helpdesk@cascom.ca or +1-867-765-2020. For general information about 911 and VoIP in Canada, see the CRTC's 911 services page.
CasConnect is provided by CasCom Ltd., 11 Coronation Drive, Yellowknife, NT X1A 0G5. This notice is provided in accordance with CRTC requirements for VoIP service providers.