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Lucid Communications

911 Service Availability

LucidPBX is a product of Lucid Communications
PBX stands for "Private Branch Exchange"

Our VoIP telephone service differs from telephone service offered by traditional telephone carriers. These differences include differences in how 911 calls are handled. Some of the most important differences are explained below.

Service Limitations
Our business telephone service (the “Services”) will not function if you lose electrical power, if you experience interrupted connection to your broadband internet service, if your account is suspended for non-payment, or if you cannot connect to our platform because of an obstruction on your wide area network or local area network, such as a port blocked by your internet service provider. These limitations also apply to our 911 dialing service (“LucidPBX 911 Dialing”). The Services, including LucidPBX 911 Dialing, may not be accessible from a particular phone or other calling device if that device is not configured correctly or otherwise malfunctions. The Services are not set up to provide the autodialing functionality sometimes relied on by security systems, medical monitoring equipment, TTY equipment, etc. You should not rely on the Services to provide this functionality.

Enhanced 911 (“E911”) service is 911 service which includes automatic forwarding of location and callback information to emergency responders at a 911 answering point. Automatic forwarding of this information can assist emergency responders and can facilitate callback if a 911 call is dropped before completion. The information forwarded by the E911 system is called Automatic Location Information (“ALI”) and Automatic Number Information (“ANI”). To facilitate E911 service, we require you to register a physical address for each calling device on your PBX. You must provide an accurate and physical address for each device. You must also provide an updated address if the physical location of a device changes. You may notify us of changes by calling Support or, if available, by making changes directly in your customer portal. After you provide address information for a device, there may be some delay before automatic forwarding of ALI/ANI is enabled. A device’s registered address is the only means by which to route an E911 call to the geographically-assigned E911 answering point. Therefore, if you register incorrect ALI/ANI information or fail to update this information after moving a device, E911 call routing may not function correctly. If the geographically-assigned E911 answering point is unreachable for any reason, E911 calls may be forwarded to a different 911 answering point. In some cases, an answering point may not receive ALI/ANI information. In these cases, the caller will need to provide location and callback information verbally. LucidPBX 911 Dialing is subject to any limit of liability in our service contract.

Notice to Users of LucidPBX 911 Dialing
You are responsible, and you agree, to notify any individuals who may place emergency calls using Lucid Communications (LucidPBX) Services of the limitations of LucidPBX 911 Dialing and E911 described in this document. We will provide you with warning labels informing callers of the key limitations contained in this document and you are responsible to place them on or near each calling device used with the Services. If you have not received labels or need additional labels, you may request them from Support, by emailing [email protected] or calling (352) 810-8647.

Alternate 911 Service
If you are uncomfortable with the limitations of LucidPBX 911 Dialing and E911 discussed above, we recommend you obtain alternate means to access traditional 911 dialing service.

Updated on March 28, 2023

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