Hosted PBX

Hosted PBX looks and appears to work like a phone, however it is different in that may connect to the Internet. There are several important factors to consider regarding the impact of this service on your emergency calls.

9-1-1 Service

If you dial 9-1-1, you will be automatically routed to a specialized call centre that handles emergency calls. This call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You may be required to provide your name, telephone number and address to the call centre operator.

9-1-1 Access Limitations

9-1-1 Service may NOT be available if your Internet connection is down or your Hosted PBX service is not available, e.g. in the case of a power failure. 9-1-1 Service may not be available when calling from outside Canada.

If you change the address from which you use your Hosted PBX service, your access to 9-1-1 Service will change and will not work properly. Upon any move to a new address, or change of use of your Hosted PBX service, immediately advise your Primus Account representative or call Primus at (1-888-501-8430).

If you fail to advise PRIMUS of any changes, this may adversely affect your ability to access 9-1-1 Service.

User Tips

• Ensure that you understand the 9-1-1 Service limitations and make all other potential users of the service aware of these limitations;
• Do not forget to affix the supplied warning stickers to your Hosted PBX routers, switches and telephones;
• 9-1-1 Service may not be available during a power outage or during an Internet outage. Therefore, it is always a good idea to have a backup power supply, such as UPS for such circumstances;
• Ensure that your location information is always kept current with PRIMUS. If you do not keep your information current, and you are not able to speak during a 9-1-1 call, the emergency perator may assume that you are at the last registered address;
• Be prepared to confirm your location and call-back number with the operator who answers the 9-1-1 call since the operator may not have this information;
• During the 9-1-1 call, do not hang up until told to do so, and call back if you get disconnected.