Tips for Successful 9-1-1 Test Calls

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Molly Katolas

Updated

Details are available in the Bandwidth 9-1-1 Implementation Guide

 

PSAP Testing Instructions

Listed below are helpful suggestions for placing test calls to a PSAP. Test calls from an unprovisioned TN are not permitted unless specifically permitted ahead of time by the Bandwidth Account Manager or support team, and may be charged for at the rate specified in the customer contract.

 

Do’s & Don’ts when making 9-1-1 test calls

  1. If available, call the 10-digit non-emergency PSAP number and advise the 9-1-1 operator that you will be conducting 9-1-1 test calls. Many larger PSAPs will request that you schedule testing to less busy hours. The non-emergency number of the PSAP can be obtained in the dashboard or my.bandwidth portal, while in the emergency endpoint. If you need assistance with this, please contact your Account Manager, open a support ticket or call us at 855-864-7776.
  2. When calling 9-1-1, IMMEDIATELY state, “This is NOT an emergency; this is a test. Do you have a few minutes to review my information with me?
    • If no, say “Thank you, goodbye” and immediately hang up. Try back at a less busy time, or schedule the test call as mentioned in step 1.
    • If yes, ask your questions quickly, and end the call.
  3. Do expect the PSAP operators to be abrupt, as you could be blocking a life-threatening call.
  4. Do not call during the busy hour of lunch, or between 4:00 pm-6:00 pm, of the time zone of your location. Try to call during off hours such as 6:00 am.

 

General Information regarding a PSAP test call

  • Test calls demand a 9-1-1 Operators attention. Please remember that you could literally be “in the way” of an emergency situation.
  • PSAPs have limited trunking and stations.
  • Generally, PSAP turnover is high, which could result in staffing and training not being adequate.
  • Bandwidth has a comprehensive list of PSAP administrative contacts. If you have trouble with a specific PSAP, feel free to report it by opening a ticket with the support team. The support team will review the call recording, and clarify the situation with a supervisor or appropriate member of the PSAP team.

 

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