Response To Wireless 9-1-1 Calls
Full Name:


Guidelines For Minimum Response To Wireless 9-1-1 Call


Document Type: Standard
Number: 56-001                         *****Update In Progress*****

This document has been developed to serve as a model standard operating procedure for those Public Safety Answering Points (PSAPs) that receive wireless 9-1-1 calls.

To facilitate the handling of wireless 9-1-1 calls, the following information is provided:

  • A description of the Phases of wireless 9-1-1 implementation and the type of information that is delivered to the PSAP with each Phase.
  • Definition of the types of disconnected or silent 9-1-1 calls that a call-taker may encounter.
  • Recommended action when a call taker receives a silent 9-1-1 call or the caller is disconnected.
  • Guidelines for the use of discretion when a silent or disconnected call is encountered.
  • Recommended action in the event an emergency service response is required.

Since local options are varied, this document also provides sections to describe the appropriate:

  • Wireless call routing configuration
  • Wireless trunking solution
  • Wireless service providers emergency contact information

The availability of Wireless Number Portability began in November of 2003 by FCC Rule. The current revision to this document included the recommendation that PSAPs register with the NeuStar Integrated Voice Response (IVR) Unit to facilitate access to subscriber information for ported and pooled telephone numbers.

The Emergency Services Interconnection Forum (ESIF), a work group of the Alliance for Telecommunications Industry Solutions (ATIS) developed a template to be used by PSAPs requesting customer information under exigent circumstances.

An Emergency Request for Information from Wireless Carriers is also linked below.

Committee Name(s):


Standard Operating Procedures


Created: 11/18/2004


Guidelines For Minimum Response To Wireless 9-1-1 Call