Text-to-911 Technical FAQs:
Will the telecommunicator know where the text originates?
This is incumbent upon how your texting provider delivers location. You will need to consult with your texting provider to determine what level of location is delivered.
How will the text message be delivered to the proper PSAP?
With texting, the routing is not done by tower location, however by Centroid location. (The centroid is the geographic center of the cell sector’s RF footprint).
If there are multiple sectors, there are multiple centroids. If the “caller” is between 2 sectors, they could go to either sector and possibly be delivered to a different PSAP than they need to be, depending on the routing plan in place for the site. You will need to consider your routing plan and it will be necessary to work with the wireless carriers in the area in reference to this.
How will these messages be recorded?
PSAPs will need to understand their obligation on how long they need to keep these records via Missouri Record Retention laws.
Archiving of text messages will depend on the texting solution chosen by the 911 Authority/PSAP. 911 Authorities/PSAPs should discuss with their call logging vendor the possible solution for archiving text.
The text vendor solution may archive the messages, however the telecommunicator will need to note the date, time, phone number in order to obtain the information so PSAPs will have to review their SOP’s in relation to this.
Is it possible to print these messages?
This will need to be discussed with your texting provider. This feature will depend on the texting solution chosen by the 911 Authority/PSAP. At this time we are aware that this capability is available to the PSAP for the web portal option if there is a printer is connected to the workstation.
The PSAP will have to keep a manual log of each text for their reference in order to receive a printout from their texting provider.
Will we be able to receive text on texting devices with no data plan?
Any phone that doesn’t have an active subscription that includes text capability will not be able to send a text-to-911.
Non-service Initialized (NSI) phones will not be able to send text-to-911. (For example, if using WiFi on an IPAD/PHONE with no data package, and the user attempts to send a text message to 911, it will not reach 911.)
Only SMS anchored to a wireless carrier will be delivered to 911. Video, pictures, or multiple recipients will be sent as a MMS message, not SMS.
Will pre-paid wireless consumers be able to send text-to-9-1-1?
Pre-paid consumers will have to consult with Pre-Paid phone vendors to determine if they are able to text-to-9-1-1. This may depend on the package that is purchased by the consumer.
Are there time delays?
This is dependent on the solution your agency chooses. For the PSAP’s information, the SMS Interim Text solution redirects 911 SMS text messages through a text control center (TCC) which only processes text messages, with message delivery in less than a minute.
If the text message isn’t delivered, the TCC system continues to attempt delivery.
Text messages require less bandwidth, thus text messages can be sent with lower wireless signal strength.
How will texting work with call queues?
If the PSAP is using the text to TTY solution, the text message will come through your E911 trunks, and tie that trunk up for the duration of the conversation.
If the PSAP is using a web portal solution, each agency will set the thresholds for the volume of texts.
Texts in excess of the threshold may receive the bounce-back message or be alternate routed to another PSAP
Question not answered? Email us at admin@missouri911.org.