AT&T Voice DNA® User Support

Overview

When you move your IP phone that works with AT&T Voice DNA® to a new location, there are a few simple things you must do to make your phone work properly.

Your Phone's Location and Emergency Calling 

AT&T Voice DNA® service is a business Voice over IP (VoIP) service. There are differences between E911 (emergency 911) access with traditional wireline phone service and E911 access with VoIP service. Some circumstances under which these differences occur include, but are not limited to, relocation of your IP-compatible telephone set or device, use of a non-native or virtual telephone number, failure in the broadband connection, loss of electrical power, or delays in your Registered Location being available through the lookup database. As required by the Federal Communications Commission, AT&T provides its business VoIP customers with details of the differences at the time of installation, and that information can be found in the document titled "E911 Access and your Business Voice over IP Service," which is provided at http://www.att.com/smallbusiness/terms/E911_2-17.doc.

IT IS THE RESPONSIBILITY OF THE CUSTOMER TO ENSURE THE E911 REGISTERED LOCATION OF EACH TELEPHONE NUMBER ASSOCIATED WITH THE AT&T VOICE DNA SERVICE IS ALWAYS ACCURATE; THEREFORE, IF A PHONE IS MOVED, THEN THE REGISTERED LOCATIONS OF THE NUMBERS ON THAT PHONE MUST BE CHANGED ACCORDING TO THE PROCEDURE PROVIDED TO YOU BY AT&T.

If You Move Your IP Phone

You can move your IP phone to another location within your organization or to some locations outside your organizations's AT&T Voice DNA® system.

Note: Moving an analog phone adapter is not supported by your AT&T Voice DNA service.

Moving your phone or device within your organization's AT&T Voice DNA system 

If you move your phone to another location within your organization, you don't need to take additional action. When the phone powers on, the network detects the move and flags you as being at a "branch location." If you call 911, emergency responders will use the branch location's default calling number to identify your location.

Moving your phone or device outside your organization's AT&T Voice DNA system 

If for any reason you relocate your phone outside your organization's locations, you must do the following immediately:

• Call the AT&T 911 Center at 1-800-356-2972 and enter the new geographic location as the Registered Location with the AT&T Voice DNA service. If the AT&T 911 Center indicates that we do not support 911 at your new location, you cannot use your IP phone at that location.
• Ask your AT&T Voice DNA Administrator about any restrictions, conditions, or limitations set by your company for the service features, if any, that are available if you move your phone.
• If necessary, configure the phone so that it will work away from your organization's AT&T Voice DNA system. Your phone may not work remotely with its current configuration. The phone needs to be configured for moving only once, no matter how often it's moved. Ask your Administrator for details and procedures.

If the AT&T Voice DNA system is not available at the new location, in an emergency, call 911 from a phone other than your IP phone to reach local emergency service.

Never transfer a caller to 911 using your IP phone. Instead, tell the caller to hang up and call 911 directly. If the caller is in a different physical location from you, it is crucial that the 911 call come from the caller's location.