911 Location Accuracy (Canadian Customers ONLY)

Configuring your PBX or SIP trunks to route your 911 to the appropriate carriers that provides service on the telephone number.

The 911 service that Allstream provides in Canada, is only for telephone numbers purchased directly from Allstream.

When a phone number is purchased from Allstream, the number is loaded into the 911 Automatic Location Identification (ALI) Database, with the corresponding service location. This helps ensure when a 911 call comes in, the correct service location is provided to Emergency Services.

Allstream does not provide 911 service for non-Allstream telephone numbers as we are not aware of these numbers and their associated service locations. If a 911 call from a nonAllstream number is mistakenly sent to Allstream over your PBX or SIP Trunks, the Emergency Services Operator will not see a service address associated with this telephone number in the 911 ALI Database.

As this may cause delays in 911 emergency services responding as quickly as possible, Allstream is making several changes to ensure better location accuracy.

If a 911 call is routed by your PBX or SIP Trunks to Allstream and the calling number is a non-Allstream number, Allstream will replace it with the main number we have associated to your SIP service, and the 911 service location associated with that number.

However, the service location associated with the Allstream main number may not be the location of the caller.

What can you do to ensure more accurate locations for non-Allstream numbers?

  • Configure your PBX or SIP trunks to route your 911 calls to the appropriate carrier that provides the number.
  • You can configure your PBX or SIP trunks by reaching out to the appropriate party that supports your telephone system to make the appropriate changes.
  • It is recommended that you then coordinate testing of any changes with Allstream and the carrier providing your non-Allstream number. This can be arranged with Allstream, either by opening a ticket via the portal (https://my.allstream.com/Account/Login) or calling the service Assurance/Repair number on your bill.

Frequently Asked Questions

Q: What happens if I do not configure my non-Allstream telephone number?

A: If you have a non-Allstream telephone number, Allstream will replace it with the main number associated to your SIP service, and the 911 service location associated with that number. However, the service location associated with the Allstream main number may not be the location of the caller.

Q: How do I configure my non-Allstream PBX or SIP Trunk?

A: You can configure your PBX or SIP trunks by reaching out to the appropriate party that supports your telephone system to make the appropriate changes. Once you have configured your telephone number with the appropriate carrier, we recommend you then coordinate testing of any changes with Allstream and the carrier providing your non-Allstream number. This can be arranged with Allstream, either by opening a ticket via the portal (https://my.allstream.com/Account/Login) or calling the service Assurance/Repair number on your bill.

Q: How long do I have to make these changes and have my PBX or SIP Trunk configured?

A: Allstream will be making the changes within the next four weeks. You will need to reach out to the appropriate party that supports your telephone system to make the appropriate changes and then coordinate testing with Allstream and the other parties by Friday September 17, 2021.

Q: What if I find a location error with Allstream telephone number?

A: Should you have any questions about the changes, please reach out to us. Please contact your Account Consultant or Allstream’s Customer Service https://allstream.com/support/contact-us/ for assistance.