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Verizon Business Wireline 9-1-1 Support
Verizon Business wireline 9-1-1 location management products and offerings fall into one of four categories:
Static: Traditional 9-1-1 based on the Physical Service Location
Nomadic: 9-1-1 based on the BDV or VTN Location
Dynamic: 9-1-1 based on MS Teams configuration
Third Party: 9-1-1 based on either customer’s PS/ALI or VPC Location
Verizon routes and delivers customer’s 9-1-1 calls based on the caller’s location to the appropriate Public Safety Answer Point (PSAP) with the civic address.
Verizon provides its customers with the tools necessary to be compliant with all current Federal and State regulations including:
Kari’s Law
RAY BAUM’S Act
Resources: https://www.fcc.gov/mlts-911-requirements
Example scenarios that should be reported
9-1-1 call does not complete
9-1-1 call routes to a Call Relay Center instead of the local PSAP
Civic address is incorrect at the PSAP
Supplemental location data i.e., floor or room, is missing
When any of these scenarios occur, please gather the information below and provide it to the appropriate dial tone provider below:
Date of call
Time of call
Telephone number that placed the call
Name of the PSAP that answered the call (local or CRC)
Telephone number displayed at PSAP
Full address displayed at PSAP
Call trace if possible
Caller’s experience if call does not complete (dead air, fast busy, recorded announcement)
Support Telephone Numbers
| Dial Tone Provider | Support Contact Number |
| VERIZON BUSINESS | 800-569-8799 |
| VERIZON TELECOM | 800-837-4966 (800-VERIZON) |
| VERIZON WIRELESS | 800-837-4966 (800-VERIZON) |
VERIZON BUSINESS SELF-SUPPORT PORTAL
The Verizon Enterprise Center (https://enterprisecenter.verizon.com) is a comprehensive, one-stop online portal for critical information and resources, where you can manage your Verizon services, streamline business processes and control critical business functions. It’s now even easier for you to manage your account from virtually anywhere, at any time by downloading the My Verizon for Enterprise app (available from the App Store or Google Play), which extends frequently requested information to your mobile device of choice. Submit, update, and track repair tickets, obtain real-time status of your orders, and other time-sensitive tasks and events. With My Verizon for Enterprise, many of the most important tools are accessible from your mobile device. Use your existing Verizon Enterprise Center username and password for access. Optionally choose to set up a PIN Code or TouchID (fingerprint) for even quicker access to My Verizon for Enterprise.
Verizon Enterprise Center Registration
Registration is straight forward. Simply select the Register link found underneath the sign-in button on Verizon Enterprise Center. Registration via this link requires the user to enter an Invitation Code that can be found on the invoice.
Once you register for access to Verizon Enterprise Center with an invitation code, you will be able to perform billing, repairs, and order-related functions for the billing account associated with the invitation code. If you need assistance, there is a Live Chat option available.
Customer Training & Development
Customer Training & Development (CTD) provides instructor-led training and recorded tutorials for Verizon business customers.
Go to Customer Training: https://customertraining.verizon.com
Click Sign In
Create an account or sign in if you have an existing account
You must have a training account to access training and documentation
Note, the training account is different than your VEC ID.
VEC Helpdesk number: 800-569-8799
The enterprise customer is the source of truth when it comes to knowing where a device is deployed. As such, the customer is responsible for maintaining accurate, up to date, device location data for all devices using Verizon Business voice services.
Call To Action!
Use the tools available to ensure your enterprise’s 9-1-1 location data is up-to-date. Once a base line is established, enterprise management must establish a process to ensure 9-1-1 location data is accurate and up to date. This process should include at least an annual audit and the reporting mechanism. The mechanism should involve the IT and facilities personnel that are responsible for establishing new locations and managing changes to the voice environment that impact 9-1-1 location determination.
For most Verizon Business voice platforms, location management tools are available in the VECRM platform using the Integrated Administrative Console (IAC).
Resources: https://customertraining.verizon.com
For those customers using Microsoft Teams, 9-1-1 location management is achieved using built in tools.
Customers that choose to use a traditional third party for location management must establish a relationship with the local 9-1-1 service provider. This may be a local exchange carrier in an E9-1-1 environment or a 9-1-1 Authority in a NG9-1-1 environment. In either case, each PS/ALI provider has unique capabilities and mechanisms. Note: VZB does not offer PS/ALI service and instead recommends using VRD-TSO based Virtual Telephone Numbers.
Customers with a business requirement to support remote workers who manage their own 9-1-1 location, typically utilize a VoIP Provisioning Center (VPC). These centers provide the tools to manage location data and ensures 9-1-1 calls are routed correctly based on user-provided information.
NG9-1-1
NG9-1-1 provides a Standards based mechanism to route and deliver multi-media emergency calls to an Emergency Call Center (ECC). The technology is based on a network of IP networks that connect Originating Service Providers (OSP) e.g., Verizon, and over the top application and service providers to 9-1-1 Authorities and their Next Generation 9-1-1 Core Service providers. The nation is slowly working though this paradigm shift from analog based Enhanced 9-1-1 to IP based NG9-1-1. As 9-1-1 authorities make the transition, Verizon, as your OSP, will deliver 9-1-1 calls in the appropriate format on your behalf.
Resources: https://www.fcc.gov/policy-and-licensing-division/911-services/NG911
Verizon does not natively offer either Private Switch/ALI (PS/ALI) or VoIP Provisioning Center (VPC) services. VPC services can be obtained in conjunction with Verizon offerings.
PS/ALI is a legacy 9-1-1 service that allows enterprises to directly manage 9-1-1 data with the local 9-1-1 service provider or through the auspices of a data aggregation service. In this fashion, the enterprise can manage both the civic address and the supplemental location data e.g., building number, floor, or room/zone. When a 9-1-1 call reaches the local service provider, the PS/ALI data will be displayed at the call taker.
IMPORTANT CALL TO ACTION: PS/ALI concepts no longer work for Verizon enterprise customers once the 9-1-1 jurisdiction has transitioned from Enhanced 9-1-1 to Next Generation 9-1-1. Once this transition has occurred, Verizon requires the enterprise to provide their PS/ALI location data directly to Verizon. Verizon will then validate and provide this data as part of the normal call routing and delivery process. There is no charge for this service.
This does not replace the functionality of PS/ALI services for those enterprises that need location management beyond current capabilities.
PS/ALI UPDATE PROCESS: Using this template, simply copy your existing PS/ALI data and send it via email to: psaliupdate@verizon.com. Your data will typically be validated and uploaded within one business day. As with any other updates to PS/ALI data, please be sure to maintain its accuracy in a timely manner. Questions about the PS/ALi update process can be sent to the same email address.
VPC services are offered to those enterprises whose users are nomadic in nature i.e., remote workers that access corporate dial tone through VoIP soft phone clients. The same FCC and State rules that apply to MLTS on the premise apply to devices off premise. VPC service providers accept device location updates through a variety of mechanisms. In addition to 9-1-1 location management capabilities, VPC services accept incoming 9-1-1 calls and use the enterprise customers provided location data to route and deliver the 9-1-1 call to the location appropriate 9-1-1 call center. With regard to Next Generation 9-1-1 call delivery, the VPC has the same obligations to deliver the 9-1-1 call in the proper format as does Verizon. When an enterprise uses a VPC service, there is no requirement to provide location data to Verizon.