911 address registration and update
How do we get customers with VoIP or Wi-Fi calling to register and confirm their dispatchable location, and write it to the 911 database?
Ask for the location at activation and every time the service could move. Callvu prefills the registered address from the account and the service address, asks the customer on their phone to confirm or correct it as a dispatchable location (the street address plus the floor, suite or apartment where the caller would be found), validates it against the address database for the 911 system, chases a customer who has not confirmed before the service is enabled and again when the device or the network indicates a move, explains what the address is used for and what happens if it is wrong, routes an address that cannot be validated to the 911 operations team in the Decision Desk, and writes the location to the 911 database and the account in the BSS, the system of record, with the confirmation date. Live at AT&T.
Live at AT&TSimpleCallvu moves: prefill, chase and verify, write back
Last updated November 7, 2026.
The problem today
The customer moved offices in March, kept the same number, and the 911 call in October dispatched to the old building.
Interconnected VoIP and Wi-Fi calling do not know where the caller is unless the customer says. The registered location is captured once at sign-up, often as the billing address, and never confirmed again. The office moves, the phone moves, the home worker takes the handset to a second home, and the 911 call goes to the address on file. The consequence is the worst a carrier can cause.
The law is specific: the carrier must obtain the registered location before service, give the customer a way to update it, provide the dispatchable location (the street address plus the floor, room or suite) with the 911 call where it is technically feasible, and warn the customer about the limits of the service. Each is a data point, a confirmation and a write to the 911 database, and the customer's phone is the right place to ask.
The address in the 911 database is the one the ambulance goes to.
How it runs
From the requestto the system of record.
A VoIP line or Wi-Fi calling is activated, a customer or a device reports a move, or the periodic confirmation is due. Callvu opens the location confirmation on the line.
- Customer or account administrator
- Confirms or corrects the dispatchable location for each line on their phone, and acknowledges the limitations notice.
- 911 operations team
- Decides addresses that cannot be validated in the Decision Desk.
- Callvu
- Prefills, asks, validates, chases, explains, routes and writes.
Prefill and ask
The registered location is prefilled from the account and the service address for each line (and for a business, each device location from the administrator's records); the customer is asked on their phone to confirm or correct it as a dispatchable location, with the floor, suite or apartment and any entry instructions, and the limitations of VoIP and Wi-Fi 911 are explained with the acknowledgment captured.
Chase and verify
The address is validated against the master street address guide used by the 911 system (the street, the number range, the community, the postal code) and corrected with the customer where it does not match; a line without a confirmed location is chased before the service is enabled, and again when the device's network attachment, the IP address or the customer's own report indicates a move; an account with many lines is confirmed by the administrator line by line.
Decide exceptions
A validated address writes by rule; an address that cannot be validated (a new building, a rural address without a guide entry, a conflict between the device's indicated location and the confirmed address) goes to the 911 operations team in the Decision Desk with the data and only the allowed outcomes (accept with coordinates, request the guide update, hold the service enablement where the rule requires, or escalate).
Write back
The dispatchable location is written to the 911 database provider and to the line in the BSS, the system of record, with the confirmation date and the acknowledgment, the customer receives the confirmation with how to update it at any time, and the periodic re-confirmation is scheduled.
Where it ends: Every VoIP and Wi-Fi calling line has a confirmed, validated dispatchable location in the 911 database, re-confirmed on a move, with the limitations acknowledged and the BSS holding the date. The Decision Trace shows the validation and any decision; the Audit Trace shows each confirmation, the acknowledgment and the write with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The activation, a move indication or the reminder; the customer or the administrator confirms on their phone.
The back office
The 911 operations team decides only unvalidated addresses; the database is written by the process.
The Decision Desk
- An address that cannot be validated or a conflict with the device's indicated location goes to the 911 operations team in the Decision Desk with the data and only accept with coordinates, request a guide update, hold, or escalate.
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
"Callvu helps us transform how we connect with customers across critical touchpoints. We quickly deployed digital experiences that reduce service volume, improve customer satisfaction and automate low value service tasks. We were able to implement meaningful changes with minimal IT strain or compliance headaches." David C. Williams, AVP Automation, AT&T.
ATT-01 · Customer-attested · verified 2026-11-05
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
ENF-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
What is a dispatchable location?
The street address plus the floor, suite or apartment and any detail that lets responders find the caller; the customer confirms it per line and device, not the billing address.
When is it re-confirmed?
Before the line is enabled, whenever the device or the customer indicates a move, and on the carrier's schedule, with the date recorded.
What if the address cannot be validated?
The 911 operations team decides with the data: accept with coordinates, request an update to the address guide, hold where the rule requires, or escalate.
Related processes
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