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12/18/2025 – Address validation and dynamic location improvements
Address Validation: additional normalization logic added to reduce customer invalid address validation rates. More specifically, addresses that include only updates to either ordinals (with or without) or spelled out vs abbreviated directionals and street type designators will be handled as corrections instead of falling out as invalid submission. Additionally, unsupported # character in address candidates returned will be removed.
Prescence Information Data Format – Location Object (PIDF-LO): improved handling of customer provided zip codes in PIDF-LO sent in zip +4 format. Previously, the full zip code, including the +4 (i.e., 11111-1111), is not accepted in PIDF-LO, causing fallout and calls to route to the ECRC. Moving forward, zip codes sent in PIDF-LO in a full zip +4 format will be accepted, but the +4 will be removed and discarded, increasing the likelihood of calls routing directly to the PSAP versus via the ECRC.
10/14/2025 – Address validation and customer notification improvements
Address Validation: normalization rules added to Location Validation Function (LVF) logic in order to improve current LVF fallout rates by normalizing/handling abbreviated vs. spelled out variations of road type designators (i.e., St vs Street) and pre/post directionals (i.e., W vs West). Improvements to logic made in order to reduce invalid responses Customer’s receive from the Sinch 9-1-1 address validation process when revalidating an address that recently validated.
Customer Notifications: updated subject line for Sinch to Customer Un-provisioned 9-1-1 call email notifications. These are the Sinch to Customer notifications sent at call time when Sinch receives a 9-1-1 call from Customer without valid location data when Customer has enabled their account to receive these notification. Previously, the subject line simply stated “Inteliquent Notification”. Moving forward, the subject line of these notifications will be more descriptive and include the source telephone number as applicable: “Sinch Notification – 911 Call with Insufficient Location: 15555555555”
9/24/2025 – Trouble Ticketing updates
Problem Type updates: improvements to Problem Type naming conventions and selections available to Customers, matched to the 911 service(s) they’re utilizing, in order to better categorize customer tickets.
PSAP Outage Notification Service: improved time zone labeling and consistency in date/time information provided by Sinch to Customer. More specifically, date/time stamps on Sinch system generated notes/updates will be appropriately labeled with CT (i.e., central) and the date/time included in the outage notification status update will be converted into the time zone selected by the user when opening the ticket.
8/27/2025 – Call Detail Record (CDR) reporting and PSAP Outage Contact Data Service improvements
Call Detail Records: additional data added to CDRs available on the Sinch Customer Portal and API. Specifically, address details are now populated for invalid location Prescence Information Data Format – Location Object (PIDF-LO) and low confidence location Microsoft Teams PIDF-LO calls. Previously, address details were only populated for valid location PIDF-LO and high confidence Microsoft Teams PIDF-LO calls.
PSAP Outage Contact Data Service: normalized formatting for Public Safety Answering Point (PSAP) outage contact phone numbers on Customer Portal and API. Previously, the PSAP outage contact phone numbers were available to Customers in various formats (i.e., 1111111111, 111-111-1111, (111) 111-1111, etc…). Moving forward, the PSAP outage contact phone numbers provided to Customers via the Customer Portal and API have been normalized to a 10-digit numeric value (i.e., 1111111111) or with extension where applicable (i.e., 1111111111 ext. 1).
6/25/2025 – Personal Emergency Response Systems (PERS) general availability
Call Center Call Flow: launch of a new call flow specifically for Emergency Call Centers supporting use cases such as Personal Emergency Response Systems (PERS).
5/28/2025 - Call Detail Record (CDR) reporting and PSAP Outage Notification Service improvements
Call Detail Records: 9-1-1 CDRs returned on the Sinch Customer Portal are now sorted by Call Received Time from newest (top) to oldest (bottom). Previously, results were sorted based on Source TN field.
PSAP Outage Notification Service: removal of 10 selection limit to the Area Impacted user selections when opening a ticket. Previously, user selections were limited to only 10 (i.e., 10 full states, 10 counties, etc…). Moving forward, users can select as many state and/or counties as they need based on the nature of their outage and the impacted Public Safety Answer Points (PSAPS) they would like to notify.
PSAP Outage Notification Service: improved error handling in the Sinch Customer API for invalid Customer requests.
4/29/2025 – PSAP Outage Notification documentation update
PSAP Outage Notification Service: updated Customer user guide published to the Portal.
4/15/2025 – Customer notification improvements
Customer Outage Notifications: launch of new Sinch to Customer incident notification process and content, aligned with the April 15th FCC rules revising service provider outage reporting obligations for 9-1-1 outages.
3/31/2025 – PSAP Outage Notification Service general availability
PSAP Outage Notification Service: general availability product launch of PSAP Outage Notification Service. The service provides customers subscribed to it with a self-serve method to efficiently notify impacted Public Safety Answering Points (PSAPS) of a customer’s 9-1-1 affecting outage.
3/26/2025 – Massachusetts Location Validation Function (LVF)
Address Validation: Location Validation Function (LVF) provided by the State of Massachusetts added into Customer 9-1-1 address validation process. The LVF is an important element of an NG9-1-1 system that validates civic location information against the authoritative GIS database information, designed to improve location accuracy, speed in an emergency, and is required to achieve NG i3 standards compliance.
1/30/2025 - Call Detail Record (CDR) reporting improvement
Call Detail Records: Public Safety Answering Point (PSAP) details were added to 9-1-1 CDRs available on the Sinch Customer Portal and API. Previously, details regarding the specific PSAP that the 9-1-1 call was routed to was not available to Customers in the Sinch provided CDR. The PSAP’s Name and FCC ID were added to the Sinch provided CDRs, including ability to search for specific PSAPs if desired.
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