Elevator Phone Options: What Building Owners Need to Know

Every commercial elevator has a phone, but few building owners think about it until it matters. For most, there are two things worth understanding here, the equipment inside the cab and the line that connects it to a live person on the other end. 

In Chicago and Northwest Indiana, the requirements depend on which elevator code applies to your building, and the ongoing retirement of traditional copper phone lines is pushing many owners to reconsider how that connection is set up.

Why Does an Elevator Need a Phone?

An elevator phone allows a passenger to contact help without relying on their personal cell phone. Elevator cabs can have limited or no cellular reception, and a passenger may not have a working phone available when an elevator stops.

The emergency communication system is part of the elevator’s required safety equipment. It works alongside other systems, including the elevator service key, to help building personnel and emergency responders handle elevator-related emergencies.

What Are the Elevator Phone Requirements?

In Chicago and throughout Illinois, elevator emergency phones must meet the applicable elevator safety and building code requirements. Illinois has adopted ASME A17.1 as its elevator safety code, enforced by the Illinois Office of the State Fire Marshal, while the City of Chicago enforces its own requirements through the Department of Buildings’ Elevator Bureau.

An elevator’s emergency communication system generally needs to provide:

• Two-way communication – Passengers must be able to communicate with someone who can respond to an emergency and arrange assistance.
• 24-hour response – The emergency call must reach someone who can respond around the clock, whether that is on-site staff or a monitoring service.
• Location identification – The person receiving the call needs to be able to identify the building and elevator where the call originated.
• Reliable operation – The system must remain available when passengers need assistance, including during a building power outage.

The requirements for an existing elevator can differ from those for a new installation or modernization. An older elevator is not automatically required to meet every requirement in the newest code edition, and the applicable requirements depend on the code in effect for the elevator and whether it is being repaired or undergoing a modernization project.

What Are Your Elevator Phone Line Options?

The emergency phone inside the cab needs a reliable connection outside the elevator. For many older buildings, that connection has traditionally been a copper phone line. As telephone providers move away from traditional copper service, building owners may need to consider other options.

Traditional Copper Landline (POTS)

POTS, or Plain Old Telephone Service, is the traditional copper phone line that has connected elevator emergency phones for decades. Its main advantage is that the phone company powers the line, so it keeps working during a building power outage.

The challenge is availability. Providers are moving away from copper networks, and keeping an existing line may become more expensive or difficult as those networks are retired.

Cellular Line

A cellular unit installed for the elevator connects through a wireless network instead of a physical phone line. These systems typically include battery backup and do not depend on the building’s internet. The main things to confirm are adequate cellular coverage where the equipment is located and an active service plan.

VoIP or Digital Line

VoIP sends calls over an internet connection. It can work for elevator communication when the system is designed for that purpose, but a standard office VoIP service is not the same. Because an internet or power outage can interrupt a conventional setup, an elevator application needs appropriate backup power and equipment.

Why Do Elevator Phones Stop Working?

Since elevator phones are rarely used day to day, problems can go unnoticed for a while. A few common causes are worth knowing about:

• The phone line was disconnected – This is becoming more common as carriers retire copper lines, sometimes with limited notice.
• The phone equipment wore out – Handsets and auto-dialers do not last forever, and an older unit may eventually stop completing calls.
• The wiring deteriorated – Wiring between the cab and the phone connection is exposed to constant movement and vibration, and it can degrade over time.
• The monitoring service lapsed – If the phone dials a monitoring service and that contract has ended, the call may reach a number that is no longer answered.

Many newer systems monitor the phone line and signal a problem if it goes down. Older setups may give no such warning, which is one reason a phone can sit unnoticed until an inspection or an emergency.

Who Answers the Elevator Phone?

The elevator phone needs to reach someone who can respond to an emergency at any time. Buildings generally handle this through on-site personnel or an elevator monitoring service.

• In-house staff – Some buildings have personnel available around the clock who can answer emergency calls and arrange assistance. Some elevator installations may also require on-site personnel, depending on the building and elevator.
• Monitoring service – A third-party monitoring service can receive elevator emergency calls and have trained operators respond. The operator can confirm the location and situation and arrange the appropriate assistance.

An emergency phone that simply rings to an answering machine or an unattended number does not provide the response the system is intended to provide.

How Can You Check Your Elevator Phone’s Compliance?

Building owners can start with asking themselves a few basic questions:

• Does the emergency phone connect to a live person 24/7?
• Can the person receiving the call identify the building and elevator?
• Does the phone have adequate backup power?
• Is the elevator still using a copper phone line?
• If the elevator is new or has been modernized, does its communication system meet the requirements that apply to the installation?

There is also a simple test you can do yourself. Go to each elevator, pick up the phone or press the emergency call button, and confirm that the call reaches a live person and that you can both hear each other clearly. If your building has more than one elevator, keep in mind that each cab needs its own working phone and connection, so check every car rather than assuming they all behave the same.

Elevator inspections generally include testing the emergency phone. Many building owners also have it checked as part of regular elevator maintenance, and testing it periodically rather than waiting for the annual inspection helps catch a problem early.

Keep Your Elevator Phone Compliant & Ready

Elevator emergency phones need to work when passengers need them, including during situations where building power or regular communication systems may not be available.

For buildings with older phone systems, the transition away from traditional copper service is another reason to review the existing setup. A contractor can determine what type of phone connection the elevator currently uses, check the communication equipment, and explain available replacement options.

Keeping your elevator phone system current is part of maintaining a safe, compliant elevator. If you need help with your elevator or related equipment, our experienced team at Chicago Elevator works with building owners on a range of elevator services. Reach out to us for personalized guidance.