911 Calling

[mokeefe69]

I have multiple call centers with about 1000 agents / supervisors. Each agent is on a team with a supervisor and we have a console team that watch’s all the incoming calls, skill set stats, etc.
I am having issues with the agents calling 911. Some stay on the line but most hang up and we get a visit from the local sheriff. My question is this; does an agent in a call center need the ability to call 911 when the console / supervisor members have it also?

The agents are using 2050pc rel 4.2 phones and the supervisors are using 2004p2 phones.


A wise man mends nets not swords

 

[nessman]

You can always use BARS (SPN, FRL, NCOS, etc...) to block 911 calls or use digit manipulation to direct them to security or something.

 

[mokeefe69]

Thanks nessman, but is that legal?

A wise man mends nets not swords

 

[RickyPone]

Can the 911 operator not ID the call? Or are you sending out one number for your clid? I'm not a fan of blocking 911 but in all honesty everyone does not need access. I would do my best to find out who is dialing 911 though. D-channel messaging? Save it to a file and review it when need be.

 

[trvlr1]

911 access is a very touchy subject with a lot of people. IF you do decide to block it, I would first of all make sure HR is aware and that you have, in writing, their ok to do that. The last thing you need is for someone to really need it and not have it, the second to last thing you don't want is for them to not have it when they need it and then take you to court!

 

[nessman]

Well, for starters - check with your legal or risk management department first... make sure there's no laws in your area against blocking or redirecting 911 calls and to address any liability concerns that this may have.

You could also create a route just for 911 calls with a unique ACOD (i.e., 8888). So if someone *really* needs to dial 911 - they would have to dial 8888-911 or something.

A large customer of mine with a large call center redirects 911 calls from the facility to the security desk, and they have a HOT D key on their phone which is ACOD+911 which goes out one of 2 analog trunks instead of the facility's many PRI's.

 

[bhassell2000]

Are these calls misdials to 911?

http://www.ghtrout.com/files/911_misdial_prevention.html

Thanks,

Buddy

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