911 Hunt

[lynmar]

How could I set up a 911 call to be routed to my operator console and if no one is there forward after three rings out to the "real" 911?

 

[janaya]

Out of curiosity, why would you even set yourself up?

Send the call to 911. If it's an emergency, I would not want to talk to an operator. If you assign the OSN to the Attendant, the attendant can get notification of the call and even bardge into the call to 911 so they know where the problem is.

This can all be set up in the ESA programming.

John

 

[lynmar]

We are having major problems (all the sudden) with people fat fingering their phones and mis-dialing account codes. 911 has been called "accidentally" about 15 times in the past two weeks and now the police are telling us we will start getting fined for any more 911 calls. I had to change my spre code from 11 to 44 because when people dialed 116 for account code they would accidentally dial 9 first. Now management is either A: wanting to chage from a 9 for an outside line to a 8 or B: wanting to route the call to the operator console, but if their are legal ramifications they want the call to route outside in case the operator isn't at their desk.

 

[coniglio]

Most companies use 9 to get an outside line and people frequently accidentally dial 9 11 (instead of just 91) to make an outside call. Lynmar's problem is with users accidentally entering a 9 prior to the SPRE of 11, but the scenario I just mentioned is also a problem.

 

[johnpoole]

not a legal issue, most switches have 9,911 and don't use 911 because of the misdials.. you are setting up a nightmare, post 9,911 as the code red number and send 911 to intercept.. i had 911 set up in several switches, some users loved it, others had it taken out or routed to security.. not a bad choice if you've got 24 hour service.. with the call going to the operator 1st your still going to get misdials after hours to the cop shop..

john poole
bellsouth business
columbia,sc

 

[Nortellian]

The first time a user dials 911 and it doesn't go to the cops is one too many times.

 

[lynmar]

I agree, we do have off duty and retired police officers here 24x7.

 

[lynmar]

Another scenario, I have a Interalia device here can I set up the 911 call to go to a recording which would say something like if you dialed in error please hang up if not please hold and you call will be routed? Then route the call outbound to 911?

 

[johnpoole]

make 11 a spn with a dgt table..del 2 insert 9+the did you want 9,xxx 1234...that get it to an exten.. cfxa that station to 9911... the target station could be a soft set with marp and an apperance on the security phone.. it would fna after 6? rings unless the call was anaswered.. it will work but i would not cause that delay to a real 911 problem.

john poole
bellsouth business
columbia,sc

 

[coniglio]

That sounds like an excellent idea but why does Lynmar need to send the DID back out? Can't he just point it internally to a dummy 500 set whose DN also appears on the security desk and fna it to real police? And what do you think about also putting a RAN recording that plays immediately when 911 is dialed saying "if your call is an emergency please stay on the line and you will be routed to police but if you dialed 911 in error please hang up and try again"?

 

[johnpoole]

that would work, but the user is dialing 9.. bars wants a route.. which takes it away from the ext target.. sending it out and then back in is better the maxp 1 acd's for 911, 912, 912 92 93 94 etc.. that's do-able but more work.. the soft set is just to keep all calls on the set from ending up at 911 dispatch...you can get an enhanced 911 option that will solve the problem very clean.. or just fire all the users

john poole
bellsouth business
columbia,sc

 

[biglebowski]

messing with emergency numbers is a dangerous thing. Send an email to all users stating that accidental calls to 911 will have to be paid for by the user. After a few misdials people will learn very quickly to be more careful.

Are you suggesting coconuts migrate?

 

[Pir8Radio]

you can also block all other numbers AFTER 911.. so if you dial 911X.... you get a fast busy... took care of our fat fingers. we use 911 and 9,911 both go to the on site notification at our front desk. so if a 911 does get out the front desk person gets an allert, then we just have our front desk person call the extension that dialed 911 and double check that it was an acutal emeregency.. if not we call the police and let them know it was an accidental hang up.. alot of times the employees hear (police department whats your emergency) and hang up... it is also a good idea to send out an email telling your employees to let the police know that it was an accident, and not to hang up.

Anyway... havent had a false alarm after setting up to block anything after the 911.

 

[coniglio]

Dear Pir8Radio, if LynMar does this but leaves 911 to go to real police can this still work? I don't think so because I would think as soon as the second 1 in 911 is dialed it will route to police...

 

[biglebowski]

Stop misdials to 911/9911 using SPN, FLEN and SDRR.

In the following LD90 example, callers dialing 9911 will route to the 911 center. However, if they dial 9911 + any additional digits, the call will be blocked. DANGER - Test this out on your switch. There is a slight delay before ringing 911. Note - if SPN is "11", FLEN must be 3
>ld 90
ESN000

FEAT net
TRAN ac1
TYPE spn

SPN 911
FLEN 4
ITOH NO
RLI (Yours)
DENY 0
DENY 1
DENY 2
DENY 3
DENY 4
DENY 5
DENY 6
DENY 7
DENY 8
DENY 9
SDRR DENY CODES = 10
ITEI NONE


Are you suggesting coconuts migrate?

 

[lynmar]

I did program the Deny under SPN 11 and FLEN to 4, I also learned that the delay follows NIT not EOD in the CDB. I had initially thought the delay was longer than it was before I made the change, but Nortel tells me that all calls follow the NIT and the change I made did not affect the time at all. This I believe is the perfect fix for our 911 problems.

 

[johnpoole]

eod kicks in when dial digits stop shot of flen.. ie set flen to 7, dial 4 digits and eod starts after inter digit times out. when flen is 7 and you dial 7, eod is bypassed

john poole
bellsouth business
columbia,sc

 

[Avaya911PLM]

Sorry John, EOD has no bearing on digit processing within NARS/BARS. It is used on inbound DID as an interdigit timer, and is used for psuedo answer supervision on analog trunks if answer supervision is not recieved.

There are 2 things that control end of dialing within NARS/BARS:

1.) NIT timer expiration
2.) Forced end of dialing with a '#'

ITOH also comes into play for those of you using the 'SDDR DENY' method for controlling 911 misdials.

If ITOH is set to YES then if NIT expires before FLEN is reached, the call is barred. If ITOH is set to NO (the default) then the call is passed when FLEN is reached, or NIT expires, whichever comes first.

For the SDDR DENY fix for 911 misdials talked about in this thread, ITOH has to be set to NO.

--
Fletch
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