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911 issue

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slp123

Technical User
Oct 25, 2005
45
CA
Cisco Call Manager 8.0 was installed at the end of 2010.

Starting in the spring of this year the police have called/arrived at one of our sites very small offices at least twice a month after receiving 911 calls showing our main billing number. Records of no 911 calls could not be found in the CM Raw Data even with CM set to capture calls with 0 duration.
We have checked the 3 direct lines from the provider; the placed call directories and all fax records and nothing is showing up. Any thoughts!!!
 
If the calls are not in CDR they are not initiating from a call manager device.
Have you tried making a 911 call from that site and see if you can track it in CDR? If you still can't find that call, you are probably not looking at the right place.
I would use the CDR reporting tool in servicability and search for 911 calls if you are not doing that already.
 
Are these all short-duration, hang-up calls i.e., possibly accidental mis-dials? If you suspect that's the problem, I may have a workaround/fix that has absolutely solved it for us.

create a route pattern 911[0-9] and block it.
This looks for the digits 911 plus any other digits to follow (indicating a misdial)

This also requires that for your valid 911 pattern that you NOT select priority

And..... squeezing yout T-302 timer down to 5 seconds (so as not to unnecessarily delay a valid 911 call)



Original MUG/NAMU Charter Member
 
Thank you for your information regarding our 911 ordeal. CM was set up to capture 0 duration and we worked on the routes for 911. CM is not dialing as test calls showed up in CDR but others did not. Potential good news this week is that our service providers ETAC team may have isolated a potential network problem that is causing these abandoned 911 calls. I'll keep you posted.
 
911 Mystery solved
As mentioned in a previous post the 911 Service was receiving calls showing our Main Phone number thus resulting in the 911 service calling us and dispatching the police even though no 911 call had been dialed from our phone system (proven through countless CDR reports and searches) or any business line in our office.
Solved: It turned that at our Service Provider's central office they share their equipment with another service provider. It was found that the second service provider had a customers phone masked with our main phone number PLUS the phone it was masked on was faulty - it was pulsing 911 digits.





 
Talk about a major f..k up on the provider side. It only took them 1.5 month to fix it too. Good thing the other customer did not have a true emergency while all this was happening.
 
Sadly this is one example of the kind(s) of thing(s) that can and do happen when in our zeal to save a few bucks we abandon our legacy landline service providers and switch to "Lum 'n Abner's telephone company, Bait & Boats Rented".



Original MUG/NAMU Charter Member
 
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