911 Problems

[elturko]

We have an Option 11 w/ Succession 3.0 software and keep getting callbacks from our local 911 center saying they are getting hangup 911 calls from our location.

When 911 calls us back after a hangup, they say the only call information they have is that the call came from xxx-yyy-1804 at <our street address>. 1804 is the main billing number for our PRIs with Qwest and only appears on the receptionist phone. (We have an additional PRI with MCI for long distance.)

The problem is we have no record of any 911 calls in our CDR log. To test it, I made a call to 911 (stayed on the line to inform them it was a test, of course), which did show up in the CDR. So it leads me to believe the calls aren't coming from us.... but we're getting some pressure from the receptionists and management to figure out what's going on.

Now for my questions...

Our external Caller ID to a regular phone (like my house or cell phone) shows the extension of the caller. How can we make sure this same information gets passed on to 911? It seems like they're only getting the billing number. If it's a function of the switch, where can it be changed? If it's a function of Qwest, can they change it so 911 gets the right CLID? This way, if someone IS hanging up on 911, we can figure out who.

Also, in another post, I read "If you have the ESA Supp package 330 you can get notification on your TTY and a phone when someone dials 911. This ifo will show you the DN, TN, name and DES of the phone dialed from." How do I find out if we have this package, how can I set this up, and can the notification be sent to multiple phones or just one? I think enabling this would help with some of the pressure from management to show that we are being proactive in trying to monitor these potential 911 hangups.

As always, I REALLY appreciate your help on this issue.

Thanks,
Matt

 

[PERRYPJ]

1ST THING YOU NEED TO CHECK IS YOUR LOCAL ROUTE, PRT THE RDB OF THE ROUTE YOU USE FOR LOCAL CALLS AND SEE IF CDR IS SET TO YES. SOME COMPANIES DO NOT TRACK LOCAL CALLS.ALL CALLS NO MATTER HOW SHORT ARE LOGGED ON THE CDR WAS THEY HIT A TRUNK ROUTE.
AS FAR AS THE CLID IT SOUNDS LIKE YOU MAY HAVE EXTENSIONS THAT ARE NOT DID NUMBERS AND THEY ARE DISPLAYING THE MAIN NUMBER.
TO SEE IF YOU HAVE THAT PACKAGE GO TO LD 22
REQ PRT
TYPE PKG


OLD ROLMEN WORKING ON NORTELS

 

[elturko]

Thanks for the quick response, PerryPJ. Our CDR is currently showing both local and long distance, inbound and outbound, so that's not it. Our DID numbers show their extension in CLID. Non-DID numbers send 1601 (our auto attendant PDN), so the only thing that should show 1804 would actually be 1804. So that shouldn't be it, either.

he only thing I can think of is that we're either not sending the right information or not sending any information at all.

I did locate the emergency services manual, but I'm open to any suggestions from all of you!

Thanks again,
Matt

 

[mluckie1]

Look also at the CLID table but in most cases your carrier, Qwest, controls the ID for 911, reason being that the database is easier to handle making entries for each DID would be a hassle. The reason it isn't in CDR is because it may be an abandoned call, check to see if aban in the RDB is set to YES.
To see if you have the needed packages for ESA, PRT the PKG's in ld 22, PRT type PKG. This will list all of your packages. For ESA you can only have indication on 1 phone but any tty with MTC will show the information.
Another thing you can check to see if "11" is defined in AC1 as an SPN. This may be part of your trouble as well.

 

[johnpoole]

the number you send 911 is not determined via ld 90, unless your carriers have each of your possible clids in there data base along with your address. clid and ali are two different fields in central office switches.. i can change my clid all day, 911 dispatch see's only the 911 data base.

are you routing 911 to dispatch, if so that is the hang up problem, 9,911 is seldom an accident.. i route 911 to out security, they get 20 hangups a month. 9,911 goes to dispatch and they've had one call in the last 12 months, the credit union was robbed..

john poole
bellsouth business
columbia,sc

 

[ArchTelecom]

Also, on your CDR, it may be set to a minimum call length before sending the data to your collection device. A 911 hangup may not be long enough to meet that minimum time frame so the switch does not report it.

 

[DKHM]

I have a similar story. Maybe it will shed light on your situation.

Before the 911 changes, our CLID table was setup assuming that all extensions were DID's. But they weren't. Our DID range was totally different than our internal extensions.

We would place calls, and it looked like some other company calling. In fact, it was a government agency that owned the numbers. People's families were afraid to pick up the phone because Caller ID would show some government agency.

Here's what was happenning: I have an extension, say 1000. And my phone doesn't have a DID or my DID doesn't match my extension. I call out, and the PBX thinks, "Hey, the CLID table told me this is a DID. So the number is (npa) nxx - 1000." That goes to the "CNAM" database (whatever that is) and gets looked up. It says "Scary Gov Agency" owns that number. So Caller ID says "Scary Gov Agency (npa)nxx-1000." And panic ensues.

Could another company's badly configured PBX be causing these 911 calls?

This happens with 800 numbers too.

DKHM

 

[Reusser]

with 3.0 you have the ESA feature - LD 24

you should turn this on and setup a OSN key on a phone.

with this turned on, when someone dials 911, the OSN key will buzz and if pressed display who dialed 911. You will also get a record on all TTYs with MTC.

This record and OSN key will display as soon as 911 is dialed where the CDR record will only be send after call is released.

 

[johnpoole]

another point, what are you dumping cdr to? some cdr software has an adjustable delay to prevent 10 sec calls from showing up.. in a hotel setup that is used to prevent a busy signal from getting billed

john poole
bellsouth business
columbia,sc