Have a customer who has all their phones set up as follows:
All phones have line appearances for lines 1-5 for inbound calls, and a few admin phones also have lines 6, 7 and 8 as well. All phones also have the option of going out line pool A (hunts outbound lines 8 to 1). All phones have the intercom as the prime line. Customer had an issue where someone tried dialing 911 and got the telco's operator instead. After examining the CDR reports, it was determined they were just picking up the handset and dialing 911 (which is really 9 for the outside line, and 11 which the telco didn't know what to do with and sent the caller to an operator instead). Normally all outbound calls are done with a line appearance and they can dial directly (no outbound 9 needed).
The customer doesn't want people to have to think about which key to press or ponder 911 vs 9-911 in an emergency situation.
So far I've told the customer they have 3 options:
A.) Remove all of the line appearances from each phone so folks will always have to press 9 at the intercom key to dial out. Reception will then have to transfer calls to a person’s extension. Downside is nursing stations will lose night call capabilities and we’ll have to build in a rudimentary auto-attendant in CallPilot to properly route night calls.
B.) Or, remove the line pool from each phone so when they dial 9 from the intercom key – it goes nowhere and all outbound calls will have to go out one of the line keys on the phone. This can cause some issues as each phone has lines 1-5, and only a handful have lines 6-8 as well.
C.) Change nothing – educate employees, put labels on phones, etc. Not my favorite option as you now introduce the human factor into emergency situations.
Or am I missing the boat entirely and there's a way to make the system figure out that 911 on an intercom key is the same as 911 on a line appearance key (i.e., same way we would in the Meridian / CS1000 world with SPN tables in LD 90)?
Thanks!
All phones have line appearances for lines 1-5 for inbound calls, and a few admin phones also have lines 6, 7 and 8 as well. All phones also have the option of going out line pool A (hunts outbound lines 8 to 1). All phones have the intercom as the prime line. Customer had an issue where someone tried dialing 911 and got the telco's operator instead. After examining the CDR reports, it was determined they were just picking up the handset and dialing 911 (which is really 9 for the outside line, and 11 which the telco didn't know what to do with and sent the caller to an operator instead). Normally all outbound calls are done with a line appearance and they can dial directly (no outbound 9 needed).
The customer doesn't want people to have to think about which key to press or ponder 911 vs 9-911 in an emergency situation.
So far I've told the customer they have 3 options:
A.) Remove all of the line appearances from each phone so folks will always have to press 9 at the intercom key to dial out. Reception will then have to transfer calls to a person’s extension. Downside is nursing stations will lose night call capabilities and we’ll have to build in a rudimentary auto-attendant in CallPilot to properly route night calls.
B.) Or, remove the line pool from each phone so when they dial 9 from the intercom key – it goes nowhere and all outbound calls will have to go out one of the line keys on the phone. This can cause some issues as each phone has lines 1-5, and only a handful have lines 6-8 as well.
C.) Change nothing – educate employees, put labels on phones, etc. Not my favorite option as you now introduce the human factor into emergency situations.
Or am I missing the boat entirely and there's a way to make the system figure out that 911 on an intercom key is the same as 911 on a line appearance key (i.e., same way we would in the Meridian / CS1000 world with SPN tables in LD 90)?
Thanks!
