lretrievers
Vendor
I need to be able to send a call to the internal security department when someone dials 911. We are using '9' for ARS access.
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ARS Routing 911 call to internal security department 1
- Thread starter lretrievers
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mattKnight
Programmer
Personally I wouldn't... rerouting 911 / 999 / 112 emergency calls is a high risk thing to do...
I'd look at crisis alert as a notification method
Take Care
Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.
I'd look at crisis alert as a notification method
Take Care
Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.
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lretrievers
Vendor
I understand the risks, however, this is what they want to do. I looked at the alert, but they do not want the call going out, they want it rerouted to their internal security department.
mattKnight
Programmer
>I understand the risks, however, this is what they want to do
Do they understand the risks and are they willing to sign a waiver of all liabilites for injurty or fatalities resulting? Are they aware of any local/state/federal laws that may be applicable? (I'm UK based so I have *no idea* if such local/state/federal laws exist or not)
If you choose to do this - and feel happy with the protection you have in place...
...then use the ARS digit conversion table to manipulate 911 into an exension number and route from there. Of course, you'll need to add a "bypass" otherwise your security department will not be able to ring the emergency services either.
At the risk of sounding like a stuck record... Consider if you really want to do this or if you are better advised to tell the customer "no"
Take Care
Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.
Do they understand the risks and are they willing to sign a waiver of all liabilites for injurty or fatalities resulting? Are they aware of any local/state/federal laws that may be applicable? (I'm UK based so I have *no idea* if such local/state/federal laws exist or not)
If you choose to do this - and feel happy with the protection you have in place...
...then use the ARS digit conversion table to manipulate 911 into an exension number and route from there. Of course, you'll need to add a "bypass" otherwise your security department will not be able to ring the emergency services either.
At the risk of sounding like a stuck record... Consider if you really want to do this or if you are better advised to tell the customer "no"
Take Care
Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.
Make sure you know that legal has approved this and that you get it in writing before you change routing of 911 to anything other than 911. Make sure you have something in writing to the legal department and they know your objections to doing this. You need to make sure your are minimizing your liability.
One reason not to do this: Fire in the building, everyone evacuates (including security, person trapped in room calls 911, no one to answer in the security office, person dies, your company is liable for their death) You don't want to do this.
- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"
"To know where to find anything is, after all, the greatest part of education"
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1
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911 isn't just bound by Federal and State laws, they can go as specific as by city. I remember when Chicago made it the law that you had to send not just the address but the room number for office buildings for e911.
- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"
"To know where to find anything is, after all, the greatest part of education"
I did not know that in Chicago that if you use E911 you have to actually put useful information into it. That's great!
My opinions on this stuff are here:
My opinions on this stuff are here:
I had my ARS training in Chicago, back when Avaya still did the training (dating myself). The instructor relayed that the law was passed when a woman who was visiting was trapped in an office building fire and didn't know what room she was in. 911 had her on the phone, they knew what building, but not what room, they listened to her die on the phone simply because they didn't know where she was in the building.
- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"
"To know where to find anything is, after all, the greatest part of education"
- Thread starter
- #10
lretrievers
Vendor
Yes legal documents, etc., are in place. However, this is a hospital where some of the patients have been dialing 911 instead of hitting the nurse call button.
That's reasonable for a hospital setting.
I'm having a hard time thinking how you could keep the call in your system without impacting phones that that don't have this interception requirement.
911 - 9 hits ARS, 11 is analyzed.
You can't do a digit conversion in ARS - it would affect "everyone" in the location.
You can use partition routing so you can have a particular COR for these users go out a separate route pattern than everyone else, but you'd still have to tie trunk it back to yourself.
Maybe you could hotline the phones to a VDN with a "collect 11 digits after announcement 1234" and make announcement 1234 be just dial tone and intercept their 911 in a vector and otherwise just route to the digits in question.
That's just off the top of my head, but I'm sure there's a better way to do it.
I'm having a hard time thinking how you could keep the call in your system without impacting phones that that don't have this interception requirement.
911 - 9 hits ARS, 11 is analyzed.
You can't do a digit conversion in ARS - it would affect "everyone" in the location.
You can use partition routing so you can have a particular COR for these users go out a separate route pattern than everyone else, but you'd still have to tie trunk it back to yourself.
Maybe you could hotline the phones to a VDN with a "collect 11 digits after announcement 1234" and make announcement 1234 be just dial tone and intercept their 911 in a vector and otherwise just route to the digits in question.
That's just off the top of my head, but I'm sure there's a better way to do it.
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