Avaya IP office not able to dial 911

[James991985]

Avaya IP office Essentials mode 9.1.5.0 build

Iam having trouble getting 911 working correctly. you have to dial 9-911 to call. I need it so they can dial 911 without the 9. When you dial 911, I get an incompatible on the avaya phone display and beeping on the handset.

The lines come in via a PRI circuit, set up as line 5. To make an outside call you need to dial 911.

Under the ARS:
50:Main
519)

Both are setup the same as follows: Code / Telephone Number / Feature / Line Group ID

      11 / 911 / Dial Emergency /0
      911 / 911 / Dial Emergency
      0N; / Barred / 0N /Bared / 0
      1N ; / N / Dial 3K1 / 0
      XN; / N / Dial 3K1 / 0
      XXXXXXXXXN / N /Dial3k1 / 0
I did try changing the line group ID to 5, but still did not work.


Trace info:
Button Number Button Type Call Ref Current State Time in State Calling Number or Called Number Direction Other Party on Call
-----------------------------------------------------------------------------------------------------------------------------------
1 CA Idle 00:06:14

2 CA Idle

3 CA Idle


Trace Output - All Buttons:
1/10/24 9:37:49 AM-343ms Extension = 6317, Digit dialed, Digit = 9
1/10/24 9:37:49 AM-363ms Call Ref = 46356, Originator State = Dialling, Type = User, Destination Type = none
1/10/24 9:37:50 AM-277ms Extension = 6317, Digit dialed, Digit = 1
1/10/24 9:37:50 AM-531ms Extension = 6317, Digit dialed, Digit = 1
1/10/24 9:37:54 AM-532ms Call Ref = 46356, Short Code Matched = User, 9N;
1/10/24 9:37:54 AM-534ms My buttons = 1, Call Ref = 46356, Originator State = Dialling, Type = User, Destination State = Seized, Type = Target List
1/10/24 9:37:54 AM-535ms Line = 5, Seized, Channel ID = 23, Call Ref = 46356
1/10/24 9:37:54 AM-540ms Line = 5, Channel = 23, Q.931 Message = Setup, Call Ref = 46356, Direction = From Switch, Calling Party Number = 7195892564, Called Party Number = 11
1/10/24 9:37:54 AM-551ms Line = 5, Channel = 23, Q.931 Message = CallProceeding, Call Ref = 46356, Direction = To Switch
1/10/24 9:37:54 AM-555ms My buttons = 1, Call Ref = 46356, Originator State = Dialling, Type = User, Destination State = Dialling, Type = Trunk
1/10/24 9:37:54 AM-556ms Line = 5, Channel = 23, Q.931 Message = Disconnect, Call Ref = 46356, Direction = To Switch, Cause Code = 1
1/10/24 9:37:54 AM-557ms Line = 5, Channel = 23, Q.931 Message = Release, Call Ref = 46356, Direction = From Switch
1/10/24 9:37:54 AM-562ms Line = 5, Channel = 23, Q.931 Message = ReleaseComplete, Call Ref = 46356, Direction = To Switch
1/10/24 9:37:54 AM-565ms My buttons = 1, Call Ref = 46356, Originator State = Dialling, Type = User, Destination State = Clearing, Type = Trunk
1/10/24 9:37:54 AM-565ms Call Ref = 46356, Disconnect from Destination End
1/10/24 9:37:54 AM-569ms Extension = 6317, State = Incompatible
1/10/24 9:37:54 AM-570ms Extension = 6317, Button = 1, Idle
1/10/24 9:37:57 AM-405ms Extension = 6317, Switchhook, Status = On
1/10/24 9:37:57 AM-407ms Extension = 6317, State = Busy Wrap Up
1/10/24 9:37:59 AM-408ms Extension = 6317, State = Idle

Any help would be greatly appreciated.

 

[tac84]

Have you tried setting up a short code outside of ARS in the system wide short codes?

Similar to the one you mentioned in the ARS above.

Code: 911
Feature: Dial Emerg
Telephone Number: 911
Line Group ID: 5

Thanks, Tim
Adelaide, Australia

 

[sizbut]

You may have to explain more about what has been changed in the configuration. For example, a 9N; user short code isn't standard, so what are the full settings of that short code.? And why was it added to that user?

From the trace, it looks like the call gets to the line, but as you suspect with just the digits 11 so the line provider responds with a "what?" (cause code 1 is 'Unallocated number')

Without more, I would suspect that your user short code is passing just 11 to the ARS and that matches the 1N; in the ARS.

Things I would try:

- Try removing the user short code and see what happens.

- You could add a 11/911/Dial Emergency short code to the ARS to see if the routing then works (I'm in the UK, as far as I'm aware there are no US area codes that start with 1 but just in case, only do this as a quick test during quiet hours and remove the new short code afterwards, just in case someone does try to dial some 911xxxxxxxx national number if they do exist).


Stuck in a never ending cycle of file copying.

 

[James991985]

I will try both your suggestions and reply back. Than you.

  Just so you aware the ARS 50Main(below) was programed in the system by default out of the box and under short codes tab the 9N (9N/Dial/N/50Main) is also there by default. The ARS 51[9} was added(but same info as 50;Main) what I can see is that the 9N was changed to go to the line group ID 51:[9}ARS.

ARS 50:Main
11 / 911 / Dial Emergency /0
      911 / 911 / Dial Emergency
      0N; / Barred / 0N /Bared / 0
      1N ; / N / Dial 3K1 / 0
      XN; / N / Dial 3K1 / 0
      XXXXXXXXXN / N /Dial3k1 / 0

 

[Westi]

hi sizbut 1 is the same as the 0 in the UK and starts a long distance call before the area code.
You are correct the digit 1 is not starting digit of an area code

Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/

 

[Westi]

@ James991985
your shortcode is pointing to the wrong ARS it seems

it points to the ARS named [9] but if you point it to the ARS called Main it should work

Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/

 

[James991985]

Added a short code 911/Dial Emergency/911/0, but did not work and is saying incompatible. Looking at the traced it detected the 9N short code, instead of the 911 code. Just so you aware I have been removing the 911 number in the ARS and Short codes and inserting a cell number as not to bother law enforcement(with a 9 before the number and without).

 

[James991985]

Missed typed last post 911/Dial Emergency/911/5

 

[Westi]

you need to probably send a caller ID to get the call to complete. Without it most providers will simply not complete your call so your shortcode would require the s1231234123 or whatever your number is you want to send in the telephone number entry of your shortcode.

Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/

 

[James991985]

I will try switching ARS 51 to 50 and check the caller ID issue and get back. Thanks.

 

[James991985]

I attempted to point the call to ARS50, but still will not go through, as well as adding a short code with a caller id. It is still saying Incompatible when dialing 911.