Issue with 911 on 200AX

[conxtel]

Have a hotel customer that recently had a medical emergency and they called 911 from one of their 5340 front desk phones (programming as sub attendants).

When the 911 alarm came through to the console, the system dropped the call with the 911 operator. They tried calling back but they were unable to call out and 911 tried calling them but could not get through. They could not make or receive calls until the 911 alarm was acknowledged on the console. They reconnected with 911 by using their cell phone.

Not sure if this was a one off incident or what happened. Customer has not tried calling 911 again to see if the same trouble pops up.

Has anybody encountered this before?

 

[kwbMitel]

The Notification at the console is simply a notification. The call being dropped is unrelated.

What type of trunks?

 

[conxtel]

They have PRI

 

[kwbMitel]

It seems unlikely that the PRI would choose that moment to go down.

The next most likely explanation is that the story is wrong.

Best guess is that the console notification confused everyone and that confusion prevented them from answering the return call.

As for the original call dropping, no idea.