One-X Attendant False Emergency Calls

[ccrnr77]

So we have two receptionists who use the One-X Attendant. These attendants are staffed throughout the entire work day. The only time one of these desks are empty are for short bathroom breaks. When one of these receptionists goes on break, they activate the POS-BUSY feature until their return. We have had several instances while one of these attendants were on break with POS-BUSY active, where the second attendant receives a call from the first where the caller ID says EMERGENCY, acting like an emergency call from the other attendant. There have been no real emergencies reported and our call accounting shows no record of these calls. I am wondering if we are misunderstanding the functionality of the POS-BUSY feature? I know that if the crisis alert button is pressed, the POS-BUSY turns on. Any ideas of why these "false" emergency calls might be taking place? Thank you in advance for any and all of your input.

 

[AvayaTier3]

list emergency

                        EMERGENCY ACCESS CALLS

Extension      Event                    Type of Call           Time

233            call completed           off-hook alert         03:44 A
411            call completed           off-hook alert         12:14 P
331            call completed           off-hook alert         01:08 P

list emergency

                        EMERGENCY ACCESS CALLS

Extension      Event                    Type of Call           Time

6367           attd crisis alert        ars alrt call type     04:53 P
2868           attd crisis alert        ars alrt call type     04:54 P
6300           attd crisis alert        ars alrt call type     04:55 P
2868           attd crisis alert        ars alrt call type     04:57 P

change system-parameters crisis-alert                           Page   1 of   1
                         CRISIS ALERT SYSTEM PARAMETERS

ALERT STATION
    Every User Responds? y

ALERT PAGER
            Alert Pager? y
  Originating Extension:
      Crisis Alert Code:
                Retries: 0
    Retry Interval(sec): 30
            Main Number:

                          ** Do not include ARS Access Code in Pager Number **
                          Pager Number          Pin Number
                       1:                    1:
                       2:                    2:
                       3:                    3:

                  DTMF Duration - Tone (msec): 100  Pause (msec): 100

list usage button-type crss-alert

                             LIST USAGE REPORT

     Located on
     Attendant Number      1       Feature Button 17

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

45 years Bell, AT&T, Lucent, Avaya
Tier 3 for 35 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[ccrnr77]

Thank you for the response. Our setup appears correct. I also show nothing under 'list emergency'.
The only visual I have of these calls taking place is our second attendant who has received the "emergency" call from the first attendant.
Could Off-Hood alerting possibly have anything to do with it since our attendants go POS-BUSY for break purposes?

Thank you again.

 

[AvayaTier3]

Off-hook alerting calls are to the attendant queue
Optionally can be directed to a programmed Emergency Access Redirection Extension

display system-parameters customer-options                      Page   4 of  11
                                OPTIONAL FEATURES

   Emergency Access to Attendant? y

display system-parameters features                              Page   4 of  20
                        FEATURE-RELATED SYSTEM PARAMETERS
          Reserved Slots for Attendant Priority Queue: 5
                           Time before Off-hook Alert: 20
[COLOR=#CC0000]               Emergency Access Redirection Extension:
[/color] Number of Emergency Calls Allowed in Attendant Queue: 5

display feature-access-codes                                    Page   2 of   9
                               FEATURE ACCESS CODE (FAC)
                   Contact Closure  Pulse Code:

                  Data Origination Access Code: *112
                      Data Privacy Access Code: *113
              Directed Call Pickup Access Code: *115
       Directed Group Call Pickup  Access Code:
[COLOR=#CC0000]     Emergency Access to Attendant Access Code:
[/color]

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

45 years Bell, AT&T, Lucent, Avaya
Tier 3 for 35 years and counting
[URL unfurl="true"]http://bshtele.com[/url]