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Hi Guys: Looking for a little experience here as I am fairly new to NEC. I have hot dial-pad set up on all stations, which speeds things up a lot and is what I am used to.
1) Customer's employees are dialing 911 by mistake fairly often. This partly has to do with a combination of 9 as the trunk access code and the fact that NEC's station numbering plan starts at 101 and goes up from there. It is obviously user error (dialing trunk access code then an extension above 110 and above, or a mis-dial during long distance dialing)
Of course changing the station dial plan can be done, but requires a fair bit of doing, unlike the 2100 that has the new wizard built in, but still won't address the long distance mis-dial issue.
The fact that they are using SIP trunks does not help since the call processing happens very quickly with SIP.
I have changed the trunk access code to 8. What are most of you guys doing? This was never an issue with my Toshiba's or Nortel's.
With Toshiba, they had a slick "911 judgement timer" of 5 seconds built in. This gave 5 seconds grace to hang up if you realized you did this by mistake when using the default LCR access code of 9. If you continued to dial digits beyond 911, the call was abandoned, however dialing 9+911 was deliberate and the call was processed immediately, which makes perfect sense to me. The Toshiba also had emergency call destinations programmable on a per mode basis to allow the receptionist to be aware of a 911 call in progress, and also they could auto conference in by lifting the handset. #911 was a service code for internal emergencies only, and did not utilize and outgoing trunk. Well thought out Toshiba, too bad you decided to exit the market.
I've told the customer that 9 is pretty much industry standard for trunk access, they think it was reckless of me to set up their system that way.
2) Also, the default hold tones seem to be confusing to their customers too, the customers think they have hung up. Again, these are the default NEC tones. I know they are adjustable, but what would be recommended to adjust to?
Are these common complaints with NEC? I'm not finding much in the forums.
I've heard of the 911 problem with other systems too such as Cisco, and where my wife works, they have had to change the trunk access code to 8 on their Mitel.
1) Customer's employees are dialing 911 by mistake fairly often. This partly has to do with a combination of 9 as the trunk access code and the fact that NEC's station numbering plan starts at 101 and goes up from there. It is obviously user error (dialing trunk access code then an extension above 110 and above, or a mis-dial during long distance dialing)
Of course changing the station dial plan can be done, but requires a fair bit of doing, unlike the 2100 that has the new wizard built in, but still won't address the long distance mis-dial issue.
The fact that they are using SIP trunks does not help since the call processing happens very quickly with SIP.
I have changed the trunk access code to 8. What are most of you guys doing? This was never an issue with my Toshiba's or Nortel's.
With Toshiba, they had a slick "911 judgement timer" of 5 seconds built in. This gave 5 seconds grace to hang up if you realized you did this by mistake when using the default LCR access code of 9. If you continued to dial digits beyond 911, the call was abandoned, however dialing 9+911 was deliberate and the call was processed immediately, which makes perfect sense to me. The Toshiba also had emergency call destinations programmable on a per mode basis to allow the receptionist to be aware of a 911 call in progress, and also they could auto conference in by lifting the handset. #911 was a service code for internal emergencies only, and did not utilize and outgoing trunk. Well thought out Toshiba, too bad you decided to exit the market.
I've told the customer that 9 is pretty much industry standard for trunk access, they think it was reckless of me to set up their system that way.
2) Also, the default hold tones seem to be confusing to their customers too, the customers think they have hung up. Again, these are the default NEC tones. I know they are adjustable, but what would be recommended to adjust to?
Are these common complaints with NEC? I'm not finding much in the forums.
I've heard of the 911 problem with other systems too such as Cisco, and where my wife works, they have had to change the trunk access code to 8 on their Mitel.