[cisco-voip] Strategies for "Accidental" 911 Calls

[VM]

Hi.  This is quite common.  Did the prior phone system have the route  
patterns "911" and "9.911"?  It's possible that the prior phone  
system did not have the route pattern "911" and the increase of calls  
to the PSAP are as a result of the users dialing "9" for an outside  
line and then accidently dialing "1" twice.  I've seen less  
accidental dialing of "9" twice as in "9.911" than in the accidental  
dialing of "1"s.

If the prior system did not have a route pattern for "911" then this  
additional route pattern is the cause for the increase of calls to  
the PSAP.  If this is true, the users who accidentally dialed "911"  
in the prior system received an error and were not routed to the PSAP  
thus avoiding the issue you are now dealing with.


On Dec 16, 2006, at 3:39 PM, Carter, Bill wrote:

> I just converted a customer to a CallManager system with 1200 IP  
> Phones.  Since the upgrade they have had a rash of "accidental" 911  
> calls.  I think the old system relied on inter-digit timeout to  
> give users a few seconds to realize they dialed 911 and they could  
> hang-up before the call proceeded.  With CallManager, as soon as  
> 9.911 is pressed the call is sent.  Of course the users need to be  
> trained to remain on the phone and tell the PSAP they mis-dialed....
>
> I am looking for suggestions for what I can do to minimize  
> "accidental" 911 calls.  After 2 weeks on CallManager, the police  
> department paid a visit and said these "accidental" 911 calls need  
> to stop, or the customer will be fined.
>
> Emergency Responder is deployed so I have 911 and 9.911 defined as  
> translation patterns.  I had thought about also adding 911# and  
> 9.911# translation patterns so inter-digit timeout would provide  
> several seconds of delay.  Any thoughts?
>
>
> Bill Carter
> Sr. Business Communications Analyst
> Sentinel Technologies
> (O) 217.391.5015
>
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> cisco-voip at puck.nether.net
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