[cisco-voip] Tracking Down 911 Calls

[Robert]

On Mon, 2007-11-05 at 22:15 -0500, Terry McGhee wrote:
> Over the past 90 days one of our CCM installation sites has generated
> more than 15 unintended 911 calls.  (TAC call initiated and their
> studying it)

<snip>

> The number the 911 call center gets is always the same main pilot
> number at the front switchboard.  We have confirmed that on one
> occasion, this did happen at the front switchboard but, there are at
> least 14 more instances when we know that particular phone did NOT
> make a 911 call.

I presume you have looked at CDR for all the calls to determine what
device they came from?

We face a similar problem. One of our branches is in Las Cruces, NM and
they do a lot of business with customers in El Paso, TX, which is area
code 915. However, it's very obvious what happens because I will see a
911 call that is 1 or 2 seconds ring time, usually without any connect
time, followed within seconds by a call to a 915 number.

Our outbound route patterns are written so that users do not dial a 1
for any calls, so area codes beginning with '91' are particular prone to
users dialing '9-1' (erroneously), pausing to verify the number and
"starting over" with '1-915-xxx-xxxx'. I think they probably hear
ringing before they finish dialing and this clues them into the misdial.

Since probably 90% of our callers dial on speakerphone then pick up, we
try to avert this phenomenon in training by suggesting that composing
the number offline and hitting 'Dial' is the preferred way to dial
calls, but honestly, they do what they want anyway :)

Robert