[cisco-voip] 911 Call Routing Issues

[Ryan Ratliff]

Assuming you are running a recent version of CUCM your phones are most
likely using the enbloc dialing feature (8.4.x phone loads), meaning that
when you use onhook dialing the phone sends the numbers in one chunk, rather
than one at a time, to CUCM.  This will allow it to bypass the 9.911 with
urgent priority that would normally have received the call if the digits had
been dialed one at a time. 

You should be able to use CCM traces or CDR records to determine who is
making the calls.

You can put the 9.911XXXXXXX block pattern into the None partition if you
wish all phones to use it.  As long as it is more specific than other 9.<10
digit> patterns this won't cause issues.  9.911XX! will probably introduct
interdigit timeout for all of your external calls.

As for whether to use a route pattern or translation pattern it depends on
how you want to handle it.   If you want to guess the number the user was
trying to dial then use a translation pattern to fix up the number for them.
You could also use this to redirect them to a voicemail box with a greeting
telling them they have misdialed the number and to please try again.

If you just want to block the call you can use a route pattern and even set
the block reason (for CDR purposes).


-Ryan 
-----Original Message-----
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Mike Brooks
Sent: Thursday, November 13, 2008 4:59 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] 911 Call Routing Issues

Hi guys,

We are having a problem in which users are accidentally dialing 911 on an
almost daily basis.  The issues appears to be because users are
trying to dial 9916XXXXXXX and are actually dialing 9911XXXXXXX.   The
9.911 pattern has urgent priority.  The problem is that they are not picking
up the phone and dialing the number they are typing the number in and
pressing "Dial".  When the misdial is done in this sequence our CER server
is not receiving the 911 call and seems to be matching the 10 digit route
pattern instead 9.[2-9]xx[2-9]xxxx rather than our
9.911 (w/urgent priority) pattern.  We are unable to track who is making the
911 calls because the phones that are making the call are not part of our
DID range, therefore our telco is not passing the correct ANI and are
applying the BTN.  The called number is going out the circuit as the full 10
digits 911XXXXXXX and is still being routed to 911.

We are trying to resolve this with blocks by blocking 9.911XXXXXXX or
9.911XX!.

We use the line device approach and usually block on the line and the device
contains all route patterns.  I feel we should put this block in all of the
device CSSs since it will need to be on all phones.

I have a few questions:
1. when a user enters in digits and then presses dial is urgent priority
ignored ?
2. if we do use the block patterns what would be the best practice ?
3. for the block patterns should we use route patterns or translation
patterns and why ?


Your input would be greatly apreciated.

Thank you,
Mike
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