[cisco-voip] 911 Calls

Thu Feb 25 15:55:40 EST 2010

Hi Wes,

How would I set the above parameter to true?

Thanks,

Tim

From: Wes Sisk [mailto:wsisk at cisco.com]
Sent: Thursday, February 25, 2010 1:51 PM
To: H, Tim
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] 911 Calls

That is possible.  All CDR's may not be logged.  By default:

CDR Logs calls with 0 duration is set to false.  This means that calls that do not connect or calls that disconnect for normal reasons such as a user hanging up will not be logged into CDR.  Any call that disconnects with an abnormal cause code will be logged.  Keep in mind it is 'connect' in CM's visibility.  On ISDN/PRI trunks CM has visibility into answer supervision.  On analog trunks CM does not have any visibility into answer supervision.

If a user dials 911 and hangs up before answer or immediately after answer then the call will not be logged in CDR.  The only ways to identify that call are (1) set the above parameter to true (2) review CM SDI or SDL traces from the time of the incident.

/Wes

On Thursday, February 25, 2010 10:47:54 AM, H, Tim <TimH at trstone.com><mailto:TimH at trstone.com> wrote:

Yea, I think I’ll use UCCX instead.  It’s HA and is rarely down for anything, otherwise our business stops!

On another note, I’ve been looking frantically through my CDR reports and I cannot find anywhere where 911 calls originated from our system.  Am I missing something here?  Does anyone have any direction as to what report I should run and sort by?

I’m skeptical that someone else out there is masking 911 calls with our numbers.

Any help is appreciated.

Thanks,

Tim

From: Wes Sisk [mailto:wsisk at cisco.com]
Sent: Thursday, February 25, 2010 10:30 AM
To: H, Tim
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] 911 Calls

whatever your final solution make sure to document and share the dependence among your organization.  In working with support teams I experience first hand that most customers think nothing of rebooting voicemail servers in the middle of the day.  If you finalize on using Unity that would result in a 911 outage.

We frequently see tremendous dissatisfaction caused by differing service level agreements or service level expectations between services and the products or components delivering those services.

/wes

On Thursday, February 25, 2010 9:17:26 AM, H, Tim <TimH at trstone.com><mailto:TimH at trstone.com> wrote:

Yea, I sent it to HR and letting them sort it out ☺  All very good ideas though.  Appreciate the feedback.

Instead of using the complicated Unity solution, think I’ll leverage our UCCX environment. Think it will be much easier.

Thanks again!
Tim
From: cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net> [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Lelio Fulgenzi
Sent: Thursday, February 25, 2010 9:05 AM
To: Wes Sisk
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] 911 Calls

Agreed. I would also add that you should get executive approval as well from someone in your organization who fully understands the ramifications of what has been done.

In our instance, we had our Campus Community Police request/approve the changes.

---
Lelio Fulgenzi, B.A.
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Cooking with unix is easy. You just sed it and forget it.
                              - LFJ (with apologies to Mr. Popeil)

----- Original Message -----
From: "Wes Sisk" <wsisk at cisco.com><mailto:wsisk at cisco.com>
To: "Steve Sarrick" <ssarrick at drsllc.net><mailto:ssarrick at drsllc.net>
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Sent: Thursday, February 25, 2010 8:52:58 AM GMT -05:00 US/Canada Eastern
Subject: Re: [cisco-voip] 911 Calls

very creative solutions.  please consider checking with your local laws as well.  some areas have laws that specifically prevent 911 intercept and require it route immediately out to emergency services.

/wes

On Wednesday, February 24, 2010 6:28:17 PM, Steve Sarrick <ssarrick at drsllc.net><mailto:ssarrick at drsllc.net> wrote:

We route to Unity first playing a message that says “you have dialed 911, if this is an emergency stay on the line, otherwise hang up”.  There are blogs out there how to do it, I can find it for you if you want to go this route.  9911 goes out normal.

From: cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net> [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of H, Tim
Sent: Wednesday, February 24, 2010 5:54 PM
To: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: [cisco-voip] 911 Calls

All,

Lately we've been seeing more and more 911 calls go out of our building by "accident."  None of our route patterns have changed lately.  I'm not sure why this could be happening.  A couple of questions.

1. Is there a good way to prevent this from happening? Is anyone else doing anything special to prevent this?
2. I'm trying to find a way to report on the 911 calls and am unable to find a report that will accommodate my needs.  Does anyone know of reports to run for this?

Thanks,
Tim

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