[cisco-voip] 911 Calls

Thu Feb 25 19:19:11 EST 2010

built-in queueing with the auto-attendant? i like it. i'll have to investigate to see if that gives us anything.... 

this isn't the EOL'ed one is it? can you use a phone agent with this? 

--- 
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: "Scott Voll" <svoll.voip at gmail.com> 
To: "Michael Thompson" <mthompson729 at gmail.com> 
Cc: cisco-voip at puck.nether.net 
Sent: Thursday, February 25, 2010 5:21:14 PM GMT -05:00 US/Canada Eastern 
Subject: Re: [cisco-voip] 911 Calls 

nicely done. 

I will have to look into that and the legal issues they may come with it. 

Scott 

On Thu, Feb 25, 2010 at 1:02 PM, Michael Thompson < mthompson729 at gmail.com > wrote: 

the way we have chosen to do it is to use the new 'call queue' built within auto attendant in UCM 7. you can set a queue depth. since nobody is logged in as the '911' user, it will queue the call for 8 seconds while it plays a special music on hold message (recording saying that you've dialed 911, if this is an emergency, please stay on the line). 

works pretty solid. 

On Thu, Feb 25, 2010 at 10:47 AM, H, Tim < 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 
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> wrote: 

Yea, I sent it to HR and letting them sort it out J 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 ] On Behalf Of Lelio Fulgenzi 
Sent: Thursday, February 25, 2010 9:05 AM 
To: Wes Sisk 
Cc: 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> 
To: "Steve Sarrick" <ssarrick at drsllc.net> 
Cc: 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> 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 ] On Behalf Of H, Tim 
Sent: Wednesday, February 24, 2010 5:54 PM 
To: 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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