[Updated] Staff Accidentally Dialing 911 on Call Manager Express (CME)

hyounkim80 · ‎09-17-2009

We have recently implemented a complete VoIP solution (C2800 Router w/ Call Manager Express) at my employer and the system works great... except for the fact that the staff occasionally dial 911 by accident. There have been issues of users accidentally dialing 911 when trying to call long distance, but that is not the issue I'm trying to resolve. I have confirmed that when the user attempts to use a defined Speed Dial (91205XXXXXXX), the phone dials 9-9-1-1. The local police have been dispatched to our address numerous times. Below is an excerpt of the relevant config:

voice translation-rule 1
rule 1 /7/ //

dial-peer voice 1 pots
description ** T1 PRI pots dial-peer **
destination-pattern 911
port 0/0/0:23
forward-digits all
!
dial-peer voice 2 pots
description ** T1 PRI pots dial-peer **
destination-pattern 9911
port 0/0/0:23
forward-digits 3
!
dial-peer voice 3 pots
corlist outgoing call-local
description ** T1 PRI pots dial-peer **
preference 1
destination-pattern 9T
port 0/0/0:23
!
dial-peer voice 4 pots
corlist outgoing call-domestic
description ** T1 PRI pots dial-peer **
shutdown
destination-pattern 91..........
port 0/0/0:23
forward-digits 11
!
dial-peer voice 5 pots
corlist outgoing call-international
description ** T1 PRI pots dial-peer **
destination-pattern 9011T
port 0/0/0:23
!
dial-peer voice 6 pots
corlist outgoing call-900
description ** T1 PRI pots dial-peer **
destination-pattern 91900.......
port 0/0/0:23
!
dial-peer voice 7 pots
corlist outgoing call-976
description ** T1 PRI pots dial-peer **
destination-pattern 91976.......
port 0/0/0:23
!
dial-peer voice 8 pots
description ** T1 PRI pots dial-peer **
translation-profile incoming incoming
incoming called-number .
direct-inward-dial
port 0/0/0:23
!
dial-peer voice 9 pots
description ** T1 PRI pots dial-peer **
destination-pattern 911
port 0/0/1:23
forward-digits all
!
dial-peer voice 10 pots
description ** T1 PRI pots dial-peer **
destination-pattern 9911
port 0/0/1:23
forward-digits 3
!
dial-peer voice 11 pots
corlist outgoing call-local
description ** T1 PRI pots dial-peer **
preference 2
destination-pattern 9T
port 0/0/1:23
!
dial-peer voice 12 pots
corlist outgoing call-domestic
description ** T1 PRI pots dial-peer **
shutdown
destination-pattern 91..........
port 0/0/1:23
!
dial-peer voice 13 pots
corlist outgoing call-international
description ** T1 PRI pots dial-peer **
destination-pattern 9011T
port 0/0/1:23
!
dial-peer voice 14 pots
corlist outgoing call-900
description ** T1 PRI pots dial-peer **
destination-pattern 91900.......
port 0/0/1:23
!
dial-peer voice 15 pots
corlist outgoing call-976
description ** T1 PRI pots dial-peer **
destination-pattern 91976.......
port 0/0/1:23
!
dial-peer voice 16 pots
description ** T1 PRI pots dial-peer **
incoming called-number .
direct-inward-dial
port 0/0/1:23
!
dial-peer voice 18 voip
description ** cue voicemail pilot number **
translation-profile outgoing PSTN_CallForwarding
destination-pattern 7000
session protocol sipv2
session target ipv4:172.xxx.xxx.xxx
dtmf-relay sip-notify
codec g711ulaw
no vad
!
dial-peer voice 19 voip
description ** cue auto attendant number **
translation-profile outgoing PSTN_CallForwarding
destination-pattern 7001
session protocol sipv2
session target ipv4:172.xxx.xxx.xxx
dtmf-relay sip-notify
codec g711ulaw
no vad
!
dial-peer voice 20 voip
description **CUE AA dial-peer**
destination-pattern 6300
session protocol sipv2
session target ipv4:172.xxx.xxx.xxx
dtmf-relay sip-notify
codec g711ulaw
no vad

However, I cannot see anything wrong with it. Perhaps someone else can provide some advice, suggestions, or configuration examples of their own 911 translation-rule solution? For my "dial-peer voice 1 voice", should the forward-digits be changed from "all" to "3"?

I've researched numerous threads on this site (and others), but cannot find anything dealing specifically to the Call Manager Express.

Thanks in advance!

-Hyoun

---------------------------------------------------------------------------------------------------------------------------------------------

Reply------

Hyoun,

Another way out to this situation is to have a seperate POTS dial peer for 911 calls only so that accidental occerences can be avoided.

Below is how a sample config would look like:

dial-peer voice 911 pots
destination-pattern 911
forward-digits 3

port 0/0/1

dial-peer voice 9911 pots
destination-pattern 9911
port 0/0/1
forward-digits 3

You may refer the URL below

http://www.cisco.com/en/US/tech/tk652/tk90/technologies_tech_note09186a0080325e8e.shtml.

I hope this helps.

-Shalu

jgreenberg · ‎09-17-2009

Hyoun,

This is not an unusal occurance. One thing that we do to minimize this type of thing occuring is to use a number other then 9 for out outside dialing code. That way the users only start dialing with 9 for '911' calls. The other thing is that I do not typically need translation patterns to dial 911. I use the 'forward-digits' or 'prefix' command in the dial-peer. To give you an idea here is what my typical pots dial-peers looks like

***911 calls****

dial-peer voice 911 pots

destination-pattern 911

port x/x

forward-digits all

Dial-peer voice 8911 pots

destination-pattern 8911

port x/x

forward-digits 3

**LD calls**

dial-peer voice 100 pots

destination-pattern 81[2-9]..[2-9]......

port x/x

forward-digits 11

**International**

dial-peer voice 200 pots

destination-pattern 8011T

port x/x

prefix 011

-HTH

-Jon

hyounkim80 · ‎09-17-2009

John,

Thanks for the quick response. I got with some of my users to find out what exactly they did to cause the problem. Both of them are using speed dials they configured under their account under CME. The speed dials consist of 9-1-21X-XXX-XXXX (without the dashes of course). However, on occasion, they end up dialing a number starting with 9-9-1-1.

Does my voice translation-rule listed above have anything to do with this? You mentioned no usage of translation patterns to perform 911. So does that mean I can eliminuate rule #1 in voice translation-rule 9 entirely?

I do have the following in my config with foward-digits:

dial-peer voice 1 pots
description ** T1 PRI pots dial-peer **
destination-pattern 911
port 0/0/0:23
forward-digits all
!
dial-peer voice 2 pots
description ** T1 PRI pots dial-peer **
destination-pattern 9911
port 0/0/0:23
forward-digits 3

hyounkim80 · ‎09-17-2009

To Shalu: I notice you have the following config:

dial-peer voice 911 pots
destination-pattern 911
forward-digits 3

port 0/0/1

dial-peer voice 9911 pots
destination-pattern 9911
port 0/0/1
forward-digits 3

I compared it to my config and noticed I have "forward-digits all". Is this the reason for my problem?

shalushar · ‎09-18-2009

Hyoun,

In dial-peer 911 forward-digits all and forward-digit 3 would result in forwarding the same digits.I checked your configuration and can see that dial-peer 12 & dial-peer 4 is in shut mode.

dial-peer voice 12 pots

corlist outgoing call-domestic

description ** T1 PRI pots dial-peer **

shutdown

destination-pattern 91..........

port 0/0/1:23

And generally we make two emergency dial-peer, one local and one Long Distance and one International dial-peer.Here is an idea for this

//Emergency dial-peer

dial-peer voice 911 pots

destination-pattern 911

forward-digits 3 or forward-digits all

port 0/0/1

//Emergency dial-peer

dial-peer voice 9911 pots

destination-pattern 9911

port 0/0/1

forward-digits 3

//International calls

dial-peer voice 1003 pots

destination-pattern 9011T

port 0/1/0:23

prefix 011

!11-digit long-distance PSTN dialing with an access code of 9

dial-peer voice 1 pots

preference 1

destination-pattern 91..........

port 2/0:23

forward-digits 11

!7-digit local PSTN dialing with an access code of 9

dial-peer voice 4 pots

destination-pattern 9[2-9]......

port 2/0:23

forward-digits 7

Moreover another way out is to change the access code to any other digit than 9.

Hope this helps.

-Shalu

hyounkim80 · ‎09-18-2009

Thanks Shalu. That's an option that I was considering (moving the access code from 9 to 8).

Would the phone software be a culprit on why fast dials are sometimes dialing 911?

HEATH FREEL · ‎10-02-2009

We ran into a similar issue a while back and although the order of the Dial-Peers is not suppose to be a factor we were able to stop all mistakenly dialed 911 calls by making the 911 dial-peers show up at the end of the dial-peer configurations.

We were on with TAC and they could not figure it out - but that was the solution.

JAlcock · ‎07-25-2010

This seems fairly old, but in case someone else comes across it as I did, I'll add a comment anyway.

In a case like this, you could have numbers that have 911 or 9911 somewhere in the sequence being accidentally matched to the one of the first two dial peers. A better practice would be to specify exact patterns by specifying the beginning and end of each destination pattern string. The caret symbol (^) denotes the beginning of a string, and the dollar sign ($) denotes the end of a string. The following examples should prevent accidental dialings. The first one will match the string "911" and only that string. The second will match only "9911" and only that pattern. Both will forward the the digits "911."

dial-peer voice 1 pots
destination-pattern ^911$
port [Whatever port you wish]

forward-digits 3

dial-peer voice 2 pots
destination-pattern ^9911$
port [Whatever port you wish]

forward-digits 3