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Need to allow a few seconds before sending 911 calls out to the PSTN.

We are experiencing accidental 911 calls and the police have been on site several times.  We would like to provide the end user 4 or 5 seconds to realize they have misdialed the number.

We reduced the T302 timer, which works.

We have unchecked the urgent priority on 9911 calls, which works.

Here is the problem.*********

911 is sent to a route point, which in turn sends it to the CER immediately.  Is there a T timer for the route point or something equivalent to unchecking urgent priority for a route point?

Or is there a better solution?

Thanks.

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

Re: Need to allow a few seconds before sending 911 calls out to

Two options:

  1. Manually create a T302 condition by adding translation pattern such as 9.9111. Have it translate to 9.911 which points toward your CER box to avoid a dead end. Assuming the user doesn't dial a third one digit, the inter-digit timeout will occur because there is another candidate at 9.911.
  2. Run 911 and 9.911 through an IVR application such as a Unity Call Handler or a Contact Center IVR script that either adds the delay or better yet plays a prompt warning the user they have called emergency services. If the caller doesn't hang up have that IVR forward the call to the CER route point.
2 REPLIES
VIP Super Bronze

Re: Need to allow a few seconds before sending 911 calls out to

Two options:

  1. Manually create a T302 condition by adding translation pattern such as 9.9111. Have it translate to 9.911 which points toward your CER box to avoid a dead end. Assuming the user doesn't dial a third one digit, the inter-digit timeout will occur because there is another candidate at 9.911.
  2. Run 911 and 9.911 through an IVR application such as a Unity Call Handler or a Contact Center IVR script that either adds the delay or better yet plays a prompt warning the user they have called emergency services. If the caller doesn't hang up have that IVR forward the call to the CER route point.

Re: Need to allow a few seconds before sending 911 calls out to

Option one worked and we are consdering the second option, which sends the callers to Unity and then out to 911.

Instead of adding a translation pattern, I actually added a 2nd dn of 9111 to the CTI route point.  Now we are able to dial 911 or 9911 with a few seconds delay to give the caller time to hangup if the 911 call was made in error.

Is there any gotchas with the 2nd dn of 9111 being added to the route point, that i'm not considering.

Thanks for your assistance!

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