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New Member

911 Misdial handling

How many out there are using 9 for outside dial prefix, and do any of you have issues with people misdialing 911? If so, do you handle it, or does the local 911 operator just deal with the extra calls?

15 REPLIES

Re: 911 Misdial handling

One way to handle it is to require users to dial 9911, so you would have a 9.911 route pattern, but not a 911 route pattern. You're taking a risk that everyone knows and remembers to dial 9 in the event of an emergency, but I think the risk is fairly small. This is how we handle the issue.

Hope this helps.

Brandon

Bronze

Re: 911 Misdial handling

It really doesnt matter what route pattern you have 911 or 9.911.

We have users dial 91xx xxx xxx but they press one more 1 carelessly. Then they hung up after they figure out they call 911 center, then COP car show up. It happens a lot at the beginning.

Then I told all the users that when misdial 911, please dont hang up... tell 911 center that you misdial and say sorry..... usually 911 center wont yell at you.... they would rather glad you do that.

Thanks

Ken

Re: 911 Misdial handling

The route pattern matters because if, as in your example, a user tries to dial 91xx xxx xxx and they dial an extra 1, if there is no 911 route pattern, the call will not be completed. If you have a 9T route pattern and you strip the 9, the 11 would be sent to the PSTN after the interdigit timeout and the user would hear reorder.

Brandon

Hall of Fame Super Silver

Re: 911 Misdial handling

You can create another blocking route pattern such as 911111, this way every time a user dials 911, CCM waits the T302 timer before sending the call, giving people time to realize that they misdialed. Off course if the requirements is not to delay the 911 call this will not be a feasible solution.

Chris

Re: 911 Misdial handling

In addition to what Chris suggested uncheck urgent priority flag on the 911 pattern (you can still keep 9911 with UP checked). This way callmanager will still wait for more digits. (provided your route patterns are 9.XXXXXXXXXX for outbound dialing)

New Member

Re: 911 Misdial handling

Telling the 911 center you are a misdial will work in most areas and most sites. However, some sites, like banks, hospitals, etc. will usually trigger a dispatch, regardless of an 'error' call.

New Member

Re: 911 Misdial handling

well i dont think that route pattern has anything to do with route patterns however you can still take care of people who r just dialing this number for fun go to Sql Enterprise ---> CDR ---> and there run a query Select * from table name where calledpartynumber is 911 you will get the complete report however i would suggest you to check the field names in CDR table instead of copying this Sql query.....

Cheers :)

Gaurav

New Member

Re: 911 Misdial handling

This has been a recurring/common issue. The way I deal with this is to set up a Unity Call Handler and route 911 (not 9.911) calls to it. This call handler can have a greeting that plays "you have just dialed 911 if this is an emergency please stay on the line, etc.. Once the greeting plays set the Call Handler to transfer to 9911 which call manager can route properly. This has been very effective in solving the misdial issue.

New Member

Re: 911 Misdial handling

This was a big problem with my company too. And no matter how many times we (nicely) asked people not to hang up they still did. It got to the point that the police dept. was so angry with us that we had to change the outside code from 9 to 8.

New Member

Re: 911 Misdial handling

The nice thing with my solution is that you don't have to change your dialplan from a 9 to an 8. If the 911 call is a misdial then the caller gets the chance to hang up while the Call Handler recording is playing. This way the call is never connected to the 911 center.

New Member

Re: 911 Misdial handling

Hello all,

Heres my two cents since I have been dealing with this problem for several years and have had a long issue discussion with Cisco regarding this.

We used to have it send the 911 call urgent priority. That fires the calls off immediately with so, I had calls that were going 911 that were not complete because the caller hung up before the handshake. So I have to TRUE a flag to record all calls in my CDR and take off URGENT PRIORITY. Also I reduced the timeout time to 5 seconds. I believe it was 10.

This still hasnt fixed the problem but it reduced it. Also sending out emails - if you dial 911 dont hang up tell the 911 operator that this was a miss dial. Also being a school district all return 911 calls go to the receptionist. When she gets the call she calls me and I look it up in SQL (noted int earlier post).

The only other way is change your outbound calling number. Which I might have to do (cultural change).

Thanks I am now stepping off my box.

Larry Simanek

Network Specialist

Grossmont Union HSD.

bji
New Member

Re: 911 Misdial handling

Does anybody have the proper URL for any kind of guide for call handlers and route pattern modifications like this? I would love to do this but am rather inexperienced with call handlers and route patterns.

Any advice or pointers are welcome.

thanks,

bob

Re: 911 Misdial handling

Bob,

Here are a couple of good links regarding route pattern configuration.

CallManager Administration Guide

Route Pattern Configuration

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803ed685.html

A Typical U.S. Dial Plan for Cisco CallManager 3.x and 4.x

http://www.cisco.com/en/US/products/sw/voicesw/

ps556/products_tech_note09186a0080094b2a.shtml

Hope this helps. If so, please rate the post.

Brandon

bji
New Member

Re: 911 Misdial handling

Thanks, Brandon. I'll look this over.

bob

P.S. Anybody have problems with the "notify me by email when there are replies" function? It doesn't seem to work for me. The system has my correct email address. It just doesn't tell me there are replies. I better go check some other posts I made.

Silver

Re: 911 Misdial handling

Hi,

We had this issue as well and found that in most cases it was caused by the way the caller-ID for missed calls was presented, so that if users pressed dial without using edit dial first they dial 911.

We implemented a workaround first by removing the 911 route pattern and adding the 9.911 route pattern. Next, we are now in the works to add a translation profile to the gateways to add the 9 for an outside line to the caller-ID.

BTW, we sufferd the same in our EU countries where the emergency number is 112 and I just tested the translation profile with succes for these sites.

Here is the config for the Netherlands, similar one should be possible for the US I guess (have not yet tested it):

!

voice translation-rule 2

rule 1 /\(^.........$\)/ /00\1/

rule 2 /\(^..........$\)/ /000\1/

rule 3 /\(^...........$\)/ /000\1/

rule 4 /\(^............$\)/ /000\1/

rule 5 /\(^.............$\)/ /000\1/

rule 6 /\(^..............$\)/ /000\1/

rule 7 /\(^...............$\)/ /000\1/

!

voice translation-profile AddLeadingZero

translate calling 2

!

dial-peer voice 100 pots

translation-profile incoming AddLeadingZero

incoming called-number

direct-inward-dial

!

With this in place users can just press dial on missed calls without accidentally dialing the 112 emergency number :-)

Hope this helps,

Leo

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