Axxess v11 system - the system 11 alarm letting the receptionist know 911 was called and which station. Has anyone had the following problem or now where else to look for a solution?

The station user 'completly denys calling 911'.
The SMDR had no entry for 911 or the local 10-digit number.
The IP phones have a 'call' log but the keysets don't. I would have to be lighting fast to go to the station and check the log or press re-dial to verify 'I did not dial that number'.
The tech explained why no SMDR entry but trust the system alarm notification, 'that is the station and they dialed the number..they may have hung up before connecting to the 911, but they dialed it'.

Say Bye.