Just my expierence. We have United Way as a customer which has a "211" Call Center. We installed a BCM a few years ago, and from the first day the operators complained of no one being on the line when they answered many of the calls which came through the AA. They also had as many as 50 static messages in the 211 mailbox after hours. We started tracking incoming calls with the help of the CO and found that the lines that were making the calls, were all in trouble(IE. Wet cables) After engaging Nortel DMS support as well as Nortel ITAS they confirmed that this was the problem. 211 is the lowest numerical number that can be dialed with pulses (4). It is possible that 911 could be pulsed although the other 3 digit numbers should have been dialed before it got to 911. To solve the problem we had to set the AA up so that the caller would have to choose an option in the AA.
