sundance-communications.com/forum Forums TDM Business Telephone Systems NEC Telephones & Systems fax extension dialed 9-1-7XX-XXX-9911 ended up at 911

I have a fax machine on a 8100 with 2 copper trunks with CCIS to a 8500 with 2 PRI's. This extension has called this number several times this year. Today they where connected to 911. No changes where made in phone system in September when it worked until now. I don't see anything in the F-routes or ARS that would have strip that much off and routed the call. I have a total of 20 calls between the 8100 and the 8500 calling this number this year. My Tapit call reporting software shows the SMDR info as the 11 digit number. That makes me think somehow the telco strip the information and routed it.

If it's a one-off event, I'd disregard it and monitor for it to happen again. Possible glare at the Telco.

If it happens repeatedly, I'd check your ARS / LCR carefully, with an eye to third/fourth choice routes.

It's very interesting, and I ran into something similar. I have guest phones, all analog, with pre-programmed one-touch buttons for Front Desk, Housekeeping, voicemail, etc. It's on an 8500.
Twice in the last 2 months, a guest ended up talking to a 911 operator after pressing the Room Service button, which is programmed to dial 991101 (it's an internal extension number on the system). The access code to dial out from our system is "1". So in order for somebody to call 911, they need to dial 1-911. I went to the room and pressed the same Guest Service button, but worked normally and called the Room Service phone.
I could not, in any way, reproduce the problem. SMDR shows a clear 911 call, which requires one to REALLY dial 1-911 and whatever digits they may press afterwards. The call went out on the dedicated 911 route, so there was no misterious route-advance. And OPR doesn't strip or manipulate the digits in any way...

With a pre-programmed speed dial, it's possible that a maintenance man screwed up programming the speed dial for room service. On getting the complaint that it went to 911, he (or another maintenance guy) might then have swapped phones, or even reprogrammed that one.

I would suggest creating a dummy number that CFAs to 991101 instead of relying on users not to fat-finger it.

SOP in many hotels is for the maintenance guy to swap phones on any report of phone trouble, even before they call you. You probably have a room phone in a box somewhere, with a badly programmed speed dial and "BaD FOnE? ??" written on it in magic marker.