atcomsystems.ca/forum Forums General General Telephone & Systems Information 911 calls and caller ID

The problem has been going on for years and every time I think it is fixed it crops up again.
Someone calls 911 and hangs up. PSAP calls an extension that is not the main receptionist number.
LEC says it is not their problem. I have verified that the caller ID number I get on LEC phones and cell phones is not what E911 calls back. Our PSAP says it is a problem with the caller ID sent by the LEC. LEC says it is "somewhere" in the PSAPs system. Suggestions please. I may not be asking the right questions to the right persons.

Ok, we need more information.

What phone system?
What trunking is the caller ID going out over.?
Do you have call accounting to see what ext is calling 911?
Verify that the "number" is not your BTN.

If it's a PRI you might have a typo and could be sending an incorrect outgoing number for that station.

This kind of looks like a math problem. You have two knowns and you're trying to solve for the unknown.

Is E911 calling the exact same number every time and are they receiving the exact same CID number every time?

Knowing if this is a PRI would be helpful because, depending on the system, every extension in the system could have a different CID number associated with it.

If the system can log outgoing SMDR, this would be a good tool to narrow down which extension it is that's doing this. By the way, I once had an analog line in a system that was connected to a modem. The equipment was long forgotten but the modem and the equipment remained connected. Every so often, after the area where this clinic was got 911 service, they would get a call from E911 regarding a call that was exactly 14 seconds in duration and then disconnect.

I looked at the system programming and checked the CID for all the extensions. It wasn't until I looked at the SMDR and saw this extension that I had forgotten even existed. It turned out that the equipment was actually E.T. and was trying to "Phone Home." Years prior, the system was programmed to dial 9 then 11 for a long distance call as was required by the LEC at the time.

Rcaman

I'll try to answer all the questions and then explain further exactly what is going on.

What phone system? Mitel 3300.

What trunking is the caller ID going out over? Primary rate ISDN. I don't have the specific trunk number available right now.

Do you have call accounting to see what ext is calling 911? Yes, we know who it was. This is not the issue as it is not always the same extension.

Verify that the "number" is not your BTN. OK I will. The question is why? Would that be the number that LEC sends to PSAP?

If it's a PRI you might have a typo and could be sending an incorrect outgoing number for that station. By PRI I think you mean what I call a two way DID? The majority of our DID extensions use a substitute always number for CPN substitution, which is the reception desk. Local policy.

Is E911 calling the exact same number every time and are they receiving the exact same CID number every time? Yes and yes.

Knowing if this is a PRI would be helpful because, depending on the system, every extension in the system could have a different CID number associated with it. See above about CPN substitution.

If the system can log outgoing SMDR, this would be a good tool to narrow down which extension it is that's doing this. We are using this tool. We know what extension it came from and why.

The 911 calls are from different extensions and only happen occasionally, usually due to users making an outside long distance call and pressing 1 twice.

I would love to take 911 out of the digits dialed and just have 9911 but that is a whole different issue with a whole other story behind it.

To recap, the issue is the telephone number displayed on the PSAP equipment.

Coral Tech may be on to something. I can't check what the billed telephone number is right now but it may be the one E911 calls back on. if it is, could that be the answer to the question?

Thanks for the replies.

Yes. Because if your LEC does not get what it considers a legitimate DID number (programming whatever) it will send the BTN.