sundance-communications.com/forum Forums TDM Business Telephone Systems Mitel Telephones & Systems Guest phones are dialing 9-11 by itself

Hi everyone. I am brand new to this forum. Our Hotel has a Mitel superconsole 1000. We have been experiencing some issues with our system lately.

1-one specific room is dialing 9-11 all on it's own. No lie. There will be nobody in the room and the 9-11 alarm will go off and the 9-11 operator will call us. It has happened about 6 times in the past 3 weeks. This is a serious issue because if we really need 9-11 to help, they might think it's another false call.

2-there are about half a dozen rooms where the phones are beeping and ringing mysteriously at all times of the day.

Any help would be appreciated as the nearest phone tech that is certified to diagnose and repair the problem is a 3 hour drive away.

thanks

A little information is required.

1. Which Mitel system is it? EL, ICP or other? Look at the telephone equipment in the telephone or utility room and describe what it looks like and what, if any, numbers or letters are on the cabinet (s).

2. Do you have voice mail and is it imbedded or stand alone?

3. Are the room phones capable of storing numbers? Is there a redial key on the phones?

4. Is there a speed dial bion programmed for 9911?

Rcaman

The port that is dialing 911 by itself, is most likely defective. When the relays start to 'chatter', they end up rotary dialing all types of random numbers. Every now and then, they dial a valid number.

1-Mitel sx-200 with a super console 1000

2-No voicemail option

3-The phones are as basic as they come

4-I could not tell you if there is a speed dial button programmed with 9911

On the guest room phones, is there a template for placing phone calls? For example, is there a button for "Pizza", "Taxi" or "Emergency"? If so, those are buttons that have probably been programmed as a speed dial for a pizza shop, taxi company and 911 or 9911.

Curious, how old are the guest room phone sets?
Are they dirty or clogged with dust and filth?

I have seen similar problems several times. Since you have one room that is dialing 911 on its own that port is likely where your problem is. Watch for flashing lights on the station cards. If you see one flashing a lot be sure to note which one it is and then see what room is connected to it. The problem could be a bad port on a station card. It could be a bad phone or the cord. I see this problem nearly every year in the hotest part of the summer. Humidity is high and the rooms are kept cool. The humid air and cool temp in the rooms will cause mostiure to condense in the jacks. Most times you can pull the jack out and see the green crud growing in it. It dosen't have to be the jack the phone is plugged into. If there are more than one jack in the room check all of them.
I hope this helps.

An easy way to troubleshoot this is to just swap two ONS cards and see if the trouble moves. That will eliminate the ONS card. It could be a crud filled jack, but it is odd that it ONLY dials 911. It seems to me if it were chattering relays or crud covered jacks that there would be all kinds of dialing occurring. Maybe there is and the only time it is noticed is when it gets the 911 string.

Rcaman

If you have SMDR set up, where you can bill guests for calls, you can use it to find out what extension is calling 911. You can probably set the call accounting to print both the raw data and the processed data, so that way it won't have to be a valid call before it logs it.

If you have the front desk staffed 24-7, and if the local fire and safety codes permit it, you could try sending 911 calls to an LDN, and then the front desk can screen them and see what extension is calling on the console. CHECK SAFETY AND FIRE CODES FIRST.

Another option is to upgrade your system. If 911 calls are not logging at the console and setting an alarm there, then you are using software prior to LW17, which had 911 notification standard. Upgrading to LW17 (ML/EL, which looks like a microwave oven) will resolve the issue, because you can see on the console what extension is dialing 911.

Once you know what extension is doing it, you can repair that phone and make it work.

BTW, do you have hot tubs or a pool? Does the phone there ring down to Front Desk, or to 911?