knewshound

I am at my wits end, admittededly a very short trip.

I have a G3 R11 that acts as a CO for 90 sites, distributing inbound and outbound calls and switching on-net calls to various sites.

At the Main site, we have Tapit Call accounting software that monitors all inbound and outbound calls.

We have had an ongoing issue when callers dial 911 and hangup.

The SMDR does not seem to be sending the SMDR info when the call is a hangup. Even though we have asked and demanded that if a 911 call was made in error that the caller stay on the line it simply is not happening.

As a result, we get firetrucks arriving at the site once a month or so which is NOT acceptable.

We have NO caller ID on trunks.

At every site, there are additional CO/Centrex/POTS lines and routes for 911 so that the remote sites do not outcall 911 from the main site.

It is my understanding that due to the short duration of these calls, (1 to 6 seconds) the G3 conciders them "abandoned calls" and does not send them out via SMDR. Indeed, when I inspect the raw SMDR data, the call never appears.

Is there a way to make the G3 stop classifying these as abandoned, no matter what the duration?

I have looked over the CDR programming and can find no answer.

A 22oz bottle of my homebrew goes to whomever can give me a definitive fix for this issue.

Cheers,

knewshound

oozenoz

What kind of trunks do you have from the G3 to the telco?

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- calvin

PBXtech.info

 

ahays

This is the answer: Get out the manual, look up and implement "crisis alert."

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

knewshound

oozenoz - The trunks are standard "Supertrunks" from Telco, used for both outgoing and incoming for my 3000 DID numbers.

ahays - Hi Al, I checked into crisis alert before but I suspected it would have the same issue, i.e. the switch sees it as an abandoned call and disregards it. Am I wrong in that assumption?

Just to be clear, a REAL 911 call, one that the caller stays on the line for, is not an issue, it is the hangups that are killing me. Callers are dialing 911 in error, and hanging up. Since the call is under 3 seconds long, the switch disregards it classifying it as an abandoned call, which it is. Sadly, it still gets out and hits the 911 dispatchers regardless.

Does crisis alert look at the call, regardless of weather or not it completes?

The documentation does not seem to address that issue.

Thanks,

knewshound

martinyoung

Crisis alert will tell you what station the call was made from so you can go explain that false alarms are going to start costing you because 911 services will start billing for false alarms. The phone with a crisis alert button must deal with the crisis immediately because their phone will do nothing else until then.

Another thing that might be happening is that you have ARS set up to route calls to "11" to be rerouted to 911. Do a "display ars an 11" and see if a route exists for it. Display that route and see if it deletes two digits and inserts 911. People misdial their phone all the time and if someone dialed 9-11 in error and it suddenly starts to ring, they will hang up.

You might delete that option and tell all users that due to excessive false alarms to 911 that in the future all calls must be 9-911.

__________________
Marty
Retired Avaya DSIC tech

martinyoung

If a person dials 911, a phone with a crisis alert button immediately gets an alert, it does not matter how long the caller stays on the line. The station number that made the call is displayed on the alert phone and the person at the alert phone must deal with the alert before they can do anything else because the phone will do nothing else until the alert is cleared.

__________________
Marty
Retired Avaya DSIC tech

PBXtech.info

 

knewshound

Well that was sure easy.

It is implimented and working well, thanks to both of you.

Tell me this however, I cannot seem to program it the same way in a Prologix, the "cha sys parm crisis" screen is not there. Furthermore, CRSS is not even an option on button programming.

Am I missing something?

I am going to try to impliment this Enterprise wide but many of the switches are Prologix.

Where am I going wrong ?

martinyoung

I don't have an immediate answer for that and I don't have a Prologix to look at. I will have to look it up.

What release is the Prologix?

__________________
Marty
Retired Avaya DSIC tech

knewshound

They go from G3csiV3 to G3csiV11.

So what kind of beer would you like :)

ahays

Crisis Alert came out with 7.1 ... and I'll take an Erdinger Weissbier Dunkel. :D

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

knewshound

I have Summer Ale and 2 Pils available now.

With temps in the 100's, I tend to make "lighter" beers. I will be brewing darks again in the winter when a chewey beer is more desireable.

How patient are you?

The Summer ale is delicious BTW.

Let me know, I am very serious.

martinyoung

Al, you gave him the answer first so go for it. But a Summer Ale does sound interesting.

__________________
Marty
Retired Avaya DSIC tech

ahays

I haven't brewed beer in a couple of years. It was easy in Milwaukee where the basement was about 70 degrees year round ... but here in Dallas it's tough. We keep the house at 78 and that's a wee bit high, even for an ale. I've been thinking about buying an old used refrig and trying my hand at a lager or two.

Well, if you're serious I'll damn sure take a bottle or two of that Summer Ale off of you hands. :D

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html