Brazil

I have a nursing home client that uses Tapit. When a call is placed to 911 (which happens frequently) the calls are displayed oddly in the log file. They show up as having no duration but the actual call length is reflected in the ring time. So, you will get a call that has 0 talk time but 300 seconds of ring time.
This screws up the Tapit reports and they don't accurately display the calls.
Has anyone seen this or does anyone have an idea as to what may be causing it?

sizbut

How are 911 calls being routed. Presumably via some 911 short codes set to Dial Emergency.

Do you also have an E911 system attached.

Both would cause the IP Office to treat the call differently from normal calls, especially E911 as it will reroute the call to an E911 trunk and insert changed call information, which may be what causes the odd effect in the call logging.

PBXtech.info

 

Brazil

Not using any E911 but the calls are routed via a Dial Emergency short code. I tested the theory that the Dial Emergency feature may be causing the problem by adding another Dial Emergency number and placing some test calls. Those calls didn't exhibit the same goofy display in Tapit.

oozenoz

Just off the cuff, it sounds like the system isn't detecting answer supervision (so it never really understands that the call was answered by 911 services)

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- calvin

Brazil

You are probably correct, but I'm not sure why it wouldn't be detecting the answer...or how to fix it...probably can't would be my guess...