ESA - inadvertant 911 calls - Page 2 - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

Steamer · 01-28-2003, 12:50 AM

Jack- I think your FLEN method will work with ESA with a little pretranslation trickery.
I did this a while back but took it out for reasons below. Some locations might find it OK.
Was going to post this earlier but figured I better test it again.
Memory twists things around sometimes.

Suppose you give your phones an XLST to replace 9 with 9888.
Program 888 as an SPN like this

SPN 888 - I used 888, it could be any non-conflicting number
FLEN 6
ITOH NO
RLI 38 - LTER YES DEL 3 INST 9 (sends back to NARS)
ARRN 110
ARLI 39 - LTER YES DEL 3 INST any invalid DN
ARRN 112
ARLI 39
ARRN 113
ARLI 39
ARRN 114
ARLI 39
ARRN 115
ARLI 39
ARRN 116
ARLI 39
ARRN 117
ARLI 39
ARRN 118
ARLI 39
ARRN 119
ARLI 39
SDRR ARRN CODES = 9
ITEI NONE

Assumptions - NARS AC1 is 9. Long distance is dialed AC1+1+NPA.
Explanation - User has XLST 39 (XLAT 9 988

.
User dials 9, pretranslation converts this to 9888 and therefore gives the NARS treatment for SPN 888.
If the user dials anything except 911 then the call is rerouted to the usual NARS treatment for AC1 by RLI 38.
If the caller dials 911 the NARS Interdigit Timer (NIT) kicks in and routes the call to RLI 39 and therefore back through NARS. If the SPN 911 is pregrammed as it should be then the call will be handled by ESA complete with OSN.
If the user dials 911 + any other digit then the call is picked up by the ARRN and redirected by RLI 39 to some DN. In my case I used an invalid DN to give overflow tone. It could also be a RAN route access code.
I purposely skipped ARRN 111 thinking that a caller in distress might press 1 three times.

There are two things I don't like about this arrangent and this is why we decided against
using it:
1. An actual 911 call relies on the NIT delay before routing the call. By default NIT is 8 seconds. This could seem like an eternity when someone's heart has stopped beating. The timer can be shortened but that will cause problems for slow dialers like me.
2. If the caller accidentally hits an extra digit after 911 then the call won't go.

Now that I have been thinking about it again though, it could still be useful for problem lines like faxes and modems.. These are the ones that really tick off the 911 operators because of the redialing.

There may be a slicker way of doing this. I'd like to hear ideas or if there is something unclear.

BTW Fletch, shouldn't the DMI 911 be DEL 0 INST x? You don't need to delete the AC1.

Steamer

**Fletch** · 01-28-2003, 11:38 AM

Steamer-

You need to delete the AC1 becasue when you LTERM you want the switch to process as 911, this lets ESA pick it up and carry it to the ESA Route.

Actually 911 is the ESA, you are telling the switch to convert the 9-911. This is a reverse in thinking from the old days when we all had 911 as an SPN and we added 11 with a DMI to insert the 9 to make calls without AC! go.

This is where most people, including myself when I first did it, get confused. ESA is a translation straight from the dialpad PRIOR to NARS/BARS touching it,

Steamer · 01-28-2003, 09:10 PM

I agree things are different with ESA.
But when dialing 9-911 NARS will handle the first step in processing, therefore the first 9 will be thrown away.
Now NARS checks for the SPN 911 which says "Use RLI 911"
RLI 911 Entry 0 says LTER and use DMI 911.
If DMI 911 says DEL 1 then it will try to dial "11".
You need to have a DMI that has DEL 0 and INST nothing.
Normally DMI 0 will do this but I think it is not advised for 911 calls.
You have to use a DMI other than 0 for LTER to work properly.
Steamer

mrmike · 01-31-2003, 12:22 PM

We are expermenting with using 911 as a spn and using LTERM ina separate RLB which reverts it back into the PBX. then send it to a menu via dummy ext , state that you are calling 911 ( gives them time in the event of a screw up) and then forward to a phantom that is DCFW'd using a RACOD to the local route with a "911" behind it. Its kinda nutty, but beats getting hit with all of those false alarm charges and should keep you from getting sued because "911" wasnt a valid code.

**Fletch** · 02-02-2003, 11:31 AM

OK, interesting. BUT if someone were to die, I would not want to be the one who has to explain that I was the one that delayed medical assistance.

You have to think aboiut this side of it: If youare having a heart attack, you may only be able to muster the strength to dial 911, not 9-911, not menu choices, etc..

I completely understand your problem about false calls, and I am not arguing that with you. I woud contact your HR office and develope a program to educate users, and pass costs to their departments for these 911 calls. I think that if you were to inquire, there would only be a fine for a hangup, not an inadvertant call. In CT, we have an entire exchange, and a lot of INTL calls. We costantly get complaints fromthe PSAP on misdials, they helped us educate the users, and all they ask is a simple "I'm sorry, I misdialled the number." explanation from users. Hangups they have to investigate.

jack · 02-03-2003, 12:33 AM

This whole thread has got me wondering, why EXACTLY do I want to do the whole ESA thing?

My current use of SPN 9+911 & 911 works well, but...

The OSN bit would be VERY helpful, no doubt!!!

The re-education campaign -- YO Fletch GREAT IDEA!!!!!! --- will create alot of work but certainly a necessary task to complete!!!

As previously stated, I really would have a boat load of issues should someone die because of something I programmed -- regardless of my intentions.

So, why do I want to implement ESA?

Jack

mrmike · 02-03-2003, 09:24 AM

The key here is to add 9-11 as a spn, wait for the complaints and or bills, suggest
workaround to customer and REQUIRE a signed release form from an officer in the company on letterhead. thereby eliminating the legal liability, and satisfying the customers needs.

**Fletch** · 02-03-2003, 09:13 PM

Good intentions Mr.Mike, but it's still gonna drag you into court, and you will have to live with the facts. That is for each of us to decide for ourselves.

As for ESA, Jack, ESA buys you proper CLID transmission for 911 calls, as well as OSN. Well worth the effort, and OSN certainly helps you police your own people and gives you the ability to track the offenders.

jimtpg · 02-04-2003, 10:12 AM

I have intentionally stayed out of this thread now, since as most of you know, I am also a 911 dispatcher in my spare time. A piece of paper doesn't mean jack squat to anyone who's loved one has died because of manipulating the call, you're still gonna end up in court. However, much worse than that is the idea that you knowingly made a program change to your switch that possibly contributed to the situation. Could you look at yourself in the mirror every morning? Fletch's post regarding education is the key here. The first thing you do is get the local NON-emergency number to the PSAP. Call them, talk to them, let them know that you want to work with them. Talk to the center and see if you can use the non emergency number to call in and advise them of the inadvertant call. I can tell you from experience, that it is much better to get a call advising of an inadvertant call, than having a med unit involved in a wreck responding to a misdial. Of course each PSAP has their own set of protocals, so your mileage may vary. Just an aside, but now quite off topic... If you have your cell phone set up to automatically call 911 by holding the 9 down, please use your keyguard. Fully 70% of all of our 911 calls that arrive via cell phone are caused by seatbelts, purse contents, etc. These can be VERY frustrating to dispatchers.... off my soap box now!!!!!
Jim

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