MSYoung

I can not answer your question if it is a Merlin specific problem but if it is an ARS table problem, I will give it a try. I will assume that Merlin ARS tables are the same as Definity ARS tables.

In a Definity there are two ways to handle 911 calls. One is to force everyone to dial 9 then 911. The other way is to handle the call if a person dials 911 and stops there. Since 9 is the access code for ARS calls the PBX strips the 9 off and sends 11 out the route pattern. And this, of course, results in nothing happening because a call to 11 will time out. So in the ARS table set 11 as a two digit call to a new route pattern and in that route pattern insert a 9.

This is dangerous though so be careful. The problem will come if someone dials 911 and really meant to only hit the 1 once. They will hang up and correctly dial the number they meant to dial, but the 911 operator will get a call with no one on the line. This usually results in the police being dispatched. A few of these will result in you getting a bill whenever it happens.

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Do not meddle in the affairs of dragons for you are crunchy and taste good with ketchup.

Marty

sillejo

If the 911 operator calls back and can verify the call, they will not dispatch if it not needed. This would requrie the main ALI info to include a numer that can be staffed at all times and have the ability to find out quickly who called 911 and why. There are a couple of e911 products out there that will facilitate this call coming back directly to the station that placed the errant call.
http://nena.org/Buyers%20Guide/

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Deus ex machina

MSYoung

Interesting web page but there are some issues that would need to be overcome. At this location there are about 2,000 people and about half of them are call center agents that do not have DIDs so they cannot be called directly from outside. The PBX displays the main listed number when one of them calls out. If you call that number back you get an auto attendant which gives you several choices. Even if one of those choices were local security it is very possible they are unaware of an emergency involving 911 because the facility covers an area about five football fields in size. They are not going to say don't come because they have not heard of a problem, then find out later that someone is having a heart attack at the other end of the facility.

What we do now is if you dial 9911 it goes to a 911 operator, if you dial 911 it goes to the security desk. They determine if there is an idiot on the phone or if the call needs to be passed to 911.

__________________
Do not meddle in the affairs of dragons for you are crunchy and taste good with ketchup.

Marty