HI All,
I have a CCM 10.5.2 system in the USA.
Our policy is that 911 needs route to Emergency services. we use 9 for our outside line. 9.911 is not acceptable, and urgent Priority must be used. we cannot delay these calls in any manner e.g "911?" .changing the outside access code is a big effort and will require user training, so we are trying to avoid this
In the last month thre have been 20+ calls to Emergency made by accident. This is the first cluster i have dealt with in the USA. I cannot replicate this issue and a number of users claim that they have dialled 91 then 911 is automatically dialled, i can't see how this is happening. i have checked all translation Patterns, route Patterns and transform patterns in CCM and nothing does this translation.
I can only think it is user error, but them claim they are not dialling 911. that said, i cant image why they would even dial 91 as the national range is [2-9]XX XXX XXXX. The only other thing i can think of is if a travelling user from naother country, also using 9 for outside access is trying to dial 911! which could be valid in another country.
has anyone heard of this 91 becoming 911 ???
cheers
