Emergency 911

[CBESTBONE_2]

Has anyone ever experienced this. Customer does not have a CER, and is looking at the CDR records to determine who made calls to 911. For the exception of our test, no other 911 calls appear in the Call Detail Records (CDR). Yet the police station registers a couple of calls that were made. The caller ID is the main number that shows up in the police station, so that call came from the site, but as I mentioned the CDR does not have an entry for that date and time.

[will.alvord]

Do you have your "CDR Log Calls with Zero Duration Flag" call manager service parameter enabled?  It's disabled by default.

[CBESTBONE_2]

The CDR is recording everything from 0 second hangups to no enough digits dialed. Those are recording nicely. It is the 911 calls that are not getting logged, which are actually making a connection.

[will.alvord]

Is it possible that the call came from a POTS or other direct PSTN connection?  It's not uncommon for people faxing (within the US where 9 is the most common PSTN access code) to dial 9 and then double tap the 1.  Couple that with most admins setting the 911 route patterns to urgent priority, and you end up with the prevalence for 911 misdials.  Couple that with most fax machines not having the default retry setting changed, a single 911 misdial is repeated 3-5 times and PSAP folks get unhappy pretty quickly.

[CBESTBONE_2]

That may be the correct answer, is there a way to confirm this by pulling a report for calls maded from POTS connections?

[will.alvord]

What type of analog gateways do you have or is the POTS connected directly to the fax machine?  In any case, you'll have surely overwritten the stored call history on any IOS gateway.  Depending on the number of fax machines you have, you may or may not want to walk around and print a usage report from each one.  If you've got too many to make that a viable choice, you could check your phone bill but you'll have to wait till your billing cycle ends.  Your account manager may provide a soft/searchable copy.

Can you share a high level view of your deployment detailing how/where the POTS line(s) fit in?