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Home > Archive > Voice over IP Cisco > November 2007 > Tracking Down 911 Calls
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Tracking Down 911 Calls
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| Terry McGhee 2007-11-06, 1:12 am |
| Over the past 90 days one of our CCM installation sites has generated more
than 15 unintended 911 calls. (TAC call initiated and their studying it)
In discussing this situation with the 911 call center their previous
historical experience in similar situations indicates that our cause is
probably a procedural/configuration problem rather than prank calls. For
example, we dial "9" for outside calls, and our geographic location is
adjacent to an area code that begins with 91X.
However, the installation is in a middle school and the principal believes
these are prank calls.
My question is, what tools are available to help us determine exactly what's
going on here. The number the 911 call center gets is always the same main
pilot number at the front switchboard. We have confirmed that on one
occasion, this did happen at the front switchboard but, there are at least
14 more instances when we know that particular phone did NOT make a 911
call.
Terry
R. Terry McGhee
Director of Technology, Halifax County Public Schools
Halifax VA 24558
tmcghee@halifax.k12.va.us
434-572-5119 Office
434-222-8636 Mobile
"It is no use saying, 'We are doing our best.' You have got to succeed in
doing what is necessary." -- Winston Churchill
| |
| Ed Leatherman 2007-11-06, 7:12 am |
| Hi Terry,
Can you get call detail records from callmanager for those 911 calls? one of
the fields in each record is the device name of the originating device,
should be straight forward then to trace back to whatever IP Phone(s) made
those 911 calls.
I've found on the couple times we've had complaints from our PSAP that after
going back to the user you can actually see in their placed call log on the
phone where they called 911, hung up, and then dialed another number that
starts out similar. Might be easy to make an educated guess as to if it was
a prank call or a mistake by doing that.
Ed
On 11/5/07, Terry McGhee <tmcghee@halifax.k12.va.us> wrote:
>
> Over the past 90 days one of our CCM installation sites has generated
> more than 15 unintended 911 calls. (TAC call initiated and their studying
> it)
>
>
>
> In discussing this situation with the 911 call center their previous
> historical experience in similar situations indicates that our cause is
> probably a procedural/configuration problem rather than prank calls. For
> example, we dial "9" for outside calls, and our geographic location is
> adjacent to an area code that begins with 91X.
>
> However, the installation is in a middle school and the principal believes
> these are prank calls.
>
>
>
> My question is, what tools are available to help us determine exactly
> what's going on here. The number the 911 call center gets is always the
> same main pilot number at the front switchboard. We have confirmed that on
> one occasion, this did happen at the front switchboard but, there are at
> least 14 more instances when we know that particular phone did NOT make a
> 911 call.
>
>
>
>
>
>
>
> Terry
> R. Terry McGhee
> Director of Technology, Halifax County Public Schools
> Halifax VA 24558
> tmcghee@halifax.k12.va.us
> 434-572-5119 Office
> 434-222-8636 Mobile
>
> "It is no use saying, 'We are doing our best.' You have got to succeed in
> doing what is necessary." -- Winston Churchill
>
>
>
> ________________________________________
_______
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
--
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
| |
| Robert 2007-11-06, 1:12 pm |
| On Mon, 2007-11-05 at 22:15 -0500, Terry McGhee wrote:
> Over the past 90 days one of our CCM installation sites has generated
> more than 15 unintended 911 calls. (TAC call initiated and their
> studying it)
<snip>
> The number the 911 call center gets is always the same main pilot
> number at the front switchboard. We have confirmed that on one
> occasion, this did happen at the front switchboard but, there are at
> least 14 more instances when we know that particular phone did NOT
> make a 911 call.
I presume you have looked at CDR for all the calls to determine what
device they came from?
We face a similar problem. One of our branches is in Las Cruces, NM and
they do a lot of business with customers in El Paso, TX, which is area
code 915. However, it's very obvious what happens because I will see a
911 call that is 1 or 2 seconds ring time, usually without any connect
time, followed within seconds by a call to a 915 number.
Our outbound route patterns are written so that users do not dial a 1
for any calls, so area codes beginning with '91' are particular prone to
users dialing '9-1' (erroneously), pausing to verify the number and
"starting over" with '1-915-xxx-xxxx'. I think they probably hear
ringing before they finish dialing and this clues them into the misdial.
Since probably 90% of our callers dial on speakerphone then pick up, we
try to avert this phenomenon in training by suggesting that composing
the number offline and hitting 'Dial' is the preferred way to dial
calls, but honestly, they do what they want anyway 
Robert
| |
| Robert Kulagowski 2007-11-06, 1:12 pm |
| It's why we've made our external line code "8".
| |
| Jason Aarons \(US\) 2007-11-06, 1:12 pm |
| In CallManager 4.1, I had a SQL/ASP guru write a web page that showed
911 calls, also you could have a stored procedure send you emails ,etc.
None of this is cisco supported, but solved our problems.
Billing products like InforTel can also alert on 911 calls based on CDR
logs file, and IPSession has a solution for alerting on 911 calls, as
well as CER.
From: cisco-voip-bounces@puck.nether.net
[mailto:cisco-voip-bounces@puck.nether.net] On Behalf Of Terry McGhee
Sent: Monday, November 05, 2007 10:16 PM
To: cisco-voip@puck.nether.net
Subject: [cisco-voip] Tracking Down 911 Calls
Over the past 90 days one of our CCM installation sites has generated
more than 15 unintended 911calls. (TAC call initiated and their
studying it)
In discussing this situation with the 911 call center their previous
historical experience in similar situations indicates that our cause is
probably a procedural/configuration problem rather than prank calls. For
example, we dial "9" for outside calls, and our geographic location is
adjacent to an area code that begins with 91X.
However, the installation is in a middle school and the principal
believes these are prank calls.
My question is, what tools are available to help us determine exactly
what's going on here. The number the 911 call center gets is always the
same main pilot number at the front switchboard. We have confirmed that
on one occasion, this did happen at the front switchboard but, there are
at least 14 more instances when we know that particular phone did NOT
make a 911 call.
Terry
R. Terry McGhee
Director of Technology, Halifax County Public Schools
Halifax VA 24558
tmcghee@halifax.k12.va.us
434-572-5119 Office
434-222-8636 Mobile
"It is no use saying, 'We are doing our best.' You have got to succeed
in doing what is necessary." -- Winston Churchill
-----------------------------------------
Disclaimer:
This e-mail communication and any attachments may contain
confidential and privileged information and is for use by the
designated addressee(s) named above only. If you are not the
intended addressee, you are hereby notified that you have received
this communication in error and that any use or reproduction of
this email or its contents is strictly prohibited and may be
unlawful. If you have received this communication in error, please
notify us immediately by replying to this message and deleting it
from your computer. Thank you.
| |
| Ryan Ratliff 2007-11-06, 1:12 pm |
| Assuming you have CDRs enabled (on all your servers)...
select =
datetimeorigination,origDeviceName,calli
ngPartyNumber,originalCalledPart =
yNumber,finalCalledPartyNumber from CallDetailRecord where =
finalcalledpartynumber like '%911'
This SQL query (run against the CDR db) will get you all calls made =
that ended with 911. You can manipulate the search terms as =
necessary to fit your dialplan. You can use http:// =
www.onlineconversion.com/unix_time.htm to convert the =
dateTimeOrigination from unix time to a normal date/time.
-Ryan
On Nov 6, 2007, at 11:15 AM, Jason Aarons ((US)) wrote:
In CallManager 4.1, I had a SQL/ASP guru write a web page that showed =
911 calls, also you could have a stored procedure send you =
emails ,etc. None of this is cisco supported, but solved our problems.
Billing products like InforTel can also alert on 911 calls based on =
CDR logs file, and IPSession has a solution for alerting on 911 =
calls, as well as CER.
From: cisco-voip-bounces@puck.nether.net [mailto:cisco-voip- =
bounces@puck.nether.net] On Behalf Of Terry McGhee
Sent: Monday, November 05, 2007 10:16 PM
To: cisco-voip@puck.nether.net
Subject: [cisco-voip] Tracking Down 911 Calls
Over the past 90 days one of our CCM installation sites has generated =
more than 15 unintended 911 calls. (TAC call initiated and their =
studying it)
In discussing this situation with the 911 call center their previous =
historical experience in similar situations indicates that our cause =
is probably a procedural/configuration problem rather than prank =
calls. For example, we dial =939=94 for outside calls, and our geographic =
location is adjacent to an area code that begins with 91X.
However, the installation is in a middle school and the principal =
believes these are prank calls.
My question is, what tools are available to help us determine exactly =
what=92s going on here. The number the 911 call center gets is always =
the same main pilot number at the front switchboard. We have =
confirmed that on one occasion, this did happen at the front =
switchboard but, there are at least 14 more instances when we know =
that particular phone did NOT make a 911 call.
Terry
R. Terry McGhee
Director of Technology, Halifax County Public Schools
Halifax VA 24558
tmcghee@halifax.k12.va.us
434-572-5119 Office
434-222-8636 Mobile
"It is no use saying, 'We are doing our best.' You have got to =
succeed in doing what is necessary." -- Winston Churchill
Disclaimer: This e-mail communication and any attachments may contain =
confidential and privileged information and is for use by the =
designated addressee(s) named above only. If you are not the intended =
addressee, you are hereby notified that you have received this =
communication in error and that any use or reproduction of this email =
or its contents is strictly prohibited and may be unlawful. If you =
have received this communication in error, please notify us =
immediately by replying to this message and deleting it from your =
computer. Thank you.
________________________________________
_______
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
| |
| Matthew Saskin 2007-11-06, 1:12 pm |
| Slight modification to Ryan's query to have SQL server do the datetime =
conversion for you. Yes, I realize that this puts a higher load on the =
server. Remember that times are in GMT.
select
dateadd(s, convert(int, dateTimeOrigination), '01-01-1970') as =
dateTimeOriginationHumanReadable,
datetimeorigination,origDeviceName,calli
ngPartyNumber,originalCalledPartyNu=
mber,finalCalledPartyNumber =
from CallDetailRecord
where finalcalledpartynumber like '%911'
-matt
Ryan Ratliff wrote:
> Assuming you have CDRs enabled (on all your servers)...
> =
> select =
> datetimeorigination,origDeviceName,calli
ngPartyNumber,originalCalledPart =
> yNumber,finalCalledPartyNumber from CallDetailRecord where =
> finalcalledpartynumber like '%911'
> =
> This SQL query (run against the CDR db) will get you all calls made =
> that ended with 911. You can manipulate the search terms as =
> necessary to fit your dialplan. You can use http:// =
> www.onlineconversion.com/unix_time.htm to convert the =
> dateTimeOrigination from unix time to a normal date/time.
> =
> -Ryan
> =
> On Nov 6, 2007, at 11:15 AM, Jason Aarons ((US)) wrote:
> =
> In CallManager 4.1, I had a SQL/ASP guru write a web page that showed =
> 911 calls, also you could have a stored procedure send you =
> emails ,etc. None of this is cisco supported, but solved our problems.
> =
> =
> =
> Billing products like InforTel can also alert on 911 calls based on =
> CDR logs file, and IPSession has a solution for alerting on 911 =
> calls, as well as CER.
> =
> =
> =
> From: cisco-voip-bounces@puck.nether.net [mailto:cisco-voip- =
> bounces@puck.nether.net] On Behalf Of Terry McGhee
> Sent: Monday, November 05, 2007 10:16 PM
> To: cisco-voip@puck.nether.net
> Subject: [cisco-voip] Tracking Down 911 Calls
> =
> =
> =
> Over the past 90 days one of our CCM installation sites has generated =
> more than 15 unintended 911 calls. (TAC call initiated and their =
> studying it)
> =
> =
> =
> In discussing this situation with the 911 call center their previous =
> historical experience in similar situations indicates that our cause =
> is probably a procedural/configuration problem rather than prank =
> calls. For example, we dial =939=94 for outside calls, and our geographic=
=
> location is adjacent to an area code that begins with 91X.
> =
> However, the installation is in a middle school and the principal =
> believes these are prank calls.
> =
> =
> =
> My question is, what tools are available to help us determine exactly =
> what=92s going on here. The number the 911 call center gets is always =
> the same main pilot number at the front switchboard. We have =
> confirmed that on one occasion, this did happen at the front =
> switchboard but, there are at least 14 more instances when we know =
> that particular phone did NOT make a 911 call.
> =
> =
> =
> =
> =
> =
> =
> Terry
> R. Terry McGhee
> Director of Technology, Halifax County Public Schools
> Halifax VA 24558
> tmcghee@halifax.k12.va.us
> 434-572-5119 Office
> 434-222-8636 Mobile
> =
> "It is no use saying, 'We are doing our best.' You have got to =
> succeed in doing what is necessary." -- Winston Churchill
> =
> =
> =
> =
> =
> Disclaimer: This e-mail communication and any attachments may contain =
> confidential and privileged information and is for use by the =
> designated addressee(s) named above only. If you are not the intended =
> addressee, you are hereby notified that you have received this =
> communication in error and that any use or reproduction of this email =
> or its contents is strictly prohibited and may be unlawful. If you =
> have received this communication in error, please notify us =
> immediately by replying to this message and deleting it from your =
> computer. Thank you.
> =
> ________________________________________
_______
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
> ________________________________________
_______
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
| |
| Jim McBurnett 2007-11-07, 1:11 am |
| Ryan,
How can we do this in 5.1 or 6?
Thanks,
Jim
-----Original Message-----
From: cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] On Behalf Of Ryan Ratliff
Sent: Tuesday, November 06, 2007 12:15 PM
To: Jason Aarons
Cc: cisco-voip@puck.nether.net; tmcghee@halifax.k12.va.us
Subject: Re: [cisco-voip] Tracking Down 911 Calls
Assuming you have CDRs enabled (on all your servers)...
select
datetimeorigination,origDeviceName,calli
ngPartyNumber,originalCalledPart
yNumber,finalCalledPartyNumber from CallDetailRecord where
finalcalledpartynumber like '%911'
This SQL query (run against the CDR db) will get you all calls made
that ended with 911. You can manipulate the search terms as
necessary to fit your dialplan. You can use http://
www.onlineconversion.com/unix_time.htm to convert the
dateTimeOrigination from unix time to a normal date/time.
-Ryan
On Nov 6, 2007, at 11:15 AM, Jason Aarons ((US)) wrote:
In CallManager 4.1, I had a SQL/ASP guru write a web page that showed
911 calls, also you could have a stored procedure send you
emails ,etc. None of this is cisco supported, but solved our problems.
Billing products like InforTel can also alert on 911 calls based on
CDR logs file, and IPSession has a solution for alerting on 911
calls, as well as CER.
From: cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-
bounces@puck.nether.net] On Behalf Of Terry McGhee
Sent: Monday, November 05, 2007 10:16 PM
To: cisco-voip@puck.nether.net
Subject: [cisco-voip] Tracking Down 911 Calls
Over the past 90 days one of our CCM installation sites has generated
more than 15 unintended 911 calls. (TAC call initiated and their
studying it)
In discussing this situation with the 911 call center their previous
historical experience in similar situations indicates that our cause
is probably a procedural/configuration problem rather than prank
calls. For example, we dial "9" for outside calls, and our geographic
location is adjacent to an area code that begins with 91X.
However, the installation is in a middle school and the principal
believes these are prank calls.
My question is, what tools are available to help us determine exactly
what's going on here. The number the 911 call center gets is always
the same main pilot number at the front switchboard. We have
confirmed that on one occasion, this did happen at the front
switchboard but, there are at least 14 more instances when we know
that particular phone did NOT make a 911 call.
Terry
R. Terry McGhee
Director of Technology, Halifax County Public Schools
Halifax VA 24558
tmcghee@halifax.k12.va.us
434-572-5119 Office
434-222-8636 Mobile
"It is no use saying, 'We are doing our best.' You have got to
succeed in doing what is necessary." -- Winston Churchill
Disclaimer: This e-mail communication and any attachments may contain
confidential and privileged information and is for use by the
designated addressee(s) named above only. If you are not the intended
addressee, you are hereby notified that you have received this
communication in error and that any use or reproduction of this email
or its contents is strictly prohibited and may be unlawful. If you
have received this communication in error, please notify us
immediately by replying to this message and deleting it from your
computer. Thank you.
________________________________________
_______
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
________________________________________
_______
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip
| |
| Wes Sisk 2007-11-07, 7:11 pm |
| ccmserviceability
tools CAR
search CDR
/Wes
On Tue, 2007-11-06 at 21:39 -0500, Jim McBurnett wrote:
> From:
> Jim McBurnett
> <jim@tgasolutions.com>
> To:
> Ryan Ratliff <rratliff@cisco.com>,
> Jason Aarons
> <jason.aarons@us.didata.com>
> Cc:
> cisco-voip@puck.nether.net
> <cisco-voip@puck.nether.net>,
> tmcghee@halifax.k12.va.us
> <tmcghee@halifax.k12.va.us>
> Subject:
> Re: [cisco-voip] Tracking Down 911
> Calls
> Date:
> Tue, 6 Nov 2007 21:39:50 -0500
>
>
> Ryan,
> How can we do this in 5.1 or 6?
> Thanks,
> Jim
>
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