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Casual Articles - 911 Misdials -- Programming Your PBX To Minimize
Two situations, two perfectly acceptable experiences, but in one case, an excitement about great service and in the other case, just OK.The LaptopI have a laptop which is under warranty - 5 working day turnaround they said when I rang them about a power problem. Efficient and effective they were too.So someone came to collect it the next day and, as they said, I got a call 5 working days later to say it would be delivered back, by courier, the next day. And by 10.32 am, it was. I enquired on the second call what had been found to be wrong, but the person on the other end didn't know, "There will be an engineers report in the box". And there was.The RestaurantMy wife went out for a meal with 14 others fro
Now the system has to decide whether you are dialing Emergency Services or a normal number. It decides this by waiting the 3 to 5 seconds after you dial the digits “911” to see if you are going to press any other key. If you wait, the call goes to the 911 Center. If you dial any other digit, the call proceeds as normal.
Of course, this does add 3 to 5 seconds to genuine 911 calls. This delay is usually acceptable and will help eliminate false calls but you mus
Have you ever noticed how some businesses seem to do extremely well, and go from strength to strength, whilst the majority just seem to muddle along?Since starting my own business I've met many small business owners and what I've noticed is that the vast majority of them seem to just about get by, but few reach the level of success that they're actually capable of. Some of them end up failing altogether, some lurch from project to project, and some do OK, but never really achieve the success or lifestyle they envisioned when they started their business.On the other hand, I know a handful of extremely successful service business owners, who are making high 6 and 7 figure incomes every year (and rising) - and yet they don't work longer hours
How does a 911 misdial happen? The most simple explanation is that typically people calling from a PBX will dial 9 for an outside line, 1 for long distance, look again to verify the number they are dialing and then dial 1 plus the number. The actual dial string then looks like this: 9+1+1++
Vince Foisy, Supervisor of Communications Systems for Rochester Hills Michigan, says that also many misdials are due to improperly dialed international long distance. For example, the country code for India is “91” and the city codes for Delhi and New Delhi are “11”. When someone doesn’t know how to or forgets to dial the international access code of “011” the actual dial string, again, is “911”. Mr. Foisy says that often in these cases, the person calling doesn’t speak English well enough to be understood so a Police Officer may be sent to assure there is no actual Emergency, or the 911 Center may have a contract with a Language Translation Service they connect the caller to that can communicate with the caller again to only find out there is not a problem, thus again tying up a 911 operator and costing the Centers for the translation service.
Businesses are obligated to ensure that in the event of a real Emergency the 911 call can get out. Often, to help eliminate most misdials, the PBX vendor will program the pbx to force the user to dial “9911”. This, of course, seems logical in that the user must dial a “9” for outside line access and then 911. But there is a major flaw in this logic. When in an emergency situation, the user will fall back to what they’ve been trained to do and that is to simply dial “911” without the extra 9. In this case the call will fail, increasing the already building panic of the situation. However, on the reverse side of this coin, if the use does dial “9911” and your PBX is not programmed for it, the call will also fail.
The result is that the PBX must be programmed to allow both “911” and “9911” calls. Of course this doesn’t help eliminate the false calls to Emergency Services.
As a Voice Communications Specialist, I recommend a possible solution to the problem. That is to use the “Digit Conflict Timer” already built within your PBX.
Most modern telephone systems have within them the ability to distinguish between conflicting numbers. For example, your telephone system has the ability to know the difference when you are dialing “1234” or “12345”. The system has to resolve between the two numbers dialed. This is accomplished using a digit conflict timer. In this case, when you dial “1234”, your PBX knows there is a conflict with “12345”. When the digit ‘4” is pressed, a timer kicks in. This timer causes the system to wait to see if you are going to dial the “5”. When this timer expires, the system then knows you intended to dial “1234” and not “12345”. This causes a 3 to 5 second delay (the delay is programmable) when calling the first number but goes through immediately for the second number since the conflict has been resolved when the “5” was pressed.
To use this feature to help eliminate 911 misdials, the programmer adds some additional lines of code to the ARS or LCR programming. Most telephone systems are programmed for dialing “9” plus eleven digits to follows. That is 9-1-
Now the system has to decide whether you are dialing Emergency Services or a normal number. It decides this by waiting the 3 to 5 seconds after you dial the digits “911” to see if you are going to press any other key. If you wait, the call goes to the 911 Center. If you dial any other digit, the call proceeds as normal.
Of course, this does add 3 to 5 seconds to genuine 911 calls. This delay is usually acceptable and will help eliminate false calls but you must
If you plan on using PR and publicity to increase your sales and expand your business, you will probably use press releases to get your story out to the media. However, many press releases that are released are never covered because the writer forgot one major point; objectivity.Journalists are trained to be objective and it is their job to exercise it at all times. When they find a news release that is not objective, they cannot use it without radically changing the entire release. They will not do this, in most cases, and will simply discard the release.If you want to be covered by the media and reap the rewards it offers, you must learn how to be objective about your product or service. With this in mind, entrepreneurs live their bu
Vince Foisy, Supervisor of Communications Systems for Rochester Hills Michigan, says that also many misdials are due to improperly dialed international long distance. For example, the country code for India is “91” and the city codes for Delhi and New Delhi are “11”. When someone doesn’t know how to or forgets to dial the international access code of “011” the actual dial string, again, is “911”. Mr. Foisy says that often in these cases, the person calling doesn’t speak English well enough to be understood so a Police Officer may be sent to assure there is no actual Emergency, or the 911 Center may have a contract with a Language Translation Service they connect the caller to that can communicate with the caller again to only find out there is not a problem, thus again tying up a 911 operator and costing the Centers for the translation service.
Businesses are obligated to ensure that in the event of a real Emergency the 911 call can get out. Often, to help eliminate most misdials, the PBX vendor will program the pbx to force the user to dial “9911”. This, of course, seems logical in that the user must dial a “9” for outside line access and then 911. But there is a major flaw in this logic. When in an emergency situation, the user will fall back to what they’ve been trained to do and that is to simply dial “911” without the extra 9. In this case the call will fail, increasing the already building panic of the situation. However, on the reverse side of this coin, if the use does dial “9911” and your PBX is not programmed for it, the call will also fail.
The result is that the PBX must be programmed to allow both “911” and “9911” calls. Of course this doesn’t help eliminate the false calls to Emergency Services.
As a Voice Communications Specialist, I recommend a possible solution to the problem. That is to use the “Digit Conflict Timer” already built within your PBX.
Most modern telephone systems have within them the ability to distinguish between conflicting numbers. For example, your telephone system has the ability to know the difference when you are dialing “1234” or “12345”. The system has to resolve between the two numbers dialed. This is accomplished using a digit conflict timer. In this case, when you dial “1234”, your PBX knows there is a conflict with “12345”. When the digit ‘4” is pressed, a timer kicks in. This timer causes the system to wait to see if you are going to dial the “5”. When this timer expires, the system then knows you intended to dial “1234” and not “12345”. This causes a 3 to 5 second delay (the delay is programmable) when calling the first number but goes through immediately for the second number since the conflict has been resolved when the “5” was pressed.
To use this feature to help eliminate 911 misdials, the programmer adds some additional lines of code to the ARS or LCR programming. Most telephone systems are programmed for dialing “9” plus eleven digits to follows. That is 9-1-
Now the system has to decide whether you are dialing Emergency Services or a normal number. It decides this by waiting the 3 to 5 seconds after you dial the digits “911” to see if you are going to press any other key. If you wait, the call goes to the 911 Center. If you dial any other digit, the call proceeds as normal.
Of course, this does add 3 to 5 seconds to genuine 911 calls. This delay is usually acceptable and will help eliminate false calls but you mus
Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. They are foundational to success.But, let’s face it we all occasionally make misteaks (misspelling intentional) and, even in the best of companies, anger a loyal customer. If we are lucky, we have built up enough “satisfaction-equity” with miffed customers that they will take the time and effort to complain, giving us the opportunity to correct the situation instead of them just silently defecting to the competition.It makes no difference if the complaint is justified or not (customers make misteaks also!), but when a customer compl
Businesses are obligated to ensure that in the event of a real Emergency the 911 call can get out. Often, to help eliminate most misdials, the PBX vendor will program the pbx to force the user to dial “9911”. This, of course, seems logical in that the user must dial a “9” for outside line access and then 911. But there is a major flaw in this logic. When in an emergency situation, the user will fall back to what they’ve been trained to do and that is to simply dial “911” without the extra 9. In this case the call will fail, increasing the already building panic of the situation. However, on the reverse side of this coin, if the use does dial “9911” and your PBX is not programmed for it, the call will also fail.
The result is that the PBX must be programmed to allow both “911” and “9911” calls. Of course this doesn’t help eliminate the false calls to Emergency Services.
As a Voice Communications Specialist, I recommend a possible solution to the problem. That is to use the “Digit Conflict Timer” already built within your PBX.
Most modern telephone systems have within them the ability to distinguish between conflicting numbers. For example, your telephone system has the ability to know the difference when you are dialing “1234” or “12345”. The system has to resolve between the two numbers dialed. This is accomplished using a digit conflict timer. In this case, when you dial “1234”, your PBX knows there is a conflict with “12345”. When the digit ‘4” is pressed, a timer kicks in. This timer causes the system to wait to see if you are going to dial the “5”. When this timer expires, the system then knows you intended to dial “1234” and not “12345”. This causes a 3 to 5 second delay (the delay is programmable) when calling the first number but goes through immediately for the second number since the conflict has been resolved when the “5” was pressed.
To use this feature to help eliminate 911 misdials, the programmer adds some additional lines of code to the ARS or LCR programming. Most telephone systems are programmed for dialing “9” plus eleven digits to follows. That is 9-1-
Now the system has to decide whether you are dialing Emergency Services or a normal number. It decides this by waiting the 3 to 5 seconds after you dial the digits “911” to see if you are going to press any other key. If you wait, the call goes to the 911 Center. If you dial any other digit, the call proceeds as normal.
Of course, this does add 3 to 5 seconds to genuine 911 calls. This delay is usually acceptable and will help eliminate false calls but you mus
We are all out here trying to grow our businesses, right? So can you really afford not to know what might be destroying your business? This is number six of the trends that could be making your business fail. It is a triple threat. This trend is; not doing PR, not knowing the five items that the press hates, and not knowing the five items the press loves.Action is the key to success and growth of your business. So if this is true then it should be true that you are already doing the things you need to market your business and help it grow. But one of the vital processes people are missing when they are marketing is to focus on PR. Public relations (PR) is a imperative way of getting known as an expert and for people to know who you are. So the fi
As a Voice Communications Specialist, I recommend a possible solution to the problem. That is to use the “Digit Conflict Timer” already built within your PBX.
Most modern telephone systems have within them the ability to distinguish between conflicting numbers. For example, your telephone system has the ability to know the difference when you are dialing “1234” or “12345”. The system has to resolve between the two numbers dialed. This is accomplished using a digit conflict timer. In this case, when you dial “1234”, your PBX knows there is a conflict with “12345”. When the digit ‘4” is pressed, a timer kicks in. This timer causes the system to wait to see if you are going to dial the “5”. When this timer expires, the system then knows you intended to dial “1234” and not “12345”. This causes a 3 to 5 second delay (the delay is programmable) when calling the first number but goes through immediately for the second number since the conflict has been resolved when the “5” was pressed.
To use this feature to help eliminate 911 misdials, the programmer adds some additional lines of code to the ARS or LCR programming. Most telephone systems are programmed for dialing “9” plus eleven digits to follows. That is 9-1-
Now the system has to decide whether you are dialing Emergency Services or a normal number. It decides this by waiting the 3 to 5 seconds after you dial the digits “911” to see if you are going to press any other key. If you wait, the call goes to the 911 Center. If you dial any other digit, the call proceeds as normal.
Of course, this does add 3 to 5 seconds to genuine 911 calls. This delay is usually acceptable and will help eliminate false calls but you mus
One always expects to really splurge on premium products and services. After all, high-quality products don’t come by easily and come cheap. Like genuine articles, these things come at a hefty price tag for every little detail is crafted out of craftsmanship.There will always be the equivalent of a Ferrari for every product or service. Printing is no exception. But printing does not necessarily mean that you have to spend lots of money for a good, quality print.Quality, cheap printing is available. It is even more common than you would have thought and does not occur for a limited time only. You can easily avail of cheap printing if you know what to look for. And even though there are numerous printers competing with low, low prices, just
Now the system has to decide whether you are dialing Emergency Services or a normal number. It decides this by waiting the 3 to 5 seconds after you dial the digits “911” to see if you are going to press any other key. If you wait, the call goes to the 911 Center. If you dial any other digit, the call proceeds as normal.
Of course, this does add 3 to 5 seconds to genuine 911 calls. This delay is usually acceptable and will help eliminate false calls but you must evaluate your specific situation. To a person in need a 3 second delay can seem like minutes but in most cases this delay is reasonable.
The bottom line is if your receptionist is getting call backs from a 911 operator advising they received a hang up, get with your business phone vendor and assure they have set up your system to take into account the possible misdials, and make sure your staff understands that they need to stay on the line, and not hang up even if it was an accidental misdial to 911, they need to advise the 911 operator that is was just a simple dialing error. And YES there also is software/hardware that can be integrated into your business phone system that will specify to 911 the exact location of the phone in you building, or complex! See your pbx vendor for details.
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