Mitel 3300 Auto Attendant Allowed 911 Call 2

[CalicoJack]

The cops came rolling up to the office. They said that a customer was on the phone with someone at my company, heard an alarm in the background, hung up the phone and dialed 911.... on our behalf. Before you continue the strange look caused by that last sentence, bear in mind, mine was twisted in a much more contorted state as I heard it from the police.

Without going into the ridiculous conversation that occured moments after the complaint, I did find an issue with the PBX. I dialed my main number from an outside line, and when I heard the recorded voice say, "if you know your party's extension, you may dial it at any time" I proceeded to dial 911 just as the customer did for us. Sure enough, our local dispatcher asked me what emergency I had. I said my phone system is messed up and I need an ambulance to haul me away.

Since that discovery, I have unsuccesfully looked everywhere in the PBX to configure the system to keep this from happening going forward. The voicemail extensions have the same COR as all the other extensions. However, that means they can dial 911. Which is exactly what happened. The 911 call came from one of the 20 voicemail extensions in the system. The menu properties for the Main Auto Attendant Menu has a "Maximum DTMF length" of "5" because we use 5 digit dialing. However, menu option for "9" is set to restart the Main Auto Attendant menu. But because of the DTMF length, 911 is accepted as an extension to dial.

There must be something really simple I am overlooking or extremely complicated that is beyond my expertise. If anyone has an idea, I would be very appreciative.

Thanks,

Jack

 

[kwbMitel]

In the voicemail options block extensions that begin with 9

Additionally, you should toll restrict your ports unless you want to be hacked.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[CalicoJack]

Great info! I'll be honest, I don't know exactly how to do what you suggested, but it gives me a place to start researching! Thank you very much! I will post my success or failure accordingly.

-Jack

 

[LoopyLou]

You answered part yourself in you said the ports have the same COR as the phones. Give them a COR that doesn't allow them to dial the route your have setup to dial 911 ( no digits to follow ).

In VM Options note the line regarding "restrict numbers that begin with" under the Auto-Attendant Transfer section.

VM Options


System Notification
Send Notification Calls True
Digital Pager Callback Number 555*1212

Auto-Attendant Transfer
Allow Transfer To Any Number False
Restrict Numbers that Begin with e.g. (6,8,9)
Enable Supervised Transfer False
Transfer Ringback Timeout 17



I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[CalicoJack]

My voicemail system is a Nupoint Unified Messaging 14.2.2.15.01

My Mitel doesnt have the Voicemail options such as the ones that were posted here.

I think I have to figure out the relationship the CORs have with the ARS Routes to fix this. I have 20 voicemail ports. If I could create a COR that only allowed internal 5 digit dialing, I may be able fix it by assigning those 20 ports the new COR that is super restrictive. However, I may break our Customer Service AA in the process because there are a few options there that call external vendors that support our products. I guess I could create speed dial entries for those external numbers, and point the Cust Serv AA to the 5 digit speed dials. I am cautios about breaking other things I already have in place by trying to fix this issue.

I did test that I could not dial an external number fromt he Auto Attendant, because after 5 digits it stops dialing since the DTMF is set to 5. Unfortunately, 911 is three digits and there is no restriction keeping that call from happening.

 

[kwbMitel]

[Rant mode on]
One would think that with all of the details you provided in the original post you would think that the type of voicemail was important. Sigh
[rant mode off]

Now that we know it is a Nupoint, what level is transfering the call? Call Flow/ Nupoint Receptionist/Other


**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

Point #1:
The Nupoint has in its line group programming the ability to define the numbers that can be dialed towards the PBX. In this case you would want to stop callers from dialing 9 plus anything s a means of cutting off these 911 calls as well as the possibility of toll fraud. The section you want to change is the PBX dial plan for the line group ( I think ).

PBX Dialing Plans define what can be dialed thourgh the auto attendant. It is intended for dialing internal numbers in most cases but you can allow external.

Example 2: if your dial string is 0,4,3,3,3,3,A,V,10, it is interpreted as follows:

1, Directory Numbers (DNs) starting with a 1 are not valid
2, directory numbers starting with a 2 are 4 digits long (For example, 2123 is valid. 212 is not ).
3-6 directory numbers starting with numbers 3, 4 , 5 or 6 are 3 digits long
7 is for dial by name ( A )
8 DNs starting with 8 can be any length ( Variable ).
9 directory numbers starting with a 9 can be 10 digits long. This would allow callers to dial 10 digit numbers through the auto attendant.

In your case you need to examine the receptionist programming for you line groups and check what is set under PBX dial plans. You must have something in the 9 postion other then 0.

Point #2:
Creating speed dials for the customer service AA would be also a good thing as it gives you an additional level of control over what gets dialled. If you don't want to use speed dial then define the numbers that need to be dialed in ARS ( the complete number ) and allow the COR assigned to the voicemail ports access to those ARS routes only.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[CalicoJack]

First of all, Thank You Very Much for the detailed response!

We utilize 5 digit dialing throughout our system. The are 3xxxx, 5xxxx, 6xxxx, 7xxxx, and 8xxxx

Looking at the offline configuration below, I see a "Dial Plan" that states [5,5,5,5,5,5,5,5,a]. Using your information you stated, I comprehend this dial plan as follows:

1, DNs starting with a 1 are 5 digits long
2, DNs starting with a 2 are 5 digits long
3, DNs starting with a 3 are 5 digits long
4, DNs starting with a 4 are 5 digits long
5, DNs starting with a 5 are 5 digits long
6, DNs starting with a 6 are 5 digits long
7, DNs starting with a 7 are 5 digits long
8, DNs starting with a 8 are 5 digits long
9, is for dial by name (a)

There is also a "PBX DIAL PLAN" that reads [3,3,3,3,3,3,3,3,3]

Since the value for "9" on the previously stated dial plan is an "a" for dial by name, does the "3" in the 9th position on the PBX DIAL PLAN allow the 911 calls to go through?

Can you look through the configuration below with me to determine if change the 9 position to a "0" is all I need to do?

Again, thank you for taking time to educate me on this problem!

- Jack
___________________________________________________________________________________________________________________________________________
Group #1: "XXXXX"
Module 1: Lines 0:0 0:1 0:2 0:3 0:4 0:5 0:6 0:7 0:8 0:9 0:10 0:11 0:12
0:13 0:14 0:15 0:16 0:17 0:18 0:19
Voice Recognition Conn: <none>
Application = [NUPOINT VOICE]
NP Call Director Interface
Dial plan = [5,5,5,5,5,5,5,5,a]
Administrator mbox # = [998]
General Greeting mbox # = []
Attendant mbox # = [999]
Transfer Call Box # = []
Wait Prompt = [Y]
Caller multiple messages enabled = [Y]
KEY_0 for attendant transfer during greeting = [Y]
Disconnect string = []
Pre-company name string = []
Pre-mailbox greeting string = []
Passcode Length Min = [4], Max = [10], Language = [English]
"6" Key Operator Transfer Dial String = []
"6" Key Operator Transfer pre-Dial String = []
Start of day = [08:00 AM], End of day = [05:00 PM], Days of Week = [DDDDDNN]
Passcode trip count = [5], Passcode trip period = [24]
Dial-by-name: Last First = [Y], Match Threshold = [3], Exact = [Y]
Suppress Number = [N], Single Digit Access = [N]
Delay Before Answer = [50]
E-mail Transfer String = []
Allow Dial an Extension for callers = [Y], users = [Y]
Analog Networking: Call Setup timeout = [6]
International Access Code = [], Country code = []
Area/City code = [], 1plus dialing = []
Area/City code is dialed with Local Telephone Number = [N]
Telephone number = [], Loop-back Test Mailbox = []
Name Greet Quality = [0], Message Quality = [0]
Pre-DN = [S+], Post-DN = [+], Connect = [], Serial = [S+]
Return = [S+], Return call reject = [++], Reorder Action = [0H]
PBX dial plan = [3,3,3,3,3,3,3,3,3]
Offsets = [0,0,0,0,0,0,0,0,0]
Deleted digits = [0,0,0,0,0,0,0,0,0]
Timeout for receipt of first DTMF digit (.1 seconds) = [0]
Greet/Name = [G], PBX console operation = [N]
Day operator = [0H], Night operator = [0H]
Attendant extension = [0]
TDD - Dialtone detect time = [0]
TDD - Minimum Dialtone Detect Power = [0]
TDD - Play delay after DTMF detect = [0]







TCP/IP System Wide Host Configuration
-------------------------------------

Domain name: XXXX

H C M S
o a o l N
s r d o e
t d e t t IP Address Host Name
-----------------------------------------------------------------------------------------------------
1 1 P 0 1 XXXX XXXX


SmartHost :



ICP # 1
----------
3300 ICP Name: XXXX.
3300 ICP IP Address: XXXX
Set Registration Code: **1 Set Replacement Code: **2

HCI Reroute Hunt Group Number: 29999
Number of extensions configured: 20
Module Number Channel Number Extension.
1 0 61060
1 1 61061
1 2 61062
1 3 61063
1 4 61064
1 5 61065
1 6 61066
1 7 61067
1 8 61068
1 9 61069
1 10 61070
1 11 61071
1 12 61072
1 13 61073
1 14 61074
1 15 61075
1 16 61076
1 17 61077
1 18 61078
1 19 61079


ICP # 2
----------
3300 ICP Name: .
3300 ICP IP Address:
Set Registration Code: Set Replacement Code:

HCI Reroute Hunt Group Number:
There are no channels assigned.


ICP # 3
----------
3300 ICP Name: .
3300 ICP IP Address:
Set Registration Code: Set Replacement Code:

HCI Reroute Hunt Group Number:
There are no channels assigned.


ICP # 4
----------
3300 ICP Name: .
3300 ICP IP Address:
Set Registration Code: Set Replacement Code:

HCI Reroute Hunt Group Number:
There are no channels assigned.
There are no ports assigned for the PIMG/TIMG 1.
There are no ports assigned for the PIMG/TIMG 2.
There are no ports assigned for the PIMG/TIMG 3.
There are no ports assigned for the PIMG/TIMG 4.
There are no ports assigned for the PIMG/TIMG 5.
There are no ports assigned for the PIMG/TIMG 6.
There are no ports assigned for the PIMG/TIMG 7.
There are no ports assigned for the PIMG/TIMG 8.
There are no ports assigned for the PIMG/TIMG 9.
There are no ports assigned for the PIMG/TIMG 10.
There are no ports assigned for the PIMG/TIMG 11.
There are no ports assigned for the PIMG/TIMG 12.
There are no ports assigned for the PIMG/TIMG 13.
There are no ports assigned for the PIMG/TIMG 14.
There are no ports assigned for the PIMG/TIMG 15.
There are no ports assigned for the PIMG/TIMG 16.
There are no ports assigned for the PIMG/TIMG 17.
There are no ports assigned for the PIMG/TIMG 18.
There are no ports assigned for the PIMG/TIMG 19.
There are no ports assigned for the PIMG/TIMG 20.
There are no ports assigned for the PIMG/TIMG 21.
There are no ports assigned for the PIMG/TIMG 22.
There are no ports assigned for the PIMG/TIMG 23.
There are no ports assigned for the PIMG/TIMG 24.
There are no ports assigned for the PIMG/TIMG 25.
There are no ports assigned for the PIMG/TIMG 26.
There are no ports assigned for the PIMG/TIMG 27.
There are no ports assigned for the PIMG/TIMG 28.
There are no ports assigned for the PIMG/TIMG 29.
There are no ports assigned for the PIMG/TIMG 30.

The following optional features are enabled:
Configurable Data link
Configurable Message Waiting
NP Receptionist
Enhanced In-band
Unified TCP/IP
NP PWG View
NP Call Director
Caller Line Id user interface
NP Config Server
NP Admin Server
LAN Backup
UM-SMTP
UM-WebView
Record A Call
IP Integration

Prompt Language Configuration:
English

END
END

 

[CalicoJack]

UPDATE:

I began to update the offline configuration, when the system asked if I wanted to copy the online configuration offline before I begin working on the new one. I just looked at it and the dial plan is different! There is a 5 in position 9 on the dial plan! Very odd.

I changed position 9 to "0" and all is well!!!

Thanks LoopyLou!!!
________________________________


Group #1: "XXXX"
Module 1: Lines 0:0 0:1 0:2 0:3 0:4 0:5 0:6 0:7 0:8 0:9 0:10 0:11 0:12
0:13 0:14 0:15 0:16 0:17 0:18 0:19
Voice Recognition Conn: <none>
Application = [NUPOINT VOICE]
NP Call Director Interface
Dial plan = [5,5,5,5,5,5,5,5,5]
Administrator mbox # = [998]
General Greeting mbox # = []
Attendant mbox # = [999]
Transfer Call Box # = []
Wait Prompt = [Y]
Caller multiple messages enabled = [Y]
KEY_0 for attendant transfer during greeting = [Y]
Disconnect string = []
Pre-company name string = []
Pre-mailbox greeting string = []
Passcode Length Min = [4], Max = [10], Language = [English]
"6" Key Operator Transfer Dial String = []
"6" Key Operator Transfer pre-Dial String = []
Start of day = [08:00 AM], End of day = [05:00 PM], Days of Week = [DDDDDNN]
Passcode trip count = [5], Passcode trip period = [24]
Dial-by-name: Last First = [Y], Match Threshold = [3], Exact = [Y]
Suppress Number = [N], Single Digit Access = [N]
Delay Before Answer = [50]
E-mail Transfer String = []
Allow Dial an Extension for callers = [Y], users = [Y]
Analog Networking: Call Setup timeout = [6]
International Access Code = [], Country code = []
Area/City code = [], 1plus dialing = []
Area/City code is dialed with Local Telephone Number = [N]
Telephone number = [], Loop-back Test Mailbox = []
Name Greet Quality = [0], Message Quality = [0]
Pre-DN = [S+], Post-DN = [+], Connect = [], Serial = [S+]
Return = [S+], Return call reject = [++], Reorder Action = [0H]
PBX dial plan = [3,3,3,3,3,3,3,3,3]
Offsets = [0,0,0,0,0,0,0,0,0]
Deleted digits = [0,0,0,0,0,0,0,0,0]
Timeout for receipt of first DTMF digit (.1 seconds) = [0]
Greet/Name = [G], PBX console operation = [N]
Day operator = [0H], Night operator = [0H]
Attendant extension = [0]
TDD - Dialtone detect time = [0]
TDD - Minimum Dialtone Detect Power = [0]
TDD - Play delay after DTMF detect = [0]

 

[kwbMitel]

you may have issues accessing mailbox 998 or 999 now

**********************************************
What's most important is that you realise ... There is no spoon.

 

[CalicoJack]

kwbMitel, you are absoultely correct! I can change the value back to 3 or 5, but the 911 issue returns. So how do I block extensions that start with 9 and still maintain the admin and attendant mailboxes? I guess I could change the mailboxes to 99 and 98 and put a value of 3 there. But if thats the case, why does no one else have this problem?

 

[kwbMitel]

I am assuming at this point that you are using Call Manager Call flows for the tranferred call.

I would also assume that this issue does exist elsewhere but no one has had the need to test it as you did.

You could modify the System Admin Mailboxes to be 5 digits instead of 3 and that would solve your issue.

Do not delete the mailboxes to change them. Access the text based Nupoint menus and use the Modify Mailbox option to change the mailbox to a new number. The mailbox number can only be changed via the text based console. The text based console is accessed via the Main Linux Console.

**********************************************
What's most important is that you realise ... There is no spoon.