Can't call 911 ...
Can't call 911 ...
(OP)
Hi everybody:
We had a motor vehicle accident in front of our building last week, which prompted us to call 911 for emergency assistance. To my surprise, the call wouldn't go through, so I had to use a cell phone. I started digging to see if this is a problem with the UCx or a problem with the CO.
When we dial calls, we usually see "ringing" as the call is being sent to the CO, and after that happens, the text changes to "online".
When I dial 911, I get the "ringing" text, and as soon as it says "online" a voice (which I don't think is from the UCx) comes on and says, "We're sorry, your call did not go through. Please try your call again."
I'm including snapshots of our outdial pattern and our dialplan pattern setups so you can see them. They look fine to me. Any thoughts?

We had a motor vehicle accident in front of our building last week, which prompted us to call 911 for emergency assistance. To my surprise, the call wouldn't go through, so I had to use a cell phone. I started digging to see if this is a problem with the UCx or a problem with the CO.
When we dial calls, we usually see "ringing" as the call is being sent to the CO, and after that happens, the text changes to "online".
When I dial 911, I get the "ringing" text, and as soon as it says "online" a voice (which I don't think is from the UCx) comes on and says, "We're sorry, your call did not go through. Please try your call again."
I'm including snapshots of our outdial pattern and our dialplan pattern setups so you can see them. They look fine to me. Any thoughts?


RE: Can't call 911 ...
RE: Can't call 911 ...
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RE: Can't call 911 ...
This is from the voip.ms portal, "When an emergency (911) call is placed over our VoIP network, the physical address you will enter at the time of e911 registration for a specific DID will be passed along to your local PSAP providing the dispatcher with the exact location help is required.
Use of our 911 Service costs a recovery setup fee of $ 1.50 on activation and a regulatory recovery fee of $ 1.50 per DID number activated per month. We do not make a cent on this charge, it is simply what we must pay to provide you with this service.
You are not required to enable this feature. However, you will not be able to dial 911 from your Voip.ms account unless you have activated this service."
I can't answer for other SIP Trunk providers, but this is something you might want to check if you are using SIP Trunks.
Just thought ....Have a blessed day!
www.ucidirect.com
Stocking Distributor for E-Metrotel
RE: Can't call 911 ...
RE: Can't call 911 ...
www.ucidirect.com
Stocking Distributor for E-Metrotel
RE: Can't call 911 ...
RE: Can't call 911 ...
2 questions, 1st one for UCX techs maybe.
Does that mean 911 grabbed Route 17?
And if so does Route 17 have access to the trunks?
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RE: Can't call 911 ...
[2015-04-13 14:15:55] VERBOSE[11882][C-00000b40] app_dial.c: -- Called SIP/LINE2-608249xxxx/911
[2015-04-13 14:15:56] VERBOSE[11882][C-00000b40] app_dial.c: -- SIP/LINE2-608249xxxx-0000070b is ringing
[2015-04-13 14:16:12] VERBOSE[11882][C-00000b40] app_dial.c: -- SIP/LINE2-608249xxxx-0000070b answered UCX/222@222-0
the call was ringing for 16 seconds on line 2 before it was answered.
What does trunk and route configuration have for outbound caller id?
1602824xxx was sent as the caller id to the provider.
Not sure if Comcast requires the digit 1 in your outgoing caller id
15:55] VERBOSE[11882][C-00000b40] pbx.c: -- Executing [s@macro-outbound-callerid:8] Set("UCX/222@222-0", "TRUNKOUTCID=1608249xxxx") in new stack
RE: Can't call 911 ...
ROUTE_ID=17 means that the digits 911 matched a rule in an outbound route with ID 17
DIAL_TRUNK=3 means that there is a trunk with ID 3 used by that route
Dial("UCX/222@222-0", "SIP/LINE2-608249xxxx/911,300,tT") means that a SIP trunk with the name LINE2 was used for the outbound call from 222 to 911 (at 14:15:55)
SIP/LINE2-608249xxxx-0000070b answered UCX/222@222-0 means the call was answered by the far end (at 14:16:12)
Executing [s@macro-hangupcall:1] GotoIf("UCX/222@222-26", "1?theend") means the call was terminated by the extension 222 (at 14:16:30)
In short, the call went out over LINE2 SIP trunk, was ringing from 14:15:55 to 14:16:12, was active 18 seconds after that and finally the user of 222 hung up.
RE: Can't call 911 ...
www.ucidirect.com
Stocking Distributor for E-Metrotel
RE: Can't call 911 ...
RE: Can't call 911 ...
www.ucidirect.com
Stocking Distributor for E-Metrotel
RE: Can't call 911 ...
________________________________________

We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.
=----(((((((((()----=
www.curlycord.com
Toronto Canada
www.telcopc.ca
RE: Can't call 911 ...
RE: Can't call 911 ...
When I call 411 and 611, the set goes from dialing to ringing to online VERY quickly.
When I call 911, I don't get the word "dialing" at all. All I get is "ringing", and it stays that way for about three to four rings. When it changes to "online", that's when I get the recording that the call did not go through. I'm wondering if it's a setting in the Grandstream perhaps?
Thanks everybody for the continued help!
RE: Can't call 911 ...
"Example of a simple dial plan used in a Home/Office in the US:
{ ^1900x. | <=1617>[2-9]xxxxxx | 1[2-9]xx[2-9]xxxxxx | 011[2-9]x. | [3469]11 }
Explanation of example rule (reading from left to right):
• ^1900x. - prevents dialing any number started with 1900
•<=1617>[2-9]xxxxxx -allowsdialingtolocalareacode(617)numbersbydialing7 numbers and 1617 area code will be added automatically
• 1[2-9]xx[2-9]xxxxxx |- allows dialing to any US/Canada Number with 11 digits length
• 011[2-9]x. - allows international calls starting with 011
[3469]11 - allow dialing special and emergency numbers 311, 411, 611 and 911"
I don't use the Dialing Patterns in the phone. Is it possible to move the 911 pattern to the top of the list in both locations?
RE: Can't call 911 ...
Is it possible you dialed destination code 9 it then grabbed a trunk then it dialed 11?
So instead if you dial 9911 it works?
If so you then need to play with the dialing table.
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We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.
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www.curlycord.com
Toronto Canada
www.telcopc.ca
RE: Can't call 911 ...
All of my other X11 numbers work:
411 to directory assistance
511 to the WI Department of Transportation
611 to phone company repair
811 to Digger's Hotline
It's gotta be something with that 9 digit. But the recording I receive "we're sorry, your call did not go through," ... it's not the "UCx lady" voice that would make me think it's something with the UCx. I don't know if this is a carrier recording or some other recording.
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Perhaps this piece of info might help. When we dial calls on our phones, it seems that there's always a sync issue between the UCx and the digital gateway. For example, when we dial a 7-digit phone number, the display will say "ringing". When (I'm assuming) the number is passed to the trunk, it then says "online". Sometimes we'll dial the number, hear ringing, then here a digit or two (which I'm assuming are the last few digits being passed to the trunk), and then we hear ringing again.
I'm still wondering if it has something to do with that 9. When I dialed the other X11 numbers, I could hear all three digits passed to the trunk. I went to dial plans under the Grandstream, and everything looks OK here. I have {x+} listed in the PSTN outgoing dial plan. According to the instructions, that's the default, so that seems to be OK.
Would anyone have any more light they can shed on the subject? This is kind of important to get working, so I'm hoping we can put our brains together and figure this stumper out! Thanks again for all the help thus far.
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RE: Can't call 911 ...
It's running: Program--1.3.4.13 Loader--1.1.3.4 Boot--1.1.3.2
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Are you using 1 stage or 2 stage dialing? Try putting the dial plan back to default
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In the gs config Go to FXO Lines -> Channel Dialing to PSTN
configuration options
1. Wait for Dial Tone (Y?N): ch1-8:N; Default=N Leave at default
2. Stage Method (1/2): ch1-8:2; Default=2 (2 stage dialing) change to 1 for 1 stage dialing
3. Min Delay Before Dialing Out: ch1-8:500; Default=500 ms change to 1000ms might need to go higher
click update (Power cycle the gateway when done making all changes)
Try that while I'm trying to find dial plan options
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1. No waiting for dial tone. (was already set to no)
2. Stage method is 1-stage dialing (was already set that way)
3. Min delay before dialing out was 500, I changed to 1000.
Making that change from 500 - 1000 caused that shadow dialing to go away. Now I'm just hearing plain ringing, not a trail of dialing digits and ringing like we had before. So that was a help!
I had our phone guy here this morning, and I had him clamp on to one of our POTS lines with his test set so he could listen in on what was being passed to the trunk. We tried 411, 511, 611 and 811. He heard all of the tones, and the calls connected as expected. The display on our Nortel IP phone cycled through: dialing, ringing and online.
When we tried 911, thee were no digits heard - not one of them. The phone display cycles through dialing and ringing, but it never goes to online. I'm not sure where the problem lies - if it's the UCx not passing the digits to the Grandstream, or the Grandstream not passing the digits to the PSTN. Still stumped. :/
RE: Can't call 911 ...
222 is the test phone based on the previous log
1. under extensions settings for 222 insure that AsteriskDial options = tTr
2. edit nortel properties and remove all Dial Plan Patterns
3. on the trunk that access the gs gateway remove all Dialed Number Manipulation Rules
4. on the outbound route that access the trunk use only the following Dial Patterns That Will Use This Route
(blank) + blank | N11 / blank
(blank) + blank | 1NXXNXXXXXX / blank
(blank) + blank | NXXXXXX / blank
5. check the gw has {X+} for field #1 (PSTN outgoing call dial plan) under Call Routing / Dial Plan (1 stage dialing only)
make test calls
post logs
RE: Can't call 911 ...
#1 above:
#2 above:
#3 above:
#4 above:
#5 above:
Still no luck, so I'm posting the new log file:
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in trunks what is the Outbound CID
in extensions what is the Outbound CID
can you post logs for a call to 611 or 411
RE: Can't call 911 ...
in trunks, the outbound caller id is 1608249xxxx
in extensions, for extension 222, the outbound cid is blank.
here is a log entry of a test call to 611 (which was successful:
RE: Can't call 911 ...
looking over the call logs I don't see anything different between the 911 failure and the 611 success
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PBX looks like it is doing what is supposed to.
I don't know if the gateway has any type of logs.
Can try to upgrade the firmware. Release notes don't mention anything that might be related to your problem. Mixed reviews about upgrading.
Might try opening a ticket with Grand Stream Support.
RE: Can't call 911 ...
I found a phone number that would get me to our county's 911 center. it's the number for municipalities and outlying areas that need to call into the county's 911 center. is there a way that I could program the UCx that if a user were to dial 911, the UCx would see that input and send a different phone number out on the trunk - kind of like a mask? not sure if that's possible or not.
thanks for ALL of the help - i'm grateful to everyone for taking the time to help me with this. will keep updating and let you know what I find out.
RE: Can't call 911 ...
create a ring group 911
give a description
put the phone number of the county 911 followed by # in the extension list
set no answer destination to congestion
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2. edit nortel properties and remove all Dial Plan Patterns
did you remove it from General Nortel Setting & also under Nortel Settings for the actual Extension?
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Should I remove all of these?
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I always leave it a default .T
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Was the gateway was rebooted or power cycled after changing the configuration?
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Thanks to EVERYONE who helped troubleshoot - I'm grateful! :)
RE: Can't call 911 ...
________________________________________

We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.
=----(((((((((()----=
www.curlycord.com
Toronto Canada
www.telcopc.ca