Month: November 2016

Telemarketing Calls Invade 9-1-1

Vector icons set call center avatars in a flat style

 

Call Taker:  9-1-1, what is the location of your emergency?

Caller: Hello! how are you?

The caller then breaks into a sales pitch for:

  • Dental Insurance
  • Priceline
  • Hilton Resorts
  • Marriott Resorts
  • Orlando Theme Parks
  • Cancun resorts
  • Travel Dollars

and many more….. The telemarketers did not understand that their Robo-Dialer had routed their call to 9-1-1. This specific issue began in South Florida in September and is still in the process of being resolved.

Wall Street Journal Article

HOW IS THIS POSSIBLE?

If you work in a 9-1-1 Center you know the term pANI.

When a wireless caller dials 9-1-1, the system inserts a fake or “pseudo’ phone number (automatic number identifier or ANI) into the 9-1-1 call flow while the wireless callers real phone number is being identified. This pANI is sent, along with the audio, to the PSAP and presented on the call takers screen.

If you look at a cell tower, there are normally three sides or sectors and each sector has a group of these ‘fake’ or ‘pseudo’ numbers associated with it.

By design, you should not be able to directly dial these ‘fake’ phone numbers- Example below-

pani

What we now understand is that one of the major wireless carriers utilized phone numbers that can be dialed directly in their 9-1-1 configuration.

SO- A telemarketing company loaded a series of sequential phone numbers into their dialer, and the fake or pANI phone numbers were included. Because the wireless carrier had these numbers configured wrong, the robo caller dialed the number and directly connected their telemarketer to 9-1-1.

It took a lot of research and time to identify the root cause. Tremendous frustration on the part of 9-1-1 call takers who endured this issue for weeks.

Eventually the root cause was identified and the wireless carrier began making the appropriate configuration changes (requesting non-dialable numbers to be used as the pANI)  throughout their network.

Now- if we actually had Geospatial routing, the need for the pANI would go away…