As you may be aware, we will receive notifications from West Safety services when a call is routed to emergency services but the number passed is not provisioned in the database.
There are 2 possible scenarios in which this could occur.
1) The calling line ID number is not/did not get provisioned to the 911 database.
2) An external party was redirected in such a manner that our platform routed to emergency services.
Each instance of a notification must have a ticket generated and be investigated to determine which scenario occurred.
First, search our platform for the Caller ID number listed in the notification to see if it is a number on our platform.
Second, you must pull the call from palladion and attach to the ticket. Review of the call example should allow you to determine if the call was generated because of an invalid extension dial or an invalid redirect.
Third, ff the number is found on our platform, update the ticket to reflect the appropriate account information. If not leave the account as Evolve. Always set the contact on the ticket to Tasha Carter.
Correcting the situation:
Unfortunately, we are not able to control mis-dials or invalid redirects conducted on our platform as this is human error. However, if the number is on our platform, we control the programming and should have an entry for the number listed within the notification. Please refer to the provisioning guide on how to add/update an entry in our database for emergency services.