Some of you, and now presumably the rest of you now, know that I am a PBX (Private Brance Exchange, in short, privately owned Voice Over IP systems) technician. I install, repair, and program these systems.
XYZ Corporation (name changed in case there's legal action over this issue) is a client I installed a system for in Memphis in June 2007. 400 stations, 60 station call center. 500 total stations (IP, Agent, and Fax lines), so pretty nice size.
So the employees of XYZ corporation are apparently kinda stupid. For some reason, they dial 911 all the time on accident. I guess it's because they hit 9-1 then look for the phone number and hit 1 again or something.
Point here is that these twits dial 911 accidently once a week or so.
The system will connect the call to police if you dial either 911 or 9-911.
So I get a work order in August from them requesting that I remove the 911 capability, forcing them to dial 9-911 instead sometime in August. They wanted me to block 911.
I tell the client that this is a terrible idea. Terrible. I said that in a panic mode a user having a heart attack or something might not have the presence of mind to dial 9-911. They said do it.
I brought it to my management. Told them I refuse to do this and why. They basically told me... do it.
So I refused to do it. I told them if they wanted it done to get a contractor to do it. My boss assigned it to one of the techs under me, and basically thrashed me in a private meeting about refusing work orders.
So this morning, I get a repair ticket from XYZ corporation. Apparently late last night, a 2nd shift employee had an aneurysm, and died at his desk. The first reponders found that he had dialed 911. The phone was off the hook, with "reorder" tone playing (that doo-doot-doo-doot sound a phone makes when it refuses the call).
This repair ticket stated that the phone system failed to connect an emergency call. They're calling it our fault.
Now I don't know who's at fault here, their company or mine, but I think we should have refused the request to refuse 911 calls. Now someone's life is affected.

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"Play until it hurts, then play until it hurts to not play."
http://soundcloud.com/darkside124 HOF 2013, MM Champion 2014

Is XYZ the company that makes zippers?

Yeah, they're Dbags. And so is your boss.

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They're both douches, but I hate to say it but I wouldn't have allowed it to happen, much like you tried to do. You did the right thing for sure.

The Dbag here is anybody who thought that blocking 911 was a good idea, and anybody that allowed it to happen.

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That's a remarkable story.

By the way, the work order I received to block 911 was in August of 2007, so for over 14 months, no calls to 911. It took 14 months for someone to need to dial and he couldn't.

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"Play until it hurts, then play until it hurts to not play."
http://soundcloud.com/darkside124 HOF 2013, MM Champion 2014

Is blocking 911 legal? I mean wouldn't that violate some sort of fire or safety code that the company needs to adhere to?

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I thought so. It seemed so stupid to me at the time. But everyone told me to do it, and when I refused to do it, I got a lashing.

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"Play until it hurts, then play until it hurts to not play."
http://soundcloud.com/darkside124 HOF 2013, MM Champion 2014

I thought that was YKK...

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Not that it does any good now, but kudos to you for standing up for what was right.

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Paws Up

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I'm like a carpenter building stairs.......Always thinking one step ahead.

Why is it that every phone system uses "9" to dial out. Wouldn't it be easier to switch that number, then you wouldn't have accidental 911 calls?

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Paws Up

Agreed. Well done sir.

Yes many companies have say dial 8 or dial 7 to get an outside line. But, the problem with this particular customer is their internal dial plan. Extensions starting with just about every number except 9. So if there's 8xxx extensions, you can't have a dial 8 for an outside line. Big trouble with this customer is that they have DID's across many ranges due tot he high number of 800# DNIS's that come into that call center.

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"Play until it hurts, then play until it hurts to not play."
http://soundcloud.com/darkside124 HOF 2013, MM Champion 2014

Thanks. 5 years with this company and this is the only write up in my file.

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"Play until it hurts, then play until it hurts to not play."
http://soundcloud.com/darkside124 HOF 2013, MM Champion 2014

Now that I think about it, its probably not illegal to block 911.

That said, if there aren't numerous notices posted around the company property on how to contact police/fire in the event of an emergency, than said company is setting themselves up for civil suit problems based on the premise negligence. This especially true on any
phone which non-employees or guests would use. A payphone in a lobby, for example, may have had 911 blocked inadvertently, and thus a civilian may have no way of calling an ambulance in an emergency.

If nothing was posted, this guy's family could and should sue, though bringing charges for manslaughter or something is a bit of a stretch. Not sure how much $ would be invovled since I think that when you have an aneurysm, you're pretty much a goner anyway. But the negligence factor would still apply.

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I can't believe they would write you up for that. Has your boss said anything about the situation in the meantime?

I will be asking that it be expunged.

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"Play until it hurts, then play until it hurts to not play."
http://soundcloud.com/darkside124 HOF 2013, MM Champion 2014

911 is not a legal requirement. Actually, I have seen a few, including my current client, that provide a different number. That being said, they put a sign and huge lettering by the phone to dial 7777 instead of 911 for emergencies. You can also recommend when people ask for this that they have an intermediate phone service that answers the call to make sure the 911 call is an actual emergency and then connects the emergency operator. There is actually an amazing benefit to this as the person with the emergency is normally not in the right mind to tell the operator what is happening anyways. The intermediate operator would know the location of the person and could much more easily get help for the person.

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I just checked with my manager here at work, and we also must dial 9-911 in order to reach emergency. I would not have known that prior to reading this thread.

Then that info should be posted at every phone in the building, Ugie. If not and something were to happen where 911 could not immediatly be reached, you would have grounds for a lawsuit via claim of negligence.

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Nevermind that.

1. Find the paper trail. You argued against it. I trust you have some emails or memos to that effect?
2. They told you to do it anyway. You have something to that effect? Not a meeting, unless you can
get someone to testify to what was said.
3. Sit back.

If your company was told they have to do it by the client, they'll have to produce paperwork to that effect. But don't give them the chance to go after you. "Oh, yeah, someone we already yelled at. He can be the scapegoat." Uh-huh

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Middle Aged Crazy, like Uncle Terry

How could they go after him? His company could for refusing a PO. But refusing the PO had nothing to do with this guy dying at XYZ. Darkside didn't do the work to begin with so he personally cannot be held responsible

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1. yup. I've seen enough shit in my short time here on Earth to know that CYA is the first principle of business. I am an avid follower of that policy.
2. Yes. I also have my official write up with the attached work order request. I also have an email I sent XYZ explaining why it's not a good idea.
3. What else can I do.

PS. since I started this thread this morning, I've been asked by our crack legal department to produce all my emails on the topic. Something is going on behind the scenes.

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"Play until it hurts, then play until it hurts to not play."
http://soundcloud.com/darkside124 HOF 2013, MM Champion 2014

I don't think they can. I didn't do the work order, one of my 1st level techs did it. now, as I am their supervisor, I suppose I could be held accountable, however, I do have documentation that I objected and was overruled.

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"Play until it hurts, then play until it hurts to not play."
http://soundcloud.com/darkside124 HOF 2013, MM Champion 2014

Print this thread out and "accidently" enclose it with your emails.

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Call your favorite candidate's office and offer up the story and a plan to legislate that the emergency numbers should not be altered. They may take you with on a few trips... I hear FL is a potential swing state. A week or so of paid "campaigning" by the beach would be nice, I'd think.

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"It's not exactly a rocket surgery." D.J.

You did the right thing, and I applaud you for standing up to management.

Keep paper copies of all your emails/write ups/work orders/objections, at home, in a fireproof box or safe. XYZ is probably going to be sued by the family of the deceased for negligence...that paperwork could be considered evidence at some point.

If your company gives you any grief about the situation, although I have no idea how they could, I'd recommend calling your favorite columnist at the Chicago Tribune or other newsgroup. They live for this shit.

And both your company and XYZ company are douchebags.

Solid nomination.

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Seriously?

At this point I would pull my pants down and tell the boss in public to kiss your ass and say "I told you so"!!!!
I think it is not only illegal, I think there might be some sort of Federal law or something regarding the FCC from blocking direct access to 911. If I was you I would somehow send condolences to the victims family and try to prove documentation of your voicing opinion about not doing it should this go through the court of law.

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The last thing he wants to do is give the family any ideas as to an extra person to sue in this case. Even though Darkside clearly did nothing wrong, it is better that this family has no idea that he exists.

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You do not talk to me like that! I work too hard to deal with this stuff! I work too hard! I'm an important member of the CSFMB! I drive a Dodge Stratus!