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I'm surprised that this call even routed to the PSAP at all.
- On the inbound trunk to the Adtran, build a DNIS match-substitute rule 1911 -> 911 (and be prepared for more misdials to 9-1-1).
- Same as above, but on the PBX.
- In your dial plan, add 1911 as "always permitted" which will treat it as an emergency number.
- Instruct your customer that 9-1-1 is the emergency number, not 1-9-1-1. Many communities have coloring books, etc. that explain this. Check at your local fire station. Maybe take a picture of the back of a police car if it has big bumper sticker explaining it.