Ariola questions callback timeline for affected 911 callers
Ariola asks what 'eventually connected' means for the 206 of 319 callers. Gelobter says some called back and were routed via PSAC 1, and NYPD called back others. Marola details that NYPD made 526 callbacks in 24 hours, reaching 32 individuals who no longer needed emergency services. Ariola presses on the timeline of 'eventually.'
You said in your testimony that
309 callers were eventually connected with the operator.
What constituted eventually?
And I'm sorry, I think that number was 206.
206 of the 319, yes, thank you.
What constituted eventually?
Some number of them called back and were redirected via the PSAC-1 routers, and therefore they were handled without a problem.
And then NYPD also called back a number of callers.
Okay, well, I'll ask the question a different way.
What was the approximate timeline of eventually?
I will defer to my NYPD colleagues from a perspective of the callbacks.
Thank you, Sharon.
CTO, yeah, I happily answer that, Chair.
Over the 24 hours after the outage began and we were engaged with OTI and FDNY, OTI was working with their vendor, Motorola, to produce a list of callback numbers that we could call back.
Chief Napolitano had call takers on the ready.
And in the 24 hours after we became aware of the outage, we called back several hundred numbers trying to see if there were any issues unresolved that we can connect with New Yorkers about.
We did, and Elizabeth, make sure I'm right, we did connect with 30 or so folks at the time who said that they no longer had a crisis, which is great.
But as the CTO mentioned, we've narrowed this down to a few hundred callers that didn't make it.
We made several hundred calls.
OTI has been working for weeks to find out what is the exact number of callers and individual members that had tried to connect that couldn't.
And that's part of the investigation we're doing now.
So as long as we're talking, Ryan, and thank you so much for being here to testify, how did OTI describe the impact on the system in its outage notifications on it?