CTO Gelobter: diagnosing 911 call impact and root cause
Gelobter explains the bridge team identified that 911 calls—not just alarm company calls—were affected. By listening to call recordings, they determined callers couldn't hear 911 call takers and traced the issue start to 3:13 a.m. By 9:50 a.m., they diagnosed the issue affected PSAC 2 routers while PSAC 1 routers were functional.
By listening to the 911 call recordings, the team was able to identify that callers were not able to hear the 911 call takers, and they were able to further diagnose that the issue had started at 3.13 a.m.
The city agencies and Motorola were actively triaging, troubleshooting, and looking to expeditiously restore full service.
By approximately 9.50 a.m., the bridge call team had diagnosed that the issue was affecting the calls.
Both from 911 callers and from alarm companies.
They were affecting the calls that came in through the PSAC2 routers, but that calls via the PSAC1 routers were completely functional.
Motorola began remediating the issue by directing all call traffic to PSAC1 for routing, incrementally disabling the 900 PSAC2 trunks.