CTO Gelobter: first signs of trouble at 6 a.m.
Gelobter reports the first problem indication came just before 6 a.m. when a call taker told their supervisor they struggled to hear alarm company calls. A tech support ticket was opened at 6:40 a.m., initially appearing as an issue specific to two adjacent call taker positions, typical of headset jack problems.
At that time, the upgrade was believed to have been successful and that all systems were operational.
The very first indication of a problem occurred just before 6 a.m.
When a call taker communicated to their supervisor that they were struggling to hear some alarm company
Calls.
A tech support ticket was opened at 6.40 a.m.
It was presented at that moment as an issue that was specific to two adjacent positions on the floor, call takers.
Typically, call taker positions with audio issues are headset jack issues, static on the line,
but given that the issue was appearing with multiple calls in a row, the team worked to diagnose alternative potential causes.
At approximately 7.30 a.m., the teams noticed an increase in calls from alarm companies to NYPD.