Routine Maintenance Update
On Wednesday, July 26th, OPCD and one of our partners performed routine maintenance on our call-handling systems between 8 p.m. & 10 p.m. During that maintenance window, five (5) of the 737 total 9-1-1 calls received were disconnected while in progress. In each case, our Emergency Communications Specialist was successful in immediately reestablishing communication with the caller.
Our communication specialists knew exactly what to do, because of well-established protocols in place. If they had not been able to do so, we would have created an appropriate incident for field response, based on the information already gathered. We are working with the partner on a root cause analysis regarding why the calls dropped during the maintenance and will take appropriate action to ensure it doesn’t happen again.