The Gazette, original publication date: June 2, 2011

Colorado Springs, Colo. — The Colorado Springs Police Department is working with AT&T and Qwest to fix a problem that has prevented some wireless callers from getting through to 911 dispatchers.

Callers into the 911 system in Colorado Springs are occasionally reporting getting a busy signal when they try to reach the emergency number. This is happening even though emergency lines are open for calls, police spokesman Sgt. Darrin Abbink said.

The problem seems to be limited to wireless calls, such as cell phones and Voice Over Internet lines. The system is not properly connecting the calls to the Communications Center, and emergency call takers are not aware a call has been attempted in these cases.

Callers to the 911 emergency system should not receive a busy signal even when all the 911 lines are in use, Abbink said. Additional calls should automatically transfer to the El Paso County sheriff’s Communications Center, and if all their lines are busy, the calls transfers to the Fountain Police Department. In these cases, those Communication Centers are able to notify Colorado Springs via alternate methods of the emergency.

If a 911 caller gets a busy signal, it means the call is not being connected, Abbink said. The caller should hang up and call police at 444-7000 for emergency assistance.

The 911 Authority as well as the Public Utilities Commission have been made aware of the problem, and are working with the Communications Center and the phone companies to resolve this issue, the Police Department said. 

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