What factors are contributing to the increased latency in Intrado's 911 call routing services observed during peak hours this quarter?

Introduction

Increased latency in Intrado's 911 call routing services during peak hours this quarter is a critical issue that demands immediate attention. As we analyze this problem, we'll follow a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term implications for the service.

Our analysis will cover issue identification, hypothesis generation, validation, and solution development, ensuring we leave no stone unturned in resolving this critical service disruption.

Step 1

Clarifying Questions (3 minutes)

• I'm noticing the issue is specific to peak hours. Would you say this latency increase is consistent across all peak hours, or are there specific time windows where it's more pronounced?

Why it matters: This helps identify if the issue is related to overall capacity or specific events. Expected answer: Consistent across peak hours. Impact on approach: If consistent, we'd focus on overall system capacity; if specific, we'd investigate those time windows.

• Given the critical nature of 911 services, I'm wondering about the magnitude of the latency increase. Can you provide more context on how significant this increase is compared to normal operations?

Why it matters: Helps prioritize the urgency of the solution and understand the impact on emergency services. Expected answer: Latency has increased by 20-30%. Impact on approach: A larger increase might indicate a more systemic issue requiring immediate intervention.

• Considering the quarterly timeframe, I'm curious if there have been any recent system updates or changes to the call routing infrastructure.

Why it matters: Recent changes could be directly related to the latency issue. Expected answer: A major system upgrade was implemented at the start of the quarter. Impact on approach: If confirmed, we'd focus on the new system components and their integration.

• Looking at the user experience, I'm wondering if this latency is affecting all types of 911 calls equally, or if certain call types (e.g., mobile vs. landline) are more impacted?

Why it matters: Helps narrow down if the issue is related to specific call routing paths or technologies. Expected answer: Mobile calls are experiencing higher latency. Impact on approach: If specific to mobile, we'd investigate mobile network integration and capacity.