9-1-1 problem traced to cell system

SANTA FE (KRQE) - 9-1-1 calls by lost hiker Megumi Yamamoto were sent to non-emergency lines because of an error in a wireless carrier switch, according to a report by the Santa Fe County Emergency Communications Center.

Two sectors of a switch on a tower near Santa Fe were routing 911 calls to the administrative lines of the emergency communications center instead of emergency lines. There was a similar error in a switch in San Miguel County. Both errors were fixed.

The emergency lines are equipped to triangulate calls, which would have helped determine Yamamoto's position. Instead, because her calls were sent to the administrative lines, dispatchers weren't able to triangulate the calls.

The wireless carrier audited its entire New Mexico system to see if the problem was in place anywhere else, but didn't find any other similar errors.

The Santa Fe County Emergency Communications Center is also putting procedures in place to help troubleshoot future calls and make sure emergency calls use emergency lines.

Yamamoto got lost in the woods near Santa Fe Baldy on June 9. She called 911 for help, but her call was put through on the wrong lines. Several times, dispatchers had her hang up and call again to try to get the call onto the emergency lines.

The communications center said the problem didn't end up slowing the response to the call, but wanted to make sure the problem could be fixed for future emergencies.

Yamamoto was found within five hours.

The state police helicopter that rescued Yamamoto soon crashed, killing her and pilot Sgt. Andy Tingwall. Officer Wesley Cox, who was acting as a spotter on the rescue mission, was injured but survived.