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The 9/11 Commission's report concluded some callers were unable to get through to emergency operators and heard an "all circuits busy" message. Transfers to FDNY dispatch operators were delayed or disconnected. And, because they were not given information by NYPD aviation officers, operators did not know the magnitude of the attack, were unable to tell callers if they were above or below the fire, or if it was possible to reach the roof of either tower.
"They didn't know what they were dealing with," said Norman Siegel, a Manhattan attorney who represents the nine victims' families who joined the New York Times in the 2002 lawsuit against the city's Fire Department that successfully forced the release of the tapes.
Monica Gabrielle, a member of one of those families, said she hopes making the tapes public will lead to improvements to coordinated response, evacuation and 911 protocol.http://www.chicagotribune.com/news/nationworld/am-tapes0331,1,1820126.story?coll=chi-news-hed
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