With all technology sometimes it malfunctions or it isn't able to do what is asked of it. Is it possible it was less than 8-10 min, while in stressful situations time can drag out. I don't know if your comparing your IT job to the job of a dispatcher, but a dispatcher job has alot more responsibilities that the public doesn't know about and probably a good bit that I don't know. In addition to taking 911 calls they have to dispatch correct units keep track of these units. Alot of places take care of police fire and ems. They have to keep up with alot of traffic.
It's great that 911 knew the number to call back, but extremely disconcerting that a) it was "busy" and b) no call back for 8-10 minutes (aka no instruction from someone who could walk a bystander through basic cpr). When I'm on call in my IT dept for the hospital, no matter time of day, I'm supposed to call either the user (during business hours), or the paging desk (from 5pm-7am and on weekends) back within 5 minutes.
There's problems most average citizens don't know about. Things like people that call 911 give out the wrong address. People giving out wrong information, like "there's a lady here bleeding." Which would be an EMS call maybe fire depending on how and who takes care of EMS in the area. EMS shows up and shes actually been stabbed by her husband who is present, it is no longer EMS at the moment but needed law enforcement there first.
Are there more problems than we know of or are these extremely rare occurrences? What can I do as a citizen to make sure my community has looked at this issue? AKA, who would I write a letter, or make a phone call to, with my concern?