Northstar's outage line remembers who is on medical equipment

The stakes

When power goes out, customers with medical equipment must be prioritised. That list lived in a separate system the voice agent could not reach quickly.

What changed

Medical dependency flags are pinned memories, recalled in the first second of every call.

Under load

During the March ice storm the line took 9,000 calls an hour with a p50 recall of 38 ms and no timeouts.