上个月，加拿大多个省份发生的持续近一个半小时的911紧急电话服务中断，是由贝尔公司软件中一个此前未被发现的漏洞导致的，该公司周五在一份报告中表示。
A 911 outage that lasted nearly an hour and a half in several Canadian provinces last month was caused by a previously undetected bug in Bell's software, the company said in a report on Friday.
报告称，一个“潜在软件问题”于9月17日凌晨3:13（东部时间）在曼尼托巴省、安大略省、魁北克省、新不伦瑞克省、新斯科舍省和爱德华王子岛六省引发了服务中断。
The report said a "latent software issue" triggered the outage across Manitoba, Ontario, Quebec, New Brunswick, Nova Scotia and Prince Edward Island at 3:13 a.m. ET on Sept. 17.
贝尔公司助理总法律顾问菲利普·高万在提交给加拿大广播电视和电信委员会（CRTC）的报告中写道：“首先，我们要指出，此次事故并非网络攻击，也非任何计划内或计划外的变更活动所致。”
"At the outset, we note that this incident was not a cyber attack and did not result from any change activity, planned or unplanned," Philippe Gauvin, assistant general counsel for Bell, wrote in the report to the Canadian Radio-television and Telecommunications Commission (CRTC).
高万表示，该软件漏洞影响了贝尔公司下一代911系统（称为NG9-1-1）的组件。该服务旨在让公众向调度员发送更详细的紧急情况信息，帮助警方、消防和急救人员在抵达现场前更好地了解紧急状况。
The software bug affected components of Bell's next generation 911 system, known as NG9-1-1, Gauvin said. The service is designed to allow the public to send more detailed information about emergencies to dispatchers to help police, fire and paramedics better understand an emergency before arriving at the scene.
911服务在影响安大略、魁北克及其他四省的中断后全面恢复：贝尔加拿大 贝尔公司表示，已于凌晨4:40确定根本原因并恢复服务，中断持续了87分钟。公司当天上午晚些时候实施了“永久性解决方案”。在中断当天，贝尔公司确认该问题影响了六个省份的服务。
911 services fully restored after outages affect Ontario, Quebec, 4 other provinces: Bell Canada Bell said it identified the root cause and restored service at 4:40 a.m., after 87 minutes. The company implemented "a permanent solution to the problem" later that same morning.
周五提交给CRTC的报告称，中断期间“绝大多数”呼叫由备用系统成功处理，但通过旧系统路由的“传统”语音通话，如果目的地是已使用下一代技术的呼叫中心，则会被遗漏。
On the day of the outage, Bell confirmed the issue disrupted service across six provinces.
报告称，未接来电均未导致“关键公共安全事件”。在给CBC新闻的声明中，贝尔公司拒绝透露未接来电的具体数量。
report to the CRTC on Friday said the "vast majority" of calls during the disruption were successfully managed by backup systems, but "legacy" voice calls routed through older systems were missed if they were destined for a call centre already using the next generation technology.
Bell高度重视其作为9-1-1运营商的责任，深知该服务中断的严重性。我们已采取措施，确保9月17日发生的问题不再重演，”一封邮件写道，并指出这是自2022年初系统上线以来首次发生此类中断。
The report said none of the missed calls led to a "critical public safety incident." In a statement to CBC News, Bell declined to say how many calls were missed.
我们致力于确保紧急呼叫服务的可靠性、韧性和持续改进，以便加拿大人在需要时能够拨打求救电话。
"Bell takes its responsibility as a 9-1-1 carrier seriously and understands the gravity of any interruption to that service. We have taken steps to ensure the issue experienced on September 17 does not recur," read an email, which noted the outage as the first of its kind since the system launched in early 2022.
报告称早期警报未生效 周五的报告还指出，中断开始时的两个警报，分别于凌晨3:13和3:19触发，本应启动“作战室”危机响应，但均未生效。直到24分钟后，另一个警报系统标记来电数量异常下降，工程师和其他专家才获知问题。
"We are committed to the reliability, resilience, and continuous improvement of emergency calling services so Canadians can call for help when they need it." Early alarms didn't work, report says Friday's report also said two alarms at the beginning of the outage, one at 3:13 and one at 3:19 a.m., did not trigger a "war room" crisis response as they should have. Engineers and other experts weren't notified of the issue until a separate alarm system flagged an unusual drop in the number of incoming calls 24 minutes later.
信中称，响应团队于凌晨3:48集结，并于4:40修复了问题。
The response team convened at 3:48 a.m. and fixed the issue at 4:40 a.m., the letter said.
Bell表示，公司仍在调查前两个警报为何失效，并已安装“独立监控机制作为进一步的故障保障”。公司称还在进行“端到端”的系统审查，复盘呼叫中心员工情况，并与其他运营商分享经验教训。
Bell said the company is still investigating why the first two alarms did not work and has since installed "independent monitoring mechanisms as a further failsafe." The company said it is also reviewing the system "end to end," debriefing call centre staff and sharing lessons with other providers.
在公开发布的报告中，Bell遮蔽了导致中断的缺陷细节及其更广泛系统的其他信息。公司称，披露这些细节可能让黑客发现并利用“911基础设施中的弱点”。
In the report released publicly, Bell redacted specific information around the flaw that caused the outage and other details about its wider system. The company said revealing those details could create the risk for hackers to find and exploit "weaknesses in the 911 infrastructure." "Disclosure of such information could result in direct harm to Bell Canada and the 9-1-1 network serving the public and, accordingly, to the public interest," wrote Gauvin.
“披露此类信息可能对Bell Canada及服务公众的9-1-1网络造成直接损害，进而损害公众利益，”Gauvin写道。
Across Canada, 911 service is connected to regional legacy telephone providers.
在加拿大全国范围内，911服务连接至各地区的传统电话运营商。
Bell provides that service in Manitoba, Ontario and Quebec through to the Atlantic provinces. B.C. and Alberta are serviced by Telus, while Saskatchewan has SaskTel.
Bell在曼尼托巴省、安大略省、魁北克省及大西洋省份提供该服务。不列颠哥伦比亚省和阿尔伯塔省由Telus提供服务，萨斯喀彻温省则由SaskTel提供服务。
84 people couldn't reach 911 during separate August outage that affected most of Manitoba, Bell says Holly Barkwell, the Canadian region director for the National Emergency Number Association (NENA), said last month that the nation's 911 system "across Canada is extremely resilient," but noted no network can be perfect.
贝尔公司表示，在另一起发生于8月、影响曼尼托巴省大部分地区的中断事件中，84人无法接通911。加拿大国家紧急电话号码协会（NENA）地区主管霍莉·巴克韦尔上月表示，加拿大全国的911系统“具有极强的韧性”，但任何网络都不可能做到万无一失。“技术问题始终存在，”巴克韦尔当时对加拿大广播公司说。
"There are always issues with technology," Barkwell told CBC News at the time.
加拿大广播电视和电信委员会（CRTC）表示，加拿大所有旧式911系统都必须在3月31日前停用。该机构曾将这一期限延长两年，新期限于2025年初生效。
The CRTC has said all legacy 911 systems in Canada need to be decommissioned by March 31, a deadline the agency extended by two years in early 2025.