Given the information available, this sounds like a technical failure, like a Phase 2 ALI failure, to me. That's a hazard of being capable of selective routing to local agencies, but still sending it to a centralized PSAP some 50 miles away. Which town was this North Beverwyck in, and how do you spell it to look it up in a gazetteer to find the town to send the call to, or notify? Just get on SPEN and ask who has the street? More importantly, how do you extract needed information from a hysterical person? If there was Phase 1 and Phase 2 data, why wasn't there a callback to the cellphone after it disconnected?
In my opinion, some agencies are too quick to hang someone out to dry and then smear them up. If the employer was quick to make a statement that says: name, fired, and "policy and procedure" violation, then the policy and procedure should be released, as well.