Emergency call one-key through system and method based on intelligent voice and multi-network fusion

Abstract

The emergency call one-click system and method based on intelligent voice and multi-network integration belongs to the field of emergency management information technology. The system includes an emergency call one-click function module connected to the e-government extranet, application support tool components, an SMS service module, a fax service module, and a video call integration module; the application support tool components, SMS service module, fax service module, and video call integration module are all connected to the emergency call one-click function module. The application support tool components provide softswitch voice data, AI intelligent customer service data, and call distribution data; the SMS service module receives SMS instructions; the fax service module receives fax instructions; and the video call integration module converts voice and video data. This invention features one-click calling, intelligent call management, audio and video conferencing, and multi-terminal linkage scheduling functions, achieving closed-loop management of the entire five-level emergency call process.

Description

Technical Field

[0001] This invention belongs to the field of emergency management information technology, specifically relating to an emergency call one-click system and method based on intelligent voice and multi-network integration. Background Technology

[0002] Emergency response is a core component of grassroots emergency management, and its response efficiency and the accuracy of information transmission directly determine the effectiveness of handling emergencies. Currently, existing emergency response systems and related technical solutions suffer from the following significant deficiencies and problems:

[0003] Low information integration: Early warning information from meteorological, water conservancy, and emergency departments is independent and there is no unified integrated push platform. Grassroots staff need to actively check multiple platforms, which can easily lead to the omission of key early warning information.

[0004] The response method is limited: information is mostly pushed via SMS, which has problems such as receiving delays and missed readings. There are no mandatory reminder mechanisms such as voice reminders or pop-up warnings, making it difficult for grassroots duty rooms to detect the problem in a timely manner.

[0005] Weak call management capabilities: lacks intelligent queuing, IVR voice navigation, and AI intelligent answering functions; busy lines and missed calls are common when there are many incoming calls; and lacks call recording and speech-to-text functions, making it difficult to retain and trace emergency call records.

[0006] Poor coordination in multi-level dispatch: The five-level emergency response system from the autonomous region to the village lacks audio and video conferencing and one-click calling functions. Dispatch requires communication at each level, which is cumbersome and disconnects on-site command from back-end dispatch.

[0007] Insufficient data management: There is no unified statistical report, work order dispatch, or quality inspection scoring system. Emergency call records, notification results, and duty attendance can not be automatically statistically analyzed, making it difficult to achieve digital traceability and management of emergency work.

[0008] Existing technologies cannot meet the core needs of provincial emergency management for rapid response, multi-level linkage, multi-channel push, intelligent management, and data traceability. There is an urgent need for an integrated emergency response management system to solve the above problems. Summary of the Invention

[0009] To address the problems existing in the prior art, this invention provides an emergency response one-click system and method based on intelligent voice and multi-network integration. Its purpose is to achieve unified integration of early warning information from multiple departments, parallel push of multimodal information, multi-level linkage scheduling, and digital closed-loop management of the entire emergency response process at the autonomous region, city, county, township, and village levels. This aims to solve the technical problems of slow response, decentralized scheduling, untimely information transmission, and poor multi-channel coordination in existing emergency response systems, thereby improving the efficiency and accuracy of grassroots emergency response.

[0010] To achieve the above objectives, the specific solution of the present invention is as follows:

[0011] An emergency call system based on intelligent voice and multi-network integration is characterized by comprising an emergency call function module interconnected with the e-government extranet, an application support tool component, an SMS service module, a fax service module, and a video call integration module. The application support tool component, SMS service module, fax service module, and video call integration module are all connected to the emergency call function module. The application support tool component is configured to provide the emergency call function module with softswitch voice data, AI intelligent customer service data, and call distribution data. The SMS service module is configured to receive SMS commands sent by the emergency call function module. The fax service module is used to receive fax commands sent by the emergency call function module. The video call integration module is used to convert voice and video data.

[0012] Furthermore, it includes a security protection module and a multi-department management module. The security protection module is used to prevent VoIP attacks, IP blacklists and whitelists, SIP security policies, national cryptographic algorithms for encryption, as well as firewall protection and data transmission encryption. The multi-department management module is used to create multiple independent call centers on a single platform. Each sub-call center system has independent call access numbers, agent configurations, and IVR processes. It supports the free allocation of trunk numbers, number of agents, and concurrent call counts, and provides a socket+HTTP secondary development interface configured for integration with third-party systems.

[0013] Furthermore, it also includes the operator's VoLTE video system and an external video command and dispatch system; the video call integration module is connected to the emergency call one-button function module, the operator's VoLTE video system and the external video command and dispatch system respectively; the video call integration module is configured to convert audio and video data between the emergency call one-button function module and the operator's VoLTE video system and the external video command and dispatch system.

[0014] Furthermore, the emergency call one-click function module includes an automatic call reminder unit, an automatic call queuing unit, an IVR voice navigation unit, a voice transcription unit, an AI intelligent outbound call unit, an automatic warning notification unit, an emergency one-click call unit, a one-click roll call unit, a duty check unit, a bulk SMS unit, an electronic fax unit, a duty spot check unit, and a statistical report unit. The automatic call reminder unit is configured to automatically pop up a window and display the caller's identity information when receiving a telephone or video call; the automatic call queuing unit is configured to automatically queue multiple incoming calls and support priority connection and call holding. The IVR voice navigation unit is configured to provide automatic voice navigation; the voice transcription unit is configured to record the entire call in dual tracks and transcribe it into text in real time; the AI ​​intelligent outbound calling unit is configured to create batch outbound calling tasks, automatically initiate outbound calls after setting key dialogue information, visualize the outbound dialogue and automatically remind when matching key information, and automatically statistically analyze and generate reports on outbound call results; the automatic early warning notification unit is configured to integrate early warning information from multiple departments and push it through three modalities: voice, SMS, and desktop pop-up; the emergency one-click calling unit is configured to support hierarchical or grouped management of the address book, enabling one-click calling of single numbers and group numbers. The system features include: one-click group meeting with QR code, automatic recording and transcription during calls; one-click roll call with preset templates, enabling automated batch roll call via a smart robot, simultaneous recording, video recording, and face capture, and automatic roll call results statistics; a duty roster unit for creating duty tasks and setting voice dialogue content, automatically calculating on-duty and off-duty status, transcribing voice messages, and generating duty reports; a bulk SMS unit for linking alert messages to the address book, supporting manual or automatic bulk sending, and creating SMS templates; and an electronic fax unit for automatically saving received faxes as documents. Faxes are sent via voice or SMS notifications and support batch sending of electronic faxes. The duty inspection unit is configured to perform triple verification of duty personnel's identity, face, and geographical location through audio and video calls, and automatically save the verification results. The statistical report unit is configured to collect business data from the automatic call reminder unit, automatic call queuing unit, IVR voice navigation unit, voice transcription unit, AI intelligent outbound call unit, automatic early warning notification unit, emergency one-click call unit, one-click roll call unit, duty check unit, SMS mass sending unit, electronic fax unit, and duty inspection unit, classify and statistically analyze the data, and generate downloadable reports.

[0015] Furthermore, the application support tool components include a softswitch voice sub-component, an AI intelligent customer service sub-component, a call allocation sub-component, a voice navigation sub-component, an online customer service sub-component, a shift leader monitoring sub-component, a call analysis sub-component, a quality inspection and scoring sub-component, a work order dispatch sub-component, and a department management sub-component. The softswitch voice sub-component is configured to support multiple types of trunk access and various audio / video encodings, and has built-in Policy, CTI, and ACD core communication modules, supporting a 10-channel ASR / TTS offline engine. The AI ​​intelligent customer service sub-component is configured to support real-time call transcription, predictive outbound calling, AI process graphical configuration, record call details, and support multi-dimensional queries. The call allocation sub-component is configured with intelligent ACD queuing, supports multiple allocation and answering strategies, and allows setting VIP customers and dedicated agents to achieve intelligent call allocation. The voice navigation sub-component is configured with visual IVR process configuration, supporting multi-level... It supports IVR and third-party HTTP interface calls, comes with a built-in TTS engine, and supports third-party integration; the online customer service sub-component is configured to support multi-channel access via Web and WeChat official accounts, with automatic responses from intelligent robots and transfer to human customer service; the shift leader monitoring sub-component is configured to support forced control of agent status, call monitoring, whispering, forced insertion, and forced disconnection, and real-time viewing of agent status; the call analysis sub-component is configured to provide graphical reports, large-screen monitoring, multi-dimensional statistical analysis of call data, and record reasons for hang-up and satisfaction scores; the quality inspection scoring sub-component is configured to allow for custom scoring templates, automatic or manual generation of quality inspection tasks, and support for quality inspection appeals; the work order dispatch sub-component is configured to support the creation, allocation, and monitoring of work orders from multiple channels, custom work order fields, and multi-dimensional statistical analysis of work order data; the department management sub-component is configured for independent management of multiple departments, configuration of trunk numbers and agent number permissions, provision of secondary development interfaces, support for dual-machine hot standby, and protection against VoIP attacks.

[0016] The SMS service module includes a channel management unit, a flow control management unit, a sensitive word management unit, a template management unit, a data management unit, a content management unit, a log management unit, and a permission management unit. The channel management unit is configured to allocate SMS channels by account and administrative region and automatically call them; the flow control management unit is used to set the SMS sending volume by account and administrative region and perform real-time statistics; the sensitive word management unit is configured to automatically search for, prompt, and block the sending of sensitive words.

[0017] The SMS service module includes a channel management unit, a flow control management unit, a sensitive word management unit, a template management unit, a data management unit, a content management unit, a log management unit, and a permission management unit. The channel management unit is configured to allocate SMS channels by account and administrative region and call them automatically; the flow control management unit is configured to set SMS sending volume by account and administrative region and perform real-time statistics; the sensitive word management unit is configured to automatically search for, prompt, and block the sending of sensitive words.

[0018] The template management unit is configured to store preset standard SMS templates and call the corresponding standard SMS template according to the sending request;

[0019] The report management unit is configured to generate statistical reports based on preset statistical dimensions and provide a report download interface;

[0020] The data management unit is configured to count the SMS data sent and classify and summarize the number of SMS messages sent according to preset classification dimensions to generate statistical results of the distribution scale.

[0021] The content management unit is configured to categorize and tag sent content, and perform historical content queries and full-text searches based on tags and / or keywords;

[0022] The log management unit is configured to record the sender's identity information and the corresponding sent content, forming a system operation log;

[0023] The permission management unit is configured to set SMS sending limits by department and role, and control the opening or closing of SMS sending permissions based on the set limits;

[0024] The fax service module includes a local channel matching unit, an electronic fax saving unit, an automatic notification unit, and a batch sending unit. The local channel matching unit is configured to automatically match local fax channels based on account and administrative region. The electronic fax saving unit is configured to automatically save received electronic faxes as documents. The automatic notification unit is configured to automatically notify on-duty personnel via voice call and SMS when a new fax is detected. The batch sending unit is configured to send electronic faxes in batches to designated units in the form of electronic documents.

[0025] A method for implementing one-click emergency call management in the system includes the following steps:

[0026] S1, the early warning information access step, through the data middle platform service bus, the early warning information from meteorological, water conservancy, emergency and natural resources departments is accessed to the emergency call one-click function module;

[0027] S2, Early Warning Analysis Step: The Emergency Call One-Click Function Module automatically identifies and analyzes the early warning areas in the early warning information from meteorological, water conservancy, emergency and natural resources departments accessed in step S1, matches the corresponding city, county and township levels, and matches the preset notification template to generate the analyzed early warning area information and notification template.

[0028] S3, Warning Push Step: The emergency call one-click function module, based on the parsed warning area information and notification template generated in step S2, pushes the warning information to the desktop emergency call terminals of the relevant cities, counties, and townships through the e-government extranet, generating the warning information to be pushed to the desktop emergency call terminals;

[0029] S4, Terminal receiving and broadcasting step: After receiving the warning information generated in step S3 and pushed to the desktop emergency call terminal, the desktop emergency call terminal outputs a pop-up display signal to the display screen and an audio broadcast signal to the speaker to complete the broadcasting of the warning information.

[0030] S5, One-click notification step: After the desktop emergency call terminal completes the broadcast of the warning information in step S4, it receives the one-click notification command input by the duty officer, generates a notification command, and sends it to the emergency call one-click function module through the e-government extranet.

[0031] S6, Multi-channel delivery steps: After receiving the notification instruction generated in step S5, the emergency call one-click function module sends an SMS instruction to the SMS service module, a fax instruction to the fax service module, and a voice call instruction to the video call integration module.

[0032] S7, Status Feedback Step: The SMS service module returns SMS sending status data to the emergency call one-click function module based on the SMS instruction received in step S6; the fax service module returns fax sending status data to the emergency call one-click function module based on the fax instruction received in step S6; and the video call integration module returns voice call status data to the emergency call one-click function module based on the voice call instruction received in step S6.

[0033] Furthermore, it also includes:

[0034] S8, the intelligent outbound calling step, the emergency call one-click function module creates outbound calling tasks based on the parsed warning area information and notification template generated in step S2, sends batch outbound calling instructions to the AI ​​intelligent outbound calling unit, the AI ​​intelligent outbound calling unit automatically initiates voice outbound calls, the outbound call dialogue is visualized, and the outbound call results are automatically statistically analyzed and reports are generated.

[0035] Furthermore, in the S8 intelligent outbound calling step, after the emergency call one-click function module completes the push of the warning information to the desktop emergency call terminal in step S3, it creates an outbound calling task based on the parsed warning area information and notification template generated in step S2, sends a batch outbound calling instruction to the AI ​​intelligent outbound calling unit, the AI ​​intelligent outbound calling unit automatically initiates voice outbound calls, the outbound dialogue is visualized, and the outbound calling results are automatically statistically analyzed and reports are generated.

[0036] Furthermore, it also includes:

[0037] S9, the one-click roll call step, the emergency call one-click function module matches the corresponding city, county, and township duty personnel based on the parsed warning area information generated in step S2, and automatically initiates roll call in batches through the intelligent robot according to the preset roll call template, while simultaneously saving audio and video recordings, facial captures, and automatically compiling roll call results.

[0038] Furthermore, it also includes:

[0039] S10, the duty inspection step: Based on the parsed warning area information generated in step S2, the emergency call one-button function module reads the inspection task data from the storage unit and sends a video call command to the video call integration module; the video call integration module initiates a video call connection to the target duty terminal, receives the video stream data returned by the target duty terminal and forwards it to the emergency call one-button function module; the emergency call one-button function module sends the video stream data to the duty inspection unit for face recognition comparison and receives the returned recognition result data; the emergency call one-button function module compares the recognition result data with the preset geographical location data, generates verification result data and stores it in the storage unit;

[0040] S11, Video conferencing step: After the desktop emergency call terminal completes the warning information broadcast as described in step S4, the emergency call one-click function module receives the video conferencing request initiated by the duty officer through the desktop emergency call terminal, establishes a video connection with one or more target terminals, and realizes multi-level scheduling.

[0041] S12, Call Management Steps: The Emergency Call One-Click Function Module automatically queues incoming calls generated by the video call integration module in step S6, the AI ​​intelligent outbound call unit in step S8, and the intelligent robot's roll call in step S9, guiding them to the corresponding agents via IVR navigation; it also records and transcribes the calls in real time; the shift leader monitors the status of each agent in real time and performs call dispatching; and quality inspectors score the call recordings.

[0042] S13, Work Order Closed-Loop Step: The Emergency Call One-Click Function Module creates a work order based on the emergency issues identified in the call recording or voice transcription in step S12 and assigns it to the corresponding processing department. It tracks the work order processing process and completes the closed-loop management of the issues.

[0043] S14, Data Statistics Step: The statistical report unit collects the incoming call, outgoing call, recording, notification, inspection, work order, and quality inspection data generated in steps S1 to S13, categorizes and statistically analyzes them, and generates visual reports.

[0044] Advantages of the present invention

[0045] Compared with the prior art, the present invention has the following beneficial effects:

[0046] 1. Improved Early Warning Response Efficiency: This invention integrates early warning information from multiple departments, including meteorology, water resources, emergency management, and natural resources, through a data platform service bus. It employs a three-modal push method—voice, SMS, and desktop pop-up—to proactively push early warning information to the desktop emergency response terminals of frontline duty personnel. The terminals automatically display pop-ups and broadcast the information via voice. Actual testing shows that the average response time in frontline duty rooms has been reduced from 10 minutes to within 2 minutes, improving early warning response efficiency by over 80%. This effectively solves the problems of omissions and delays caused by frontline personnel needing to actively check multiple platforms for information in existing technologies.

[0047] 2. Enhanced Call Handling Capabilities: This invention utilizes an automatic call queuing unit to intelligently queue and prioritize multiple incoming calls. Combined with IVR voice navigation and AI intelligent answering functions, it can automatically answer and record incoming calls even when unattended. The system supports 100 concurrent calls. Actual testing has shown that it effectively avoids busy lines and missed calls in multi-call scenarios, improving call processing efficiency by over 90%.

[0048] 3. Enhanced Multi-Level Dispatch Collaboration: This invention achieves hierarchical and grouped management of the contact list through an emergency one-click call unit, supporting one-click calling of single numbers and one-click grouping of numbers. Combined with the video call integration module and the interface with external video command and dispatch systems, it realizes one-click calling and video conferencing for a five-level emergency system at the autonomous region, city, county, township, and village levels. Actual testing shows that the dispatch process has been shortened from more than 5 minutes of hierarchical communication to less than 1 minute, achieving a flattened command structure for emergency dispatch.

[0049] 4. Digital Traceability of Emergency Work: This invention achieves dual-track recording and real-time transcription of the entire call through a voice transcription unit, and realizes simultaneous saving of audio, video, and facial capture through a one-click roll call unit. Through a statistical report unit, it automatically collects incoming, outgoing, recording, notification, and duty check data and generates reports, realizing digital recording and traceability of emergency response, duty check, and call management, and solving the problems of missing emergency work records and statistical difficulties in existing technologies.

[0050] 5. High system stability and scalability: This invention adopts a distributed deployment architecture, supports dual-active disaster recovery and dual-machine hot standby, and achieves a system availability rate of 99.99%. Through a multi-department management module, it supports the creation of multiple independent call centers on a single platform, allowing for flexible allocation of resources such as the number of agents and concurrent calls, supporting expansion to 1000 agents, and adapting to the large-scale, high-concurrency application needs of provincial emergency management.

[0051] 6. Strong adaptability to multiple scenarios: This invention integrates multiple communication methods such as voice, SMS, fax, and video, covering multiple emergency business scenarios such as early warning push, emergency response, dispatch consultation, duty check, and work order processing, realizing integrated support for emergency management.

[0052] 7. High security: This invention achieves multiple security protections through a security protection module, including prevention of VoIP attacks, IP blacklists and whitelists, SIP security policies, national cryptographic algorithm encryption, firewall protection, and data transmission encryption, ensuring the system operation security and data security in the e-government extranet environment.

[0053] 8. High ease of operation: This invention supports visual IVR process configuration, and the address book supports hierarchical group management. On-duty personnel can complete emergency dispatch through one-click operations such as one-click calling, one-click roll call, and one-click group meeting. Grassroots staff can quickly get started without professional training. Attached Figure Description

[0054] Figure 1 This is a schematic diagram of the system architecture of the present invention.

[0055] Figure 2 This is a flowchart illustrating the method of the present invention.

[0056] Figure 3 This is a schematic diagram of the pop-up window and one-click notification interface of the desktop emergency call terminal in Example 1;

[0057] Figure 4 This is a schematic diagram of the AI-powered intelligent outbound call task creation and outbound call result report interface in Example 2;

[0058] Figure 5 This is a schematic diagram of the video dispatch call interface and call record list interface in Example 3. Detailed Implementation

[0059] The present invention will be further explained and described below with reference to the accompanying drawings and specific embodiments. It should be noted that the specific embodiments are not intended to limit the scope of the present invention.

[0060] like Figure 1 As shown in the figure, this specific embodiment provides an emergency call one-click system based on intelligent voice and multi-network convergence. The system includes an emergency call one-click function module, application support tool components, SMS service module, fax service module and video call integration module, and also includes the operator's VoLTE video system, external video command and dispatch system, security protection module and multi-department management module.

[0061] The emergency call one-click function module, application support tool component, SMS service module, fax service module and video call integration module are deployed on the e-government extranet and interconnected with it. The application support tool component, SMS service module, fax service module and video call integration module are respectively connected to the emergency call one-click function module.

[0062] The system is based on intelligent voice technology, multimodal communication technology, and multi-level linkage scheduling technology. It consists of five core modules: emergency call one-click function module, application support tool component, SMS service module, fax service module, and video call integration module. The modules are interconnected and share data to realize the whole process of emergency call management, from early warning information integration and push, to one-click call, dispatch consultation, and then to recording statistics and data traceability.

[0063] The emergency call one-click function module is the core business function of emergency call, located at the business application layer. It realizes core emergency call functions such as call processing, intelligent outbound calling, early warning notification, one-click dispatch, and statistical reports. This emergency call one-click function module includes an automatic call reminder unit, an automatic call queuing unit, an IVR voice navigation unit, a voice transcription unit, an AI intelligent outbound calling unit, an automatic early warning notification unit, an emergency one-click call unit, a one-click roll call unit, a duty check unit, a bulk SMS unit, an electronic fax unit, a statistical report unit, and a duty spot check unit.

[0064] The automatic caller ID unit automatically pops up a window when a phone or video call is received, displaying the caller's identity information, including the caller's location, number, name, and workplace, by matching the contact list. This solves the problem of unclear caller information. The automatic call queuing unit automatically queues multiple calls and supports priority connection and call hold, prioritizing important calls and solving the problems of missed calls and busy lines. The IVR voice navigation unit provides automatic voice navigation, which is activated by AI when busy. The system features a smart voice robot that automatically records and transcribes voice messages, enabling 24 / 7 unattended call answering. A voice transcription unit records calls in dual-track format and transcribes them in real-time, saving the transcripts simultaneously for traceability and queryability. An AI-powered outbound calling unit creates batch outbound tasks, automatically initiating calls after setting key dialogue information. The outbound dialogue is visualized, and automatic alerts are triggered when key information is matched. Outbound results are automatically statistically analyzed and reports generated, improving emergency notification efficiency. An automatic warning notification unit integrates warning information from multiple departments, automatically calls preset templates, and sends voice, SMS, and desktop pop-up notifications to designated users, automatically statistically analyzing notification results for rapid warning delivery. An emergency one-click calling unit supports hierarchical or grouped address book management, enabling one-click calling of single numbers and one-click grouping of numbers. During a call, the voice transcription unit automatically records and transcribes the message for rapid multi-level dispatch. A one-click roll call unit supports preset roll call templates, automatically calling in batches via the AI-powered outbound calling unit, while also recording audio, video, and capturing faces. The system automatically saves and compiles roll call results, generating reports to improve the efficiency of duty and attendance checks. The duty and attendance check unit allows users to create check tasks and set voice dialogue content, automatically calculating on-duty and off-duty status, transcribing voice messages, and generating attendance reports, thus digitizing duty management. The SMS mass messaging unit links warning information to the address book, supports manual or automatic mass messaging, and allows the creation of SMS templates for multi-channel push notifications. The electronic fax unit automatically saves received faxes as documents, notifies users of new faxes via voice or SMS, and supports batch sending of electronic faxes, enabling paperless emergency document processing. The system includes a digital transmission mechanism; a duty inspection unit for triple verification of duty personnel's identity, face, and location via audio and video calls, and automatic retention of verification results; and a statistical reporting unit for collecting business data from the automatic call reminder unit, automatic call queuing unit, IVR voice navigation unit, voice transcription unit, AI intelligent outbound call unit, automatic early warning notification unit, emergency one-click call unit, one-click roll call unit, duty check unit, SMS mass messaging unit, electronic fax unit, and duty inspection unit, classifying and statistically analyzing the data, and generating downloadable reports to achieve data-driven management of emergency work.

[0065] The application support tool component, SMS service module, fax service module and video call integration module are all connected to the emergency call one-click function module;

[0066] The application support tool component provides the underlying capability support platform for the system. Located in the capability support layer, it provides underlying technical capabilities to the emergency call one-click function module, ensuring the system's stability, intelligence, and scalability.

[0067] The application support tool component is used to provide softswitch voice data, AI intelligent customer service data, and call allocation data to the emergency call one-click function module. The support tool component includes a softswitch voice sub-component, an AI intelligent customer service sub-component, a call allocation sub-component, a voice navigation sub-component, an online customer service sub-component, a shift leader monitoring sub-component, a call analysis sub-component, a quality inspection scoring sub-component, a work order dispatch sub-component, and a department management sub-component.

[0068] The softswitch voice subcomponent supports multiple types of trunk access and various audio / video encodings. It incorporates core communication modules such as Policy, CTI, and ACD, and supports a 10-channel ASR / TTS offline engine, enabling high-concurrency voice processing and intelligent voice interaction. The AI ​​intelligent customer service subcomponent supports real-time call transcription (response time ≤200ms), predictive outbound calling, and AI-powered graphical configuration of processes. It records call details and supports multi-dimensional queries, enabling intelligent customer service and outbound call management. The call allocation subcomponent provides intelligent ACD queuing, supports multiple allocation and answering strategies, and allows setting VIP customers and dedicated agents for intelligent call allocation. The voice navigation subcomponent provides visualized IVR process configuration, supports multi-level IVR and third-party HTTP interface calls, has a built-in TTS engine, and supports third-party integration, enabling personalized voice navigation configuration. The online customer service subcomponent supports multi-channel access via Web and WeChat official accounts, providing intelligent... The system features a multi-channel response mechanism for emergency inquiries, including automated chatbot replies and human customer service transfers. A shift leader monitoring sub-component supports mandatory agent status control, call monitoring, whispering, forced call insertion, and forced disconnection, allowing real-time monitoring of agent status and refined call dispatch management. A call analysis sub-component provides graphical reports and large-screen monitoring, offering multi-dimensional call data statistics, recording hang-up reasons and satisfaction scores, and enabling visualized call data analysis. A quality inspection scoring sub-component allows for custom scoring templates, automatic or manual generation of quality inspection tasks, and supports quality inspection appeals, enabling quality control of emergency call services. A work order dispatch sub-component supports multi-channel work order creation, allocation, and monitoring, allowing for custom work order fields and multi-dimensional work order data statistics, achieving closed-loop handling of emergency issues. A department management sub-component enables independent management of multiple departments, configuring trunk numbers and agent permissions, providing secondary development interfaces, supporting dual-machine hot standby, and preventing VoIP attacks, ensuring system stability and scalability.

[0069] The emergency call one-click function module's various business units implement specific functions by calling corresponding sub-components within the application support tool components. For example, the automatic call queuing unit calls the call allocation sub-component for intelligent queuing, the IVR voice navigation unit calls the voice navigation sub-component for automatic voice navigation, the voice transcription unit calls the AI ​​intelligent customer service sub-component for real-time call transcription, and the statistical reporting unit calls the call analysis sub-component for data statistical analysis. This layered architecture decouples business logic from underlying capabilities, avoiding functional duplication and improving the system's scalability and maintainability.

[0070] The SMS service module and fax service module enable multi-channel paperless transmission of emergency information; the SMS service module is used to receive SMS commands sent by the emergency call-and-response one-click function module, as follows:

[0071] The SMS service module includes a channel management unit, a flow control management unit, a sensitive word management unit, a template management unit, a data management unit, a content management unit, a log management unit, and a permission management unit. It supports allocating channels by account or administrative region, setting sending volume control, and automatically blocking sensitive words, thereby achieving standardized and controllable SMS sending.

[0072] The channel management unit is used to allocate and automatically call SMS channels by account and administrative region; the flow control management unit is used to set SMS sending volume by account and administrative region and perform real-time statistics; the sensitive word management unit is used to automatically search for, prompt, and block the sending of sensitive words.

[0073] The template management unit stores preset standard SMS templates and calls the corresponding standard SMS template based on the sending request to standardize the sent content. By using preset standard templates, it is possible to ensure that the SMS content conforms to business specifications, reduce the uncertainty brought about by custom content, and improve efficiency.

[0074] The report management unit is used to generate statistical reports based on preset statistical dimensions and provides a download interface for these reports. This unit supports generating statistical reports by time, account, administrative region, and other dimensions, facilitating offline statistical reporting and serving as a platform for presenting business results.

[0075] The data management unit analyzes sent SMS data and categorizes the number of SMS messages sent according to preset classification dimensions, generating statistical results on the scale of SMS delivery. By categorizing and summarizing the sent data, accurate statistics on the scale of SMS delivery are achieved.

[0076] The content management unit is used to categorize and tag sent content, and to perform historical content queries and full-text searches based on tags and / or keywords. By categorizing and tagging sent content, it enables rapid querying and full-text search of historical content, facilitating information retrieval.

[0077] The log management unit is used to record the sender's identity information and the corresponding sent content, forming system operation logs. By detailedly recording the sender's identity and the corresponding sent content, system security auditing and responsibility tracing are achieved.

[0078] The permission management unit is used to set SMS sending limits according to departments and roles, and control the opening or closing of SMS sending permissions based on the set limits. By allocating sending limits according to departments and roles, refined access control and quota management are achieved.

[0079] The channel management unit, template management unit, flow control management unit, sensitive word management unit, report management unit, data management unit, content management unit, log management unit and permission management unit jointly achieve the standardized and controllable full-process management of SMS sending.

[0080] The fax service module is used to receive fax instructions sent by the emergency call one-key connection function module; the fax service module includes a属地通道匹配单元 (territorial channel matching unit), an electronic fax storage unit, an automatic notification unit and a batch sending unit. The territorial channel matching unit is configured to match territorial fax channels according to accounts and administrative regions, supporting application scenarios at the autonomous region, city and county levels. The electronic fax storage unit is used to save the received electronic fax in document form to a specified path. The automatic notification unit is used to send notifications to the duty personnel by means of voice call and SMS when a new fax is detected. The batch sending unit is used to obtain electronic documents and batch send electronic faxes to specified units. To achieve paperless and automated management of emergency faxes. Automatically notify the duty personnel by means of voice call and SMS when a new fax is detected, and batch send electronic faxes to specified units in electronic document form.

[0081] The video call integration module is respectively connected to the emergency call one-key connection function module, the operator's VoLTE video system and an external video command and dispatch system; the video call integration module is used to forward audio and video data between the emergency call one-key connection function module, the operator's VoLTE video system and the external video command and dispatch system. The video call integration module is docked with the external video command and dispatch system to achieve audio and video linkage dispatching of the five-level emergency system. The video call integration is docked with the operator's VoLTE video system to achieve functions such as one-key call, command and dispatch, and video connection, support the linkage of mobile phone terminals, and achieve the deep integration of audio and video dispatching and emergency call response, covering the visual dispatching requirements of the five-level emergency system.

[0082] The security protection module is used to prevent VoIP attacks, IP blacklists and whitelists, SIP security policies, national cryptographic algorithms for encryption, as well as firewall protection and data transmission encryption; the multi-department management module is used to create multiple independent call centers on a single platform. Each sub-call center system has independent call access numbers, agent configurations, IVR processes, supports free allocation of trunk numbers, number of agents and concurrent calls, and provides a socket+HTTP secondary development interface for integration with third-party systems.

[0083] In a preferred embodiment of the present invention, the emergency call one-click function module, application support tool component, SMS service module, fax service module, and video call integration module all adopt a distributed deployment architecture, support dual-active disaster recovery, and can be expanded to 1000 seats and 500 concurrent calls, adapting to the large-scale, high-concurrency application needs of provincial emergency management. Simultaneously, it supports independent management by multiple enterprises or departments, with each subsystem possessing independent call access, seat configuration, and IVR processes, meeting the personalized needs of emergency management departments at all levels.

[0084] like Figure 2 As shown, an emergency call one-click management method for implementing the above system includes the following steps:

[0085] S1, the early warning information access step, through the data middle platform service bus, the early warning information from meteorological, water conservancy, emergency and natural resources departments is accessed to the emergency call one-click function module;

[0086] S2, Warning Analysis Steps, Emergency Call One-Click Function Module automatically identifies and analyzes the warning areas in the warning information from meteorological, water conservancy, emergency and natural resources departments accessed in step S1, matches the corresponding city, county and township levels, and matches the preset notification template to generate the analyzed warning area information and notification template.

[0087] S3, Warning Push Step: The emergency call one-click function module, based on the parsed warning area information and notification template generated in step S2, pushes the warning information to the desktop emergency call terminals of the relevant cities, counties, and townships through the e-government extranet, generating the warning information to be pushed to the desktop emergency call terminals;

[0088] As a specific implementation method, in this step, the emergency call one-click function module pushes warning information to the grassroots desktop emergency call terminal through three methods: voice, SMS, and desktop pop-up. It can also push to personal mobile terminals at the same time, and the system automatically counts the delivery results of each method.

[0089] S4, Terminal receiving and broadcasting step: After receiving the warning information generated in step S3 and pushed to the desktop emergency call terminal, the desktop emergency call terminal outputs a pop-up display signal to the display screen and an audio broadcast signal to the speaker to complete the broadcasting of the warning information.

[0090] S5, One-click notification step: After the desktop emergency call terminal completes the broadcast of the warning information in step S4, it receives the one-click notification command input by the duty officer, generates a notification command, and sends it to the emergency call one-click function module through the e-government extranet.

[0091] S6, Multi-channel delivery steps: After receiving the notification instruction generated in step S5, the emergency call one-click function module sends an SMS instruction to the SMS service module, a fax instruction to the fax service module, and a voice call instruction to the video call integration module.

[0092] S7, Status Feedback Step: The SMS service module returns the SMS sending status data to the emergency call one-click function module according to the SMS instruction received in step S6; the fax service module returns the fax sending status data to the emergency call one-click function module according to the fax instruction received in step S6; and the video call integration module returns the voice call status data to the emergency call one-click function module according to the voice call instruction received in step S6.

[0093] S8, the intelligent outbound calling step, the emergency call one-click function module creates outbound calling tasks based on the parsed warning area information and notification template generated in step S2, sends batch outbound calling instructions to the AI ​​intelligent outbound calling unit, the AI ​​intelligent outbound calling unit automatically initiates voice outbound calls, the outbound call dialogue is visualized, and the outbound call results are automatically statistically analyzed and reports are generated.

[0094] In the S8 intelligent outbound calling step, after the emergency call one-click function module completes the S3 step and pushes the warning information to the desktop emergency call terminal, it creates an outbound calling task based on the parsed warning area information and notification template generated in the S2 step, sends a batch outbound calling instruction to the AI ​​intelligent outbound calling unit, the AI ​​intelligent outbound calling unit automatically initiates voice outbound calls, the outbound call dialogue is visualized, and the outbound call results are automatically statistically analyzed and reports are generated.

[0095] S9, the one-click roll call step, the emergency call one-click function module matches the corresponding city, county and township duty personnel according to the parsed warning area information generated by step S2, and automatically initiates roll call in batches through the intelligent robot according to the preset roll call template, while simultaneously saving audio recordings, video recordings, and face captures, and automatically compiling roll call results;

[0096] S10, the duty inspection step: Based on the parsed warning area information generated in step S2, the emergency call one-button function module reads the inspection task data from the storage unit and sends a video call command to the video call integration module; the video call integration module initiates a video call connection to the target duty terminal, receives the video stream data returned by the target duty terminal and forwards it to the emergency call one-button function module; the emergency call one-button function module sends the video stream data to the duty inspection unit for face recognition comparison and receives the returned recognition result data; the emergency call one-button function module compares the recognition result data with the preset geographical location data, generates verification result data and stores it in the storage unit;

[0097] S11, Video conferencing step: After the desktop emergency call terminal completes the warning information broadcast as described in step S4, the emergency call one-click function module receives the video conferencing request initiated by the duty officer through the desktop emergency call terminal, establishes a video connection with one or more target terminals, and realizes multi-level scheduling.

[0098] S12, Call Management Steps: The Emergency Call One-Click Function Module automatically queues incoming calls generated by the video call integration module in step S6, the AI ​​intelligent outbound call unit in step S8, and the intelligent robot's roll call in step S9, guiding them to the corresponding agents via IVR navigation; it also records and transcribes the calls in real time; the shift leader monitors the status of each agent in real time and performs call dispatching; and quality inspectors score the call recordings.

[0099] S13, Work Order Closed-Loop Step: The Emergency Call One-Click Function Module creates a work order based on the emergency issues identified in the call recording or voice transcription in step S12 and assigns it to the corresponding processing department. It tracks the work order processing process and completes the closed-loop management of the issues.

[0100] S14, Data Statistics Step: The statistical report unit collects the incoming call, outgoing call, recording, notification, inspection, work order, and quality inspection data generated in steps S1 to S13, categorizes and statistically analyzes them, and generates visual reports.

[0101] The following is an example of using the above system deployed on the Guangxi e-government extranet, adapted to the five-level emergency response management of the autonomous region, city, county, township and village. The system is authorized to have 300 seats, 100 concurrent calls, and 50 concurrent ASR / TTS offline engines, to meet the emergency management needs of the Guangxi Zhuang Autonomous Region.

[0102] Example 1: Automatic push notification of early warning information and emergency response

[0103] Automatic Early Warning: The Guangxi Meteorological Bureau issued an orange rainstorm warning. The warning information was integrated into the aforementioned system via an early warning information integration interface. The system automatically analyzed key information such as the warning area (parts of Nanning and Liuzhou), warning level, and effective time, and automatically sent the warning information to desktop emergency response terminals in all counties and townships within Nanning and Liuzhou. The system automatically matched the corresponding county and township-level desktop emergency response terminals for the warning area, and the warning information was automatically displayed as a pop-up reminder on the desktop emergency response terminal screen. The warning content was also automatically read aloud using voice synthesis technology. Figure 3 The diagram shows the pop-up window and one-click notification interface of the desktop emergency call terminal.

[0104] Emergency Call-Out: After receiving the warning information, the on-duty personnel can use the one-click notification function of the desktop emergency call-out terminal. The system will automatically call the preset "Orange Rainstorm Warning Notification Template" according to the type of rainstorm warning. The template includes voice notification script and SMS notification content. The warning information will be automatically sent to the mobile phones of the grassroots village cadres through the system's voice outbound call and SMS. The three operations are carried out simultaneously.

[0105] Call record retention: During the call when the notification is sent, the system records the entire call in dual tracks and transcribes the call content into text in real time. The audio file and the text record are saved to the data storage module simultaneously and can be queried, played back and downloaded online at any time.

[0106] Implementation Results: The entire process of the early warning information being pushed from access to the grassroots level took 40 seconds, and the forwarding of the early warning notice by grassroots staff took 1 minute and 30 seconds. Compared with the original system, the response efficiency was improved by 85%, and the entire process of early warning push and emergency response was recorded.

[0107] Example 2: AI-powered intelligent outbound calling and duty attendance tracking

[0108] AI-powered intelligent outbound call creation: The Guangxi Zhuang Autonomous Region Emergency Command Center needs to issue secondary notifications of rainstorm warnings to the duty leaders of districts and counties that have issued rainstorm warnings. This is achieved by creating an outbound call task using the system's "AI Intelligent Outbound Call" function, setting key information as "Red rainstorm warning, stay at your post, report emergencies promptly," and importing the phone numbers of the duty leaders from each district and county. Figure 4 The image shown is a schematic diagram of the AI-powered outbound call task creation and outbound call result report interface.

[0109] Outbound call execution: The system automatically initiates outbound calls in batches, and the AI ​​intelligent robot makes voice notifications according to the preset script. The system also performs real-time voice transcription of the responses from the staff in the duty room. When the system detects key information such as "received," "deployed," or "emergency," it automatically pops up a window to remind the staff to pay attention.

[0110] Outbound call results statistics: After the outbound call is completed, the system automatically generates an outbound call results report, which shows "All calls were connected, and three cities reported local flooding emergencies, and work orders have been automatically created and assigned to relevant departments";

[0111] One-click roll call: After completing the early warning notification, use the system's "one-click roll call" function to select the "Autonomous Region-level Duty Personnel" group, call the preset "Duty Check Roll Call Template", and initiate a one-click roll call;

[0112] Intelligent roll call execution: The AI ​​intelligent robot automatically dials the phone numbers of 8 on-duty personnel in the group to verify their identities and confirm their presence on duty. At the same time, it records the video roll call and captures facial images to confirm whether the on-duty personnel are on duty.

[0113] Attendance Check Result Generation: After roll call is completed, the system automatically compiles the attendance check results and generates a "Duty Attendance Report", which shows that "all 8 duty personnel are on duty, face capture matching was successful, and call recordings and video recordings have been saved".

[0114] Implementation results: The AI-powered intelligent outbound calling and one-click roll call took a total of 12 minutes, which is 90% more efficient than manually dialing each person. It also achieved automated statistics and visualization of attendance results without the need for manual processing.

[0115] Example 3: Video Call Integration and Five-Level Scheduling

[0116] Emergency Triggered: A landslide occurred in a township in Guilin City, Guangxi. The emergency command center initiated an emergency call to the mobile phones of grassroots information personnel through the operator's VoLTE network via desktop emergency call terminals deployed on the e-government extranet. The grassroots information personnel were dispatched via VoLTE video, and the video footage of the disaster site was uploaded in real time.

[0117] Dispatch record retention: Video dispatching is recorded throughout, and voice dispatching is recorded and transcribed. Dispatch instructions, on-site footage, and information on the evacuation of people are simultaneously saved, enabling full traceability of the emergency dispatching process. For example... Figure 5 The image shows a schematic diagram of the video dispatch call interface and the call log list interface.

[0118] Implementation results: In this landslide emergency, it took only 30 seconds for the command center of the autonomous region to call the grassroots information officer's mobile terminal to dispatch the information officer. This achieved "flat" rapid dispatch of the emergency, which bought valuable time for the emergency response. Compared with the original hierarchical dispatch mode, the dispatch efficiency was improved by 95%.

[0119] The above embodiments are merely preferred embodiments of the present invention and are not intended to limit the scope of the present invention. Any modifications, equivalent substitutions, improvements, etc., made based on the technical solutions of the present invention should be included within the protection scope of the present invention.

Claims

1. An emergency call one-key push system based on intelligent voice and multi-network fusion, characterized in that, It includes an emergency call one-click function module interconnected with the e-government extranet, an application support tool component, an SMS service module, a fax service module, and a video call integration module; the application support tool component, SMS service module, fax service module, and video call integration module are all connected to the emergency call one-click function module, and the application support tool component is configured to provide the emergency call one-click function module with softswitch voice data, AI intelligent customer service data, and call distribution data; The SMS service module is configured to receive SMS commands sent by the emergency call one-click function module; the fax service module is configured to receive fax commands sent by the emergency call one-click function module; and the video call integration module is configured to convert audio and video data.

2. The system of claim 1, wherein, It includes a security protection module and a multi-department management module. The security protection module is configured to prevent VoIP attacks, use IP blacklists and whitelists, implement SIP security policies, use national cryptographic algorithms for encryption, and provide firewall protection and data transmission encryption. The multi-department management module is configured to create multiple independent call centers on a single platform. Each sub-call center system has independent call access numbers, agent configurations, and IVR processes. It supports the free allocation of trunk numbers, number of agents, and concurrent call counts, and provides a socket+HTTP secondary development interface configured for integration with third-party systems.

3. The system of claim 1, wherein, It also includes the operator's VoLTE video system and external video command and dispatch system; the video call integration module is connected to the emergency call one-button function module, the operator's VoLTE video system and the external video command and dispatch system respectively; the video call integration module is configured to convert audio and video data between the emergency call one-button function module and the operator's VoLTE video system and the external video command and dispatch system.

4. The system of claim 1, wherein, The emergency call one-click function module includes an automatic call reminder unit, an automatic call queuing unit, an IVR voice navigation unit, a voice transcription unit, an AI intelligent outbound call unit, an automatic warning notification unit, an emergency one-click call unit, a one-click roll call unit, a duty check unit, a bulk SMS unit, an electronic fax unit, a duty spot check unit, and a statistical report unit. The automatic call reminder unit is configured to automatically pop up a window and display the caller's identity information when receiving a telephone or video call; the automatic call queuing unit is configured to automatically queue multiple incoming calls and support priority connection and call hold; the IVR voice navigation unit is configured for automatic voice navigation; the voice transcription unit is configured to achieve full-process dual-track recording of the call and real-time transcription of the text; the AI ​​intelligent outbound call unit is configured to create batch outbound call tasks, automatically initiate outbound calls after setting key dialogue information, visualize the outbound call dialogue and automatically remind when matching key information, and automatically statistically analyze and generate reports on the outbound call results. The automatic early warning notification unit is configured to integrate early warning information from multiple departments and push it via three modalities: voice, SMS, and desktop pop-up. The emergency one-click call unit is configured to support hierarchical or grouped management of the address book, enabling one-click calling of a single number and one-click grouping of numbers. During the call, the voice transcription unit is triggered to automatically record and transcribe the call. The one-click roll call unit is configured to support preset roll call templates, automatically performing batch roll calls via an intelligent robot, achieving simultaneous saving of recordings, videos, and facial captures, and automatic statistics of roll call results. The duty check unit is configured to create check tasks and set voice dialogue content, automatically calculating on-duty or off-duty status, transcribing the voice, and generating a check report. The SMS mass messaging unit is configured to associate early warning information with the address book, supporting… The system supports manual or automatic mass messaging with the ability to create SMS templates. The electronic fax unit is configured to automatically save received faxes as documents, and new faxes are notified via voice or SMS, supporting batch sending of electronic faxes. The duty officer inspection unit is configured to perform triple verification of duty personnel's identity, face, and location via audio and video calls, and automatically save the verification results. The statistical report unit is configured to collect business data from the automatic call reminder unit, automatic call queuing unit, IVR voice navigation unit, voice transcription unit, AI intelligent outbound call unit, automatic early warning notification unit, emergency one-click call unit, one-click roll call unit, duty check unit, mass SMS messaging unit, electronic fax unit, and duty officer inspection unit, categorize and statistically analyze the data, and generate downloadable reports.

5. The system according to claim 1, characterized in that, The application support tool components include a softswitch voice sub-component, an AI intelligent customer service sub-component, a call distribution sub-component, a voice navigation sub-component, an online customer service sub-component, a shift leader monitoring sub-component, a call analysis sub-component, a quality inspection and scoring sub-component, a work order dispatch sub-component, and a department management sub-component. The softswitch voice sub-component is configured to support multiple types of trunk access and multiple audio and video encoding, and has built-in Policy, CTI, and ACD core communication modules. The AI ​​intelligent customer service sub-component is configured to support real-time call transcription, predictive outbound calling, AI process graphical configuration, record call details, and support multi-dimensional queries. The call distribution subcomponent is configured with intelligent ACD queuing, supports multiple distribution and answering strategies, and allows setting up VIP customers and dedicated agents to achieve intelligent call distribution; the voice navigation subcomponent is configured with visual IVR process configuration, supports multi-level IVR and third-party HTTP interface calls, comes with a TTS engine and supports third-party integration. The online customer service sub-component is configured to support access from multiple channels including Web and WeChat official accounts, automatic replies from intelligent chatbots, and transfer to human customer service; the shift supervisor monitoring sub-component is configured to support forced control of agent status, call monitoring, whispering, forced insertion, forced disconnection, and real-time viewing of agent status. The call analysis subcomponent is configured to provide graphical reports, large-screen monitoring, multi-dimensional statistical analysis of call data, and record hang-up reasons and satisfaction scores; the quality inspection scoring subcomponent is configured to provide custom scoring templates, automatically or manually generate quality inspection tasks, and support quality inspection appeals; the work order dispatch subcomponent is configured to support the creation, allocation, and monitoring of work orders from multiple channels, customize work order fields, and provide multi-dimensional statistical analysis of work order data; the department management subcomponent is configured to allow independent management of multiple departments, configure trunk numbers and agent number permissions, provide secondary development interfaces, support dual-machine hot standby, and prevent VoIP attacks. The SMS service module includes a channel management unit, a flow control management unit, a sensitive word management unit, a template management unit, a data management unit, a content management unit, a log management unit, and a permission management unit. The channel management unit is configured to allocate SMS channels by account and administrative region and call them automatically; the flow control management unit is configured to set SMS sending volume by account and administrative region and perform real-time statistics; the sensitive word management unit is configured to automatically search for, prompt, and block the sending of sensitive words. The template management unit is configured to store preset standard SMS templates and call the corresponding standard SMS template according to the sending request; The report management unit is configured to generate statistical reports based on preset statistical dimensions and provide a report download interface; The data management unit is configured to count the SMS data sent and classify and summarize the number of SMS messages sent according to preset classification dimensions to generate statistical results of the distribution scale. The content management unit is configured to categorize and tag sent content, and perform historical content queries and full-text searches based on tags and / or keywords; The log management unit is configured to record the sender's identity information and the corresponding sent content, forming a system operation log; The permission management unit is configured to set SMS sending limits by department and role, and control the opening or closing of SMS sending permissions based on the set limits; The fax service module includes a local channel matching unit, an electronic fax saving unit, an automatic notification unit, and a batch sending unit. The local channel matching unit is configured to automatically match local fax channels based on account and administrative region. The electronic fax saving unit is configured to automatically save received electronic faxes as documents. The automatic notification unit is configured to automatically notify on-duty personnel via voice call and SMS when a new fax is detected. The batch sending unit is configured to send electronic faxes in batches to designated units in the form of electronic documents.

6. A method for managing one-button emergency call functionality in accordance with any one of claims 1 to 5, characterized in that, Includes the following steps: S1, the early warning information access step, through the data middle platform service bus, the early warning information from meteorological, water conservancy, emergency and natural resources departments is accessed to the emergency call one-click function module; S2, Early Warning Analysis Step: The Emergency Call One-Click Function Module automatically identifies and analyzes the early warning areas in the early warning information from meteorological, water conservancy, emergency and natural resources departments accessed in step S1, matches the corresponding city, county and township levels, and matches the preset notification template to generate the analyzed early warning area information and notification template. S3, Warning Push Step: The emergency call one-click function module, based on the parsed warning area information and notification template generated in step S2, pushes the warning information to the desktop emergency call terminals of the relevant cities, counties, and townships through the e-government extranet, generating the warning information to be pushed to the desktop emergency call terminals; S4, Terminal receiving and broadcasting step: After receiving the warning information generated in step S3 and pushed to the desktop emergency call terminal, the desktop emergency call terminal outputs a pop-up display signal to the display screen and an audio broadcast signal to the speaker to complete the broadcasting of the warning information. S5, One-click notification step: After the desktop emergency call terminal completes the broadcast of the warning information in step S4, it receives the one-click notification command input by the duty officer, generates a notification command, and sends it to the emergency call one-click function module through the e-government extranet. S6, Multi-channel delivery steps: After receiving the notification instruction generated in step S5, the emergency call one-click function module sends an SMS instruction to the SMS service module, a fax instruction to the fax service module, and a voice call instruction to the video call integration module. S7, Status Feedback Step: The SMS service module returns SMS sending status data to the emergency call one-click function module based on the SMS instruction received in step S6; the fax service module returns fax sending status data to the emergency call one-click function module based on the fax instruction received in step S6; and the video call integration module returns voice call status data to the emergency call one-click function module based on the voice call instruction received in step S6.

7. The method according to claim 6, characterized in that, Also includes: S8, the intelligent outbound calling step, the emergency call one-click function module creates outbound calling tasks based on the parsed warning area information and notification template generated in step S2, sends batch outbound calling instructions to the AI ​​intelligent outbound calling unit, the AI ​​intelligent outbound calling unit automatically initiates voice outbound calls, the outbound call dialogue is visualized, and the outbound call results are automatically statistically analyzed and reports are generated.

8. The method according to claim 7, characterized in that, In the S8 intelligent outbound calling step, after the emergency call one-click function module completes the S3 step and pushes the warning information to the desktop emergency call terminal, it creates an outbound calling task based on the parsed warning area information and notification template generated in the S2 step, sends a batch outbound calling instruction to the AI ​​intelligent outbound calling unit, the AI ​​intelligent outbound calling unit automatically initiates voice outbound calls, the outbound call dialogue is visualized, and the outbound call results are automatically statistically analyzed and reports are generated.

9. The method according to claim 8, characterized in that, Also includes: S9, the one-click roll call step, the emergency call one-click function module matches the corresponding city, county, and township duty personnel based on the parsed warning area information generated in step S2, and automatically initiates roll call in batches through the intelligent robot according to the preset roll call template, while simultaneously saving audio and video recordings, facial captures, and automatically compiling roll call results.

10. The method according to claim 9, characterized in that, Also includes: S10, the duty inspection step: Based on the parsed warning area information generated in step S2, the emergency call one-button function module reads the inspection task data from the storage unit and sends a video call command to the video call integration module; the video call integration module initiates a video call connection to the target duty terminal, receives the video stream data returned by the target duty terminal and forwards it to the emergency call one-button function module; the emergency call one-button function module sends the video stream data to the duty inspection unit for face recognition comparison and receives the returned recognition result data; the emergency call one-button function module compares the recognition result data with the preset geographical location data, generates verification result data and stores it in the storage unit; S11, Video conferencing step: After the desktop emergency call terminal completes the warning information broadcast as described in step S4, the emergency call one-click function module receives the video conferencing request initiated by the duty officer through the desktop emergency call terminal, establishes a video connection with one or more target terminals, and realizes multi-level scheduling. S12, Call Management Step: The Emergency Call One-Click Function Module automatically queues the voice calls initiated by the video call integration module in step S6, the voice outbound calls initiated by the AI ​​intelligent outbound call unit in step S8, and the incoming calls generated by the intelligent robot's roll call in step S9, and guides them to the corresponding agents through IVR navigation. Real-time recording and speech-to-text transcription of the call process; The team leader monitors the status of each agent in real time and dispatches calls; quality inspectors score the call recordings. S13, Work Order Closed-Loop Step: The Emergency Call One-Click Function Module creates a work order based on the emergency issues identified in the call recording or voice transcription in step S12 and assigns it to the corresponding processing department. It tracks the work order processing process and completes the closed-loop management of the issues. S14, Data Statistics Step: The statistical report unit collects the incoming call, outgoing call, recording, notification, inspection, work order, and quality inspection data generated in steps S1 to S13, categorizes and statistically analyzes them, and generates visual reports.

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