System for cross-control center emergency management with seamless case transfer and identifier-based data provision

Abstract

Emergency control system with one or more control centers and seamless case transfer, characterized in that the system is designed to • to send or receive an emergency or help call via at least one communication channel, • to create a case-related data record, • to assign a case identifier (PIN) to the case-related data record, • to provide the case-related data set in a server system as an integration and distribution layer between end devices, control centers and third-party systems, • to make the case-related data record findable and retrievable by at least one control center using the PIN, and • to transfer the case-related data record seamlessly, i.e., without re-entering data manually and while retaining the same PIN across media / session and system changes, to at least one dispatch system and / or a system of a participating agency, in particular a rescue service, fire brigade and / or police, whereby the case identifier (PIN) remains unchanged across media and sessions and references the case-related data record throughout the entire lifespan of the case and is decoupled from protocol and session IDs.

Description

Technical field

[0001] Emergency call and control center technology; transmission, processing, and display of emergency call data; cross-control center case handover via multiple media types – including voice, text, data, and video; integration into dispatch systems. Protocols and interfaces can include, for example, SIP / RTP, WebRTC, HTTP(S) / REST, message queues, and NG112-compliant procedures. This includes, in particular, a gateway for receiving, buffering, and forwarding video calls (including NG112 calls), the output of individual images / frames, and a fallback to available media types (audio, text, data) down to audio only. Background / State of the art

[0002] Today, people seeking help often have to decide for themselves whether to contact the emergency number 112 or on-call medical services such as 116 117. This results in misdiagnosis and breaks in the flow of information between different emergency call centers and the ambulance service and / or fire department. While modern IP-based emergency call systems allow the transmission of voice, data, and video, they lack a consistent, easily addressable case reference that can be shared by control centers of different providers or operators and external actors (e.g., home emergency call services, eCall, security services) and that allows for both automated and manual workflows. Furthermore, a consistent identifier model that standardizes and securely provides communication addresses across different domains (telephony, IP communication, web) is missing.In addition, the gradual shutdown of the 2G and 3G mobile communication standards means that emergency call and service services based on them will no longer be available in the future. Object of the invention

[0003] Provision of a technical solution that enables the timely dispatch of those seeking help to the appropriate level of care and the seamless transfer of case data between control centers and emergency medical services and / or fire departments. This involves the use of a standardized, easily identifiable case identifier that functions independently of the transmission technology used, facilitates barrier-free communication, and supports both automated data transfer and manual processes (e.g., copying / pasting). Furthermore, the solution aims to ensure the protection of personal data, log access, and establish interoperability with non-standard third-party providers.Furthermore, a gateway should be provided that receives video calls, holds them until a control center is available, establishes an NG112 call with video if necessary, outputs individual images / frames, and, if the control center lacks video capability, downgrades to the available media types (audio, text, data); if necessary, down to audio only. The video source can originate from camera systems and building management devices. Regardless of the scenario, images, videos, and / or data can be transmitted and assigned to the case record. The solution should explicitly support an operating mode in which the case identifier is derived solely from the communication address visible at the control center (preferably the last 4-6 digits of the phone number, configurable on the system side), without server-side generation, so that neither PIN confirmation to the emergency caller nor a separate PIN transmission is required. Summary of the invention

[0004] The task is accomplished by a system comprising emergency devices used by those seeking help, control center computers, rescue service and / or fire department systems, and a server system with user- and machine-readable interfaces. A PIN is used as the case identifier. For the purposes of this registration, the terms "PIN" and "case identifier" are used synonymously; "PIN" comprises a communication address (e.g., phone number, SIP URI, MSISDN / IMSI, user ID), a derived identifier (e.g., end digits, hash, token), and an independently generated identifier linked to the communication address. Upon receipt of an emergency call or call for help, a case-related data record is created. This data record includes at least call metadata, a geographic location determined from the device or infrastructure, if available, and personal and / or medical information previously provided by the caller or collected on a case-by-case basis.The data record is referenced by a PIN (case identifier); the PIN can be derived directly from the communication address or generated independently and linked to the communication address. The PIN can be numeric and / or alphanumeric and is used unchanged for each case; additionally or alternatively, time-limited access tokens derived from the PIN can be used for authorized systems. The PIN is decoupled from protocol and session IDs and remains identical during media changes, control center handovers, and gateway connections, thus achieving a seamless transfer without manual data entry.

[0005] To support the triggering and data collection, software installed or running on the end device (emergency app / application / web application / operating system function) is used, which provides a user interface for triggering and transmits information to the server system.

[0006] The handsets support a silent call mode. In this mode, the handset suppresses audio output (downlink) such as ringtones, voice playback, system announcements, or confirmation tones. The server system clearly identifies incoming silent emergency calls at the control center via the web portal or a technical interface; optionally, a visual indicator (e.g., a signal light) is activated at the control center.

[0007] Authorized entities – such as control centers, rescue services, fire departments, medical and support services – log into the system via an authentication and authorization procedure and can use their PIN to locate, view, and update an active case record, as well as transfer it to their systems. Transfer to incident management systems can be automated via programming interfaces or user-assisted, for example, by copying / pasting, downloading files, dragging and dropping, or similar interaction methods. Access and changes can be logged in an audit-proof manner.

[0008] The system supports voice, text, data, and video connections, as well as the integration of additional participants. In addition to or as an alternative to audio transmission, communication can be supported by visual elements such as text, video, pictograms, avatars, and / or holograms. Calls or messages from third-party providers that do not use standards-compliant emergency call technology are routed through a gateway on the server system into a standards-compliant session and linked to the case-related data record, ensuring a consistent view for all involved. Regardless of the scenario, images, videos, and / or data can be transmitted and assigned to the case record. The gateway can perform protocol conversion, media switching, and data format transformation (e.g., mapping proprietary fields to standardized fields).The described gateway functions apply regardless of video support; if a media type is unavailable, the available media types (audio, text, data) are transmitted; video is added when available, otherwise operation proceeds down to audio only. The gateway can receive incoming video calls, hold them until the control center is connected, and then forward them; it can initiate an NG112 call including video and provide individual images / frames from a video stream. If the receiving control center does not support video, the available media types (audio, text, data) are transmitted; if necessary, down to audio only.Video calls can originate from webcams / surveillance cameras or other video sources, including smartphones or computers; an on-site management device can initiate the emergency call and control media transmission upon manual or automatic (including AI-based) triggering; alternatively, a gateway can be operated directly with a camera. During the buffer phase, the gateway provides the caller with waiting information / media (audio / text / video) and / or enables automated interaction (e.g., voice dialogue / AI chat). As a functional replacement for emergency call and service services currently based on 2G and / or 3G mobile networks, the system is designed to provide an optimized application for voice and data transmission, replacing existing services and expanding their functionality. This requires a device that integrates into the respective emergency call or service system.The service system can be integrated, establishes a connection to the server system and transmits data there, with an audio connection to the responsible control center either directly supported or, if necessary, established via the gateway of the server system.

[0009] The term "operational control system" refers to the specialized software used at a control center for dispatching, receiving and processing incidents, including all components for displaying, processing, storing and forwarding incident data.

[0010] "Media-break-free" means the continuous availability and transfer of case data without manual data entry, regardless of changes in the types of media transferred. Brief description of the drawing Fig. Figure 1 shows a preferred embodiment of the system for cross-control center emergency control with rescue control center / police control center (10) and acute control center (11), the dispatch systems (10a, 11a), the server system (13), emergency terminals (14) with emergency app (14a), the media channels voice (15), data / case record (16) and video / images (17), the function / location-related communication address (18), the PIN (19) and an assistance center (20).Additionally, the following are shown: the "silent emergency call" indicator / signal light (21), the "silent emergency call" label (22) in the user interfaces, on-site cameras (23) and sensors (24) via the management / event device (25) and / or gateway (26), and a third-party provider (27). The gateway can buffer video calls, initiate an NG112-compliant call including video, provide still images / frames, and—if video transmission is not possible—switch to the available media types (audio, text, data), down to audio only. The server system (13) can use the communication address (18) to address the responsible control center (10 / 11). Fig. Figure 2 shows a sequence diagram for PIN-based case referencing and retrieval of the case data record (16) between terminal device (14), server system (13), and control center (10) with two variants: (a) server-side assigned and reported PIN (19) and (b) PIN (19) directly derivable from the communication address, preferably the last 4-6 digits of the telephone number, without feedback to the terminal device. The "silent emergency call" mode is retained as an indicator (22); voice (15), text, and video communication (17) are possible additionally or alternatively, the PIN (19) remains unchanged. Fig.Figure 3 shows a sequence diagram of a special gateway case with buffering and forwarding of a video call (17) through the gateway (26) of the server system (13) to the control center (10), including audio fallback (15). The gateway can maintain video streams, initiate sessions with video, transmit the available media types (audio, text, data) down to audio only if video capability is unavailable, and provide individual images / frames. During the buffering phase, waiting messages / media (audio / text / video) and / or automated interaction (e.g., voice dialogue / AI chat) are possible. Video calls can originate from webcams / surveillance cameras or other sources; alternatively, an on-site management device (25) handles the triggering / media transmission, or a gateway is operated directly at a camera (23). Third-party messages (27) are forwarded via the gateway (26). Detailed description System overview

[0011] The system comprises a network of end devices used by those seeking help, such as smartphones, tablets, telephones, trackers, and computers, and of facilities belonging to the participating agencies, including computers and / or communication equipment from various control centers, as well as mobile and stationary equipment of the emergency medical services and / or fire department. Additionally, camera systems and triggers / sensors can be installed on-site or on the premises. These triggers initiate emergency calls and provide video / image data via a management / event device or a gateway located near the camera. The end devices can manually and / or automatically (in the event of a fall or collision) execute an emergency app / application / web application / operating system function that supports the initiation of an emergency or assistance call, the input / display of information, and its transmission to the server system.A server system, acting as an integration and distribution layer between end devices, control centers, and third-party systems, receives incoming information from various sources, compiles it into a case-related data record, and makes this record available to authorized personnel for retrieval. The server system provides user- and machine-readable interfaces through which case data can be displayed, retrieved, updated, and transferred to external systems. For redundancy, redundant, geo-redundant, or cloud-based deployments are possible.

[0012] The emergency app / application offers a trigger mechanism for silent emergency calls that operates without audible feedback from the device. Upon activation, the device places an emergency call, transmits data according to the registration, and suppresses audio output. The server system marks the incident as a "silent emergency call" and provides this information to authorized emergency call centers via user- and machine-readable interfaces; optional control of indicator elements (e.g., a signal light) is also available. Generation and referencing of the case data set

[0013] When an emergency call or call for help is triggered, the system creates a case record. The case record contains at least: - Call metadata (time, communication address (e.g. phone number, SIP URI, MSISDN / IMSI, user ID)), - the geographical position of the terminal device, insofar as it can be determined, - Personal and / or medical information that is relevant for care and that was previously stored by the caller in the terminal device or on the server, or recorded during the call.

[0014] The entity requesting help (e.g., smartphone, tablet, PC, laptop, telephone, tracker, vehicle emergency call device) uses installed or running software (emergency app / application / web application / operating system function) with a trigger button, a physical trigger device and / or a remote control to trigger a location-based emergency call, and includes communication and / or navigation modules.

[0015] Optionally, the case data record can also contain information about the emergency call location (e.g., a site plan or access codes).

[0016] The case record is addressed using a PIN. The PIN can be: (i) the full communication address, (ii) an identifier derived from the communication address (e.g. end digits, hash, token), (iii) an independently generated identifier that is linked to the communication address or other contact identifier.

[0017] Each case record is assigned a case-specific PIN that remains unchanged for the duration of the case. Additionally or alternatively, time-limited access tokens can be generated that map to the same case record. Rotation between different cases of a user is possible. The PIN can also be generated or validated using cryptographic methods (e.g., HMAC / hashing). The PIN serves as a search, sorting, and assignment identifier within the system components and can be combined with authentication / authorization procedures. In operating mode with a PIN derived from the phone number, server-side PIN generation and feedback are eliminated; the server system stores the case record under such a derivable PIN, allowing the control center to access the record solely based on the incoming phone number. For non-numeric addresses (e.g.,In this operating mode (SIP-URI), the PIN is determined via a deterministic derivation (e.g., hash / token) with a PIN of the same number of digits as the numeric PIN (preferably 4-6 characters).

[0018] User-specific data can be stored in the device's app and / or in the device's data storage and / or on a server. Synchronization between local buffers and the server system can be event-driven or time-based. Access and rights

[0019] Authorized personnel access the case data record referenced by the PIN via technical or user-defined interfaces and can view, update, and integrate it into their own systems. Role- and rights-based access control and audit logging may be implemented. Communication and Media

[0020] The system enables communication via voice, text, data, and video. Connections can be established between callers and a control center, between multiple control centers, or involving the ambulance service and / or fire department and other participants. Multi-party communication and dynamic switching between media types are supported without requiring a new call to be initiated.

[0021] The emergency app can initiate or receive voice, text, data and video communication and support the addition of further participants via PIN.

[0022] In addition to or as an alternative to audio transmission, communication can be supported by visual means such as text, video, pictograms, avatar(s) and / or hologram(s).

[0023] For video-based alerts, the gateway can receive incoming video calls from camera systems or other video sources, buffer them until they reach the control center, and forward them if available. If video is unavailable, the available media types (audio, text, data) are transmitted, down to audio only if necessary. Furthermore, the gateway can extract individual images / frames from the video stream and provide them via its interfaces. Optionally, the gateway can initiate an NG112 call with video to the responsible control center. During the waiting period, the gateway can provide the caller with waiting information / media (audio / text / video) and / or enable automated interaction (e.g., voice dialogue / AI chat).

[0024] Regardless of the scenario, images, videos, and / or data can be transferred and assigned to the case record. "Gateway" refers to a technical functional unit provided by the server system, which can be implemented as a software module and / or service; optionally, a camera-located gateway may also be present. The term also encompasses distributed implementations.

[0025] In addition, images, videos and / or data can be transmitted from the system / device triggering the emergency call or help request to the server system and retrieved from there by control centers or other authorized bodies / users.

[0026] Communication partners of different languages ​​can be supported through automatic translation for speech / chat as well as text-to-speech and speech-to-text.

[0027] The system supports a silent emergency call, in which the caller's device does not output any audio. Voice transmission can be established by the control center without any audible signals being emitted from the device. Alternatively or additionally, communication can be text-based and / or video-based. The control center indicates the mode via the system (web portal / interface) and can signal it visually or audibly (e.g., indicator light, display, and / or speaker). If necessary, the control center can selectively activate audio output on the device.

[0028] An assistant, such as a sign language interpreter or emergency physician, can be invited via voice call and / or digitally, or can be connected directly. Using the PIN, the relevant case record is opened and the connection is established, or an existing session is joined.

[0029] Devices installed or located in vehicles can trigger an automatic or manual eCall (or vehicle emergency call) to the emergency services control center or third-party providers. This establishes a voice and / or video connection from the vehicle and transmits a case data record. An optional connection to the vehicle data can be established via an OBD adapter or a dedicated connection (wired or wireless). Vehicle-specific metadata (e.g., license plate number, vehicle identification number, sensor data, hazard classes, rescue data sheet for electric vehicles) can be assigned to the case data record. Data transfer to operational control systems

[0030] The transfer of the case data set into the operational control systems of the participating agencies takes place in two complementary modes: 1. automated via programming interfaces (including web-based services, message-based and file-based methods). 2. manually through user actions such as copying / pasting, drag-and-drop, file import from a download, or by selecting individual fields.

[0031] The invention covers different forms of integration; it provides the data in a suitable manner so that both methods can be used equally. Cross-control center case handover

[0032] Between control centers with different jurisdictions, incident data and communication links are exchanged. This exchange can occur via message or automatic transmission of the PIN and can optionally be accompanied by voice communication. If the PIN is derived from the phone number, knowledge of the incoming phone number is sufficient; the receiving control center generates the PIN from it (e.g., the last 4-6 digits) and retrieves the data record without prior PIN transmission. The receiving control center then retrieves the corresponding data record via the system and integrates the information—automatically or manually—into its dispatch system.

[0033] In the case of emergency calls via 110, 112, or NG112, the dispatch center is determined network-side; if a dispatch center is contacted via a location-based communication address, the system can determine the responsible dispatch center based on the location of the person seeking help / calling in the emergency and the stored areas of responsibility, and suggest, display, or automatically dial the corresponding location-based communication address. The invention is not limited to a specific routing technique and includes database-supported, network-side, and service-side methods.

[0034] During case transfers, the "silent emergency call" designation is retained as a data record attribute and is also visible in the receiving control center or signaled via display elements. Integration of non-standard-compliant third-party providers

[0035] Third-party providers such as home emergency call services, eCall systems, or security services can send alerts without supporting a standards-compliant emergency call technology. The server system provides a gateway for this purpose, which connects an existing third-party connection to a standards-compliant session with a responsible control center, preferably via a function- or location-based communication address. Voice signals are combined, and the data supplied by the third-party provider is converted into a format that control centers can analyze and assigned to the case record. This ensures that all parties involved see the same case with the same PIN, regardless of the original call technology. The gateway can function as a session broker with media and data anchors. The gateway can, in particular, (i) Receiving video calls, temporarily storing them and holding them until the control center is connected, (ii) initiate an NG112-compliant call including video to the emergency call center, (iii) Provide individual images / frames from a video stream, (iv) if video is not possible, transmit the available media types (audio, text, data); if necessary, down to audio only and (v) provide the caller with waiting information / media (audio / text / video) and / or enable automated interaction (e.g. voice dialogue / AI chat) during the waiting period.

[0036] Video calls can originate from webcams, surveillance cameras, or other video sources; alternatively, an on-site management device can handle the triggering and media transmission, or a gateway can be operated directly with a camera. Regardless of the scenario, images, videos, and / or data can be transmitted and assigned to the case record. Barrier-free access

[0037] The system supports accessible communication. People seeking help with hearing or speech impairments can directly contact emergency services; indicators such as "deaf" or "request an interpreter" are displayed by the system. The emergency app provides accessible triggering and communication functions (e.g., large buttons, text / video, screen reader support). If needed, a sign language interpreter is summoned via PIN. Text-based communication can be used in addition to or as an alternative to speech and video; switching between them is possible at any time. Predefined, easily selectable text modules can expedite the initial dialogue. Fallbacks and degradation modes

[0038] If individual media channels (audio, video, text, data) are unavailable, the system automatically switches to the available media types; this can range down to audio only or—if audio is unavailable—text / data only. Case data can be temporarily cached and synchronized later. The emergency app can buffer case data locally and synchronize it once a connection is restored. The PIN-based assignment is retained. Timeouts, packet loss, or network changes can be detected and addressed with automatic media fallback.

[0039] In silent call mode, audio output (downlink) on the end device is suppressed by default. The control center can selectively lift this suppression as needed to enable audio output on the end device; when the media type changes (e.g., to text), the "silent emergency call" designation is retained and transmitted in the data record.

[0040] The invention will be explained in more detail below with reference to figures, without being limited to them. Detailed character description Fig. 1 - System overview

[0041] The emergency dispatch center (10) and the acute care dispatch center (11) receive voice calls (15) and data (16). Both dispatch centers have dispatch systems (10a, 11a). People seeking help use emergency devices (14) running an emergency app (14a) to transmit voice (15), data (16), and video / images (17). After receiving an emergency call, the respective dispatch center retrieves the corresponding case data record (16) from the server system (13) using the PIN (19) and transfers the data to its dispatch system. A video connection (17) to the emergency device (14) can be established via the server system (13). An assistance service (20) – e.g., a sign language interpreter or emergency physician – is invited using the PIN (19) or joins an existing session after authentication. the server system (13) provides the assistant position with the case data set (16) on a role-based basis and facilitates their participation in the media (15 / 17 and text / data) in a conference-capable manner.The case transfer between the emergency dispatch center (11) and the rescue dispatch center (10) is carried out by communicating / transmitting the PIN (19) and optionally via a voice connection using a function- or location-specific communication address (18). The rescue service and / or fire department (12) receives the dispatch order including the PIN (19) and retrieves the associated data (16) from the server system (13). Incoming silent emergency calls are marked as such in the web portal or in the user interfaces (10a, 11a) (22); in addition, a signal light (21) can be activated at the dispatch center workstations.Cameras (23) and sensors (24) can trigger video calls / image data (17) via a management / event device (25) and / or directly via a gateway (26). The gateway (26) buffers incoming video calls, can establish an NG112-compliant call including video, output still images / frames, and—if video transmission is not possible—convert to the available media types (audio, text, data) down to audio only. A third-party provider (27) is connected to the server system (13) directly or via the gateway (26). Messages and media (15 / 16 / 17) are protocol / media converted and assigned to the case record (16) with the PIN (19). A third-party provider (27) can send messages and generate a case record (16). The server system (13) can use the communication address (18) to address the responsible control center (10 / 11). The “silent emergency call” indicator (22) remains visible even when an assistance center (20) is connected. Fig. 2 - PIN transmission and case data retrieval (sequence)

[0042] The emergency terminal (14) triggers an emergency / help call and transmits data (16) – in particular call metadata, location-related information, and stored user-specific information – to the server system (13). The server system (13) creates a case-related data record (16) and either (a) assigns a PIN (19) and returns it to (14), or (b) assigns the case to a PIN (19) that can be directly derived from the communication address, preferably the last 4-6 digits of the telephone number, without providing feedback to (14). In (b), the emergency call is received at the control center (10); the control center independently derives the PIN (19) from the visible telephone number and uses it to retrieve the case data record (16) from the server system (13). In (a), the PIN (19) is transmitted to the control center (10) – verbally, textually, or automatically. This then retrieves the case data record (16) from the server system (13) using the PIN (19).The dispatch order, including the PIN (19), can be transferred to the ambulance service and / or fire department (12); the receiving agency then retrieves the same case data record (16). In "silent emergency call" mode, the audio output on the terminal device remains suppressed; the identifier (22) is visible in the control center and is retained during case transfers. Voice (15), text, and video communication (17) can be used additionally or alternatively; the PIN (19) remains unchanged. Fig. 3 - Gateway special case with buffering and forwarding (sequence)

[0043] A video source / third-party provider / management device (23 / 27 / 25) transmits a video call or image data (17) to the gateway (26) of the server system (13). The gateway (26) acts as a buffer and session broker, holding incoming video streams and forwarding them depending on the availability and capabilities of the control center (10). If the control center supports video, (26) initiates a video session (17); otherwise, the available media types (audio, text, data) are transmitted, down to audio only (15). Additionally, the gateway (26) can provide individual images / frames from the video stream and / or initiate an NG112-compliant call, including video, to the control center. The underlying case record (16) is created / updated in the server system (13) and linked to the PIN (19). The control center (10) retrieves the case data record (16) using the PIN (19) and transfers it to the dispatch system (10a).During the buffer phase, waiting information / media (audio / text / video) can be provided and automated interaction (e.g., voice dialogue / AI chat) can be enabled. Video calls can originate from webcams / surveillance cameras (23) or other sources; alternatively, an object-side management device (25) handles the triggering / media transmission, or a gateway is operated directly at a camera (23); third-party notifications (27) are relayed via (26). Reference symbol list 10 Emergency call center (112) / Police call center (110) 10a Emergency dispatch system / user interface of the rescue control center / the police control center 11 Emergency call center (116 117) 11a Emergency dispatch system / user interface of the emergency dispatch center 12. Ambulance service and / or fire brigade 13 Server systems with user- and machine-readable interfaces 14 emergency devices (smartphone, tablet, PC, telephone, tracker, vehicle emergency call device) 14a Emergency app / application / web application / operating system function 15 languages 16 data points (case data set) 17 videos / images 18. Functional or location-related communication address (e.g., telephone number or URI) 19 PIN (case identifier) 20 Assistant position / sign language interpreter / emergency physician 21 Signal light / indicator “silent emergency call” 22. "Silent emergency call" indicator in web portal / user interface 23 Camera / Webcam / Surveillance camera 24 triggers / sensors 25 Management / event device (object-side) 26 Gateway (e.g. in server system 13 or near camera) 27 third-party providers

Claims

[1] Emergency control system with one or more control centers and seamless case transfer, characterized by that the system is trained, • to send or receive an emergency or help call via at least one communication channel, • to create a case-related data record, • to assign a case identifier (PIN) to the case-related data record, • to provide the case-related data set in a server system as an integration and distribution layer between end devices, control centers and third-party systems, • to make the case-related data record findable and retrievable by at least one control center using the PIN, and • to transfer the case-related data record seamlessly, i.e., without re-entering data manually and while retaining the same PIN across media / session and system changes, to at least one dispatch system and / or a system of a participating agency, in particular a rescue service, fire brigade and / or police, whereby the case identifier (PIN) remains unchanged across media and sessions and references the case-related data record throughout the entire lifespan of the case and is decoupled from protocol and session IDs. [2] System according to claim 1, wherein the case-related data set includes at least call metadata, a position determined from terminal equipment or infrastructure (if available) and personal and / or medical information and / or vehicle-related data stored by the person seeking help or recorded on a case-by-case basis. [3] System according to any of the preceding claims, wherein the entity requesting help (e.g., smartphone, tablet, PC, laptop, telephone, tracker, vehicle emergency call device) comprises installed or running software (emergency app / application / web application / operating system function) that provides a user interface with a trigger button, a physical trigger device (also sensor-controlled), and / or a remote control for triggering a location-based emergency call and utilizes communication and / or navigation modules, and wherein user-specific information is stored in the app and / or in the data storage of the terminal device and / or on a server. Local caching with subsequent synchronization may be provided. [4] System according to any one of the preceding claims, wherein • the PIN i. corresponds to a communication address (e.g., phone number, SIP URI, MSISDN / IMSI, user ID), ii. is derived from a communication address or iii. independently generated and linked to a communication address, and • the PIN is used as a search, ordering and assignment feature within the system components and combined with authentication / authorization procedures, whereby the PIN is both machine-readable and user-readable and is persisted as a data record attribute. [5] System according to any one of the preceding claims, characterized by , that in one operating mode the case identifier (PIN) is formed without server-side generation solely by a deterministic derivation from a communication address visible in the control center (10, 11), in particular from the last 4 to 6 digits of a telephone number, so that feedback of the PIN to the terminal device and a separate PIN transmission are not required. [6] System according to one of the preceding claims, wherein user- and machine-readable interfaces are provided that enable automated and / or operator-assisted transfer of the case-related data set into operational control systems. [7] System according to any of the preceding claims, wherein voice, text, data and video communication is supported and multi-party communication with dynamic media switching without re-establishing the call is enabled, wherein communication is supplemented or alternative to audio transmission by visual support such as text, video, pictograms, avatar(s) and / or hologram(s), and wherein assistance stations are connected using the PIN. [8] System according to one of the preceding claims, wherein, in the event of an emergency or help call, a control center responsible for the position of the person seeking help is determined based on stored areas of responsibility and its communication address (e.g. telephone number or URI) is suggested, displayed or automatically dialed, wherein this step is omitted in the case of emergency calls via 110, 112 or NG112. [9] A system according to any of the preceding claims, wherein non-standard calls or messages from a third-party provider are interconnected with standard-compliant sessions via a gateway of the server system, thereby merging voice signals and transforming data into a format that can be evaluated by control centers and assigning it to the case-related data record. The gateway can perform protocol and media switching. The gateway function operates with or without video functionality; video is optional. In particular, the gateway can i. Receive video calls, temporarily store them and hold them until the control center is connected, and then forward them. ii. initiate an NG112-compliant call including video to the emergency call center, iii. provide individual images / frames from a video stream, iv. In the absence of video capability, transmit the available media types (audio, text, data); if necessary, down to audio only and v. During the waiting phase, provide the caller with waiting information / media (audio / text / video) and / or enable automated interaction (e.g., voice dialogue / AI chat). Video calls can originate from webcams / surveillance cameras or other video sources, with an alternative setup device handling the triggering and media transmission, or a gateway operating directly on a camera. [10] System according to one of the preceding claims, wherein a silent emergency call is triggered by the terminal device, in which no audio output is made on the side of the terminal device making the emergency call or requesting help, and wherein the silent emergency call is identified in the control center via a web portal and / or an interface of the server system and persisted as an attribute of the case-related data record. [11] System according to one of the preceding claims for emergency control with one or more control centers and seamless case transfer, comprising: • at least one terminal device for making an emergency or help call, on which an emergency app / application / web application / operating system function is installed or running, • a server system as an integration and distribution layer between end devices, control centers and third-party systems, which is set up, i. to create a case-related data record for an incoming emergency or help call, ii. to assign a case identifier (PIN) to the case-related data record, iii. to provide the case-related data set under the PIN, and iv. to make the case-related data set retrievable for authorized bodies using the PIN, • at least one control center facility with access means to locate, retrieve and update the case-related data record using the PIN, and • Interfaces for the seamless transfer of the case-related data set into at least one dispatch system and / or a system of a participating body, in particular a rescue service, a fire brigade and / or police, wherein the server system includes a gateway and the system is designed to implement the functions described in claims 1 to 10. [12] System according to claim 11, characterized by , that • the PIN i. corresponds to a communication address, in particular a telephone number, SIP URI, MSISDN / IMSI or user ID, and / or ii. is derived from a communication address, in particular from a part of the communication address and / or by means of hashing or tokenization, and / or iii. independently generated and linked to a communication address, and • the PIN is used as a search, sorting and assignment feature within the system, persisted as an attribute of the case-related data record and decoupled from protocol and session IDs of the underlying communication connections. [13] System according to one of claims 11 or 12, characterized by that the terminal device is set up to suppress audio output in a silent call mode, and that the server system identifies the mode as an attribute of the case record and transmits it to control center displays. [14] System according to any one of claims 11 to 13, characterized by that the gateway is set up, i. To receive video calls or video streams from cameras, surveillance cameras or other video sources, to temporarily store them and hold them until they can be connected to a control center, and then to forward them, ii. to initiate an NG112-compliant call including video to the appropriate emergency call center, iii. to provide individual images / frames from a video stream, iv. if a receiving control center lacks video capability, to transmit the available media types (audio, text, data), if necessary down to audio only, and v. to provide the caller with waiting information and / or media (audio / text / video) during the buffer phase and / or to enable automated interaction, in particular a voice dialogue and / or an AI chat. [15] Computer program product comprising program code means which, when executed on a computing unit, are configured to operate a system according to any one of claims 1 to 14 and to perform the emergency control functions described in claims 1 to 14.

Images