Call Disturbance Tagging for PSAP Queue Management
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Public safety answering points (PSAPs) face congestion due to non-emergency and denial of service calls, which can overwhelm limited resources and disrupt the handling of genuine emergency communications.
Innovation Solution
A system that evaluates call history and attributes to tag potentially disruptive calls with a disturbance score, allowing PSAPs to deprioritize or reroute these calls, thereby managing their queue and reducing congestion.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If PSAPs accept all incoming calls including non-emergency and denial of service calls, then the system remains accessible to all callers, but the call center becomes congested and genuine emergency communications are disrupted
Solution Approach 1:
The system performs preliminary analysis of call history information and attributes before the call reaches the PSAP queue. By evaluating caller attributes and call patterns in advance, the system tags calls with disturbance indicators, allowing downstream nodes to deprioritize or reroute non-emergency calls before they congest the emergency response system.
Solution Approach 2:
The patent introduces an intermediary tagging system that sits between the incoming call and the PSAP queue. This intermediary layer analyzes call attributes, generates disturbance tags, and modifies call routing without blocking legitimate calls. The tag acts as a mediator that guides the call to appropriate handling priority, separating emergency from non-emergency traffic flow.
2Productivity
If PSAPs implement filtering mechanisms to block non-emergency calls, then emergency call handling efficiency improves, but the system may incorrectly block legitimate emergency communications
Solution Approach 1:
Instead of applying a uniform blocking rule to all calls, the system applies differentiated quality assessment to individual calls based on their specific attributes. Each call is evaluated independently using multiple attributes (call history, frequency, time patterns, geographic information) to determine its disturbance likelihood, allowing nuanced differentiation between legitimate and non-legitimate calls.
Solution Approach 2:
The system changes the parameters used to evaluate calls from simple binary acceptance/rejection to a multi-parameter disturbance scoring system. By analyzing multiple attributes and generating a composite disturbance tag, the system creates a gradient of call priorities rather than hard blocks, reducing false positives while maintaining filtering effectiveness.
3Measurement precision
If PSAPs analyze detailed call history information for each incoming call, then the accuracy of disturbance identification improves, but the processing time and system complexity increase
Solution Approach 1:
The call analysis system is segmented into distributed components that operate independently. Each downstream node (PSAP, router, gateway) performs localized evaluation of call attributes and applies tagging rules appropriate to its context. This segmentation distributes the processing complexity across multiple nodes rather than requiring one centralized complex system, reducing overall system complexity while maintaining analysis accuracy.
Data Source
AI summary
An example operation may include one or more of receiving a telephone call from a calling device, determining one or more attributes of a caller associated with the calling device based on call history information of the calling device, generating a tag based on the one or more determined attributes and adding the generated tag to a Voice over IP (VOIP) call message of the telephone call, and transmitting the tagged VOIP call message from the calling device to a downstream node.