Emergency Callback Guidance Using Signal Coverage and Antenna Load
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Solution Overview
Problem
Existing emergency call systems face challenges in handling abandoned calls due to signal coverage issues and antenna overload, particularly during large-scale incidents, leading to inefficient callback processes that waste time and resources.
Innovation Solution
A bot-based method that guides users to locations with better signal coverage and monitors antenna overload to reserve slots for successful callbacks, using signal data from network carriers and triangulation to direct users via SMS messages.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If agents manually place callbacks to callers with abandoned emergency calls, then callback functionality is provided, but time is wasted and callback success rate decreases due to signal coverage issues and antenna overload
Solution Approach 1:
The system automatically detects abandoned emergency calls, retrieves signal coverage data, identifies locations with better signal, and sends guidance messages to callers without requiring agent intervention. This self-service automation eliminates manual callback time while improving success rates by directing callers to optimal locations.
Solution Approach 2:
The system proactively retrieves signal coverage data and identifies optimal locations before agents attempt callbacks. By preparing guidance information in advance and automatically notifying callers of better locations, the system eliminates waiting time and improves callback success before agents even attempt contact.
2Quantity of substance
If infrastructure capacity is increased to handle more users during peak periods, then service capacity is improved, but infrastructure cost and complexity increase
Solution Approach 1:
The system introduces an intermediary layer that retrieves and processes signal coverage data from network carriers. This intermediary automatically directs callers to locations with adequate signal coverage, effectively distributing users across available infrastructure capacity without requiring direct expansion of antenna resources.
Solution Approach 2:
The system changes the parameter of user distribution by location, using signal coverage data to dynamically guide callers to areas with available capacity. This allows existing infrastructure to serve more users during peak periods by optimizing spatial distribution rather than expanding physical infrastructure.
3Reliability
If agents follow callback protocols for all abandoned calls, then protocol compliance is maintained, but resource efficiency decreases due to repeated unsuccessful callbacks
Solution Approach 1:
The system automatically performs the protocol-compliant actions of detecting abandoned calls, retrieving signal data, and providing guidance to callers. This maintains full protocol compliance while eliminating the need for agents to manually execute these steps, thereby improving productivity without sacrificing reliability.
Solution Approach 2:
The system implements feedback by automatically monitoring call status, retrieving real-time signal coverage data, and providing guidance to callers based on current network conditions. This automated feedback loop ensures protocol compliance while freeing agents from repetitive tasks, improving overall productivity.
Applied Scientific Principles
This section explains which scientific principles are used to turn an abstract innovation direction into a practical engineering solution.
Function Achieved in This Case
Enhances callback efficiency by optimizing user guidance to signal-covered areas and managing antenna overload, reducing resource waste and improving callback success rates.
Implementation Method 1
using signal data from network carriers and triangulation to direct users via SMS messages
Data Source
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AI summary
The present invention relates to a method and a system for efficient callback functionality using signal coverage data. In particular to a computer-implemented method that allows an emergency call taker to perform successful callbacks, in case of abandoned emergency calls due to signal coverage and/or antenna overload issues in a location.