Concurrent Emergency Call Routing for PSAP and Internal Alerts
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Solution Overview
Problem
Existing communication systems in enterprise entities often lack integration, leading to manual information transfer between modes, and on-premises telephony systems may not support remote workers, while emergency call location identification is inaccurate, delaying response times.
Innovation Solution
A UCaaS platform with integrated emergency event detection and mapping functionality that concurrently routes emergency calls to a PSAP and a monitoring device, automates location mapping, and enables automated alerts to registered devices.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If emergency calls are routed only to PSAP, then public safety response is maintained, but internal coordination and location accuracy are insufficient
Solution Approach 1:
The UCaaS platform acts as an intermediary between the emergency caller, PSAP, and internal monitoring devices. It receives the emergency call, determines device location using mapping data, and concurrently routes the call to both PSAP and internal monitoring devices, enabling accurate location information transfer without compromising public safety response
Solution Approach 2:
The emergency call routing is segmented into multiple concurrent paths: one path to PSAP for public safety response and another path to internal monitoring devices for location tracking and coordination. This segmentation allows each recipient to receive tailored information appropriate to their role
2Reliability
If traditional on-premises telephony systems are used, then local emergency coverage is provided, but remote workers cannot be supported
Solution Approach 1:
The UCaaS platform provides universal emergency call handling that works across multiple locations and device types. It maintains the PSAP routing functionality of traditional systems while adding remote worker support through cloud-based device registration and location mapping, making the system adaptable to both on-premises and remote scenarios
Solution Approach 2:
The cloud-based UCaaS platform serves as an intermediary layer between remote workers and emergency services. It registers remote devices, determines their locations through mapping data, and routes emergency calls to appropriate PSAPs, enabling remote workers to receive emergency services coverage equivalent to on-premises systems
3Productivity
If manual information transfer between communication services is used, then service independence is maintained, but response time increases
Solution Approach 1:
The system merges telephony, messaging, and monitoring services into a unified UCaaS platform. When an emergency call is detected, the platform automatically triggers alert transmissions to monitoring devices and coordinates response activities across all services concurrently, eliminating manual information transfer and significantly reducing response time
Data Source
AI summary
A software platform includes emergency event processing functionality for detecting and mapping emergency event occurrences. The emergency event processing includes call path processing for concurrently routing an emergency call from a device registered with the software platform for a customer thereof to a public safety access point and to a monitoring device of the customer. The concurrent routing enables an operator of the monitoring device to join the emergency call, for example, by monitoring the call to determine how to notify other operators of the customer of the subject emergency event or by participating in the call to assist in the emergency event response. The concurrent routing may further automate, and therefore expedite, the signaling of an emergency event to others at the location of the emergency event, such as to prevent further risk of harm.