Communications Device Emergency Call Redirection via Private Center Failure Detection
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Solution Overview
Problem
In emergency situations, clients using private assistance services may face delays in receiving emergency assistance due to call failures or high call volumes, as their communications devices lack the capability to automatically redirect calls to public safety answering points (PSAPs) when private response centers are unreachable or overwhelmed.
Innovation Solution
A communications device with a simplified input interface, capable of recognizing call failures or rejections, prompts users to indicate if an emergency exists and automatically places a call to a PSAP, using signals like SMS or DTMF tones to facilitate quick redirection to 9-1-1 services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If clients use private assistance services for emergency calls, then they receive familiar navigation and concierge services, but they experience delays or failures in reaching public safety answering points when private centers are overwhelmed or unreachable
Solution Approach 1:
The patent introduces an intermediary detection mechanism that monitors the status of private assistance service calls and automatically detects when calls fail to reach agents or are rejected. This intermediary system then mediates by automatically placing a second call to the appropriate public safety answering point, ensuring reliable emergency service delivery while maintaining the familiar private service interface for users.
Solution Approach 2:
The system performs preliminary actions by pre-configuring alternative PSAP numbers and detection logic within the communications device before emergencies occur. When a call to private assistance is placed, the system is already prepared to detect call failures and automatically initiate redirection to PSAPs without requiring user intervention during the emergency situation.
2Loss of time
If the system automatically redirects calls to PSAPs when private services fail, then emergency response time is reduced, but the device complexity increases due to additional call management capabilities
Solution Approach 1:
The communications device performs self-service by automatically detecting call failures to private assistance services and independently placing redirection calls to PSAPs without requiring external system intervention or complex infrastructure. The device uses its own resources and capabilities to monitor call status and execute automatic redirection, minimizing the need for additional system complexity while reducing time to reach emergency services.
3Loss of energy
If the system prompts users before placing second calls to PSAPs, then unnecessary emergency calls are avoided, but the response time is delayed due to additional user interaction steps
Solution Approach 1:
The patent implements dynamic prompting that adapts to the specific emergency context. The system evaluates the type of emergency and the confidence level of call failure detection to dynamically determine whether to prompt the user or automatically place the second call. For high-confidence failures or critical emergencies, the system proceeds automatically without prompting, while for uncertain cases or non-critical situations, it prompts the user to confirm, thus balancing time loss and energy conservation dynamically.
Data Source
AI summary
Systems and methods are provided for connecting a caller to an alternate telephone number, such as 9-1-1, when a call to a private response center does not result in immediate assistance, or when it is recognized by the private response center that emergency services are needed at the caller's location. In one example, when the call to the private response center does not connect, the private response center may explicitly reject the call, causing the calling device to take action to call an emergency services telephone number, if needed. In another example, the call to the private response center may reach a customer service representative who recognizes that emergency services are needed. A signal is then sent to the calling device causing the device to call 9-1-1 directly.