Dynamic Call Rerouting in Dispatch Centers
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Public safety command centers face inefficiencies in handling multiple calls during incidents due to limited availability of call handlers, leading to queued calls being delayed as systems poorly monitor and distribute calls to available handlers.
Innovation Solution
A system and method using electronic processors to analyze call lengths and key incident factors to dynamically reroute queued calls from one call handler to another, ensuring calls are connected to the next available handler, thereby reducing wait times and queue sizes.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If calls are handled by a single call handler system without dynamic rerouting, then call handling simplicity is maintained, but call queue size increases and wait time increases
Solution Approach 1:
The system dynamically monitors call handler availability and reroutes queued calls in real-time based on current status, transforming a static call distribution system into a dynamic one that adapts to changing conditions, thereby reducing wait times while maintaining operational simplicity
Solution Approach 2:
The system continuously monitors call handler status and queue conditions, using this feedback information to make intelligent rerouting decisions that optimize call distribution and minimize wait times without requiring complex manual intervention
2Productivity
If multiple call handlers are used to reduce queue size, then call handling capacity increases, but system complexity increases
Solution Approach 1:
The call distribution system automatically monitors its own state and makes routing decisions without external intervention, allowing multiple call handlers to be managed efficiently through self-service mechanisms that reduce the perceived complexity for users
Solution Approach 2:
The electronic computing device performs multiple functions including call reception, status monitoring, queue management, and dynamic rerouting, consolidating what would otherwise require separate complex systems into a single multi-functional platform
3Speed
If queued calls are monitored and rerouted dynamically, then call connection speed improves, but system complexity increases
Solution Approach 1:
The system performs preliminary monitoring and analysis of call handler status and queue conditions before rerouting is needed, preparing routing decisions in advance so that when rerouting is required, it can execute rapidly, thus improving connection speed while managing complexity through proactive preparation
Data Source
Figure 1
Figure 2~3
Figure 4
AI summary
Methods and systems for improving a call queue at a dispatch center. One system includes an electronic computing device communicatively coupled to a first call workstation (210) and a second call workstation (210). The electronic computing device includes an electronic processor (405) configured to receive a first call, direct the first call to the first call workstation (210), analyze the first call for a key incident factor, calculate a first estimated call length based on the key incident factor, and determine, based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation (210) or to the second call workstation (210).