Dynamic Call Handling Protocol for Emergency Dispatch
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Solution Overview
Problem
Existing call handling systems, particularly those using Computer Aided Dispatch (CAD) systems, are limited by static cue cards that fail to dynamically respond to emergency and non-emergency calls, leading to inconsistent questioning, inadequate information capture, and challenges in multi-agency responses, which hampers effective dispatch and reporting.
Innovation Solution
A call handling system that includes a call interface for receiving information, a processor to initiate protocols based on call data, and a network capable of transferring data to multiple CAD systems, allowing for dynamic questioning and appropriate dispatch of response units, including police, fire, and medical services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If static cue cards are used for call handling, then the system structure is simple, but the adaptability to different call situations deteriorates
Solution Approach 1:
The patent implements dynamic protocols that automatically adapt to different call situations based on the information provided by callers. The system transitions from static cue cards to dynamic decision trees that branch based on caller responses, enabling the system to adapt its questioning and dispatch recommendations in real-time according to the specific emergency situation.
Solution Approach 2:
The patent replaces the mechanical system of physical cue cards with an electronic computer-based protocol system. This substitution enables dynamic adaptability through software-driven decision logic while maintaining operational simplicity through automated guidance, resolving the contradiction between adaptability and system complexity.
2Productivity
If manual information input by CAD operators is used, then the ease of operation is maintained, but the productivity deteriorates
Solution Approach 1:
The system enables self-service by allowing the automated protocol to guide the call handling process, dynamically determining which information to collect and how to structure it. The protocol serves itself by automatically adapting its questioning sequence based on caller responses, reducing the cognitive burden on operators while maintaining ease of interaction through natural conversation flow.
Solution Approach 2:
The patent implements preliminary action by pre-programming comprehensive protocols that anticipate various call scenarios and prepare appropriate questioning sequences in advance. This allows the system to efficiently handle diverse emergency situations without requiring operators to manually structure information, thereby improving productivity while maintaining operational simplicity.
3Loss of information
If static cue cards are used, then the device complexity is low, but the information capture completeness deteriorates
Solution Approach 1:
The dynamic protocol system adaptively captures information based on the specific call situation, automatically determining which details are relevant to the emergency type and severity. This dynamic information capture ensures completeness by following structured decision trees that branch based on caller responses, capturing only the necessary information for each specific scenario rather than using a fixed comprehensive form.
Solution Approach 2:
The patent applies local quality by tailoring the information capture process to each specific call situation. Different emergency types (fire, medical, police) have specialized protocols that capture locally relevant information, ensuring that each situation receives focused attention on its specific requirements rather than applying a uniform information collection approach.
4Adaptability or versatility
If cue cards are used for multi-agency responses, then the ease of operation is maintained, but the adaptability to complex situations deteriorates
Solution Approach 1:
The patent implements universality by designing a single integrated protocol system that handles multiple emergency types and coordinates multiple agencies (fire, police, medical) through unified decision logic. The system universally applies appropriate protocols based on the emergency situation, automatically determining which agencies to dispatch and what information to communicate to each, thereby managing multi-agency complexity through a single versatile interface.
Data Source
AI summary
Systems and methods are presented for handling calls. In one embodiment of the invention, a call handling system is configured for handling a variety of emergency and/or non emergency related calls. For example, the call handling system may allow a call handler to recognize and respond to certain received call information, such as that information relating to fire, police, emergency medical and/or homeland security. The call handling system comprises a call interface configured for receiving the call information. A processor is communicatively coupled to the call interface and configured for processing the call information to initiate a protocol. This protocol may, as it progresses, be used to generate data for use in a CAD system. The CAD system may subsequently dispatch responders based on the generated data.