Dynamic Ownership Queue for Emergency Text Messages
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Solution Overview
Problem
Current emergency text message queue mechanisms are slow and inflexible, leading to inefficiencies in assigning and reassigning responsibility for handling emergency text messages, as they require preliminary ownership transactions and do not allow for immediate work on queue items by other capable PSAP operators.
Innovation Solution
Implementing a rapid assignment dynamic ownership queue system that allows multiple users to self-assign or self-reassign queue items instantly by performing work on them, eliminating the need for preliminary ownership transactions and enabling immediate action on emergency text messages, along with a configurable escalation queue for prioritizing items and a no responders online feature for dynamic response management.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If a conventional queuing mechanism is used to assign responsibility for emergency text messages, then the system maintains structured control over message distribution, but the assignment and reassignment processes become slow and inefficient due to required preliminary ownership transactions
Solution Approach 1:
The patent extracts the ownership transaction requirement from the queue mechanism, allowing PSAP operators to work on messages directly without formal assignment transactions. The queue server tracks work progress independently, separating the ownership concept from the actual message handling process, thereby eliminating the overhead that slowed down conventional systems.
Solution Approach 2:
The system performs preliminary actions by pre-notifying alternative PSAPs about incoming messages before formal assignment occurs. When a message arrives, the system proactively notifies multiple PSAPs in advance, allowing them to prepare and immediately take work when capable, rather than waiting for sequential assignment and reassignment transactions.
2Adaptability or versatility
If reassignment of queue items is enabled in conventional systems, then flexibility is improved, but speed deteriorates because reassignment must be completed before new owners can work on items
Solution Approach 1:
The system implements dynamic ownership where message assignment is fluid and continuous rather than static and transactional. PSAP operators can dynamically take work on messages based on their real-time capability and workload, with the queue server continuously tracking who is working on what, eliminating the need for formal reassignment transactions that caused time delays.
Solution Approach 2:
The queue server acts as an intermediary that mediates between messages and PSAP operators without requiring formal ownership transactions. It tracks which operator is working on which message and manages the workflow dynamically, allowing seamless transitions of work between operators without the overhead of conventional reassignment protocols.
3Reliability
If multiple PSAPs can work on the same message type, then system resilience is improved, but coordination complexity increases without a rapid assignment mechanism
Solution Approach 1:
The queue server implements a universal notification mechanism that can notify multiple PSAPs of different types (local, regional, backup) for the same message based on their capabilities and current status. This multi-functional notification system handles various PSAP configurations and failure scenarios through a single coordinated process, improving reliability without proportionally increasing complexity.
Solution Approach 2:
The system implements feedback loops where PSAPs report their capability status and workload to the queue server, which continuously adjusts message distribution accordingly. When PSAPs go offline or become unavailable, the system receives feedback and automatically reroutes messages to alternative PSAPs, maintaining system resilience through real-time adaptive coordination rather than static complex routing tables.
Data Source
AI summary
A rapid assignment dynamic ownership queue for text message sessions queues incoming text messages destined for a service bureau, at a network server. Simultaneous access is provided to any one text message of the queued incoming text messages to a plurality of operator terminals at the service bureau. Initial ownership of the one text message is assigned as a result of a first acting terminal of the plurality of operator terminals having completed an action in service to the text message, and ownership is re-assigned to a subsequent operator terminal having completed another action in service to the text message after the first acting terminal. A configurable escalation queue may be implemented to assign an escalation code to each queued item, regardless of its position in the queue list, to alter the presentation of the queue item. A No Responders Online feature can indicate if all terminal devices are “offline”.