Emergency Call Routing With ANI Screening for PSAP Capacity
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Solution Overview
Problem
North American public safety answering points (PSAPs) face an overwhelming shortage of call takers, leading to increased wait times and insufficient treatment of urgent calls due to a high volume of nuisance calls from deactivated mobile phones with invalid automatic number identifications (ANI), such as 000-911-0000 or 911-000-0000, which are considered Non-service Initialized (NSI) calls.
Innovation Solution
Implementing a precision routing system that includes a first agent to determine the validity of ANI and route calls to a second agent for emergency confirmation, and a second agent to determine the legitimacy and location of the emergency, ultimately routing the call to the appropriate PSAP based on criteria such as proximity and jurisdiction, using machine-learning algorithms for improved call handling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If all incoming calls are routed to PSAP agents for handling, then every call receives attention, but wait times increase and agent resources are wasted on nuisance calls
Solution Approach 1:
The system performs preliminary validation of the ANI parameter before routing the call to a PSAP agent. By checking whether the ANI is valid (not a NSI number) in advance, the system filters out nuisance calls before they reach human agents, reducing wait times while ensuring legitimate calls are still handled reliably
Solution Approach 2:
The system introduces an intermediary validation mechanism between the incoming call and the PSAP agent. This intermediary checks the ANI parameter and determines whether to route the call to a human agent or handle it through automated means, thereby protecting agent resources from nuisance calls while maintaining reliable handling of legitimate emergencies
2Ease of operation
If NSI calls with invalid ANI are routed to PSAP, then they receive call treatment, but they consume valuable agent time and resources
Solution Approach 1:
The system performs preliminary validation of the ANI parameter to determine if the call is from a NSI device. By identifying and filtering these calls before they reach human agents, the system maintains simple automated routing for nuisance calls while preserving agent productivity for legitimate emergencies
Solution Approach 2:
The system segments incoming calls into two categories: calls with valid ANI that are routed to human agents, and NSI calls with invalid ANI that are handled through automated means. This segmentation allows the system to maintain ease of operation through automated classification while protecting agent productivity by directing only legitimate calls to human handlers
3Device complexity
If recorded announcement is played for all calls during high volume, then queue management is simplified, but urgent calls receive insufficient treatment
Solution Approach 1:
The system applies different handling qualities to different types of calls based on their ANI validation results. Legitimate calls with valid ANI receive high-priority human agent treatment, while NSI calls with invalid ANI receive automated handling with recorded announcements. This local differentiation ensures that urgent calls receive appropriate treatment while maintaining simplified queue management for automated calls
4Measurement precision
If human agents handle all incoming calls, then call accuracy is maximized, but the shortage of call takers cannot be overcome
Solution Approach 1:
The system segments call handling between automated systems and human agents based on ANI validation. Automated systems handle NSI calls with invalid ANI through recorded announcements and basic routing, while human agents focus on legitimate calls with valid ANI. This segmentation allows the system to maintain high assessment accuracy for legitimate calls while increasing overall productivity by reducing the burden on limited human resources
Data Source
AI summary
A method implemented by a system, the method comprising: receiving a call; determining whether an automatic number identification of the call is valid; and routing the call to an agent.