Emergency Call Routing Using Multi-System Operator Status
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Solution Overview
Problem
Existing emergency call routing systems do not utilize status information from systems other than the primary emergency call handling system, leading to potential misrouting of calls to operators who are already busy with other tasks, such as dispatching or managing incidents, resulting in inefficient call distribution.
Innovation Solution
The system uses real-time status information from multiple emergency systems, including CAD and radio systems, to determine the true availability of call operators and implement dynamic routing rules that ensure incoming emergency calls are directed to available and appropriate operators, thereby optimizing call distribution.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If routing rules only use information from the emergency call handling system, then the routing system is simple and easy to implement, but calls may be routed to operators who are already busy with other tasks, reducing call handling efficiency
Solution Approach 1:
The patent merges multiple information sources (emergency call handling system, CAD system, radio system) into a unified routing decision-making process. The routing system integrates status information from these separate systems to comprehensively assess operator availability, resolving the contradiction by combining data streams to improve call handling efficiency while maintaining manageable system complexity through standardized integration protocols.
Solution Approach 2:
The routing system is designed to handle multiple types of information from different sources (call status, dispatch status, radio communication status) through a universal routing algorithm. This multi-functional approach allows the same routing infrastructure to process diverse data types and make comprehensive routing decisions, improving productivity without proportionally increasing complexity.
2Measurement precision
If multiple systems are integrated to obtain comprehensive operator status information, then call routing accuracy improves, but system complexity and integration difficulty increase
Solution Approach 1:
The patent introduces an intermediary routing system that acts as a mediator between multiple source systems (CAD, radio, call handling) and the call routing function. This intermediary layer standardizes data extraction and integration, improving measurement precision of operator availability while managing integration complexity through a centralized coordination point that handles information synthesis and routing logic.
Solution Approach 2:
The system implements feedback mechanisms where status information from multiple systems continuously updates the routing decisions. The routing system receives real-time feedback from CAD systems about dispatch status, from radio systems about communication status, and from the call handling system about call status, synthesizing this feedback to accurately assess operator availability and dynamically adjust routing.
Data Source
AI summary
In an emergency response system, a first set of information is used to determine (i) a first set of operator positions to whom an emergency call can be sent and (ii) an identify of a first operator identifier for each operator position in the first set of operator positions based on a set of rules. The first operator identifier for each operator position in the first set of operator positions is mapped with a second operator identifier known to a second system. A subset of the first set of operator positions is determined based on the set of rules using real-time operator information obtained from the second system associated with each of the second operator identifiers. The real-time operator information is different from the first set of information. The emergency call is routed to at least one operator position in the second set of operator positions.