Emergency Dispatch Portal Prioritizing Calls via Automated Data Retrieval
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Solution Overview
Problem
Current emergency dispatch systems face inefficiencies and delays due to communication barriers, language issues, and technical challenges, such as difficulty in locating callers in noisy or unfamiliar locations, and handling abandoned calls, which can lead to delayed or failed responses.
Innovation Solution
An emergency portal and dispatch system that prioritizes calls by allowing callers to electronically provide emergency information, such as priority and type, directly to dispatch centers, using a unified interface that integrates with computer-aided dispatch systems, and includes features like text-to-speech and pre-defined emergency phrases to facilitate communication, reducing the need for repetitive questioning and enhancing data transmission to responders.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If a dispatcher asks a multitude of questions to determine caller information, then the dispatcher can identify the caller's name, emergency type, and location, but the response time is delayed due to the time-consuming questioning process
Solution Approach 1:
The system performs preliminary actions by automatically capturing caller information (name, location, emergency type) through data mining and database queries before the dispatcher needs to ask questions. The system proactively retrieves ANI/ALI data, GPS coordinates, and caller details, presenting them to the dispatcher in advance, thus eliminating the time-consuming questioning process while ensuring information completeness.
Solution Approach 2:
The patent replaces the mechanical questioning process with an automated electronic information retrieval system. Instead of the dispatcher verbally asking questions and manually recording answers, the system automatically queries databases, mines data from caller records, and electronically presents information, substituting the manual mechanical process with an automated electronic system that achieves the same information-gathering goal much faster.
2Reliability
If the dispatcher relies on audible voice communication to detect emergency information, then the system can process calls with clear voice, but calls with no audible voice or background noise are flagged as abandoned and require re-bid waiting periods of 30-40 seconds
Solution Approach 1:
The system introduces an intermediary data mining and analysis layer between the voice call and the abandonment decision. Instead of directly flagging calls as abandoned based solely on voice detection, the system queries ANI/ALI databases, analyzes call patterns, retrieves location data, and cross-references multiple information sources to determine whether a call should be abandoned, using this intermediary process to make more accurate determinations.
Solution Approach 2:
The system implements feedback mechanisms by continuously monitoring call status, voice detection results, and database query outcomes, then adjusting the abandonment decision based on this feedback. The system provides feedback loops where information from multiple sources (voice analysis, database queries, location data) is synthesized to inform the final determination, allowing the system to distinguish between genuine abandoned calls and calls with temporary voice issues.
3Loss of information
If the system uses ANI/ALI database to retrieve caller location information, then the physical address can be obtained, but this information may not be useful for mobile phones or VoIP phones that are utilized at locations far removed from the physical location on file
Solution Approach 1:
The system achieves universality by implementing a multi-source location retrieval mechanism that works across different phone types. It queries ANI/ALI databases for traditional phones, simultaneously retrieves GPS coordinates from mobile devices, and captures IP-based location data from VoIP services. This multi-functional approach ensures the system can obtain accurate location information regardless of the caller's device type, making the system universally applicable to all communication platforms.
Solution Approach 2:
The system employs dynamic location retrieval by adapting its information gathering strategy based on the detected phone type. For mobile phones, it dynamically queries GPS coordinates; for VoIP phones, it dynamically retrieves IP-based location data; for traditional landlines, it uses ANI/ALI database queries. This dynamic adaptation allows the system to flexibly adjust its information retrieval methods to match the capabilities and characteristics of different communication devices.
4Reliability
If the emergency dispatcher listens for 30-40 seconds to detect audible voice before flagging as abandoned, then the system can identify genuine abandoned calls, but this waiting period consumes significant time for each call
Solution Approach 1:
The system performs preliminary actions by initiating parallel processes during the waiting period: querying ANI/ALI databases, analyzing call patterns, retrieving location data, and cross-referencing multiple information sources simultaneously. This preliminary information gathering occurs in parallel with the voice detection waiting period, so that when the 30-40 second period elapses, the system already has comprehensive data to make an informed abandonment decision, eliminating the need for sequential processing and improving overall productivity.
Data Source
AI summary
A computer aided prioritization (CAP) system may receive, from the emergency event reporter device, an emergency event including a priority selected from a set of event priorities and a type of event selected from a set of event types associated with the selected event priority; determine, based on the emergency event and without querying the emergency event reporter device for additional information, whether the emergency event indicates a higher priority emergency event to be handled by a computer aided dispatch (CAD) system or a lower priority emergency event to be handled automatically by a computer aided event module (CAEM); and selectively route the emergency event report to at least one of the CAD system and the CAEM according to the determination.