Emergency Services Platform Map Display for Call Routing
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Traditional emergency call management systems are inefficient in handling clusters of calls related to the same incident, leading to delayed responses as they rely on queue-based assignment rather than location-based identification and selection.
Innovation Solution
An emergency services platform integrates with communication networks to receive and process emergency calls, providing a graphical map display for operators to select and transfer calls based on location, enabling efficient routing of calls to the appropriate responder.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If traditional queue-based call assignment is used, then system simplicity is maintained, but response time and operational efficiency deteriorate
Solution Approach 1:
The system transitions from traditional queue-based call assignment to a geographic map-based visual interface. Operators can see the location of emergency calls on a map and manually select which calls to answer, adding a spatial dimension to call management. This enables faster response to critical calls while maintaining system simplicity through intuitive visual interaction rather than complex automated algorithms.
Solution Approach 2:
The system provides operators with autonomous decision-making capability through the map display interface. Operators can independently select which calls to answer based on their judgment of urgency and location, without being constrained by automated queue assignment. This self-service approach improves response time by allowing operators to prioritize critical calls while maintaining operational simplicity.
2Adaptability or versatility
If automated call assignment algorithms are used, then operational simplicity is maintained, but ability to handle incident clusters deteriorates
Solution Approach 1:
The map-based interface provides a spatial visualization of call locations, enabling operators to instantly identify clusters of calls related to the same incident. This geographic dimension allows operators to manually group and prioritize calls by location, improving adaptability to incident clusters while maintaining operational simplicity through intuitive visual inspection rather than complex automated clustering algorithms.
Solution Approach 2:
The system pre-displays all incoming emergency calls on the map interface before operators make selection decisions. This preliminary visualization allows operators to pre-identify incident clusters and prioritize calls proactively, improving the system's ability to handle multiple incidents simultaneously while maintaining ease of operation through straightforward visual selection.
Data Source
AI summary
A method and system of emergency call management is provided. Emergency calls received at an emergency service platform (ESP) through one or more communication networks are associated with location information. The location information is identified to a map server through an i3 event logging protocol to be displayed on graphical map displays at operator positions. An operator of an operator position can then select a call from the graphical map display and an associated responder client will request that the emergency call be routed by the ESP to the operator. The operator position are associated with a public safety access point (PSAP) associated with the incoming emergency calls.