Emergency Services Platform Map Display Call Routing
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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 call routing and selection.
Innovation Solution
An emergency services platform that integrates call control with map display systems, allowing operators to select and route emergency calls to appropriate responders based on location information displayed on a graphical map, enabling efficient transfer of calls to secondary responder agencies.
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 call handling efficiency deteriorate
Solution Approach 1:
The system transitions from traditional queue-based call assignment to location-based visual selection on a graphical map display. Calls are represented as markers on a map, allowing operators to visually identify and select calls based on geographic location rather than waiting in a queue. This dimensional change from temporal (queue order) to spatial (location-based) allocation significantly improves call handling efficiency and response time.
Solution Approach 2:
The patent introduces a graphical map display interface as an intermediary between the call management system and the operator. This map display serves as a visual mediator that presents call location information in an intuitive format, enabling operators to quickly identify and select appropriate calls without navigating complex queue systems. The map display acts as an intermediate layer that simplifies the call selection process while maintaining system functionality.
2Loss of time
If location-based call selection on map display is implemented, then response time is improved, but interface complexity increases
Solution Approach 1:
The graphical map display interface automatically presents call information and location data without requiring operators to manually search or navigate through complex menus. The system self-organizes call markers on the map based on their geographic locations, and the interface provides intuitive interaction mechanisms (such as clicking or selecting markers) that enable operators to quickly respond to calls. This self-service approach reduces the learning curve and improves ease of operation while maintaining fast response times.
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 or a secondary responder agency. The operator position are associated with a public safety access point (PSAP) associated with the incoming emergency calls.