Portable Wireless PSAP Telephony for Remote Call Management
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Solution Overview
Problem
Supervisors at 911 Public Safety Answering Points (PSAPs) often face staffing shortages, requiring them to handle both supervisory and call-taking duties, which limits their ability to manage calls effectively when not at their designated position due to lack of access to input devices.
Innovation Solution
A portable wireless device, the Super Sidekick, equipped with a 10-key numeric pad and action keys, allows supervisors to remotely manage calls by pairing with supervisor and calltaker computers, enabling functions like call transfer, joining, and audio output via wireless communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If supervisors remain stationary at their designated positions to manage calls, then call handling capability is maintained, but mobility and ability to supervise other areas is limited
Solution Approach 1:
The patent extracts the essential call management functionality from the fixed desk setup and places it in a portable wireless device that supervisors can carry. The device includes a wireless interface for receiving calls, a display for showing call information, and controls for managing calls, thereby separating the core function from its traditional fixed location dependency.
Solution Approach 2:
The portable device serves multiple functions: it acts as a call receiver, displays call information, provides call management controls, and can interface with various input devices (keyboard, mouse, touchpad). This multi-functional design allows supervisors to perform call management tasks anywhere in the PSAP without being tied to a specific workstation.
2Adaptability or versatility
If supervisors use portable wireless devices to manage calls remotely, then mobility is improved, but device complexity and need for multiple wireless connections increases
Solution Approach 1:
The patent introduces a wireless access point as an intermediary component that facilitates communication between the portable device and the PSAP's telephony system. This access point handles the complex wireless connection management, allowing the portable device to communicate with the call management system without requiring the supervisor to directly manage multiple connection protocols.
3Productivity
If supervisors are pulled from their designated positions to assist with calls, then call handling capacity increases, but supervision quality and response time to position issues deteriorates
Solution Approach 1:
The portable device enables supervisors to independently manage calls without needing to return to their designated positions or have assistance from other staff. The device provides all necessary call management functions locally, allowing supervisors to handle calls autonomously while remaining mobile throughout the PSAP.
Data Source
AI summary
A method is implemented by a device and includes receiving a position ID; determining whether a first input was received on a first pad of the device within a predetermined period of the receiving; transmitting a device communication request via a first wireless connection of the device, wherein the communication request indicates the position ID; and receiving, via the first wireless connection, a communication response including audio of a telephone call.