Wireless PSAP Call Pad for Mobile Supervisor Call Control
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Solution Overview
Problem
Supervisors at 911 Public Safety Answering Points (PSAPs) face challenges in managing calls due to staffing shortages, as they often need to walk around supervising call takers while also handling calls, lacking access to input devices to interact with calls effectively.
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 a computer, enabling functions like dialing, conferencing, and joining calls, using wireless communication technologies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If supervisors walk around supervising call takers, then they can directly monitor call takers, but they cannot effectively handle calls due to lack of access to input devices
Solution Approach 1:
The system divides call management functions into two parts: the call taker's computer handles call processing, while the supervisor's portable device handles monitoring and control. This segmentation allows the supervisor to be mobile while maintaining effective call management through remote access to call information and control capabilities.
Solution Approach 2:
The portable device acts as an intermediary between the supervisor and the call taker's computer. It provides the supervisor with access to call information, audio feeds, and control functions without requiring the supervisor to be physically present at the call taker's workstation, thus enabling mobility while maintaining operational effectiveness.
2Productivity
If supervisors handle calls manually, then they can directly manage calls, but productivity decreases due to dual responsibilities and lack of efficient tools
Solution Approach 1:
The portable device is designed as a multi-functional tool that combines call monitoring, audio listening, control function execution, and mobility in one device. This universal device enables supervisors to handle multiple responsibilities efficiently without requiring complex setups at each workstation.
Solution Approach 2:
The system automatically establishes wireless connections between the portable device and call taker computers, and the portable device autonomously displays call information and controls without manual configuration. This self-service capability simplifies the system from the supervisor's perspective while maintaining high productivity.
3Ease of operation
If supervisors are assigned to specific positions, then they have access to input devices, but they cannot supervise call takers effectively due to fixed location constraints
Solution Approach 1:
The system transforms the static, fixed-position call management setup into a dynamic, mobile configuration. The portable device can be moved between different call taker positions, allowing the supervisor to dynamically adapt their location to supervision needs while maintaining full access to call management functions through wireless connectivity.
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.