PSAP Callback Routing After Emergency Call Outages
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Solution Overview
Problem
Public Safety Answering Points (PSAPs) experience communication outages due to various reasons, leading to missed emergency calls and messages, which current systems fail to effectively address by reconnecting callers and providing necessary information to calltakers.
Innovation Solution
A method and system for detecting communication outages at PSAPs, identifying missed calls, determining the responsible calltaker, and initiating a callback process using stored call data and location information to reconnect with callers, ensuring continuity of emergency services.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a PSAP experiences a communication outage, then emergency calls and messages cannot be received, but the system lacks the capability to detect and address the outage automatically
Solution Approach 1:
The system performs preliminary actions by comparing call detail records against a database of received calls to identify missed calls before initiating callback procedures. This proactive detection and preparation of callback information resolves the contradiction by establishing reliability measures in advance rather than reacting to outages after they impact service delivery.
Solution Approach 2:
The system implements feedback mechanisms by continuously monitoring call outcomes and using comparison logic to detect when calls were placed but not received. This feedback loop enables automatic identification of outages and triggers appropriate callback actions, resolving the contradiction between maintaining service reliability and avoiding complex manual intervention systems.
2Measurement precision
If the system implements comprehensive call tracking and comparison, then missed calls can be identified accurately, but the processing time and system complexity increase
Solution Approach 1:
Call detail records are obtained and prepared in advance, and the comparison against the database of received calls is performed systematically using predetermined logic. This preliminary organization of data and establishment of comparison criteria enables accurate missed call identification without requiring complex real-time processing, thus resolving the contradiction between measurement precision and time loss.
3Productivity
If the system automatically initiates callback procedures, then service continuity is maintained, but the automation complexity and resource requirements increase
Solution Approach 1:
The system performs self-service by automatically comparing call records, identifying missed calls, determining callback necessity, and initiating callback procedures without external intervention. This self-service automation resolves the contradiction by improving productivity through streamlined operations while containing automation complexity within defined procedural boundaries rather than requiring overarching complex automation infrastructure.
Data Source
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AI summary
A method includes performing a first determination that a first communication was placed from a telephone number but was not received by a public safety answering point (PSAP); identifying the telephone number; and performing a second determination whether a response to a second communication to the telephone number was received.