Outbound SMS Notifications for Emergency Callers
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Solution Overview
Problem
Traditional CAD systems in PSAPs only display call data after calls have been routed and answered, leading to delayed information display and reduced awareness of nearby or unanswered emergency calls among telecommunicators, especially during large public emergencies.
Innovation Solution
An emergency system that enables telecommunicators to send messages to groups of emergency callers reporting the same event, using a user interface with a map and signal indicators to select geographic regions and configure outbound messages, which are then transmitted via SMS or text messages.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If traditional CAD systems only display call data after calls have been routed and answered, then the system maintains simple data access protocols, but the information display is delayed and telecommunicators have reduced awareness of nearby or unanswered emergency calls
Solution Approach 1:
The system sends outbound SMS notifications to emergency callers before their calls are answered by telecommunicators. This preliminary action provides callers with information about nearby emergency calls and encourages them to hang up or text instead, reducing the backlog before telecommunicators need to handle these calls.
Solution Approach 2:
An automated notification system acts as an intermediary between the CAD system and emergency callers. This intermediary sends SMS messages to callers based on their proximity to other emergency calls, managing caller behavior without requiring direct human intervention from telecommunicators.
2Ease of operation
If traditional CAD systems only display call location to the handling telecommunicator, then the system maintains simple interface design, but telecommunicators remain unaware of nearby or unanswered emergency calls in their region
Solution Approach 1:
The system segments emergency calls by geographic location and sends targeted notifications to callers in specific regions. By dividing the service area into zones and managing notifications separately for each zone, the system provides regional awareness information without overwhelming the interface with all calls across the entire service area.
Solution Approach 2:
The system automatically identifies callers who should receive notifications based on their proximity to other emergency calls and sends notifications without requiring telecommunicator intervention. This self-service approach maintains interface simplicity while improving regional awareness through automated geographic-based notification routing.
3Quantity of substance
If many individuals call about a single highly-visible emergency, then the system receives comprehensive information about the event, but the call backlog becomes large and exceeds telecommunicator capacity
Solution Approach 1:
The system converts the harmful effect of large call backlogs into a benefit by using the volume of calls itself as the trigger for automated notifications. When multiple calls from the same geographic area are detected, the system automatically sends SMS notifications to subsequent callers, explaining the situation and encouraging them to text or hang up, thereby reducing the harmful backlog effect.
Solution Approach 2:
The system performs preliminary analysis of call patterns and sends automated notifications before the call backlog becomes unmanageable. By detecting geographic clusters of emergency calls and proactively notifying callers about the situation, the system reduces incoming call volume in advance, preventing productivity degradation.
Data Source
AI summary
An emergency system for sending outbound messages to emergency callers receives data signals related to emergency calls that have been answered at a public safety answering point (PSAP) and data signals related to emergency calls that have not been answered. A user of the emergency system can select a geographic area, e.g., an area with a high volume of unanswered calls, and configure a message to be sent to the phone numbers associated with unanswered emergency calls within the geographic area.