Wireless PSAP Supervisor Telephony for Remote Call Handling
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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 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 positions, enabling functions like joining, muting, transferring, and answering calls, using wireless communication technologies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If supervisors walk around supervising call takers, then they can directly monitor call quality and supervise operations, but they cannot simultaneously handle calls themselves
Solution Approach 1:
The wireless device acts as an intermediary tool that allows the supervisor to remotely access and control call operations. By pairing the device with calltaker positions, the supervisor can manage calls without physically being at the calltaker's location, thus resolving the conflict between monitoring and handling calls simultaneously
Solution Approach 2:
The wireless device provides multiple functions including call management, position identification, and wireless communication in a single portable unit. This multi-functionality enables supervisors to perform both supervision and call handling tasks through one device, increasing overall productivity while maintaining supervision quality
2Ease of operation
If supervisors use traditional telephone operations, then they can handle calls directly, but they lack access to input devices when away from their positions
Solution Approach 1:
The patent replaces traditional mechanical input devices (keyboards, mice) with wireless communication and automated position recognition. The system uses wireless signals to transmit control commands and automatically identifies the supervisor's location, eliminating the need for physical input devices when the supervisor is mobile
Solution Approach 2:
The system automatically detects the supervisor's position and establishes appropriate connections without requiring manual input device interaction. The wireless device self-configures with calltaker positions and automatically provides call management capabilities, making the system easier to operate while reducing device complexity requirements
3Reliability
If multiple wireless connections are used for communication, then communication reliability is improved, but power consumption increases
Solution Approach 1:
The wireless device uses periodic connection establishment and maintenance rather than continuous operation. Connections are established when needed for specific call management tasks and can be terminated or put on hold when not actively used, reducing overall power consumption while maintaining communication reliability during active periods
Solution Approach 2:
The system dynamically adjusts its communication strategy based on the supervisor's location and current tasks. When the supervisor is stationary at a calltaker position, the system establishes stable wireless connections for reliable communication. When mobile, the system adapts connection parameters to balance reliability with lower power consumption, optimizing the trade-off between these two parameters
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.