Wireless PSAP Telephony for Mobile Supervisor Call Management

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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 supervise call takers while also handling emergency and administrative calls, lacking access to input devices when not at their designated positions.

Innovation Solution

A wireless device, referred to as 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 joining, transferring, and muting calls, even when not at their workstation.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If supervisors remain at their designated workstations to manage calls, then call management capability is maintained, but flexibility and ability to supervise calltakers mobility is reduced

Engineering Contradiction:

Improvesupervisor mobilityVSAvoidcall management accessibility

Core Design Contradiction:

Adaptability or versatilityVSEase of operation

Solution Approach 1:

The patent creates a portable copy of the call management system through a wireless device (smartphone, tablet, or mobile computer) that replicates the functionality of the fixed workstation. This portable device contains the same software applications, databases, and communication interfaces, allowing supervisors to access call management capabilities anywhere in the facility without being tied to a specific workstation.

Inventive Principle:

Principle #26Copying

Solution Approach 2:

The wireless device serves multiple functions: it acts as a call management terminal, a communication device, and a supervisory tool. The device can connect to various networks (wireless LAN, cellular, satellite) and interface with different systems (PSAP computer, calltaker workstation, emergency response system), making it a universal tool that adapts to different operational contexts and locations.

Inventive Principle:

Principle #6Universality (Multi-functionality)

2Speed

If supervisors use fixed workstations for call management, then system stability is maintained, but response time when not at designated positions increases

Engineering Contradiction:

Improvecall management response timeVSAvoidtime to access call management system

Core Design Contradiction:

SpeedVSLoss of time

Solution Approach 1:

By creating a portable copy of the call management system on a wireless device, supervisors can access the system immediately upon approaching any position, eliminating the need to return to or wait for a fixed workstation. The portable device maintains continuous connectivity through wireless networks, ensuring real-time access to call management functions regardless of location.

Inventive Principle:

Principle #26Copying

3Adaptability or versatility

If supervisors have access to input devices at all positions, then operational flexibility is improved, but device complexity and security requirements increase

Engineering Contradiction:

Improveinput device availabilityVSAvoidwireless communication system complexity

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The patent uses a portable wireless device that contains a simplified copy of the necessary input interfaces (keyboard, touchscreen, mouse) and communication capabilities. This portable copy reduces the need for complex fixed infrastructure at every position while maintaining essential input functionality. The device handles authentication and security through its own integrated systems rather than requiring complex centralized control.

Inventive Principle:

Principle #26Copying

4Productivity

If supervisors manually monitor calltakers, then direct supervision quality is improved, but productivity and time available for other duties decreases

Engineering Contradiction:

Improvesupervisor productivityVSAvoidtime for dual duties

Core Design Contradiction:

ProductivityVSLoss of time

Solution Approach 1:

The patent replaces manual physical monitoring with an electronic system that automatically transmits call information and status updates to the supervisor's wireless device. The system automatically captures call data, monitors calltaker status, and presents relevant information on the portable device, eliminating the need for continuous manual observation while maintaining comprehensive supervision capability.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Data Source

PatentUS20250338353A1Telephony devices for public safety answering points

Publication Date: 2025.10.30 INTRADO LIFE & SAFETY INC

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.