U.S. patent application number 14/828175 was filed with the patent office on 2015-12-10 for emergency 9-1-1 portal and application.
The applicant listed for this patent is Thomas M. Klaban. Invention is credited to Thomas M. Klaban.
Application Number | 20150358461 14/828175 |
Document ID | / |
Family ID | 50233288 |
Filed Date | 2015-12-10 |
United States Patent
Application |
20150358461 |
Kind Code |
A1 |
Klaban; Thomas M. |
December 10, 2015 |
EMERGENCY 9-1-1 PORTAL AND APPLICATION
Abstract
A computer aided prioritization (CAP) system may receive, from
the emergency event reporter device, an emergency event including a
priority selected from a set of event priorities and a type of
event selected from a set of event types associated with the
selected event priority; determine, based on the emergency event
and without querying the emergency event reporter device for
additional information, whether the emergency event indicates a
higher priority emergency event to be handled by a computer aided
dispatch (CAD) system or a lower priority emergency event to be
handled automatically by a computer aided event module (CAEM); and
selectively route the emergency event report to at least one of the
CAD system and the CAEM according to the determination.
Inventors: |
Klaban; Thomas M.; (West
Bloomfield, MI) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Klaban; Thomas M. |
West Bloomfield |
MI |
US |
|
|
Family ID: |
50233288 |
Appl. No.: |
14/828175 |
Filed: |
August 17, 2015 |
Related U.S. Patent Documents
|
|
|
|
|
|
Application
Number |
Filing Date |
Patent Number |
|
|
13608141 |
Sep 10, 2012 |
9112996 |
|
|
14828175 |
|
|
|
|
Current U.S.
Class: |
455/404.2 ;
455/404.1 |
Current CPC
Class: |
H04W 4/029 20180201;
H04W 4/90 20180201; H04M 11/04 20130101; B60R 25/33 20130101; H04M
3/5116 20130101; G08B 25/006 20130101; H04M 7/0075 20130101; G08B
25/016 20130101 |
International
Class: |
H04M 3/51 20060101
H04M003/51; H04W 4/02 20060101 H04W004/02; H04W 4/22 20060101
H04W004/22; H04M 7/00 20060101 H04M007/00; H04M 11/04 20060101
H04M011/04 |
Claims
1. A system, comprising: a computer aided prioritization (CAP)
system in communication with a computer aided dispatch (CAD)
system, a computer aided event module (CAEM), and an emergency
event reporter device, the CAP system configured to: receive, from
the emergency event reporter device, an emergency event including a
priority selected from a set of event priorities; determine, based
on the emergency event and without querying the emergency event
reporter device for additional information, whether the emergency
event indicates a higher priority emergency event to be handled by
the CAD system or a lower priority emergency event to be handled
automatically by the CAEM; and selectively route the emergency
event report to at least one of the computer aided dispatch (CAD)
system and the computer aided event module (CAEM) according to the
determination.
2. The system of claim 1, the emergency event including a type of
event selected from a set of event types associated with the
selected event priority, the computer aided prioritization (CAP)
system further configured to supplement information included in the
emergency event according to a predetermined rule for including
additional information based at least in part on the type of
event.
3. The system of claim 2, the computer aided prioritization (CAP)
system further configured to present the selected event priority,
the type of event, and the additional information to the dispatcher
associated with the computer aided dispatch (CAD) system before a
communications session is established between a dispatcher of the
CAD system and the emergency event reporter device.
4. The system of claim 2, the predetermined rule for including
additional information in the emergency event report including at
least one of: (i) a rule making pre-entered emergency information
available based on at least one of the selected event priority and
the type of event; (ii) a rule including telematics data in the
emergency event report for events including a vehicle; (iii) a rule
including health information in the emergency event report for
events requiring medical attention; (iv) a rule including
additional contact information in the emergency event report for
events requiring notification of emergency contacts; (v) a rule
including floor-plan information for events requiring access to a
building; (vi) a rule including picture or video information for
events for which picture or video information is available; and
(vii) a rule including vehicle information for events that involve
vehicles.
5. The system of claim 4, the computer aided prioritization (CAP)
system further configured to store the pre-entered emergency
information on at least one of the emergency event reporter devices
and a remote database in communication with the computer aided
prioritization (CAP) system.
6. The system of claim 1, the computer aided prioritization (CAP)
system further configured to: present information associated with a
plurality of emergency event reports in a graphical user interface,
each event being identified at least according to the selected
event priority and the type of event; and indicate in the graphical
user interface which events are being handled by a dispatcher
associated with the CAP system, and which events are being handled
by the computer aided event module (CAEM).
7. The system of claim 1, the computer aided prioritization (CAP)
system further configured to receive at least one of automatic
number identification (ANI) and automatic location information
(ALI).
8. The system of claim 7, the computer aided prioritization (CAP)
system further configured to supplement information included in the
event report with additional information identified as associated
with the event report based on at least one of the automatic number
identification (ANI) and the automatic location information
(ALI).
9. The system of claim 7, the computer aided prioritization (CAP)
system further configured to present the selected event priority
and the type of event to a dispatcher associated with the computer
aided dispatch (CAD) system accompanied by at least one of the
automatic number identification (ANI) and the automatic location
information (ALI).
10. The system of claim 1, the computer aided prioritization (CAP)
system further configured to: determine whether additional
information was included in the emergency event as submitted; if
the additional information was included in the emergency event,
route the emergency event without additional supplementation; and
if the additional information was not included in the emergency
event, supplement the information in the emergency event.
11. The system of claim 1, the set of event priorities including at
least two of a high priority event indicative of a life-threatening
event requiring urgent assistance, a medium priority event
indicative of a non-life threatening event requiring urgent
assistance, and a low priority event indicative of a non-life
threatening event not requiring urgent assistance.
12. The system of claim 1, the set of event priorities including at
least one of a third party priority event indicative of a report of
information where a user of the emergency event reporter device is
not involved, and an anonymous event priority indicative of a
report of information where the user of the emergency event
reporter device is not involved and wishes to remain anonymous.
13. The system of claim 1, the computer aided prioritization (CAP)
system further configured to: receive an indication that the
emergency event reporter device has changed location; and identify
an updated location reporter of the emergency event reporter device
responsive to the indication that the emergency event reporter
device has changed location.
14. The system of claim 1, the computer aided prioritization (CAP)
system further configured to: determine whether the emergency event
reporter device is configured to support textual communication with
a dispatcher associated with the emergency dispatch system; and
enable textual communication with the dispatcher associated with
the computer aided dispatch (CAD) system according to the
determination.
15. The system of claim 1, further comprising a third-party event
interface in communication with the CAP system, wherein the
emergency event is submitted via the third-party interface.
16. A method, comprising: receiving, by a computer aided
prioritization (CAP) system from an emergency event reporter
device, an emergency event including a priority selected from a set
of event priorities, the CAP system in communication with a
computer aided dispatch (CAD) system, a computer aided event module
(CAEM), and the emergency event reporter device; determining, based
on the emergency event and without querying the emergency event
reporter device for additional information, whether the emergency
event indicates a higher priority emergency event to be handled by
the CAD system or a lower priority emergency event to be handled
automatically by the CAEM; and selectively routing the emergency
event report to at least one of the computer aided dispatch (CAD)
system and the computer aided event module (CAEM) according to the
determination.
17. The method of claim 16, the emergency event including a type of
event selected from a set of event types associated with the
selected event priority, and further comprising supplementing
information included in the emergency event by the computer aided
prioritization (CAP) system according to a predetermined rule for
including additional information based at least in part on the type
of event.
18. The method of claim 17, further comprising presenting, by the
computer aided prioritization (CAP) system, the selected event
priority, the type of event, and the additional information to the
dispatcher associated with the computer aided dispatch (CAD) system
before a communications session is established between a dispatcher
of the computer aided dispatch (CAD) system and the emergency event
reporter device.
19. The method of claim 17, the predetermined rule for including
additional information in the emergency event report including at
least one of: (i) a rule making pre-entered emergency information
available based on at least one of the selected event priority and
the type of event; (ii) a rule including telematics data in the
emergency event report for events including a vehicle; (iii) a rule
including health information in the emergency event report for
events requiring medical attention; (iv) a rule including
additional contact information in the emergency event report for
events requiring notification of emergency contacts; (v) a rule
including floor-plan information for events requiring access to a
building; (vi) a rule including picture or video information for
events for which picture or video information is available; and
(vii) a rule including vehicle information for events that involve
vehicles.
20. The method of claim 16, further comprising: presenting
information associated with a plurality of emergency event reports
in a graphical user interface, each event being identified at least
according to the selected event priority and the type of event; and
indicating in the graphical user interface which events are being
handled by a dispatcher associated with the computer aided
prioritization (CAP) system, and which events are being handled by
the computer aided event module (CAEM).
21. The method of claim 16, further comprising storing pre-entered
emergency information on at least one of the emergency event
reporter devices and a remote database in communication with the
computer aided prioritization (CAP) system.
22. The method of claim 16, further comprising: receiving at least
one of automatic number identification (ANI) and automatic location
information (ALI); and supplementing information included in the
event report with the additional information identified as
associated with the event report based on at least one of the ANI
and the ALI.
23. The method of claim 16, the set of event priorities including
at least two of a high priority event indicative of a
life-threatening event requiring urgent assistance, a medium
priority event indicative of a non-life threatening event requiring
urgent assistance, and a low priority event indicative of a
non-life threatening event not requiring urgent assistance.
24. The method of claim 16, the set of event priorities including
at least one of a third party priority event indicative of a report
of information where a user of the emergency event reporter device
is not involved, and an anonymous event priority indicative of a
report of information where the user of the emergency event
reporter device is not involved and wishes to remain anonymous.
25. A non-transitory computer readable medium storing an
application software program, the application being executable to
provide operations comprising: receiving, by a computer aided
prioritization (CAP) system from an emergency event reporter
device, an emergency event including a priority selected from a set
of event priorities and a type of event selected from a set of
event types associated with the selected event priority, the CAP
system in communication with a computer aided dispatch (CAD)
system, a computer aided event module (CAEM), and the emergency
event reporter device; supplementing information included in the
emergency event by the CAP system according to a predetermined rule
for including additional information based at least in part on the
type of event; determining, based on the emergency event and
without querying the emergency event reporter device for additional
information, whether the emergency event indicates a higher
priority emergency event to be handled by the CAD system or a lower
priority emergency event to be handled automatically by the CAEM;
and selectively routing the emergency event report to at least one
of the computer aided dispatch (CAD) system and the computer aided
event module (CAEM) according to the determination.
Description
BACKGROUND
[0001] In current caller to emergency dispatch systems (e.g., 9-1-1
dispatch), a dispatcher may ask a multitude of questions to the
caller and record the answers. These questions may be directed to
determining the caller's name, emergency and location based on the
answers given by the caller. Only after collecting all of the
necessary information can the dispatcher locate an appropriate
nearest first responder to be dispatched to the location of the
caller.
[0002] One potential cause for slow response time is an inability
of the dispatcher to understand the caller. In the best case
scenario, the caller is calling from the home address on a clear
line with no background noise, and the first responder may be
dispatched immediately. In most cases, the caller is somewhere
other than their home address, calling from a noisy location, has
trouble articulating his or her emergency and location, and the
dispatcher has to somehow figure out who to send and where.
[0003] Lack of communication arising from language barriers, poor
reception or a panic stricken caller who cannot speak or is
screaming contributes to delays in response time. In some
instances, these issues may cause a complete inability for the
dispatcher to dispense a first responder altogether. In domestic
violence cases or instances when a caller cannot speak, the
situation may become even more desperate because the dispatcher
cannot communicate with the caller, and unless an accurate address
or global positioning system (GPS) coordinate is established, no
first responder can be dispatched.
[0004] With the advent of functionality related to Phase II of the
Federal Communications Commissions' E-911 initiative, a location of
a caller may be determined by either triangulating the location
based on multiple cellular phone towers; or in the case of a
smartphone, by way of an exact GPS location determined by the
smartphone device. This technology has improved response time, but
in some cases several re-bids (i.e., requests for a location) are
needed to obtain a useful caller location. In the case of
triangulation in metropolitan areas, such location information is
rarely accurate enough to locate a caller without his or her
assistance.
[0005] One way for emergency dispatch systems to associate
additional information with an emergency caller is by way of an
automatic number identification (ANI)/automatic location
identification (ALI) database. The ANI is a database of information
configured to store name information and location information
associated with telephone lines or telephone numbers. The ANI/ALI
database may be used by emergency dispatch to retrieve the physical
address and name associated with the telephone line from which a
9-1-1 call originated. This information may not be available for
mobile phones that are designated as 9-1-1 only with no mobile
plans, or throw away/disposable mobile phones. Also, such
information may not be particularly useful to emergency dispatch
systems for voice over internet protocol (VoIP) phones or mobile
phones, as such devices may be utilized at a location far removed
from the physical location on file in the ANI/ALI database.
Moreover, the ANI/ALI database provides only limited information
about the caller.
[0006] As a result, current emergency dispatch systems are fraught
with delays, and in some cases, fail altogether because of
communication or technical issues.
BRIEF DESCRIPTION OF THE DRAWINGS
[0007] FIG. 1A illustrates an exemplary emergency event including
an event type, an event priority, and event details.
[0008] FIG. 1B illustrates an exemplary system for implementing an
emergency portal and dispatch system configured to handle emergency
events.
[0009] FIG. 2A illustrates an exemplary data flow that may be
performed by an emergency portal and dispatch system environment
utilizing existing ANI/ALI functionality and configured to handle
emergency events.
[0010] FIG. 2B illustrates an exemplary data flow that may be
performed by an emergency portal and dispatch system environment
utilizing IP technology and configured to handle emergency
events.
[0011] FIG. 3 illustrates an exemplary user interface of an
emergency priority dispatch application for selecting a priority
for an emergency event.
[0012] FIG. 4 illustrates an exemplary user interface of an
emergency priority dispatch application in night mode.
[0013] FIG. 5 illustrates an exemplary user interface of an
emergency priority dispatch application for selecting an event type
of a high priority emergency event.
[0014] FIG. 6 illustrates an exemplary user interface of an
emergency priority dispatch application for selecting an event type
of a medium priority emergency event.
[0015] FIG. 7 illustrates an exemplary user interface of an
emergency priority dispatch application for selecting an event type
of a low priority emergency event.
[0016] FIG. 8 illustrates an exemplary user interface of an
emergency priority dispatch application for selecting an event type
of a third-party priority emergency event.
[0017] FIG. 9 illustrates an exemplary user interface of an
emergency priority dispatch application for selecting an event type
of an anonymous priority emergency event.
[0018] FIG. 10 illustrates an exemplary user interface of an
emergency priority dispatch application for communicating
information with emergency dispatch.
[0019] FIG. 11 illustrates an exemplary user interface of a
computer aided prioritization system.
[0020] FIG. 12 illustrates an exemplary process for receiving and
processing an emergency event according to an identified event
priority and type.
DETAILED DESCRIPTION
[0021] An emergency portal and dispatch system may improve the
caller-to-emergency dispatch interaction by prioritizing incoming
calls, providing additional caller information and creating a
unified interface to bridge external emergency data with a computer
aided dispatch (CAD) system at an emergency dispatch center. The
emergency portal and dispatch system performs these objectives by
shifting some of the responsibility onto the caller, business or
reporting third-party to electronically provide a priority of the
call, a type of emergency, and other pertinent information to the
dispatch center so that the emergency dispatcher may dispatch an
appropriate first responder in the fastest and most efficient
manner possible.
[0022] With the emergency priority dispatch architecture, a caller
may provide a priority and a type of emergency to dispatch as part
of an emergency request or during the establishment of the
emergency call, without the need to obtain additional queries for
additional information from the dispatch center. This allows the
dispatch center to automatically prioritize calls before an
emergency dispatcher/call-taker gets involved. Instead of asking
probing questions and waiting for answers, the
dispatcher/call-taker may become more proactive with the caller by
verifying the electronically received information and dispatching
the proper first responder in the most expeditious manner.
Moreover, the emergency portal may allow low priority, third party
and anonymous emergency requests to be processed without any
emergency dispatcher involvement.
[0023] The emergency priority dispatch may include an emergency
priority dispatch (EPD) application executed by a user's
communications device. A user may launch the emergency priority
dispatch application to begin reporting an emergency. The user may
further select a type of connection icon to identify a type of
communications session to have with dispatch, such as voice,
texting or text-to-speech/speech-to-text. Selecting one of the
communications options may trigger a request or may begin call
initiation with dispatch. In some cases, the initial request to
dispatch may include the priority and type of emergency
information. In other cases while waiting for the connection to be
established, which in the current centralized automatic message
accounting (CAMA) environment may take from 5 to 10 seconds, the
emergency priority dispatch application may prompt the caller for
one or more of a priority and a type of emergency. If the caller
selects a pre-defined type of emergency, the application may
execute additional processes that are designed to help emergency
dispatch more quickly dispatch the correct and closest first
responder. These processes may include, for example, asking the
caller questions designed to receive a simple yes/no response, or
to asking the caller to select from a limited set options that
clearly explain the type of information being requested.
[0024] While the caller is communicating with the emergency
dispatcher, additional caller emergency information may be
transmitted by the emergency priority dispatch application to
dispatch. At application setup time, the caller may enter caller
emergency information and set a permission level to determine what
caller emergency information may be transmitted with what priority
and type of emergency.
[0025] The emergency priority dispatch user interface may further
assist the caller in texting and text-to-speech modes by providing
short-cuts to common phrases used in emergency conversations that
may be selected by the caller without the need to type in using a
keyboard These common phrases may be most helpful in the texting
mode because they may clearly explain the emergency and avoid
abbreviations that may be ambiguous.
[0026] Before or after a first responder is dispatched, the
emergency dispatch may retrieve the additional caller emergency
information from the emergency priority dispatch application and
forward it to the first responder. Or, the additional caller
information may be retrieved from a caller information server. Once
the first responder arrives at a caller location, and in cases when
an emergency dispatcher cannot relay additional caller data
information electronically to the first responder, the first
responder may be able to retrieve information from the EPD
application directly. This also enhances the ability of the first
responder to assist the caller, especially in a medical emergency
if the caller becomes unavailable, such as after fainting or going
into shock. The emergency portal and dispatch system may further
provide pertinent personal, medical, handicap and location
information to an emergency dispatcher, in order to expedite
dispatching of appropriate first responders.
[0027] For third-party products that provide incident information,
the emergency portal and dispatch system may provide a unified
interface that allows prioritization and categorization of dispatch
requests with the additional ability of providing and aggregating
alarm location, contact information, telematics data, video feeds,
pre-plans, photos and other relevant data to minimize emergency
dispatcher involvement and cutting the time to dispatch the
appropriate first responders.
[0028] While the emergency portal and dispatch system is discussed
herein in relation to 9-1-1 service as implemented in the United
States and Canada, the system is not so limited and is equally
applicable to worldwide portal and caller-to-emergency dispatch
connectivity and including, for example, 1-1-2 service available in
Euro-Zone countries.
[0029] As a portion of shifting responsibility from dispatch to the
caller, an emergency portal and dispatch system may define an event
format for use by the dispatch system. FIG. 1A illustrates an
exemplary emergency event 102, including an event priority 104, an
event type 106, and optionally, additional event details 108. This
event format may be used to allow emergency dispatch to quickly
identify and classify incoming emergency events 102.
[0030] The event priority 104 included in the emergency event 102
may include a priority selected from a set of event priorities. The
set of event priorities may include one or more of: a high priority
event indicative of a life-threatening event requiring urgent
assistance, a medium priority event indicative of a non-life
threatening event requiring urgent assistance, a low priority event
indicative of a non-life threatening event not requiring urgent
assistance, a third party priority event indicative of a report of
information where a user of the emergency event reporter device is
not involved, and an anonymous event priority indicative of a
report of information where the user of the emergency event
reporter device is not involved and wishes to remain anonymous.
[0031] The event type 106 included in the emergency event 102 may
include a type of event selected from a set of event types
associated with the selected event priority 104. The set of event
types may include one or more of: medical, accident, fire, child
abduction, missing person, domestic violence, assault, robbery, hit
& run, storm/property damage, vandalism, loud noise, gang
activity, shots fired, riot, burglary, rape, stolen vehicle, stolen
property, suspicious persons/activity, suspicious vehicle, observed
drug deal, prostitution, among other exemplary types of
emergency.
[0032] The emergency event 102 may further include additional event
details 108, such as any other information associated with the
emergency event 102 that may be useful for dispatch to have.
Moreover, the additional event details 108 may be supplemented by
additional reporters of information to provide additional relevant
information to dispatch.
[0033] FIG. 1B illustrates an exemplary system 100 for implementing
an emergency portal and dispatch system configured to handle
emergency events 102. As shown, the system 100 includes a public
safety answering point (PSAP) 110 in communication with a
computer-aided dispatch (CAD) system 112 which is in turn in
communication with caller priority dispatch (CPD) workstations 114.
The PSAP 110 may further be in communication with a plurality of
reporters of information over a communications network 120. These
reporters of information may include a smartphone 116 having an
emergency priority dispatch (EPD) application 118, a phone device
122, a burglar alarm 124, a fire alarm 126, a car alarm 128, a
medical alert device 130, a telematics unit 132, and a video feed
134. In some instances, the system 100 may include an ANI/ALI
system 136. The system 100 may further include an automatic caller
information (ACI) database 138 in communication with an ACI server
140. The ACI server 140 may further provide an emergency caller
information (ECI) web portal 142. The system may also include a
computer aided prioritization (CAP) system 144 in communication
with the PSAP 110, a computer aided event module (CAEM) 146, the
CAD system 112, and the CPD workstation 114. System 100 may take
many different forms and include multiple and/or alternate
components and facilities. While an exemplary system 100 is shown
in FIG. 1B, the exemplary components illustrated in FIG. 1B are not
intended to be limiting. For example, some examples are implemented
without ANI/ALI systems 136. Indeed, additional or alternative
components and/or implementations may be used.
[0034] As illustrated in FIG. 1B, system 100 may include a PSAP
110. The PSAP 110 may include one or more devices responsible for
receiving and handling emergency events 102, such as requests for
emergency services such as police, medical and fire. In some cases
a PSAP 110 may be associated with a particular geographic area such
that requests for emergency services may be routed to the
appropriate PSAP 110 for the area. The PSAP 110 may include call
distribution functionality, such as functionality configured to
route the requests to the CAD system 112.
[0035] The CAD system 112 may be configured to receive the
emergency events 102 and to selectively forward the emergency
events 102 to CPD workstations 114. The CPD workstation 114 may be
computing devices used by dispatcher personnel to receive and
interact with callers and emergency event 102 information. The CAD
system 112 may further be configured to maintain the status of
responding resources in the field (e.g., ambulance locations) as
well as the status of the various dispatch/call-taker operators and
CPD workstations 114. In many cases, the CAD system 112 may be
located in a relatively centralized public-safety call center,
while in other cases portions of the CAD system 112, such CPD
workstations 114, may be located with mobile field personnel.
[0036] The smartphone 116 may be implemented as a combination of
hardware and software, and may include one or more software
applications or processes for causing one or more computer
processors to perform the operations of the smartphone 116
described herein. Smartphones 116 may include any cellular or
mobile phone that are programmable, and includes, but is not
limited to phones running the iOS operating systems distributed by
Apple Inc. of Cupertino, Calif., the BlackBerry OS distributed by
Research In Motion of Waterloo, Canada, the Android operating
system developed by the Open Handset Alliance, and Microsoft
Windows.RTM. operating system developed by Microsoft Inc. of
Redmond, Wash.
[0037] One such application installed on the smartphone 116 may be
the EPD application 118. The smartphone 116 may be configured to
execute the EPD application 118 to perform operations in relation
to emergency dispatch, such as providing emergency events 102 to
the PSAP 110. Further aspects of the EPD application 118 are
discussed in detail below with respect to FIGS. 3-10.
[0038] The communications network 120 may provide communications
services, such as packet-switched network services (e.g., Internet
access and/or VoIP communication services) and/or circuit-switched
services (e.g., plain old telephone service (POTS) and/or
integrated services digital network (ISDN) services) to various
communications devices. Communication devices include, but are not
limited to smartphones 116 or other phone devices 122 such as cell
phones, VoIP phones, and public switched telephone network (PSTN)
phones configured to communicate over the POTS. Communications
devices may also include tablet computers, laptop computers,
desktop computers or any device other that may provide a
communication session over a connection between the PSAP 110 and
one or more of a caller, a business, and a third-party emergency
product provider.
[0039] The communications network 120 may include any combination
of wired or wireless forms of communication. For example, the
communications network 120 may include cable, optical fibers,
cellular towers, etc. In some cases, the communications network 120
may support the use of the CAMA telephone protocol for emergency
requests sent to the PSAP 110 such as emergency 9-1-1 calls. Other
communication protocols that may be utilized over the
communications network 120 may include, but are not limited to,
dial-up networking, teletype data transmission, internet protocol
(IP) and short message service (SMS)/multimedia messaging service
(MMS) messaging, among others.
[0040] When utilizing a phone device 122 that lacks an ability to
provide emergency events 102, such as a voice-only plain old
telephone system telephone, the system 100 may provide
compatibility by allowing a dispatcher/call-taker utilizing a CPD
workstation 114 to manually enter the event priority 104 and
emergency type 106 to facilitate entry of the emergency event 102
into the system 100.
[0041] In addition to smartphones 116 and phone devices 122,
additional reporters may provide information to dispatch. For
example, burglar alarms 124 may provide information regarding
break-ins at building locations, fire alarms 126 may provide
information regarding fires at building locations, car alarms 128
may provide information regarding auto thefts or break-ins, medical
alert device 130 may provide information regarding health
emergencies of monitored users, telematics unit 132 may provide
information regarding vehicle crashes and history, and video feeds
134 may provide video information relating to past or in-progress
incidents. To facilitate the handling of emergencies, these
additional reporters of information may provide emergency events
102 including event priority 104, event type 106, and optionally
further event details 108.
[0042] In some examples, an ANI/ALI system 136 may be included in
the system 100 as a reporter of supplemental information for
received emergency events 102. For example, the ANI/ALI system 136
may be configured to accept requests for physical address and name
information associated with a phone number, perform queries of an
ANI/ALI database for the requested information, and respond to the
requests by returning the requested name and physical location on
file in the ANI/ALI database.
[0043] The ACI database 138 may further be included in the system
100 as an additional reporter of supplemental information, and may
be configured to store additional information regarding users of
the PSAP 110. Initially (or at least prior to the reporting of an
emergency), a user may pre-register to have certain predetermined
information available to the PSAP 110. For example, the
predetermined information may include personal information,
location information, medical information, physical/mental handicap
information, special needs information, language information,
special circumstances information, and emergency contact
information, as some examples. Moreover, the user may identify
predetermined information as being releasable based on the event
type 106 of the emergency. For example, medical information may
only be released to the PSAP 110 for medical emergencies of the
user, and next-of-kin information may only be released upon
death.
[0044] Personal information may include, but is not limited to:
name, phone number, age, sex, race, height, weight, eye color, hair
color, date-of-birth, photo, primary/secondary language, and e-mail
address. Location information may include, but is not limited to:
physical address, latitude/longitude of address, type of address,
type of structure, photo of structure, number of stories, type of
utilities, alarms, video cameras, nearest fire hydrant, gated
community, nearest cross streets and/or land marks. Medical
information may include, but is not limited to: blood type, medical
conditions such as diabetes, HIV, food or drug allergies, prior
heart attack or any other relevant medical conditions; primary-care
physician name, phone number, pager number, e-mail address and
preferred hospital. Special-needs and mental/physical handicap
information may include, but is not limited to: hearing impaired,
visually impaired, mentally impaired, loss of limbs, eye sight,
special needs child, physically impaired or young child. Language
information may include, but is not limited to: a primary/national
language of the system 100, an indication of a secondary language
of the system 100, a primary language of a caller, a secondary
language of a caller and a flag that indicates whether or not the
caller is able to communicate in the primary language of the
primary/national language of the system 100. Special circumstances
information may include, but is not limited to: dog on premises,
confined to bed, confined to wheel chair, elderly person living
alone or any other special circumstances that would help the first
responder in an emergency situation. Emergency contact information
may include, but is not limited to: name, address, phone number,
relationship to caller and e-mail address, in what circumstance the
emergency contacts will be notified, and what method of
notification will be used (e.g., text-to-speech, phone call, SMS
Text Message or e-mail).
[0045] The ACI server 140 may be configured to receive requests for
the predetermined information from dispatch, and may selectively
retrieve and provide the predetermined information responsive to
the requests. The ACI server 140 may further support an ECI web
portal 142 configured to allow the users to add, edit, remove, and
otherwise update the predetermined information and conditions for
its release. The ECI web portal 142 may provide secure access to
allow callers to add or edit stored caller information including,
but not limited to: personal, medical, handicap and mental
information, as well as location, contact, vehicle and system
information. A caller may use the ECI web portal 142 to enter or
change their information as well as information regarding their
family members including, but not limited to, spouse, significant
other, child, parent, other relative, or acquaintance. Other than
the authorized callers, access to the stored caller information may
be highly secure and limited to personnel with the security
clearances. In some cases, a high security firewall may be used to
protect the integrity of the data and to ensure its distribution
only to authorized PSAP 110 locations.
[0046] The CAP system 144 may be configured to receive an emergency
event 102 including an event priority 104 selected from a set of
event priorities 104 and an event type 106 selected from a set of
event types 106 associated with the selected event priority 104.
The CAP system 144 may further be configured to determine, based on
the emergency event 102, whether the emergency event 102 indicates
a higher priority emergency event 102 to be handled by a
dispatcher/call-taker (e.g., by the CAD system 112) or a lower
priority emergency event 102 to be handled automatically (e.g., by
the CAEM 146 discussed in more detail below). This determination
may be made by the CAP system 144 without querying the emergency
event reporter device for additional information. Based on the
determination, the CAP system 144 may further be configured to
selectively route the higher-priority emergency event 102 reports
to the CAD system 112 and the lower-priority event reports to the
CAEM 146.
[0047] The CAEM 146 may be configured to automatically handle
lower-priority emergency event 102. For example, the CAEM 146 may
be configured to return a message to the user indicating that the
emergency event 102 was received and will be processed. The CAEM
146 may also be configured to request additional information from
the reporter of the emergency event 102. As some examples, the CAEM
146 may be configured to provide pre-formatted phrases to the
caller that are designed to receive a simple yes/no response, or to
ask the caller to select from a limited set of options that clearly
explain the type of information being requested.
[0048] The CAP system 144 may be further configured to supplement
information included in the emergency event 102 according to a
predetermined rule for including additional information. As some
examples, the predetermined rule for including additional
information in the emergency event 102 may include one or more of:
(i) a rule making pre-entered emergency information available based
on at least one of the selected event priority 104 and the event
type 106 of the emergency event 102; (ii) a rule including
telematics data in emergency event 102 reports for events including
a vehicle; (iii) a rule including health information in emergency
event 102 reports for events requiring medical attention; (iv) a
rule including additional contact information in the emergency
event 102 reports for events requiring notification of emergency
contacts; (v) a rule including floor-plan information for emergency
event 102 reports requiring access to a building; (vi) a rule
including picture or video information for emergency event 102
reports for which picture or video information is available; and
(vii) a rule including vehicle information for emergency events 102
that involve vehicles. If the conditions of one or more of these
rules are triggered based on the fields of the emergency event 102,
the CAP system 144 may be configured to retrieve the additional
information from one or more of the ANI/ALI system 136 and the ACI
server 140.
[0049] Moreover, additional reporters may provide information to
dispatch. The unified third-party interface 148 of the CAP system
144 may be configured to receive such information in a uniform
manner. For example, one or more of the burglar alarms 124, fire
alarms 126, car alarms 128, medical alert device 130, telematics
units 132, and video feeds 134 may provide information to the CAEM
146 for the predetermined rules by way of the unified third-party
interface 148 of the CAP system 144. Exemplary supplemental
information to be received via the third-party interface 148 may
include: type of alarm or emergency, emergency contacts, business
name, business location, hazardous material information, sprinkler
information, telematics, video feeds, photos, architectural
drawings, pre-plans/evacuation information, etc. and any other
information that will enable the emergency dispatcher to expedite
dispatching the appropriate first responders. Moreover, the
third-party interface 148 may also be configured to receive
emergency events 102 from various event reporters, the received
emergency events 102 including an event priority 104 and an event
type 106, similar to as discussed above with respect to
caller-reported incidents.
[0050] The CAP system 144 may further be configured to present the
selected event priority 104, event type 106, event details 108 and
any additional supplemental information to a dispatcher/call-taker
associated with the CAD system 112 before, or while a
communications session is established between a
dispatcher/call-taker of the CAD system 112 and the reporting
device (e.g., the smartphone 116 executing the EPD application
118).
[0051] As a more specific example, the CAP system 144 may be
configured to receive an emergency event 102 from a smartphone 116
executed an EPD application 118. The EPD application 118 may
connect to the CAP system 144 utilizing a data connection and may
provide a unique identifier associated with the network device
(e.g. phone number, serial number etc.) to the CAP system 144. The
EPD application 118 may substantially simultaneously connect to the
PSAP 110 utilizing a voice and/or data connection (depending on the
capabilities of the PSAP 110), and may pass the unique networked
computing device identifier from the PSAP 110 to the CAP system
144. The unique networked computing device identifier passed by the
PSAP 110 to the CAP system 144 may then be associated with the
networked computing device identifier passed to the CAP system 144
directly, in order to allow the CAP system 144 to make a positive
identification of the event reporter. Once a positive
identification has been made, the CAP system 144 may be configured
to transmit the emergency event 102 and appropriate personal,
medical, physical/mental handicap, contact, location and vehicle
information to the CPD workstation 114 or to the CAEM 146 for
processing.
[0052] With respect to the reporting of emergency events 102 by
third-party event reporters, such as burglar alarms 124, fire
alarms 126, car alarms 128, medical alert devices 130, telematics
units 132 and video feeds 134, a communications session may be
established with the CAP system 144 over which an emergency event
102 may be provided. The emergency event 102 may include
information such as a unique identifier associated with the third
party device (e.g. serial number, account number etc.), an event
priority 104 and an emergency type 106. The CAP system 144 may be
configured to route the emergency event 102 along with any
additional event details 108 (e.g., location, contact, pre-plan,
video, personal, medical, physical/mental handicap, or vehicle
information) to the appropriate CPD workstation 114 or to the CAEM
146 for processing.
[0053] FIG. 2A illustrates an exemplary data flow 200-A that may be
performed by an emergency portal and dispatch system 100
environment utilizing existing ANI/ALI functionality and configured
to handle emergency events 102. The data flow 200-A may be
performed by various devices, such as by the CAP system 144 in
communication with an ANI/ALI system 136 and one or more event
reporters over a communications network 120. The exemplary data
flow 200-A may be performed in systems 100 in which ACI
functionality is integrated into an existing PSAP 110 system
utilizing ANI/ALI information.
[0054] The exemplary data flow 200-A may begin with an emergency
event 102 being generated by an event reporter. Exemplary event
reporters may include any of the reporters discussed above, such as
a smartphone 116 executing an EPD application 118, a phone device
122, a burglar alarm 124, a fire alarm 126, a car alarm 128, a
medical alert device 130, a telematics unit 132, or a video feed
134. The emergency event 102 may include an event priority 104 and
an event type 106, as discussed above.
[0055] The CAP system 144 may receive the emergency event 102 from
the event reporter. In some examples, the emergency event 102 may
be received by the CAP system 144 over the communications network
120 via the PSAP 110. In other examples, the emergency event 102
may be received by the CAP system 144 via a third-party interface
148.
[0056] Upon receipt of the event, the CAP system 144 may be
configured to request ANI/ALI information from the ANI/ALI system
136 according to the received emergency event 102. For example,
based on an identifier included in the emergency event 102 such as
a phone number of the caller, the CAP system 144 may request the
ANI/ALI system 136 to query an ANI/ALI database for the physical
address and name associated with the caller from which the
emergency event originated. The CAP system 144 may further be
configured to receive the requested ANI/ALI information. For
example, responsive to the request, the ANI/ALI system 136 may
provide the requested information, and may return the requested
name and physical location on file in the ANI/ALI database. The CAP
system 144 may be configured to supplement the information of the
emergency event 102 according to the received ANI/ALI information.
This additional information may be incorporated into the emergency
event 102 as additional event details 108.
[0057] The CAP system 144 may be further configured to supplement
the information of the emergency event 102 according to a
predetermined rule keyed to at least a portion of the information
received from the ANI/ALI system 136 and additional information in
the emergency event 102. As an example, the CAP system 144 may
identify based on the event type 106 of the emergency event 102
that the emergency event 102 indicates a medical emergency for an
identified user. Accordingly, the CAP system 144 may invoke a rule
making pre-entered emergency information for the user available
based on at least one of the selected event priority 104 and the
event type 106 of the emergency event 102. The pre-entered
emergency information may have been previously entered by the user
by way of the ECI web portal 142.
[0058] Continuing with the medical emergency event 102 example, the
CAP system 144 may request certain predetermined medical
information from the ACI database 138 that is intended to be
provided to the CAD system 112 in the case of a medical emergency.
The ACI database 138 may respond to the request with the requested
information. The CAP system 144 may then incorporate the
supplemental information into the emergency event 102 as additional
event details 108, and may forward the supplemented emergency event
102 to the CAD system 112 for further processing (or to the CAEM
146 for a lower-priority emergency event 102).
[0059] FIG. 2B illustrates an exemplary data flow 200-B that may be
performed by an emergency portal and dispatch system 100
environment utilizing IP technology and configured to handle
emergency events 102. Similar to the exemplary data flow 200-A, the
exemplary data flow 200-B may also be performed by various devices,
such as by the CAP system 144 in communication with one or more
event reporters over a communications network 120.
[0060] Similar to the exemplary data flow 200-A, the exemplary data
flow 200-B may begin with an emergency event 102 being generated by
an event reporter. Upon receipt of the emergency event 102, the CAP
system 144 may be configured to determine whether any ACI
information related to the emergency event 102 was received. For
example, an emergency event 102 may be received from a smartphone
116 executing an EPD application 118, where the event requires
supplementation according to any applicable rules. In other
examples, an emergency event 102 may be received where the EPD
application 118 has already supplemented the emergency event 102
with locally-stored additional event details 108. In such an
instance, further supplementation of the emergency event 102 may be
unnecessary. In some examples, regardless of whether the emergency
event 102 was supplemented by the reporting event reporter, the CAP
system 144 may determine to supplement the event according to the
ACI database 138.
[0061] If the CAP system 144 determines to supplement the
information of the emergency event 102, may be configured to
supplement information included in the emergency event 102
according to a predetermined rule for including additional
information based on the information of the emergency event 102
directly, without requiring the use of an ANI/ALI system.
[0062] For instance, the CAP system 144 may query the ACI database
138 for information based on one or more of an identifier of the
caller associated with the emergency event 102 (e.g., an IP address
from which the emergency event was received 102, a caller name,
login ID, or other handle included in the emergency event 102,
etc.), an event priority 104 of the event, and an event type 106 of
the event. The ACI database 138 may provide the requested
information back to the CAP system 144, and the CAP system 144 may
incorporate the supplemental information into the emergency event
102 as additional event details 108. The CAP system 144 may then
forward the supplemented emergency event 102 to the CAD system 112
for further processing (or to the CAEM 146 for a lower-priority
emergency event 102).
[0063] FIG. 3 illustrates an exemplary user interface 302 of an EPD
application 118 for selecting an event priority 104 for an
emergency event 102. The user interface 302 may be provided, for
example, by a smartphone 116 executing the EPD application 118.
[0064] As illustrated, the user interface 302 may include priority
controls 304 configured to allow a user to select a relevant event
priority 104. The user interface 302 may accordingly receive a user
selection of the event priority 104 upon a user selection of one of
the priority controls 304. For example, the user interface 302 may
include priority controls 304 for the selection of high priority,
medium priority, low priority, third-party report priority, and
anonymous priority event priorities 104.
[0065] A high priority event priority 104 may identify a
life-threatening event needing an immediate response. Exemplary
high priority event types 106 may include medical emergencies,
immediate physical dangers such as domestic violence, fires or any
other life threatening event.
[0066] A medium priority event priority 104 may identify a non-life
threatening even still requiring a fast response. Exemplary medium
priority event types 106 may include hit & run, vandalism, an
accident with no obvious injuries, a storm/property damage with no
obvious injuries, an unarmed robbery in progress, etc.
[0067] A low event priority 104 may identify a non-life threatening
event not requiring an immediate response. Exemplary low priority
event types 106 may include filing a police report after the fact
for a burglary not in progress, a minor accident, minor storm or
property damage, vandalism, stolen vehicle or property, etc.
[0068] A third-party event priority 104 may identify an event where
the caller is not physically involved, but wants dispatch to be
aware of the situation. Exemplary third-party event types 106 may
include the reporting of a car accident where the caller is not
physically involved, the reporting of a suspicious person/activity
or vehicle, the reporting of a drug dealer or deal in progress, or
the reporting of prostitution or shooting in an area.
[0069] An anonymous event priority 104 is similar to a third-party
event priority 104, except the identity of the reporter may be kept
confidential from dispatch. The anonymous option encourages callers
to report suspicious activity without the fear of being found out.
This may be a useful priority 104 in certain situations, such as
for children in school who see event types 106 such as bullying,
illegal activity such as consuming alcohol or selling drugs, or for
any person who wants to report a crime or other illegal activity
without identifying themselves. This information may then be
distributed to neighborhood watch groups as well as to law
enforcement.
[0070] The user interface 302 may also include a bypass control 306
configured to allow the user to connect with dispatch directly
without specifying the event priority 104, a home control 308
configured to allow the user to return to a home page of the EPD
application 118, a day/night control 310 configured to toggle the
background of the EPD application 118 for better day or night
visibility.
[0071] Texting communication may be established between the EPD
application 118 and dispatch upon selection of a texting control
312 from the EPD application 118. More specifically, the EPD
application 118 may be configured to cause the smartphone 116 to
send and receive text messages with the CAP system 144. The CAP
system 144 in turn may pass the text messages between the
smartphone 116 and a CPD workstation 114 of a dispatcher
communicating with the user of the EPD application 118.
Accordingly, the text messages may be displayed to the
dispatcher/call-taker. In some cases, the dispatcher/call-taker may
further utilize pre-formatted messages, such as questions designed
to receive a simple yes/no response, or asking the caller to select
from a limited set of options that clearly explain the type of
information being requested. These pre-formatted messages may be
set up through the CAP system 144 and stored on the ACI server 140
or in the ACI database 138.
[0072] Voice communication may be established between the EPD
application 118 and dispatch upon selection of a voice control 314
from the EPD application 118. To facilities the voice
communication, the PSAP 110 may receive a voice call initiated by
the EPD application 118 of the smartphone 116. The PSAP 110 may
accordingly route the received voice call to an appropriate
dispatcher/call taker or CPD workstation 114. In voice mode, the
CPD workstation 114 may be used by the dispatcher/call-taker to
enter an event priority 104 and an event type 106 to be passed to
the CAP system 144.
[0073] FIG. 4 illustrates an exemplary user interface 402 of an EPD
application 118 in night mode. The user interface 402 may be
displayed, for example, upon selecting the day/night control 310
configured to toggle the background of the EPD application 118. The
user interface 402 in this instance may be an exemplary night mode
version of the user interface 302 discussed above. The night mode
may display the same information as the day mode, but may do so
with a dark background rather than a light background. The dark
background may be more readable in a dark environment, and may also
allow a user to report an emergency event 102 without throwing a
large amount of light and being spotted.
[0074] FIG. 5 illustrates an exemplary user interface 502 of an EPD
application 118 for selecting an event type 106 of a high priority
emergency event 102. Similar to the user interface 302, the user
interface 502 may include a home control 308 configured to allow
the user to return to a home page of the EPD application 118, a
day/night control 310 configured to toggle the background of the
EPD application 118 for better day or night visibility, a texting
control 312 configured to access texting functionality, and a voice
control 314 configured to access voice functionality.
[0075] Moreover, similar to the user interface 402, the user
interface 502 may also include priority controls 304 for the
selection of high priority, medium priority, low priority,
third-party report priority, and anonymous priority emergency
events 102. In the illustrated example, a high priority event type
106 was selected (e.g., from the user interface 302). The user
interface 502 may further include an indication that the high
priority event type 106 was selected, for example, by highlighting
the priority control 304 associated with a high priority event type
106.
[0076] Additionally, the user interface 502 may include type
controls 504 for the selection of different event types 106 of
emergency events 102. The available event types 106 may be those
event types 106 associated with the selected event priority 104.
For example, upon receiving a selection of a high priority event
priority 104, the user interface 502 may provide type controls 504
for a set of high priority event types 106, such as a medical
emergency, an accident, a fire, a child abduction, a missing
person, a domestic violence incident, an assault, a robbery, and
another emergency to be specified by a user. The user interface 502
may be configured to allow a user to select the type control 504
associated with the event type 106 for the emergency event 102
being reported.
[0077] Upon selection of the event priority 104 and event type 106
(and potentially after receiving a user confirmation) the EPD
application 118 may cause the smartphone 116 to submit the
emergency event 102 to the CAP system 144.
[0078] FIG. 6 illustrates an exemplary user interface 602 of an EPD
application 118 for selecting an event type 106 of a medium
priority emergency event 102. For example, upon receiving a
selection of a medium priority event priority 104, the user
interface 602 may provide type controls 504 for a set of medium
priority event types 106, such as a hit & run accident, an
accident, a storm or property damage, vandalism, a loud noise
complaint, gang/shots fired/riots, an assault, a robbery, or
another emergency to be specified by a user. The user interface 602
may be configured to allow a user to select the type control 504
associated with the event type 106 for the emergency event 102
being reported.
[0079] FIG. 7 illustrates an exemplary user interface 702 of an EPD
application 118 for selecting an event type 106 of a low priority
emergency event 102. For example, upon receiving a selection of a
low priority event priority 104, the user interface 702 may provide
type controls 504 for a set of low priority event types 106, such
as a burglary after the fact, an accident after the fact, a storm
or property damage, a rape or assault after the fact, vandalism
after the fact, a previous incident of domestic violence, a stolen
vehicle, stolen property, or another type of report of an incident
after the fact. The user interface 702 may be configured to allow a
user to select the type control 504 associated with the event type
106 for the emergency event 102 being reported.
[0080] FIG. 8 illustrates an exemplary user interface 802 of an EPD
application 118 for selecting an event type 106 of a third-party
priority emergency event 102. For example, upon receiving a
selection of a third party event priority 104, the user interface
802 may provide type controls 504 for a set of third-party priority
event types 106, such as a report of a suspicions person, a report
of a suspicious vehicle, a report of a probable drug dealer, a
report of an accident in which the third-party is not involved, a
report of an assault in which the third-party is not involved, a
report of probably prostitution, a report of a robbery in which the
third-party is not involved, a report of a fire observed by the
third-party, and a report of probable gang or riot activity. The
user interface 802 may be configured to allow a user to select the
type control 504 associated with the event type 106 for the
emergency event 102 being reported.
[0081] FIG. 9 illustrates an exemplary user interface 902 of an EPD
application 118 for selecting an event type 106 of an anonymous
priority emergency event 102. The user interface 902 may include
similar options to those for the third-party priority emergency
event 102, except that the identity of the reporter may be kept
confidential for an anonymous priority event type 106.
[0082] FIG. 10 illustrates an exemplary user interface 1002 of an
EPD application 118 for communicating information with emergency
dispatch. The user interface 1002 may be provided by the EPD
application 118 upon providing an emergency event 102 based on a
selection of an event priority 104 and an event type 106. The user
interface 1002 may include summary information 1004 relating to the
emergency event 102 and caller information 1006 related to the
caller reporting the emergency event.
[0083] The user interface 1002 may further allow for the display of
dialog 1008 between the EPD application 118 and dispatch related to
the emergency event 102 being reported. An exemplary dialog 1008 is
illustrated in the user interface 1002, including updates from
dispatch to the EPD application 118 indicating the status of
dispatch in responding to the emergency event 102 being
reported.
[0084] In some cases, the EPD application 118, CAP system 144 and
CPD workstation 114 may establish a texting environment that allows
the dispatcher/call-taker to communicate with the caller. This
environment may be displayed in the dialog 1008 portion of the user
interface 1002. The texting environment may provide pre-formatted
phrases by way of the dialog 1008 portion of the user interface
1002 that are designed to receive a simple yes/no response, or to
ask the caller to select from options that clearly explain the type
of information needed in order to dispatch a first responder. The
EPD application 118 may further provide controls in the user
interface 1002 to allow for the reception of responses from the
caller, such as yes and no buttons to receive yes or no responses,
or option controls in response to multiple choice questions from
dispatch. These provided controls may allow for the caller to
respond to questions from dispatch while minimizing keystrokes. The
dialogue between the dispatcher/call-taker and the caller may be
electronically transferred to the CAD system 112 and may be
associated with the emergency event 102.
[0085] FIG. 11 illustrates an exemplary user interface 1102 of a
CAP system 144. The user interface 1102 of the CAP system 144 may
include be configured to present a listing of the emergency events
102 being handled by the CAP system 144. The user interface 1102 of
the CAP system 144 may be configured to show the status of external
connections or communications session with event reporters , which
may include, but are not limited to, smartphones 116 having an EPD
application 118, phone devices 122, burglar alarms 124, fire alarms
126, car alarms 128, medical alert devices 130, telematics units
132, and video feeds 134. Each communications session may be
displayed on the user interface 1102 until its status is changed to
completed by a dispatcher/call-taker. In some examples, the status
of connections being handled by the CAEM 146 may automatically be
set to complete by the CAEM 146 upon completion of handling the
connection. Changing the status to complete may cause the
connection to be dropped from the display.
[0086] For example, the user interface 1102 of the CAP system 144
may be configured to display pertinent information such as the
event priority 104 of the emergency events 102, the event type 106
of the emergency events 102, and the event details 108 of the
emergency event 102.
[0087] The user interface 1102 of the CAP system 144 may be further
configured to display additional information related to the
handling of the event, such as a time at which the emergency event
102 was received, an elapsed time the caller has been connected, a
status indicative of whether the call has been handled and, if so,
how (e.g., whether the caller is currently on hold or is
communication with dispatch according to voice or text messaging),
and whether the emergency event 102 is being handled by a
dispatcher/call-taker or automatically by the CAEM 146.
[0088] The user interface 1102 of the CAP system 144 may be further
configured to display additional information about the emergency
event 102, such as a name of the caller (e.g., retrieved according
to the ANI/ALI system 136 or a predetermined information
supplemented according to a rule), a phone number of the caller, an
address or location of the caller (e.g., retrieved according to ALI
or GPS), as well as supplementary details of the emergency event
102, such as additional caller information retrieved from an ACI
database 138 in communication with an ACI server 140.
[0089] The user interface 1102 may accordingly be used to provide
an overall status of the emergency events 102 being handled by the
CAD system 112. The combination of the user interface 1102 of the
CAP system and the CAD system 112 may enable dispatch centers to
respond to emergency requests in the most expeditious manner. For
example, the user interface 1102 may allow a dispatcher to identify
a set of multiple reported emergencies that all relate to a single
underlying incident based on the displayed information. Accordingly
the user interface 1102 information of the CAP system may reduce
response time and increase the operational efficiency of each
dispatch center.
[0090] FIG. 12 illustrates an exemplary process 1200 for receiving
and processing an emergency event 102 according to an identified
event priority 104 and event type 106. The process 1200 may be
performed by various devices, such as by the CAP system 144 in
communication with one or more event reporters over a
communications network 120.
[0091] In block 1205, the CAP system 144 receives an emergency
event 102. The emergency event may include an event priority 104
and an event type 106. The event reporter may include reporters
such as a smartphone 116 executing an EPD application 118, and may
be generated by user interaction with a user interface of the EPD
application 118 such as described above. The event reporter may
also include a phone device 122, a burglar alarm 124, a fire alarm
126, a car alarm 128, a medical alert device 130, a telematics unit
132, or a video feed 134. In some cases, the emergency event 102
may be generated automatically based on the emergency event 102
being detected by the event reporter, such as the fire alarm 126
detecting a fire and sending an emergency event 102 with an event
priority 104 of high and an event type 106 of fire emergency. In
some cases, while waiting for a connection to be established
between the event reporter and the CAP system 144 (such as via
CAMA), the EPD application 118 may prompt the caller for one or
more of event priority 104 and event type 106 to include in the
emergency event 102.
[0092] In block 1210, the CAP system 144 supplements the emergency
event 102 information. For example, the supplementation of the
emergency event 102 may be performed according to one or more of
the data flows 200-A and 200-B discussed in detail above with
respect to FIGS. 2A and 2B.
[0093] In block 1215, the CAP system 144 identifies the event
priority 104 and the event type 106 of the emergency event 102.
This identification may be performed without querying the event
reporter for additional event priority 104 and event type 106
information. Rather, the event priority 104 and the event type 106
information may be identified from the emergency event 102.
[0094] In block 1220, the CAP system 144 determines based on the
emergency event 102, whether the emergency event 102 indicates a
higher event priority 104 emergency event 102 to be handled by the
CAD system 112 or a lower priority emergency event 102 to be
handled automatically by the CAEM 146. If the emergency event 102
is determined to be of a higher event priority 104, control passes
to block 1225. Otherwise, control passes to block 1235.
[0095] In block 1225, the CAP system 144 routes the emergency event
102 to the CAD system 112 for processing. Accordingly, the CAD
system 112 may be configured to handle higher-priority emergency
event 102 by way of a dispatcher/call-taker at the CAD system
112.
[0096] In block 1230, the CAP system 144 provides the emergency
event 102 information to the dispatcher/call-taker. For example,
the CAD system 112 may establish a communications session between a
dispatcher/call-taker of the CAD system 112 and the reporting
device (e.g., the smartphone 116 executing the EPD application
118), and may facilitate handling of the emergency event 102 via
the dispatcher/call-taker. Rather than having to retrieve the event
priority 104 and event type 106 from the caller, the
dispatcher/call-taker may instead have the easier task of
confirming the information already provided by the emergency event
102, and of receiving any additional information from the
caller.
[0097] In block 1235 the CAP system 144 routes the emergency event
102 to the CAEM 146 for processing. Accordingly, the CAEM 146 may
be configured to automatically handle lower-priority emergency
event 102, without requiring the use of a dispatcher/call-taker at
the CAD system 112.
[0098] In block 1240, the CAEM 146 automatically responds to the
emergency event 102. For example, the CAEM 146 may be configured to
return a message to the user indicating that the emergency event
102 was received and will be processed. The CAEM 146 may also be
configured to request additional information from the reporter of
the emergency event 102.
[0099] In block 1245, the CAP system 144 updates the dispatch user
interface. For example, emergency event 102 information in a
display such as the user interface 1102 may be updated with the
current status of the emergency event 102 being handled. After
block 1245 the process 1200 ends.
[0100] With regard to the processes, systems, methods, heuristics,
etc. described herein, it should be understood that, although the
steps of such processes, etc. have been described as occurring
according to a certain ordered sequence, such processes could be
practiced with the described steps performed in an order other than
the order described herein. It further should be understood that
certain steps could be performed simultaneously, that other steps
could be added, or that certain steps described herein could be
omitted. In other words, the descriptions of processes herein are
provided for the purpose of illustrating certain embodiments, and
should in no way be construed so as to limit the claims.
[0101] In general, computing systems and/or devices, such as
smartphone 116, may employ any of a number of computer operating
systems, including, but by no means limited to, versions and/or
varieties of the Microsoft Windows.RTM. operating system, the Unix
operating system (e.g., the Solaris.RTM. operating system
distributed by Oracle Corporation of Redwood Shores, Calif.), the
AIX UNIX operating system distributed by International Business
Machines of Armonk, N.Y., the Linux operating system, the Mac OS X
and iOS operating systems distributed by Apple Inc. of Cupertino,
Calif., the BlackBerry OS distributed by Research In Motion of
Waterloo, Canada, and the Android operating system developed by the
Open Handset Alliance.
[0102] Computing devices such as smartphone 116 generally include
computer-executable instructions, where the instructions may be
executable by one or more computing devices such as those listed
above. Computer-executable instructions may be compiled or
interpreted from computer programs created using a variety of
programming languages and/or technologies, including, without
limitation, and either alone or in combination, Java.TM., C, C++,
Visual Basic, Java Script, Perl, etc. In general, a processor or
microprocessor receives instructions, e.g., from a memory, a
computer-readable medium, etc., and executes these instructions,
thereby performing one or more processes, including one or more of
the processes described herein. Such instructions and other data
may be stored and transmitted using a variety of computer-readable
media.
[0103] A computer-readable medium (also referred to as a
processor-readable medium) includes any non-transitory (e.g.,
tangible) medium that participates in providing data (e.g.,
instructions) that may be read by a computer (e.g., by a processor
of a computer). Such a medium may take many forms, including, but
not limited to, non-volatile media and volatile media. Non-volatile
media may include, for example, optical or magnetic disks and other
persistent memory. Volatile media may include, for example, dynamic
random access memory (DRAM), which typically constitutes a main
memory. Such instructions may be transmitted by one or more
transmission media, including coaxial cables, copper wire and fiber
optics, including the wires that comprise a system bus coupled to a
processor of a computer. Common forms of computer-readable media
include, for example, a floppy disk, a flexible disk, hard disk,
magnetic tape, any other magnetic medium, a CD-ROM, DVD, any other
optical medium, punch cards, paper tape, any other physical medium
with patterns of holes, a RAM, a PROM, an EPROM, a FLASH-EEPROM,
any other memory chip or cartridge, or any other medium from which
a computer can read.
[0104] Databases, data repositories or other data stores described
herein may include various kinds of mechanisms for storing,
accessing, and retrieving various kinds of data, including a
hierarchical database, a set of files in a file system, an
application database in a proprietary format, a relational database
management system (RDBMS), etc. Each such data store is generally
included within a computing device employing a computer operating
system such as one of those mentioned above, and are accessed via a
network in any one or more of a variety of manners. A file system
may be accessible from a computer operating system, and may include
files stored in various formats. An RDBMS generally employs the
Structured Query Language (SQL) in addition to a language for
creating, storing, editing, and executing stored procedures, such
as the PL/SQL language mentioned above.
[0105] In some examples, system elements may be implemented as
computer-readable instructions (e.g., software) on one or more
computing devices (e.g., servers, personal computers, etc.), stored
on computer readable media associated therewith (e.g., disks,
memories, etc.). A computer program product may comprise such
instructions stored on computer readable media for carrying out the
functions described herein. The EPD application 118 may be one such
computer program product. In some example, the EPD application 118
may be provided as software that when executed by the processor
provides the operations described herein. Alternatively, the EPD
application 118 may be provided as hardware or firmware, or
combinations of software, hardware and/or firmware.
[0106] Accordingly, it is to be understood that the above
description is intended to be illustrative and not restrictive.
Many embodiments and applications other than the examples provided
would be apparent upon reading the above description. The scope
should be determined, not with reference to the above description,
but should instead be determined with reference to the appended
claims, along with the full scope of equivalents to which such
claims are entitled. It is anticipated and intended that future
developments will occur in the technologies discussed herein, and
that the disclosed systems and methods will be incorporated into
such future embodiments. In sum, it should be understood that the
application is capable of modification and variation.
[0107] All terms used in the claims are intended to be given their
broadest reasonable constructions and their ordinary meanings as
understood by those knowledgeable in the technologies described
herein unless an explicit indication to the contrary in made
herein. In particular, use of the singular articles such as "a,"
"the," "said," etc. should be read to recite one or more of the
indicated elements unless a claim recites an explicit limitation to
the contrary.
[0108] The Abstract of the Disclosure is provided to allow the
reader to quickly ascertain the nature of the technical disclosure.
It is submitted with the understanding that it will not be used to
interpret or limit the scope or meaning of the claims. In addition,
in the foregoing Detailed Description, it can be seen that various
features are grouped together in various embodiments for the
purpose of streamlining the disclosure. This method of disclosure
is not to be interpreted as reflecting an intention that the
claimed embodiments require more features than are expressly
recited in each claim. Rather, as the following claims reflect,
inventive subject matter lies in less than all features of a single
disclosed embodiment. Thus the following claims are hereby
incorporated into the Detailed Description, with each claim
standing on its own as a separately claimed subject matter.
* * * * *