Method and system for emergency call management

• US 10,165,431 B2
• Filed: 02/17/2017
• Issued: 12/25/2018
• Est. Priority Date: 09/19/2014
• Status: Active Grant

• Current Assignee: Rapidsos, Inc.
• Original Assignee: Rapidsos, Inc.
• Inventors: Bozik, Matthew, Horelik, Nicholas, Martin, Michael John, Mehta, Anil
• Primary Examiner(s): Kizou, Hassan
• Assistant Examiner(s): Shand, Robert A
• Application Number:
  US15/436,379
• Publication Number:
  US 20170164175A1
• Time in Patent Office: 676 Days
• CPC Class Codes: H04L 12/1895 for short real-time information, e.g. alarms, notifications, alerts, updates
• CPC Class Codes: H04L 41/0654 using network fault recovery ring fault isolation or reconfiguration in loop networks without recovery actions by a network management system H04L12/437
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
• CPC Class Codes: H04W 4/90 Services for handling of emergency or hazardous situations, e.g. earthquake and tsunami warning systems [ETWS]
• CPC Class Codes: H04W 76/19 Connection re-establishment
• CPC Class Codes: H04W 76/50 for emergency connections

Abstract

A system and method for generating and transmitting emergency messages and for maintaining real-time emergency communications sessions between users and emergency dispatch centers. A system receives data transmitted from a user device and constructs an emergency message related to a specific type of emergency scenario as well as the location, meta-data and background information of the user. The generated emergency message is transmitted via a communications network and delivered to an appropriate emergency dispatch center. The method enables the user to deliver a detailed request for help regardless of his or her location or, in another instance, delivers the basic emergency response related information for the user. The generated emergency message is universally compatible with emergency communications center infrastructure so long as the communications centers possess basic voice call equipment.

Claims

1. A computer-implemented method for an emergency management system to facilitate emergency communications between a wireless device and an emergency dispatch center, the method comprising:

a) receiving a request for assistance from the wireless device;

b) obtaining a device location calculated using location services on the wireless device based on location information from the wireless device;

c) providing the device location to the emergency dispatch center to associate the device location with a telephone number of the wireless device;

d) establishing a first communication session with the wireless device and a second communication session with the emergency dispatch center, and bridging the first and the second communication sessions to enable communications between the wireless device and the emergency dispatch center, wherein each communication session is independently selected from an end-to-end VoIP session, a partial VoIP session combined with a phone call, a cellular phone call, a PSTN phone call, TDM call, and a multimedia internet communication session;

e) providing access to additional information to the emergency dispatch center over an IP channel using an NG911 API; and

f) performing at least one of the following;

(1) in response to failure of the first communication session, maintaining the second communication session and attempting to re-establish the first communication session;

or (2) in response to failure of the second communication session, maintaining the first communication session and attempting to re-establish the second communication session.

2. The method of claim 1, wherein providing the device location to the emergency dispatch center comprises updating a database referenced by the emergency dispatch center with the device location.

3. The method of claim 2, wherein updating the database comprises sending the device location to an application programming interface of a routing service provider for insertion into the database, wherein the database is an automatic location identification database.

4. The method of claim 1, further comprising obtaining identifying information associated with the emergency dispatch center, the identifying information comprising at least one of location and infrastructure capabilities of the emergency dispatch center.

5. The method of claim 1, further comprising sending an emergency communication to the emergency dispatch center, wherein the emergency communication is provided to the emergency dispatch center in a format compatible with the emergency dispatch center based on infrastructure capabilities of the emergency dispatch center.

6. The method of claim 1, further comprising determining whether a reliable data connection between the wireless device and the emergency dispatch center is available, wherein the device location is provided to the emergency dispatch center over an IP network when the reliable data connection is available.

7. The method of claim 6, wherein the device location is provided via SMS directly to the emergency dispatch center when the reliable data connection is not available and a reliable cellular connection between the wireless device and the emergency dispatch center is available.

8. The method of claim 7, wherein a PSTN phone call is initiated between the wireless device and the emergency dispatch center when the reliable data connection and the reliable cellular connection are not available and a PSTN telephone connection between the wireless device and the emergency dispatch center is available.

9. The method of claim 1, further comprising obtaining user input confirming the device location of the wireless device.

10. The method of claim 1, further comprising obtaining user input selecting a new location other than the device location of the wireless device, and, responsive to the user input selecting the new location, providing the new location to the emergency dispatch center.

11. The method of claim 1, further comprising verifying and managing user information stored on a user database, wherein the user information comprises the device location.

12. The method of claim 1, wherein the device location is sent to the emergency dispatch center via at least one wireless communication link using Wi-Fi, a cellular network, or a Bluetooth network.

13. The method of claim 1, wherein the location information comprises a geographic location of the wireless device obtained from a GPS receiver.

14. A wireless device for requesting emergency assistance comprising a user interface and a processor, the wireless device configured to perform steps comprising:

a) receiving a request for assistance;

b) using location services on the wireless device to determine a device location based on location information from the wireless device;

c) providing the device location of the wireless device to an emergency management system, wherein the emergency management system provides the device location to an emergency dispatch center to associate the device location with a telephone number of the wireless device;

d) engaging in communications with the emergency dispatch center, wherein the communications comprises a first communication session with the emergency management system and a second communication session between the emergency management system and the emergency dispatch center, wherein the first and the second communication sessions are bridged to enable communications between the wireless device and the emergency dispatch center, wherein each communication session is independently selected from an end-to-end VoIP session, a partial VoIP session combined with a phone call, a cellular phone call, a PSTN phone call, TDM call, and a multimedia internet communication session;

e) providing additional information to the emergency management system that is made accessible to the emergency dispatch center over an IP channel using an NG911 API; and

f) accepting a request made by the emergency management system to re-establish the first communication session, wherein the request is made in response to failure of the first communication session.

15. The device of claim 14, wherein the wireless device is configured to provide the device location of the wireless device to the emergency management system, which updates a database referenced by the emergency dispatch center.

16. The device of claim 15, wherein the database is updated with the device location that is provided to an application programming interface of a routing service provider for insertion into the database, wherein the database is an automatic location identification database.

17. The device of claim 14, wherein the wireless device engages in the communication session with the emergency dispatch center that is selected based on identifying information associated with the emergency dispatch center, the identifying information comprising at least one of location and infrastructure capabilities.

18. The device of claim 14, wherein the wireless device is configured to determine whether a reliable data connection is available, wherein the wireless device is configured to send the device location over an IP network when the reliable data connection is available.

19. The device of claim 18, wherein the wireless device is configured to send the device location via SMS when the wireless device determines that the reliable data connection is not available and that a reliable cellular connection is available.

20. The device of claim 19, wherein the wireless device initiates a PSTN phone call when the wireless device determines that the reliable data connection and the reliable cellular connection are not available and that a PSTN telephone connection is available.

21. The device of claim 14, wherein the wireless device is configured to receive an input from a user selecting a new location other than the device location, and, responsive to the user selecting the new location, provide the new location to the emergency dispatch center.

22. An emergency management system for managing emergency communications, the system comprising:

(a) at least one input/output system configured to receive a request for assistance from a wireless device;

(b) at least one processor in communication with the at least one input/output system and configured to perform steps comprising;

i) receiving the request for assistance from the at least one input/output system;

ii) obtaining a device location calculated using location services on the wireless device based on the location information from the wireless device;

iii) associating the device location with a telephone number of the wireless device, wherein the device location is provided to an emergency dispatch center;

iv) establishing a first communication session with the wireless device and a second communication session with the emergency dispatch center, and bridging the first and the second communication sessions to enable communications between the wireless device and the emergency dispatch center, wherein each communication session is selected from an end-to-end VoIP session, a partial VoIP session combined with a phone call, a cellular phone call, a PSTN phone call, TDM call, and a multimedia internet communication session;

v) providing access to additional information to the emergency dispatch center over an IP channel using an NG911 API; and

vi) performing at least one of the following;

(1) in response to failure of the first communication session, maintaining the second communication session and attempting to re-establish the first communication session;

or (2) in response to failure of the second communication session, maintaining the first communication session and attempting to re-establish the second communication session.

23. The system of claim 22, wherein the at least one processor is configured to provide the device location to the emergency dispatch center by updating a database referenced by the emergency dispatch center.

24. The system of claim 23, wherein the at least one processor is configured to update the database by sending the device location to an application programming interface of a routing service provider for insertion into the database, wherein the database is an automatic location identification database.

25. The system of claim 22, wherein the at least one processor is configured to obtain identifying information associated with the emergency dispatch center, the identifying information comprising at least one of location and infrastructure capabilities.

26. The system of claim 22, wherein the at least one processor is configured to determine whether a reliable data connection to the emergency dispatch center is available, wherein the device location is provided to the emergency dispatch center over an IP network when the reliable data connection to the emergency dispatch center is available.

27. The system of claim 26, wherein the device location is provided via SMS directly to the emergency dispatch center when the processor determines that the reliable data connection is not available and that a reliable cellular connection between the wireless device and the emergency dispatch center is available.

28. The system of claim 22, wherein the system is configured to receive an input from a user selecting a new location other than the device location, and, responsive to the user selecting the new location, provide the new location to the emergency dispatch center.

29. The system of claim 22, wherein the system further comprises a user database for verifying and managing user information, wherein the user information comprises the location information.