Call management system for a command center utilizing call metadata

• US 10,348,888 B1
• Filed: 08/03/2018
• Issued: 07/09/2019
• Est. Priority Date: 08/03/2018
• Status: Active Grant

• Current Assignee: Motorola Solutions, Inc.
• Original Assignee: Motorola Solutions, Inc.
• Inventors: Arnold, Scott, Folden, Julianne, Marcus, Daniel, Vailencour, Lisa
• Primary Examiner(s): Tran, Quoc D
• Application Number:
  US16/054,806
• Time in Patent Office: 340 Days
• Field of Search: 379 37, 379 45
• CPC Class Codes: H04M 11/04 with alarm systems, e.g. fire, police or burglar alarm systems
• CPC Class Codes: H04M 2242/04 for emergency applications
• CPC Class Codes: H04M 2242/14 with services dependent on location
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42357 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04W 4/023 using mutual or relative location information between multiple location based services [LBS] targets or of distance thresholds
• CPC Class Codes: H04W 4/90 Services for handling of emergency or hazardous situations, e.g. earthquake and tsunami warning systems [ETWS]

Abstract

Methods and systems for optimizing a call queue at a dispatch center. One system includes an electronic computing device including an electronic processor configured to define an incident based on a first call received from a first communication device, wherein the incident includes an incident location, receive, from a second communication device operated by a caller, a second call, perform an analysis of a metadata of the second call, determine a caller identification based on the metadata of the second call when the electronic processor determines, based on the analysis, that either (1) a call traffic level, following the first call, exceeds a call traffic threshold, or (2) a location of the second communication device is proximate to a location of the incident, and direct the second call to either a primary call handling workstation or a secondary call handling workstation based on the caller identification.

Claims

1. A system for managing calls at a command center, the system comprising:

an electronic computing device including an electronic processor configured to

define an incident based on a first call received from a first communication device, wherein the incident includes an incident location;

receive, from a second communication device operated by a caller, a second call;

perform an analysis of a metadata of the second call;

determine a caller identification based on the metadata of the second call when the electronic processor determines, based on the analysis, that either (1) a call traffic level, following the first call, exceeds a call traffic threshold, or (2) a location of the second communication device is proximate to the incident location;

determine, in response to either (1) or (2), a call factor, the call factor including either or both a direction of travel of the second communication device and a speed of travel of the second communication device, and

direct the second call to either a primary call handling workstation or a secondary call handling workstation based on the caller identification and call factor.

2. The system of claim 1, wherein the electronic processor is further configured to

determine, based on the call factor, a risk level of the caller.

3. The system of claim 2, wherein the electronic processor is further configured to determine, based on the risk level, whether to direct the second call to the primary call handling workstation or the secondary call handling workstation.

4. The system of claim 1, wherein the call factor further includes at least one selected from the group of an incident identity, the location of the second communication device with respect to a scene of the incident, and a role of the caller.

5. The system of claim 2, wherein the electronic processor is further configured to

compare the risk level of the second call to a risk threshold;

and

direct the second call to the second call handling workstation in response to determining that the risk level fails to exceed the risk threshold, wherein the second call handling workstation is an automated call handler.

6. The system of claim 1, wherein the metadata includes at least one selected from the group consisting of a call timestamp and the location of the second communication device.

7. The system of claim 1, wherein the secondary call handling workstation is an automated call handler.

15. The system of claim 2, wherein the electronic processor is further configured to, when the second call is directed to the secondary call handling workstation, determine, during the second call, that the risk level is greater than previously determined and direct the second call to the primary call handling workstation.

16. The system of claim 1, wherein the electronic processor is further configured to, when the second call is directed to the secondary call handling workstation, determine, during the second call, that the caller has new information regarding the incident or another incident and direct the second call to the primary call handling workstation.

17. The system of claim 1, wherein the call factor is updated based on received information received during the second call.

8. A method for managing calls at a command center, the method comprising:

defining, with an electronic processor, an incident based on a first call received from a first communication device, wherein the incident includes an incident location;

receiving, from a second communication device operated by a caller, a second call;

performing, with the electronic processor, an analysis of a metadata of the second call;

determining, with the electronic processor and based on the analysis of the metadata, that either (1) a call traffic level, following the first call, exceeds a call traffic threshold, or (2) a location of the second communication device is proximate to the incident location;

determining, with the electronic processor, a caller identification based on the metadata of the second call in response to determining that either (1) the call traffic level, following the first call, exceeds the call traffic threshold, or (2) the location of the second communication device is proximate to the incident location;

determining, in response to either (1) or (2), a call factor, the call factor including either or both a direction of travel of the second communication device and a speed of travel of the second communication device, and

directing, with the electronic processor, the second call to either a primary call handling workstation or a secondary call handling workstation based on the caller identification and the call factor.

9. The method of claim 8 further comprising

determining, with the electronic processor and based on the call factor, a risk level of the caller.

10. The method of claim 9 further comprising:

determining, with the electronic processor and based on the risk level, whether to direct the second call to the primary call handling workstation or the secondary call handling workstation.

11. The method of claim 8, wherein the call factor further includes at least one selected from the group of an incident identity, the location of the second communication device with respect to a scene of the incident, and a role of the caller.

12. The method of claim 9 further comprising:

comparing, with the electronic processor, the risk level of the second call to a risk threshold; and

directing, with the electronic processor, the second call to the secondary call handling workstation in response to determining that the risk level fails to exceed the risk threshold, wherein the secondary call handling workstation is an automated call handler.

13. The method of claim 8, wherein the metadata includes at least one selected from the group consisting of a call timestamp and the location of the second communication device.

14. The method of claim 8, wherein the secondary call handling workstation is an automated call handler.

18. The method of claim 9, the method further comprising when the second call is directed to the secondary call handling workstation, determining, during the second call, that the risk level is greater than previously determined and direct the second call to the primary call handling workstation.

19. The method of claim 8, the method further comprising when the second call is directed to the secondary call handling workstation, determine, during the second call, that the caller has new information regarding the incident or another incident and direct the second call to the primary call handling workstation.

20. The method of claim 8, wherein the call factor is updated based on received information received during the second call.