Public service answering point with automatic triage capability

• US 20020106059A1
• Filed: 03/25/2002
• Published: 08/08/2002
• Est. Priority Date: 06/16/1998
• Status: Abandoned Application

• Current Assignee: Kroll Family Trust
• Original Assignee: Kroll Family Trust
• Inventors: Kroll, Mark W., Kroll, Karl J.F.
• Application Number:
  US10/107,834
• Publication Number:
  US 20020106059A1
• Time in Patent Office: Days
• US Class Current: 379/45
• CPC Class Codes: H04M 11/04 with alarm systems, e.g. fire, police or burglar alarm systems

Abstract

A public service answering point (PSAP) system is taught that will perform a triage on incoming calls both fully automatically and with caller interaction. The system will progressively shave out duplicate and redundant calls and give high priority to calls that may represent a violent crime or life-threatening medical emergency in progress.

Claims

1. A public safety answering point comprising:

phone call receiving circuitry,

a central processing unit connected to said circuitry,

operator consoles connected to the central processing unit, with the central processing unit executing a stored program to select the highest priority calls for presentation to the operator console,

where the priority score is calculated from the length of the time the caller has been in the queue,and

one other factor besides the amount of time in the queue, so as to automatically triage incoming emergency phone calls so that the most critical ones are answered first.

2. The public safety answering point of claim 1 in which the call location is used as one other factor to assign priority.

3. The public safety answering point of claim 1 in which the likelihood of a call being a duplicate is used as one other factor to assign priority.

4. The public safety answering point of claim 1 in which the caller receives a customized hold message depending upon their location.

5. The public safety answering point of claim 1 in which the caller receives a customized hold message describing an incident that the caller may be referring to.

6. The public safety answering point of claim 1 in which the priority is adjusted by the orientation of the vector of a known existing incident to the caller with respect to the roadway of the known existing incident'"'"'s orientation.

7. The public safety answering point of claim 1 in which the caller is prompted to enter location information with the telephone keypad.

8. The public safety answering point of claim 1 in which the stress in the voice is used as one other factor to assign priority.

9. The public safety answering point of claim 1 in which the presence or absence of key words in the oral communication is used as one other factor to assign priority.

10. The public safety answering point of claim 1 in which automatic CPR instructions are given if cardiac arrest is suggested.

11. The public safety answering point of claim 1 in which the keypad signature is analyzed.

12. The public safety answering point of claim 1 in which speech recognition is performed on the oral communication of the caller.

13. The public safety answering point of claim 1 in which the caller'"'"'s name is requested and then matched against law enforcement databases.

14. The public safety answering point of claim 1 in which the presence of gun shot sound is used as one other factor to assign priority.

15. The public safety answering point of claim 1 in which the presence of a human scream is used as one other factor to assign priority.

16. The public safety answering point of claim 1 in which the history of the reliability of previous calls from the location is used as one other factor to assign priority.

18. The method for processing emergency calls of claim 17 in which the call location is used as one other factor to assign priority.

19. The method for processing emergency calls of claim 17 in which the likelihood of a call being a duplicate is used as one other factor to assign priority.

20. The method for processing emergency calls of claim 17 in which the caller receives a customized hold message depending upon their location.

21. The method for processing emergency calls of claim 17 in which the caller receives a customized hold message describing an incident that the caller may be referring to.

22. The method for processing emergency calls of claim 17 in which the priority is adjusted by the orientation of the vector of a known existing incident to the caller with respect to the roadway of the known existing incident'"'"'s orientation.

23. The method for processing emergency calls of claim 17 in which the caller is prompted to enter location information with the telephone keypad.

24. The method for processing emergency calls of claim 17 in which the stress in the voice is used as one other factor to assign priority.

25. The method for processing emergency calls of claim 17 in which the presence or absence of key words in the oral communication is used as one other factor to assign priority.

26. The method for processing emergency calls of claim 17 in which automatic CPR instructions are given if cardiac arrest is suggested.

27. The method for processing emergency calls of claim 17 in which the keypad signature is analyzed.

28. The method for processing emergency calls of claim 17 in which speech recognition is performed on the oral communication of the caller.

29. The method for processing emergency calls of claim 17 in which the caller'"'"'s name is requested and then matched against law enforcement databases.

30. The method for processing emergency calls of claim 17 in which the presence of gun shot sound is used as one other factor to assign priority.

31. The method for processing emergency calls of claim 17 in which the presence of a human scream is used as one other factor to assign priority.

32. The method for processing emergency calls of claim 17 in which the history of the reliability of previous calls from the location is used as one other factor to assign priority.

17. A method for processing emergency calls comprising the steps of:

connecting to a call,

assigning a priority score to the call, and

answering the call with the highest priority score where the priority score is calculated from the length of the time the caller has been in the queue,and

at least one other factor besides the amount of time in the queue, so as to automatically triage incoming emergency phone calls so that the most critical ones are answered first.