REMOTE MEDIA CALL CENTER
First Claim
1. A call center processing system comprising:
- a network infrastructure interface for receiving an incident report from an external network;
a media database;
a memory coupled to the media database and the network infrastructure interface, the memory comprising;
a media aggregation program comprising instructions for;
accepting third party media associated with the incident report and obtaining third party classification information;
select incident information from the incident report;
building a media record based on the incident information and the third party classification information;
storing the media record and the third party media in the media database; and
a processor coupled to the memory for executing the media aggregation program.
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Accused Products
Abstract
The call center processing system disclosed enhances the capabilities of traditional call centers. In particular, the processing system allows a call center to receive, aggregate, and index many different types of media obtained from a wide variety of sources and that relate to many different types of incidents. Thus, for example, the processing system provides a third party with the option of submitting call phone camera pictures, audio input, video camera footage, and other types of media when reporting an incident to the call center. The call center may be an emergency number (e.g., 911) call center, a service center (e.g., for a home appliance), a news reporting call center, or any other type of interactive information exchange.
34 Citations
20 Claims
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1. A call center processing system comprising:
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a network infrastructure interface for receiving an incident report from an external network; a media database; a memory coupled to the media database and the network infrastructure interface, the memory comprising; a media aggregation program comprising instructions for; accepting third party media associated with the incident report and obtaining third party classification information; select incident information from the incident report; building a media record based on the incident information and the third party classification information; storing the media record and the third party media in the media database; and a processor coupled to the memory for executing the media aggregation program. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A call center processing system comprising:
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a network infrastructure interface for receiving an incident report from an external network; a media database; a memory coupled to the media database and the network infrastructure interface, the memory comprising; a media aggregation program comprising instructions for; accepting third party media associated with the incident report and third party classification information from the external network; deriving incident information from the incident report; building a media record from the incident information and the third party classification information; and storing the media record and the third party media in the media database; and a dispatch program comprising instructions for; analyzing the incident information to determine an incident location; preparing an incident alert for transmission; and initiating transmission of the incident alert to a subscriber entity; and a processor coupled to the memory for executing the media aggregation program and the dispatch program.
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16. A method for processing incident information in a call center, the method comprising the steps of:
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obtaining incident information and media associated with an incident of interest from a third party; ascertaining the subject matter of the incident of interest based on the incident information and media; determining a processing entity for processing the incident of interest; and routing incident data derived from the incident information and media to the processing entity. - View Dependent Claims (17, 18, 19, 20)
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Specification