EMERGENCY CALL SYSTEM WITH DISTRIBUTION MANAGEMENT AND MECHANISM METHOD OF OPERATION THEREOF

• US 20120321054A1
• Filed: 06/14/2012
• Published: 12/20/2012
• Est. Priority Date: 06/20/2011
• Status: Active Grant

• Current Assignee: Zetron Inc. (Codan Ltd.)
• Original Assignee: Zetron Inc. (Codan Ltd.)
• Inventors: Emerick, Clark A.
• Granted Patent: US 8,923,488 B2
• Time in Patent Office: Days
• US Class Current: 379/37
• CPC Class Codes: H04M 11/04 with alarm systems, e.g. fire, police or burglar alarm systems
• CPC Class Codes: H04M 3/5116 for emergency applications

Abstract

A method of operation of an emergency call system includes: receiving an incoming call by a call controller; distributing a pending call request from the call controller to a selected group of workstations; and accepting the pending call request by one of the workstations including removing the pending call request from all others of the workstations in the selected group.

Claims

1. A method of operation of an emergency call system comprising:

receiving an incoming call by a call controller;

distributing a pending call request from the call controller to a selected group of workstations; and

accepting the pending call request by one of the workstations including removing the pending call request from all others of the workstations in the selected group.

2. The method as claimed in claim 1 wherein distributing the pending call request includes checking an operator qualification module for the requirements of the pending call request.

3. The method as claimed in claim 1 further comprising accessing an automatic call distribution engine by the call controller for generating the pending call request.

4. The method as claimed in claim 1 further comprising:

monitoring by a mid-call recovery controller for reestablishing a dropped call through the call controller; and

communicating through a communication interface between the selected group and the call controller.

5. The method as claimed in claim 1 further comprising accessing console servers by the call controller and the workstations.

6. A method of operation of an emergency call system comprising:

receiving an incoming call by a call controller including accessing a trunk line;

distributing a pending call request from the call controller to a selected group of workstations including accessing a call center module; and

accepting the pending call request by one of the workstations including removing the pending call request from all others of the workstations in the selected group;

wherein;

the selected group includes accessing a second emergency call center for including a workstation in the selected group.

7. The method as claimed in claim 6 wherein distributing the pending call request includes checking an operator qualification module for the requirements of the pending call request and accessing a central database manager.

8. The method as claimed in claim 6 further comprising accessing an automatic call distribution engine by the call controller for generating the pending call request including enabling a remote call controller.

9. The method as claimed in claim 6 further comprising:

monitoring by a mid-call recovery controller for reestablishing a dropped call through the call controller including accessing a central database manager by the mid-call recovery controller; and

communicating through a communication interface between the selected group and the call controller including performing a real-time back-up by a back-up center.

10. The method as claimed in claim 6 further comprising accessing console servers by the call controller and the workstations including saving a history frame, a notes panel, an audio file screen, a map window, and a picture or video frame.

11. An emergency call system comprising:

a call controller for receiving an incoming call; and

a selected group of workstations for receiving a pending call request from the call controller and accepting the pending call request by one of the workstations includes the pending call request withdrawn from all others of the workstations in the selected group.

12. The system as claimed in claim 11 further comprising an operator qualification module for distributing the pending call request to the selected group.

13. The system as claimed in claim 11 further comprising an automatic call distribution engine accessed by the call controller for generating the pending call request.

14. The system as claimed in claim 11 further comprising:

a mid-call recovery controller for reestablishing a dropped call through the call controller; and

a communication interface between the selected group and the call controller.

15. The system as claimed in claim 11 further comprising console servers accessed by the call controller and the workstations.

16. The system as claimed in claim 11 further comprising:

a trunk line accessed by the call controller; and

a call center module includes the workstations.

17. The system as claimed in claim 16 further comprising an operator qualification module and a central database manager accessed by the call controller for distributing the pending call request.

18. The system as claimed in claim 16 further comprising an automatic call distribution engine accessed by the call controller for generating the pending call request includes a remote call controller enabled.

19. The system as claimed in claim 16 further comprising:

a mid-call recovery controller for reestablishing a dropped call through the call controller includes a central database manager accessed by the mid-call recovery controller; and

a communication interface between the selected group and the call controller includes a back-up center for performing a real-time back-up.

20. The system as claimed in claim 16 further comprising console servers coupled to the call controller and the workstations for saving a history frame, a notes panel, an audio file screen, a map window, and a picture or video frame from a monitor.