Method of identifying a location of a source of an emergency call in a call center environment

• US 6,289,083 B1
• Filed: 02/16/2000
• Issued: 09/11/2001
• Est. Priority Date: 02/16/2000
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronic Commerce Corporation (Rockwell International Corporation)
• Inventors: Ray, Debes
• Primary Examiner(s): Chan, Wing F.
• Application Number:
  US09/505,210
• Time in Patent Office: 573 Days
• Field of Search: 379/37-51
• US Class Current: 379/49
• CPC Class Codes: H04M 11/04 with alarm systems, e.g. fire, police or burglar alarm systems
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 2242/04 for emergency applications
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• 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 3/5116 for emergency applications
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13163 Fault alarm
• CPC Class Codes: H04Q 2213/1325 Priority service
• CPC Class Codes: H04Q 2213/1337 Operator, emergency services

Abstract

A method and apparatus are provided for routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations. The method includes the steps of receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations and retrieving an identifier of a predetermined public safety entity responsible for serving the local of the workstation from a database of the automatic call distributor. The method further includes the step of forwarding the call along with an identifier of the agent workstation to the public safety entity.

Claims

1. A method of routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations, such method comprising the steps of:

receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations;

retrieving an identifier of a predetermined public safety entity responsible for serving the local of the workstation from a database of the automatic call distributor; and

forwarding the call along with an identifier of the agent workstation to the public safety entity.

2. The method of routing the emergency call as in claim 1 further comprising identifying a location of the agent workstation within a database of the public safety entity using the transferred identifier of the agent workstation.

3. The method of routing the emergency call as in claim 1 further comprising identifying the agent workstation based upon an identity of a port of a switch of the automatic call distributor which received the call.

4. The method of routing the emergency call as in claim 1 further comprising identifying the agent workstation based upon a workstation identifier received by the automatic call distributor from the workstation along with the emergency call.

5. The method of routing the emergency call as in claim 1 wherein the step of retrieving an identifier of a predetermined public safety entity further comprises retrieving an identifier of a predefined trunk of a trunk group serving the automatic call distributor.

6. The method of routing the emergency call as in claim 5 further comprising transferring a public safety entity access number sequence through the identified predetermined trunk as a called number.

7. The method of routing the emergency call as in claim 6 wherein the public safety number sequence is further comprises 9-1-1.

8. The method of routing the emergency call as in claim 6 further comprising receiving the public safety number sequence by a central office of a connected public switch telephone network and connecting the automatic call distributor with the predetermined public safety entity.

9. The method of routing the emergency call as in claim 1 wherein the step of transferring the identifier of the agent workstation to the public safety entity further comprises transferring the identifier as an ISDN user-to-user information element.

10. The method of routing the emergency call as in claim 1 wherein the step of transferring the identifier of the agent workstation to the public safety entity further comprises transferring the identifier as channel associated information.

11. The method of routing the emergency call as, in claim 1 wherein the step of identifying a location of the agent workstation within a database of the public safety entity using the transferred identifier of the agent workstation further comprises entering an Automatic Location Identification database of the public safety entity using the identifier of the workstation.

12. An apparatus for routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations, such apparatus comprising:

means for receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations;

means for retrieving an identifier of a predetermined public safety entity responsible for serving the local of the workstation from a database of the automatic call distributor; and

means for forwarding the call along with an identifier of the agent workstation to the public safety entity.

13. The apparatus for routing the emergency call as in claim 12 further comprising means for identifying a location of the agent workstation within a database of the public safety entity using the transferred identifier of the agent workstation.

14. The apparatus for routing the emergency call as in claim 12 further comprising means for identifying the agent workstation based upon an identity of a port of a switch of the automatic call distributor which received the call.

15. The apparatus for routing the emergency call as in claim 12 further comprising means for identifying the agent workstation based upon a workstation identifier received by the automatic call distributor from the workstation along with the emergency call.

16. The apparatus for routing the emergency call as in claim 12 wherein the means for retrieving an identifier of a predetermined public safety entity further comprises means for retrieving an identifier of a predefined trunk of a trunk group serving the automatic call distributor.

17. The apparatus for routing the emergency call as in claim 16 further comprising means for transferring a public safety entity access number sequence through the identified predetermined trunk as a called number.

18. The apparatus for routing the emergency call as in claim 17 wherein the public safety number sequence further comprises 9-1-1.

19. The apparatus for routing the emergency call as in claim 17 further comprising means for receiving the public safety number sequence by a central office of a connected public switch telephone network and connecting the automatic call distributor with the predetermined public safety entity.

20. The apparatus for routing the emergency call as in claim 12 wherein the means for transferring the identifier of the agent workstation to the public safety entity further comprises means for transferring the identifier as an ISDN user-to-user information element.

21. The apparatus for routing the emergency call as in claim 12 wherein the means for transferring the identifier of the agent workstation to the public safety entity further comprises means for transferring the identifier as channel associated information.

22. The apparatus for routing the emergency call as in claim 12 wherein the means for identifying a location of the agent workstation within a database of the public safety entity using the transferred identifier of the agent workstation further comprises means for entering an Automatic Location Identification database of the public safety entity using the identifier of the workstation.

23. An apparatus for routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations, such apparatus comprising:

a call processor adapted to receive an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations;

a memory adapted to retrieve an identifier of a predetermined public safety entity responsible for serving the local of the workstation from a database of the automatic call distributor; and

a call processor adapted to forward the call along with an identifier of the agent workstation to the public safety entity.

24. The apparatus for routing the emergency call as in claim 23 further comprising an Automatic Location Identifier within the public safety entity adapted to retrieve a location of the agent workstation based upon the identifier of the agent workstation.

25. The apparatus for routing the emergency call as in claim 23 further comprising a port identification processor adapted to identifying the agent workstation based upon an identity of a port of a switch of the automatic call distributor which received the call.

26. The apparatus for routing the emergency call as in claim 23 further comprising a workstation identifier adapted to be transferred to the automatic call distributor from the workstation along with the emergency call.

27. The apparatus for routing the emergency call as in claim 23 wherein the identifier of the public safety entity further comprises an identifier of a predefined trunk of a trunk group serving the workstation.

28. The apparatus for routing the emergency call as in claim 23 wherein the identifier of the public safety entity further comprising a public safety entity access number sequence adapted to be transferred through the identified predetermined trunk as a called number.

29. The apparatus for routing the emergency call as in claim 28 wherein the public safety number sequence further comprises 9-1-1.

30. The apparatus for routing the emergency call as in claim 28 further comprising a central office of a connected public switch telephone network adapted to receive the public safety entity access number.

31. The apparatus for routing the emergency call as in claim 30 wherein the central office further comprises an ISDN interface adapted to transfer the identifier as an ISDN user-to-user information element.

32. The apparatus for routing the emergency call as in claim 23 wherein the call processor further comprises a communication processor adapted to transfer the identifier of the agent workstation as channel associated information.

33. The apparatus for routing the emergency call as in claim 23 wherein the identifier of the agent workstation further comprises indicia of identity adapted to locate a location of the agent workstation within an Automatic Location Identification database of the public safety entity.

34. A method of routing emergency calls received by an automatic call distributor from a plurality of agent workstations, such method comprising the steps of:

receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations;

retrieving an identifier of a call routing path from a database of the automatic call distributor between the automatic call distributor and a predetermined public safety facility of the workstation;

transferring the call to the public safety facility along with an identifier of the agent workstation; and

identifying a location of the agent workstation within a database of the public safety facility using the identifier of the agent workstation.