Integrated call handler and email systems and methods

• US 7,764,769 B2
• Filed: 08/07/2007
• Issued: 07/27/2010
• Est. Priority Date: 08/06/2004
• Status: Active Grant

• Current Assignee: Powerphone Incorporated
• Original Assignee: Powerphone Incorporated
• Inventors: Koutchouk, Francois Gerard, Salafia, Philip M., Turk, Jeremy Edward, Salafia, Christopher Michael
• Primary Examiner(s): Ramakrishnaiah; Melur
• Application Number:
  US11/835,208
• Publication Number:
  US 20080064363A1
• Time in Patent Office: 1,085 Days
• Field of Search: 379 37- 45, 379/93.24, 379/88.13, 379/88.17, 455/404.1
• US Class Current: 379/45
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/08 Annexed information, e.g. attachments
• CPC Class Codes: H04L 51/10 Multimedia information
• CPC Class Codes: H04L 51/212 using filtering or selective blocking
• CPC Class Codes: H04L 51/226 Delivery according to priorities
• CPC Class Codes: H04L 65/1079 of unsolicited session attempts, e.g. SPIT
• CPC Class Codes: H04L 65/40 Support for services or applications
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 2203/553 Data upload
• CPC Class Codes: H04M 2242/04 for emergency applications
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/90 Services for handling of emergency or hazardous situations, e.g. earthquake and tsunami warning systems [ETWS]
• CPC Class Codes: H04W 76/50 for emergency connections

Abstract

Apparatuses, systems and methods are presented for handling calls. In one embodiment, an emergency call handling system capable of receiving visual information from callers and correlating the visual information to particular incidents is disclosed. To obtain visual information, a call handler may generate and send an electronic mail message to the caller. The caller may reply to the electronic mail message and attach an image captured with, for example, a camera phone. The visual information may then be correlated to the call between the caller and call handler. In addition, unsolicited visual information received by the emergency call handling system may be prioritized, triaged and delivered to the call handler. The visual information may be used to assess an emergency situation. The visual information may be forwarded to emergency service providers.

Claims

1. An information processing system comprising:

a message priority module operable to assign priority scores based on a cellular phone number to electronic messages received by said information processing system;

a triage interface operable to display at least a portion of said electronic messages along with corresponding priority scores assigned by said message priority module;

an integration module operable to present triaged electronic messages to a communications system;

a communications module operable to send and receive said electronic messages over a computer network; and

said information processing system is operable to communicate with a database containing location information for cellular phone users and a database with a plurality of electronic message templates.

2. The information processing system of claim 1, wherein said computer network is the Internet.

3. The information processing system of claim 1, wherein said communication module is operable to receive electronic messages containing at least one of:

electronic mail;

text;

audio;

video;

or still images.

4. The information processing system of claim 1, wherein the received electronic messages are comprised of packetized information.

5. The information processing system of claim 1, wherein said communications module is operable to selectively forward received electronic messages to said message priority module.

6. The information processing system of claim 5, wherein the selective forwarding is based at least in part on a source of the received electronic messages.

7. The information processing system of claim 1, wherein said communications module is operable to send electronic messages over said computer network.

8. The information processing system of claim 7, wherein said electronic messages sent from said communications module contain at least one of instructions, images, forms and URLs.

9. The information processing system of claim 1, wherein said electronic messages are emergency related.

10. The information processing system of claim 1, further comprising an information database configured to store information including at least one of:

unique identifying components correlated to communications events;

phone numbers correlated to predeterminable sources;

phone numbers correlated to communications events;

or

locations of communications events.

11. The information processing system of claim 1, wherein each priority score for a corresponding electronic message is at least in part based on a source of that corresponding electronic message.

12. The information processing system of claim 1, wherein said message priority module is operable to forward a message containing a unique identifying component directly to said integration module.

13. The information processing system of claim 1, wherein said triage interface is operable to order said electronic messages based on said assigned priority scores.

14. The information processing system of claim 1, wherein said triage interface is operable to allow a triage interface operator to select and forward at least one of said received messages to said call handler.

15. The information processing system of claim 1, wherein said communications system is a call handling system.

16. The information processing system of claim 15, wherein said call handling system includes a computer aided dispatch system.

17. The information processing system of claim 15, wherein said call handling system includes a records management system.

18. The information processing system of claim 1, further comprising a reporting interface, said reporting interface operable to present statistics pertaining to the performance and status of at least one of:

a communications module operable to receive said electronic messages over a computer network;

said message priority module;

said triage interface; and

said integration module.

19. An emergency call handling system including:

a communications module operable to receive packetized messages over a computer network;

a message priority module operable to assign emergency-related priority scores to said received messages;

a triage interface operable to display at least a portion of said received messages along with corresponding emergency-related priority scores assigned by said message priority module;

a call handler workstation, wherein said call handler workstation includes an audio interface and a computer terminal; and

an integration module operable to present triaged received messages to a call handler through said call handler workstation; and

said emergency call handling system, is operable to communicate with a database containing location information for cellular phone users and a database with a plurality of electronic message templates.

20. The emergency call handling system of claim 19, wherein said computer network is the Internet.

21. A method of processing a message for display at a communications workstation, said method including:

receiving a message over a computer network;

verifying said message is from an approved source wherein said approved source is a cellular phone;

assigning a priority score based on a cellular phone number to said received message;

forwarding, based on said assigned priority score, said received message to said communications workstation; and

displaying, at said communications workstation, said forwarded received message and sending a second message with a unique identifying component.

22. The method of claim 21, wherein said communications workstation is a call handler workstation.

23. The method of claim 21, wherein said computer network is the Internet.

24. The method of claim 21, wherein said message is emergency related.

25. The method of claim 21, wherein said priority score is emergency related.

26. A method of performing triage on a plurality of received messages, said method comprising:

receiving a plurality of messages over a computer network;

assigning an emergency related priority score based on a cellular phone number to each of said received messages; and

ordering said received messages based on said assigned emergency related priority score;

wherein said message originated from at least one of;

an emergency responder;

a known emergency information provider;

a source related to previously received calls;

a source related to a call previously placed; and

a source related to a currently active emergency situation; and

generating a unique identifying component to identify an outgoing call.

27. A call handling system including a message priority module operable to assign priority scores based on a cellular phone number to electronic messages received by said call handling system;

including a triage interface operable to display at least a portion of said electronic messages along with corresponding priority scores assigned by said message priority module;

an integration module operable to present triaged electronic messages to a call handler;

a telephonic interface for audio communication between at least one call handler and at least one caller over a telephone network.