Call centers with image or video based priority
First Claim
1. A method for managing calls, comprising:
- receiving a plurality of calls related to a plurality of events, wherein at least a portion of the calls are queued to await handling by an agent;
collecting a plurality of images or videos from one or more of the queued calls;
prioritizing the queued calls for handling by an agent based on a plurality of different event types determined from the collected images and/or videos; and
selecting a call for handling by an agent based on the image/video based priority.
1 Assignment
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Accused Products
Abstract
Disclosed are apparatus and methods for utilizing the camera or video capability of particular communication devices, such as cell phones, to enhance handling of calls, such as emergency calls. In one implementation, when a call is made to an emergency response center (ERC) using an image/video capable communication device is queued until an agent is available for handling the call, one or more images or video may be collected from such caller by utilizing the image/video capability of the caller'"'"'s communication device. The images collected from a plurality of different callers may then be sorted into different event groups. For instance, all the images/video that relate to a same emergency event, such as a traffic accident, are grouped together into a same event group. The different groups can then be prioritized for handling by an available agent. Additionally, the individual callers for each group may also be prioritized based on the collected images/video, e.g., the caller that is closest to the emergency event may be called first.
46 Citations
27 Claims
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1. A method for managing calls, comprising:
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receiving a plurality of calls related to a plurality of events, wherein at least a portion of the calls are queued to await handling by an agent; collecting a plurality of images or videos from one or more of the queued calls; prioritizing the queued calls for handling by an agent based on a plurality of different event types determined from the collected images and/or videos; and selecting a call for handling by an agent based on the image/video based priority. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A computer system managing calls, comprising:
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one or more processors; one or more memory, wherein at least one of the processors and memory are configured for; receiving a plurality of calls related to a plurality of events, wherein at least a portion of the calls are queued to await handling by an agent; collecting a plurality of images or videos from one or more of the queued calls; prioritizing the queued calls for handling by an agent based on a plurality of different event types determined from the collected images and/or videos; and selecting a call for handling by an agent based on the image/video based priority. - View Dependent Claims (15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26)
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27. An apparatus for managing calls, comprising:
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means for receiving a plurality of calls related to a plurality of events, wherein at least a portion of the calls are queued to await handling by an agent; means for collecting a plurality of images or videos from one or more of the queued calls; means for prioritizing the queued calls for handling by an agent based on a plurality of different event types determined from the collected images and/or videos; and means for selecting a call for handling by an agent based on the image/video based priority.
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Specification