Method, apparatus, and system for providing real-time PSAP call analysis

• US 8,817,952 B2
• Filed: 03/15/2013
• Issued: 08/26/2014
• Est. Priority Date: 12/13/2012
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Bentley, Jon, Fletcher, Mark, Levi, Avram, Michaelis, Paul Roller, Teutsch, Heinz, Hall, Joseph L.
• Primary Examiner(s): TIEU, BINH KIEN
• Application Number:
  US13/832,741
• Publication Number:
  US 20140169534A1
• Time in Patent Office: 529 Days
• Field of Search: 379/32.01, 379/32.04, 379/37, 379/38, 379/45, 379/47, 455/401.01, 700/28, 700/29, 700/30, 700/83, 700/231, 700/233, 700/237, 700/243, 700/246
• US Class Current: 379/45
• CPC Class Codes: G10L 21/0364 for improving intelligibility
• CPC Class Codes: G10L 25/48 specially adapted for particular use
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/5116 for emergency applications

Abstract

Methods, apparatus, and systems are provided such that a Public Safety Answering Point (PSAP) may utilize a new model to handle Open Line emergency calls, including audio optimization, automation, analysis, and presentation. Embodiments of the present disclosure assist with the difficult task of identifying background noise while trying to listen and talk to a caller, and give the best possible audio from the caller to the emergency call-taker or dispatcher. More particularly, an audio stream is split into at least two instances, with a first instance being optimized for speech intelligibility and provided to a call-taker or dispatcher and a second instance being provided for background sound analysis. Accordingly, the new PSAP Open Line model may allow for significantly more efficient emergency assessment, location, and management of resources.

Claims

1. A method for handling emergency calls, comprising:

receiving a call that includes audible information;

delivering the audible information to a stream splitter module;

using the stream splitter module, creating a first instance of the audible information and a second instance of the audible information;

providing the first instance of the audible information to a speech intelligibility optimizer;

using the speech intelligibility optimizer, optimizing the first instance of the audible information;

providing an optimized first instance of the audible information to a workstation;

providing the second instance of the audible information to a sound library module for background sound analysis;

comparing the second instance of the audible information to known sound information in the sound library module; and

providing the background sound analysis of the second instance of the audible information to the workstation.

2. The method of claim 1, wherein the one or more calls are received at a PSAP (Public Safety Answering Point).

3. The method of claim 1, further comprising answering the call.

4. The method of claim 3, further comprising:

determining that the call is an Open Line call; and

in response to determining that the call is an Open Line call, initiating Open Line call procedures.

5. The method of claim 4, wherein Open Line call procedures include generating a display on the workstation requesting validation of the Open Line call and creation of the at least first instance of the audible information.

6. The method of claim 1, wherein a call analysis user interface module provides the optimized first instance of the audible information and a comparison result of the second instance of the audible information to at least one of a call-taker and a dispatcher.

7. The method of claim 1, wherein a display is generated on the workstation, the display comprising at least one of the optimized first instance of the audible information, the second instance of the audible information, the background sound analysis of the second instance of the audible information, a map, a credibility factor, a dispatch decision pop-up, telephone controls, speed dial options, a timer, a Short Message Service (SMS) box, a response agencies window, and training materials.

8. The method of claim 7, further comprising:

based on the display, determining an emergency exists requiring dispatch.

9. The method of claim 8, further comprising:

determining resources to dispatch in response to determining an emergency requiring dispatch exists.

10. A system that facilitates the handling of emergency calls, comprising:

a communication server, including;

a communication interface;

a processor;

memory, wherein modules are stored in the memory and executed by the processor,

wherein the modules operate to receive calls at the communication server that include audible information, wherein the modules operate to create a first instance of the audible information for speech and a second instance of the audible information for background noise, wherein the modules operate to optimize the first instance of the audible information, wherein the modules operate to analyze the second instance of the audible information, and wherein the modules provide an output of an optimization and an output of an analysis to a workstation.

11. The system of claim 10, wherein the one or more calls are received at a PSAP (Public Safety Answering Point).

12. The system of claim 10, further comprising:

a stream splitter module that creates a first instance of audible information and a second instance of audible information;

a sound library module that performs a background sound analysis to compare the second instance of the audible information to known sound information;

a credibility weighting module that computes a weighted average based on multiple data;

a call analysis user interface module that creates a display;

an auto-dispatch module that dispatches emergency resources; and

a contact and reverse 911 module that transmits emergency messages.

13. The system of claim 12, wherein the call analysis user interface module further operates to generate a display on the workstation requesting validation of the Open Line call and creation of the at least first instance of the audible information.

14. The system of claim 12, wherein the call analysis user interface module further operates to provide the optimized first instance of the audible information and a comparison result of the second instance of the audible information to at least one of a call-taker and a dispatcher.

15. The system of claim 14, further comprising determining, based on the display, whether or not there is an emergency requiring dispatch.

16. A non-transitory computer readable medium having stored thereon computer executable instructions, the computer executable instructions causing a processor to execute a method for facilitating emergency call handling by a communication system, the computer executable instructions comprising:

instructions to receive a call that includes audible information;

instructions to deliver the audible information to a stream splitter module;

instructions to use the stream splitter module to create a first instance of the audible information and a second instance of the audible information;

instructions to provide the first instance of the audible information to a speech intelligibility optimizer;

instructions to use the speech intelligibility optimizer to optimize the first instance of the audible information;

instructions to provide an optimized first instance of the audible information to a workstation;

instructions to provide the second instance of the audible information to a sound library module for background sound analysis;

instructions to compare the second instance of the audible information to known sound information in the sound library module as part of the background sound analysis; and

instructions to provide a result of the background sound analysis of the second instance of the audible information to the workstation.

17. The non-transitory computer-readable medium of claim 16, wherein the instructions to receive the call including audible information includes instructions to assist one of a call-taker and a dispatcher with an analysis of an Open Line call.

18. The non-transitory computer-readable medium of claim 16, wherein the optimization of the first instance of audible information includes adjustments for acoustic characteristics, speech intelligibility, and noise filtration.

19. The non-transitory computer-readable medium of claim 16, wherein the analysis of the second instance of the audible information includes comparisons involving power signatures, bioacoustics, animal sounds, gunshot sounds, background speech, announcements, noise from planes, noise from trains, noise from automobiles, water sounds, office sounds, nature sounds, and tool sounds.

20. The non-transitory computer-readable medium of claim 16, wherein the workstation corresponds to at least one of a general purpose computer, a tablet, a laptop, and a thin client device.