RESPONSE ADVISOR FOR A CALL HANDLING SYSTEM
First Claim
1. A call handling system, including:
- a call handler interface configured for receiving call information from a caller; and
an advisory component communicatively coupled to the call handler interface to detect an event from the call information and generate one or more relative importance indicators based on at least a portion of the call information, wherein the advisory component provides the one or more relative importance indicators to a user of the call handling system via call handler interface.
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Accused Products
Abstract
Systems and methods are presented for handling calls. In one embodiment of the invention, a call handling system is configured for handling a variety of emergency and/or non emergency related calls. The call handling system may enable recognition of and response to received call information. The call handling system comprises a call interface configured for receiving the call information. A processor is communicatively coupled to the call interface and configured for processing the call information to initiate a protocol. This protocol may, as it progresses, be used to generate data for use in a CAD system. The CAD system may subsequently dispatch responders based on the generated data. The call handling system includes an advisory component that recommends a type of dispatch and a risk assessment. The call handling system also includes a build component that allows for the generation of protocols.
28 Citations
29 Claims
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1. A call handling system, including:
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a call handler interface configured for receiving call information from a caller; and
an advisory component communicatively coupled to the call handler interface to detect an event from the call information and generate one or more relative importance indicators based on at least a portion of the call information, wherein the advisory component provides the one or more relative importance indicators to a user of the call handling system via call handler interface. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A call handling system, including:
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a call handler interface component for receiving call information, wherein the call handling interface component includes a storage unit configured for storing one or more protocols used in directing a call handler to respond to a caller and a processor for processing the call information and populating a database with one or more terms based on the call information, wherein the one or more terms are cross referenced to the stored protocols to initiate at least one of the stored protocols; and
a build component that configures rules that are input via the call handler interface to generate the one or more protocols, wherein the rules include advisory information and a relative importance of a protocol module and wherein a generated protocol has one or more modules configured from the rules. - View Dependent Claims (19, 20, 21)
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22. A method of providing assistance to a caller, including:
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processing first information, with a computer aided call handling system, from a caller, wherein the first information is determined based on a first response from the caller;
initiating a first protocol based on the first information, wherein the first protocol is configured for providing second information to the caller;
initiating an advisory component of the call handling system, wherein the advisory component provides a recommended response according to the first protocol;
providing the recommended response to a call handling system user for selection of the recommended response. - View Dependent Claims (23, 24, 25, 26, 27, 28, 29)
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Specification