Method and system for emergency call management
First Claim
1. A method of facilitating a reliable and persistent communication between a user of a user communication device and an emergency dispatch center (EDC), the method comprising:
- receiving an emergency alert from the user communication device at an emergency management system (EMS);
constructing an emergency message that is based on the emergency alert and that includes at least one of an audio file, an interactive voice response (IVR) message, a Short Message Service (SMS) text message, a Multimedia Messaging Service (MMS) message, an e-mail message, an Instant Messaging (IM) message, and a message otherwise formatted for communication over an Internet;
establishing a first communication link, the first communication link including at least one of;
a communication link between the emergency management system and the emergency dispatch center;
a communication link between the emergency management system and a Routing Service Provider (RSP) and a communication link between the RSP and the emergency dispatch center; and
a communication link between the emergency dispatch center and a first gateway and a communication link between the first gateway and the emergency management system;
establishing a second communication link, the second communication link including at least one of;
a communication link between the emergency management system and the user communication device; and
a communication link between the emergency management system and a second gateway and a communication link between the second gateway and the user communication device;
bridging the first communication link and the second communication link;
routing the emergency message from the emergency management system to the emergency dispatch center over the first communication link; and
actively managing the first and second communication links until a termination signal is received from the user communication device.
1 Assignment
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Accused Products
Abstract
A system and method for generating and transmitting emergency messages and for maintaining real-time emergency communications sessions between users and emergency dispatch centers. A system receives data transmitted from a user device and constructs an emergency message related to a specific type of emergency scenario as well as the location, meta-data and background information of the user. The generated emergency message is transmitted via a communications network and delivered to an appropriate emergency dispatch center. The method enables the user to deliver a detailed request for help regardless of his or her location or, in another instance, delivers the basic emergency response related information for the user. The generated emergency message is universally compatible with emergency communications center infrastructure so long as the communications centers possess basic voice call equipment.
250 Citations
21 Claims
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1. A method of facilitating a reliable and persistent communication between a user of a user communication device and an emergency dispatch center (EDC), the method comprising:
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receiving an emergency alert from the user communication device at an emergency management system (EMS); constructing an emergency message that is based on the emergency alert and that includes at least one of an audio file, an interactive voice response (IVR) message, a Short Message Service (SMS) text message, a Multimedia Messaging Service (MMS) message, an e-mail message, an Instant Messaging (IM) message, and a message otherwise formatted for communication over an Internet; establishing a first communication link, the first communication link including at least one of; a communication link between the emergency management system and the emergency dispatch center; a communication link between the emergency management system and a Routing Service Provider (RSP) and a communication link between the RSP and the emergency dispatch center; and a communication link between the emergency dispatch center and a first gateway and a communication link between the first gateway and the emergency management system; establishing a second communication link, the second communication link including at least one of; a communication link between the emergency management system and the user communication device; and a communication link between the emergency management system and a second gateway and a communication link between the second gateway and the user communication device; bridging the first communication link and the second communication link; routing the emergency message from the emergency management system to the emergency dispatch center over the first communication link; and actively managing the first and second communication links until a termination signal is received from the user communication device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for providing emergency communication with an emergency management system (EMS), the method comprising:
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provisioning and maintaining a pool of direct inward dial telephone numbers at one or more gateways; receiving, at a server of the emergency management system remote from a user communication device, a transmission from the user communication device that indicates that a user of the user communication device is in an emergency; receiving, at the emergency management system, location information metadata regarding a location of the user communication device sent from the user communication device; using the location information metadata regarding the location of the user communication device to determine an emergency dispatch center to which to transmit an emergency message; selecting a telephone number from the pool of direct inward dial telephone numbers; associating the telephone number with the user communication device; associating the telephone number with the location of the user communication device in real-time using an emergency service provisioning application programming interface (API); and utilizing the telephone number to provision emergency service for the user from the emergency dispatch center. - View Dependent Claims (10, 11)
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12. An emergency management system (EMS) containing a communications system comprising:
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at least one first input/output (I/O) system configured to receive a request for assistance from a user communication device, the request for assistance including metadata providing an indication of a location of the user communication device and a type of emergency reported by a user of the user communication device; and at least one processor in communication with the at least one first I/O system and configured to; receive an indication of the request for assistance from the at least one first I/O system and interpret the metadata from the user communication device; communicate with a server of the emergency management system housing a memory including personal information associated with the user via a communications network of the emergency management system, and read the personal information from the memory; generate an emergency message related to an emergency category associated with the type of emergency reported by the user, the emergency message including information associated with the emergency category, the indication of the location of the user communication device, and the personal information associated with the user; determine, based upon at least one of the emergency category and the location of the user communication device, an emergency dispatch center (EDC) that is equipped to receive the emergency message; responsive to a determination that the emergency dispatch center is configured to receive non-voice calls and to a determination that the emergency message is in a non-voice format, transmit the emergency message in the non-voice format to the emergency dispatch center; and responsive to a determination that the emergency dispatch center is not configured to receive non-voice calls and to a determination that the emergency message is in a non-voice format, convert the emergency message to a voice format and transmit or play the emergency message via a non-IP communication link to the emergency dispatch center; wherein the emergency management system is configured to create a communications bridge between the user communication device and the emergency dispatch center. - View Dependent Claims (13, 14, 15)
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16. A user communication device comprising a portable electronic device selected from the group consisting of a smart phone, a tablet computer, a laptop computer, a mobile wireless device, and a wearable smart device and configured to request emergency assistance from an emergency management system (EMS), the user communications device comprising a user interface and at least one processor configured to:
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determine a location of the user communication device; send and receive messages over a communications network; display a plurality of user-selectable emergency message indicators in the user interface, each of the plurality of user-selectable emergency message indicators indicative of a different type of emergency situation; obtain an indication of the location of the user communication device; receive an indication of a selection of one of the plurality of user-selectable emergency message indicators by a user; responsive to receiving the indication of the selection, generate a message including the indication of the selection of one of the plurality of user-selectable emergency message indicators and the indication of the location of the user communication device; transmit the message via the communications network to the emergency management system; establish a communications link to an emergency dispatch center (EDC) through the emergency management system; and receive a real-time response to the message from the emergency dispatch center via the emergency management system. - View Dependent Claims (17, 18, 19, 20, 21)
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Specification