Patent Application
20240388657
This disclosure relates generally to systems and methods for facilitating communications during emergencies.
A person in an emergency situation may request help using a mobile communication device such as a cell phone to dial a designated emergency number like 9-1-1 or a direct access phone number for the local emergency service provider (e.g. an emergency dispatch center). Traditionally, this call is assigned to one or more first responders by the emergency service provider, and the caller's estimated location (generally either the location of a nearby cell tower or a triangulation from the location of three or more nearby cell towers) is provided to the emergency service provider by the caller's wireless carrier (e.g., AT&T). Alternatively, the caller may provide their location to the emergency service provider by verbally speaking their location over the phone. Unfortunately, many emergency callers are unaware of their precise location or otherwise unable to verbalize it.
However, modern technologies have enabled the development and implementation of previously unimaginable or unachievable emergency services. For example, modern communication devices are capable of generating highly accurate, real-time locations (e.g., device-based hybrid locations) during emergency situations (e.g., in response to an emergency number being dialed) and transmitting the locations to emergency management systems and emergency service providers. Emergency service providers can then use these accurate locations to more quickly locate and dispatch emergency assistance to emergency callers. In another example, devices such as surveillance cameras can capture images, videos, or audio that can be shared in real-time with emergency management systems and emergency service providers to provide emergency service providers with situational awareness that they did not have access to in the past.
Likewise, many emergency service providers have upgraded various components of their systems to internet-enabled or cloud-based technologies that allow for easier integration with next generation emergency response technologies (e.g., Next Generation 911 technologies, or “NG911”). For example, through a public-private partnership, the United States recently deployed a nationwide wireless broadband communication system dedicated specifically to emergency service providers (i.e., FirstNet). Or for example, there are now cloud-based computer aided dispatch (CAD) systems that can be more agile and interoperable than the desktop applications that came before them. However, the adoption rates of these next generation emergency response technologies vary from emergency service provider to emergency service provider, due to differences in need, funding, jurisdiction, and system architecture.
The accompanying drawings are not intended to be drawn to scale. In the drawings, each identical or nearly identical component that is illustrated in various figures is represented by a like numeral. For purposes of clarity, not every component may be labeled in every drawing.
Disclosed herein are systems, devices, media, and methods for providing enhanced emergency communications and functions. The disclosed systems, devices, media and methods, among other things, take advantage of technological advancements that have allowed for mobile communication devices to generate accurate locations by incorporating multiple technologies embedded in the devices, such as GPS, Wi-Fi, and Bluetooth to create device-based hybrid locations. Device-based hybrid locations are locations calculated on an electronic or communication device, as opposed to locations calculated using a network (e.g., a carrier network). Device-based hybrid locations can be generated using GPS, network-based technologies, Wi-Fi access points, Bluetooth beacons, barometric pressure sensors, dead reckoning using accelerometers and gyrometers, and a variety of crowdsourced and proprietary databases that device operating systems providers are running to enhance location technology. These device-based hybrid locations can be quickly generated during emergency calls. Furthermore, mobile communication devices (e.g., mobile phones, wearables, IoT devices, smart home devices, vehicle computers, etc.) are often capable of generating or storing additional information that may be useful in responding to emergency situations, such as health data or medical histories. For example, during an emergency, a modern mobile communication device may have access to an implicated person's blood type, preexisting medical conditions, or even the implicated person's current heart rate. In some embodiments, the mobile communication device has access to data from sensors (e.g., health or environmental sensors). For example, a video feed of the emergency via a connected surveillance camera can provide valuable situational awareness regarding the emergency.
In one aspect, disclosed herein is an emergency response data platform (ERDP) capable of receiving emergency data (e.g., device-based hybrid locations and additional emergency information, such as health data, medical emergencies, and multimedia) from smart devices and systems (e.g., mobile phones and IoT devices) and transmitting the emergency data to emergency service providers (ESPs) to assist the ESPs in responding to emergencies. However, while device-based hybrid locations are generally more accurate and more quickly generated than the locations estimated by wireless carriers (as mentioned above), device-based hybrid locations are generally only available for emergency calls made by mobile phones. Thus, because ESPs receive emergency calls from both mobile phone and landline phones, if the ERDP were to only provide device-based hybrid locations to an ESP, the ERDP would not be providing locations to the ESP for all of the emergency calls received by the ESP. There is therefore a desire for the ERDP to source and ingest locations associated with landline phones that make emergency calls to ESPs, so that the ERDP can provide locations to an ESP for all of the emergency calls that the ESP receives. In another aspect, then, disclosed herein is an ERDP capable of receiving emergency data from smart devices and systems and emergency call data (e.g., data associated with emergency calls made to ESPs) and transmitting both the emergency data and the emergency call data to the ESPs to assist the ESPs in responding to emergencies.
Disclosed herein, in one aspect, is a method for facilitating communications between monitoring centers and private security systems, the method comprising: receiving an emergency alert from a private security system, the emergency alert comprising emergency data comprising a user identifier and an emergency location; after receiving the emergency alert, determining that a monitoring account associated with both the user identifier and a monitoring center system has not been created for the user identifier; generating the monitoring account associated with both the user identifier and the monitoring center system, the monitoring account comprising the user identifier and the emergency location; transmitting the monitoring account to the monitoring center system; and transmitting at least a portion of the emergency data to the monitoring center system for display within a graphical user interface provided by a software application executed on a computing device associated with the monitoring center system. In some embodiments, determining that the monitoring account associated with both the user identifier and the monitoring center system has not been created for the user identifier comprises cross-referencing the user identifier with a monitoring account database. In some embodiments, the software application is automation software. In some embodiments, the software application is a monitoring center portal, and the method further comprises providing the monitoring center portal to the monitoring center system. In some embodiments, the monitoring center portal is a website or a web application accessible via a standard web browser. In some embodiments, the method further comprises establishing communication links with a plurality of private security systems comprising the private security system from which the emergency alert is received. In some embodiments, the emergency alert comprises an account holder name. In some embodiments, the emergency alert comprises one or more emergency contacts and one or more user identifiers associated with the one or more emergency contacts. In some embodiments, the emergency alert is generated by a home security system associated with the private security system. In some embodiments, the emergency alert is generated by a mobile device associated with the private security system. In some embodiments, the emergency location is generated by the mobile device. In some embodiments, the user identifier is a phone number or an email address. In some embodiments, the method further comprises receiving updated emergency data associated with the emergency alert from the private security system and transmitting the updated emergency data to the monitoring center system for display within the graphical user interface of the software application. In some embodiments, the method further comprises determining an emergency service provider appropriate to receive emergency data associated with the emergency alert and transmitting at least a portion of the emergency data associated with the emergency alert to the emergency service provider. In some embodiments, the emergency service provider is determined at least in part based on the emergency location. In some embodiments, the method further comprises detecting an escalation associated with the user identifier by the monitoring center system and transmitting the at least a portion of the of the emergency data to the emergency service provider in response to detecting the escalation. In some embodiments, a method for facilitating communications between monitoring centers and private security systems comprises: receiving an emergency alert from a private security system, the emergency alert comprising emergency data comprising a user identifier and an emergency location; after receiving the emergency alert, determining that a monitoring account associated with the user identifier has not been created for the user identifier; initiating creation of the monitoring account associated with the user identifier, wherein the monitoring account is associated with a monitoring center system and comprises the user identifier and the emergency location; and transmitting at least a portion of the emergency data to the monitoring center system for display within a graphical user interface provided by a software application executed on a computing device associated with the monitoring center system.
In another aspect, disclosed herein is a system for facilitating communications between monitoring systems and private security systems, the system comprising: a plurality of monitoring systems; a plurality of private security systems; and an intelligent safety platform communicatively coupled to the plurality of private security systems and the plurality of monitoring systems and configured to: receive an emergency alert from a private security system from the plurality of private security systems, the emergency alert comprising emergency data comprising a user identifier and an emergency location; determine that a monitoring account associated with both the user identifier and a monitoring system from the plurality of monitoring systems has not been created for the user identifier; generate the monitoring account associated with both the user identifier and the monitoring system, the monitoring account comprising the user identifier and the emergency location; transmit the monitoring account to the monitoring system; and transmit at least a portion of the emergency data to the monitoring system for display within a graphical user interface provided by a software application executed on a computing device associated with the monitoring system.
In another aspect, disclosed herein is a method for automating a monitoring call flow, the method comprising: receiving an emergency alert from a private security system, the emergency alert comprising a customer phone number and an emergency location; providing an automated monitoring call flow phone number to a monitoring center system; determining an emergency service provider appropriate to respond to the emergency alert based at least in part on the emergency location; and executing an automated monitoring call flow for the emergency alert, wherein executing the automated monitoring call flow comprises facilitating a first voice-based communication session between the monitoring center system and an electronic device associated with the customer phone number and a second voice-based communication session between the monitoring center system and the emergency service provider. In some embodiments, the method further comprises detecting a phone call made to the automated monitoring call flow phone number and executing the automated monitoring call flow for the emergency alert in response to detecting the phone call. In some embodiments, executing the automated monitoring call flow further comprises: establishing a communication bridge for the emergency alert; establishing a first communication link with an electronic device associated with the monitoring center system; establishing a second communication link with the electronic device associated with the customer phone number; and connecting the first and second communication links to the communication bridge to facilitate the first voice-based communication session. In some embodiments, executing the automated monitoring call flow further comprises: establishing a first communication link with a communication device associated with the monitoring center system; determining an agency specific phone number for the emergency service provider; using the agency specific phone number to establish a second communication link with an electronic device associated with the emergency service provider; and connecting the first and second communication links to the communication bridge to facilitate the second voice-based communication session. In some embodiments, providing the automated monitoring call flow phone number to the monitoring center system further comprises transmitting the automated monitoring call flow number to an electronic device associated with the monitoring center system in the form of a text message. In some embodiments, providing the automated monitoring call flow phone number to the monitoring center system further comprises providing the automated monitoring call flow phone number to the monitoring center system for display by an electronic device associated with the monitoring center system. In some embodiments, the automated monitoring call flow phone number is displayed within a graphical user interface of a software application executed on the electronic device associated with the monitoring system. In some embodiments, the software application is automation software. In some embodiments, the software application is a monitoring center portal and further comprising providing the monitoring center portal to the monitoring center system. In some embodiments, the monitoring center portal is a website or a web application accessible via a standard web browser. In some embodiments, the method further comprises: generating a pin code associated with the emergency alert; establishing a communication link with an electronic device associated with the monitoring center system; receiving, through the communication link, the pin code associated with the emergency alert from the electronic device associated with the monitoring center system; and executing the automated monitoring call flow for the emergency alert in response to receiving the pin code associated with the emergency alert from the electronic device associated with the monitoring center system. In some embodiments, the method further comprises providing the pin code to the monitoring center system. In some embodiments, providing the pin code to the monitoring center system further comprises transmitting the pin code to the monitoring center system for display within a graphical user interface of a software application executed on a computing device associated with the monitoring center system. In some embodiments, the computing device associated with the monitoring center system and the electronic device associated with the monitoring center system are the same device. In some embodiments, the software application is automation software. In some embodiments, the software application is a monitoring center portal and further comprising providing the monitoring center portal to the monitoring center system. In some embodiments, the method further comprises: after receiving the emergency alert, determining that a monitoring account associated with both the user identifier and the monitoring center system has not been created for the user identifier; and generating the monitoring account associated with both the user identifier and the monitoring center system, the monitoring account comprising the user identifier and the emergency location. In some embodiments, determining that the monitoring account associated with both the user identifier and the monitoring center system has not been created for the user identifier comprises cross-referencing the user identifier with a monitoring account database.
In another aspect, disclosed herein is a method for automating an emergency response call flow, the method comprising: detecting a phone call made to an emergency response phone number; and executing an emergency response call flow, wherein executing the emergency response call flow comprises facilitating a voice-based communication session with an emergency caller and extracting emergency data from the voice-based communication session. In some embodiments, the method further comprises: determining, based on information associated with the emergency caller, an emergency service provider appropriate to respond to the phone call; and retrieving, using the information associated with the emergency caller, the emergency response call flow from an emergency response call flow database. In some embodiments, the emergency response call flow database comprises a plurality of emergency response call flows associated with a respective plurality of emergency service providers. In some embodiments, the information associated with the emergency caller comprises a phone number associated with the emergency caller. In some embodiments, the information associated with the emergency caller comprises a location associated with the emergency caller. In some embodiments, the location associated with the emergency caller is a device-based hybrid location generated by an electronic device associated with the emergency caller. In some embodiments, the method further comprises transmitting the emergency data extracted from the voice-based communication session to the emergency service provider. In some embodiments, the emergency data extracted from the voice-based communication session is displayed within a graphical user interface of an emergency response application. In some embodiments, the emergency response application is a computer aided dispatch (CAD) system. In some embodiments, the method further comprises generating the emergency response call flow for an emergency service provider, wherein the emergency response call flow phone number is associated with both the emergency response call flow and the emergency service provider. In some embodiments, the emergency response call flow is stored within an emergency response call flow database comprising a plurality of emergency response call flows associated with a respective plurality of emergency service providers. In some embodiments, the method further comprises retrieving, using the emergency response call flow phone number, the emergency response call flow from the emergency response call flow database. In some embodiments, the method further comprises providing an emergency response call flow editor application comprising a graphical user interface within which the emergency response call flow is defined. In some embodiments, the emergency response phone number is associated with an administrative line, and the method further comprises redirecting, based on the emergency data extracted from the voice-based communication session, the phone call to a second emergency response phone number.
In another aspect, disclosed herein is a method for generating and delivering a high priority alert to an emergency service provider (ESP), the method comprising: receiving an emergency alert comprising a high priority indication; generating a high priority digital emergency service request for the emergency alert; determining an ESP appropriate to receive the high priority digital emergency service request; transmitting the high priority digital emergency service request to the ESP through an emergency response application executed on a computing device associated with the ESP; and prompting the emergency response application to present an emphasized graphical user interface element associated with the high priority digital emergency service request within a graphical user interface of the emergency response application. In some embodiments, determining an ESP appropriate to receive the high priority digital emergency service request comprises: retrieving a plurality of geofences associated with a plurality of ESPs comprising the ESP; and determining that a location associated with the high priority digital emergency service request falls within a geofence associated with the ESP. In some embodiments, the method further comprises receiving the location associated with the high priority digital emergency service request and wherein the location associated with the high priority digital emergency service request is generated by an alert source that generated the emergency alert for which the high priority digital emergency service request was generated. In some embodiments, the graphical user interface of the emergency response application comprises a list of digital emergency service requests and an interactive map and further comprising displaying the high priority digital emergency service request within the list of digital emergency service requests and a location associated with the high priority digital emergency service request as an alert location associated with the high priority digital emergency service request within the interactive map. In some embodiments, the list of digital emergency service requests comprises one or more digital emergency service requests that are not high priority digital emergency service requests. In some embodiments, prompting the emergency response application to present an emphasized graphical user interface element associated with the high priority digital emergency service request within a graphical user interface of the emergency response application comprises prompting the emergency response application to display a graphical user interface element associated with the high priority digital emergency service request in a different shape, size, or color than that of a corresponding graphical user interface element associated with the one or more digital emergency service requests that are not high priority digital emergency service requests. In some embodiments, the list of digital emergency service requests comprises one or more digital emergency service requests that are not high priority digital emergency service requests; wherein the interactive map displays one or more alert locations associated with the one or more digital emergency service requests that are not high priority digital emergency service requests; and wherein prompting the emergency response application to present an emphasized graphical user interface element associated with the high priority digital emergency service request within a graphical user interface of the emergency response application comprises prompting the emergency response application to display the alert location associated with the high priority digital emergency service request in a different shape, size, or color than that of the one or more alert locations associated with the one or more digital emergency service requests that are not high priority digital emergency service requests. In some embodiments, the list of digital emergency service requests comprises one or more digital emergency service requests that are not high priority digital emergency service requests; wherein each of the one or more digital emergency service requests that are not high priority digital emergency service requests are displayed within the list of digital emergency service requests alongside a respective emergency type icon; and wherein prompting the emergency response application to present an emphasized graphical user interface element associated with the high priority digital emergency service request within a graphical user interface of the emergency response application comprises prompting the emergency response application to display the high priority digital emergency service request within the list of digital emergency service requests alongside a high priority emergency type icon that has a different shape, size, or color than that of emergency type icons associated with the one or more digital emergency service requests that are not high priority digital emergency service requests. In some embodiments, prompting the emergency response application to present an emphasized graphical user interface element associated with the high priority digital emergency service request within a graphical user interface of the emergency response application comprises prompting the emergency response application to display a new high priority alert icon within the graphical user interface of the emergency response application. In some embodiments, the method further comprises prompting a monitoring center system to call the ESP in regard to the high priority digital emergency service request in parallel with transmitting the high priority digital emergency service request to the ESP. In some embodiments, the method further comprises transmitting the emergency alert or the high priority digital emergency service request to the monitoring center system. In some embodiments, the method further comprises determining the monitoring center system as appropriate for responding to the high priority digital emergency service request. In some embodiments, determining the monitoring center system as appropriate for responding to the high priority digital emergency service request comprises retrieving a plurality of geofences associated with a plurality of monitoring center systems comprising the monitoring center system and determining that a location associated with the high priority digital emergency service request falls within a geofence associated with the monitoring center system. In some embodiments, the emergency alert is generated by an alert source associated with a private security system; and determining the monitoring center system as appropriate for responding to the high priority digital emergency service request comprises determining that the monitoring center system is associated with the private security system.
In some aspects of the disclosure, a method for facilitating communications between monitoring centers and private security systems, the method comprising: receiving an emergency alert from a private security system, the emergency alert comprising emergency data comprising a user identifier and an emergency location; after receiving the emergency alert, determining that a monitoring account associated with the user identifier has not been created for the user identifier; initiating creation of the monitoring account associated with the user identifier, wherein the monitoring account is associated with a monitoring center system and comprises the user identifier and the emergency location; and transmitting at least a portion of the emergency data to the monitoring center system for display within a graphical user interface provided by a software application executed on a computing device associated with the monitoring center system.
In various embodiments, disclosed herein are devices, systems, and methods for managing emergency data and emergency communications for more effective and efficient emergency response.
In some embodiments, the display is part of the user interface (e.g., a touchscreen is both a display and a user interface in that it provides an interface to receive user input or user interactions). In some embodiments, the user interface includes physical buttons such as an on/off button or volume buttons. In some embodiments, the display and/or the user interface comprises a touchscreen (e.g., a capacitive touchscreen), which is capable of displaying information and receiving user input. In some embodiments, the communication device includes various accessories that allow for additional functionality. In some embodiments, these accessories (not shown) include one or more of the following: a microphone, a camera, speaker, a fingerprint scanner, health or environmental sensors, a USB or micro-USB port, a headphone jack, a card reader, a SIM card slot, or any combination thereof. In some embodiments, the one or more sensors include, but are not limited to: a gyroscope, an accelerometer, a thermometer, a heart rate sensor, a barometer, or a hematology analyzer. In some embodiments, the data storage includes a location data cache and a user data cache. In some embodiments, the location data cache is configured to store locations generated by the one or more location components.
In some embodiments, the emergency alert program is a web application or mobile application. In some embodiments, the emergency alert program is configured to record user data, such as a name, address, or medical data of a user associated with the electronic device. In some embodiments, the emergency alert program is configured to detect when an emergency request is generated or sent by the electronic device (e.g., when a user uses the electronic device to make an emergency call). In some embodiments, in response to detecting an emergency request generated or sent by the electronic device, the emergency alert program is configured to deliver a notification to the ERDP 120. In some embodiments, the notification is an HTTP post containing information regarding the emergency request. In some embodiments, the notification includes a location (e.g., a device-based hybrid location) generated by or for the electronic device. In some embodiments, in response to detecting an emergency request generated or sent by the electronic device, the emergency alert program is configured to deliver user data to the ERDP 120.
In some embodiments, the emergency response data platform (ERDP) 120 includes an ERDP operating system, an ERDP CPU, an ERDP memory unit, an EMS communication element, and one or more software modules. In some embodiments, the ERDP CPU is implemented as one or more microprocessors, microcomputers, microcontrollers, digital signal processors, central processing units, state machines, logic circuitries, and/or devices that manipulate signals based on operational instructions. Among other capabilities, the ERDP CPU is configured to fetch and execute computer-readable instructions stored in the ERDP memory unit. The ERDP memory unit optionally includes any computer-readable medium known in the art including, for example, volatile memory, such as static random-access memory (SRAM) and dynamic random-access memory (DRAM), and/or non-volatile memory, such as read-only memory (ROM), erasable programmable ROM, flash memories, hard disks, optical disks, and magnetic tapes. The ERDP memory unit optionally includes modules, routines, programs, objects, components, data structures, etc., which perform particular tasks or implement particular abstract data types.
In some embodiments, the ERDP 120 includes one or more ERDP databases, one or more servers, and a clearinghouse 121. In some embodiments, the clearinghouse 121, as described in further detail below, is an input/output (I/O) interface configured to manage communications and data transfers to and from the ERDP 120 and external systems and devices. In some embodiments, the clearinghouse 121 includes a variety of software and hardware interfaces, for example, a web interface, a graphical user interface (GUI), and the like. The clearinghouse 121 optionally enables the ERDP 120 to communicate with other computing devices, such as web servers and external data servers. In some embodiments, the clearinghouse 121 facilitates multiple communications within a wide variety of networks and protocol types, including wired networks, for example, LAN, cable, etc., and wireless networks, such as WLAN, cellular, or satellite. In some embodiments, the clearinghouse 121 includes one or more ports for connecting a number of devices to one another or to another server. In some embodiments, the clearinghouse 121 includes one or more sub-clearinghouses, such as location clearinghouse and additional data clearinghouse, configured to manage the transfer of locations and additional data, respectively. In some embodiments, the ERDP 120 additionally includes a user information module that receives and stores user information (e.g., personal information, demographic information, medical information, location information, etc.) within the ERDP 120. In some embodiments, users can submit user information through a website, web application, or mobile application, such as during a registration process for an emergency response application. In some embodiments, when the ERDP 120 receives emergency data including user information, such as through an emergency alert received by the clearinghouse 121 (as described below), the ERDP 120 stores the user information in the user information module. In some embodiments, user information stored within the user information module is received by the ERDP 120 from a third-party server system, as described above. In some embodiments, user information stored within the user information module is associated with an identifier of a user or an electronic device associated with a user, such as a phone number or an email address. APIs may be used to query data from the clearinghouse. For example, LIS App for querying location information and ADR App for querying additional data about an emergency. A query from an ESP agency may be received via such API and the response will be returned in response to the query and may be displayed within the GUI at the ESP.
As mentioned above, in some embodiments, the emergency response data platform (ERDP) 120 shares emergency data with an emergency service provider (ESP) 130. In some embodiments, an ESP 130 (e.g., a public safety answering point (PSAP)) is a system that includes one or more of a display, a user interface, at least one central processing unit or processor, a network component, an audio system, (e.g., microphone, speaker and/or a call-taking headset), and an ESP application (e.g., a computer program) such as a computer aided dispatch (CAD) program or an emergency call taking program (also referred to as customer premise equipment or CPE). In some embodiments, the ESP application comprises a database of emergency responders, such as medical assets, police assets, fire response assets, rescue assets, safety assets, etc. In some embodiments, the ESP application is an emergency response application provided by the ERDP 120, as described below. In some embodiments, the ESP application is installed on a computing device at the ESP 130 and comprise one or more software modules, such as a call taking module, an ESP display module, a supplemental or updated information module, or a combination thereof. In some embodiments, the ESP application displays the information on a map (e.g., on the display). In some embodiments, the ESP application is accessible or executable on mobile devices associated with ESP 130, such as first responder devices. In some embodiments, the ESP application is an emergency response application provided by the ERDP 120, as described below.
In some embodiments, as mentioned above with respect to
The clearinghouse 121 may receive emergency data in various ways. For example, in some embodiments, an emergency data source 110 can unilaterally transmit emergency data to the clearinghouse 121. For example, in one embodiment, an emergency alert is triggered by an electronic device manually (e.g., in response to the selection of a soft or hard emergency button) or automatically based on sensor data received by the electronic device (e.g., smoke alarms). The electronic device can then transmit the emergency alert and any associated data to the ERDP 120, such as to an endpoint provided by the clearinghouse 121. Or, for example, in some embodiments, after an emergency alert is received by the ERDP 120 from a first emergency data source, the ERDP 120 can query a second emergency data source for emergency data (e.g., emergency data associated with the emergency alert received from the first emergency data source). For example, the emergency alert received from the first emergency data source may include a user identifier (e.g., a telephone number or an email address) for an owner or user of the first emergency data source. The ERDP 120 can then query the second emergency data source with the user identifier to retrieve additional emergency data associated with the owner or user of the first emergency data source. In some embodiments, emergency data received by the ERDP 120 is received in a format that is compatible with industry standards for storing and sharing emergency data. In some embodiments, the ERDP 120 formats emergency data that it receives into a format that is compatible with industry standards. For example, in some embodiments, the emergency data is formatted to be compatible with National Emergency Number Association (NENA) standards. In some embodiments, emergency data is formatted by the ERDP 120 to be compliant with the Presence Information Data Format Location Object (PIDF-LO) standard. In some embodiments, emergency data (or emergency call data, as described below) is formatted by the ERDP to be compliant with the Emergency Incident Data Object (EIDO) standard. In some embodiments, emergency data received by the ERDP 120 is stored within one or more databases 125. In some embodiments, emergency data received by the ERDP 120 is associated with one or more identifiers, such as a device or user identifier.
The clearinghouse 121 may share emergency data in various ways. For example, in some embodiments, an emergency data recipient, such as an ESP 130, can query the ERDP 120 for emergency data. For example, in some embodiments, an ESP 130 can query the ERDP 120 with an emergency data request including a user identifier (e.g., a telephone number or an email address) to receive emergency data gathered or received by the ERDP 120 associated with the user identifier. Or for example, in some embodiments, an ESP 130 can query the ERDP 120 with a geospatial area to receive emergency data gathered or received by the ERDP 120 associated with the geospatial area. Alternatively, in some embodiments, the ERDP 120 can autonomously transmit emergency data to an emergency data recipient without first receiving a query from the emergency data recipient (also referred to as “pushing” emergency data, as opposed to emergency data being “pulled” with a query). In some embodiments, the ERDP 120 pushes emergency data to an emergency data recipient using an emergency data subscription system. Using the emergency data subscription system, an emergency data recipient can subscribe to the clearinghouse 121 for a particular device identifier, user identifier, ESP account, or geospatial area. After subscribing to a subscription, the emergency data recipient may automatically receive updates regarding the subscription without first sending a query for emergency data. For example, if an ESP 130 subscribes to a phone number, whenever the ERDP 120 receives updated emergency data associated with the phone number, the clearinghouse 121 can instantly and automatically transmit the updated emergency data associated with the phone number to the ESP 130.
In some embodiments, a geofence system 122 is applied to egress from the clearinghouse 121 or the ERDP 120 to protect sensitive emergency data from being shared with unintended recipients. For example, the geofence system 122 may check the authorization of a requesting agency to see if the emergency location is within the jurisdictional area of the requesting agency. As depicted in
Generally, a geofence is a virtual perimeter that represents a real-world geographic area. A geofence can be dynamically generated—as in a radius around a point location—or a geofence can be a predefined set of boundaries (such as school zones or neighborhood boundaries). For emergency response, an emergency service provider (public or private entities) may be given jurisdictional authority to a certain geographical region or jurisdiction (also referred to as “authoritative regions”). In the context of emergency services, one or more geofences may correspond to the authoritative region of an ESP. In many cases, the ESP is a public entity such as a public safety answering point (PSAP) or a public safety service (PSS; e.g., a police department, a fire department, a federal disaster management agency, national highway police, etc.), which have jurisdiction over a designated area (sometimes, overlapping areas). Geofences are used to define the jurisdictional authority by various methods and in various Geographic Information System (GIS) formats. In some embodiments, geofences only represent authoritative regions if the geofence has been assigned or verified by a local, state, or federal government. In some embodiments, geofences represent assigned jurisdictions that are not necessarily authoritative regions. For example, in some embodiments, a geofence is unilaterally created by its associated ESP without verification or assignment by a local, state, or federal government.
In some embodiments, the ERDP 120 maintains a geofence database including one or more geofences associated with each ESP 130 that is or has ever been communicatively coupled to the ERDP 120. In some embodiments, a geofence associated with an ESP 130 may be submitted to the ERDP 120 by an administrator of the ESP 130, such as through an emergency response application (as described below) or via email. In some embodiments, when emergency data is received by the ERDP 120 the ERDP 120 identifies a location associated with the emergency data (e.g., an emergency location included in an emergency alert) and determines if the location is within the combined authoritative jurisdiction (i.e., within any one of the geofences stored in the geofence database). In some embodiments, if the location is not within the combined authoritative jurisdiction, the ERDP 120 rejects or drops the emergency data (also referred to as “ingress filtering”). In some embodiments, when the ERDP 120 receives a query for emergency data from an ESP 130, the ERDP 120 identifies a geofence associated with the ESP 130 and returns only emergency data associated with locations that are within the geofence associated with the ESP 130 (also referred to as “egress filtering). In some embodiments, geofences are used in routing emergency data that is pushed to an emergency data recipient. In some embodiments, example, as mentioned above, an emergency data recipient may subscribe to a geofence. Then, when the ERDP 120 receives emergency data associated with a location that is within the geofence to which the emergency data recipient has subscribed, the ERDP 120 can instantly and automatically push the emergency data to the emergency data recipient.
As mentioned above, in some embodiments, data and information is shared between the emergency response data platform (ERDP) and an emergency service provider (ESP) through an emergency response application. In some embodiments, as described in further detail below, the emergency response application may additionally be provided to an ESP to: a) facilitate communications between the ESP and an emergency caller (e.g., a person requesting emergency assistance) or b) facilitate communications between the ESP and one or more other ESPs. In some embodiments, the emergency response application is a software application either installed on a computing device at the ESP or accessed via the internet through a web browser on the computing device (e.g., the emergency response application is hosted on a cloud computing system by the ERDP). In some embodiments, the emergency response application functions to both facilitate a two-way communication link between the ERDP and the ESP and visualize data (e.g., emergency data) received by the ESP from the ERDP. The emergency response application optionally includes various components, such as a front-end application (hereinafter “graphical user interface” or “GUI”), a backend application, an authorization module, and a user database. In some embodiments, the emergency response application additionally or alternatively includes a credential management system or a geofence system (which may include or be otherwise communicatively coupled to a credentials database or a geofence database). In some embodiments, the credential management system and the geofence system are external to the emergency response application and communicatively coupled to the emergency response application (e.g., the credential management system or geofence system can be housed or hosted on a cloud computing system by the ERDP). Any or all of the components of the emergency response application may be hosted on a cloud computing system by the ERDP, a computing device at an ESP, or some combination thereof.
In some embodiments, the emergency response application is a webpage or web application that can be accessed through an internet or web browser. In such embodiments, the emergency response application can be quickly and easily integrated into the systems used by emergency service providers (ESPs), such as public safety answering points (PSAPs), because accessing and using emergency response application requires no additional software or hardware outside of standard computing devices and networks. As previously discussed, one of the greatest hinderances that PSAPs face in providing emergency assistance to people experiencing emergency situations is in acquiring accurate locations of the emergencies and the people involved, because PSAPs are currently typically limited to verbally asking for and verbally receiving locations from callers. In some embodiments, the clearinghouse is capable of receiving accurate locations (as well as additional emergency data, as described above) from electronic devices such as smartphones and delivering the accurate locations to the appropriate PSAPs during emergency situations. Therefore, it is advantageous to provide the emergency response application to PSAPs in the form of a webpage accessible through a standard web browser, in order to provide the potentially life-saving information stored within the clearinghouse to those capable of providing emergency assistance as quickly and easily as possible. However, in some embodiments, the emergency response application is a software application installed on a computing device at an ESP. The emergency response application may be provided by the ERDP or by a third-party.
In addition to emergency locations, the emergency response application 260 can receive and visualize numerous types of emergency data from the ERDP. For example, the emergency response application 260 can receive additional data regarding an emergency, such as demographic or medical data associated with a person involved in the emergency (e.g., an emergency caller). In another example, the emergency response application 260 can receive data from sensors associated with the emergency, such as heartrate data collected by a sensor on an emergency caller's smartwatch. Or, for example, the emergency response application 260 can receive data regarding emergency response assets available for an emergency, as described below. In some embodiments, the emergency response application receives and visualizes messages received from emergency callers or other ESPs, as described below. The emergency response application 260 can visualize any emergency data received from the ERDP within the GUI of the emergency response application.
As described above, in some embodiments, the emergency response data platform (ERDP) can “push” emergency data from the Emergency Clearinghouse to emergency service providers (ESPs), such as by using an emergency data subscription system (hereinafter, “subscription system”).
For example, ESP system 330B and ESP system 330C are two different ESP consoles associated with the same ESP (e.g., two computing devices at the same public safety answering point (PSAP)), PSAP A. ESP system 330D is associated with a second ESP, PSAP B. One day, PSAP call-takers access and successfully log into the emergency response application 360 (emergency response application 360B-360D) at each of the three ESP system (ESP systems 330B-330D), thereby establishing three separate active communication links, one active communication link between the ERDP 320 and each of the three ESP consoles. The ESP consoles are automatically subscribed by the ERDP 320 to the ESP account IDs associated with their respective ESPs (ESP ID A for PSAP A and ESP ID B for PSAP B). Both PSAP A and PSAP B are associated with only one geofence, geofence A and geofence B, respectively. Geofences A and B do not overlap. The geofences have previously been tagged within the ERDP 320 with their respective ESP account IDs (e.g., during a registration process for the emergency response application).
Later that day, an emergency call is made from communication device 300B, which causes communication device 300B to generate a first emergency alert including a first location of the communication device 300B and transmit the first emergency alert to the ERDP 320. When the ERDP 320 receives the first emergency alert, the ERDP 320 retrieves some or all of the geofences stored within the ERDP 320 and determines if the first location falls within any of the geofences stored within the ERDP 320. In this example, the ERDP 320 determines that the first location falls within geofence A, associated with PSAP A. In response, the ERDP 320 tags the first location with the ESP account ID associated with geofence A, ESP ID A. The ERDP 320 then determines if there are any active communication links between the ERDP and any ESP consoles subscribed to ESP ID A and automatically pushes (e.g., from the clearinghouse) the first emergency alert to those ESP consoles. In this example, both ESP system 330B and ESP system 330C are subscribed to ESP ID A, so the ERDP 320 automatically pushes the first emergency alert to both ESP system 330B and ESP system 330C for display within emergency response applications 360B and 360C, respectively, such as through a jurisdictional awareness view (as described below). The first location does not fall within geofence B, because geofence A and geofence B do not overlap, so the first emergency alert is not pushed to ESP system 330D, even though an active communication link has been established between the ERDP 320 and ESP system 330D.
Three minutes later, the ERDP 320 receives an emergency alert from electronic device 300D (e.g., a home security system) including a second location of the electronic device 300D. When the ERDP 320 receives the second emergency alert, the ERDP again retrieves some or all of the geofences stored within the ERDP 320 and determines if the second location falls within any of the geofences stored within the ERDP 320. In this example, the ERDP 320 determines that the second location falls within geofence B, associated with PSAP B. In response, the ERDP 320 tags the second location within the ESP account associated with geofence B, ESP ID B and automatically pushes the second emergency alert to ESP system 330D for display within emergency response application 360D, because ESP system 330D has an active communication link established with the ERDP 320 and ESP system 330D is subscribed to ESP ID B. The ERDP 320 does not push the second emergency alert to ESP system 330B or ESP system 330C. Although ESP system 330B and ESP system 330C have active communication links established with the ERDP 320, they are not subscribed to ESP ID B, and geofence A and geofence B do not overlap, meaning the second location does not fall within geofence A. Two minutes after that, the ERDP 320 receives an emergency alert from electronic device 300C (e.g., an intelligent vehicle system) including a third location of the electronic device 300C. The ERDP 320 determines that the third locations falls within geofence A (like the first location included in the first emergency alert) and thus automatically pushes the third emergency alert to both ESP system 330B and ESP system 330C for display within emergency response application 360B and 360C. In some embodiments, emergency response application 360B and emergency response application 360C display the first emergency alert and the third emergency alert simultaneously, such as through a jurisdictional awareness view, as described below.
In some embodiments, the systems, applications, servers, devices, methods, and media of the instant application provide a jurisdictional awareness view within the emergency response application. In some embodiments, the jurisdictional awareness view enables an ESP to view one or more ongoing or recently received emergency alerts (e.g., emergency calls) within one or more geofenced jurisdictions.
For example, in the example illustrated in
In some embodiments, as depicted in
An emergency flow may prompt the EFMS to perform a variety of functions, including (but not limited to) transmitting a notification to an emergency contact, transmitting a request for emergency service to an emergency service provider (ESP), establishing an emergency communication bridge to facilitate a Voice over Internet Protocol (VOIP) call between two or more participants, transmitting emergency data to one or more emergency data recipients, or any combination thereof, depending on the administrator's intended use case. In some embodiments, the emergency console provides a set of default emergency flows to choose from. In some embodiments, the emergency console provides a graphical user interface (GUI) that a user (e.g., an administrator of a device or application) can use to create a custom emergency flow. In some embodiments, the GUI of the emergency console allows a user to create a custom emergency flow by dragging and dropping (or otherwise manipulating) graphical representations of emergency flow building blocks into various arrangements, which prompts the EFMS to automatically generate an emergency flow according to the arrangement of the emergency flow building blocks. In some embodiments, an emergency flow building block is defined by a short script (e.g., a compilation or block of written programming commands), written in a programming language, that contains instructions for executing one or more functions. In some embodiments, when a user arranges one or more emergency flow building blocks within the GUI of the emergency console, the EFMS generates an emergency flow according to the arrangement of the one or more emergency flow building blocks by compiling the short scripts defining each of the one or more emergency flow building blocks into a single emergency flow script. In some embodiments, the emergency console allows a user to edit or create an emergency flow script directly (e.g., without the use of graphical representations of emergency flow building blocks, such as by inputting written program commands directly into a programming language input field).
In some embodiments, the Emergency Console allows a variety of customizable emergency flows between users, emergency contacts, emergency services, and related third parties by establishing a multitude of voice and data connections to Public Safety Answering Points (PSAPs) through a variety of trigger mechanisms. In some embodiments, the trigger mechanisms enable implementation in a variety of scenarios including software panic buttons (e.g., within mobile applications), remote activation by associated emergency contacts, dial-in activation (as described below), and others. The Emergency Console allows for the customization and generation of emergency flows while ensuring that the generated emergency flows comply with regulatory constraints (Federal, State or local laws, regulations, policies, best practices, etc.) applicable to the location and type of emergency. In some embodiments, the Emergency Console is a part of the EMS. In some embodiments, the Emergency Console is part of an ESP such as a PSAP. In some embodiments, the Emergency Console is operated on an emergency response server. In some embodiments, the EMS comprises an emergency response server. In some embodiments, the Emergency Console is a web interface that provides tools for generating and testing emergency flows. In some embodiments, the Emergency Console allows for emergency flows to be initiated via simple API triggers from any device.
As described above, in some embodiments, emergency flow building blocks 574 are visually arranged into an emergency flow within the graphical user interface 573 of the emergency flow editor 570. In some embodiments, the emergency flow building blocks are connected with one or more connectors 575. A single emergency flow building block 574 may be connected to a plurality of other emergency flow building blocks preceding the single emergency flow building block 574 and/or a plurality of other emergency flow building blocks succeeding the single emergency flow building block 574. In some embodiments, the emergency flow building blocks 574 and connectors 575 that make up an emergency flow define a pathway of execution for the emergency flow. In such embodiments, the emergency flow management system executes the emergency flow according to the pathway of execution defined by the emergency flow building blocks and connectors. In some embodiments, as described in further detail below, an emergency flow can be designed to automate some or all of the phone calls that a monitoring center must make in responding to an alarm. Such an emergency flow may be referred to as an “automated monitoring call flow.” In some embodiments, as described in further detail below, an emergency flow can be designed to automate some or all of an intake process for an emergency service provider. Such an emergency flow may be referred to as an “emergency response call flow.”
In some embodiments, the emergency flow editor 570 (e.g., the Emergency Console) contains a set of predefined emergency flow building blocks. Below is a non-exhaustive list of emergency flow building blocks that are optionally included in the set of predefined emergency flow building blocks and that may be incorporated into a customized emergency flow (e.g., customized emergency flow script).
(a) Create Emergency Bridge Block: In some embodiments, the create emergency bridge block instructs the EFMS to create a communication bridge in which one or more calls are dynamically added or removed. The communication bridge serves as a hub for various calls that are made during the execution of an emergency flow. In some embodiments, the create emergency bridge block takes no inputs and produces no outputs. In some embodiments, the create emergency bridge block is a core component included in every emergency flow. In some embodiments, the create emergency bridge block is an implied emergency flow building block (e.g., the script defining the create emergency bridge block is included in every emergency flow but the create emergency bridge block is not depicted in the graphical user interface 573). In some embodiments, the create emergency bridge block (or a similar block) selects a telephone number from a pool of telephone numbers to create a sustained communication bridge to which additional callers may be dynamically added or removed. The create emergency bridge block may associate the pool-selected telephone number with a particular alert ID, with a particular MCS telephone number (e.g., an extension to a particular operator/call-taker), and/or with a particular PSS telephone number, for example.
(b) Call User Block: In some embodiments, the call user block instructs the EFMS to initiate a phone call to a phone number associated with the user associated with the triggering device and connect the phone call with a communication bridge. The input for the call user block is the phone number associated with the user. The outputs of the call user block are: (i) the user answered the phone call or (ii) the user did not answer the phone call.
(c) Play Pre-Recorded Message Block: In some embodiments, the play pre-recorded message block instructs the EFMS to play a pre-recorded audio file to one or more parties currently connected to a communication bridge. The input for the play pre-recorded message block is the name or file location of the pre-recorded audio file. The play pre-recorded message block has no output.
(d) Play TTS Message Block: In some embodiments, the play TTS (text-to-speech) message block instructs the EFMS to play an audio file adaptation of a text file to one or more parties currently connected to a communication bridge. The input for the play TTS message block is the text of the message to be converted to audio. The play TTS message block has no output.
(e) Send SMS Message Block: In some embodiments, the send SMS message block instructs the EFMS to deliver a SMS message to a user or a group of users. In some embodiments, the SMS message includes information pertaining to the status of the emergency flow session. The inputs for the send SMS message block are the contents of the text message to be sent and the phone number(s) of the intended recipients of the text message. The send SMS message block has no output.
(f) Timeout Block: The timeout block instructs the EFMS to add a timeout instruction for a desired event. For example, in some embodiments, an administrator can add a timeout instruction to another emergency flow building block, such as the call user block, and specify an amount of time that the emergency flow should wait at the call user block before autonomously determining a negative outcome (e.g., in the case of the call user block, the user did not answer). The input for the timeout block is the amount of time (e.g., 1-30 seconds). The output of the timeout is a confirmed negative outcome.
(g) Location Block: In some embodiments, the location block instructs the EFMS to query or detect a location of a user. In some embodiments, the location block instructs the EFMS to parse a location database for a location. In some embodiments, the location block instructs the EFMS to communicate with a triggering device to determine the location of the triggering device. The input for the location block is an account associated with a user (e.g., a phone number of the user). The output of the location block is a location of the user.
(h) API/HTTP Request Block: In some embodiments, the API/HTTP request block instructs the EFMS to execute an API or HTTP post to an internet-based service to provide status, alerts, and notifications regarding the current emergency. The API or HTTP post may be provided by the user or included in the Emergency Console. In some embodiments, the inputs for the API/HTTP request block are a URL and any necessary parameters (named parameters included in HTTP post). In some embodiments, the outputs of the API/HTTP request block are (i) success or (ii) failure.
(i) Find Next Available Contact Block: In some embodiments, the find next available contact block instructs the EFMS to loop through a list of contacts (e.g., accounts associated with a user or emergency contacts), call each one-by-one in sequence, play an audio message to them and wait for confirmation to determine whether to call the next contact. In some embodiments, a contact can confirm readiness to speak to an EDC or emergency dispatch center by responding to the audio message (e.g., by pressing 1). In some embodiments, the call of the find next available contact block is an interactive call (as discussed below). In some embodiments, the input for the find next available contact block is a list of contacts, the list of contacts including phone numbers and names. In some embodiments, the outputs of the find next available contact block are (i) contact answers the call, (ii) contact does not answer the call, and/or (iii) there are no available contacts (also referred to as an NAC response).
(j) Interactive Call/IVR Block: In some embodiments, the interactive call/IVR (interactive voice response) block instructs the EFMS to call a phone number (e.g., an account associated with a user), play an audio message to the recipient of the call, and wait for a dial tone response (e.g., an interactive call) to determine whether the recipient of the call confirms readiness to speak to an EDC or emergency dispatch center. In some embodiments, the interactive call/IVR block only plays the audio message and waits for the dial tone response (e.g., if a call has already been established). In some embodiments, the interactive call presents the recipient with a plurality of options to choose from (e.g., press 1 to dial 9-1-1, press 2 to call an emergency contact, press * to hang up). In some embodiments, the inputs for the interactive call/IVR block are a name and associated phone number of the intended recipient of the call and an audio message to play to the recipient. In some embodiments, the inputs for the interactive call include a plurality of options for the recipient to choose from. In some embodiments, the outputs of the interactive call/IVR block are (i) a dial tone response from the recipient (ii) the call was answered or (iii) the call was unanswered.
(k) Connect to Customer Call/Operations Center Block: In some embodiments, the connect to customer/operations center block instructs the EFMS to initiate a call with an operations center associated with the administrator. The input for the connect to customer call/operations center is a phone number of the customer call/operations center. In some embodiments, the outputs of the connect to customer call/operations center are (i) successful connection to customer call/operations center or (ii) unsuccessful connection to customer call/operations center. In some embodiments, the call of the connect to customer call/operations center block is an interactive call (as described above).
(l) Connect to 9-1-1 Block: In some embodiments, the connect to 9-1-1 block instructs the EFMS to call 9-1-1 (or another emergency response/dispatch center number), add the call to a communication bridge, and provide the EDC with a location and name of a user. The inputs for the connect to 9-1-1 block are the location of the user and the name and phone number of the user. The outputs of the connect to 9-1-1 block are (i) successful connection to 9-1-1 or (ii) unsuccessful connection to 9-1-1.
(m) Add 3rd Party Block: In some embodiments, the add third party block instructs the EFMS to initiate a call with an additional party (e.g., an emergency contact, customer service, a suicide hotline, etc.) and add the call with the additional party to a communication bridge. The inputs for the add 3rd party block are a name and number of a third party. The outputs of the add third party block are (i) successful connection to third party or (ii) unsuccessful connection to third party.
(n) Failsafe Block: In some embodiments, the failsafe block instructs the EFMS to detect a failure within an emergency flow and deliver a message to a user notifying the user that the emergency flow has failed. In some embodiments, the failsafe block further instructs the API to prompt the user to call 9-1-1. In some embodiments, the failsafe block is an implied emergency flow building block (e.g., the script defining the failsafe block is included in every emergency flow but the “create emergency bridge” block is not depicted in the graphical user interface 573). In some embodiments, the failsafe block is an implied additional or associated component of every emergency flow building block configured within an emergency flow. In general, the failsafe block functions to ensure that an emergency flow is at least as reliable as a traditional emergency call (e.g., calling 9-1-1 in the United States). In some embodiments, the input for the failsafe block is a failed outcome of a previous or associated emergency flow building block (e.g., the previous or associated emergency flow building block failed to execute its intended function). The failsafe block has no output.
In some embodiments, in addition to the emergency flow building blocks, the Emergency Console contains one or more utility building blocks. For example, in some embodiments, utility building blocks may perform computational or logistical functions, as opposed to emergency functions. For example, the utility building blocks may include a calculator building block configured to perform a mathematical equation on two inputs, a datetime building block configured to return the current day and time, an evaluate building configured to evaluate an expression (e.g., an algebraic expression), a compare building block configured to execute an if/then statement. In some embodiments, the utility building blocks may include increase and decrease building blocks configured to increase or decrease the value of a numerical variable, respectively.
The Emergency Console optionally contains any number of emergency flow building blocks defining any number of emergency response functions. In some embodiments, additional emergency response functions include, but are not limited to, at least one of the following: delivering a location of a user to an emergency dispatch center or database accessible by the emergency dispatch center, identifying an emergency dispatch center suitable for responding to an emergency alert based on location data associated with or received from an electronic device associated with a user, calling an emergency contact of a user for whom an emergency alert has been received, calling an associated device of the user, and obtaining sensor data from a network of sensors associated with the user or user's electronic device. In some embodiments, the Emergency Console allows administrators to edit the short script of an emergency flow building block to reprogram the building block to be more applicable to the needs of the administrator. For example, in some embodiments, the Emergency Console may contain a predefined call user block that takes a single phone number as an input. In this example, the Emergency Console optionally allows an administrator to edit the short script of the predefined call user block such that the edited call user block now takes a list of phone numbers as its input and dials each number in the list of phone numbers one-by-one in sequence until one of the numbers is successfully reached. In some embodiments, the Emergency Console allows administrators to configure any parameter of an emergency flow building block, including, but not limited to: the input, output, and emergency response function. In some embodiments, the Emergency Console allows administrators to design their own original emergency flow building blocks, such as by writing their own short script in the programming language input field 571. In some embodiments, the Emergency Console includes a shared (e.g., accessible to all administrators) library of administrator generated emergency flow building blocks.
Typically, as mentioned above, emergency service providers (ESPs; e.g., public safety answering points) are only capable of receiving verbal requests for emergency service (hereinafter, “traditional emergency service requests”) through telephone calls. For example, typically, when a person in the United States experiences an emergency, they must dial 9-1-1 using a telephone to be connected to emergency service providers. Then, after dialing 9-1-1 and being connected to an emergency service provider, they must verbally relay the nature of their emergency as well as any additional relevant information (such as their location or medical history) to the emergency service provider over the phone. Or, for example, when a home security alarm is tripped (such as by a burglar), a notification is sent to a monitoring center (also referred to as a “central monitoring station” or a “central station”), and a call-taker at the monitoring center must call 9-1-1 (or an administrative phone number associated with an ESP, as described below) and verbally relay the nature of the emergency to an emergency service provider. System 600 provides various mechanisms for sharing emergency data associated with emergency alerts between private security systems, monitoring center systems, and emergency service providers, as described below.
For example, in some embodiments, when an emergency alert is generated by an alert source 676 (e.g., a mobile phone, an intelligent vehicle system, a home security system, etc.), the emergency alert is transmitted by the alert source to a monitoring center system 680. In some embodiments, when the emergency alert is transmitted to the monitoring center system 680, the emergency alert and any available emergency data associated with the emergency alert is transmitted to the emergency response data platform (ERDP) 620 in parallel (e.g., directly transmitted to the ERDP by the alert source or automatically transmitted to the ERDP by the monitoring center system upon receipt). In some embodiments, when the emergency alert is received by the monitoring center system 680, the emergency alert is displayed through an alarm handling software application, as illustrated in
In some embodiments, when the Push to PSAP button 793 is selected, emergency data associated with the emergency alert is transmitted from the monitoring center system 680 to the ERDP 620, which can then transmit the emergency data associated with the emergency alert to an emergency service provider 630. In some embodiments, emergency data associated with the emergency alert is transmitted from the monitoring center system 680 to the ERDP 620 when the emergency alert is received by the monitoring center system 680, but the ERDP 620 does not transmit the emergency data associated with the emergency alert to an emergency service provider 630 until the Push to PSAP button 793 is selected. In some embodiments, when the Push to PSAP button 793 is selected, emergency data associated with the emergency alert is transmitted directly from the monitoring center system 680 to an emergency service provider 630. In some embodiments, the emergency data associated with the emergency alert is transmitted to an emergency service provider 630, whether by the ERDP 620 or the monitoring center system 680, using an application programming interface (API). In some embodiments, the emergency data associated with the emergency alert is transmitted to an emergency service provider 630, whether by the ERDP 620 or the monitoring center system 680, using a standardized protocol, such as the automated secure alarm protocol (ASAP, also referred to as “ASAP to PSAP”). In some embodiments, when emergency data associated with an emergency alert is transmitted directly from the monitoring center system 680 to an emergency service provider 630, the ERDP 620 provides the monitoring center system 680 with the endpoint for the appropriate emergency service provider 630. In some embodiments, when emergency data associated with an emergency alert is transmitted to an emergency service provider (ESP) 630, the ERDP 620 establishes a two-way communication link between the monitoring center system 680 and the ESP 630 to facilitate a text-based communication session 794 between the monitoring center system 680 and the ESP 630. In some embodiments, the text-based communication session 794 is facilitated through an alarm handling software application 791, as illustrated in
In some embodiments, the ERDP 620 can facilitate a two-way, text-based communication session 884 between a monitoring center system 680 and an emergency service provider (ESP) 630 through the monitoring center portal 886. For example, in some embodiments, when a call-taker at a monitoring center selects a Push to PSAP button (also referred to as a “request dispatch button”) within an alarm handling software application (also referred to as “automation software”) for a particular alarm, the alarm handling software application is configured to launch the monitoring center portal 886 (e.g., by autonomously launching an internet browser window and navigating to a URL associated with the monitoring center portal) and prompt the ERDP 620 to transmit the alarm and any associated alarm data to an ESP 630. The ERDP 620 can then facilitate a two-way, text-based communication session between the monitoring center system 680 and the ESP 630 through the monitoring center portal 886, as illustrated in
In some embodiments, a monitoring center portal can be integrated into an alarm handling software application. A monitoring center portal integrated into an alarm handling software application may be referred to as an “integrated monitoring center portal.” For example, in some embodiments, as illustrated in
In some embodiments, the ERDP 620 can facilitate the transmission of a digital request for emergency service (also referred to as a “digital primary request for emergency service” or a “digital emergency service request”) to an emergency service provider 630. As mentioned above, typically, a person experiencing an emergency may only submit a primary request for emergency service (also referred to as a “primary emergency service request” or an “emergency service request”) to an emergency service provider (e.g., a public safety answering point (PSAP)) verbally, such as by dialing 9-1-1 in the United States and verbally articulating the details of their emergency over a phone call. This process takes time away from providing emergency response, is prone to human error, and requires that the person is physically able to verbally articulate the details of their emergency, which is far from a given. Even in the case of a home security alarm, the alarm is typically sent to a monitoring center where a call-taker at the monitoring center must call an emergency service provider and verbally articulate the details of the potential emergency. Provided herein are systems and methods for delivering digital emergency service requests to emergency service providers. By delivering digital emergency service requests to emergency service providers, as opposed to verbally delivering emergency service requests (e.g., emergency phone calls), significant time can be saved in providing emergency response, human error can be eliminated, and people who are not able (physically, such as when a person has fallen unconscious, or otherwise, such as when a person is kidnapped and fearing for their life) to verbally articulate the details of their emergency may still submit an emergency service request to an emergency service provider. Traditional emergency service requests (e.g., emergency calls) can and typically must be serviced by an emergency service provider (e.g., a call-taker at a PSAP can and typically must answer an emergency call received by the PSAP). Similarly, a digital emergency service request must provide one or more options for servicing (e.g., the ability to be claimed or ignored, as described below).
For example, as depicted in
In some embodiments, when the ERDP 1020 generates and transmits a digital emergency service request associated with an emergency alert to an ESP 1030, the ERDP 1020 determines an appropriate ESP 1030 to receive the digital emergency service request using a location associated with the emergency alert. For example, in some embodiments, the emergency alert includes a location associated with the emergency alert (e.g., a location generated by the alert source that generated the emergency alert), and the ERDP 1020 determines an appropriate ESP 1030 to receive the digital emergency service request associated with the emergency alert using a geofencing system, as described above. For example, using a geofence system, the ERDP 1020 gathers geofences associated with ESPs 1030 and determines if the location associated with the emergency alert falls within any of the geofences. After determining that the location associated with the emergency alert falls within a geofence associated with a particular ESP 1030, the ERDP 1020 then determines if there are any active or persistent communication links established between the ERDP 1020 and the ESP 1030. If so, the ERDP 1020 can automatically generate and transmit a digital emergency service request associated with the emergency alert to the ESP 1030 through the active or persistent communication link established between the ERDP 1020 and the ESP 1030. In some embodiments, when the ERDP 1020 generates and transmits a digital emergency service request, the ERDP 1020 determines an appropriate ESP 1030 to receive the digital emergency service request using additional data alternatively or in addition to a location associated with the emergency alert, such as the type of alert (e.g., an emergency type) or the alert source. For example, in some embodiments, if an emergency alert is generated by a home security system (e.g., the home security system detects a break in through a window), the ERDP 1020 can generate a digital emergency service request and transmit the digital emergency service request directly to a police department based on the type of the emergency alert being a home security alarm. In another example, in some embodiments, if an emergency alert is generated by a smoke detector, the ERDP 1020 can generate a digital emergency service request and transmit the digital emergency service request directly to a fire department based on the source of the emergency alert being a smoke detector. However, the ERDP 1020 may determine an appropriate ESP 1030 to receive a digital emergency service request based on any other factor.
In some embodiments, the emergency response data platform (ERDP) is integrated into existing systems within an emergency service provider (ESP), such as a call handling software application or computer aided dispatch (CAD) system. In some such embodiments, the ERDP can transmit a digital emergency service request to an ESP through the integrations with the existing systems within the ESP. In some embodiments, the ERDP provides an emergency response application to ESPs through which the ERDP can transmit digital emergency service requests, as depicted in
In some embodiments, as illustrated in
In some embodiments, as illustrated in
In some embodiments, the ERDP provides and facilitates failsafe procedures for digital emergency service requests. As mentioned above, similar to emergency phone calls, because a digital emergency service request is a primary request for emergency service, a digital emergency service request must be responded to by an ESP that received the digital emergency service request. In some embodiments, to ensure that a digital emergency service request is responded to by an ESP that received the digital emergency service request, it may be necessary to implement a failsafe procedure. For example, in some embodiments, after the ERDP transmits a digital emergency service request to an ESP (e.g., through an emergency response application, as described above), if the digital emergency service request is not claimed or otherwise acted on by the ESP within a predetermined time window (e.g., 5 seconds, 30 seconds, 1 minute, 5 minutes, etc.), the ERDP implements a failsafe procedure for the digital emergency service request. In some embodiments, the ERDP implements a failsafe procedure for a digital emergency service request by transmitting a second digital emergency service request (e.g., a duplicate of the first digital emergency service request) to the ESP (e.g., through an emergency response application, as described above). In some embodiments, the ERDP implements a failsafe procedure for a digital emergency service request by prompting an emergency response application that the digital emergency service request is displayed within to emphasize the appearance of the digital emergency service request within a graphical user interface of the emergency response application. For example, in some embodiments, the ERDP can prompt the emergency response application to highlight or enlarge the digital emergency service request within a list of digital emergency service requests (as described above) or highlight or enlarge an alert location associated with the digital emergency service request and displayed within an interactive map (as described above).
In some embodiments, the ERDP implements a failsafe procedure for a digital emergency service request by prompting a monitoring center system associated with the digital emergency service request (e.g., a monitoring center system that received the emergency alert for which the digital emergency service request was generated) to call the ESP that received the digital emergency service request (e.g., by dialing a ten-digit phone number associated with the ESP) in regard to the digital emergency service request. In some embodiments, when the ERDP implements a failsafe procedure for a digital emergency service request that was generated for an emergency alert that was not transmitted by an alert source (or a private security system associated with the alert source, for example) to a monitoring center system, the ERDP can select a monitoring center system communicatively coupled to the ERDP, transmit the emergency alert or the digital emergency service request to the selected monitoring center system, and prompt the selected monitoring center system to call the ESP that received the digital emergency service request in regard to the digital emergency service request. In some embodiments, when selecting a monitoring center system as part of a failsafe procedure implemented for a digital emergency service request, the ERDP selects a monitoring center system based at least in part on a location associated with the digital emergency service request (e.g., an emergency location included in an emergency alert for which the digital emergency service request was generated). For example, in some embodiments, when selecting a monitoring center system as part of a failsafe procedure implemented for a digital emergency service request, the ERDP selects a monitoring center system using a geofence system (such as the geofence system described above with respect to determining an appropriate ESP to receive an emergency alert or a digital emergency service request generated for an emergency alert). For example, in some embodiments, the ERDP can identify a location associated with the digital emergency service request, retrieve geofences associated with one or more monitoring center systems registered with or communicatively coupled to the ERDP, and determine if the location associated with the digital emergency service request falls within any of the geofences associated with the one or more monitoring center systems. If the location associated with the digital emergency service request does fall within one of the geofences, the ERDP can select the monitoring center system associated with that geofence. In some embodiments, when selecting a monitoring center system as part of a failsafe procedure implemented for a digital emergency service request, the ERDP selects a monitoring center system based at least in part on an alert source that generated an emergency alert for which the digital emergency service request was generated. For example, in some embodiments, the ERDP associates every alert source communicatively coupled to the ERDP with a monitoring center system communicatively coupled to the ERDP. In such an embodiment, when selecting a monitoring center system as part of a failsafe procedure implemented for a digital emergency service request generated for an emergency alert generated by an alert source, the ERDP automatically selects a monitoring center system preemptively associated with the alert source. In some embodiments, when selecting a monitoring center system as part of a failsafe procedure implemented for a digital emergency service request, the ERDP selects a monitoring center system based at least in part on an emergency type associated with the digital emergency service request. In some embodiments, when the ERDP selects a monitoring center system as part of a failsafe procedure implemented for a digital emergency service request, the ERDP transmits the digital emergency service request, or information associated with the digital emergency service request, to the monitoring center system (e.g., through an alarm handling software application or a monitoring center portal executed on a computing device associated with the monitoring center system, as described above). In some embodiments, the ERDP implements a failsafe procedure for a digital emergency service request by delivering a failsafe call to the ESP that received the digital emergency service request. In some embodiments, the failsafe call is a voice over internet protocol (VOIP) call. In some embodiments, the failsafe call is an interactive voice response (IVR) call.
As described above, in various embodiments, an emergency response data platform (ERDP) can receive an emergency alert generated by an alert source, generate a digital emergency service request for the emergency alert, and transmit the digital emergency service request to an emergency service provider (ESP). In some embodiments, as described above, the digital emergency service request is a primary request for emergency service and provides one or more options for servicing or responding to the digital emergency service request. In some embodiments, when an alert source generates an emergency alert, the emergency alert is transmitted to the ERDP and a monitoring center system in parallel. In some embodiments, when an alert source generates an emergency alert, the emergency alert is transmitted first to a monitoring center system, and then to the ERDP only after the monitoring center system requests that the ERDP generate a digital emergency service request for the emergency alert, as described above. In some embodiments, when an alert source generates an emergency alert, the emergency alert is transmitted first to the ERDP, and then to a monitoring center system only after the ERDP selects the monitoring center system as part of a failsafe procedure, as described above.
In some embodiments, an emergency alert includes information specifying how the emergency alert should be processed by the ERDP. For example, in some embodiments, as mentioned above, an emergency alert includes an emergency type. In some embodiments, as mentioned above, when an emergency alert includes an emergency type, a digital emergency service request generated for the emergency alert and transmitted to an ESP through an emergency response application will be displayed within a graphical user interface of the emergency response application alongside an emergency type icon representing the emergency type included in the emergency alert. In some embodiments, as mentioned above, when an emergency alert includes an emergency type, the ERDP selects or determines an ESP to receive a digital emergency service request generated for the emergency alert at least in part on the emergency type. In some embodiments, an emergency alert includes an indication as to whether or not the ERDP should generate a digital emergency service request for the emergency alert if the ERDP receives the emergency alert. In some such embodiments, the ERDP only generates a digital emergency service request for an emergency alert if the emergency alert includes an indication that the ERDP should generate a digital emergency service request for the emergency alert if the ERDP receives the emergency alert.
In some embodiments, an emergency alert includes an indication as to whether or not the emergency alert represents a high priority emergency (also referred to as a “high severity” emergency; e.g., a mass shooting). In some such embodiments, when the ERDP receives an emergency alert that includes an indication that the emergency alert represents a high priority emergency, the ERDP automatically generates a digital emergency service request for the emergency alert (i.e., whether or not the ERDP receives a request to generate a digital emergency service request for the emergency alert), transmits the digital emergency service request to an appropriate ESP, and immediately prompts an emergency response application that the digital emergency service request is displayed within to emphasize the appearance of the digital emergency service request within a graphical user interface of the emergency response application (i.e., without implementing a failsafe procedure). In this way, the ERDP can increase the likelihood that a digital emergency service request generated for a high priority emergency is received and acted on by an ESP as quickly as possible. A digital emergency service request generated for an emergency alert that includes an indication that the emergency alert represents a high priority emergency may be referred to as a “high priority digital emergency service request” or a “high priority alert.” For example,
In some embodiments, when the ERDP receives an emergency alert including an indication that the emergency alert represents a high priority emergency, alternatively, or in addition, to automatically generating a high priority digital emergency service request for the emergency alert, transmitting the high priority digital emergency service request to an appropriate ESP, and immediately prompting an emergency response application that the digital emergency service request is displayed within to emphasize the appearance of the digital emergency service request within a graphical user interface of the emergency response application, the ERDP immediately prompts a monitoring center system to call the ESP in regard to the high priority digital emergency service request (i.e., without waiting for the expiration of a predetermined time window to implement a failsafe procedure, as described above). In this way, the ERDP does not have to depend solely on a user of an emergency response application through which the high priority digital emergency service request was transmitted to the ESP noticing the high priority digital emergency service request within a graphical user interface of the emergency response application. In some embodiments, before prompting a monitoring center system to call an ESP in regard to a high priority digital emergency service request, the ERDP must first select an appropriate monitoring center system. In some embodiments, the ERDP selects an appropriate monitoring center system based at least in part on a location associated with the high priority digital emergency service request (e.g., an emergency location included in an emergency alert for which the digital emergency service request was generated). For example, in some embodiments, when selecting an appropriate monitoring center system, the ERDP selects a monitoring center system using a geofence system (such as the geofence system described above with respect to determining an appropriate ESP to receive an emergency alert or a digital emergency service request generated for an emergency alert). For example, in some embodiments, the ERDP can identify a location associated with the high priority digital emergency service request, retrieve geofences associated with one or more monitoring center systems registered with or communicatively coupled to the ERDP, and determine if the location associated with the high priority digital emergency service request falls within any of the geofences associated with the one or more monitoring center systems. If the location associated with the high priority digital emergency service request does fall within one of the geofences, the ERDP can select the monitoring center system associated with that geofence as the appropriate monitoring center system. In some embodiments, when selecting an appropriate monitoring center system, the ERDP selects a monitoring center system based at least in part on an alert source that generated an emergency alert for which the digital emergency service request was generated. For example, in some embodiments, the ERDP associates every alert source communicatively coupled to the ERDP with a monitoring center system communicatively coupled to the ERDP. In such an embodiment, when selecting an appropriate monitoring center system for a high priority digital emergency service request generated for an emergency alert generated by an alert source, the ERDP automatically selects a monitoring center system preemptively associated with the alert source. In some embodiments, when selecting an appropriate monitoring center system, the ERDP selects a monitoring center system based at least in part on an emergency type associated with the digital emergency service request. In some embodiments, when the ERDP prompts a monitoring center system to call an ESP in regard to a high priority digital emergency service request, the ERDP transmits the high priority digital emergency service request, or information associated with the high priority digital emergency service request, to the monitoring center system (e.g., through an alarm handling software application or a monitoring center portal executed on a computing device associated with the monitoring center system, as described above).
For many private security systems, there is an advantage in providing their customers with the monitoring and call-taking services provided by monitoring centers. Consider a PERS company that provides a smartwatch that can detect when a wearer has fallen and notify the wearer's emergency contacts. Prospective customers of the PERS company may be more willing to purchase the smartwatch if the PERS company can guarantee that wearers of the smartwatch will be automatically connected to a call-taker at a 24/7 monitoring center whenever the smartwatch detects a fall. Or consider a DIY home security company that provides an off-the-shelf smoke detector that notifies homeowners when the smoke detector detects a fire. Prospective customers of the DIY home security company may be more willing to purchase the smoke detector if the DIY home security company can guarantee that a call-taker at a 24/7 monitoring center will be notified whenever the smoke detector detects a fire, so that the call-taker can call an emergency service provider on the homeowner's behalf (e.g., if the homeowner is unavailable). The monitoring and call-taking services provided by monitoring centers can therefore be extremely valuable to private security systems; however, integrating the monitoring and call-taking services provided by a monitoring center into the products and services provided by a private security system can be difficult, expensive, or time-intensive for the private security system. For example, the private security system must first find and negotiate terms with an appropriate monitoring center system. Then the private security system must engineer their products and services to incorporate elements or processes for communicating with the monitoring center system. The monitoring center system may also need to re-engineer their hardware or software systems to communicate with the products and services provided by the private security system. In addition to the time and monetary expenses incurred by the private security system in engineering their products and services to integrate with the monitoring and call-taking services provided by the monitoring center, the private security system may also have to reimburse the monitoring center system for the engineering work done by the monitoring center system to integrate with products and services provided by the private security system. As described in further detail below, by functioning as a central communication hub between private security systems 1476 and monitoring center systems 1480, the ERDP 1420 simplifies the process of integrating monitoring and call-taking services provided by monitoring centers into the products and services provided by private security systems (as depicted in
As mentioned above, by functioning as a central communication hub between private security systems and monitoring center systems, an emergency response data platform (ERDP) simplifies the process of integrating monitoring and call-taking services provided by monitoring center systems into the products and services provided by private security systems. For example, in some embodiments, the ERDP provides an on-the-fly (OTF) account creation service for private security systems (PSSs) and monitoring center systems (MCSs). For a typical PSS, a user purchases one or more products (e.g., security cameras, smoke detectors, PERS devices, etc.) or services (e.g., 24/7 monitoring, 911 connectivity, etc.) provided by the PSS, and the products or services are registered to a security account created for the user. The security account may be associated with information associated with the user, such as a user identifier (e.g., a phone number or an email address) and a location (e.g., the user's home address). The PSS can then provide security accounts for which monitoring or call-taking services are to be provided to an MCS, which can then create a monitoring account for each of the security accounts and store the monitoring accounts in a monitoring account database. For a typical MCS, a monitoring account must be created for a security account before the MCS can provide monitoring or call-taking services to the security account on behalf of a PSS, and the monitoring account must include at least a user identifier and a location. These requirements present complications for many PSSs. For example, providing security accounts to an MCS requires a PSS to have established a working relationship with the MCS prior to users purchasing products and services from the PSS (which, as previously discussed, poses its own set of challenges). Or for example, the location of a user of a product or service provided by a PSS may not be static or may not be provided by the user to the PSS upfront (e.g., the product provided by the PSS is a fall-detecting watch), and thus the PSS cannot preemptively provide an accurate location associated with the user to an MCS. The ERDP provides PSSs and MCSs with an OTF account creation service to alleviate these complications.
As mentioned above, in some embodiments, in addition to facilitating more efficient communications between PSSs 1576 and MCSs 1580, the ERDP 1520 also facilitates more efficient communications between MCSs 1580 and emergency service providers (ESPs) 1530. For example, in some embodiments, as depicted in
As mentioned above, monitoring center systems provide monitoring and call-taking services to the customers of security systems. For example, as mentioned above, when an alarm is generated by a security system (e.g., when a fire is detected by a smoke detector, or when a security camera detects an intruder, or when a user selects a panic button within a graphical user interface of a mobile application), a call-taker associated with a monitoring center system providing monitoring and call-taking services to the security system responds to the alarm according to a predetermined response protocol. For example, the predetermined response protocol may dictate that the call-taker first attempt to contact an account holder associated with a security account (as described above) for which the alarm was generated (e.g., by calling a phone number associated with the account holder). In this example, if the call-taker is able to contact the account holder and determine that the alarm does not represent a real emergency (e.g., a fire detected by a smoke detector is only a smoking toaster), the call-taker can close out the alarm and end the predetermined response protocol. In this example, if the call-taker is able to contact the account holder and determine that the alarm does represent a real emergency, the call-taker can request emergency services on behalf of the security account (e.g., by contacting an emergency service provider). In this example, if the call-taker is unable to contact the account holder, the predetermined response protocol dictates that the call-taker then attempt to contact an emergency contact associated with the security account (e.g., a spouse of the account holder). In this example, if the call-taker is able to contact the emergency contact and determine that the alarm does not represent a real emergency, the call-taker can close out the alarm and end the predetermined response protocol. In this example, if the call-taker is unable to contact the emergency contact, the predetermined response protocol dictates that the call-taker then request emergency services on behalf of the security account. However, a predetermined response protocol for an alarm may take on any appropriate form. A predetermined response protocol is typically a default protocol determined by the monitoring center system or a custom protocol determined by the security system. Different security systems may require different predetermined response protocols based on the nature of their security systems or the desires of their customers. Because of the varying, dynamic, and sensitive nature of these predetermined response protocols, call-takers associated with monitoring center systems must be extremely vigilant in executing the response protocols, especially when they must manually manage the process of attempting to contact account holders, emergency contacts, or emergency service providers.
In various embodiments, by functioning as a central communication hub between private security systems, monitoring center systems, and emergency service providers, an emergency response data platform (ERDP) can automate the execution of predetermined response protocols for monitoring center systems.
For example, in some embodiments, a PSS 1676 can use the emergency flow management system 1623 to select or create an automated monitoring call flow mimicking the predetermined response protocol (e.g., within an emergency flow configuration editor, as described above) that the PSS 1676 would require an MCS 1680 to execute when the PSS 1676 transmits an emergency alert to the MCS 1680 (e.g., directly to the MCS 1680 or indirectly to the MCS 1680 through the ERDP 1620). For example, a PSS 1676 can select (e.g., from a default set of automated monitoring call flows provided by the EFMS 1623) or create an automated monitoring call flow that, when triggered, automatically performs the following steps: 1) creating a communication bridge; 2) establishing a voice call with the MCS 1680 and adding the voice call established with the MCS 1680 to the communication bridge; and 3) establishing a voice call with an account holder associated with a security account (as described above) for which the emergency alert was generated and adding the voice call established with the account holder to the communication bridge, so that the MCS 1680 can speak to the account holder to determine if the emergency alert represents a real emergency. In this example, if a voice call with the account holder cannot be established, the automated monitoring call flow then automatically establishes a voice call with an ESP 1630 and adds the voice call established with the ESP 1630 to the communication bridge, so that the MCS 1680 can request emergency services on behalf of the security account. In this example, if the voice call with the account holder can be established, the automated monitoring call flow provides the MCS 1680 with a first option to end the automated monitoring call flow (such as by entering a dial tone for ‘1’), should the MCS 1680 determine that the emergency alert does not represent a real emergency, and a second option to end the voice call with the account holder, establish a voice call with an ESP 1630, and add the voice call established with the ESP 1630 to the communication bridge (such as by entering a dial tone for ‘2’), should the MCS 1680 determine that the emergency alert does represent an emergency alert. The EFMS 1623 then associates the selected or created automated monitoring call flow with the PSS 1676 and stores the automated monitoring call flow within an automated monitoring call flow database 1622A. In this example, when the PSS 1676 transmits an emergency alert to the ERDP 1620, the ERDP 1620 retrieves a trigger script (as described above) associated with the automated monitoring call flow from the EFMS 1623 and provides the trigger script to an MCS 1680 (e.g., for display within a graphical user interface of a software application executed on a computing device associated with the MCS 1680). When the MCS 1680 selects the trigger script, the EFMS 1623 is prompted to execute the automated monitoring call flow, so that the MCS 1680 (e.g., a call-taker associated with the MCS 1680) does not have to manually execute a predetermined response protocol.
To enable call-back from ESP 1630 to MCS 1680, ERDP 1620 may use a pool 1640 of several telephone numbers that are allocated for establishing communication bridges. ERDP 1620 may select one of the telephone numbers from the pool 1640, associated the selected number with an alert identifier, and associate the selected number with a particular telephone number or telephone extension number of the call-taker associated with the MCS 1680 to establish communication bridge 1601B (and/or communication bridges 1601A/1601C). If a call-taker associated with the ESP 1630 needs additional information after a call, the ESP call-taker may select “dial-back”, “call-back”, or a similar button/feature in the emergency response application GUI. ERDP 1620 may use the established communication bridge (e.g., uses the selected number from the pool 1640) to re-connect a communication system of the ESP 1630 to a communication system of the MCS 1680. Often times an MCS may have several phone numbers with several operators. The individual phone numbers may be merged into a single number when external calls are made, so calling back the pertinent individual as an MCS may be nearly impossible for an ESP operator. The ERDP 1620 may solve this problem by using the pool 1640 and keeping a connection bridge active/available/reserved (e.g., for quick reconnection) until an associated alert is resolved and/or until a pre-determined time duration (e.g., 10 minutes) expires.
In some embodiments, the MCS 1780 triggers an automated monitoring call flow associated with the PSS 1776 by selecting a trigger script from within a graphical user interface of a software application executed on a computing device associated with the MCS 1780, as mentioned above. In some embodiments, the software application is automation software, as described above. In some embodiments, the software application is a monitoring center portal provided to the MCS 1780 by the ERDP 1720, as described above. In some embodiments, the trigger script is provided to the MCS 1780 by the ERDP 1720 after the ERDP 1720 receives the emergency alert and uses emergency data included in the emergency alert (e.g., the user identifier, or an identifier of the PSS 1776 itself) to retrieve the trigger script from an automated monitoring call flow database, as described above. In some embodiments, the MCS 1780 triggers an automated monitoring call flow associated with the PSS 1376 by dialing into the EFMS. For example, in some embodiments, the EFMS provides a monitoring call flow phone number that an MCS 1780 can dial to trigger an automated monitoring call flow. In some embodiments, the EFMS associates each automated monitoring call flow stored in the automated monitoring call flow database with a different and unique monitoring call flow phone number, so that the EFMS can instantly determine which automated monitoring call flow to execute based on the monitoring call flow phone number dialed by a MCS 1780. In some embodiments, the EFMS associates automated monitoring call flows stored in the automated monitoring call flow database with PIN codes and provides only a single monitoring call flow phone number to MCSs 1780. In such an embodiment, when an MCS 1780 dials the monitoring call flow phone number, the MCS 1780 must also enter a valid PIN code associated with an automated monitoring call flow to prompt the EFMS to execute the automated monitoring call flow. In some embodiments, after the ERDP 1720 receives an emergency alert from a PSS 1776, the ERDP 1720 provides a PIN code associated with an automated monitoring call flow associated with the PSS 1776 to an MCS 1780, so that the MCS 1780 can dial into the EFMS (e.g., by dialing a monitoring call flow phone number provided by the EFMS) and enter the PIN code to prompt the EFMS to execute the automated monitoring call flow associated with the PSS 1776. In some embodiments, the ERDP 1720 provides the PIN code to the MCS 1780 by transmitting the PIN code to the MCS 1780 for display within a graphical user interface of a software application executed on a computing device associated with the MCS 1780. In some embodiments, the software application is automation software, as illustrated in
As mentioned above, in some embodiments, an MCS must dial into the EFMS and enter a PIN code to prompt the EFMS to execute an automated monitoring call flow associated with the PIN code. In some embodiments, when a PSS transmits an emergency alert to the ERDP, the ERDP prompts the EFMS to begin the execution an automated monitoring call flow associated with the PSS, but the automated monitoring call flow is not fully executed until an MCS dials into the EFMS and enters a PIN code associated with the automated monitoring call flow. In some embodiments, the EFMS receives the PIN code from the MCS through an emergency flow. For example,
In the example illustrated in
In many instances, when a monitoring center requests emergency services on behalf of a security account, the monitoring center cannot contact emergency services by simply dialing a general emergency phone number like 9-1-1, for numerous reasons. In some cases, a monitoring center cannot contact emergency services by dialing a general emergency phone number because phone calls made to general emergency phone numbers are typically routed to appropriate emergency service providers (e.g., public safety answering points) based on a physical address associated with the calling phone number (for landline phones) or the location of the calling phone/the location of one or more cell towers facilitating the phone call (for mobile phones), and a monitoring center is often physically located far from the location associated with the an alarm for which the monitoring center is calling emergency services. In some cases, it is illegal for a monitoring center to call a general emergency phone number. For these reasons, in many instances, when a monitoring center requests emergency services on behalf of a security account, the monitoring center dials an administrative phone number associated with an emergency service provider. For example, most public safety answering points (PSAPs) have a ten-digit number that can be used to contact the PSAPs directly (as opposed to dialing 9-1-1 and being routed to a PSAP based on location, as described above). Many monitoring centers maintain databases of emergency service providers, jurisdictions associated those emergency service providers, and administrative phone numbers associated with those emergency service providers. When such a monitoring center receives an alarm, the monitoring center (e.g., a call-taker associated with the monitoring center) cross-references a location associated with the alarm with the jurisdictions of the emergency service providers to determine an emergency service provider (e.g., a PSAP) appropriate to respond to the alarm, and then identifies an administrative phone number (e.g., a ten-digit number) associated with that emergency service provider to use in contacting the emergency service provider. However, this process can be a manual or lengthy one. Thus, in some embodiments, the ERDP (e.g., the EFMS) maintains a database of emergency service providers, jurisdictions associated with the emergency service providers, and administrative phone numbers associated with the emergency service providers. In such an embodiment, when an automated monitoring call flow, triggered by an MCS in response to an emergency alert generated by a PSS, attempts to contact emergency services (e.g., at Connect to 9-1-1 block 2007, as described above), the ERDP (e.g., the EFMS) uses an emergency location associated with the emergency alert to determine an ESP appropriate to respond to the emergency alert and then identifies an administrative phone number associated with the ESP. The automated monitoring call flow can then use the administrative phone number associated with the ESP when establishing a voice call with the ESP (as described above).
An emergency service provider (ESP; e.g., a public safety answering point (PSAP)) can receive hundreds, or even thousands, of calls per day, depending on the day and the locale. The ESP staffs a limited number of call-takers that must answer and respond to all of these calls, many of which involve extremely delicate matters-traumatic injuries, domestic disputes, kidnappings, etc. The callers may be experiencing some of the lowest moments of their lives, and the call-takers must be attentive, responsive, decisive, and, most importantly, available, to provide appropriate care to the callers. However, in addition to the many calls that ESPs receive regarding legitimate emergencies, ESPs also receive many calls regarding matters that are non-emergent, or unrelated to any emergency at all. For example, many ESPs are associated with administrative phone numbers (as mentioned above) or non-emergency numbers (e.g., 3-1-1). In many instances, when a call is made to an ESP using an administrative or non-emergency number, that call must be answered by the same call-takers tasked with answering and responding to calls regarding legitimate emergencies. Answering and responding to calls made to administrative or non-emergency numbers can limit the bandwidth and capacity that call-takers have to answer and respond to calls regarding legitimate emergencies.
In various embodiments, by leveraging an emergency flow management system (EFMS; as described above), the emergency response data platform (ERDP) can fully or partially automate responses to calls made to ESPs using emergency response call flows. Similar to the way in which an automated monitoring call flow can fully or partially automate a predetermined response protocol for an MCS (as described above), an emergency response call flow can fully or partially automate a response to a call made to an ESP (e.g., a call made to the ESP using an administrative or non-emergency phone number, as described above).
The ERDP can intercept a call made by an electronic device to an ESP in various ways. For example, in some embodiments, similar to the monitoring call flow phone number that a monitoring center system (MCS) can use to dial into the EFMS and trigger the execution of an automated monitoring call flow (as described above), the EFMS can provide an emergency response call flow phone number that can be used to trigger the execution of an emergency response call flow selected or created for or by an ESP. In some embodiments, an ESP can replace a phone number associated with the ESP (e.g., a ten-digit, administrative phone number, as described above) with an emergency response call flow phone number provided by the EFMS, so that when a caller dials the emergency response call flow phone number (assuming that they are attempting to contact the ESP), the caller is directed instead to the EFMS. In some embodiments, an ESP can provide custody over a phone number associated with the ESP (e.g., a ten-digit, administrative phone number, as described above) to the ERDP, and the EFMS can then use the phone number associated with the ESP as an emergency response call flow phone number.
In some embodiments, an ESP can use the EFMS to select or create an emergency response call flow (e.g., within an emergency flow configuration editor, as described above). For example,
To facilitate the automation of calls and/or to support a “call-back” feature between an ESP and an MCS, the ERDP may be configured to use pools of telephone numbers or other telecommunications connections (e.g., audio/video conference rooms) to reconnect an ESP to an MCS while handling an alert incident.
At operation 2302, process 2300 detects an incoming incident, alert, or trigger, according to an embodiment.
At operation 2304, process 2300 selects a telephone number from a pool of telephone numbers, according to an embodiment.
At operation 2306, process 2300 associates the selected telephone number with an identifier for the incident, alert, or trigger, according to an embodiment.
At operation 2308, process 2300 selectively adds callers to the communication bridge, according to an embodiment.
At operation 2310, process 2300 detects callers' disconnection (e.g., hanging up) from the communication bridge, according to an embodiment.
At operation 2312, process 2300 determines if the incident, alert or trigger is resolved, according to an embodiment. If the incident, alert, or trigger is resolved, process 2300 proceeds to operation 2314, according to an embodiment. If not, process 2300 proceeds to operation 2316, according to an embodiment.
At operation 2314, process 2300 releases the selected number to the pool to be available to support another communication bridge, according to an embodiment.
At operation 2316, process 2300 determines whether a predetermined duration of time (e.g., a timer) allotted/assigned to the telephone number has expired, according to an embodiment. If the time has expired, process 2300 proceeds to operation 2314, according to an embodiment. If not, process 2300 proceeds to operation 2318 to wait and recheck on the expiration of the timer, according to an embodiment.
At operation 2402, process 2400 receives a call-back request for an existing incident, alert, or trigger, according to an embodiment.
At operation 2404, process 2400 determines if an existing reservation or use of a telephone number (from a pool) exists, according to an embodiment. If the reservation exists (e.g., has not been released back to the pool), process 2400 proceeds to operation 2308, according to an embodiment. If not, process 2400 proceeds to operation 2304, according to an embodiment. From operation 2304 or operation 2308, process 2400 operates similarly to process 2300, according to an embodiment.
While various embodiments have been illustrated and described, it is to be understood that the invention is not so limited. Numerous modifications, changes, variations, substitutions and equivalents will occur to those skilled in the art without departing from the scope of the present invention as defined by the appended claims.
This application claims priority to U.S. Provisional Application No. 63/467,769, filed May 19, 2023, the contents of which are incorporated herein by reference in their entirety.
| Number | Date | Country | |
|---|---|---|---|
| 63467769 | May 2023 | US |
