System and method to provide local service for all emergency services numbers and to provide language assistance for calls to such numbers
View Patent ↗A system and method to enable a local communications systems to respond appropriately to all extra-jurisdictional emergency dialing numbers by connecting the call to an interactive emergency language system. Additionally, and importantly, the system uses the dialed emergency services number as an initial indication that the caller may need a translator, an emergency services operator that has language skills associated with the country or countries where the emergency dialing code is used, or both. The interactive emergency language system interactively determines the preferred language of the caller and causes the call to be routed to a public safety answering point position that has the appropriate language skills. If the language cannot be determined or there is no local support for the selected language, then the call is bridged to a translation agency and the call is routed to the PSAP that serves the geographic location of the caller.
1. A method for routing a call from a caller to an emergency services operator comprising:
receiving a plurality of dialed digits, said plurality comprising fewer than seven;
determining whether said plurality of dialed digits matches an emergency services number used anywhere in the world;
determining a plurality of languages associated with a jurisdiction associated with said emergency number;
determining a preferred language of said call from said plurality of languages;
routing said call to an emergency services operator position capable of communicating in said preferred language.
2. A method in accordance with claim 1 further comprising:
determining a language associated with a jurisdiction wherein the plurality of dialed digits comprises an emergency services number, and
wherein said step of routing said call comprises routing said call to an emergency services operator position wherein the determined language is understood.
3. A method in accordance with claim 2 wherein the step of determining a language comprises automatically determining a language at an interactive emergency language system.
4. A method in accordance with claim 2 wherein the step of determining a language comprises routing said call to a translation agency and determining said language by a translator at said translation agency.
5. A method in accordance with claim 4 wherein routing said call comprises bridging said call among said caller, said emergency services operator position and said translation agency.
6. A method in accordance with claim 1 further including:
if said plurality of dialed digits comprises an extra-jurisdictional emergency services number, routing said call to an interactive emergency language system.
7. An interactive emergency language system comprising:
an interface to a communications network;
a processor connected to said interface, wherein said processor is configured to interact with a caller to determine a preferred language for said caller, determine an emergency services operator position where the preferred language is understood, retrieve routing instructions for routing said call to said operator position and return said routing instructions to said communications network, and
wherein said processor is also configured to return routing instructions to the network to route the call to a translation agency if said processor cannot determine the caller's preferred language.
8. An interactive emergency language system in accordance with claim 7 wherein said processor is further configured to receive the dialed digits, determine a language associated with said dialed digits and query said caller to determine whether the caller understands the determined language.
9. An interactive emergency language system in accordance with claim 7 wherein said processor is further configured to received the dialed digits, determine a plurality of languages associated with said dialed digits and iteratively query the caller to determine the caller's preferred language.