Methods and systems for automatically providing an emergency service call handler with context specific emergency service protocols

1. A system comprising

(a) a voice recognition element for receiving a digital data stream corresponding to a voice communication channel and generating text data, said text data corresponding to a textual representation of spoken words transmitted over said voice communication channel;

(b) a keyword comparison element for detecting a match between said text data and a keyword;

(c) a protocol selection element for selecting a set of instructions in response to a match between said text and said keyword; and

(d) a database including at least said keyword and at least said set of instructions; and

wherein the system operates to monitor content of a voice communication between a caller and an emergency service call handler; compare the content of the voice communication to a set of known words; and, in the event one or more of said known words are identified in said voice communication, select a set of instructions for presentation to said emergency service call handler;

(e) a parsing element for distinguishing between voice data corresponding to words spoken by said caller and voice data corresponding to said emergency service call handler; and

wherein said protocol selection element operates to select a first set of instructions if a known word is identified as being spoken by said caller and selects a second set of instructions if a known word is identified as being spoken by said emergency service call handler.

2. The system of claim 1 , wherein said voice data comprises a string of digital data divided into packets, said packets include header information, and said parsing element operates by comparing said header information to an IP address corresponding to said emergency service call handler to distinguish voice data packets spoken by said emergency service call handler.

3. A system comprising

(a) a voice recognition element for receiving a digital data stream corresponding to a voice communication channel and generating text data, said text data corresponding to a textual representation of spoken words transmitted over said voice communication channel;

(b) a keyword comparison element for detecting a match between said text data and a keyword;

(c) a protocol selection element for selecting a set of instructions in response to a match between said text and said keyword;

(d) a database including at least said keyword and at least said set of instructions; and

wherein the system operates to monitor content of a voice communication between a caller and an emergency service call handler; compare the content of the voice communication to a set of known words; and, in the event one or more of said known words are identified in said voice communication, select a set of instructions for presentation to said emergency service call handler;

(e) a background analysis element for receiving said digital data stream and generating background text data, said background text data corresponding to a textual representation of sounds other than spoken words transmitted over said voice communication channel;

(f) a background comparison element for detecting a match between said background text data and a known background sound identifier;

(g) a background protocol selection element for selecting a set of instructions in response to a match between said background text data and said known background sound identifier; and

(h) a database including at least said known background sound identifier and at least said set of instructions and,

wherein the system further operates to compare said content of said voice communication to a set of known background sounds; and, in the event one or more of said known background sounds are identified in said voice communication, select a set of instructions for presentation to said emergency service call handler, said set of instructions being related to said identified background sounds.

4. The system of claim 1 , further comprising an internet protocol conversion element for receiving an analog data signal corresponding to said voice communication and converting said analog data signal to said digital data stream.

5. The system of claim 1 , wherein said database is editable for permitting a user to add additional keywords and edit or remove existing keywords, to add additional sets of instructions and edit or remove existing sets of instructions, and to add, edit, or remove associations between keywords and sets of instructions.

6. A method comprising:

(a) monitoring digital data corresponding to a voice communication between a caller and an emergency service call handler for a digital representation of a known keyword;

(b) responsive to detection of said digital representation of said known keyword, providing said emergency call handler with a protocol for guiding additional communications between said caller and said emergency call handler;

(c) distinguishing between voice data corresponding to words spoken by said caller and voice data corresponding to said emergency service call handler; and

(d) selecting a first set of instructions if a known word is identified as being spoken by said caller and selects a second set of instructions if a known word is identified as being spoken by said emergency service call handler.

7. The method of claim 6 , wherein step (a) comprises the sub-steps of:

(a.1) performing a speech recognition analysis on said digital data to identify words being spoken during said voice communication and

(a.2) comparing said at least one word of said words identified in step (a.1) to a set of known keywords, and

Step (b) comprises the sub-steps of:

(b.1) selecting said protocol from a set of pre-defined protocols and

(b.2) displaying said protocol to said emergency service call handler via a call handling application.

8. A method comprising

(a) providing access to a voice recognition element to a public safety answering point, said voice recognition element being configured for receiving a digital data stream corresponding to a voice communication channel and generating text data, said text data corresponding to a textual representation of spoken words transmitted over said voice communication channel;

(b) providing access to a keyword comparison element to said public safety answering point, said keyword comparison element being configured for detecting a match between said text data and a keyword;

(c) providing access to a protocol selection element to said public safety answering point, said protocol selection element being configured for selecting a set of instructions in response to a match between said text and said keyword; and

(d) providing access to a database to a public safety answering point, said database including at least said keyword and at least said set of instructions; and

wherein said public safety answering point is configured to:

access said elements and said database to monitor content of a voice communication between a caller and an emergency service call handler;

distinguish between voice data corresponding to words spoken by said caller and voice data corresponding to said emergency service call; and

select a first set of instructions for presentation to said emergency call handler if a known word is identified as being spoken by said caller and select a second set of instructions if a known word is identified as being spoken by said emergency service call handler.

9. The system of claim 1 , wherein the system further operates to select at least one of the second set of instructions only if a known command is identified as being spoken by said emergency service call handler.

10. The method of claim 6 , wherein step (c) distinguishing between voice data corresponding to words spoken by said caller and voice data corresponding to said emergency service call handler includes comparing said header information to an IP address corresponding to said emergency service call handler to distinguish voice data packets spoken by said emergency service call handler.

11. A method comprising the steps of:

monitoring digital data corresponding to a voice communication between a caller and an emergency service call handler;

receiving said digital data stream and generating background text data, said background text data corresponding to a textual representation of sounds other than spoken words transmitted over said voice communication channel;

detecting a match between said background text data and a known background sound identifier; and

selecting a set of instructions in response to a match between said background text data and said known background sound identifier.

12. An emergency call handling system comprising:

a background analysis element for receiving a digital data stream corresponding to a voice communication channel and generating background text data, said background text data corresponding to a textual representation of sounds other than spoken words transmitted over said voice communication channel;

a background comparison element for detecting a match between said background text data and a known background sound identifier;

a background protocol selection element for selecting a set of instructions in response to a match between said background text data and said known background sound identifier; and

a data store including at least said known background sound identifier and at least said set of instructions.

13. A method for emergency call handling comprising the steps of:

receiving a digital data stream corresponding to a voice communication between a caller and an emergency service call handler;

distinguishing between voice data corresponding to words spoken by said caller and voice data corresponding to said emergency service call handler; and

selecting a first set of instructions if a known word is identified as being spoken by said caller and selects a second set of instructions if the known word is identified as being spoken by said emergency service call handler.

14. The method of claim 13 , wherein the step of distinguishing between voice data corresponding to words spoken by said caller and voice data corresponding to said emergency service call handler includes comparing said header information to an IP address corresponding to said emergency service call handler to distinguish voice data packets spoken by said emergency service call handler.

15. A method for emergency call handling comprising the steps of:

monitoring digital data corresponding to a voice communication between a caller and an emergency service call handler;

comparing the digital data stream of said voice communication to a set of known background sounds; and

in the event one or more of said known background sounds are identified in said voice communication, selecting a set of instructions for presentation to said emergency call handler,

said set of instructions being related to said identified background sounds.