Using text for handling E911 voice calls
A computing system may automatically send a text message to a caller of an E911 call in addition to existing E911 call handling in response to one or more failures of an E911 system. Sending the text message may be a response to a technical failure associated with normal voice call handling and routing. The text message may also be a response to an emergency services center's failure to answer an E911 call. This failure may be due to technical problems or high call volumes, among other things. The text message can prompt the E911 caller to contact 911 services using a text message reply including information association with the nature of the emergency about which the caller is calling 911. The text message can be placed in a call queue at the emergency services center or routed to a local public safety answering point (PSAP).
1. A computer-implemented method comprising:
detecting, by a server of a wireless communication network, an unsuccessful E911 call to an emergency services center;
receiving, by the server, a phone number of the E911 call;
in response to the detecting and the receiving, generating, by the server, a text message; and
sending, by the server, the text message to a device corresponding to the phone number that originated the E911 call.
2. The computer-implemented method of claim 1 , wherein detecting the unsuccessful E911 call comprises determining that the E911 call has rung a predetermined number of times without being answered.
3. The computer-implemented method of claim 1 , wherein the E911 call is considered to be unsuccessful based, at least in part, on the E911 call remaining on hold for a predetermined amount of time without being answered by a human operator.
4. The computer-implemented method of claim 1 , further comprising:
receiving a text message reply from the device in response to sending the text message, the text message reply including data related to a nature of an emergency associated with the E911 call.
5. The computer-implemented method of claim 4 , further comprising:
storing the text message reply and metadata associated with the E911 call in a call queue of an E911 database.
6. The computer-implemented method of claim 5 , further comprising:
applying a word recognition process to the text message reply to determine data related to a nature of an emergency associated with the E911 call.
7. The computer-implemented method of claim 5 , wherein the call queue is accessible to a human operator at the emergency services center.
8. The computer-implemented method of claim 1 , further comprising:
receiving location information for the device from the E911 call.
9. A server of a wireless communication network comprising:
a non-transitory storage medium; and
instructions stored in the non-transitory storage medium, the instructions being executable by the server to:
detect an unsuccessful E911 call to an emergency services center;
receive a phone number of the E911 call;
generate a text message; and
send the text message to a device corresponding to the phone number that originated the E911 call.
10. The server of claim 9 , wherein the E911 call is considered to be unsuccessful based, at least in part, on a failure of the E911 call to reach a human operator of the emergency services center within a predetermined amount of time.
11. The server of claim 9 , wherein the instructions are further executable by the server to:
receive a text message reply from the device in response to the sending of the text message to the device, the text message reply including data related to a nature of an emergency associated with the E911 call.
12. The server of claim 11 , wherein the instructions are further executable by the server to:
store the text message reply and metadata associated with the E911 call in a call queue of an E911 database accessible to the emergency services center.
13. The server of claim 9 , wherein the instructions are further executable by the server to:
apply a word recognition process to the text message reply to determine data associated with the E911 call.
14. The server of claim 13 , the word recognition process configured to identify a plurality of keywords.
15. A wireless communication network server comprising:
one or more processors;
a non-transitory storage medium; and
instructions stored in the non-transitory storage medium, the instructions being executable by the one or more processors to:
detect an unsuccessful E911 call to an emergency services center;
receive a phone number of the E911 call;
generate a text message; and
send the text message to a device corresponding to the phone number that originated the E911 call;
wherein the text message provides instructions to a caller associated with the E911 call to remain on hold, and send a text message reply providing data related to a nature of an emergency associated with the E911 call.
16. The wireless communication network server of claim 15 , wherein the instructions are further executable by the one or more processors to:
store the data associated with the text message reply and metadata associated with the E911 call in a call queue of an E911 database.
17. The wireless communication network server of claim 16 , wherein the call queue is accessible to a human operator at the emergency services center.
18. The wireless communication network server of claim 15 , wherein the instructions are further executable by the one or more processors to:
receive location information from the device associated with the E911 call.
19. The wireless communication network server of claim 15 , wherein the instructions are further executable by the one or more processors to:
apply a word recognition process on the text message reply to determine data associated with a nature of an emergency of the E911 call; and
store the data associated with the text message reply and metadata associated with the E911 call in a call queue based at least in part on one or more keywords identified during the word recognition process.