METHOD AND SYSTEM FOR CLUSTERING EMERGENCY CALLS
The present invention relates to a method for clustering emergency calls and a system to perform the method. With the present invention, the resource utilization of a PSAP center can significantly be improved, and at the same time, the response time of all calls that reach the PSAP center is reduced. This is achieved by providing a mechanism that allows clustering of calls, and an advanced handling of a majority of them. A personalized message is used to communicate an ongoing major incident to callers to pre-handle a burst of calls. Therefore, the call agent only has to take calls that have not already been successfully handled by the personalized messages.
1 . A method for clustering emergency calls, the method comprising the steps of:
S 210 receiving, by a Public Safety Answering Point, PSAP, a new emergency event from an Emergency Service Routing Proxy, ESRP;
S 220 extracting, by an application, key data regarding the new emergency event;
S 230 preparing, by the application, a search key for clustering incoming calls belonging to the same event, based on the key data extracted in the previous step;
S 235 checking, by the application, whether a matching event is in a cluster storage, based on the extracted key data of the incoming event and key data of previously reported events in the cluster storage;
S 240 adding, by the application, further key data into the cluster storage, in case a matching event is in the cluster storage;
S 250 sending, by the application, a personalized message to the emergency caller, using the available key data of the matching event in the cluster storage; and
S 500 ending the method.
2 . The method according to claim 1 , wherein in case no matching event is in the cluster storage, the method further comprises:
S 260 optimizing, by the application, the search key, in case no matching event is in the cluster storage;
S 270 adding, by the application, an abandoned event to the abandoned events without clustering, in case the optimization is not successful; and
S 500 ending the method.
3 . The method according to claim 2 , wherein in case the optimization of the search key is not successful, the method further comprises:
S 280 creating, by the application, a new entry of an incoming event into the cluster based on the previously prepared search key;
S 290 moving, by the application, the incoming event to the call handling system;
S 300 monitoring, by the application, a Real-Time-Protocol, RTP, streaming, and extracting, by the application, event key words;
S 310 updating, by the application, the entry into the cluster storage with the event key words; and
S 500 ending the method.
4 . The method according to claim 2 , wherein in case the optimization of the search key is successful, the method further comprises:
S 240 adding, by the application, further key data into the cluster storage, in case a matching event is in the cluster storage;
S 250 sending, by the application, a personalized message to the emergency caller, using the available key data of the matching event in the cluster storage;
S 500 ending the method; or
S 260 optimizing, by the application, the search key, in case no matching event is in the cluster storage.
5 . The method according to claim 2 , wherein optimizing represents a tree diagram of the emergency data and their connection, wherein the search key starts from a corresponding optimization level based on the key data extracted from a new emergency call.
6 . The method according to claim 1 , wherein the application is an entity of the emergency system, a part of the the Public Safety Answering Point, PSAP, and/or designed as a bot and/or as an Interactive Voice Responder, IVR, and/or the application can be running as an external component where the PSAP has access.
7 . The method according to claim 1 , wherein the key data are selected from the group comprising time, location locX and other parameters like ADR Y and ADR Z.
8 . The method according to claim 7 , wherein the parameters ADR Y and ADR Z are selected from Uniform Resource Name, URN, service SOS sub-service, an emergency call data service info-element, or an emergency call data comment-element.
9 . The method according to claim 1 , wherein the clustering is based on a location locX within a time-window t.
10 . The method according to claim 1 , wherein the key data are stored at corresponding optimization levels, preferably wherein there are up to three optimization levels.
11 . A system for clustering emergency calls, wherein the system is configured to perform the method according to claim 1 .
12 . The system according to claim 11 , wherein the system comprises an Emergency Service Routing Proxy, ESRP, an application, a Public Safety Answering Point, PSAP and a cluster storage.
13 . The system according to claim 12 , wherein the application is an entity of the emergency system, a part of the Public Safety Answering Point, PSAP, or another component of the network system, and/or designed as a bot and/or as an Interactive Voice Responder, IVR and/or the application can be running as an external component where the PSAP has access.
14 . The system according to claim 12 , wherein the cluster storage contains the key data information in a node-tree architecture.