Described are a method, system, and computer program product for accessing data about a caller from multiple data sources in real time. The method includes communicatively connecting with call handling equipment and receiving caller data including a unique caller identifier. The method also includes communicating a request for initial information to a location information database and/or an additional data repository. The method further includes reconfiguring the initial information from an inbound format to a different outbound format such that the initial information is readable by the call handling equipment, a computer aided dispatch system, and/or a public safety information management system. The method further includes communicating a request for and receiving additional information from a cloud-based repository. The method further includes communicating the additional information to the call handling equipment, the computer aided dispatch system, and/or the public safety information management system for display to a user.

Technology for determining a queue position of a call from a user can include receiving, at an enterprise, the call from a user device associated with the user. The user device includes an application associated with the enterprise. The call is placed into an on-hold queue. A weighted level of importance associated with the call is determined based on call history information associated with the user device and call frequency associated with the user. The weighted level of importance is compared to at least one weight threshold. A wait time for the call is decreased based on the weighted level of importance meeting or exceeding the at least one weight threshold.

Disclosed are systems, methods, and media capable of generating and implementing emergency flows. The emergency flow is highly customizable and can connect with various stakeholders (user, emergency contacts, corporate representatives, emergency service provider personnel, etc.). The systems, methods, and media can be triggered in various ways including user input (e.g. voice command) or by sensors (e.g. by using sound detection capabilities).

Disclosed are systems, methods, and media capable of generating and implementing emergency flows. The emergency flow is highly customizable and can connect with various stakeholders (user, emergency contacts, corporate representatives, emergency service provider personnel, etc.). The systems, methods, and media can be triggered in various ways including user input (e.g. voice command) or by sensors (e.g. by using sound detection capabilities).

A safety system particularly for a transport service software application. The system integrates into an existing transport service software application communicates with a cellular network mobile device of a transport service driver or at least one passenger located in a vehicle offering rideshare services. In an emergency, a user of the system may press a panic button on the application. The mobile device activates its camera and microphone turns on to livestreams audio and video to emergency personnel, and transmits GPS data to said emergency personnel.

Novel tools and techniques are provided for implementing 911 or enhanced 911 (“E911”) address update. In various embodiments, in response to a trigger event, a computing system may determine whether E911 address data associated with a customer that is stored in an E911 database requires updating. If so, the computing system may update the E911 database with address data associated with the customer that has been validated or verified (if available). Where no validated or verified address associated with the customer is available, the computing system may send a message to the customer to provide updated 911 or E911 address data; may receive, from a user device associated with the customer via an API over a network(s) operated by the service provider, updated 911 or E911 address data from the customer; and may update the E911 database with the received updated 911 or E911 address data from the customer.

Location determination and telephone number distribution for emergency calls is enabled by a telephony system which maintains multiple pools of telephone numbers. Each pool corresponds to a different region such that the pools of telephone numbers are defined at the region-level rather than at the site-level. The telephony system determines the location of a calling device initiating an emergency call regardless of whether the calling device is at a known site. Based on the determined location of the calling device, one of the pools of telephone numbers which corresponds to that location is selected. The telephony system thereafter distributes a telephone number for the calling device to use for the emergency call from that selected pool of telephone numbers to facilitate an emergency call between the calling device and a local public safety answering point.

A gateway device includes a call handling equipment (CHE) listener interface, an Internet Protocol (IP) interface, a provisioning engine, and a message parsing engine. The CPE listener interface forms a communication channel with a CHE and receives call event data from the CHE. The IP interface communicates with a cloud-based processing system. The provisioning engine receives, from the cloud-based processing system via the IP interface, instructions for parsing data from a data output format of the CHE into a consistent data format of the cloud-based processing system. The message parsing engine parses the call event data received from the CHE via the CHE listener interface, and formats the call event data according to the consistent data format. The gateway device transmits the formatted call event data to the cloud-based processing system via the IP interface.

Provided is a user interface for both event generation and participation.

An event management system includes: an API database that stores an event execution management API and a resource management API; an event database that stores an event execution program and log data; an API registration processing unit; an event generation processing unit; an event registration processing unit; and a communication processing unit. The event management system treats a module as a nested scenario; uses a time zone and a field zone, a transition arrow, an icon, and a descriptor; interprets, in a completed chart diagram, a structure of the time zone, field zone information, an inclusion relationship of contents and a descriptor with respect to the time zone, portion arrangement information of contents and the descriptor on another icon, and a connection relationship of a transition arrow; generates an analysis structure to set as a structure unique to a chart and a module; and realizes chart interpretation equivalent to programming in a markup language.

Methods, apparatuses, and/or articles of manufacture may be implemented to authenticate a subscriber of a communications device. The method may include receiving, via a server coupled to a network, a first signal that indicates a modification of one or more location descriptors corresponding to a communications device. The modification may occur in connection with receipt of the one or more location descriptors by an emergency services provider. The method may include storing a record of the modification of the one or more location descriptors in response to creation of one or more new location descriptors corresponding to a subscriber identifier, modification of one or more previously existing location descriptors corresponding to the subscriber identifier, or deletion of the subscriber identifier. The method may additionally include generating a second signal to form or update an electronic or digital identity of the communications device responsive to receiving the first signal.