A method for routing civilian calls to a public-safety officer is provided herein. During operation, a call processor receives a civilian call having a source identifier number identifying a source of the call and a target identifier number identifying a target of the call. A public-safety officer is determined that is the target of the call and a public-safety officer status database is accessed to determine a current status of the public-safety officer. When the officer is able to take the call, the call is routed directly to the officer. When the officer is unable to take the call, the officer status database is accessed, and a best available officer to take the call is determined. The call is then routed to the best available officer that is able to take the call.

A computer-implemented method of processing an emergency incident can include routing a first emergency call and a second emergency call; verifying that the first emergency call and the second emergency call relate to the same emergency incident; establishing a conference bridge between communication terminals of first and second agents who were assigned the first and second calls so the agents are able to communicate via the conference bridge and to merge the first emergency call and the second emergency call that relate to the same emergency incident. If the first and second emergency calls are merged, a message can be sent to a services provider device (e.g. police station device, fire station device, etc.) for handling the emergency incident. A communication apparatus can be provided to implement embodiments of the method as well.

Systems and methods for processing emergency communications are provided. A system may receive an emergency communication initiated by an emergency communicator. The system may detect a data field action in response to an emergency receiver entering a data input based on the emergency communication. The system may capture a timestamp of when the data field action occurred. The system may generate a communication snippet based on the action timestamp and a snippet length. The communication snippet may be configured to provide context from the emergency communication to the data input. The system may transmit the communication snippet and the data input to an emergency responder.

Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; extracting, by a data calculation engine, organization, location, and time information from the text; calculating, by the data calculation engine, a priority of the call interaction from the extracted information and the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to a queue of the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

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.

An assisted user's (AU's) captioning device for assisting an AU during a call with a hearing user (HU) wherein the hearing user uses a HU's communication device, the captioning device comprising a display screen and a processor linked to the display screen, the processor programmed to perform the steps of upon receiving a call, automatically determining if the call is from one of a first set of HUs, upon determining that the call is from one of the first set of HUs, automatically initiating captioning and presenting captions of an HU voice signal during at least a portion of the call, and upon determining that the call is not from one of the first set of HUs, starting the call without captioning and providing an option to the AU to initiate captioning during the call.

Methods, systems, and devices are described for wireless communication. A wireless device such as an in-vehicle system (IVS) may transmit an emergency call (eCall) message to a third party eCall server using a communication session which may be packet based or circuit based. The eCall message may include session information and telematics data. The third party eCall server may relay the session information and telematics data to a public safety answering point (PSAP). For example, the third party eCall server may generate an automatic text-to-speech message that is transmitted to the PSAP over a public communications network. In some cases, the third party eCall server may transmit a response to the wireless device including metadata based on the telematics data transmitted in the eCall message. The eCall message may also include a call-back number, and the PSAP may contact the wireless device directly using the call-back number.

Systems and methods for communications with a first responder dispatcher are disclosed. In aspects, a system for includes a database, processor(s), and memory storing instructions. The database includes public safety answering points (PSAPs), geographic coverage information for the PSAPs, and enrollment information for the PSAPs. The instructions, when executed by the processor(s), cause the system to: receive a request for a PSAP from a smart mobile device where the request includes information indicating a location of the smart mobile device; determine a target PSAP based on comparing the location of the smart mobile device with geographic coverage information for the PSAPs; in case the target PSAP is enrolled, connect the smart mobile device with the target PSAP using a connection separate from an emergency services voice connection; and in case the target PSAP is not enrolled, instruct the smart mobile device to initiate an emergency services voice connection.

Systems for and methods of determining the priority of a call interaction include receiving a call interaction from a call center; validating, by a validation and transcription engine, that the call interaction is authentic; converting, by the validation and transcription engine, the call interaction into text; calculating, by the data calculation engine, a priority of the call interaction from the text and organization, location, and time information in the text by determining an important of words in the text and correlating the words to a priority class using a pre-trained algorithm that is trained on emergency-type and emergency services-type language; determining that the call interaction should be transmitted to the call center for initial handling by a call center agent; and transmitting the call interaction, the calculated priority, and the extracted information to the call center.

A system for real-time agent assist in a crisis scenario according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive an information request from a contact center client, evaluate the information request using natural language understanding to determine a knowledge fragment associated with the information request, analyze the knowledge fragment based on a crisis knowledge base of the system with respect to at least one of a confidence in the knowledge fragment, a veracity of the knowledge fragment, a frequency of the knowledge fragment, or a proximity of the knowledge fragment to the crisis scenario, and generate a response to the contact center client in response to analysis of the knowledge fragment based on the crisis knowledge base.