Call management system for a command center utilizing call metadata
US10348888B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 3, 2018 |
| Grant date | Jul 9, 2019 |
| Priority date | — |
| Expiry date | Aug 3, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W4/90
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods and systems for optimizing a call queue at a dispatch center. One system includes an electronic computing device including an electronic processor configured to define an incident based on a first call received from a first communication device, wherein the incident includes an incident location, receive, from a second communication device operated by a caller, a second call, perform an analysis of a metadata of the second call, determine a caller identification based on the metadata of the second call when the electronic processor determines, based on the analysis, that either (1) a call traffic level, following the first call, exceeds a call traffic threshold, or (2) a location of the second communication device is proximate to a location of the incident, and direct the second call to either a primary call handling workstation or a secondary call handling workstation based on the caller identification.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.