Motorola Solutions, Inc.

Anna L Steinbrenner

Jody A Stowell

Shilpa Varanasi

Device, system and method to initiate electronic actions on calls and manage call-taking resources is provided. A device receives a call for a public-safety answering point (PSAP) and, based on determining human-operated communication devices of the PSAP are engaged on other calls: places the call into a queue; answers the call; and provides, on the call, an inquiry for keywords indicative of mental health of a caller on the call. The device determines, based on a keyword spoken by the caller, an electronic activity configured to maintain the caller on the call, including a prompt to cause the caller to talk. The device provides, while the call is in the queue, the electronic activity on the call, receives a response, and, based on a relative reduction of the queue, the keyword, the response, and/or a measured stress level of the caller, implements an electronic action configured to manage the queue.

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Bartlett, IL, United States of America

Anna L Steinbrenner