Intrado Life & Safety, Inc.

Intrado Corporation

West Corporation

Mario Manzanillo

Yvon Desnoyers

Michel Brkovic

Papa Diop

Paul Guest

Mike DeWeese

An example operation may include one or more of receiving, via a telephone network, a Voice over IP (VOIP) call from a network device, detecting a disturbance value from a tag that has been added to a VOIP message of the VOIP call, determining an answer priority of the VOIP call based on the disturbance value, and processing the VOIP call based on the determined answer priority.

Queuing calls based on disturbance

Mitigating disturbances at a call center

An example operation may include one or more of receiving an audio file from a public safety answering point (PSAP), the audio file comprising a recording of a telephone call, converting the audio file into a text file that comprises a transcript of the telephone call, identifying a keyword within the text file that is associated with a topic, and transmitting a portion of the text file of the telephone call to one or more subscribers that have registered with the topic.

Publish and subscribe call center architecture

An example of operation may include one or more of receiving audio files from public safety answering points (PSAPs), the audio files comprising recordings of telephone calls captured via the PSAPs, converting, via a speech-to-text converter, the audio files into text files that comprises respective transcripts of the respective telephone calls, identifying, via a reporting engine, a recurring topic that is repeatedly observed among the PSAPs from text content within the text files, and outputting, via the reporting engine, a descriptive identifier of the recurring topic via a user interface.

Insight determination from aggregated call content

An example operation may include one or more of receiving audio files from public safety answering points (PSAPs), the audio files comprising recordings of telephone calls captured via the PSAPs, converting, via a speech-to-text converter, the audio files into text files that comprises respective transcripts of the respective telephone calls, identifying, via a reporting engine, a recurring topic that is repeatedly observed among the PSAPs from text content within the text files, and outputting, via the reporting engine, a descriptive identifier of the recurring topic via a user interface.

An example operation may include one or more of receiving data and metadata from a device, detecting that an event has been captured within the device data and a geographic location of the device based on the metadata, converting information about the detected event and the geographic location into a telephone communication of the device, and transmitting the telephone communication of the device, via a telephone network, to a telephone number of a call station.

Device communication with public safety answering point

An example operation may include one or more of receiving, via a telephone network, a telephone communication comprising a query input via a call center, identifying a device associated with the query based on a device identifier that is included within the telephone communication, and querying the identified device for data via a message transmitted to an application programming interface (API) of the identified device.

Device communication from public safety answering point to sensor

An example operation may include one or more of receiving a telephone call from a calling device, determining one or more attributes of a caller associated with the calling device based on call history information of the calling device, generating a tag based on the one or more determined attributes and adding the generated tag to a Voice over IP (VOIP) call message of the telephone call, and transmitting the tagged VOIP call message from the calling device to a downstream node.

An example computing system may include one or more of a chassis including an enclosure and a communication interface, and a plurality of server modules that form a PSAP, housed by the enclosure of the chassis, and communicating via the communication interface, wherein the plurality of server modules include a communication server module that interconnects the PSAP to a radio signal, a recorder, a telephone line, and an operator call talking system, a call talking server module that executes a call-taking application for outputting audio of the PSAP to the operator call talking system, and a computer aided dispatch (CAD) server module that outputs a computer aided dispatch for emergency vehicles and/or emergency services via a display device of the operator call talking system.

Growing community of inventors

Dollard-des-Ormeaux, Canada

Mario Manzanillo