Method and apparatus for handling citizen callback of public-safety officer

An apparatus comprising:

• a network interface configured to receive 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 incident database;
• a public-safety officer status database;
• and
• logic circuitry configured to
• determine an incident record priority associated with the incident record within the public-safety incident database, wherein the incident record priority is based on a type of incident identified in the incident record, or an incident type to priority mapping;
• identify an associated public-safety officer that is the target of the call, wherein the step of identifying is based on one of the source identifier number, the target identifier number;
• access a public-safety officer status database and determine a current status of the associated public-safety officer from the public-safety officer status database;
• determine a current status priority of the associated public-safety officer as a function of the current status;
• route the civilian call directly to a mobile device associated with the associated public-safety officer when the current status priority is less than the incident record priority;
• and
• route the civilian call directly to one of a public-safety answering point or an automated voice mail system when the current status priority is greater than the incident record priority.

A method for routing civilian calls to an associated public-safety officer, the method comprising:

• receiving 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;
• accessing a public-safety incident database and using one of the source identifier number or the target identifier number to identify an incident record most highly correlated with the source identifier number or the target identifier number;
• determining an incident record priority associated with the incident record within the public-safety incident database, wherein the incident record priority is based on a type of incident identified in the incident record, or an incident type to priority mapping;
• identifying an associated public-safety officer that is the target of the call, wherein the step of identifying is based on one of the source identifier number, the target identifier number;
• accessing a public-safety officer status database and determining a current status of the associated public-safety officer from the public-safety officer status database;
• determining a current status priority of the associated public-safety officer as a function of the current status;
• when the current status priority is less than the incident record priority, routing the civilian call directly to a mobile device associated with the associated public-safety officer;
• and
• when the current status priority is greater than the incident record priority, routing the civilian call directly to one of a public-safety answering point or an automated voice mail system;
• wherein the incident record comprises a call history record that recites historical calls made between public-safety officers and civilians, and wherein identifying the incident record most highly correlated with the one of the source identifier number or the target identifier number comprises identifying the incident record having the call history record indicating a threshold recent call from the associated public-safety officer to the mobile device associated with the source identifier number;
• further comprising adjusting the incident record priority higher based on a number of attempted calls from the source identifier number;
• wherein the step of determining the current status priority comprises the step of mapping the current status to the current status priority.