# US 2017/0256151 A1 · System and method for incident handling

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- Number: US 2017/0256151 A1
- Document ID: US20170256151A1
- Status: Published application
- Kind: A1
- Application number: 15/061,032
- Filed: 2016-03-04
- Published: 2017-09-07
- Earliest claimed: 2016-03-04
- Assignees: Mindmancer AB
- Applicants: Mindmancer AB
- Inventors: Johnny BERLIC; Victor HAGELBÄCK
- Web page: https://patentgrep.com/patent/US20170256151A1

## CPC

- G08B 13/2491: {Intrusion detection systems, i.e. where the body of an intruder causes the interference with the electromagnetic field}
- G08B 13/19682: {Graphic User Interface [GUI] presenting system data to the user, e.g. information on a screen helping a user interacting with an alarm system}
- G08B 25/001: {Alarm cancelling procedures or alarm forwarding decisions, e.g. based on absence of alarm confirmation}
- G08B 25/006: {Alarm destination chosen according to type of event, e.g. in case of fire phone the fire service, in case of medical emergency phone the ambulance}
- G08B 25/08: using communication transmission lines {(G08B13/19658, G08B21/0286, G08B25/016 take precedence)}
- H04L 67/10: in which an application is distributed across nodes in the network (software deployment G06F8/60; multiprogramming arrangements G06F9/46)
- H04N 7/18: Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast
- H04N 7/181: {for receiving images from a plurality of remote sources}
- G06Q 10/0631: Resource planning, allocation, distributing or scheduling for enterprises or organisations
- H04L 67/303: Terminal profiles
- H04L 67/306: User profiles
- G08B: SIGNALLING SYSTEMS, e.g. PERSONAL CALLING SYSTEMS; ORDER TELEGRAPHS; ALARM SYSTEMS
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)
- H04N: PICTORIAL COMMUNICATION, e.g. TELEVISION
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR

## Abstract

The present invention relates the operation and handling of incidents, for example in relation to alarms and events generated in relation to a security system by a plurality of surveillance devices. The invention also relates to a corresponding incident handling method and a computer program product.

## Claims

### Claim 1

An incident handling system, comprising:
a server including:
an input module configured to receive, over a network, inputs in the form of incident reports from a plurality of geographically distributed surveillance devices configured to carry out predetermined surveillance tasks;
a memory module configured to store a surveillance profile for each of the surveillance devices, and a competence profile for each of a plurality of geographically distributed users;
an analysis module configured to perform a pre-processing analysis of each of the incident reports and the corresponding surveillance profiles; and
a matching module configure to match a result of the pre-processing analysis and at least a portion of the competence profiles, resulting in the selection of at least one matching user; and
a user interface provided on a remote communications computing device, the remote communications computing device connected to the server over the network and configured to allow manual interaction of the selected at least one matching user to at least a portion of the incident report, wherein the manual interaction includes determining a response reaction to the incident report.

### Claim 2 (depends on 1)

The system according to claim 1, wherein the user interface is further configured to allow the selected at least one matching user to direct, through the server, a response unit to the geographical location of the surveillance device.

### Claim 3 (depends on 1)

The system according to claim 1, wherein at least a portion of the surveillance devices comprises an image sensor, and the incident report comprises at least one of an image and a video of the location of the surveillance device.

### Claim 4 (depends on 1)

The system according to claim 1, wherein the server is a cloud server.

### Claim 5 (depends on 1)

The system according to claim 1, wherein the plurality of geographically distributed users are geographically distributed in different countries.

### Claim 6 (depends on 1)

The system according to claim 1, wherein the competence profile for the geographically distributed users comprises information relating to the current availability of each user.

### Claim 7 (depends on 1)

The system according to claim 1, wherein the competence profile for the geographically distributed users comprises information relating to the geographical location of each user.

### Claim 8 (depends on 1)

The system according to claim 1, wherein the competence profile for the geographically distributed users comprises information relating to the language skills of each user.

### Claim 9 (depends on 1)

The system according to claim 1, wherein the competence profile for the geographically distributed users comprises information relating to the cost of manual interaction with the incident report.

### Claim 10 (depends on 1)

The system according to claim 1, wherein the matching module selects at least two matching users, and the server further comprises a correlation module configured to correlate the response reactions from the at least two matching users and determining a combined response reaction.

### Claim 11 (depends on 1)

The system according to claim 1, wherein the incident handling system is a cloud-based computing system.

### Claim 12

A computer implemented method for operating an incident handling system, the incident handling system including a server and a plurality of remote communications computing device connected to the server over a network, the method comprising the steps of:
receiving, over the network, inputs in the form of incident reports from a plurality of geographically distributed surveillance devices configured to carry out predetermined surveillance tasks;
reviewing a surveillance profile for each of the surveillance devices, and a competence profile for each of a plurality of geographically distributed users;
performing a pre-processing analysis of each of the incident reports and the corresponding surveillance profiles;
matching a result of the pre-processing analysis and at least a portion of the competence profiles, resulting in the selection of at least one matching geographically distributed user;
providing at least a portion of the incident report to the at least one matching geographically distributed user; and
receiving a response reaction from the at least one selected geographically distributed user based on a manual interaction of the user to the incident report provided through a user interface provided on the remote communications computing device.

### Claim 13

A computer program product comprising a non-transitory computer readable medium having stored thereon computer program means for controlling an incident handling system, wherein the incident handling system includes a server and a plurality of remote communications computing device connected to the server over a network, wherein the computer program product comprises:
code for receiving, over the network, inputs in the form of incident reports from a plurality of geographically distributed surveillance devices configured to carry out predetermined surveillance tasks;
code for reviewing a surveillance profile for each of the surveillance devices, and a competence profile for each of a plurality of geographically distributed users;
code for performing a pre-processing analysis of each of the incident reports and the corresponding surveillance profiles;
code for matching a result of the pre-processing analysis and at least a portion of the competence profiles, resulting in the selection of at least one matching geographically distributed user;
code for providing at least a portion of the incident report to the at least one matching user; and
code for receiving a response reaction from the at least one selected geographically distributed user based on a manual interaction of the user to the incident report provided through a user interface provided on the remote communications computing device.