Method of identifying a location of a source of an emergency call in a call center environment
AssigneeRockwell Electronic Commerce Corp.
InventorDebes Ray
Life of this patent
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Abstract
A method and apparatus are provided for routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations. The method includes the steps of receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations and retrieving an identifier of a predetermined public safety entity responsible for serving the local of the workstation from a database of the automatic call distributor. The method further includes the step of forwarding the call along with an identifier of the agent workstation to the public safety entity.
Claims34
A method of routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations, such method comprising the steps of:
- receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations;
- retrieving an identifier of a predetermined public safety entity responsible for serving the local of the workstation from a database of the automatic call distributor;
- and
- forwarding the call along with an identifier of the agent workstation to the public safety entity.
An apparatus for routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations, such apparatus comprising:
- means for receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations;
- means for retrieving an identifier of a predetermined public safety entity responsible for serving the local of the workstation from a database of the automatic call distributor;
- and
- means for forwarding the call along with an identifier of the agent workstation to the public safety entity.
An apparatus for routing emergency calls received by an automatic call distributor from a plurality of agent workstation in diverse geographical locations, such apparatus comprising:
- a call processor adapted to receive an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations;
- a memory adapted to retrieve an identifier of a predetermined public safety entity responsible for serving the local of the workstation from a database of the automatic call distributor;
- and
- a call processor adapted to forward the call along with an identifier of the agent workstation to the public safety entity.
A method of routing emergency calls received by an automatic call distributor from a plurality of agent workstations, such method comprising the steps of:
- receiving an emergency call by the automatic call distributor from an agent workstation of the plurality of agent workstations;
- retrieving an identifier of a call routing path from a database of the automatic call distributor between the automatic call distributor and a predetermined public safety facility of the workstation;
- transferring the call to the public safety facility along with an identifier of the agent workstation;
- and
- identifying a location of the agent workstation within a database of the public safety facility using the identifier of the agent workstation.
Dependencies are inferred from the claim text.