Interoperability and collaboration system with emergency interception monitoring

BACKGROUND OF THE INVENTION

0001Network systems that allow callers to obtain emergency assistance generally do so by allowing a dispatcher to process emergency calls from the callers. In processing emergency calls, the dispatcher may contact potential responders, such as enterprise emergency response teams (ERTs) and/or loss prevention teams (LPTs), that are appropriate for responding to the emergency calls. Typically, a dispatcher has a line of communication with a caller, and a separate communication channel with an appropriate responder. The dispatcher then communicates directly with the caller and directly with an appropriate responder to communicate information provided by the caller to the appropriate responder. The caller and the appropriate responder do not communicate directly with one another.

0002The dispatcher effectively serves as an intermediary between the caller and an appropriate responder such as an ERT and/or a LPT. An overall system may alert a dispatcher of an affected location, e.g., conference the dispatcher in with a caller in need of assistance, and the dispatcher may then utilize a radio device to communicate with a potential responder to essentially direct the potential responder to support the affected location.

BRIEF DESCRIPTION OF THE DRAWINGS

0003The invention may best be understood by reference to the following description taken in conjunction with the accompanying drawings in which:

0004<figref idref="DRAWINGS">FIG. 1A</figref> is a block diagram representation of a caller initiating an E911 call in a network that supports emergency interception monitoring in accordance with an embodiment of the present invention.

0005<figref idref="DRAWINGS">FIG. 1B</figref> is a block diagram representation of an E911 dispatcher locating potential responders within a network, i.e., network <b>100</b> of <figref idref="DRAWINGS">FIG. 1A</figref>, in accordance with an embodiment of the present invention.

0006<figref idref="DRAWINGS">FIG. 1C</figref> is a block diagram representation of a formation of a virtual talk group formed to include potential responders within a network, i.e., network <b>100</b> of <figref idref="DRAWINGS">FIG. 1B</figref>, in accordance with an embodiment of the present invention.

0007<figref idref="DRAWINGS">FIG. 2</figref> is a block diagram representation of a virtual talk group in which a potential responder and a caller may communicate either directly or indirectly in accordance with an embodiment of the present invention.

0008<figref idref="DRAWINGS">FIG. 3</figref> is a process flow diagram which illustrates a method of processing an E911 call in accordance with an embodiment of the present invention.

0009<figref idref="DRAWINGS">FIG. 4</figref> is a process flow diagram which illustrates a method of notifying potential responders of an E911 call, e.g., step <b>317</b> of <figref idref="DRAWINGS">FIG. 3</figref>, in accordance with an embodiment of the present invention.

0010<figref idref="DRAWINGS">FIG. 5</figref> is a process flow diagram which illustrates a method of becoming a part of a virtual talk group associated with an E911 call from the point of view of a responder in accordance with an embodiment of the present invention.

0011<figref idref="DRAWINGS">FIG. 6</figref> is a block diagram representation of a system which includes a management center and a client in accordance with an embodiment of the present invention.

DESCRIPTION OF THE EXAMPLE EMBODIMENTS

General Overview

0012In one embodiment, a method includes obtaining a request for a response, and identifying a first location from which the request originated. The request is obtained from a source that utilizes a phone and is located at the first location. The method also includes identifying at least one potential responder that may be capable or appropriate for providing the response. Finally, the method also includes creating a virtual talk group that includes the source and the potential responder. The potential responder may listen substantially directly to communications from the source within the virtual talk group using a land mobile radio.

Description

0013An interoperability and collaboration system such as a push-to-talk management system which creates a virtual talk group that enables callers seeking emergency response to communicate substantially directly with potential responders allows information to be communicated between the callers and the potential responders in an efficient manner. The system or, more specifically, an internet protocol policy engine (IPPE) of the system, detects an emergency request, e.g., an E911 call, identifies the location from which the emergency request originated, and identifies potential responders in the vicinity of the location. The system creates a virtual talk group that includes the source of the emergency request, a dispatcher of the system, and the potential responders. In general, the system may substantially activate the virtual talk group such that the source of the emergency request and the potential responders may directly communicate.

0014When a system effectively connects the mobile communications devices or radios of a dispatcher, potential responders, and a requestor of an emergency response in a virtual talk group, the potential responders may listen in on communications between the dispatcher and the requestor. Hence, the potential responders may obtain details on the evolving event as described by the requestor, and may therefore respond more efficiently than if the details had to be relayed by through the dispatcher. Further, the potential responders may communicate directly with the requestor through the virtual talk group.

0015An interoperability and collaboration system such as the Cisco Internet Protocol Interoperability and Collaboration System (IPICS), which is available commercially from Cisco Systems, Inc., of San Jose, Calif., facilitates coordinated, interagency response for emergencies and day-to-day operations. Interoperability and collaboration systems allow radio networks, IP networks, non-IP networks, telephones, cell phones, and computing devices to communicate. When an interoperability and collaboration system detects a request for assistance, identifies the location from which the request originated, identifies potential responders to the request, and creates a virtual talk group that allows potential responders to obtain information substantially directly from the originator of the request, the potential responders may efficiently respond to the request.

0016<figref idref="DRAWINGS">FIG. 1A</figref> is a block diagram representation of a source, as for example a caller, initiating an E911 call in a network associated with an interoperability and collaboration system that supports emergency interception monitoring in accordance with an embodiment of the present invention. A caller <b>104</b> in a network <b>100</b> makes an emergency call, e.g., an E911 call. Typically, caller <b>104</b> is at a location in which an emergency event is unfolding, and makes the emergency call through the use of a communications device such as a phone. In the described embodiment, a dispatcher arrangement <b>108</b> which includes an IPPE <b>124</b>, intercepts the call from caller <b>104</b>. It should be appreciated that even when IPPE <b>124</b> intercepts the call, the call may also be allowed to go through to E911. Dispatcher arrangement <b>108</b> may be a push-to-talk station that is arranged to be operated by a user.

0017In general, within an enterprise, a member of the enterprise may call E911 in search of assistance. An IPPE, e.g., IPPE <b>124</b>, that is part of a communication system within the enterprise may intercept the call, and also allow the call to go through to E911. That is, IPPE <b>124</b> may patch a call which originated internally within the enterprise to enterprise safety and security personnel, while also enabling the call to be processed by the intended receiver of the E911 call.

0018Dispatcher arrangement <b>108</b> is arranged to identify potential responders from among responders <b>112</b><i>a</i>-<i>e, </i>and to create a virtual talk group that includes caller <b>104</b> and potential responders. Responders <b>112</b><i>a</i>-<i>e </i>may include, but are not limited to including, mobile security personnel, enterprise emergency response teams (ERTs) and/or loss prevention teams (LPTs). In one embodiment, dispatcher arrangement <b>108</b> may be a potential responder. A locator <b>116</b> of IPPE <b>124</b>, which may include a global positioning system (GPS) locator, is arranged to determine the locations of responders <b>112</b><i>a</i>-<i>e </i>and to identify those responders <b>112</b><i>a</i>-<i>e </i>which are within a vicinity of caller <b>104</b>. A virtual talk group arrangement <b>120</b> of IPPE <b>124</b> creates a suitable virtual talk group that includes potential responders and the caller <b>104</b>.

0019As shown in <figref idref="DRAWINGS">FIG. 1B</figref>, locator <b>116</b> locates responders <b>112</b><i>a</i>, <b>112</b><i>d </i>as potential responders. Typically, potential responders <b>112</b><i>a</i>, <b>112</b><i>d </i>are those responders which are available and located in the vicinity of caller <b>104</b>. That is, potential responders <b>112</b><i>a</i>, <b>112</b><i>d </i>are those responders which likely to most readily reach the location associated with caller <b>104</b>. Once potential responders <b>112</b><i>a</i>, <b>112</b><i>d </i>are identified, a virtual talk group that includes potential responders <b>112</b><i>a</i>, <b>112</b><i>d</i>, caller <b>104</b>, and dispatcher arrangement <b>108</b> may be formed. <figref idref="DRAWINGS">FIG. 1C</figref> is a block diagram representation of a virtual talk group formed to include potential responders <b>112</b><i>a</i>, <b>112</b><i>d </i>in accordance with an embodiment of the present invention. Virtual talk group arrangement <b>120</b> may define and implement a virtual talk group <b>128</b> that such that members or elements within virtual talk group <b>128</b> may communicate with each other. By way of example, responders <b>112</b><i>a</i>, <b>112</b><i>d </i>may use their radios to communicate directly with caller <b>104</b>, and may also listen to exchanges that occur between caller <b>104</b> and dispatcher arrangement <b>108</b>. Hence, responders <b>112</b><i>a</i>, <b>112</b><i>d </i>may efficiently obtain information that may enable them to more efficiently assist caller <b>104</b>.

0020In one embodiment, responders <b>112</b><i>a</i>, <b>112</b><i>d </i>may have communications channels that are dedicated for use in receiving and transmitting emergency-related communications. Such communications channels may be used within virtual talk group <b>128</b> such that responders <b>112</b><i>a</i>, <b>112</b><i>d </i>may readily identify particular received transmissions as being associated with an unfolding emergency.

0021<figref idref="DRAWINGS">FIG. 2</figref> is a block diagram representation of a virtual talk group in which a potential responder and a caller may communicate either directly or indirectly in accordance with an embodiment of the present invention. A caller <b>204</b>, a dispatcher <b>208</b>, and a responder <b>212</b> who participate in a virtual talk group <b>228</b> may substantially monitor or participate in all communications. For instance, when caller <b>204</b> is exchanging information with dispatcher <b>208</b>, responder <b>212</b> may listen in on the exchange. Similarly, when responder <b>212</b> communicates with dispatcher <b>208</b>, caller <b>204</b> may listen in. Caller <b>204</b> and responder <b>212</b> may also communicate directly with each other such that dispatcher <b>208</b> may listen in. In other words, within virtual talk group <b>228</b>, it is not necessary for dispatcher <b>208</b> to relay information from caller <b>204</b> to responder <b>212</b> and vice versa, because caller <b>204</b> and responder <b>212</b> may hear all communications, e.g., conversations, that occur within virtual talk group <b>228</b>. In one example embodiment, caller <b>204</b> is communicating via a phone while responder <b>212</b> utilizes his or her land mobile radio (LMR) radio communication devices.

0022<figref idref="DRAWINGS">FIG. 3</figref> is a process flow diagram which illustrates a method of processing an emergency call in accordance with an embodiment of the present invention. A method <b>301</b> of processing an emergency call such as an E911 call begins at step <b>305</b> in which an E911 call is received from a caller. The caller is generally either in need of assistance, or is at a location at which assistance is needed. The dispatcher may either receive the E911 call substantially directly from the caller, or may be conferenced into the E911 call by another source, e.g., an IPPE such as IPPE <b>124</b> of <figref idref="DRAWINGS">FIG. 1A</figref>.

0023After the E911 call is received, the IPPE intercepts the call and determines the location from which the call is made, as well as a caller identifier (ID) of the caller, in step <b>309</b>. In one embodiment, the location from which the call is made may be transmitted as part of the call control messages. In other example embodiments, the location information maybe transmitted as part of the media stream of the call, or as a separate stream altogether. Hence, determining the location may include identifying the location from which the call was placed. The location, which may be associated with a telephone number, may be stored by the IPPE or the dispatcher, as for example in a database, such that the dispatcher may access the location in the event that the E911 call is prematurely terminated. In another example embodiment, the location of the caller may be provided by the endpoint of the caller or by an appropriate service provider.

0024In step <b>313</b>, the IPPE identifies potential responders that are within the vicinity of the location. It should be appreciated that potential responders that are considered as being in the vicinity of the location may vary. In other words, the definition of “vicinity” may vary depending upon the requirements of an overall system. For instance, the vicinity within which potential responders are located may be defined in terms of a radius around the location. Any ERTs and/or LPTs within the radius defined around the location may be considered to be potential responders. Alternatively, any available ERTs and/or LPTS within such a radius may be considered to be potential responders.

0025Once potential responders are identified, the IPPE effectively notifies or alerts potential responders of the E911 call from the caller in step <b>317</b>, and hence, of a situation in which the potential responders may be of service. The steps associated with one method of notifying potential responders of an E911 call will be described below with reference to <figref idref="DRAWINGS">FIG. 4</figref>. After notifying the potential responders of the E911 call, the IPPE creates a virtual talk group in step <b>321</b> that includes at least the caller, the potential responders, and the dispatcher. Although the dispatcher is generally included in the virtual talk group, the dispatcher may drop out of the virtual talk group substantially at any time after the virtual talk group is formed. That is, the potential responders may communicate substantially directly with the caller. In the preferred example embodiment, the caller may utilize a regular public switched telephone network (PSTN) phone, a mobile phone, an IP phone, or substantially any other device commonly used to place phone calls, while the potential responders utilize radio communications.

0026A determination is made in step <b>325</b> regarding whether the dispatcher has prematurely lost communication with the caller. Such a determination may be made, in one embodiment, if the IPPE determines that the call terminated prematurely based on a disconnect cause, the IPPE dials the caller and attempts to reconnect the caller to the virtual talk group that has been established for the event. In another example embodiment, the dispatcher is able to provide an indication to the IPPE that the call has been terminated prematurely, and requests that the IPPE reconnect the caller to the virtual talk group for the specific event. If the determination is that communication has not been prematurely lost, e.g., that the connection to the caller has not been terminated before the dispatcher believes there has been a successful resolution to the call, the caller, the potential responders, and the dispatcher communicate as appropriate within the virtual talk group in step <b>329</b>. That is, the caller may provide information regarding the event unfolding at his location substantially directly to the dispatcher and the potential responders. Process flow then returns to step <b>325</b> and the determination of whether the dispatcher and the potential responders have prematurely lost a connection with the caller.

0027If it is determined that the dispatcher and the potential responders have prematurely lost communication with the caller, process flow proceeds to step <b>331</b> in which the IPPE deactivates the virtual talk group. Then, in step <b>333</b>, the IPPE places an outbound call to the caller. In one embodiment, the IPPE is able to call or otherwise access the caller to re-establish a connection using information such as the caller ID of the caller that was determined in step <b>309</b>. As previously mentioned, the location information and the caller ID may be stored in a database, although it should be appreciated that the IPPE may instead capture the caller ID of the caller and use that to re-establish a connection with the caller. Once the IPPE places an outbound call to the caller and reconnects with the caller, the IPPE reactivates the virtual talk group in step <b>337</b>. Process flow then returns to step <b>329</b> in which the caller, the potential responders, and the dispatcher communicate as appropriate within the virtual talk group.

0028With reference to <figref idref="DRAWINGS">FIG. 4</figref>, the steps associated with one method of notifying potential responders of an E911 call to which they may respond, e.g., step <b>317</b> of <figref idref="DRAWINGS">FIG. 3</figref>, will be described in accordance with an embodiment of the present invention. A process <b>317</b> of notifying potential responders begins at step <b>405</b> in which an IPPE, e.g., IPPE <b>124</b> of <figref idref="DRAWINGS">FIG. 1A</figref>, determines the channel or multicast address associated with each potential responder. The channel or multicast address is generally a dedicated channel or multicast address at which a potential responder has reserved to receive E911 transmissions. It should be appreciated that each potential responder may reserve a different channel or multicast for use in receiving E911 transmissions. Typically, the IPPE has access to a list of channels or multicast addresses used by each potential responder.

0029Once the IPPE determines the channel or multicast address associated with each potential responder, the IPPE sends a signal to each potential responder on the appropriate associated channel or multicast address in step <b>409</b>. In one embodiment, the signal may be an alert such as a blinking indicator that indicates to a potential responder that there is an E911 call to which the potential responder is invited to join. That is, the IPPE sends an indication to potential responders that responder for an emergency call is requested.

0030After the IPPE sends a signal to each potential responder, the IPPE detects in step <b>413</b> when the potential responders each acknowledge the signal. When the IPPE detects that a potential responder has acknowledged the signal, i.e., has indicated an intent to effectively join the E911 call, the IPPE may add the potential responder to a virtual talk group that includes the dispatcher and the E911 caller. The process of notifying potential responders is completed once the potential responders acknowledge an alert to effectively join an E911 call.

0031Referring next to <figref idref="DRAWINGS">FIG. 5</figref>, one process of becoming a part of a virtual talk group associated with an E911 call from the point-of-view of a responder will be described in accordance with an embodiment of the present invention. A process <b>501</b> of becoming a part of a virtual talk group associated with an E911 call begins at step <b>505</b> in which a potential responder receives an alert that an E911 or response team is requested. In one embodiment, the alert may effectively be an invitation to join E911 communications as part of a virtual talk group. An alert may be indicated, for example, as a blinking indicator on a push-to-talk management client associated with a response team. In another example embodiment, the IPPE may play an alert tone to the potential responders to alert them to the unfolding event.

0032After an alert is received, a potential responder may acknowledge the alert in step <b>509</b>. Once the potential responder acknowledges the alert, the potential responder joins an appropriate virtual talk group in step <b>511</b>, and the process of becoming a part of a virtual talk group associated with an E911 call is completed.

0033With reference to <figref idref="DRAWINGS">FIG. 6</figref>, an IPICS server that includes an IPPE will be described in accordance with an embodiment of the present invention. An IPICS server <b>610</b> is arranged to communicate with a clients or push-to-talk management center <b>612</b> to alert IPICS server <b>612</b> of E911 calls and to include client <b>612</b> in appropriate virtual talk groups. Communications between IPICS server <b>610</b> and client <b>612</b>, as well as between IPICS server <b>610</b> and an E911 caller <b>604</b>, may occur through a port arrangement <b>668</b>.

0034An IPPE <b>624</b> of IPICS server <b>610</b> includes GPS receiving device <b>616</b> that allows IPICS server <b>610</b> to locate client <b>612</b>. Specifically, a GPS transmitter <b>658</b> of client <b>612</b> may transmit location information associated with client <b>612</b> that is received on GPS receiving device <b>616</b>. Using the transmitted location information, IPPE <b>624</b> may determine whether client <b>612</b> is suitable as a potential responder to E911 caller <b>604</b>.

0035IPPE <b>624</b> also includes a virtual talk group creator <b>620</b> that is configured to create a virtual talk group that includes client <b>612</b>, E911 caller <b>604</b>, and a dispatcher <b>608</b> associated with IPICS server <b>610</b>, if client <b>612</b> is a suitable potential responder to E911 caller <b>604</b>. Virtual talk group creator <b>620</b> includes a radio connector <b>654</b> that allows the radios or communications devices of dispatcher <b>608</b>, E911 caller <b>604</b>, and client <b>612</b> to communicate. As previously mentioned, the communication device used by E911 caller <b>604</b> is typically a phone. In the embodiment as shown, radio connector <b>654</b> includes a stereo controller <b>662</b> that is arranged to vary the audio signals received by client <b>612</b>. By way of example, when IPPE <b>624</b> detects that client <b>612</b> has accepted an invitation to join a virtual talk group, stereo controller <b>662</b> may place signals transmitted within the VTG on a relatively low priority channel of client <b>612</b>. Stereo controller <b>662</b> may be arranged to place audio from a caller to E911 in a right ear, as is often associated with important communication, a left ear, or both ears. That is, stereo controller <b>662</b> may place audio into different ears as appropriate within an overall system to indicate that the audio is associated with an E911 call.

0036Although only a few embodiments of the present invention have been described, it should be understood that the present invention may be embodied in many other specific forms without departing from the spirit or the scope of the present invention. By way of example, any number of potential responders may generally be included in a virtual talk group. However, the number of potential responders may be limited by an IPPE such that when a predetermined number of potential responders respond to alerts or invitations to join a virtual talk group, other potential responders may be prevented from joining the virtual talk group. Alternatively, as soon as a predetermined number of potential responders indicate that they are taking ownership of an unfolding event, other potential responders may be allowed to listen in on communications in a virtual talk group, but at a lower priority. For instance, potential responders who take ownership of an unfolding event may hear conversations involving a virtual talk group on a right speaker of a push-to-talk management client, while potential responders who do not have ownership of the unfolding event may hear the conversations on a left speaker.

0037While it has been described that a virtual talk group includes potential responders who are within a vicinity of a requestor or E911 caller, it should be appreciated that a virtual talk group may include potential responders that are not within a predefined vicinity of the requestor. That is, substantially any responder who is accessible to an IPPE may be considered to be a potential responder. In one embodiment, the IPPE of a system may effectively create a virtual talk group that includes substantially all ERTs and/or LPTs that are associated with the system.

0038The steps associated with the methods of the present invention may vary widely. Steps may be added, removed, altered, combined, and reordered without departing from the spirit of the scope of the present invention. For instance, a dispatcher may deactivate a virtual talk group if it is determined that an appropriate responder has responded to an E911 call, or if a request associated with an E911 call has been otherwise accommodated. A dispatcher may also determine a type of response required by the request before identifying potential responders. Therefore, the present examples are to be considered as illustrative and not restrictive, and the invention is not to be limited to the details given herein, but may be modified within the scope of the appended claims.