Abstract:
Call processing system and method for mobile users. The processing system identifies call urgency by categorizing incoming emergency data calls, and prioritizes the data calls accordingly. The emergency call processing method comprises submitting a data call to an emergency call center, placing the data call in a queuing system according to the priority level of the emergency, and waiting for an available processing unit to call back and address the emergency. During the waiting period, the emergency call center solicits information associated with the emergency, and user equipment returns the requested information automatically. The present invention improves efficiency of the emergency call center, ensuring that the most urgent emergency is served first. Additionally, the present invention conserves battery power of user equipment by collecting relevant information beforehand using data messages.

Description:
BACKGROUND OF THE INVENTION  
       [0001]     1. Field of the Invention  
         [0002]     The present invention relates to a call processing system, and more specifically, to a call processing system for mobile users.  
         [0003]     2. Description of the Related Art  
         [0004]     Emergency call users can experience long waiting times before connecting to the operator, due to large volume, as much as several hours. Currently, emergency calls are handled by a one-phase emergency call model, wherein each caller employs a complete voice channel to the operator once the emergency call is connected. The operator maintains the communication with the caller until the emergency issue is resolved. Emergency calls are not guaranteed to be served in a First-in-first-out (FIFO) order if they are not placed in the queue successfully. If the caller uses a mobile phone to call the emergency call processing center, the long waiting time can consume battery energy and the battery may become exhausted before connection.  
         [0005]      FIG. 1  is a diagram illustrating a basic queue model. V arrival  represents the arrival rate of requests (or calls), and V processing  the speed of the processing unit  14 . When V arrival  exceeds V processing , arrival requests are placed wait in a waiting buffer  12 . As shown in  FIG. 1 , the waiting buffer  12  stores N queued arrival requests. Some arrival requests are rejected from admission to the waiting buffer  12  if there are more than N admission requests at the same time. The wait sequence is guaranteed only if the arrival request is admitted to the waiting buffer  12 .  
         [0006]     In current emergency call center design, the processing unit  14  is handled mainly by operators and the waiting buffer  12  is adopted using the traditional Telephone Private Branch telephone Exchanger (PBX) design. In some metropolitan areas, processing speed V processing  is estimated to around 1-3 minutes per call, although the arrival rate of emergency calls V arrival  is estimated from 100 to 1000. In order to handle such large volume, the emergency call center usually provides multiple operators as shown in  FIG. 2  to speed processing. The example shown in  FIG. 2  illustrates an emergency call center with three processing units (i.e. operators)  24   a ˜ 24   c  handling requests from a waiting buffer  22 . Nonetheless, some emergency call requests still experience a long waiting period even with multiple processing units processing the call requests in parallel. This problem is aggravated for mobile users as the calls may not connect to a local emergency service, but rather to a regional center.  
         [0007]     Apart from serious delays, callers may have difficulty passing all relevant information to the operator in an efficient manner when the call is finally connected. Mobile users suffering medical emergencies are likely to have difficulty reporting exact locations and conditions. There is therefore a need to improve the emergency call system, such that callers can provide accurate information successfully in any urgent situation.  
       SUMMARY OF THE INVENTION  
       [0008]     Accordingly, the object of the present invention is to improve efficiency of an emergency call center.  
         [0009]     Another object of the present invention is to provide categorized prioritization of emergency calls, in order to ensure processing of the most urgent calls first.  
         [0010]     Another object of the present invention is to provide an emergency call processing system particularly for mobile users, consuming a minimum battery power employing data communication measures between the emergency call center and mobile users.  
         [0011]     In order to achieve these objects, the present invention provides an emergency call processing method and system for mobile users using data service. The emergency call processing system comprises user equipment (UE) registered in a wireless communication system and an emergency call center connected to the same wireless communication system. The UE submits an emergency data call to the emergency call enter in an emergency. The emergency call center returns a confirmation message including registration identification (ID) after receiving the emergency data call from the UE. The emergency data call enters a queuing system of the emergency call center, comprising a first waiting buffer, a sorter, prioritized waiting buffers, and at least one processing unit. The waiting buffers operate on a first-in-first-out (FIFO) basis, storing the emergency calls. The sorter receives the emergency calls from the first waiting buffer, categorizing and determining a priority of each emergency data call. The sorter then passes each emergency data call to one of the prioritized waiting buffers according to priority. Each processing unit serves the emergency data calls from the prioritized waiting buffers according to priority. The processing unit is operated by either operator or automatically. The processing unit replies to the corresponding caller to confirm the emergency and begins to resolve the problem.  
         [0012]     The emergency data call originating with the UE comprises caller phone number, emergency message, location, and personal information. The message can utilizes voice, image, text, or combinations thereof.  
         [0013]     The UE changes to automatic hand-shaking mode after receiving the confirmation message from the emergency call center, such that the UE is able to return the alert message from the emergency call center automatically. The alert message requests relevant information such as location, current conditions, or identifying location images. The UE returns the requested information with the registration ID assigned by the emergency to speed processing. The emergency call center uses an interleaving approach to periodically communicate with the UE, thus collecting relevant information beforehand. For more accurate positioning, the emergency call center updates the location information periodically. Data communication requesting and passing relevant information between the center and the UE can be implemented simply by a short message system (SMS) or other data services. The UE end uses client software for integration into the automatic hand-shaking process. 
     
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0014]     The present invention can be more fully understood by reading the subsequent detailed description in conjunction with the examples and references made to the accompanying drawings, wherein:  
         [0015]      FIG. 1  illustrates a basic queuing model for incoming calls.  
         [0016]      FIG. 2  illustrates a queuing model with three processing units to speed processing.  
         [0017]      FIG. 3  illustrates a queuing model for the present invention.  
         [0018]      FIG. 4   a  illustrates message flow between user equipment and an emergency call center of the two-phase emergency call model according to the first embodiment of the present invention.  
         [0019]      FIG. 4   b  shows an example of the emergency data call composition.  
         [0020]      FIG. 5   a  illustrates message flow between user equipment and an emergency call center of a multi-phase emergency call model according to the second embodiment of the present invention.  
         [0021]      FIG. 5   b  shows another example of the emergency data call composition.  
         [0022]      FIG. 5   c  shows an example of the confirmation message composition. 
     
    
     DETAILED DESCRIPTION OF THE INVENTION  
       [0023]     The present invention proposes a method and system thereof utilizing data service to improve efficiency of an emergency call processing system. In the present invention, data communication is employed with voice communication in the emergency call processing system rather than relying on voice only. By transmitting data through a data service such as short message service (SMS), long waiting problems are alleviated. Data service including crucial information can be filtered from the voice calls, and handled in a multi-phase emergency call model, explained later. Compared to the one-phase emergency call model implemented currently, the multi-phase emergency call model reduces major traffic and helps to alleviate the voice-based emergency call waiting issue.  
         [0024]     In the conventional emergency call processing system, operators must verbally solicit information regarding callers&#39; situation, and then dispatch appropriate emergency assistance. The inventive approach using automatic categorization of emergency requirements, provides operators with beforehand knowledge of conditions before calling back to confirm user needs. Since some emergency calls may be life threatening, while others less urgent, it is critical to prioritize calls appropriately.  
         [0025]      FIG. 3  illustrates an example of the queuing system  30  implemented in the present invention. The queuing system  30  provides categorized prioritization of emergency calls. As shown in  FIG. 3 , emergency calls are first stored in a waiting buffer  32  in a First-in-first-out (FIFO) manner, and a sorter  34  acquires the emergency calls therefrom. The sorter  34  is a computer-based processing unit capable of discrimination among various emergency call types. The sorter  34  assigns each emergency call to one of n prioritized waiting buffers  361 ˜ 36   n . As shown in  FIG. 3 , each prioritized waiting buffer stores emergency calls with a dedicated priority level. Buffer  361  stored the highest priority emergency calls,  362  the second-highest, and buffer  36   n  the lowest priority emergency calls. While, for brevity, there are only three processing units  38   a ˜ 38   c  shown in this example, the number thereof is adjustable, and is to be determined based on the emergency call arrival rate (V arrival ) and the average processing speed (V processing ) of the system. Processing units  38   a ˜ 38   c  acquire emergency calls from the prioritized waiting buffers  361 ˜ 36   n  according to priority. The prioritized waiting buffers  361 ˜ 36   n  are FIFO buffers, and the highest priority calls stored in the buffer  361  will be served first. The processing units  38   a ˜ 38   c  can be operated by either operators or automatically. The inventive approach also assumes that all emergency center computer systems are connected and can access calls stored in the buffers. Thus, the emergency call processing system of the present invention improves the efficiency of operators (either human or machines) associated with each emergency center.  
         [0026]     In the present invention, emergency calls are mobile-originating data calls transmitted through data networks rather than voice networks.  FIG. 4   a  illustrates message flow between user equipment (UE)  40  and an emergency call center  42  of the two-phase emergency call model according to the first embodiment of the present invention. UE  40  passes all available information associated with the mobile user and the UE  40  to the emergency call center  42  by sending an emergency data call  44 . The UE  40  can comprise a cellular phone, a personal digital assistant (PDA), or any other communication device.  FIG. 4   b  shows an example of the emergency data call  44  composition. The information carried by the emergency data call  44  can include caller phone number  441 , voice message  442 , image message  443 , location information  444 , and personal information  445 . The emergency data call  44  is sent in a special format providing most information the emergency operator is likely require before dispatch appropriate assistance. Once the emergency data call  44  is transformed from voice to data, it can easily be stored in a secondary memory such as hard disc or tape device, independent from waiting buffer overflow issues.  
         [0027]     The UE  40  does not require holding the phone line to wait for the queuing process unlike conventional emergency call process. Rather, the UE  40  disconnects and waits for the emergency call center  42  to call back, and battery power is thus conserved. The emergency data call  44 , after arrival at the emergency call center  42 , enters a queuing system as previously described with  FIG. 3 . As mentioned, since each emergency data call may have a different level of urgency, emergency call center  42  assigns each data call a different priority and processes the highest priority first. The emergency data call  44  is eventually forwarded to a processing unit, which responds to the UE  40  to confirm and resolve the emergency  46 . The emergency call center  42  acquires information associated with the emergency beforehand, thus reducing the time spent soliciting the relevant information. The two-phase emergency call model shown in  FIG. 4   a  improves the overall response efficiency of the emergency call center  42 .  
         [0028]      FIG. 5   a  illustrates message flow between UE  50  and an emergency call center  52  of a multi-phase emergency call model according to the second embodiment of the present invention. UE  50  sends an emergency data call  54  as the first message for registration. Once call  54  arrives, the emergency call center returns a confirmation message  55  with registration identification (ID) to the UE  50  to confirm that the emergency call is being processed. As shown in  FIG. 5   b , the emergency data call  54  may include caller phone number  541 , voice message  542 , image message  543 , location information  544 , personal information  545 , and other voice and/or text elements  546 . The emergency data call  54  is usually restricted to only a short message for registration, containing only caller phone number and a brief description of the emergency. The emergency call center  52  categorizes and prioritizes the arrival emergency data call  54  as in the first embodiment.  
         [0029]     In the second embodiment, the emergency call center  52  sends a confirmation message  55  to UE  50  to acknowledge the arrival of the emergency data call  54 , normally comprising registration identification (ID)  551  as shown in  FIG. 5   c . Upon receipt of confirmation message  55 , the UE  50  changes to automatic hand-shaking mode. The emergency call center  52  then continues to collect relevant information from the UE  50  automatically, sending an alert message  56  to the UE  50 . Examples of relevant information include current location, physical condition, current location audio/image data, and other information.  
         [0030]     In conventional emergency call processing system, disorientation can present a common problem for callers, and it can take a long time for them to convey their precise location. The location of the mobile user can be obtained by a locating service provided in the communication system, for example, Global Positioning System (GPS). The emergency call center  52  requests current location information using the alert message  56 , and the UE  50  responds with current location automatically.  
         [0031]     Personal information can include personal identification, health history, medical history, or other related information previously stored in the UE  50 . When the user triggers an emergency call, the above information passes to the emergency call center if the scenario is related to medical issues. The emergency call center can use the information to more efficiently assess the caller condition, speeding the rescue procedure.  
         [0032]     The UE  50  may have a camera device associated with it, and, if so, the emergency caller can convey image based information regarding their surroundings. Incoming emergency data calls with image data can be analyzed, with resultant information passed to the operator. For example, a person bitten by a poisonous snake can submit an image of the snake to the emergency call center for identification, enabling emergency response personnel to provide remedy accordingly.  
         [0033]     In the automatic hand-shaking status, the emergency call center  52  uses an interleaving approach to systematically communicate with the UE  50  by sending alert message  56  to request the relevant information  57 . In order to implement the hand-shaking protocol efficiently, the UE  50  must have client software installed, and local emergency service implementation of the system further popularizes such installation as standard.  
         [0034]     Emergency messages incorporating requested relevant information  57  carry a field for registration ID, so the emergency response system, based on recognition of this field, can bypass the waiting procedure.  
         [0035]     Network protocols can distinguish between incoming voice and emergency data calls. Voice calls, generate existing PBX signals to the operator directly, otherwise, the PBX routes the recognized data call into the emergency call processing system described above. The multi-phase emergency call processing model disclosed here can co-operate with conventional emergency call processing models. Further, even when operating in data mode, the UE can still convert voice signal into data format and embed the information into emergency data call contents, as shown in  FIGS. 4   b  and  5   b.    
         [0036]     Battery life of the UE is a key factor in maintaining the emergency call processing protocol of the present invention. In order to maintain enough battery power for later communication, the present invention provides a solution for further battery energy conservation, wherein the UE changes to a special power-saving mode when receiving confirmation from the emergency call center. In this mode, or special Discontinuous Receiving Mode (DRX), the UE will not activate until the DRX timeout, provided by the emergency call center automatically expires.  
         [0037]     Finally, while the invention has been described by way of example and in terms of the above, it is to be understood that the invention is not limited to the disclosed embodiment. On the contrary, it is intended to cover various modifications and similar arrangements as would be apparent to those skilled in the art. Therefore, the scope of the appended claims should be accorded the broadest interpretation so as to encompass all such modifications and similar arrangements.