Source: https://patents.google.com/patent/US20040146047?oq=7253017
Timestamp: 2018-06-22 04:39:02
Document Index: 749742470

Matched Legal Cases: ['arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462', 'arty 462']

US20040146047A1 - Computer telephony integration (CTI) systems and methods for enhancing school safety - Google Patents
US20040146047A1
US20040146047A1 US10351684 US35168403A US2004146047A1 US 20040146047 A1 US20040146047 A1 US 20040146047A1 US 10351684 US10351684 US 10351684 US 35168403 A US35168403 A US 35168403A US 2004146047 A1 US2004146047 A1 US 2004146047A1
US8149823B2 (en )
This application relates to applicants' co-pending U.S. patent application Ser. No. 10/335,113 entitled “Computer Telephony Integration (CTI) Complete Customer Contact Center,” (Attorney Docket 02-BS059/BS02529) filed Dec. 31, 2002, and of which the “Brief Summary of the Invention” and “Detailed Description of the Invention” sections are incorporated herein by this reference.
[0019]FIG. 1 is a block diagram showing of an exemplary dynamic campus call center application operating in an agent station according to an embodiment of this invention;
[0020]FIG. 2 is a schematic of an exemplary layout of a school/campus;
[0021]FIG. 3 is a schematic of the school/campus of FIG. 2 and further illustrates communications zones;
[0022]FIG. 4 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes means for determining a status of a designated party and communicating with the designated party over a telephone and/or an intercom station according to an embodiment of this invention;
[0023]FIG. 5 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes means for determining a status of a designated party and communicating with the designated party over a personal computer and/or an intercom station according to another embodiment of this invention;
[0024]FIG. 6 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes a variety of communications devices for communicating a communication according to another embodiment of this invention;
[0025]FIG. 7 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes a plurality of intercom stations for determining a status and communicating with a plurality of designated parties according to another embodiment of this invention;
[0026]FIG. 8 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes a staff member (and/or student or guest) utilizing an intercom station for determining a status and communicating an internal communication with a designated party according to another embodiment of this invention;
[0027]FIG. 9 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes means for determining a status of several designated parties, each party having an on-site paging device according to another embodiment of this invention;
[0028]FIG. 10 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes means for determining a status of a designated party and communicating with the designated party through an internal communications interface or a data network gateway to a wireless communications device according to another embodiment of this invention;
[0029]FIG. 11 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes means for determining a status of a designated party and communicating with the designated party through an internal communications interface or a telecommunications network to a wireless communications device according to another embodiment of this invention;
[0030]FIG. 12 is a schematic showing an exemplary operating environment for a DCTIC call center system that includes means for determining a status of a designated party and communicating with the designated party through an internal communications interface or a telecommunications network to alternate wireless communications device according to another embodiment of this invention;
[0031]FIG. 13 is a schematic showing another exemplary operating environment with telecommunications and data networks for a DCTIC call center system that includes means for determining a status of a designated party and communicating with the designated party through an internal communications interface or a telecommunications network to another alternate wireless communications device according to an embodiment of this invention;
[0032]FIG. 14 is a schematic showing another exemplary operating environment of a DCTIC call center system that includes an interface with a campus safety/security system communicating with the designated party according to an embodiment of this invention;
[0033]FIG. 15 is a schematic of an exemplary operating environment of a DCTIC call center system interfacing with a telecommunications network to according to another embodiment of this invention; and
Referring now to the figures, FIG. 1 is a block diagram showing a Dynamic Campus Call Center (DCCC) Application 110 residing in an agent workstation station 100. The DCCC Application 110 operates within a system memory device. The DCCC Application 110, for example, is shown residing in a memory subsystem 12. The DCCC Application 110, however, could also reside in flash memory 14 and/or in a peripheral storage device, such as storage device 40 associated with a DCCC DataServer Application (“App”) 42. The agent station 100 also has one or more central processors 20 executing an operating system. The operating system, as is well known, has a set of instructions that control the internal functions of the agent station 100. A system bus 22 communicates signals, such as data signals, control signals, and address signals, between the central processors 20 and a system controller 24 (typically called a “Northbridge”). The system controller 24 provides a bridging function between the one or more central processors 20, a graphics subsystem 26, the memory subsystem 12, and a PCI (Peripheral Controller Interface) bus 28. The PCI bus 28 is controlled by a Peripheral Bus Controller 30. The Peripheral Bus Controller 30 (typically called a “Southbridge”) is an integrated circuit that serves as an input/output hub for various peripheral ports. These peripheral ports could include, for example, a keyboard port 32, a mouse port 34, a serial port 36 and/or a parallel port 38. Additionally, these peripheral ports would allow the agent station to communicate with a variety of communications devices through ports 54 (such as SCSI or Ethernet), Wireless Transceiver 52 (using the family of IEEE 802.11 Wireless standards, the Industrial and Scientific portion of the electromagnetic spectrum, and/or the Infrared portion of that same spectrum), and Wired Comm Device Port 50 (such as modem V90+ and compact flash slots). The Peripheral Bus Controller 30 could also include an audio subsystem 35. Additionally, the agent station may include a network server 44 operating with a network browser 46. The DCCC DataServer Application 42, the network server 44, and the network browser 46 may be stand alone or integrated components. Still further, the agent station 100 may include a power source 60, such as a rechargeable battery to provide power and allow the agent station 100 to be portable. The power source 60 may additionally or alternatively include an alternating current (AC) power source or power converter.
The preferred operating system is the UNIX® operating system (UNIX® is a registered trademark of the Open Source Group, www.opensource.org). Other UNIX-based operating systems, however, are also suitable, such as LINUX® or a RED HAT® LINUX-based system (LINUX® is a registered trademark of Linus Torvalds, and RED HAT® is a registered trademark of Red Hat, Inc., Research Triangle Park, North Carolina, 1-888-733-4281, www.redhat.com). Other operating systems, however, are also suitable. Such other operating systems would include a WINDOWS-based operating system (WINDOWS® is a registered trademark of Microsoft Corporation, One Microsoft Way, Redmond Wash. 98052-6399, 425.882.8080, www.Microsoft.com). and Mac® OS (Mac® is a registered trademark of Apple Computer, Inc., 1 Infinite Loop, Cupertino, Calif. 95014, 408.996.1010, www.apple.com).
[0045]FIG. 2 is a schematic showing an exemplary layout of the facilities of a school (also referred to as a “campus”) 200. The school 200 includes at least one classroom 210, administrative offices and meeting rooms 220, a medical safety center 225, a library and information resource center 230, an auditorium 240, a cafeteria 245, at least one stairway 250, a main parking lot 260, an athletic event and overflow parking lot 270, a athletic field 275, a gym 280, and a stadium 285. As shown in FIG. 3, the school 200 has multiple communication zones 300 for the transmitting and receiving communications signals from a wireless communications device. As illustrated in FIGS. 4-15, each of these communications zones 300 may allow a wireless communications device (such as on-site pager 902 shown in FIG. 9) to transceive signals to one or more antennas/transceivers (such as antenna 450 shown in FIGS. 4-15).
[0046]FIG. 4 is a schematic showing an exemplary operating environment for a DCTIC call center (DCCC) 400. The DCCC 400 includes a mobile telephone 402, a telecommunications network 404, a switch 406, a call management system 408, at least one telephone/voice workstation 410, at least one modem 412, at least one agent station 100, a DCTIC call center application 110, a wide area network 414, at least one file server 416, a firewall 418, an emergency control management system (such as 911 control and command centers) 420 including at least one operator telephone/voice workstation 422, at least one operator workstation 424, and a local area network 426, a data network 430, a remote personal computer 435, a communications interface 440, an antenna 450, a school 200, an intercom station 460, a designated party 462, an affiliated telephone 464, and a personal identifier transmitter device (also referred to as “personal identifier device”) 466. The intercom station 460 is similar to traditional intercom systems; however, intercom station 460 may further include an audio subsystem (not shown) for broadcasting and receiving audio messages, a video subsystem (not shown), typically a liquid crystal display (LCD), for displaying images, a keyboard and/or mouse for inputting and/or otherwise selecting commands and/or data including safety/security commands that work with a campus safety/security system (e.g., interface with various campus communication devices (including intercoms), turn on audio/visual recorders proximate to the intercom station 460 to record events, dial 911, activate an audible alarm, contact local law enforcement, contact local medical personnel, etc.), and an internal transceiver (not shown) for receiving signals from personal identifier transmitter 466 and for sending signals to either the antenna 450 or to the communications interface 440 so that the designated party 462 can be located within the school 200. Methods and systems of using a transmitter and signaling to determine a proximate location of the transmitter (e.g., global positioning systems, fingerprinting techniques for cell phones, etc.) are known and will not be further described.
[0052]FIG. 6 illustrates a DCTIC call center (DCCC) 600 similar to the DCCC 500 disclosed in FIG. 5. FIG. 6 further includes a POTS phone 602 and a personal digital assistant 604 to illustrate that the individual may use other wired and wireless communications devices to gain access to the school's call management system 408 through telecommunications network 404.
[0053]FIG. 7 illustrates a DCTIC call center (DCCC) 700 similar to the DCCC 500 disclosed in FIG. 5. However, FIG. 7 further includes a plurality of intercom stations 460 and a plurality of designated parties 462. According to this embodiment, the agent (or a router of the automated answering system) receives the communication and any associated data at his/her station 100, interacts with the individual and/or the communications profile (including group dissemination instructions) to identify multiple designated parties 462, determines the status of each of the designated parties 462 (when the status feature is activated), associates each status with one or more communications profiles to select a nearby intercom station 460 for each designated party 462, and provides the communication and/or associated data to each intercom station 460 for each designated party 462 to access. The intercom stations 460 are connected and associated so that the communication and responses to the communication are shared with the group of designated parties 462. Accordingly, this group messaging and conferencing feature determines the status of each designated party 462 in a group and simultaneously provides the communications and responses from each available communications device to the group. While not shown, each designated party 462 of the group could be accessed through alternate available communications devices (such as telephone 460 shown in FIG. 4, personal computer 502 shown in FIG. 5, pager 1010, personal digital assistant (PDA) 1012, interactive pager 1014, and mobile phone 1016 shown in FIG. 10, MP3 1202, digital signal processor 1204, modem 1206, and GPS 1208 shown in FIG. 12, and interactive television 1308 shown in FIG. 13). As discussed above, the communications interface 440 ensures that the communication and/or associated data are formatted and/or otherwise configured for each communications device.
[0054]FIG. 8 illustrates a DCTIC call center 800 similar to the DCCC 700 of FIG. 7. However, according to the embodiment in FIG. 8, a staff member 802 (and/or a student and/or a guest) initiates the communication to the call center through intercom station 460. The agent (or automated answering system) receives the communication and any associated data at his/her station 100, interacts with the staff member 802 to identify designated party 462, determines the status of the designated party 462 (when status is activated), associates the status with the communications profile to select a nearby intercom station 460 (when status is activated), and provides the communication and/or associated data to the intercom station 460 for communications with the designated party 462. This embodiment illustrates the advantage of being able to internally use the DCCC 800 for staff (and/or students and/or guests) to more easily locate and communicate with highly mobile on-site staff (e.g., security guards, principal, etc.).
[0055]FIG. 9 illustrates a DCTIC call center (DCCC) 900 similar to the DCCC 700 disclosed in FIG. 7. However, FIG. 9 includes interactive, on-site messaging pagers 902 assigned to each designated party (not shown). According to this embodiment, the agent receives the communication and any associated data at his/her station 100, interacts with the individual, determines the status of each designated party, associates the communications profile to select the pager 902, and provides the communication and/or associated data to the pager 902 for each designated party 462 to access. Since the interactive pagers 902 allow each designated party to respond to the communication and/or data, this response can be shared with the other pagers 902 in the group.
[0056]FIGS. 10 and 11 illustrate a DCTIC call center (DCCC) 1000 similar to the DCCC 400 disclosed in FIG. 4. However, DCCC 1000 further includes a gateway 1002, a pager 1010, a PDA 1012, an on-site, interactive pager 1014, and a mobile phone 1016. According to this embodiment, the agent receives the communication and any associated data at his/her station 100, interacts with the individual to identify the designated party 462, determines the status of the designated party 462 (when status is activated), associates the status with the communications profile to select one or more of the communications devices (including the intercom station 460, the pager 1010, the PDA 1012, the on-site, interactive pager 1014, and the mobile phone 1016) to communicate with, and provides the communication and/or associated data to the selected communications devices. As discussed above, the communications interface 440 ensures that the communication, associated data, and/or responses are formatted and/or otherwise configured for each of the selected communications devices. Alternatively, the communication and/or associated data may be routed through firewall 418 to the data network 430 and the gateway 1002 to each of the selected communications devices. An advantage of using the gateway 1002 is that the gateway 1002 may be provided by a manufacturer of the selected communications device for specialized formatting and/or other configuration of the communication and/or associated data for presentation by the selected communications device, such as formatting a picture for display by the liquid crystal display (LCD) screen of the PDA 1012. Still further, as shown in FIG. 11, the communication, associated data, and/or responses of a DCTIC call center 1100 are routed through the telecommunications network 404 (including the public switched telephone network (PSTN) and mobile switched telephone network (MTSO)). An advantage of using the telecommunications network 404 is to leverage the assets of other affiliated data, up-to-date formatting and configuration programs (including sharing the costs of these systems with other customers of the telecommunications network), and increased range of accessing off-site staff (e.g., when a staff member is not located at the school 200, the transmitter 466 and/or alternate communications devices, such as the mobile phone 1018, could provide the means to determine the location, and consequently the status, of the designated party).
[0057]FIGS. 12 and 13 illustrate a DCTIC call center (DCCC) 1200 similar to the DCCC 400 disclosed in FIG. 4. However, DCCC 1200 further includes a MP3 1202, a digital signal processor 1204, a modem 1206, and a global positioning system (GPS) 1208. According to this embodiment, the agent receives the communication and any associated data at his/her station 100, interacts with the individual to identify the designated party 462, determines the status of the designated party 462 (when status is activated), associates the status with the communications profile to select one or more of the communications devices (including the intercom station 460, the MP3 1202, the digital signal processor 1204, the modem 1206, and the GPS 1208) to communicate with, and provides the communication and/or associated data to selected communications devices. As discussed above, the communications interface 440 and/or the telecommunications network 404 ensures that the communication, associated data, and/or responses are formatted and/or otherwise configured for each of the selected communications devices. Alternatively, the communication, associated data, and/or responses of a DCTIC call center 1200 may be routed through firewall 418 to the data network 430 and a gateway (not shown) to each of the selected communications devices. Still further, according to the embodiment depicted in FIG. 13, a DCTIC call center 1300 includes an interactive television 1308 for communicating the communication, associated data, and/or responses.
[0059]FIG. 14 is a schematic showing an exemplary operating environment for a DCTIC call center (DCCC) 1400 that further includes an interface with a campus safety/security system 1410. The DCCC 1400 has many of the components of FIG. 4 including the telecommunications network 404, the switch 406, the call management system 408, at least one telephone/voice workstation 410, at least one modem 412, at least one agent station 100, the DCTIC call center application 110, the wide area network 414, at least one file server 416, the firewall 418, the emergency control management system (such as 911 control and command centers) 420 including at least one operator telephone/voice workstation 422, at least one operator workstation 424, and the local area network 426, the data network 430, the communications interface 440, the antenna 450, the school 200, the intercom station 460, the designated party 462, the affiliated telephone 464, and the personal identifier transmitter device 466. However, DCCC 1400 further includes a guest 1402 (and/or a student and/or staff), a personal identifier device 1404, a registered communications (“Comm”) device 1406 (a communications device, such as a cellular phone, privately-owned by the guest), and the campus security/safety system 1410. The campus safety/security system 1410 provides safety and security services over the intercom 460 (e.g., enables the guest to activate and audio and/or visual recorder proximate to the intercom 460 to record audio and/or visual information, notifies local law enforcement, medical personnel, and/or other emergency response personnel, allows the guest to send a communication within the school's communication system, etc.). The campus safety/security system 1410 further allows the guest 1402 to register with the contact center and create a registration profile similar to the communications profile discussed above. Typically, the registration profile includes information such as a name of the guest 1402, contact information, one or more registered communications devices 1406, personal identifier device 1404 associated with guest 1402, and/or schedule information. The registration profile and/or the communications profile may be used to route a communication to and/or determine a status of the registered communications device 1406 with the school call management system so that communications and associated data can be communicated to the registered communications device 1406. This invention allows the guest 1402 to use the campus safety/security system 1410 to register for DCCC services by providing a list of communications devices affiliated with a guest (so that the DCCC application can format and/or otherwise configure incoming communications and/or associated data for the communications device), routing addresses of the registered communications device 1406 such as radio frequency identifiers, service node addresses (e.g., telephone numbers), IP addresses, email addresses, and/or other electronic address information, and times, dates, and/or other schedules for availability of each registered communications device 1406 (e.g., Type of communications device: cellular phone, Address: 504-596-3807, When Available to Answer Phone: 9AM-5PM). Once the guest provides a registered communications device 1406 (such as telephone pager 1010, personal digital assistant (PDA) 1012, interactive pager 1014, and mobile phone 1016 shown in FIG. 10 and MP3 1102, digital signal processor 1104, modem 1106, and GPS 1108 shown in FIG. 11), the DCCC 1400 can communicate communications (and associated data) through communications interface 440 similar to the above embodiments. Alternatively, the guest 1402 may participate in the DCCC 1400 by using a personal identifier device 1404 that transmits signals either to the nearby intercom station 460 or to the transmitter 245. Once the guest elects to participate using the personal identifier device 1404, the DCCC application 110 associates the guest 1402 (including the communications profile and information associated with the guest and stored in the campus safety/security system 1410) with the transmitted signals that are used to locate the guest 1402 and provide availability data and/or location data of the guest 1402. Similar to the availability data and/or location data of the designated party 462, the availability data and/or location data of the guest 1402 are used to determine the status of the guest 1402. In addition, the personal identifier device 1404 may further include an ON/OFF switch that enables or disables the personal identifier device 1404 from transmitting signals. For example, if the guest 1402 turned the switch OFF, then personal identifier device 1404 would not transmit signals and the guest 1402 could not be located by the personal identifier device 1404.
[0060]FIG. 15 illustrates a DCTIC call center (DCCC) 1500 similar to DCCC 400; however, DCCC 1500 leverages the assets of a telecommunications network provided by PSTN 1510. The PSTN 1510 includes a service switching point (SSP) 1512, a service control point (SCP) 1514, and a DCCC Rule-Based Application DataServer 1516 including a database 1518 of at least one communications profile 1520. The DCCC Rule-Based Application DataServer 1516 functions similar to the DCCC DataServer Application 42 described above; however, the DataServer 1516 is provided by a local telecommunications provider and leverage the assets of the provider's network including off-site data storage and high-speed data transmission capabilities. Typically, the agent uses the station 100 and DCCC application 110 to gain access to the PSTN 1510 to use the DCCC Rule-Based Application DataServer 1516. The switch 406 allows a connected station 100 to communicate the communications and/or associated data including a request for remote and/or linked data associated with the communications profile 1520 via the PSTN 1510 to a telecommunications facility, such as, for example, a central office (CO), a mobile telephone switching office (MTSO), and/or a combination CO/MTSO. The PSTN 1510 may use any means of coupling the switch 406, but the coupling means is preferably high-capacity, high-bandwidth optical transport services, Gigabit Ethernet services, and/or the like. As those of ordinary skill in the art of telecommunications understand, the PSTN 1510 could also link each switch 406 via other appropriate means, such as, for example a Synchronous Optical Network (SONET) structure with redundant, multiple rings.
at least one input/output processor to input and to output data associated with a communication;
a memory device for storing the data associated with the communication;
a processor communicating with the memory device, the processor managing a communications profile associated with at least one of the communication and the data, the communications profile providing at least one of (1) calling number source data associated with the communication, (2) location data associated with the communication, (3) communication recording data services, (4) dissemination instructions for at least one of the communication and the data to a communications device of a designated party, (5) data associated with the designated party, (6) data associated with a school call center, and (7) data associated with a communications device; and
a school call center application for managing the communications profile.
a dataserver for storing and retrieving at least one communications profile, the at least one communications profile comprising the data associated with the communication.
at least one communications interface for communicating with the communications device associated with the designated party, the designated party comprising at least one of a staff member, a student, a guest associated with the school call center, and an emergency response party.
status means for communicating a status of the communications device associated with the designated party, the status comprising at least one of availability data of the designated party, location data of the designated party, availability data of the communications device, location data of the communications device, messaging delivery capability data of the communications device, and messaging delivery confirmation data with the communications device; and
status processing means for providing routing instructions to the communications interface and for routing at least one of the communication and the data to the communications device.
5. The system of claim 4, wherein the communications profile further comprises data associated with the status.
6. The system of claim 4, the communications profile further comprising messaging delivery means for confirming communication of at least one of the communication and the data associated with the communication with the communications device.
7. The system of claim 4, wherein the communications device is selected from a plurality of communications devices comprising a transmitter, a telephone, an intercom communications device, a personal computer, a wireless communications device, an on-site pager, a mobile phone, a wireless phone, a WAP phone, an IP phone, a satellite phone, a computer, a modem, a pager, a digital music device, a digital recording device, a personal digital assistant, an interactive television, a digital signal processor, and a Global Positioning System device.
8. The system of claim 7, wherein the communications device transmits signals to determine the location data of the communications device.
9. The system of claim 7, wherein the communications device is associated with a registration profile, the registration profile providing at least one of a name of an entity financially responsible for communications by the communications device and an address associated with the communications device.
a personal identifier device communicating with the school call center, the personal identifier device associated with the designated party and communicating at least one of availability data of the designated party and location data of the designated party.
11. The system of claim 3, wherein the communications interface comprises a gateway to a data network.
receiving a communication to a school call center, the school call center connecting at least one agent station with at least one telephone line;
associating a communications profile with the communication, the communications profile comprising at least one of (1) calling number source data associated with the communication, (2) location data associated with the communication, (3) communication recording data services, (4) dissemination instructions for at least one of the communication and the data to a communications device of a designated party, the designated party comprising at least one of a staff member, a student, a guest associated with the school call center, (5) data associated with the designated party, (6) data associated with the school call center, and (7) data associated with the communications device;
using the communications profile to initiate at least one of the following (1) communication recording to preserve a portion of the communication from initial receipt to termination, (2) matching the calling number source data with the location data to determine a precise location of an originating communications device communicating the communication, (3) overriding all privacy features activated through the originating communications device, (4) near real-time notification of at least one of the communication and the data to the designated party, and (5) accessing a communications network to communicate at least one of the communication and the data, the communications network comprising at least one of a school's communications network, a telecommunications network, and a data network; and
communicating at least one of the communication and the data to the communications device of the designated party.
accessing a communications system of the school call center to determine a status, the status comprising at least one of (1) availability of the designated party, (2) location of the designated party, (3) availability of the communications device, (4) location of the communications device, (5) messaging delivery capability of the communications device, and (6) messaging delivery confirmation to the communications device, the designated party comprising at least one of a staff member, a student, a guest associated with the school call center, and an emergency response party.
presenting a message that the communication may be recorded; and
presenting a message that the privacy features of the communication may be deactivated.
using a school call center application for managing the communications profile.
16. The method of claim 15, wherein the step of using the school call center application for managing the communications profile further comprises:
converting at least one of the communication and the data from a first data format compatible with the agent station to a second data format compatible with the communications device.
17. The method of claim 16, wherein the first data format comprises at least one of a printed text format, a voice data format, a video data format, a dual tone multi-frequency data format, and a digital data format and wherein the second data format comprises at least one of a printed text format, a voice data format, a video data format, a dual tone multi-frequency data format, and a digital data format.
18. The method of claim 15, wherein the step of communicating at least one of the communication and the data to the communications device comprises communicating via at least one of the following:
a SmartRing Service; and
19. The method of claim 15, wherein the step of communicating at least one of the communication and the data to the communications device comprises communicating via means for optically transmitting data.
20. The method of claim 15, wherein the step of communicating at least one of the communication and the data to the communications device comprises communicating via means for wirelessly transmitting data.
21. The method of claim 15, wherein the school call center application is provided by a telecommunications facility, the telecommunications facility comprising at least one of a public switched telecommunications network and a mobile switching telecommunication office.
a network of interconnected communications devices associated with a school call center;
a rule-based application dataserver comprising at least one communications profile, the communications profile comprising the means to enable an exchange of at least one of a communication and of associated data between an agent station of the school call center and a communications device of a designated party affiliated with the school call center, the designated party comprising at least one of a staff member, a student, a guest associated with the school call center, and an emergency response party; and
an application program installed in the agent station, the application program allowing an agent to manage the communications profile associated with at least one of (1) calling number source data associated with the communication, (2) location data associated with the communication, (3) communication recording data services, (4) dissemination instructions for at least one of the communication and the data to a communications device of a designated party, the designated party comprising at least one of a staff member, a student, a guest associated with the school call center, (5) data associated with the designated party, (6) data associated with the school call center, and (7) data associated with the communications device.
23. The system of claim 22, wherein the rule-based application dataserver is provided by a telecommunications service provider.
receiving a communication to a school call management system from a communications device registered with a campus safety/security system, the school call management system connecting at least one agent station with at least one telephone line;
using inputs to the campus safety/security system to initiate at least one of the following (1) communication recording to preserve a portion of the communication from initial receipt to termination, (2) matching the calling number source data with the location data to determine a precise location of an originating communications device communicating the communication, (3) overriding all privacy features activated through the originating communications device, (4) near real-time notification of at least one of the communication and the data to the designated party, and (5) accessing a communications network to communicate at least one of the communication and the data, the communications network comprising at least one of a school's communications network, a telecommunications network, and a data network;
associating the inputs to the campus safety/security system with the communication to provide a communications profile, the communications profile comprising at least one of (1) calling number source data associated with the communication, (2) location data associated with the communication, (3) communication recording data services, (4) dissemination instructions for at least one of the communication and the data to a communications device of a designated party, the designated party comprising at least one of a staff member, a student, a guest associated with the school call center, (5) data associated with the designated party, (6) data associated with the school call center, and (7) data associated with the communications device; and
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