Patent Description:
Attention is directed to <FIG>, which depicts an example system <NUM> for selecting calls for forwarding to a communication device. The system <NUM> comprises an automated call-answering device <NUM> configured to communicate with a plurality of calling devices <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, respectively operated by callers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>. Specifically the automated call-answering device <NUM> is configured to receive a plurality of calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> from the calling devices <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, for example a respective call <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> from each of the depicted calling devices <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>. As depicted, the calling devices <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> comprise mobile devices, but the calling devices <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> may comprise any suitable communication devices for making a call to the automated call-answering device <NUM> including, but not limited to, the depicted mobile devices, public switched telephone network (PSTN) telephones, laptops, personal computers, and the like. Furthermore, the calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> may occur via any suitable wireless or wired network and may include, but are not limited to, mobile phone calls, PSTN calls, Internet Protocol (IP) calls, calls made using applications, and the like.

As depicted, the system <NUM> further comprises communication devices <NUM>-<NUM>, <NUM>-<NUM> in communication with the automated call-answering device <NUM> via respective communication links. As depicted, the communication devices <NUM>-<NUM>, <NUM>-<NUM> may comprise dispatch terminals to which the automated call-answering device <NUM> forwards at least a portion of the calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>. The communication devices <NUM>-<NUM>, <NUM>-<NUM> are generally operated by human users, for example, as depicted, respective dispatchers <NUM>-<NUM>, <NUM>-<NUM>.

The calling devices <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> are interchangeably referred to hereafter, collectively, as the calling devices <NUM> and, generically, as a calling device <NUM>. The callers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> are interchangeably referred to hereafter, collectively, as the callers <NUM> and, generically, as a caller <NUM>. The calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> are interchangeably referred to hereafter, collectively, as the calls <NUM> and, generically, as a call <NUM>. The communication devices <NUM>-<NUM>, <NUM>-<NUM> are interchangeably referred to hereafter, collectively, as the communication devices <NUM> and, generically, as a communication device <NUM>. The dispatchers <NUM>-<NUM>, <NUM>-<NUM> are interchangeably referred to hereafter, collectively, as the dispatchers <NUM> and, generically, as a dispatcher <NUM>.

While five calling devices <NUM> are depicted in <FIG>, the system <NUM> may comprise any suitable number of calling devices <NUM> and associated callers <NUM>; similarly, while two communication devices <NUM> are depicted in <FIG>, the system <NUM> may comprise any suitable number of communication devices <NUM> and associated dispatchers <NUM> and/or human users.

The automated call-answering device <NUM> may be configured to receive the calls <NUM>, from the calling devices <NUM> and the like, in association with a public safety answering point (PSAP), a <NUM> call center, and the like, and select calls <NUM> for forwarding to one or more of the communication devices <NUM>. For example, a communication device <NUM> may comprise communication device comprise a terminal of the PSAP, and a human user of a communication device <NUM> may comprise a dispatcher <NUM> of the PSAP.

However, while present examples will be described with respect to a PSAP, the automated call-answering device <NUM> may be configured to receive calls <NUM> for any suitable type of call center, dispatch center, and the like.

As depicted, for example, each of the calling devices <NUM> has called a number (e.g. "<NUM>") for the PSAP to report an incident, and in particular the same incident. The automated call-answering device <NUM> automatically receives and/or answers the calls <NUM> thereby causing communication links between the automated call-answering device <NUM> and the calling devices <NUM> to be generated using any suitable combination of wired and/or wireless networks. Communication links between components of the system <NUM> are depicted in <FIG>, and throughout the present specification, as double-ended arrows between respective components; the communication links may include any suitable combination of wireless and/or wired links and/or wireless and/or wired communication networks. Hence, for example, communication links between the automated call-answering device <NUM> and the communication devices <NUM> are generally established and the automated call-answering device <NUM> may forward and/or transfer calls <NUM> from the calling devices <NUM> to the communication devices <NUM> over such communication links, as described below.

As will be described hereafter, the automated call-answering device <NUM> is generally configured to: determine that the calls <NUM> are associated with an incident; assign and ask at least a question associated with the incident on at least two of the calls <NUM>; receive answers to the questions; determine voice attributes of the callers <NUM>; select a call <NUM> to be forwarded to a communication device <NUM>, the call <NUM> selected from a group of the plurality of calls <NUM> where one or more consistent answers were received in response to a given question, the call <NUM> further selected based on voice attributes of callers <NUM> in the group of the plurality of calls; and forward the selected call <NUM>.

The call <NUM> to be forwarded may be further selected based on associated caller attributes. For example, as depicted, the system <NUM> further comprises at least one caller attribute database <NUM> in communication with the automated call-answering device <NUM>. The at least one caller attribute database <NUM> (interchangeably referred to hereafter as the database <NUM>) may comprise any suitable database and/or memory, and the like, where attributes of the callers <NUM> are stored including, but not limited to, an electronic telephone book (e.g. which may be used to determine a name of a caller <NUM> based on a telephone number, and the like, of a calling device <NUM>), police records, medical records, civil records (e.g. records of births, deaths, marriages and the like), social media records (e.g. a database <NUM> may be operated by, and/or associated with, a social media platform), education records, professional records, work history records, and the like.

As depicted, the system <NUM> further comprises at least one dispatcher attribute database <NUM>, and the like, in communication with the automated call-answering device <NUM>. The at least one dispatcher attribute database <NUM> (interchangeably referred to hereafter as the database <NUM>) may comprise any suitable database and/or memory, and the like, where attributes of the dispatchers <NUM> are stored including, but not limited to, background information, training, education, and the like of the dispatchers <NUM>. For example, the database <NUM> may indicate that an attribute of the dispatcher <NUM>-<NUM> is that the dispatcher <NUM>-<NUM> has a background in fire incidents and/or fire emergency services; similarly, the database <NUM> may indicate that an attribute of the dispatcher <NUM>-<NUM> is that the dispatcher <NUM>-<NUM> has a background in medical services. The data stored at the database <NUM> may be used by the automated call-answering device <NUM> to determine a communication device <NUM> to forward calls <NUM>.

Attention is next directed to <FIG> which depicts a schematic block diagram of an example of the automated call-answering device <NUM>. In general, the automated call-answering device <NUM> may comprise one or more servers and/or one or more cloud computing devices, and the like, configured to communicate with the calling devices <NUM> and the communication devices <NUM>. However, the automated call-answering device <NUM> may comprise a computing device such as a personal computer and/or a laptop computer, and the like. In some examples, the automated call-answering device <NUM> may be combined with one or more of the communication devices <NUM>. The automated call-answering device <NUM> may be located at a PSAP, and the like, and/or remote from a PSAP, and the like. Similarly, the automated call-answering device <NUM> may be located at a same facility (e.g. a PSAP) as the communication devices <NUM>, and the like, and/or the automated call-answering device <NUM> and the communication devices <NUM> may be remote from each other; indeed, one or more of the communication devices <NUM> may be remote from a PSAP, and the like.

As depicted, the automated call-answering device <NUM> comprises: a communication unit <NUM>, a processing unit <NUM>, a Random-Access Memory (RAM) <NUM>, one or more wireless transceivers <NUM>, one or more wired and/or wireless input/output (I/O) interfaces <NUM>, a combined modulator/demodulator <NUM>, a code Read Only Memory (ROM) <NUM>, a common data and address bus <NUM>, a controller <NUM>, and a static memory <NUM> storing at least one application <NUM>. Hereafter, the at least one application <NUM> will be interchangeably referred to as the application <NUM>.

While not depicted, the automated call-answering device <NUM> may include one or more of an input device and a display screen and the like, a microphone (e.g. to receive voice commands) such that a user, such as one or more of the dispatchers <NUM>, may interact with the automated call-answering device <NUM>. However, a user, such as one or more of the dispatchers <NUM>, may interact with the automated call-answering device <NUM> via a respective communication device <NUM>.

As shown in <FIG>, the automated call-answering device <NUM> includes the communication unit <NUM> communicatively coupled to the common data and address bus <NUM> of the processing unit <NUM>.

The processing unit <NUM> may include the code Read Only Memory (ROM) <NUM> coupled to the common data and address bus <NUM> for storing data for initializing system components. The processing unit <NUM> may further include the controller <NUM> coupled, by the common data and address bus <NUM>, to the Random-Access Memory <NUM> and the static memory <NUM>.

The communication unit <NUM> may include one or more wired and/or wireless input/output (I/O) interfaces <NUM> that are configurable to communicate with the calling devices <NUM> and the communication devices <NUM>. For example, the communication unit <NUM> may include one or more transceivers <NUM> and/or wireless transceivers for communicating with the calling devices <NUM> and/or the communication devices <NUM>. Hence, the one or more transceivers <NUM> may be adapted for communication with one or more communication networks used to communicate with the calling devices <NUM> and/or the communication devices <NUM>. For example, the one or more transceivers <NUM> may be adapted for communication with one or more of the Internet, a digital mobile radio (DMR) network, a Project <NUM> (P25) network, a terrestrial trunked radio (TETRA) network, a Bluetooth network, a Wi-Fi network, for example operating in accordance with an IEEE <NUM> standard (e.g., <NUM>1a, <NUM>. 11b, <NUM>), an LTE (Long-Term Evolution) network and/or other types of GSM (Global System for Mobile communications) networks, a Worldwide Interoperability for Microwave Access (WiMAX) network, for example operating in accordance with an IEEE <NUM> standard, and/or another similar type of wireless network. Hence, the one or more transceivers <NUM> may include, but are not limited to, a cell phone transceiver, a DMR transceiver, P25 transceiver, a TETRA transceiver, a Bluetooth transceiver, a Wi-Fi transceiver, a WiMAX transceiver, and/or another similar type of wireless transceiver configurable to communicate via a wireless radio network.

The communication unit <NUM> may optionally include one or more wireline transceivers <NUM>, such as an Ethernet transceiver, a USB (Universal Serial Bus) transceiver, or similar transceiver configurable to communicate via a twisted pair wire, a coaxial cable, a fiber-optic link, or a similar physical connection to a wireline network. The transceiver <NUM> is also coupled to a combined modulator/demodulator <NUM>.

The controller <NUM> may include ports (e.g. hardware ports) for coupling to other hardware components.

The controller <NUM> includes one or more logic circuits, one or more processors, one or more microprocessors, one or more ASIC (application-specific integrated circuits) and one or more FPGA (field-programmable gate arrays), and/or another electronic device. In some examples, the controller <NUM> and/or the automated call-answering device <NUM> is not a generic controller and/or a generic device, but a device specifically configured to implement functionality for selecting calls for forwarding to a communication device. For example, in some examples, the automated call-answering device <NUM> and/or the controller <NUM> specifically comprises a computer executable engine configured to implement functionality for selecting calls for forwarding to a communication device.

The static memory <NUM> is a non-transitory machine readable medium that stores machine readable instructions to implement one or more programs or applications. Example machine readable media include a non-volatile storage unit (e.g. Erasable Electronic Programmable Read Only Memory ("EEPROM"), Flash Memory) and/or a volatile storage unit (e.g. random-access memory ("RAM")). In the example of <FIG>, programming instructions (e.g., machine readable instructions) that implement the functional teachings of the automated call-answering device <NUM> as described herein are maintained, persistently, at the memory <NUM> and used by the controller <NUM> which makes appropriate utilization of volatile storage during the execution of such programming instructions.

As depicted, the memory <NUM> further stores an incident type <NUM> (e.g. an incident type identifier) in association with questions <NUM>; associations between such components are indicated in <FIG>, and throughout the present specification, as dashed lines therebetween. The questions <NUM> comprise one or more questions to be asked by the automated call-answer device <NUM> and/or the controller <NUM> while implementing the application <NUM>. While the memory <NUM> is depicted as storing one incident type <NUM> and associated questions <NUM>, the memory <NUM> may store a plurality of incident types <NUM> and associated questions <NUM>. The questions <NUM> may be generally preconfigured and/or predetermined for each incident type <NUM>; for example, when the incident type <NUM> is for a fire incident, the questions <NUM> may be for determining information about a fire (e.g. "Where is the fire?", "Are there any injuries?", etc.). Different questions <NUM> may be configured for different incident types <NUM>.

Put another way, questions <NUM> associated with an incident may be one or more of: predetermined; and stored at a memory (e.g. the memory <NUM> and/or another memory), accessible to the automated call-answering device <NUM>, in association with the incident type <NUM>.

Furthermore, in some examples, there may be a minimum number of questions for an incident type; for example, in some examples, there are at least six questions for the incident type <NUM>.

While not depicted, the memory <NUM> may store other types of questions and/or text to be asked on the calls <NUM>, including, but not limited to, one or more initial questions to be asked on a call <NUM> for determining an incident type, and/or attributed of a caller <NUM>, and the like (e.g. "Hello, what type of incident are you calling about?", "What is your name?" "Where are you calling from?", etc.).

As depicted, the memory <NUM> further stores a speech-to-text module <NUM> and a text-to-speech module <NUM>, which may be used by the automated call-answer device <NUM> and/or the controller <NUM> while implementing the application <NUM>. The speech-to-text module <NUM> may be to convert speech and/or answers (e.g. as received on a call <NUM>) to text, and the text-to-speech module <NUM> may be to convert text (e.g. of a question <NUM>) to speech such that a question <NUM> may be asked on a call <NUM>.

As depicted, the memory <NUM> further stores a voice attribute module <NUM>, which may be used by the automated call-answer device <NUM> and/or the controller <NUM> while implementing the application <NUM>. The voice attribute module <NUM> may be to determine an emotion of caller <NUM>, for example by determining and/or analyzing frequency patterns of speech and/or answers received on a call <NUM>. In some examples, the voice attribute module <NUM> may comprise a spectrum analyzer, and the like. In alternative examples, the automated call-answer device <NUM> may comprise a spectrum analyzer device having the above described functionality provided by the voice attribute module <NUM>.

Use of the incident type <NUM>, the associated questions <NUM>, and the modules <NUM>, <NUM>, <NUM> are described in further detail below. While the incident type <NUM>, the associated questions <NUM>, and the modules <NUM>, <NUM>, <NUM> are depicted as separate from the application <NUM>, in other examples one or more of the incident type <NUM>, the associated questions <NUM>, and the modules <NUM>, <NUM>, <NUM> may be components of the application <NUM>.

In particular, the memory <NUM> stores instructions corresponding to the at least one application <NUM> (and which may include, but are not limited to the incident type <NUM>, the associated questions <NUM>, and the modules <NUM>, <NUM>, <NUM>) that, when executed by the controller <NUM>, enables the controller <NUM> to implement functionality for selecting calls <NUM> for forwarding to a communication device <NUM> including, but not limited to, the blocks of the method set forth in <FIG>.

In illustrated examples, when the controller <NUM> executes the one or more applications <NUM>, the controller <NUM> is enabled to: answer a plurality of calls <NUM> associated with an incident (e.g. received from the calling devices <NUM>); assign to the plurality of calls <NUM>, questions <NUM> associated with the incident, each of the questions assigned to at least two of the plurality of calls <NUM>; ask the questions <NUM> on the plurality of calls <NUM>, as assigned; receive answers to the questions <NUM>; select a call <NUM> to be forwarded to a communication device <NUM> operated by a human user (e.g. a dispatcher <NUM>), the call <NUM> selected from a group of the plurality of calls <NUM> where one or more consistent answers were received in response to a given question <NUM>, the call <NUM> further selected based on voice attributes of callers <NUM> in the group of the plurality of calls <NUM>; and forward, to the communication device <NUM>, the call <NUM> as selected.

The application <NUM> (and/or the module <NUM>) may include numerical algorithms to determine that the calls <NUM> are associated with an incident, determine an incident type, assign the questions <NUM> to the calls <NUM>, select consistent and/or contradictory answers to a question <NUM>, determine voice attributes of a caller <NUM>, select a call <NUM> to be forwarded to a communication device <NUM> based on answers to the questions <NUM>, and/or determine associated caller attributes.

Alternatively, the application <NUM> may include machine learning and/or deep-learning based algorithms and/or neural networks, and the like, which have been trained to determine that the calls <NUM> are associated with an incident, determine an incident type, assign the questions <NUM> to the calls <NUM> select consistent and/or contradictory answers to a question <NUM>, determine voice attributes of a caller <NUM>, select a call <NUM> to be forwarded to a communication device <NUM> based on answers to the questions <NUM>, and/or determine associated caller attributes. Furthermore, in these examples, the application <NUM> may initially be operated by the controller <NUM> in a training mode to train the machine learning and/or deep-learning based algorithms and/or neural networks of the application <NUM> to determine that the calls <NUM> are associated with an incident, determine an incident type, assign the questions <NUM> to the calls <NUM>, select consistent and/or contradictory answers to a question <NUM>, determine voice attributes of a caller <NUM>, select a call <NUM> to be forwarded to a communication device <NUM> based on answers to the questions <NUM>, and/or determine associated caller attributes.

The one or more machine learning algorithms and/or deep learning algorithms and/or neural networks of the application <NUM> may include, but are not limited to: a generalized linear regression algorithm; a random forest algorithm; a support vector machine algorithm; a gradient boosting regression algorithm; a decision tree algorithm; a generalized additive model; evolutionary programming algorithms; Bayesian inference algorithms, reinforcement learning algorithms, and the like. However, generalized linear regression algorithms, random forest algorithms, support vector machine algorithms, gradient boosting regression algorithms, decision tree algorithms, generalized additive models, and the like may be preferred over neural network algorithms, deep learning algorithms, evolutionary programming algorithms, and the like, in some public-safety environments, such as a <NUM> call center. Any suitable machine learning algorithm and/or deep learning algorithm and/or neural network is within the scope of present examples.

While details of the calling devices <NUM> and the communication devices <NUM> are not depicted, the calling devices <NUM> and the communication devices <NUM> may have components similar to the automated call-answering device <NUM> adapted, however, for the functionality of the calling devices <NUM> and the communication devices <NUM>. For example, the calling devices <NUM> and/or the communication devices <NUM> may include respective display screens, speakers, microphones, location determining devices (e.g. Global Positioning System (GPS) devices), and the like. In some examples, the calling devices <NUM> may provide metadata to the automated call-answering device <NUM> on a call <NUM>, for example caller attributes such as a phone number, a network identifier, a location, and the like, which may be used to look up information and/or further caller attributes of a caller <NUM> in the database <NUM>.

Attention is now directed to <FIG> which depicts a flowchart representative of a method <NUM> for selecting calls for forwarding to a communication device. The operations of the method <NUM> of <FIG> correspond to machine readable instructions that are executed by the automated call-answering device <NUM>, and specifically the controller <NUM> of the automated call-answering device <NUM>. In the illustrated example, the instructions represented by the blocks of <FIG> are stored at the memory <NUM> for example, as the application <NUM>. The method <NUM> of <FIG> is one way in which the controller <NUM> and/or the automated call-answering device <NUM> and/or the system <NUM> may be configured. Furthermore, the following discussion of the method <NUM> of <FIG> will lead to a further understanding of the system <NUM>, and its various components.

The method <NUM> of <FIG> need not be performed in the exact sequence as shown and likewise various blocks may be performed in parallel rather than in sequence. Accordingly, the elements of method <NUM> are referred to herein as "blocks" rather than "steps. " The method <NUM> of <FIG> may be implemented on variations of the system <NUM> of <FIG>, as well.

At a block <NUM>, the controller <NUM> and/or the automated call-answering device <NUM> answers (e.g. via the communication unit <NUM>) a plurality of calls <NUM> associated with an incident (e.g. received from the calling devices <NUM>). For example, the callers <NUM> may witness an incident, such as a fire, and call "<NUM>", and the like, to report the incident to a PSAP; in the system <NUM>, and such calls <NUM> may be answered by the automated call-answering device <NUM>. Hence, the automated call-answering device <NUM> receives the calls <NUM>.

At the block <NUM>, the controller <NUM> and/or the automated call-answering device <NUM> may ask one or more initial questions on the calls <NUM>, for example by using the text-to-speech module <NUM>, to determine a type of the incident being reported, a name of a caller <NUM>, a location of caller <NUM>, and the like, and determine the type of incident using the speech-to-text module <NUM> to recognize an incident type from the answers received on the calls <NUM>. For example, the word "fire" may be used in the answers, as well as a reference to a geographic location and/or area where the fire is occurring. From such answers, the controller <NUM> and/or the automated call-answering device <NUM> may determine that the incident type of the calls <NUM> is a "fire" incident type (e.g. the incident type <NUM>), and that the calls <NUM> are associated with an incident of a fire at the geographic location and/or area indicated in the answers.

At a block <NUM>, the controller <NUM> and/or the automated call-answering device <NUM> assigns to the plurality of calls <NUM>, questions <NUM> associated with the incident, each of the questions <NUM> assigned to at least two of the plurality of calls <NUM>. The questions <NUM> may be selected by determining the incident type <NUM> as described above, and selecting the questions <NUM> associated with the incident type <NUM> from the memory <NUM>. In some examples, a question <NUM> may be randomly assigned to at least two of the plurality of calls <NUM>.

In some examples, the controller <NUM> and/or the automated call-answering device <NUM> may the questions <NUM> associated with the incident to the plurality of calls <NUM> at least partially based on answers to previously asked questions <NUM> (e.g. such asking of questions <NUM> is described below). For example, a caller <NUM> may answer a first question <NUM> which indicates their expertise and/or skill in a paramedic and/or medical profession and/or field, and a second question <NUM> may be assigned to the call <NUM>, over which the caller <NUM> is communicating, that is associated with related to medical conditions of victims.

In other examples, the controller <NUM> and/or the automated call-answering device <NUM> may assign a question <NUM> to at least two of the plurality of calls <NUM> based at least partially on associated caller attributes which may be determined based on information spoken by a caller <NUM> on a call <NUM> and/or answers to initial questions asked on a call <NUM> and/or answers to the questions <NUM> and/or metadata received with a call <NUM> and/or data retrieved from the database <NUM>. For example, the controller <NUM> and/or the automated call-answering device <NUM> may determine a name of a caller <NUM> and look up the name in the database <NUM> to determine an education and/or profession of the caller <NUM>; when the caller <NUM>, for example, has a paramedic and/or medical education and/or profession (e.g. the caller <NUM> is a paramedic), a question <NUM> related to medical conditions of victims may be asked on the call <NUM> over which the caller <NUM> is communicating. Hence, in some examples, the associated caller attributes may comprise a skill of a respective caller and/or an expertise of a respective caller.

In other examples, a victim of the incident may be determined (e.g. on one or more of the calls <NUM> and/or as reported to the PSAP by a first responder, and the like), and a relationship (e.g. a family relationship) between the victim and a caller <NUM> may be determined. A question <NUM> associated with victims may be assigned to call <NUM> based on the determined relationship (e.g. "Do you know an address of a victim?"). Indeed, any suitable type of associated caller attribute may be determined and used to determine a question <NUM> to be assigned to a caller <NUM>.

Any suitable associated caller attributes are within the scope of the present specification. For example, associated caller attributes may include, but are not limited to, one or more of:.

Data stored in one or more memories (e.g. the database <NUM>) accessible to the automated call-answering device <NUM>, the data associated with the respective caller <NUM>.

A name of a respective caller <NUM> on the plurality of calls <NUM>, which may be used to look up information at the database <NUM> about the respective caller <NUM> in the database <NUM> to determine a question <NUM> to ask the respective caller <NUM>.

A phone number of the respective caller <NUM>, which may be used to look up information about the respective caller <NUM> at the database <NUM> to determine a question <NUM> to ask the respective caller <NUM>; the phone number may be used similar to the name of the caller <NUM>.

A location of the respective caller <NUM>, which may be used to determine a question <NUM> to ask the respective caller <NUM> that relates to location of the incident and/or to determine that the respective caller <NUM> is closer to the incident than another caller <NUM>, and hence may have more accurate information to provide in an answer; the location may be determined based on metadata received on a call <NUM> and/or based on information provided by the respective caller <NUM> on a call <NUM>.

A time that a respective call <NUM> from the respective caller <NUM> was received; for example, the respective call <NUM> may be received closer to a determined time of the incident and hence the respective caller <NUM> may know information related to how the incident began, and a suitable question <NUM> may be assigned accordingly (e.g. "Do you know how the fire started?").

A relationship of the respective caller <NUM> to a person associated with the incident, as described above.

A respective voice attribute of the respective caller <NUM>; for example, the voice attribute module <NUM> may be used by the controller <NUM> and/or the automated call-answering device <NUM> to determine whether the respective caller <NUM> is calm or panicked and if calm, a more complex question <NUM> may be assigned and/or, if panicked, a less complex question <NUM> may be assigned.

One or more of a skill associated with a respective caller <NUM> and an expertise associated with a respective caller <NUM>. Such information may be stored at the database <NUM>, and the like, however, such a skill associated with a respective caller <NUM> and/or an expertise associated with a respective caller <NUM> may be determined via keywords spoken by a respective caller <NUM> on a call <NUM> (e.g. "I am a paramedic").

At a block <NUM>, the controller <NUM> and/or the automated call-answering device <NUM> asks (e.g. via the communication unit) the questions <NUM> on the plurality of calls <NUM>, as assigned. For example, the controller <NUM> and/or the automated call-answering device <NUM> may use the text-to-speech module <NUM> to ask the assigned questions <NUM> on the calls <NUM>, for example to convert received text of the questions <NUM> to speech to ask on the calls <NUM>.

At a block <NUM>, the controller <NUM> and/or the automated call-answering device <NUM> receives (e.g. via the communication unit <NUM>) answers to the questions. For example, the controller <NUM> and/or the automated call-answering device <NUM> may use the speech-to-text module <NUM> to receive the answers on the calls <NUM>, for example to convert speech received on the calls <NUM>, indicating the answers, to text.

At a block <NUM>, the controller <NUM> and/or the automated call-answering device <NUM> selects a call <NUM> to be forwarded to a communication device <NUM> operated by a human user (e.g. a dispatcher <NUM>), the call <NUM> selected from a group of the plurality of calls <NUM> where one or more consistent answers were received in response to a given question <NUM>, the call <NUM> (e.g. to be forwarded) further selected based on voice attributes of callers <NUM> in the group of the plurality of calls <NUM>.

For example, the controller <NUM> and/or the automated call-answering device <NUM> may determine the group of the plurality of calls <NUM> where one or more consistent answers were received in response to a given question <NUM> by comparing the text of answers to the questions <NUM> asked on the calls <NUM>.

The controller <NUM> and/or the automated call-answering device <NUM> may determine voice attributes of callers <NUM> in the group of the plurality of calls <NUM> using the voice attribute module <NUM>, for example to determine an emotion and/or an emotional state a caller <NUM> (e.g. whether a caller <NUM> is calm or panicked, and the like). In particular, the voice attributes of the callers <NUM> of the group of the plurality of calls <NUM> may comprise respective frequency patterns received in the group of the plurality of calls <NUM>; for example, the respective frequency patterns may be associated with different emotions and/or emotional states, which may be used to determine emotions and/or emotional states of the callers <NUM> in the group. Hence, the voice attributes of the callers <NUM> may alternatively comprise emotional attributes and/or emotional states of a voice of a caller <NUM>.

Alternatively, the voice attributes of callers <NUM> in the group of the plurality of calls <NUM>, determined by the controller <NUM> and/or the automated call-answering device <NUM>, may comprise keywords detected in the group of the plurality of calls <NUM>. For example, one caller <NUM> may use keywords associated with being calm (e.g. "Hey just calling to report a fire"), and another caller <NUM> may use keywords associated with being panicked (e.g. "There's a huge fire and I don't know what to do, help!").

Hence, for example, when a question <NUM> is asked twice on the calls <NUM>, and two callers <NUM> provide consistent answers, but one of the callers <NUM> is calm and the other is panicked, the call <NUM> of the calm caller <NUM> may be selected for forwarding to a communication device <NUM>. However, any suitable process for selecting a caller <NUM> based on voice attributes is within the scope of the present specification; for example all callers <NUM> may be panicked but one of the callers <NUM> may be less panicked than others, and a call <NUM> of the less panicked caller <NUM> may be selected for forwarding.

In some examples, the controller <NUM> and/or the automated call-answering device <NUM> may randomly select a communication device <NUM> to which to forward the selected call <NUM> and/or the controller <NUM> and/or the automated call-answering device <NUM> may select a communication device <NUM> to which to forward the selected call <NUM> based on availability and/or a call queue size of the communication devices <NUM>.

Alternatively, the controller <NUM> and/or the automated call-answering device <NUM> may select the communication device <NUM> from a plurality of communication devices <NUM> operated by respective human users, based on comparing respective attributes of the respective human users (e.g. the dispatchers <NUM>) to a type of the given question <NUM> for which consistent answers were received and which lead to the selection of the call <NUM> at the block <NUM>.

For example, the given question <NUM> may be related to medicine and/or victims, and a dispatcher <NUM> may have a medical background, as determined using the database <NUM>; hence, the call <NUM> selected at the block <NUM> may be forwarded to a communication device <NUM> operated by the dispatcher <NUM> having a medical background. However, any suitable attributes of the dispatchers <NUM> and/or human users of the communication devices <NUM> may be used to select a communication device <NUM> to which to forward the selected call <NUM>.

However, any suitable attributes of the respective human users (e.g. the dispatchers <NUM>) of the communication devices <NUM> may be used to select a communication device <NUM> including, but not limited to, fatigue, workload, experience, and the like of the human users and/or using any other suitable criteria. For example, calls <NUM> having answers to questions <NUM> associated with urgency and/or a given critical level may be assigned to communication devices <NUM> of dispatchers <NUM> with the most experience, and the like. Determination of fatigue of a dispatcher <NUM> may occur by the controller <NUM> and/or the automated call-answering device <NUM> monitoring speech of a dispatcher <NUM> via the voice attribute module <NUM>.

At a block <NUM>, the controller <NUM> and/or the automated call-answering device <NUM> forwards (e.g. via the communication unit <NUM>), to the communication device <NUM>, the call <NUM> as selected. A dispatcher <NUM> operating the communication device <NUM> may then speak to the caller <NUM> (e.g. the calmer caller <NUM>) on the forwarded call <NUM> to determine more information about the incident. The dispatcher <NUM> may then accordingly dispatch suitable first responders to the scene of the incident.

In some examples, the controller <NUM> and/or the automated call-answering device <NUM> may further assign questions to calls <NUM> based on received answers.

For example, the method <NUM> may further comprise the controller <NUM> and/or the automated call-answering device: when received answers to a given question <NUM> contradict each other, the given question <NUM> asked on a first call <NUM> and a second call <NUM> of the plurality of calls <NUM>, asking the given question <NUM> on at least a third call <NUM> of the plurality of calls. Hence, in these examples, a given question <NUM> is assigned to the calls <NUM> three times in an attempt to sort out which of two contradictory answers may be correct, and/or to determine the group of calls <NUM> of the block <NUM> and/or to identify two groups of the plurality of calls <NUM> where different respective answers were received in response to a given question <NUM>, and the like.

In yet further examples, when received answers to a given question <NUM> contradict each other, for example when the given question <NUM> is asked on a first call <NUM> and a second call <NUM>, the given question <NUM> may be asked again and/or repeated on one or more the first call <NUM> and the second call <NUM>. Follow-up received answers to the given question <NUM> asked again and/or repeated on one or more the first call <NUM> and the second call <NUM> may clarify why the initial received answers contradicted each other.

In some examples, the controller <NUM> and/or the automated call-answering device <NUM> may further select calls <NUM> for forwarding based on answers to a question being different and/or contradictory.

For example, the method <NUM> may further comprise the controller <NUM> and/or the automated call-answering device: identifying two groups of the plurality of calls <NUM> where different respective answers were received in response to a given question <NUM>; selecting a respective call <NUM> from each of the two groups based on respective voice attributes of the callers <NUM> on the two groups of the plurality of calls <NUM> (e.g. a call <NUM> having a calmest caller <NUM> is selected from each of the two groups); and forwarding, from the automated call-answering device <NUM> to a communication device <NUM> operated by a human user, the respective call <NUM> from each of the two groups. Hence, in these examples, the calls <NUM> may be grouped by answers to a given question <NUM>, and one call from each group is selected for forwarding to a communication device <NUM>, for example the same communication device <NUM>, so that the associated dispatcher <NUM> may ask more detailed follow-up questions and determine which of the different answers is correct and/or if yet another answer is correct.

Attention is now directed to <FIG> depicts an example of the method <NUM> <FIG> is substantially similar to <FIG> with like components having like numbers. As depicted, the automated call-answering device <NUM> has received five calls <NUM> (e.g. at the block <NUM> of the method <NUM>) and determined that the five calls <NUM> are associated with a same incident of the incident type <NUM> (e.g. a fire). As such, the automated call-answering device <NUM> has retrieved the questions <NUM> from the memory <NUM>. As depicted, there are six questions <NUM>, depicted in <FIG> as "<NUM>", "<NUM>", "<NUM>", "<NUM>", "<NUM>" and "<NUM>" in circles. Specific questions <NUM> will be referred to hereafter as "Question <NUM>", "Question <NUM>", "Question <NUM>", "Question <NUM>", "Question <NUM>", "Question <NUM>".

The automated call-answering device <NUM> assigns the questions <NUM> to the calls <NUM> (e.g. at the block <NUM> of the method <NUM>) such that each of the questions <NUM> are assigned to at least two of the plurality of calls <NUM>. In some examples, the automated call-answering device <NUM> may assign questions <NUM> to the calls <NUM> in a round-robin fashion and/or count a number of times a question <NUM> is assigned to the calls <NUM>, continuing until each question <NUM> is assigned to at least two of the calls <NUM>.

As depicted, subsets <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> (interchangeably referred to hereafter, collectively, as the subsets <NUM> and, generically as a subset <NUM>) are respectively assigned to the calls <NUM>. For example, the subset <NUM>-<NUM> assigned to the call <NUM>-<NUM> includes Question <NUM>, Question <NUM>, and Question <NUM> of the questions <NUM>, the subset <NUM>-<NUM> assigned to the call <NUM>-<NUM> includes Question <NUM>, Question <NUM>, and Question 4fvpice of the questions <NUM>, etc..

As described above, the questions <NUM> may be assigned based on caller attributes which may be determined via the database <NUM> and/or using keywords received on a call <NUM>. For example, the automated call-answering device <NUM> may determine that the caller <NUM>-<NUM> is a relative of a victim of the incident and ask a question <NUM> associated with victims.

As depicted, the automated call-answering device <NUM> has assigned Question <NUM> of the questions <NUM> to the calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> (e.g. Question <NUM> is in the subsets <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>). In the depicted example, the automated call-answering device <NUM> asks (e.g. at the block <NUM> of the method <NUM>) questions <NUM> in the subsets <NUM> on the respective calls <NUM>, in any suitable order, and waits for a respective answer.

The automated call-answering device <NUM> responsively receives (e.g. at the block <NUM> of the method <NUM>) answers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> (interchangeably referred to hereafter, collectively, as the answers <NUM> and, generically as an answer <NUM>) to the questions <NUM> in the subsets <NUM>; specifically, in the depicted example the answers <NUM> are for Question <NUM> of the questions <NUM>, and hence the depicted answers <NUM> are received on the calls <NUM>-<NUM>,<NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>. While answers to other questions <NUM> asked on the calls <NUM>-<NUM>,<NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> are not depicted, answers to the other calls are understood to be received. While no answers are depicted as being received on the call <NUM>-<NUM> (e.g. as Question <NUM> is not asked on the call <NUM>-<NUM>), answers to questions <NUM> asked on the call <NUM>-<NUM> will be generally be received at the automated call-answering device <NUM>.

As depicted, the automated call-answering device <NUM> determines that three of the answers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> to Question <NUM> are consistent. For example, Question <NUM> may be "How many victims are there?" and the answers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> all indicate "One Victim" while the answer <NUM>-<NUM> indicates "Two Victims". Hence, the automated call-answering device <NUM> determines that the group of calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> are a group of the plurality of calls <NUM> where consistent answers were received.

As depicted, the automated call-answering device <NUM> determines voice attributes <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> (interchangeably referred to hereafter, collectively, as the voice attributes <NUM> and, generically as a voice attribute <NUM>) of the callers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> in the group of calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, for example using the voice attribute module <NUM> and the like.

As depicted, the automated call-answering device <NUM> has determined that the callers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> have respective voice attributes <NUM> of "Panicked", "Panicked" and "Calm". As the caller <NUM>-<NUM> is calm, and the other callers <NUM>-<NUM>, <NUM>-<NUM> are panicked, the automated call-answering device <NUM> selects (e.g. at the block <NUM> of the method <NUM>) the call <NUM>-<NUM> for forwarding to a communication device <NUM>.

As depicted, the automated call-answering device <NUM> forwards (e.g. at the block <NUM>) the call <NUM>-<NUM> to the communication device <NUM>-<NUM>, as indicated by a connection <NUM> in <FIG> between the call <NUM>-<NUM> and the communication device <NUM>-<NUM>. While the connection <NUM> is depicted as being via the automated call-answering device <NUM>, the connection <NUM> may be via any suitable network and may not be via the automated call-answering device <NUM>.

In some examples, the automated call-answering device <NUM> may communicate with the database <NUM> to determine respective attributes of the dispatchers <NUM> and compare a type of the Question <NUM> to the respective attributes, to determine to which of the communication devices <NUM> to forward the call <NUM>-<NUM>. For example, as Question <NUM> is type pertaining to victims, and as the dispatcher <NUM>-<NUM> may have a background in medical services, the call <NUM>-<NUM> may be forwarded (e.g. as depicted) to the communication device <NUM>-<NUM> so that the dispatcher <NUM>-<NUM> may speak with the caller <NUM>-<NUM> and determine more information about the victims and/or the incident.

In some examples, the questions <NUM> and the answers <NUM> are provided to the communication device <NUM>-<NUM> (e.g. as text) so that the dispatcher <NUM>-<NUM>, and rendered at a display screen thereof, so that the dispatcher <NUM>-<NUM> has an overview of the answers <NUM> received to the questions <NUM>.

As depicted, the answers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> to Question <NUM> are consistent, and the answer <NUM>-<NUM> is inconsistent with, and/or contradicts, the answers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>. In some examples, Question <NUM> may be asked a first time on the call <NUM>-<NUM> and asked a second time on the call <NUM>-<NUM>. As the answers <NUM>-<NUM>, <NUM>-<NUM> contradict each other and/or are inconsistent, the automated call-answering device <NUM> may ask Question <NUM> at least a third time, for example on the call <NUM>-<NUM> and/or on the call <NUM>-<NUM> (and/or on the call <NUM>-<NUM>, not depicted)and/or until a given number of consistent answers are received. Hence, in <FIG>, when received answers <NUM> to a given question <NUM> (e.g. Question <NUM>) contradict each other, the given question <NUM> asked on a first call <NUM>-<NUM> and a second call <NUM>-<NUM> of the plurality of calls <NUM>, the automated call-answering device <NUM> may ask the given question <NUM> on at least a third call <NUM>-<NUM>, <NUM>-<NUM> of the plurality of calls <NUM>, and/or until a given number of consistent answers <NUM> to the given question <NUM> are received.

Attention is next directed to <FIG> which depicts another example of the method <NUM>, and is substantially similar to <FIG> with like components having like numbers. In <FIG>, the automated call-answering device <NUM> respectively assigns subsets <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> (interchangeably referred to hereafter, collectively, as the subsets <NUM> and, generically as a subset <NUM>) to the calls <NUM>, similar to as described above with reference to <FIG>. However, in <FIG>, Question <NUM> is also assigned to the call <NUM>-<NUM>, and answers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> (interchangeably referred to hereafter, collectively, as the answers <NUM> and, generically as an answer <NUM>) to Question <NUM> are received at the automated call-answering device <NUM> on the calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>.

In these examples, the automated call-answering device <NUM> identifies two groups of the plurality of calls <NUM> where different respective answers <NUM> were received in response to a given question <NUM> (e.g. Question <NUM>). For examples, the answers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> received on a first group of calls <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> indicate "One Victim", and the answers <NUM>-<NUM>, <NUM>-<NUM> received on a second group of calls <NUM>-<NUM>, <NUM>-<NUM> indicate "Two Victims".

The automated call-answering device <NUM> selects a respective call <NUM> from each of the two groups based on respective voice attributes <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> (interchangeably referred to hereafter, collectively, as the voice attributes <NUM> and, generically as a voice attribute <NUM>) of the callers <NUM> on the two groups of the plurality of calls <NUM>.

As depicted, the automated call-answering device <NUM> has determined that the callers <NUM>-<NUM>, <NUM>-<NUM>, <NUM>-<NUM> of the first group have respective voice attributes <NUM> of "Panicked", "Panicked" and "Calm", and the callers <NUM>-<NUM>, <NUM>-<NUM> of the second group have respective voice attributes <NUM> of "Panicked", and "Calm". As the caller <NUM>-<NUM> of the first group is calm, and the other callers <NUM>-<NUM>, <NUM>-<NUM> are panicked, and as the caller <NUM>-<NUM> of the second group is calm, and the other caller <NUM>-<NUM> is panicked, the automated call-answering device <NUM> the calls <NUM>-<NUM> from the first group and selects the call <NUM>-<NUM> of the second group for forwarding to a communication device <NUM>. A communication device <NUM> for forwarding may be selected as described above; for example, the communication device <NUM>-<NUM> may be selected.

The automated call-answering device <NUM> forwards, from the automated call-answering device to the communication device <NUM>-<NUM> (e.g. operated by a human user, such as the dispatcher <NUM>-<NUM>) the respective calls <NUM>-<NUM>, <NUM>-<NUM> from each of the two groups as indicated by a connection <NUM>-<NUM> between the call <NUM>-<NUM> and the communication device <NUM>-<NUM>, and by a connection <NUM>-<NUM> between the call <NUM>-<NUM> and the communication device <NUM>-<NUM>.

While the connections <NUM>-<NUM>, <NUM>-<NUM> are depicted as being via the automated call-answering device <NUM>, the connections <NUM>-<NUM>, <NUM>-<NUM> may be via any suitable network and may not be via the automated call-answering device <NUM>. The forwarded calls <NUM>-<NUM>, <NUM>-<NUM> may be queued at the communication device <NUM>-<NUM>, and answered in any suitable order by the dispatcher <NUM>-<NUM>, and/or the forwarded calls <NUM>-<NUM>, <NUM>-<NUM> may be connected at the communication device <NUM>-<NUM>. In some examples, the dispatcher <NUM>-<NUM> may operate the communication device <NUM>-<NUM> to answer one of the calls <NUM>-<NUM>, <NUM>-<NUM>, and place the other call <NUM>-<NUM>, <NUM>-<NUM> on hold, and then place the answered call on hold while answering the other call <NUM>-<NUM>, <NUM>-<NUM>. Regardless, the dispatcher <NUM>-<NUM> may speak to both callers <NUM>-<NUM>, <NUM>-<NUM> to determine a more accurate answer to the given question <NUM> that resulted in different respective answers <NUM>.

However, one of ordinary skill in the art appreciates that various modifications and changes may be made without departing from the scope of the invention as set forth in the claims below.

The invention is defined solely by the appended claims including any amendments made during the pendency of this application.

In this document, language of "at least one of X, Y, and Z" and "one or more of X, Y and Z" may be construed as X only, Y only, Z only, or any combination of two or more items X, Y, and Z (e.g., XYZ, XY, YZ, XZ, and the like). Similar logic may be applied for two or more items in any occurrence of "at least one. " and "one or more. " language.

Moreover, in this document, relational terms such as first and second, top and bottom, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. The terms "comprises," "comprising," "has", "having," "includes", "including," "contains", "containing" or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises, has, includes, contains a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. An element proceeded by "comprises. a", "includes. a", "contains. a" does not, without more constraints, preclude the existence of additional identical elements in the process, method, article, or apparatus that comprises, has, includes, contains the element. The terms "a" and "an" are defined as one or more unless explicitly stated otherwise herein. The terms "substantially", "essentially", "approximately", "about" or any other version thereof, are defined as being close to as understood by one of ordinary skill in the art, and in one non-limiting embodiment the term is defined to be within <NUM>%, in another embodiment within <NUM>%, in another embodiment within <NUM>% and in another embodiment within <NUM>%. The term "coupled" as used herein is defined as connected, although not necessarily directly and not necessarily mechanically. A device or structure that is "configured" in a certain way is configured in at least that way, but may also be configured in ways that are not listed.

Moreover, an embodiment may be implemented as a computer-readable storage medium having computer readable code stored thereon for programming a computer (e.g., comprising a processor) to perform a method as described and claimed herein. Examples of such computer-readable storage mediums include, but are not limited to, a hard disk, a CD-ROM, an optical storage device, a magnetic storage device, a ROM (Read Only Memory), a PROM (Programmable Read Only Memory), an EPROM (Erasable Programmable Read Only Memory), an EEPROM (Electrically Erasable Programmable Read Only Memory) and a Flash memory. Further, it is expected that one of ordinary skill, notwithstanding possibly significant effort and many design choices motivated by, for example, available time, current technology, and economic considerations, when guided by the concepts and principles disclosed herein will be readily capable of generating such software instructions and programs and ICs with minimal experimentation.

Claim 1:
A method comprising:
answering, by an automated call-answering device (<NUM>), in parallel, a plurality of calls (<NUM>) associated with an incident;
asking, by the automated call-answering device, to the plurality of calls (<NUM>), one or more initial questions to determine that the plurality of calls (<NUM>) are associated with the same incident at the same location;
assigning, by the automated call-answering device (<NUM>), to the plurality of calls (<NUM>), questions associated with the incident, each of the questions assigned to at least two of the plurality of calls (<NUM>);
asking, by the automated call-answering device (<NUM>), the questions on the plurality of calls (<NUM>), as assigned;
receiving, by the automated call-answering device (<NUM>), answers to the questions;
when received answers to the given question contradict each other, the given question asked on a first call and a second call of the plurality of calls (<NUM>), asking the given question on at least a third call of the plurality of calls (<NUM>);
determining a group of the plurality of calls (<NUM>) where one or more consistent answers were received in response to a given question by comparing the text of answers to the questions asked on the calls;
selecting, by the automated call-answering device (<NUM>), a call to be forwarded to a communication device (<NUM>) operated by a human user, the call selected from the group of the plurality of calls (<NUM>), the call further selected based on voice attributes of callers (<NUM>) in the group of the plurality of calls (<NUM>); and
forwarding, from the automated call-answering device (<NUM>) to the communication device (<NUM>), the call as selected.