Patent Document

FIELD OF THE DISCLOSURE 
     The present disclosure is generally directed toward the management of communication devices associated with an emergent event. 
     BACKGROUND 
     Coordinating multiple callers with a single Public Service Access Point (PSAP) agent has proven difficult if not impossible using traditional PSAP systems. Specifically, when every caller to a PSAP is using a voice channel to communicate with the PSAP, it is difficult if not impossible for the PSAP agent to communicate with multiple callers simultaneously, even if the multiple callers are calling in regards to the same emergent event. In particular, attempts to establish audio conferences between multiple callers and a single PSAP agent have been proposed but have not been widely implemented. This lack of acceptance is often due to the confusion that often ensues when communicating with more than one person about an emergent event. The difficulty is further exacerbated when one or more of the callers is hysterical or otherwise difficult to communicate with. 
     Because of these and other difficulties, when a PSAP system receives calls from multiple callers at substantially the same time, the current practice is to connect callers to an available PSAP agent, for a one-on-one interaction, and make the other callers wait until a PSAP agent becomes available. 
     SUMMARY 
     It is with respect to the above issues and other problems that the embodiments presented herein were contemplated. 
     In one embodiment, the use of multiple data channels is disclosed to help a single PSAP agent coordinate multiple parties. The parties may or may not correspond to individuals that originally called to report an emergent event. When an emergent event is identified, the location of that event may be determined and data channels established with at least one device, and the associated user, within a predetermined proximity of that emergent event. In another embodiment, the establishment of the data channel is performed regardless of whether or not such users called the PSAP. In another embodiment, simultaneous conferencing of multiple calls on a shared data channel (near-real-time) is provided, which may facilitate more efficient utilization of PSAP resources. In another embodiment, a PSAP agent establishes multiple data channels with different individuals within a predetermined proximity of an emergent event. For example, three users are determined to be within a predetermined distance of an emergent event. Each user may receive a text/SMS message requesting the establishment of a different data channel. Each data channel may be then be used to provide different instructions or information to each user. As a result, a PSAP agent may coordinate multiple individuals proximate to the emergent event with relative ease and accuracy. Each of the devices may receive the same, similar or different instructions or information to help provide a complete response to an event. 
     In one example, callers A, B, and C each call the PSAP to report a common emergent event, such as an auto-pedestrian accident. The PSAP can determine, with a certain probability that each caller is calling to report the same event, such as due to each caller having approximately the same location. As the calls enter the PSAP, each caller may be asked to join a shared data channel that is being managed by a single PSAP agent. The PSAP agent may use the shared data channel to obtain information about the event (e.g., receive pictures, videos, or text messages regarding the emergency event) and build knowledge about the event through the information obtained via the data channel. Simultaneously, the PSAP agent may also use the data channel to simultaneously manage the calls from each of the callers. If it is determined that injuries have occurred, the PSAP agent may utilize the data channel to identify the best caller to handle the injuries (e.g., identify someone with medical background or someone closest to the event) and provide instructions for handling the injuries. This caller may also have their voice call connected to the PSAP agent so that the live voice of the PSAP agent can be focused on the closest caller. The data channel may simultaneously provide information to the other callers, such as, “Agent is helping injured party X (perhaps even showing a picture)—if you notice other injured parties, please press &lt;THIS BUTTON&gt;.” If the caller presses the button indicating that someone else is injured, then another agent can be assigned to that caller or the same PSAP agent may provide instructions for treating the other injured party via the data channel. 
     Other callers may receive other information via the data channel. For instance, another caller not directly handling the injuries may be provided with instructions for meeting an ambulance or other first responder or for re-directing traffic. 
     Mechanisms that can be used to establish the data channels include, but are not limited to, text messages, infrared, Bluetooth, near-field communications, etc. Such communication mechanisms can be used to share information that would enable the establishment of the data channel and/or to add another nearby device to an already-established data channel. 
     By utilizing the shared data channel, a single PSAP resource (e.g., an agent) can interact with multiple callers simultaneously. 
     In one embodiment, a system is disclosed, comprising: a public safety access point (PSAP), comprising: a PSAP resource; and a PSAP server that, upon determining that a first PSAP caller and a second PSAP caller are both calling the PSAP with respect to a common emergent event, enabling a PSAP resource to simultaneously and differently interact with the first PSAP caller and the second PSAP caller over a first and second data channel, respectively. 
     In another embodiment, a method is disclosed comprising: establishing a first data channel connection between a public safety access point (PSAP) and a first customer device and a second data channel second connection between the PSAP and a second customer device associated with a first and second PSAP caller, respectively; determining, by a PSAP server, whether the first and second PSAP callers are reporting the same emergent event; and upon determining the first and second PSAP callers are reporting a common emergent event, causing a PSAP resource to simultaneously interact via the first data channel with the first PSAP caller and via the second data channel with the second PSAP caller with respect to the emergent event. 
     In another embodiment, a non-transitory computer readable medium is disclosed that when read by a computer causes the computer to perform: establishing a first data channel connection between a public safety access point (PSAP) and a first customer device and a second data channel second connection between the PSAP and a second customer device associated with a first and second PSAP caller, respectively; determining, by a PSAP server, whether the first and second PSAP callers are reporting the same emergent event; and upon determining the first and second PSAP callers are reporting a common emergent event, causing a PSAP resource to simultaneously interact via the first data channel with the first PSAP caller and via the second data channel with the second PSAP caller with respect to the emergent event. 
     The phrases “at least one,” “one or more,” and “and/or” are open-ended expressions that are both conjunctive and disjunctive in operation. For example, each of the expressions “at least one of A, B and C,” “at least one of A, B, or C,” “one or more of A, B, and C,” “one or more of A, B, or C” and “A, B, and/or C” means A alone, B alone, C alone, A and B together, A and C together, B and C together, or A, B and C together. 
     The term “a” or “an” entity refers to one or more of that entity. As such, the terms “a” (or “an”), “one or more” and “at least one” can be used interchangeably herein. It is also to be noted that the terms “comprising,” “including,” and “having” can be used interchangeably. 
     The term “automatic” and variations thereof, as used herein, refers to any process or operation done without material human input when the process or operation is performed. However, a process or operation can be automatic, even though performance of the process or operation uses material or immaterial human input, if the input is received before performance of the process or operation. Human input is deemed to be material if such input influences how the process or operation will be performed. Human input that consents to the performance of the process or operation is not deemed to be “material.” 
     The term “computer-readable medium” as used herein refers to any tangible storage that participates in providing instructions to a processor for execution. Such a medium may take many forms, including, but not limited to, non-volatile media, volatile media, and transmission media. Non-volatile media includes, for example, NVRAM, or magnetic or optical disks. Volatile media includes dynamic memory, such as main memory. Common forms of computer-readable media include, for example, a floppy disk, a flexible disk, hard disk, magnetic tape, or any other magnetic medium, magneto-optical medium, a CD-ROM, any other optical medium, punch cards, paper tape, any other physical medium with patterns of holes, a RAM, a PROM, and EPROM, a FLASH-EPROM, a solid state medium like a memory card, any other memory chip or cartridge, or any other medium from which a computer can read. When the computer-readable media is configured as a database, it is to be understood that the database may be any type of database, such as relational, hierarchical, object-oriented, and/or the like. Accordingly, the disclosure is considered to include a tangible storage medium and prior art-recognized equivalents and successor media, in which the software implementations of the present disclosure are stored. 
     The terms “determine,” “calculate,” and “compute,” and variations thereof, as used herein, are used interchangeably and include any type of methodology, process, mathematical operation or technique. 
     The term “module,” as used herein, refers to any known or later developed hardware, software, firmware, artificial intelligence, fuzzy logic, or combination of hardware and software that is capable of performing the functionality associated with that element. Also, while the disclosure is described in terms of exemplary embodiments, it should be appreciated that other aspects of the disclosure can be separately claimed. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       The present disclosure is described in conjunction with the appended figures: 
         FIG. 1  depicts a communication system in accordance with embodiments of the present disclosure; 
         FIG. 2  illustrates a system in accordance with at least some embodiments of the present disclosure; 
         FIG. 3  illustrates interaction in accordance with at least some embodiments of the present disclosure; 
         FIG. 4  illustrates a first view of a user device in accordance with at least some embodiments of the present disclosure; 
         FIG. 5  illustrates a second view of a first user device in accordance with at least some embodiments of the present disclosure; and 
         FIG. 6  illustrates a process in accordance with at least some embodiments of the present disclosure. 
     
    
    
     DETAILED DESCRIPTION 
     The ensuing description provides embodiments only and is not intended to limit the scope, applicability, or configuration of the claims. Rather, the ensuing description will provide those skilled in the art with an enabling description for implementing the embodiments. It being understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the appended claims. 
     Any reference in the description comprising an element number, without a subelement identifier when a subelement identifiers exist in the figures, when used in the plural is intended to reference any two or more elements with a like element number. When such a reference is made in the singular form, it is intended to reference one of the elements with the like element number without limitation to a specific one of the elements. Any explicit usage herein to the contrary or providing further qualification or identification shall take precedence. 
     The exemplary systems and methods of this disclosure will also be described in relation to analysis software, modules, and associated analysis hardware. However, to avoid unnecessarily obscuring the present disclosure, the following description omits well-known structures, components and devices that may be shown in block diagram form, and are well known, or are otherwise summarized. 
     For purposes of explanation, numerous details are set forth in order to provide a thorough understanding of the present disclosure. It should be appreciated, however, that the present disclosure may be practiced in a variety of ways beyond the specific details set forth herein. 
     With reference now to  FIG. 1 , communication system  100  is discussed in accordance with at least some embodiments of the present disclosure. The communication system  100  may be a distributed system and, in some embodiments, comprises a communication network  104  connecting one or more communication devices  108  to a work assignment mechanism  116 , which may be owned and operated by an enterprise administering a contact center in which a plurality of resources  112  are distributed to handle incoming work items (in the form of contacts) from customer communication devices  108 . Additionally, social media website  130  and/or other external data sources  134  may be utilized to provide one means for a resource  112  to receive and/or retrieve contacts and connect to a customer of a contact center. Other external data sources  134  may include data sources, such as service bureaus, third-party data providers (e.g., credit agencies, public and/or private records, etc.). Customers may utilize their respective customer communication device  108  to send/receive communications utilizing social media website  130 . 
     In accordance with at least some embodiments of the present disclosure, the communication network  104  may comprise any type of known communication medium or collection of communication media and may use any type of protocols to transport messages between endpoints. The communication network  104  may include wired and/or wireless communication technologies. The Internet is an example of the communication network  104  that constitutes and Internet Protocol (IP) network consisting of many computers, computing networks, and other communication devices located all over the world, which are connected through many telephone systems and other means. Other examples of the communication network  104  include, without limitation, a standard Plain Old Telephone System (POTS), an Integrated Services Digital Network (ISDN), the Public Switched Telephone Network (PSTN), a Local Area Network (LAN), a Wide Area Network (WAN), a Session Initiation Protocol (SIP) network, a Voice over IP (VoIP) network, a cellular network, and any other type of packet-switched or circuit-switched network known in the art. In addition, it can be appreciated that the communication network  104  need not be limited to any one network type, and instead may be comprised of a number of different networks and/or network types. As one example, embodiments of the present disclosure may be utilized to increase the efficiency of a grid-based contact center. Examples of a grid-based contact center are more fully described in U.S. Patent Publication No. 2010/0296417 to Steiner, the entire contents of which are hereby incorporated herein by reference. Moreover, the communication network  104  may comprise a number of different communication media such as coaxial cable, copper cable/wire, fiber-optic cable, antennas for transmitting/receiving wireless messages, and combinations thereof. 
     The communication devices  108  may correspond to customer communication devices. In accordance with at least some embodiments of the present disclosure, a customer may utilize their communication device  108  to initiate a work item, which is generally a request for a processing resource  112 . Illustrative work items include, but are not limited to, a contact directed toward and received at a contact center, a web page request directed toward and received at a server farm (e.g., collection of servers), a media request, an application request (e.g., a request for application resources location on a remote application server, such as a SIP application server), and the like. The work item may be in the form of a message or collection of messages transmitted over the communication network  104 . For example, the work item may be transmitted as a telephone call, a packet or collection of packets (e.g., IP packets transmitted over an IP network), an email message, an Instant Message, an SMS message, a fax, and combinations thereof. In some embodiments, the communication may not necessarily be directed at the work assignment mechanism  116 , but rather may be on some other server in the communication network  104  where it is harvested by the work assignment mechanism  116 , which generates a work item for the harvested communication, such as social media server  130 . An example of such a harvested communication includes a social media communication that is harvested by the work assignment mechanism  116  from a social media network or server. Exemplary architectures for harvesting social media communications and generating work items based thereon are described in U.S. patent application Ser. Nos. 12/784,369, 12/706,942, and 12/707,277, filed Mar. 20, 1010, Feb. 17, 2010, and Feb. 17, 2010, respectively, each of which is hereby incorporated herein by reference in its entirety. 
     The format of the work item may depend upon the capabilities of the communication device  108  and the format of the communication. In particular, work items are logical representations within a contact center of work to be performed in connection with servicing a communication received at the contact center (and more specifically the work assignment mechanism  116 ). The communication may be received and maintained at the work assignment mechanism  116 , a switch or server connected to the work assignment mechanism  116 , or the like until a resource  112  is assigned to the work item representing that communication at which point the work assignment mechanism  116  passes the work item to a routing engine  132  to connect the communication device  108 , which initiated the communication with the assigned resource  112 . 
     Although the routing engine  132  is depicted as being separate from the work assignment mechanism  116 , the routing engine  132  may be incorporated into the work assignment mechanism  116  or its functionality may be executed by the work assignment engine  120 . 
     In accordance with at least some embodiments of the present disclosure, the communication devices  108  may comprise any type of known communication equipment or collection of communication equipment. Examples of a suitable communication device  108  include, but are not limited to, a personal computer, laptop, Personal Digital Assistant (PDA), cellular phone, smart phone, telephone, or combinations thereof. In general each communication device  108  may be adapted to support video, audio, text, and/or data communications with other communication devices  108  as well as the processing resources  112 . The type of medium used by the communication device  108  to communicate with other communication devices  108  or processing resources  112  may depend upon the communication applications available on the communication device  108 . 
     In accordance with at least some embodiments of the present disclosure, the work item is sent toward a collection of processing resources  112  via the combined efforts of the work assignment mechanism  116  and routing engine  132 . The resources  112  can either be completely automated resources (e.g., Interactive Voice Response (IVR) units, processors, servers, or the like), human resources utilizing communication devices (e.g., human agents utilizing a computer, telephone, laptop, etc.), or any other resource known to be used in contact centers. 
     As discussed above, the work assignment mechanism  116  and resources  112  may be owned and operated by a common entity in a contact center format. In some embodiments, the work assignment mechanism  116  may be administered by multiple enterprises, each of which has its own dedicated resources  112  connected to the work assignment mechanism  116 . 
     In some embodiments, the work assignment mechanism  116  comprises a work assignment engine  120 , which enables the work assignment mechanism  116  to make intelligent routing decisions for work items. In some embodiments, the work assignment engine  120  is configured to administer and make work assignment decisions in a queueless contact center, as is described in U.S. patent application Ser. No. 12/882,950, the entire contents of which are hereby incorporated herein by reference. In other embodiments, the work assignment engine  120  may be configured to execute work assignment decisions in a traditional queue-based (or skill-based) contact center. 
     The work assignment engine  120  and its various components may reside in the work assignment mechanism  116  or in a number of different servers or processing devices. In some embodiments, cloud-based computing architectures can be employed whereby one or more components of the work assignment mechanism  116  are made available in a cloud or network such that they can be shared resources among a plurality of different users. Work assignment mechanism  116  may access customer database  118 , such as to retrieve records, profiles, purchase history, previous work items, and/or other aspects of a customer known to the contact center. Customer database  118  may be updated in response to a work item and/or input from resource  112  processing the work item. 
     In one embodiment, a message is generated by customer communication device  108  and received, via communication network  104 , at work assignment mechanism  116 . The message received by a contact center, such as at the work assignment mechanism  116 , is generally, and herein, referred to as a “contact.” Routing engine  132  routes the contact to at least one of resources  112  for processing. 
       FIG. 2  illustrates system  200  in accordance with at least some embodiments of the present disclosure. In one embodiment, emergent event  202  is being reported by first PSAP caller  204  and second PSAP caller  210  utilizing first user device  206  and second user device  212 , respectively. One or more of a number of resources  112  may then process calls via interactions utilizing PSAP server  216 . First user device  206  and second user device  212  may be selected from customer communication devices  108  having at least an ability to communicate using a data channel. Position  208  is the spatial and/or positional relationship between emergent event  202  and first PSAP caller  204 . Position  208  may comprise one or more of distance, direction, height, line of sight, etc. Similarly, position  214  describes a spatial and/or positional relationship between emergent event  202  and second PSAP caller  210  and may comprise one or more of distance, direction, height, line of sight, etc. First user device  206  and second user device  212  each comprises functionality beyond that required for voice-only communications. More specifically, first user device  206  and second user device  212  are each operable to establish a data channel with PSAP server  216  for interactions therewith. Optionally, one or more of first user device  206  and second user device  212  comprise functionality to take photos, take video, capture audio, receive GPS data, send and receive text messages, launch applications, and otherwise perform functions generally associated with a, “smart phone.” 
     Resources  112  may, as more fully described with respect to  FIG. 1 , may comprise a human agent, automated agent, or a combination (e.g., a human agent utilizing a computer, telephony endpoint, or other device to facilitate interactions comprising speech, text, video, images, data files, location information, URLs, or other media types). First user device  206  and second user device  212  interact with the PSAP server  216  and agent interaction devices connected thereto via the communication network  104 . In some embodiments, the PSAP server  216  enables a single resource  112  to simultaneously interact with multiple users and/or user devices via various communication channels. As an example, PSAP server  216  may initially receive a voice-channel communication (e.g., POTS, cellular-based voice, etc.) or a voice portion of a data channel (e.g., VoIP, SIP, etc.) utilizing first user device  206  and/or second user device  212 . The interaction between a user device (e.g., first user device  206 ) and PSAP server  216  may be initiated using a data channel, even if the data channel is initially used only for voice, the data channel may be further utilized for the transfer of multimedia and/or other content as described herein. If the interaction is initiated with a voice-only communication channel, PSAP server  216 , may prompt the user device and/or user to cause their respective user device (e.g., first user device  206 , second user device  212 , etc.) to establish a data interaction connection. The establishment of a data channel is provided to convey data packets, such as Internet Protocol (IP) packets over communication network  104  and may further comprise a WebRTC, web (e.g., HTML5), or other data channel paradigm. In one embodiment, a data channel connection is established for each of first user device  206  and second user device  212 . 
     In another embodiment, PSAP server  216  combines calls when they are associated with the same emergent event, such as emergent event  202 . It should be noted that the term “call,” as used herein includes, but is not limited to, voice-based audio communications and may comprise video, images, text, data, and/or other content. PSAP server  216  may further prioritize calls in a call queue for processing by a resource  112 , herein resource  112 . PSAP server  216  may determine first PSAP caller  204  and second PSAP caller  210  are each reporting emergent event  202  based upon one or more factors, such as commonality between position  208  and position  214 , geospatial coordinates reported from a GPS sensing module within first user device  206  and/or second user device  212 , spoken position determined from a speech to text module, description of emergent event  202 , identification of first PSAP caller  204  by second PSAP caller  210  or vice versa, position related to a landmark, and/or other description of emergent event  202 , position of one of first PSAP caller  204  relative to second PSAP caller  210 , position relative to an actual or potential expansion of emergent event  202 , position relative to an actual or potential extension of emergent event  202 , and/or other position or location. For example, first PSAP caller  204  may report emergent event  202  (e.g., a fire) and second PSAP caller  204  may report emergent event  202  (e.g., smoke coming from behind a building between second PSAP caller  204  and emergent event  202 ). An example of a potential extension may comprise second PSAP caller  204  being able to determine whether an emergent event  202  (e.g., a fire) has spread to a location not visible by first PSAP caller  204 . An example of an extension of an emergent includes second PSAP caller  210  reporting a suspicious occupant of a parked car while close by, first PSAP caller  204  is reporting the location of an apparent robbery, second PSAP caller  210  may be reporting an extension of emergent event  202 , namely the presence of a potential get-a-way driver for the robbers. 
     In another embodiment, PSAP server  216  may be the initiator of the data channel connection with one or more of first PSAP caller  204 , via first user device  206 , and second PSAP caller, via second user device  212 . The call may be triggered by a voice-only call, text message, or other communication leading to the establishment of the data channel connection. In one embodiment, PSAP server  216  may receive location information for first user device  206  and/or second user device  212  as being proximate to emergent event  202  and/or a in a location suitable to assist in the gathering of information by PSAP server  216  and/or resource  112  and/or mitigating emergent event  202 . In another embodiment, the location of first user device  206  and/or second user device  212  may be determined by PSAP server  216  upon accessing social media content on social media server  218  that was provided by first PSAP caller  204  and/or second PSAP caller  210 , respectively, such as media files and/or commentary associated with emergent event  202 . 
     PSAP server  216  may, at any point while engaged in interaction with first user device  206  and/or second user device  212 , obtain information from secondary sources. One secondary source is social media server  218 . Social media server  218  may be prompted, such as by searching for key terms related to emergent event  202  to receive social media content related to emergent event  202 . In another embodiment, social media server  218  may report emergent event  202 , or events similar to emergent event  202 , to PSAP server  216  as a push announcement. Emergent event  202  may comprise a number of issues, which must be prioritized and potentially addressed by responders. For example, emergent event  202  may be a fire and warrant a response by firefighters, but also dispatch an appropriate number of ambulances, and/or low-priority responders, such as traffic officers to redirect traffic issues around emergent event  202 . 
     Resource  112  may engage in interaction with first user device  206  and/or second user device  216  directly, or via an input to PSAP server  216 , which provides interactions thereto. Resource  112  may specifically provide data channel content to first PSAP caller  204  and second PSAP caller  210 , comprising instructions, inquiries, or other content at the same time and yet dissimilar in terms of media type, content sent, content received, or other differentiator. For example, emergent event  202  may comprise a medical emergency, such as a victim suffering a heart attack. In one embodiment, resource  112  may initiate, approve, and/or supervise PSAP server  216  issuing instructions to first PSAP caller  204  and/or second caller  218  to play an animation illustrating cardiopulmonary resuscitation (CPR) while at the same time the other of first PSAP caller  204  and second PSAP caller  210  receives instructions to view the video and prepare to begin CPR on the victim. As a benefit, first PSAP caller  204  may position first user device  206 , playing the CPR instructions, such that second PSAP caller  210  is able to see and/or hear (second PSAP caller  210  being unable to use or hold second user device  212  while in the act of performing CPR). As a further example, second user device  212  may present additional audio or video instructions received from medical personnel and/or receive video/audio from first user device  206 . In yet another example, PSAP server  216 , optionally with guidance and/or instructions and/or supervision from resource  112 , may communicate with first user device  206  and second user device  212  to help guide emergency responders. PSAP server  216  may select one location for first PSAP caller  204  and provide to first PSAP caller  204  instructions as to where first PSAP caller  204  should position themselves, such as by causing first user device  206  to display directions and/or a map. Similarly, PSAP server  216 , with direction and/or supervision of resource  112 , may provide a different location for second PSAP caller  210  to position themselves whereby the instructions are similarly delivered by map, or other instructions delivered to a second user device  212 . As a benefit, responders may find the location of emergent event  202  with the assistance of first PSAP caller  204  and a first location and second PSAP caller  210  at a second location. 
     PSAP server  216  may additionally select one or more of the callers, such as second PSAP caller  210 , to communicate via second user device  212 , with third-party device  222  and thereby establish a direct interaction with third-party  220 . Third party  220  may be an on-site responder or other party who is or may become engaged to mitigate emergent event  202 . 
       FIG. 3  illustrates interaction  300  in accordance with at least some embodiments of the present disclosure. In one embodiment, first PSAP caller  204 , utilizing first user device  206  (not shown), establishes data connection  302  with PSAP server  216 . Second PSAP caller  210 , utilizing second user device  210  (not shown), then establishes a data connection with PSAP server  216  at step  304 . PSAP server may be a stand-alone component or comprise, be compromised by, or co-processing with components of the PSAP server, including, but not limited to, one or more of work assignment mechanism  116 , work assignment engine  120 , routing engine  132 , and automated resources  112 . Optionally, PSAP server  216  may query, at step  306 , social media server  218  to receive event details  308  regarding an emergent event, such as emergent event  202 . PSAP server  216  may query social media server  218  or alternatively social media server  218  may provide event details at step  308  as push notifications. Furthermore, query step  306  and/or receiving event details step  308  may be performed prior, during, or after to one or more of step  302  and  304 . Step  310  then determines commonality for the emergent event provided by two or more of first PSAP caller  204 , second PSAP caller  210 , and social media server  218 . If one of first PSAP caller  204 , second PSAP caller  210 , or social media server  218  is reporting a different event the different event may be processed separately from emergent event  202 . 
     While automation is obtainable from the embodiments disclosed herein, resource  112  may supplement the interactions established during steps  302 ,  304 . For example, interactions step  312 , and optionally at any point until interaction with first PSAP caller  204  and/or second PSAP caller  210  has been terminated, may comprise interactions from resource  112  (e.g., images, speech, etc.). In another embodiment, resource  112  may approve, trigger, and/or monitor interactions to or from PSAP server  216  with PSAP server  216  determining the content and/or form of the interactions with each of first user device  206  and second user device  212 , simultaneously at step  314 . Interactions performed at steps  316  and  318  may differ in terms of content and/or media type and may further differ in terms of media type originating from first user device  206  as compared to second user device  212 . For example first PSAP caller  204  may receive content comprising instructions, such as to go to the corner of First and Main Street to direct emergency responders. Whereas second PSAP caller  210  may receive content comprising instructions, such as to go to the corner of Second and Elm Street to provide additional guidance to emergency responders or direction for a different emergency responder. In another example, first PSAP caller  206  may provide a first set of video images of emergent event  202  while second PSAP caller  210  provides a second set of video images, still images, audio, or other different media and/or media type. Media type may differ in terms of audio, video, text, position information, etc. For example, first PSAP caller  204  may receive audio instructions via first user device  206  for the performance of CPR and second PSAP caller  210  may receive video instructions, such as to hold in a position visible to first PSAP caller  204  while performing CPR. 
     Step  320  may execute once, periodically, upon an event, or continually, such as to evaluate information received from one or more of first PSAP caller  204 , second PSAP caller  210 , and optionally social media server  218 . For example, PSAP server  216  may already be aware of emergent event  202 . The report by first PSAP caller  204  and second PSAP caller  210  is therefore de-prioritized, to better avoid overwhelming resource  112  with what is likely already known information. Typically, calls are answered by resource  112  in a FIFO queue order. However, step  320  may determine that second interaction  318  provides content to PSAP server  216  that is different and determined, by step  320 , to be more relevant than that of first interaction received at step  316 . For example second PSAP caller  210  may be providing still images or video information regarding the emergent event. Second PSAP caller  210  may then be placed in a higher position in the queue to connect with resource  112 , the content of the still or video may or may not be evaluated for relevancy as it may be assumed that a video feed proximate to emergent event  202  is relevant. Step  322  may then reprioritize the queue order such that second PSAP caller  210  is processed prior to first PSAP caller  204 . 
     In another embodiment, step  324  provides for the establishment of a data channel connection between second PSAP caller  210  and third-party  220 , utilizing third party device  222  (not shown). Third-party data channel connection at step  324  may be provided in response to a prompt from PSAP server  216  and/or resource  112 . Third-party  220  may be, for example, an on-site responder, en-route responder, or other party selected by PSAP server  216  and/or resource  112 . As a further embodiment, second PSAP caller  210  may establish a non-data channel interaction with third-party  220 , such as when third-party  220  is unable to establish a data channel interaction. 
     Following step  322 , step  326  provides for the reprioritized interaction of first PSAP caller  204  for interaction with resource  112 . Similar to that described above with respect to step  324 , first PSAP caller  204  may also be prompted to establish a data channel connection with third-party  220  or another party (not shown). 
       FIG. 4  illustrates a first view of first user device  206  in accordance with at least some embodiments of the present disclosure. In one embodiment,  FIG. 4  illustrates first user device  206 , albeit in an exaggerated form to more clearly illustrate potential content displayed thereon, but typically not at the same time, such as when a non-exaggerated form includes a scrolling or paging feature. First user device  206  comprises input and output means, such as speaker  402 , microphone  404 , and touch display  406 . Other input and output components, not shown, include antenna to enable cellular, Wi-Fi, and GPS functionality as well as other electromagnetic and/or mechanical signal receivers, transmitters, and processors. First user device  206  may also comprise still and/or video camera, speakerphone, etc. 
     In one embodiment, first user device  206  has established a data channel interaction with PSAP server  216 . Touch display  406  presents various options for interacting with PSAP server  216  and/or resource  112 . For example, portion  408  prompts the user to take and send a picture of the emergent event for use by PSAP personnel, such as resource  112 , and/or third-party  220 , or other parties operable to mitigate the emergent situation. Portion  410  provides the user with a means to initiate capturing and/or sending video of the emergent event to appropriate personnel. While audio communications may be provided via the data channel and/or a voice-only channel, other content is exchanged via the data channel, content such as messages  412 ,  416 ,  420 ; video; images; and/or position data. In another example, message  412  provides instructions for the user of device  206  to relocate to a certain position. Button  414 , such as a “soft button,” provides a means for first user  204  to launch a map application on first user device  206  (see  FIG. 5 ). Alternatively, the map application may automatically launch without receiving any human input to first user device  206 . 
     In another embodiment, button  418  provides a trigger to initiate a connection with a third-party  220 . For example, PSAP server  216  may provide a telephone number of an en route responder that, upon selecting portion  418 , causes first user device  206  to initiate a telephone call to the responder. In another example, PSAP server causes first user device  206  to connect to third party  220  via data channel and may further initiate the connection without human input to first user device  206 . As can be appreciated by those of ordinary skill in the art, other connections types may also be made with third party  220  (e.g., Bluetooth, near-field communications, infrared, social media, etc.) to convey voice, video, images, data files, position information, and/or other content. PSAP server  216  may monitor and/or supplement the interaction between first user  204  and third party  220 . In another embodiment, interaction content, such as multimedia data, may be captured by first user device  206  and sent to PSAP server  216  and optionally for presentation to resource  112 , interaction content and/or links to obtain the interaction content may also be received from PSAP server  216 . For example, message  420  comprises instructions to play a CPR video, which would then be launched upon selecting button  422 . 
     The multimedia content provided over the data channel may comprise audio, video, data files, URLs, GPS coordinates, animations, instructions, and/or other content, which may be helpful in mitigating the emergent situation. The data channel may be established as point-to-point (e.g., first user device  206  to/from PSAP server  216 , second user device  212  to/from third party device  222 , etc.), one-to-many (e.g., first user device  206  to/from a combination of PSAP server  216 , third party device  222 , etc.), many-to-one, and/or many-to-many. 
       FIG. 5  illustrates a second view of first user device  206  in accordance with at least some embodiments of the present disclosure. In one embodiment, first user device  206  has launched a map application, such as by the user selecting button  414  or as an automatic response to a signal received from PSAP server  216  to open the map application. In another embodiment, first user device  206  executes the mapping application comprising button  502  to return to the emergency services panel, see  FIG. 4 , such as when the user needs to provide or receive additional information from/to PSAP server  216  and/or resource  112 . The map application may include a graphical display  504  to assist the user in navigating to the desired location. The map application may also comprise text-based instructions provided in message  506  and as a further option, audio instructions provided by spoken text  508  presented by speaker  402 . 
     The map application may also report the location of first user device  206 , and thereby first user  204 , to PSAP server  216 , agent  216 , second user  210 , and/or third party  220 . The map application may also receive inputs, such as to enable first user  204  to touch a spot on a map and have the associated location conveyed to another party and/or PSAP server  216 . 
       FIG. 6  illustrates process  600  in accordance with at least some embodiments of the present disclosure. In one embodiment, process  600  starts as a response to a voice call. However, establishing a data channel without having first established a voice channel is also provided herein. Step  602  establishes the data channel with first PSAP caller  204 , whether in response to a voice channel or as a first channel of communication. Next, step  604  establishes a data connection with the second PSAP caller  210 . As described with respect to step  602 , step  604  may also be in response to a voice channel connection or omitting the voice channel connection and first connecting via a data channel. 
     Step  606  determines whether first PSAP caller  204  and/or second PSAP caller  210 , via the data channels established during step  602  and  604  respectively, are reporting the same emergent event (e.g., emergent event  202 ). If step  606  determines they are not reporting the same event, processing may continue to step  608  whereby the calls are processed as separate calls. The separate calls may each initiate their own respective process  600 . 
     Upon step  606  determining first  204  and second PSAP caller  210  are reporting the same emergent event, processing continues to step  610 . Step  610  simultaneously interacts with the first PSAP caller  204  and second PSAP caller  210  albeit differently, as described herein. Optionally, step  612  obtains social media content related to the emergent event. Step  614  determines whether a reprioritization is required. If no, processing continues to step  618  where calls are presented to an agent, such as resource  112 , in the queue order. If yes, processing continues to step  616  whereby the queue is re-prioritized, such as second PSAP caller  210  is moved ahead of first PSAP caller  204 . Upon completion of step  616 , processing continues to  618  where the agent is presented with the callers in the queue order. 
     In the foregoing description, for the purposes of illustration, methods were described in a particular order. It should be appreciated that in alternate embodiments, the methods may be performed in a different order than that described. It should also be appreciated that the methods described above may be performed by hardware components or may be embodied in sequences of machine-executable instructions, which may be used to cause a machine, such as a general-purpose or special-purpose processor (GPU or CPU) or logic circuits programmed with the instructions to perform the methods (FPGA). These machine-executable instructions may be stored on one or more machine-readable mediums, such as CD-ROMs or other type of optical disks, floppy diskettes, ROMs, RAMs, EPROMs, EEPROMs, magnetic or optical cards, flash memory, or other types of machine-readable mediums suitable for storing electronic instructions. Alternatively, the methods may be performed by a combination of hardware and software. 
     Specific details were given in the description to provide a thorough understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits may be shown in block diagrams in order not to obscure the embodiments in unnecessary detail. In other instances, well-known circuits, processes, algorithms, structures, and techniques may be shown without unnecessary detail in order to avoid obscuring the embodiments. 
     Also, it is noted that the embodiments were described as a process, which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block diagram. Although a flowchart may describe the operations as a sequential process, many of the operations can be performed in parallel or concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed, but could have additional steps not included in the figure. A process may correspond to a method, a function, a procedure, a subroutine, a subprogram, etc. When a process corresponds to a function, its termination corresponds to a return of the function to the calling function or the main function. 
     Furthermore, embodiments may be implemented by hardware, software, firmware, middleware, microcode, hardware description languages, or any combination thereof. When implemented in software, firmware, middleware or microcode, the program code or code segments to perform the necessary tasks may be stored in a machine-readable medium, such as storage medium. A processor(s) may perform the necessary tasks. A code segment may represent a procedure, a function, a subprogram, a program, a routine, a subroutine, a module, a software package, a class, or any combination of instructions, data structures, or program statements. A code segment may be coupled to another code segment or a hardware circuit by passing and/or receiving information, data, arguments, parameters, or memory contents. Information, arguments, parameters, data, etc. may be passed, forwarded, or transmitted via any suitable means including memory sharing, message passing, token passing, network transmission, etc. 
     While illustrative embodiments of the disclosure have been described in detail herein, it is to be understood that the inventive concepts may be otherwise variously embodied and employed, and that the appended claims are intended to be construed to include such variations, except as limited by the prior art.

Technology Category: h