USRE49716E1 - Method for processing solicited multimedia files - Google Patents

Abstract

Methods and systems for processing multimedia files associated with an incident. One method includes receiving a request to submit a multimedia file associated with the incident and, in response to receiving the request, transmitting a text message including an identifier of the incident to a communication device. The method also includes receiving, at the answering point, a reply to the text message, the reply including the multimedia file and the identifier, and storing, at the answering point, the multimedia file including using the identifier to link the multimedia file to an incident record for the incident.

Description

BACKGROUND OF THE INVENTION

Individuals increasingly use portable electronic devices (e.g., cellular phones, tablet computers, and the like) to record multimedia files (e.g., image files, video files, audio files, and combinations thereof) that capture information that may be of interest to various organizations, including but not limited to law enforcement, emergency services, medical service providers, insurance companies, customer service centers, help desk centers, event organizations, and the like. Accordingly, individuals often contact an answering point provided by one of these organizations and ask to submit these multimedia files. Organizations, after confirming the legitimacy of the request, may be disposed to accept the multimedia files because they may contain useful information. For example, within the context of a public safety answering point (e.g., anext generation 911 answering point), the multimedia file may contain evidence for an investigation, information that may aid deployment of emergency services, or other useful information.

Current procedures for authorizing, receiving, reviewing, and logging solicited multimedia received by an answering point include a patchwork of processes, which cannot efficiently handle the increasing number of multimedia file solicitations from individuals. For example, in existing systems, individuals may be instructed to submit multimedia files via email. These files are then manually processed. For example, the files may be scanned for malicious or inappropriate content, reviewed to determine their value, and associated with a related data record. Follow-up responses in the form of text messages, emails, and/or telephone calls may also be required if the individual does not include the information needed to identify the related data record. For example, the more time that passes between an initial contact with an answering point and the submission of a multimedia file, the more difficult it often becomes to associate the submitted file with a related data record. Accordingly, existing systems and methods rely on a number of manual steps that could not only become burdensome to answering point personnel but also prove ineffective as the number of solicitations increases.

Accordingly, there is a need for a method for processing solicited multimedia files.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

The accompanying figures, where like reference numerals refer to identical or functionally similar elements throughout the separate views, together with the detailed description below, are incorporated in and form part of the specification, and serve to further illustrate embodiments of concepts that include the claimed invention, and explain various principles and advantages of those embodiments.

FIG.1 is a block diagram of a system for processing solicited multimedia files in accordance with some embodiments.

FIG.2 is a flowchart of a method of operating an answering point to authorize a multimedia file submission in accordance with some embodiments.

FIG.3A andFIG.3B illustrate a graphical user interface for providing authorization of a multimedia file submission in accordance with some embodiments.

FIG.4 is an illustration of a dialog box for providing authorization of a multimedia file submission in accordance with some embodiments.

FIG.5 is a flowchart of a method of operating an answering point to link a multimedia file to an incident record in accordance with some embodiments.

Skilled artisans will appreciate that elements in the figures are illustrated for simplicity and clarity and have not necessarily been drawn to scale. For example, the dimensions of some of the elements in the figures may be exaggerated relative to other elements to help to improve understanding of embodiments of the present invention.

The apparatus and method components have been represented where appropriate by conventional symbols in the drawings, showing only those specific details that are pertinent to understanding the embodiments of the present invention so as not to obscure the disclosure with details that will be readily apparent to those of ordinary skill in the art having the benefit of the description herein.

DETAILED DESCRIPTION OF THE INVENTION

Some exemplary embodiments of the invention include a method for operating an answering point to process multimedia files associated with an incident. In one embodiment the method includes receiving a request to submit a multimedia file associated with the incident and, in response to receiving the request, transmitting a text message including an identifier of the incident to a communication device. The method also includes receiving, at the answering point, a reply to the text message, the reply including the multimedia file and the identifier, and storing, at the answering point, the multimedia file including using the identifier to link the multimedia file to an incident record for the incident.

FIG.1 schematically illustrates asystem10 for processing solicited multimedia files from individuals who contact an answering point regarding an incident. Some embodiments of thesystem10 may include systems associated with an insurance company that receives multimedia files relating to insurance claims, a medical service provider that receives multimedia files from relating to a medical condition, a help desk center that receives multimedia files relating to a technical support request, and the like. In particular, as used herein, the term “incident” can include any type of event or situation, for which an organization wants to control multimedia file submissions and provide a mechanism for linking multimedia file submissions with other information related to the event or situation.

As shown inFIG.1, for illustrative purposes only, thesystem10 could be a next generation 911 (NG911) system. However, as noted above, thesystem10 may be any similar system for processing incident information. Thesystem10 includes ananswering point12, atelephone network14, and acellular network16. Within anext generation 911 system, the answeringpoint12 may be referred to as a “public safety answering point.” The answeringpoint12 includes acommunications network18, atext control center20, adispatch computer22, adispatch terminal24, and adatabase26. For ease of description, thesystem10 illustrated inFIG.1 includes asingle answering point12,telephone network14, andcellular network16. Other embodiments may include more than one answeringpoint12,telephone network14, orcellular network16. Similarly, some embodiments may include ananswering point12 with more than onecommunications network18,text control center20,dispatch computer22,dispatch terminal24, ordatabase26.

Acall taker28 may interact with thedispatch terminal24 to answer communications received at theanswering point12 and access and modify data stored in thedatabase26. Within anext generation 911 system, the answeringpoint12 may perform computer aided dispatch (CAD) operations for law enforcement and other emergency services. Computer aided dispatch operations are known, and, therefore, for ease of description, they will not be described in detail. In alternative embodiments, the answeringpoint12 is configurable to perform computerized customer service and call center operations.

Communications received at theanswering point12 may include voice communications (i.e., voice calls) received over thetelephone network14 and thecellular network16. Thetelephone network14 includes the public switched telephone network (PSTN). Additionally or alternatively, in some embodiments, thetelephone network14 includes one or more voice over IP (VoIP) telephone networks. Also, in some embodiments, as an alternative to or in addition to thetelephone network14 and thecellular network16, the answeringpoint12 receives other types of voice communications, including, for example, two-way radio communications and citizens band (CB) radio communications. Accordingly, in some embodiments, the answeringpoint12 communicates with communication networks in addition to thetelephone network14 and thecellular network16.

Similarly, communications received at theanswering point12 may include data communications, including, for example, short message service (SMS) messages and multimedia message service (MMS) messages (collectively referred to herein as “text messages”), email messages, pages, instant messages, and the like. Accordingly, in some embodiments, the answeringpoint12 communicates with communication networks in addition to thetelephone network14 and thecellular network16, such as the Internet or other public or private data networks.

Thecommunications network18 electrically interconnects thedispatch computer22, thedatabase26, and other electronic components (not shown) included in theanswering point12. Thecommunications network18 also connects the answeringpoint12 to thetelephone network14. As illustrated inFIG.1, in some embodiments, the answeringpoint12 communicates with thecellular network16 through thetelephone network14. In other embodiments, the answering point12 (e.g., through the communications network18) communicates directly with thecellular network16. As noted above, in some embodiments, thecommunications network18 also connects the answeringpoint12 with other communication networks, such as a two-way radio communication network, a citizens band communication network, the Internet, or other private or public networks. Furthermore, in some embodiments, thecommunications network18 connects the answeringpoint12 to another answering point.

Thecommunications network18 passes voice and data traffic to, from, and within the answeringpoint12 using suitable network protocols and network equipment. Thecommunications network18 may also originate and terminate voice calls over thetelephone network14 and thecellular network16. In some embodiments, thecommunications network18 also transmits and receives text messages using the text control center20 (“TCC”) and thecellular network16. In these situations, thetext control center20 acts as a gateway between the answeringpoint12 and thecellular network16 by exchanging text messages (including performing any necessary conversions) between the answeringpoint12 and thecellular network16. In some embodiments, functionality described herein as being performed by thetext control center20 can be performed by thedispatch computer22 or vice versa. For example, in some embodiments, thetext control center20 can be incorporated into thedispatch computer22 or another component of theanswering point12.

In some embodiments, thedispatch computer22 includes, among other things, a processor (e.g., a microprocessor or another suitable programmable device), a memory (i.e., a computer-readable storage medium), and an input/output interface (not shown). The processor, the memory, and the input/output interface, as well as the other various modules are connected by one or more control or data buses. The use of control and data buses for the interconnection between and communication among the various modules and components would be known to a person skilled in the art in view of the invention described herein.

The memory may include a program storage area and a data storage area. The processor is connected to the memory and executes computer readable instructions (“software”) stored in a random access memory (RAM) of the memory (e.g., during execution), a read only memory (ROM) of the memory (e.g., on a generally permanent basis), or another non-transitory computer readable medium. For example, software for processing solicited multimedia files, as described in below, may be stored in the memory. Also, within anext generation 911 system, software for computer aided dispatch operations may be stored in the memory. The software may include firmware, one or more applications, program data, filters, rules, one or more program modules, and/or other executable instructions. The processor is configured to retrieve software from the memory and execute the software.

Thedispatch computer22 is electrically connected to thedispatch terminal24. Thedispatch terminal24 includes one or more input devices, output devices, or input and output devices including, for example, one or more displays, keyboards, keypads, mice, joysticks, touchscreens, speakers, microphones, and headsets. Thedispatch computer22 receives input from and provides output to thecall taker28 through thedispatch terminal24. Thedispatch computer22 and thedispatch terminal24 are capable of originating and terminating voice calls and text message communications, either alone, or by interfacing with network equipment (not shown) in thecommunications network18.

Thedatabase26 electronically stores information regarding incidents (e.g., incident records). For example, within anext generation 911 system, thedatabase26 may store information relating to aided dispatch operations (e.g., information relating to emergency events and public safety events). Thedispatch computer22 is configurable to read and write such information to and from thedatabase26. In the illustrated embodiment, thedatabase26 is a database housed on a suitable database server (not shown) and accessible by thedispatch computer22 over thecommunications network18. In alternative embodiments, thedatabase26 may be located on a computer external to theanswering point12 and accessible by thedispatch computer22 over one or more networks.

Thecall taker28 may be a dispatcher trained to handle incident communications. For example, within anext generation 911 system, thecall taker28 may be a public safety dispatcher trained to handle emergency communications. As noted above, these communications can include voice communications (e.g., voice calls) and data communications (e.g., text messages, email messages, pages, and the like). Based on the received communications, thecall taker28 uses thedispatch terminal24 to manually dispatch the appropriate services to handle incidents reported by individuals. Alternatively or in addition, thedispatch computer22 may be configured to automatically dispatch appropriate services. Thedispatch computer22 and thedispatch terminal24 may also receive data input by thecall taker28, which is saved to the database. Generally, regardless of how or when an individual communicates with the answeringpoint12 about an incident, information about the communication is stored in thedatabase26.

For example, as illustrated inFIG.1, an individual30 may place a voice call to theanswering point12 using a communication device, such as atelephone32 connected to thetelephone network14. For example, as an example with anext generation 911 system, an individual30 may use thetelephone32 to report arobbery34. Thetelephone32 initiates the voice call, which is routed through thetelephone network14 to theanswering point12. Thedispatch computer22 generates and stores one or more records in thedatabase26 based on the voice call. For example, in some embodiments, thedispatch computer22 generates a call record for each communication received by the answeringpoint12. Thedispatch computer22 may also modify a created call record in response to commands received from thecall taker28 through the dispatch terminal24 (e.g., change information included in a call record or add information to a call record). In other embodiments,dispatch computer22 also generates a call record in response to commands received from thecall taker28 through thedispatch terminal24. Accordingly, each call record may include information generated by thedispatch computer22 and any information received from thecall taker28 through thedispatch terminal24.

For example, as illustrated inFIG.1, acall record34A is generated based on the voice call received from thetelephone32. Thedatabase26 also stores anincident record34B that is associated with the incident (e.g., the robbery34) reported by the individual30. Theincident record34B can be generated (e.g., automatically or in response to a manual initiation by the call taker28) when a first communication is received for an incident. For example, within the context of anext generation 911 system, if the voice call originated from thetelephone32 contains the first communication received regarding therobbery34, theincident record34B is created when the voice call is received. As described below, if theanswering point12 receives a subsequent communication relating to a previously-reported incident, the answeringpoint12 generates a new call record for the communication and links the new call record with the existingincident record34B (i.e., rather than generating a new incident record). In some embodiments, a call record may be linked to multiple incident records. For example, if a single voice call relates to multiple incidents, a call record associated with the voice call may be linked to multiple incident records. Also, in some embodiments, an incident record may be created prior to any communications received by the answering point12 (e.g., an incident record can be created for each insurance claim submission, each event provided by an event organizer, each piece of technology serviced by a help desk organization, and the like.

Records stored in thedatabase26 include unique identifiers. For example, thecall record34A includes a unique call identifier, and theincident record34B includes a unique incident identifier. Thecall record34A is linked to theincident record34B using the call identifier and the incident identifier. For example, thecall record34A can store the incident identifier of theincident record34B and/or theincident record34B can store the call identifier of thecall record34A. Alternatively or in addition, thedispatch computer22 or thedatabase26 can store a mapping that links unique call identifiers to unique incident identifiers. Thedispatch computer22 uses the mapping to identify one or more unique incident identifiers linked to a particular call identifier.

As another example, an individual36 may place a voice call to theanswering point12 using a communication device, such as awireless device38 connected to thecellular network16. For example, within anext generation 911 system, the individual36 may use thewireless device38 to report anassault40. Thewireless device38 initiates the voice call, which is routed to the answering point12 (e.g., through thetelephone network14 and the cellular network16). Acall record40A is created for the voice call and anincident record40B is created (e.g., if an incident record is not already stored in the database26). Both thecall record40A and theincident record40B are stored in thedatabase26. Alternatively, thewireless device38 may transmit a text message to the answering point12 (i.e., rather than a voice call) regarding theassault40, the text message is routed through thecellular network16 to thetext control center20. Thetext control center20 routes the text message to thecommunications network18. A call record is generated and stored for the received text message as described above for the voice call. A call record for a received text message may include information regarding the text message including, for example, information regarding the individual36 or thewireless device38, time and date information, the text message itself, and the like.

An incident may be witnessed and reported by many individuals. Therefore, in some situations, many individuals may contact theanswering point12 regarding the same incident. Therefore, in some embodiments, a new call record is created for each communication received by the answeringpoint12 for an incident and each new call record is linked to a single incident record. In particular, thedispatch computer22 may be configured to update an existing incident record with new information received from communications received subsequent to the creation of the incident record. For example, as illustrated inFIG.1 within the context of anext generation 911 system, if another phone call or text message relating to therobbery34 is received by the answeringpoint12, anew call record42 is created, which is linked to the existingincident record34B associated with therobbery34. The existingincident record34B may also be updated with information received from the subsequent communication relating to therobbery34.

Thewireless device38 wirelessly communicates with thecellular network16 and, in some embodiments, wirelessly communicates voice calls and text messages. As illustrated, thewireless device38 is a smart phone. In alternative embodiments, thewireless device38 may be, for example, a tablet, personal digital assistant (PDA), a smart watch, or other device that includes, or can be connected to, a network modem or components, which enable wireless network communications (such as a processor, memory, amplifier, antenna, or the like).

Thewireless device38 also records multimedia files including, for example, video files, audio files, and image files. Accordingly, in some situations, thewireless device38 may record a multimedia file capturing data relating to an incident. Thedatabase26 stores such multimedia files and links the multimedia files to incident records (e.g., similar to how a call record is linked to an incident record). For example, as illustrated inFIG.1, amultimedia file40C (e.g., a video file) capturing data regarding an incident (e.g., the assault40) is linked to thecorresponding incident record40B. Similar to a call record, a multimedia file stored in thedatabase26 may be linked to multiple incident records. Thedatabase26 may also store metadata associated with a multimedia file (e.g., within the multimedia file, a linked call record, the linked incident record, and/or another data record). The metadata may include a time and date a multimedia file was created, a geographic location of the device when a multimedia file was created, and the like.

Individuals may offer to provide (e.g., during an initial communication with the answeringpoint12 or as an offer made after or unrelated to an initial communication) recorded multimedia files containing data relating to incidents. To handle these multimedia files, thedispatch computer22 is configured to request, receive, and link multimedia files with incident records stored in thedatabase26.

The process for requesting, receiving, and automatically associating received multimedia files with incident records stored in thedatabase26 may take place in two stages. A first stage may include authorizing a multimedia file request, and a second stage may include associating a submitted multimedia file to an incident record.

FIG.2 illustrates amethod100 for authorizing a multimedia file request received by ananswering point12. As an example, themethod100 is described herein in terms of theanswering point12 receiving a request from an individual36 to submit themultimedia file40C associated with theassault40. Atblock101, the answeringpoint12 receives a communication (e.g., through a voice call or a text message). As described above, thecall record40A is created for the communication, and thecall record40A is linked to theincident record40B. Atblock103, a request to submit themultimedia file40C is received by the answeringpoint12. If the communication includes a text message, the text message can include the request to submit themultimedia file40C.

Atblock105, a confirmation is performed that a communication device capable of receiving a text message is available. If the communication is a text message, this confirmation may not be necessary (e.g., the receipt of the text message indicates that the communication device capable of receiving a text message). Alternatively, if the communication is a voice call, the dispatch computer22 (e.g., through the dispatch terminal24) may prompt thecall taker28 to ask the individual36 whether he or she has a communication device capable of receiving a text message. If a communication device capable of receiving a text message is not available, an alternative method for receiving themultimedia file40C is recommended atblock107. Alternative methods for submitting themultimedia file40C may include sending themultimedia file40C in an email with a reference number or passphrase, submitting themultimedia file40C using a website, or delivering themultimedia file40C to law enforcement on a flash drive or other suitable computer-readable medium.

Some communication devices are capable of transmitting and receiving text messages without being connected to a cellular network. For example, some tablet computers, smart phones, and other computing devices are configured to transmit and receive text messages through the use of a gateway configured to receive a text message on a cellular network and transmit the text message on a different network (e.g., a Wi-Fi network or other data communication network). The gateway is transparent to devices receiving text messages from or transmitting text messages to such devices. Therefore, these types of devices may be considered capable of receiving text messages for purposes of the systems and methods described herein.

If a communication device capable of receiving a text message is available (at block105), a telephone number is obtained for the communication device. In some embodiments, thedispatch computer22 identifies the telephone number for the communication device that is communicating with the answeringpoint12. Thedispatch computer22 may make this identified telephone number available to thecall taker28 through thedispatch terminal24 and may prompt thecall taker28 to ask the individual36 to verify the telephone number as being associated with a communication device capable of receiving a text message. If the individual36 verifies the telephone number, thedispatch computer22 authorizes a text message to automatically-identified telephone number as described below.

Alternatively, a text message to a different telephone number than the telephone number associated with the communication device communicating with the answeringpoint12 may be authorized. For example, if thetelephone32 is communicating with the answeringpoint12, an alternative telephone number may be received. An alternative telephone number may also be received when the communication device communicating with the answeringpoint12 is capable of receiving text messages but does not contain themultimedia file40C.

For example,FIG.3A andFIG.3B illustrate a portion of agraphical user interface108 generated on thedispatch computer22 and displayed on thedispatch terminal24. As illustrated inFIG.3A andFIG.3B, thegraphical user interface108 includes amenu109 including one or more menu selections selectable by thecall taker28. In particular, themenu109 includes an “Authorize Multimedia Prompt”menu selection110. If thecall taker28 selects the “Authorize Multimedia Prompt”menu selection110, a dialog box111 (seeFIG.4) is displayed within thegraphical user interface108. Thedialog box111 prompts thecall taker28 to enter a telephone number. In some embodiments, if an alternative telephone number for receiving a text message is provided, thedispatch computer22 generates a new call record associated with the alternative telephone number and links the new call record to theincident record40B. Alternatively or in addition, in some embodiments, thedispatch computer22 adds the alternative telephone number to thecall record40A.

Thedispatch computer22 is also configured to verify that all call records generated based on the communication (i.e., thecall record40A generated for the initial communication and any additional call records generated) are linked to an incident record at block112 (seeFIG.2). If any call record has not yet been associated with an incident record,dispatch computer22 may associate the call record with an incident record atblock113. In some embodiments, thedispatch computer22 associates a call record with an incident record in response to commands received from thecall taker28 through thedispatch terminal24.

Thedispatch computer22 also receives the authorization for the submission of multimedia files atblock114. This authorization may be received through a selection mechanism displayed within a graphical user interface provided on thedispatch terminal24. For example, as illustrated inFIG.3A andFIG.3B, thecall taker28 may select an “Authorize Multimedia”menu selection115 within thegraphical user interface108 to authorize submission of multimedia files. In some embodiments, if an alternative telephone number is received as described above (seeFIG.4), receiving this telephone number may serve as the authorization for the submission of multimedia files. For example, if a telephone number is received in thedialog box111 as illustrated inFIG.4, selecting the “OK”button116 authorizes the submission of multimedia files from the device associated with the entered telephone number. Accordingly, in these situations, it may not be necessary to select the “Authorize Multimedia”menu selection115 to authorize the submission. It should be understood that in some embodiments the individual communicating with the answeringpoint12 through a communication device may provide input described above as being provided by thecall taker28.

Returning toFIG.2, atblock117, after authorizing the submission of multimedia files, thedispatch computer22 creates a text message. The text message may include plain text instructions for submitting themultimedia file40C. The text message also includes an identifier of the incident. In some embodiments, the identifier is embedded in metadata included with the text message (e.g., a message header) and is not included in the plain text of the text message. In some embodiments, the identifier includes a call identifier for a call record (e.g., thecall record40A or a new call record generated based on a received alternative telephone number). Alternatively or in addition, the identifier includes an incident identifier for an incident record (e.g., theincident record40B). Alternatively or in addition, the identifier may include a unique identifier assigned by the dispatch computer22 (i.e., distinct from a call identifier and an incident identifier). For example, thedispatch computer22 may assign text messages a unique identifier (e.g., sequential numbers or random numbers) and create and store a mapping that maps the assigned unique identifier to one or more call identifiers and/or to one or more incident identifiers. Using this extra layer of mapping provides security by preventing the external communication of identifier associated with records stored in thedatabase26. For example, even if the identifier can be extract from the text message, the identifier provides no information regarding the identifiers of call records or incident records stored in thedatabase26 that otherwise could be used to compromise thedatabase26.

Thedispatch computer22 may assign an expiration term to the text message. The expiration term may be included in the text message (e.g., in the plain text instructions and/or in the metadata) and/or may be stored in the database26 (e.g., in a call record and/or an incident record). The expiration term specifies a date range or deadline for providing a reply to the text message (e.g., three days from transmitting the text message). If a reply to the text message is received after the expiration term, thedispatch computer22 may automatically discard the reply and any multimedia files included in the reply. The expiration term assigned to the text message may be manually specified (e.g., through the graphical user interface108) or set to a default term by thedispatch computer22.

Atblock118, after creating the text message, thedispatch computer22 transmits the created text message to the communication device capable of receiving text message, such as thewireless device38. Transmitting the text message to thewireless device38 may include transmitting the text message to thetext control center20, which translates the created text message into a text message capable of delivery over thecellular network16 or other data communication network and transmits the translated text message to thewireless device38 over the appropriate network.

Before or after transmitting the text message, thedispatch computer22 may display a status message on thedispatch terminal24 informing thecall taker28 that the text message has been transmitted. The status message may include the telephone number that the text message was transmitted. Thedispatch computer22 may also add information to a transaction log, a call record, an incident record, or a combination thereof regarding the text message. In some embodiments, thetext control center20 performs all or a subset of the functionality described above for creating and transmitting the text message.

In an alternative embodiment, rather than directly contacting the answering point12 (e.g., through a voice call, a text message, an email message, a two-way radio communication, a citizens band radio communication, and the like), an individual may verbally communicate with a representation of an organization (e.g., a police officer or other public safety personnel at the scene of a crime or other incident or at another location, such as a police station or customer service or sales representative at a retail location) to make an in-person request to submit multimedia files associated with one or more incidents. In these situations, the individual may provide the representative with a telephone number for a device capable of receiving a text message. The representative may provide this information to the answering point12 (e.g., via a communication with the answeringpoint12 as described above or through verbal communications with a call taker28). The telephone number is received by thedispatch computer22 as described above (e.g., using the dialog box111). A call record is then created and is linked to an incident record (e.g., an existing incident record or a new incident record created by thecall taker28 if necessary) as described above. Similarly, the submission of the multimedia files may be authorized as described above. Alternatively, thegraphical user interface108 may be configured to allow the representative to remotely access theanswering point12 to enter the provided telephone number and authorize the submission of multimedia files as described above.

FIG.5 illustrates amethod200 for associating a submitted multimedia file to an incident record. Again, as an example,method200 is described herein within the context of associating themultimedia file40C submitted using thewireless device38 to theincident record40B. Thewireless device38 receives the text message created by thedispatch computer22. Thewireless device38 is configured to create a reply text message including themultimedia file40C (e.g., as an attachment). Atblock201, thewireless device38 transmits the reply text message to theanswering point12. In some embodiments, thetext control center20 receives the reply text message and routes the reply text message to thedispatch computer22. In some embodiments, thedispatch computer22 displays a message on thedispatch terminal24 informing thecall taker28 that themultimedia file40C was received.

Atblock205, thedispatch computer22 identifies an incident record that the submittedmultimedia file40C should be linked to. For example, the reply to the text message can include similar metadata as the original text message transmitted by the answeringpoint12, including the identifier of the incident. Accordingly, thedispatch computer22 can use the identifier included in the reply to the text message to identify an incident record associated with the submittedmultimedia file40C. For example, as noted above, the identifier of the incident may include a call identifier for a call record. Accordingly, thedispatch computer22 may use the call identifier included in the reply text message to identify thecall record40A stored in thedatabase26. Thedispatch computer22 uses the identifiedcall record40A to identify the associatedincident record40B (e.g., using an incident identifier included in thecall record40A or a mapping that links thecall record40A to theincident record40B).

Alternatively, as noted above, the identifier of the incident may include an incident identifier for an incident record. In these situations, thedispatch computer22 may link themultimedia file40C to theincident record40B without identifying thecall record40A. Similarly, as also noted above, the identifier of the incident may include an identifier assigned by thedispatch computer22 that is mapped to a call identifier and/or an incident identifier through a mapping stored by thedispatch computer22. In these situations, thedispatch computer22 uses the identifier in the reply text message and the mapping to identify the incident record to link themultimedia file40C to.

In some embodiments, a submitted multimedia file is linked to multiple incident records. For example, a reply text message may include multiple identifiers associated with multiple incidents. Alternatively or in addition, the identifier of the incident included in the reply text message may be associated with a call record that is linked to multiple incident records. In these situations, thedispatch computer22 may be configured to link the submitted multimedia file with each incident record that the associated call record is linked to.

After identifying the incident record, thedispatch computer22 determines if themultimedia file40C is available for download (e.g., from the text control center20) to a local memory location (e.g., a folder structure) of the dispatch computer22 (at block207). If themultimedia file40C cannot be downloaded, thedispatch computer22 displays a status message on the dispatch terminal atblock209. In this situation, thedispatch computer22 may re-authorize the individual36 to submit multimedia files (e.g., by transmitting a new authorization text message).

If themultimedia file40C is available for download, themultimedia file40C is downloaded atblock211. In some embodiments, themultimedia file40C is downloaded to a memory location associated with the incident that themultimedia file40C is associated with. For example, thedispatch computer22 may determine a file path for themultimedia file40C based on the identifier of the incident included in the reply text message. In particular, as described above, thedispatch computer22 uses the identifier included in the reply text message to determine an incident record to link the multimedia file to. Thedispatch computer22 may then use the unique incident identifier for the determined incident record to determine a file path for themultimedia file40C. In particular, all multimedia files submitted for a particular incident record may be downloaded to a directory, folder, or other data storage mechanism that has a name that includes a unique incident identifier or a portion thereof. For example, if an incident record has a unique identifier of “012345,” multimedia files linked to the incident record may be downloaded to a memory location designated by the file path “c:\system\downloads\012345,” where “012345” identifies a directory or folder. To preserve the uniqueness of files downloaded to this directory or folder, thedispatch computer22 may determine if the name of a multimedia file to be downloaded exists in the director or folder and may modify the name of the multimedia file if necessary (e.g., append a suffix to the name). The memory location receiving downloaded multimedia files may be included in thedatabase26, a memory module within thedispatch computer22, or another memory module within the answeringpoint12.

Atblock213, after downloading themultimedia file40C, thedispatch computer22 attempts to link themultimedia file40C to theincident record40B (i.e., store themultimedia file40C in thedatabase26 and link themultimedia file40C to theincident record40B as thecall record40A is linked to theincident record40B). Atblock215, if themultimedia file40C cannot be linked to theincident record40B (e.g., thedatabase26 is unavailable or theincident record40B cannot be accessed), themultimedia file40C is left in the memory location where themultimedia file40C was originally downloaded. Thedispatch computer22 may also display a status message on thedispatch terminal24 informing thecall taker28 that themultimedia file40C has not been linked to theincident record40B. As noted above, the memory location originally storing downloaded multimedia files may include directories or folders that uniquely identify a particular incident. Accordingly, the directory or folder name can be used to subsequently link a downloaded multimedia file to an incident record without having to go through the process of identifying the associated incident record as described above.

Atblock217, if themultimedia file40C can be linked to theincident record40B, themultimedia file40C is stored in thedatabase26 and is linked with theincident record40B. In some embodiments, thedispatch computer22 stores themultimedia file40C and metadata associated with themultimedia file40C in thedatabase26. In some embodiments, the metadata includes the identifier included in the reply to the text message, the associated call identifier and/or incident identifier, or both, which allows themultimedia file40C to be linked to theincident record40B.

In some embodiments, if theincident record40B is not yet stored in thedatabase26, an object (e.g., a computer aided dispatch form) is updated with themultimedia file40C. The object can include instructions on how to attach themultimedia file40C when theincident record40B is subsequently submitted to thedatabase26. The object can be locally stored in thedispatch computer22, stored in thedatabase26, or a combination thereof.

After linking themultimedia file40C to theincident record40B in the database26 (or after creating the object storing themultimedia file40C), thedispatch computer22 displays a status message on thedispatch terminal24, logs the transaction (e.g., in theincident record40B), and deletes themultimedia file40C from the memory where themultimedia file40C was originally downloaded.

As noted above, functionality performed by thedispatch computer22 described above may be performed by thetext control center20 or vice versa. For example, in some embodiments, thetext control center20 may store a local mapping of call identifiers and/or incident identifiers and associated text message identifiers. Accordingly, when a reply text message is received, thetext control center20 may be configured to identify the incident record and/or the call record associated with the reply text message using the locally-stored mapping and provide this information to thedispatch computer22. Also, in some embodiments, thetext control center20 may be configured to download multimedia files attached to reply text messages and provide a link to thedispatch computer22 that thedispatch computer22 can use to download the multimedia files.

Transmitting the text message from the answeringpoint12 to the communication device authorizes the submission of a multimedia file. Accordingly, the text message allows the answeringpoint12 to receive multimedia files determined to be informative and relating only to an incident tracked by the answeringpoint12. In particular, allowing unauthorized multimedia file submissions may overload the answeringpoint12 and may cause theanswering point12 to receive and ultimately process multimedia files that are not associated with incidents tracked by the answeringpoint12 or that contain malicious or inappropriate content. Also, the identifier included in the text message allows thedispatch computer22 to link a submitted multimedia file to an existing incident record. This functionality keeps submitted multimedia files linked to incidents tracked by the answeringpoint12 and reduces the need to manual process multimedia files, which, in some situations, may not be able to properly link a multimedia file to a particular incident.

The references to a public safety answering point within anext generation 911 system were provided as one example of an answering point. However, as noted above, the systems and methods described above are not limited to public safety answering points and may be used by various organizations who receive multimedia files from individuals. For example, in alternative embodiments, the answeringpoint12 may be associated with an insurance company that receives multimedia files from a communication device associated with claimant or an adjuster relating to an insurance claim. In particular, the answeringpoint12 may receive a communication (e.g., a voice call) from a communication device relating to a claim against an insurance policy provided by the insurance company, such as for repairs to a vehicle following a car accident or for repairs to a residence after a storm. The received communication may include a request to submit a multimedia file relating to the claim, such as an image of damage to the vehicle or residence. The answeringpoint12 accesses or creates an incident record associated with the claim and creates a call record for the communication as described above. Similarly, the answeringpoint12 authorizes the submission of multimedia files as described above, which causes a text message to be transmitted to communication device capable of receiving a text message. The communication device generates a reply to the text message that includes the multimedia file (e.g., as an attachment). The reply to the text message is transmitted by the communication device to theanswering point12, and theanswering point12 processes the received text message and submitted multimedia file as described above.

As another embodiment, the answeringpoint12 may be associated with a medical service provider that receives multimedia files from patients relating to a specific injury, condition, or other medical incident. Similarly, the answeringpoint12 may be associated with a customer service center that receives multimedia files from customers relating to services or products. Furthermore, the answeringpoint12 may be associated with a help desk center that receives multimedia files from individuals experiencing technical difficulties relating to a particular technology. In addition, the answeringpoint12 may be associated with an event organization that receives multimedia files from individuals participating in an event provided by the organization, such as a conference, a concert, a play, a charity event, a political event, a corporate event, and the like.

In the foregoing specification, specific embodiments have been described. However, one of ordinary skill in the art appreciates that various modifications and changes can be made without departing from the scope of the invention as set forth in the claims below. Accordingly, the specification and figures are to be regarded in an illustrative rather than a restrictive sense, and all such modifications are intended to be included within the scope of present teachings.

The benefits, advantages, solutions to problems, and any element(s) that may cause any benefit, advantage, or solution to occur or become more pronounced are not to be construed as a critical, required, or essential features or elements of any or all the claims. The invention is defined solely by the appended claims including any amendments made during the pendency of this application and all equivalents of those claims as issued.

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”, “has . . . 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 10%, in another embodiment within 5%, in another embodiment within 1% and in another embodiment within 0.5%. 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.

It will be appreciated that some embodiments may be comprised of one or more generic or specialized processors (or “processing devices”) such as microprocessors, digital signal processors, customized processors and field programmable gate arrays (FPGAs) and unique stored program instructions (including both software and firmware) that control the one or more processors to implement, in conjunction with certain non-processor circuits, some, most, or all of the functions of the method and/or apparatus described herein. Alternatively, some or all functions could be implemented by a state machine that has no stored program instructions, or in one or more application specific integrated circuits (ASICs), in which each function or some combinations of certain of the functions are implemented as custom logic. Of course, a combination of the two approaches could be used.

Moreover, an embodiment can 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.

The Abstract of the Disclosure is provided to allow the reader to quickly ascertain the nature of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. In addition, in the foregoing Detailed Description, it can be seen that various features are grouped together in various embodiments for the purpose of streamlining the disclosure. This method of disclosure is not to be interpreted as reflecting an intention that the claimed embodiments require more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive subject matter lies in less than all features of a single disclosed embodiment. Thus the following claims are hereby incorporated into the Detailed Description, with each claim standing on its own as a separately claimed subject matter.

Claims (39)

We claim:

1. A method for operating a public safety answering point to process multimedia files associated with an incident, the method comprising:

receiving, at the public safety answering point, a first text message from a communication device, the first text message including a request to submit a multimedia file associated with the incident;

in response to receiving the first text message including the request, transmitting a second text message including an identifier uniquely linked to an existing electronically stored incident record associated with the incident to the communication device;

receiving, at the public safety answering point, a reply to the second text message, the reply including the multimedia file and the identifier; and

storing, at the public safety answering point, the multimedia file including using the identifier to link the multimedia file to the existing electronically stored incident record.

2. The method ofclaim 1, further comprising:

creating, at the public safety answering point, a call record including a unique call identifier based on the request, and

linking, at the public safety answering point, the call record to the existing electronically stored incident record, wherein the incident identifier included in the second text message includes the unique call identifier.

3. The method ofclaim 2, wherein storing, at the public safety answering point, the multimedia file includes accessing the call record using the unique call identifier, identifying the existing electronically stored incident record for the incident based on the call record, and linking the multimedia file to the existing electronically stored incident record.

4. The method ofclaim 2, wherein linking the call record to the existing electronically stored incident record includes linking the call record to a plurality of incident records, wherein the plurality of incident records includes the existing electronically stored incident record for the incident.

5. The method ofclaim 4, wherein storing, at the public safety answering point, the multimedia file includes accessing the call record using the unique call identifier, identifying the plurality of incident records based on the call record, and linking the multimedia file to each of the plurality of incident records.

6. The method ofclaim 1, further comprising displaying, at the public safety answering point, a graphical user interface and receiving, at the public safety answering point, a telephone number associated with the communication device through the graphical user interface.

7. The method ofclaim 6, further comprising:

creating, at the public safety answering point, a first call record including a first unique call identifier based on the request,

creating, at the public safety answering point, a second call record including a second unique call identifier based on the communication device associated with the telephone number, and

linking, at the public safety answering point, the second call record to the existing electronically stored incident record, wherein the identifier included in the second text message includes the second unique call identifier.

8. The method ofclaim 1, further comprising:

assigning, at the public safety answering point, a unique identifier to the request, and

storing, at the public safety answering point, a mapping that maps the unique identifier to a unique incident identifier of the existing electronically stored incident record, wherein the identifier included in the second text message includes the unique identifier.

9. The method ofclaim 8, wherein storing, at the public safety answering point, the multimedia file includes accessing the mapping, identifying the existing electronically stored incident record for the incident using the mapping and the unique identifier, and linking the multimedia file to the existing electronically stored incident record.

10. The method ofclaim 1, further comprising assigning, at the public safety answering point, an expiration term to the second text message and discarding, at the public safety answering point, the reply to the second text message when the reply to the second text message is received after the expiration term.

11. The method ofclaim 1, wherein using the identifier to link the multimedia file to the existing electronically stored incident record for the incident includes accessing the identifier in metadata included in the second text message.

12. The method ofclaim 1, where transmitting the second text message includes transmitting the second text message to a text control center.

13. A system for processing multimedia files associated with an incident, the system comprising:

a database storing an existing electronically stored incident record of an incident; and

a dispatch computer configured to

receive, at a public safety answering point, a first text message from a communication device, the first text message including a request to submit a multimedia file associated with the incident,

in response to receiving the first text message including the request, transmit a second text message including an identifier uniquely linked to the existing electronically stored incident record to the communication device,

receive a reply to the second text message, the reply including the multimedia file and the identifier, and

store the multimedia file to the database including using the identifier to link the multimedia file to the existing electronically stored incident record.

14. The system ofclaim 13, wherein the identifier included in the second text message includes a unique identifier of the existing electronically stored incident record.

15. The system ofclaim 13, wherein the dispatch computer is further configured to create a call record including a unique call identifier based on the request and link the call record to the existing electronically stored incident record, wherein the identifier included in the second text message includes the unique call identifier.

16. The system ofclaim 13, wherein the identifier is included in metadata of the second text message.

17. The system ofclaim 13, wherein the dispatch computer is further configured to display a graphical user interface on a dispatch terminal and receive a telephone number associated with the communication device through the graphical user interface.

18. The system ofclaim 17, wherein the dispatch computer is further configured to create a first call record including a first unique call identifier based on the request, store the first call record to the database, link the first call record to the existing electronically stored incident record, create a second call record including a second unique call identifier based on the telephone number, store the second call record in the database, and link the second call record to the existing electronically stored incident record, wherein the identifier included in the second text message includes the second unique call identifier.

19. The system ofclaim 13, wherein the dispatch computer is further configured to assign an expiration term to the second text message and discard the reply to the second text message when the reply to the second text message is received after the expiration term.

20. A public safety answering point, comprising:

a dispatch terminal; an input device; and a dispatch computer electrically connected to the dispatch terminal and the input device,

the dispatch computer configured to generate a graphical user interface for displaying on the dispatch terminal, the graphical user interface including:

a first graphical user interface component identifying a telephone number of a communication device from which a first text message including a request to submit a multimedia file associated with an existing electronically stored incident record is received at the dispatch computer; and

a second graphical user interface component including a plurality of menu selections selectable by a call taker via the input device, wherein the menu selections include a first menu selection providing a selection mechanism for the call taker to provide an input, via the input device at the dispatch terminal, indicating call-taker authorization for the submission of a multimedia file from the communication device associated with the telephone number and associated with the existing electronically stored incident record,

wherein the dispatch computer is configured to receive, from the dispatch terminal, the input indicating call-taker authorization for the submission of a multimedia file from the communication device and responsively create a second text message including an identifier uniquely linked to the existing electronically stored incident record associated with the incident and transmit the created second text message to the communication device for use in transmitting the multimedia file as associated with the existing electronically stored incident record using the identifier.

21. The public safety answering point of claim 20, wherein the menu selections include a second menu selection that is selectable to display a dialog box within the graphical user interface, the dialog box prompting the call taker to enter an alternative telephone number.

22. The public safety answering point of claim 21, wherein the dialog box further provides a selection mechanism for the call taker to provide an input, via the input device at the dispatch terminal, indicating call-taker authorization for the submission of a multimedia file via the alternative telephone number, wherein the dispatch computer is configured to receive, from the dispatch terminal, the input indicating call-taker authorization for the submission of a multimedia file via a second communication device associated with the alternative telephone number, and responsively create a third text message including the identifier linked to the existing electronically stored incident record associated with the incident and transmit the created third text message to the second communication device associated with the alternative telephone number.

23. The public safety answering point of claim 20, wherein the dispatch computer is configured to display a status message on the dispatch terminal informing the call taker that the second text message has been transmitted.

24. The public safety answering point of claim 20, wherein the dispatch computer is configured to receive a reply to the second text message, the reply including the multimedia file and the identifier.

25. The public safety answering point of claim 24, wherein the dispatch computer is configured to display a message on the dispatch terminal informing the call taker that the multimedia file was received.

26. The public safety answering point of claim 24, wherein the dispatch computer is configured to use the identifier included in the reply to identify the existing electronically stored incident record that the multimedia field should be linked to.

27. The public safety answering point of claim 26, wherein the dispatch computer is configured to display a status message on the dispatch terminal after linking the multimedia file to the existing electronically stored incident record.

28. The public safety answering point of claim 26, wherein the dispatch computer is configured to display a status message on the dispatch terminal when the multimedia file cannot be linked to the existing electronically stored incident record.

29. The public safety answering point of claim 24, wherein the dispatch terminal is configured to determine that the multimedia file cannot be downloaded and responsively re-authorize the submission of a multimedia file from the communication device associated with the telephone number by transmitting a fourth text message including the identifier linked to the existing electronically stored incident record associated with the incident to the communication device.

30. A method of operating a dispatch computer associated with a public safety answering point, the method comprising:

generating, by the dispatch computer, a graphical user interface for displaying on a dispatch terminal, the graphical user interface including a first graphical user interface component identifying a telephone number of a communication device from which a first text message including a request to submit a multimedia file associated with an existing electronically stored incident record is received and a second graphical user interface component including a plurality of menu selections selectable by a call taker via an input device, wherein the menu selections include a first menu selection providing a selection mechanism for the call taker to provide an input via the input device at the dispatch terminal indicating call-taker authorization for the submission of a multimedia file from the communication device associated with the telephone number;

receiving, by the dispatch computer, from the dispatch terminal, the input indicating call-taker authorization for the submission of a multimedia file from the communication device and associated with the existing electronically stored incident record, and responsively creating a second text message including an identifier uniquely linked to and associated with the existing electronically stored incident record associated with the incident; and

transmitting, by the dispatch computer, the created second text message to the communication device for use in transmitting the multimedia file as associated with the existing electronically stored incident record using the identifier.

31. The method of claim 30, wherein the menu selections include a second menu selection that is selectable to display a dialog box within the graphical user interface, the dialog box prompting the call taker to enter an alternative telephone number.

32. The method of claim 31, wherein the dialog box provides a selection mechanism for the call taker to provide an input via the input device at the dispatch terminal indicating call-taker authorization for the submission of a multimedia file via the alternative telephone number, the method further comprising:

receiving, by the dispatch computer, from the dispatch terminal, the input indicating call-taker authorization for the submission of a multimedia file via a second communication device associated with the alternative telephone number, and responsively creating a third text message including the identifier linked to the existing electronically stored incident record associated with the incident; and

transmitting, by the dispatch computer, the created third text message to the second communication device associated with the alternative telephone number.

33. The method of claim 30, further comprising:

displaying, by the dispatch computer, a status message on the dispatch terminal informing the call taker that the second text message has been transmitted.

34. The method of claim 30, further comprising:

receiving, by the dispatch computer, a reply to the second text message, the reply including the multimedia file and the identifier.

35. The method of claim 34, further comprising:

displaying, by the dispatch computer, a message on the dispatch terminal informing the call taker that the multimedia file was received.

36. The method of claim 34, further comprising:

using, by the dispatch computer, the identifier included in the reply to identify the existing electronically stored incident record that the multimedia field should be linked to.

37. The method of claim 36, further comprising:

displaying, by the dispatch computer, a status message on the dispatch terminal after linking the multimedia file to the existing electronically stored incident record.

38. The method of claim 36, further comprising:

displaying, by the dispatch computer, a status message on the dispatch terminal when the multimedia file cannot be linked to the existing electronically stored incident record.

39. The method of claim 34, further comprising:

determining, by the dispatch computer, that the multimedia file cannot be downloaded and responsively re-authorizing the submission of a multimedia file from the communication device associated with the telephone number by transmitting a fourth text message including the identifier linked to the existing electronically stored incident record associated with the incident to the communication device.

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