PUBLIC SAFETY ANSWERING POINT LANGUAGE DETECTION

摘要

A Public Safety Answering Point (PSAP) is disclosed. The PSAP is configured to enable the detection of language preferences, capabilities, or inabilities and, based on such detection, assist the PSAP agent in assisting the PSAP caller. The PSAP may additionally or alternatively utilize the detection of language information to assist in the decision to route or re-route the PSAP caller to appropriate PSAP resources.

主权项

1. A method of servicing an emergency contact in a Public Safety Answering Point (PSAP), comprising:
receiving a contact from a caller and generating a corresponding work item to represent the contact in the PSAP; assigning the work item to a first PSAP agent; during an interaction between the first PSAP agent and caller, determining that at least one of a language preference and requirement of the caller is not completely satisfied by the first PSAP agent; and enabling the first PSAP agent to invoke a language assessment module, the language assessment module providing the first PSAP agent with one or more tools to determine the at least one of a language preference and requirement of the caller.