Abstract: A method for handling an overload state in a public safety answering point (PSAP) is provided. While an overload state is not detected at a call routing computing device received emergency calls are queued for a human operator. Responsive to detecting an overload state, first identifying those calls initiated from mobile devices capable of communicating via text message and transmitting a text message requesting callers to respond via text identifying the matter of the emergency call. The responsive text messages are classified as one of a verified emergency call and a verified non-emergency call to be returned when the overload is no longer detected. For each verified emergency call the call is queued for answer by a human operator. For each verified non-emergency call, a follow up text message is transmitted indicating that the verified non-emergency call will be returned at a later time.

Abstract: A method for handling an overload state in a public safety answering point (PSAP) is provided. While an overload state is not detected at a call routing computing device received emergency calls are queued for a human operator. Responsive to detecting an overload state, first identifying those calls initiated from mobile devices capable of communicating via text message and transmitting a text message requesting callers to respond via text identifying the matter of the emergency call. The responsive text messages are classified as one of a verified emergency call and a verified non-emergency call to be returned when the overload is no longer detected. For each verified emergency call the call is queued for answer by a human operator. For each verified non-emergency call, a follow up text message is transmitted indicating that the verified non-emergency call will be returned at a later time.

Abstract: A device, system and method for transitioning a public-safety answering point (PSAP) to an automated review mode is provided. A device is configured to: operate in a manual mode, in which calls are routed to users for manual incident data entry; detect an overload condition, in which a number of calls exceeds an ability of users to handle the calls; in response to detecting the overload condition, transition from the manual mode to an automated review mode, in which: calls are routed to one or more bots for automated incident data entry; and incident indicators, parsed from the calls by bots, are rendered at a display screen for review by a user; and in response to detecting that a bot-generated particular incident indicator meets a low confidence condition, change a rendered characteristic of the bot-generated particular incident indicator to indicate that the user is to intervene.

Abstract: Methods and systems for improving a call queue at a dispatch center. One system includes an electronic computing device communicatively coupled to a first call workstation and a second call workstation. The electronic computing device includes an electronic processor configured to receive a first call, direct the first call to the first call workstation, analyze the first call for a key incident factor, calculate a first estimated call length based on the key incident factor, and determine, based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation or to the second call workstation.

Abstract: Methods and systems for improving a call queue at a dispatch center. One system includes an electronic computing device communicatively coupled to a first call workstation and a second call workstation. The electronic computing device includes an electronic processor configured to receive a first call, direct the first call to the first call workstation, analyze the first call for a key incident factor, calculate a first estimated call length based on the key incident factor, and determine, based on the first estimated call length, whether to assign a queued call, received at the electronic computing device after the first call, to the first call workstation or to the second call workstation.