Abstract: Systems, devices, and technical methods of the present disclosure use an edge appliance to facilitate seamless interoperability between a cloud emergency call management system and call-center systems that are situated onsite in an emergency call center. When an emergency call is received from a caller device, the CECMS routes the call to a call taker who may be working remotely on a telecommunication device. The CECMS transmits a duplicate of audio data and other data that is exchanged between the caller device and the telecommunication device during the call to the edge appliance. The edge appliance converts the audio data and the other data into formats that are compatible with the call-center systems and uses a virtual construct that represents the telecommunication device to transmit the converted data to the call-center systems through a network to which both the edge appliance and the call-center systems are connected.

Abstract: Systems, devices, and technical methods of the present disclosure use an edge appliance to facilitate seamless interoperability between a cloud emergency call management system and call-center systems that are situated onsite in an emergency call center. When an emergency call is received from a caller device, the CECMS routes the call to a call taker who may be working remotely on a telecommunication device. The CECMS transmits a duplicate of audio data and other data that is exchanged between the caller device and the telecommunication device during the call to the edge appliance. The edge appliance converts the audio data and the other data into formats that are compatible with the call-center systems and uses a virtual construct that represents the telecommunication device to transmit the converted data to the call-center systems through a network to which both the edge appliance and the call-center systems are connected.

Abstract: A process is described for a call management system to provide a call transcription supervisory monitoring interactive dashboard of incoming calls at a command center. A plurality of incoming calls are received including a first call reflecting a first incident and a second call reflecting a second incident. Audio from the first and second calls are transcribed. First and second incoming call objects are displayed in a call-by-call portion of the interactive dashboard. The transcripts are cross-referenced with a call-by-call keyword database to identify call-by-call keywords of interest, and the incoming call objects are populated with the call-by-call keywords of interest. An all-call object is displayed in an all-call portion of the interactive dashboard. The transcripts are cross-referenced with an all-call keyword database to identify all-call keywords of interest, and the all-call object is populated with the all-call keywords of interest.

Abstract: A process is described for a call management system to provide a call transcription supervisory monitoring interactive dashboard of incoming calls at a command center. A plurality of incoming calls are received including a first call reflecting a first incident and a second call reflecting a second incident. Audio from the first and second calls are transcribed. First and second incoming call objects are displayed in a call-by-call portion of the interactive dashboard. The transcripts are cross-referenced with a call-by-call keyword database to identify call-by-call keywords of interest, and the incoming call objects are populated with the call-by-call keywords of interest. An all-call object is displayed in an all-call portion of the interactive dashboard. The transcripts are cross-referenced with an all-call keyword database to identify all-call keywords of interest, and the all-call object is populated with the all-call keywords of interest.

Abstract: A process is described for a call management system to provide a call transcription supervisory monitoring interactive dashboard of incoming calls at a command center. A plurality of incoming calls are received including a first call reflecting a first incident and a second call reflecting a second incident. Audio from the first and second calls are transcribed. First and second incoming call objects are displayed in a call-by-call portion of the interactive dashboard. The transcripts are cross-referenced with a call-by-call keyword database to identify call-by-call keywords of interest, and the incoming call objects are populated with the call-by-call keywords of interest. An all-call object is displayed in an all-call portion of the interactive dashboard. The transcripts are cross-referenced with an all-call keyword database to identify all-call keywords of interest, and the all-call object is populated with the all-call keywords of interest.