Motorola Solutions, Inc.
CALL OVERLOAD HANDING FOR A PUBLIC SAFETY ANSWERING POINT

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.