Automatic event-based request communication (erc) generation and erc routing based on resource capabilities

Abstract

Disclosed is a system and method of automatically generating an event-based request communication (“ERC”) and routing the ERC to a public safety answering point (“PSAP”) (or other call center) to service the ERC based on PSAP profiles that each specify capabilities of a given PSAP. A client device may be programmed to obtain the capabilities of a relevant PSAP, and generate and communicate an ERC based on the capabilities of the PSAP. The ERC may be generated in a format that the relevant PSAP is capable of processing. The format may include a voice call, a text message, an electronic mail message, a shortwave radio communication, and/or other type of broadband wireless or wireline communication.

What is claimed is: 
     
         1 . A system configured to generate communications based on capabilities and preferences of resources, the system comprising:
 one or more physical processors programmed with computer program instructions to:
 obtain one or more rules for a public safety answering point resource, the one or more rules specifying that a preferred type of content of a particular format is preferred over other types of content that are capable of being used for communications sent to the public safety answering point resource; 
 determine that the public safety answering point resource is capable of being sent a voice content type, a text content type, and a multimedia content type; 
 determine that the preferred type of content of the public safety answering point resource is one of the voice content type, the text content type, or the multimedia content type; and 
 generate, based on the one or more rules, a communication in the particular format of the one of the voice content type, the text content type, or the multimedia content type determined to be the preferred type of content. 
   
     
     
         2 . The system of  claim 1 , wherein the communications are sent to the public safety answering point resource through one or more communication channels. 
     
     
         3 . The system of  claim 2 , wherein a communication channel includes a format or medium through which the communications can be sent to the public safety answering point resource, and wherein generating the communication comprises formatting the communication in the format or medium through which the communications of the preferred type of content can be sent to the resource. 
     
     
         4 . The system of  claim 3 , wherein the one or more physical processors are further programmed with the computer program instructions to:
 initially generate, at a client device, the communication based on a preferred mode of communication of the client device, including initially generating the communication in a different format than the format or medium through which the communications of the preferred type of content can be sent to the resource.   
     
     
         5 . The system of  claim 1 , wherein the one or more physical processors are further programmed with the computer program instructions to:
 cause a capability request to be transmitted to a remote computer system via a network; and   receive a response to the capability request from the remote computer system via the network, wherein the response includes information indicating the public safety answering point resource is capable of being sent the voice content type, the text content type, and the multimedia content type.   
     
     
         6 . The system of  claim 5 , wherein the one or more physical processors are further programmed with the computer program instructions to:
 provide a location of a client device to the remote computer system, wherein the public safety answering point resource is identified based on the location of the client device.   
     
     
         7 . The system of  claim 1 , wherein the one or more rules further specify that the preferred type of content for the public safety answering point resource is a richest type of content the public safety answering point resource is able to be sent. 
     
     
         8 . The system of  claim 1 , wherein the one or more physical processors are further programmed with the computer program instructions to:
 identify a preference hierarchy of content types that can be sent to the public safety answering point resource, the preference hierarchy including a preference order for the voice content type, the text content type, and the multimedia content type; and   generate the communication in accordance with the preference order in response to failed attempts to transmit the communication to the public safety answering point resource formatted as a given content type.   
     
     
         9 . The system of  claim 8 , wherein the one or more physical processors are further programmed with the computer program instructions to:
 in response to a failed attempt to transmit the communication in the particular format that is the preferred type of content, format the communication in a different format of a next preferred type of content based on the preference order.   
     
     
         10 . The system of  claim 1 , wherein the one or more physical processors are further programmed with the computer program instructions to:
 cause the communication to be transmitted to the public safety answering point resource.   
     
     
         11 . A method to generate communications based on capabilities and preferences of resources, the method being implemented in a computer system including one or more physical processors programmed with computer program instructions that, when executed by the one or more physical processors, cause the computer system to perform the method, the method comprising:
 obtaining one or more rules for a public safety answering point resource, the one or more rules specifying that a preferred type of content of a particular format is preferred over other types of content that are capable of being used for communications sent to the public safety answering point resource;   determining that the public safety answering point resource is capable of being sent a voice content type, a text content type, and a multimedia content type;   determining that the preferred type of content of the public safety answering point resource is one of the voice content type, the text content type, or the multimedia content type; and   generating, based on the one or more rules, a communication in the particular format of the one of the voice content type, the text content type, or the multimedia content type determined to be the preferred type of content.   
     
     
         12 . The method of  claim 11 , wherein the communications are sent to the public safety answering point resource through one or more communication channels. 
     
     
         13 . The method of  claim 12 , wherein a communication channel includes a format or medium through which the communications can be sent to the public safety answering point resource, and wherein generating the communication comprises formatting the communication in the format or medium through which the communications of the preferred type of content can be sent to the resource. 
     
     
         14 . The method of  claim 13 , further comprising:
 initially generating, at a client device, the communication based on a preferred mode of communication of the client device, including initially generating the communication in a different format than the format or medium through which the communications of the preferred type of content can be sent to the resource.   
     
     
         15 . The method of  claim 11 , further comprising:
 causing a capability request to be transmitted to a remote computer system via a network; and   receiving a response to the capability request from the remote computer system via the network, wherein the response includes information indicating the public safety answering point resource is capable of being sent the voice content type, the text content type, and the multimedia content type.   
     
     
         16 . The method of  claim 15 , further comprising:
 providing a location of a client device to the remote computer system, wherein the public safety answering point resource is identified based on the location of the client device.   
     
     
         17 . The method of  claim 11 , wherein the one or more rules further specify that the preferred type of content for the public safety answering point resource is a richest type of content the public safety answering point resource is able to be sent. 
     
     
         18 . The method of  claim 11 , further comprising:
 identifying a preference hierarchy of content types that can be sent to the public safety answering point resource, the preference hierarchy including a preference order for the voice content type, the text content type, and the multimedia content type; and   generating the communication in accordance with the preference order in response to failed attempts to transmit the communication to the public safety answering point resource formatted as a given content type.   
     
     
         19 . The method of  claim 18 , further comprising:
 in response to a failed attempt to transmit the communication in the particular format that is the preferred type of content, formatting the communication in a different format of a next preferred type of content based on the preference order.   
     
     
         20 . The method of  claim 11 , further comprising:
 causing the communication to be transmitted to the public safety answering point resource.