Prioritization

Overview#

Two calls arrive at a 911 centre within seconds of each other. One is a routine noise complaint. The other is from a caller showing signs of extreme distress, phoning from a location flagged as a high-crime hotspot, and using phrases associated with weapon threats. The Prioritization domain scores both calls across multiple factors in real time, so dispatchers immediately see which one needs to go to the top of the queue and why.

Key Features#

Multi-factor risk analysis combining sentiment, audio, keyword, caller history, and location scores
Configurable factor weighting for priority calculation
Priority level assignment: Critical (90-100), High (70-89), Medium (40-69), and Low (0-39)
Contributing factor tracking for transparency in scoring decisions
Sentiment risk scoring based on caller distress and urgency indicators
Audio risk analysis including background sounds and voice stress markers
Keyword detection for emergency phrases, threat indicators, and medical terms
Repeat caller pattern detection and history-based scoring
High-risk area and hotspot location detection

Use Cases#

Relevant sectors include law enforcement, public safety communications, and critical infrastructure.

Scoring incoming emergency calls in real time to determine dispatch priority
Identifying high-risk callers based on historical patterns and location data
Providing dispatchers with transparent scoring breakdowns for informed decision-making
Automatically escalating calls with critical keyword detection or extreme distress indicators

Integration#

The Prioritization domain connects with AI triage, alert management, sentiment analysis, and telephony call handling systems.

Open Standards#

NENA-STA-010.3 (Emergency Incident Data Object): Priority scores (P1-P5) are mapped to and from the NENA EIDO IncidentPriority field when exchanging incidents with EIDO-compliant CAD systems.
NENA i3 / NG911 architecture: Prioritisation state-changes are recorded using the NENA i3 audit vocabulary (e.g. I3_CALL_INGRESS, I3_ROUTE_DECISION), and the domain operates within the broader NG911 call-processing pipeline.
EN 17128:2020 (Advanced Mobile Location): Location risk scores fed into the priority calculation are derived from AML SMS bodies parsed to the EN 17128 European standard.
NENA/APCO call-answering performance standards: The quality-assurance layer applies NENA/APCO response-time thresholds (15 seconds for P1/P2 calls) to evaluate whether prioritisation outcomes are acted upon within specification.
GraphQL (June 2018 specification): The calculatePriority scoring interface is exposed as a GraphQL mutation, allowing structured, schema-validated queries from dispatcher consoles and integrations.
JSON Web Token (RFC 7519): All requests to the prioritisation API are authenticated via RS256-signed JWTs validated against a JWKS endpoint before any scoring is performed.
ISO 8601: Every priority score record carries an ISO 8601 timestamp, ensuring temporal interoperability with downstream CAD, audit, and logging systems.

Last Reviewed: 2026-02-05 Last Updated: 2026-04-14