Overview#
A 911 centre handling hundreds of calls an hour cannot rely on manual judgement alone to classify every emergency, assign priorities, and coordinate unit dispatch. The PSAP domain provides AI-powered call classification and sentiment analysis alongside the queue management, agent tracking, and GPS-linked unit dispatch that keeps the operation running, including specialist handling for tourist callers who need embassy notification and translator services.
Key Features#
- Real-time call session tracking with status, hold, and recording management
- Priority-based call queue management with wait time tracking
- AI-powered call classification for emergency type, priority level, and unit recommendations
- Sentiment analysis with caller distress detection and urgency scoring
- Tourist-specific handling with nationality tracking, embassy notification, and translator requests
- Agent management with status, skill level, and active call tracking
- Unit dispatch with real-time GPS tracking, type-based routing, and incident linking
- Paginated queue and unit listing with metrics dashboards
- Five priority levels (P1-P5) with configurable response time targets
- Support for fire, medical, crime, traffic, hazmat, and rescue emergency types
Use Cases#
Relevant sectors include public safety communications, law enforcement, and critical infrastructure.
- Managing 911 call queues with AI-powered priority classification and dispatch recommendations
- Detecting caller distress through sentiment analysis to escalate urgent situations
- Handling tourist emergency calls with automatic embassy notification and translator requests
- Monitoring call centre metrics including active calls, wait times, and agent availability
Integration#
The PSAP domain connects with resilient communications, incident management, alert notifications, location-based dispatch, and call infrastructure systems.
Open Standards#
- NENA i3 / NG9-1-1 (NENA-STA-010, NENA-STA-006.3, NENA-STA-012, NENA-STA-021): The core dispatch pipeline implements NENA i3 architecture, including the Emergency Call Routing Function (ECRF), Location Validation Function (LVF), Emergency Services Routing Proxy (ESRP), and the NENA Emergency Incident Data Object (EIDO) for CAD integration and inter-agency unit status.
- IETF LoST, RFC 5222 (Location-to-Service Translation): An async LoST client resolves caller location (via PIDF-LO) to the responsible PSAP and service URN before routing the call through the ESRP.
- IETF PIDF-LO, RFC 4119 + RFC 5491 (Presence Information Data Format Location Object): Caller civic and geodetic location is encoded and parsed as PIDF-LO XML, carrying WGS-84 coordinates and GML geometries for LoST queries and CAD handoff.
- IETF RFC 7852 / RFC 7865 / RFC 7866 (Additional Data and SIPREC): Inbound SIP calls attach RFC 7852 Additional Data blocks (seven NENA-STA-012 block types); call recordings are captured and replayed using the RFC 7865/7866 SIPREC framework with mTLS-authenticated Session Border Controller integration.
- ITU-T T.140 / IETF RFC 4103 (Real-Time Text): The RTT bridge implements T.140 character semantics and RFC 4103 RTP packetisation, including BOM session-start sentinels, backspace control codes, and RFC 2198 RED redundancy for hearing-impaired callers.
- OASIS CAP 1.2 (Common Alerting Protocol) / IPAWS: The PSAP can issue signed CAP 1.2 alert messages via an IPAWS Collaborative Operating Group identity, enabling public warning broadcasts from within the dispatch workflow.
- IETF RFC 5031 / RFC 6443 (Service URN / Emergency Service URNs): SIP emergency calls carry standardised service URNs (urn:service:sos and sub-services) that drive ECRF routing decisions and log entries.
- NMEA-0183 / ETSI TS 102 708 / SAE J2540 (Automatic Vehicle Location): Unit GPS positions are ingested from NMEA-0183 sentences, ETSI TS 102 708 TETRA AVL frames, and SAE J-series CAN/PGN messages, normalised to a canonical observation model for real-time dispatch mapping.
Last Reviewed: 2026-02-05 Last Updated: 2026-04-14