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Overview#
The PSAP (Public Safety Answering Point) domain provides 911 call center management including call queues, agent management, unit dispatch, AI-powered call classification, and sentiment analysis. It supports tourist-specific handling with embassy notifications and translator requirements.
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#
- 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 center 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.
Last Reviewed: 2026-02-05