WO2017211172A1

WO2017211172A1 - Emergency case handling method, device, and city emergency response joint operation system

Info

Publication number: WO2017211172A1
Application number: PCT/CN2017/085174
Authority: WO
Inventors: 樊澍
Original assignee: 中兴通讯股份有限公司
Priority date: 2016-06-08
Filing date: 2017-05-19
Publication date: 2017-12-14
Also published as: CN107481175A

Abstract

An emergency case handling method, device, and city emergency response joint operation system. The method comprises: establishing a connection to an alarm terminal, and sending, according to a predetermined instruction-issuing policy, to the same an accident information reporting instruction (S102); receiving accident information reported by the alarm terminal according to the accident information reporting instruction (S104); processing and analyzing the accident information to obtain police resource allocation factors corresponding to the accident, the police resource allocation factors being used to determine how to allocate corresponding police resources for the accident (S106); and sending to at least one handling terminal a scheduling instruction to allocate the police resources for the accident (S108).

Description

Emergency case handling method, device and urban emergency linkage system

Technical field

This article covers but is not limited to the field of urban safety management, especially related to emergency case handling methods, devices and urban emergency linkage systems.

Background technique

With the development of social economy, the urban population has expanded rapidly, and the structure of the city has become more and more complicated, which has made the management of the city more challenging. Fires, explosions, earthquakes, poisonous spills, collapse of tall buildings, traffic accidents, and terrorist attacks have become increasingly prominent in the city. In the event of an accident, it is extremely easy to cause huge losses of people and property. The ability of a city to respond to an emergency can reflect its level of development. Because how to deal with urban public emergencies is a test of the problems of the public, urban managers and government agencies. It tests the ability of the public and the ability of city management institutions to perform social management and public service functions, and tests the government. The ability to safeguard national security, social stability, and the interests of the people.

Nowadays, the types of emergency emergencies in the society are more complicated and changeable, and the traditional coping mechanisms have been unable to meet the increasing demand for emergency emergencies. Because in the event of a major emergency, the traditional single-city city management organization has been unable to cope with it alone. In order to meet the modern emergency rescue requirements, CERS (coalition emergency response system) has emerged. This system is mainly used for Respond to sudden urban emergencies, such as earthquakes, fires, floods, epidemic diseases and other natural disasters or robberies, terrorist attacks and other criminal accidents. The CERS system integrates various urban emergency service resources, adopts a unified access number, is used by the public to report emergencies and seek emergency help, and achieves unified police reception, unified command, joint operations, and provides a good emergency rescue service for the citizens. It provides a strong guarantee for the public safety of the city. CERS greatly enhances the coordination and coordination between different police types and linkage units, thus making an orderly, rapid and efficient response to special, sudden, emergency and important events.

At present, the handling process of CERS in dealing with emergencies is still relatively traditional: when an accident occurs in a certain place, the alarm person dials the CERS access number to make an alarm, and the call answering staff is receiving. After the alarm information of the alarm person, the alarm information is analyzed to determine the location, type, scale and other information of the accident, and then according to the relevant information of the accident, the emergency treatment of the accident is manually determined. The resource allocation plan finally mobilized resources for the accident according to the identified resource allocation plan and rushed to the scene of the accident for processing.

In summary, in the existing emergency accident handling plan, the configuration of the police resources from the alarm to the handling of the accident is done manually. CERS plays a unified alarm and the city emergency service resources are uniformly displayed for the staff to refer to. The role. Although there is a great improvement in the way in which the original alarm person alerts the various accident handling agencies, the program still has many shortcomings. On the one hand, when the amount of alarm is large, the staff of the police may be insufficient or the personnel receiving the police should bear greater pressure. Moreover, the manual allocation of the resource allocation plan for accident handling also requires a lot of human resources, so the existing The emergency response plan has too high a requirement for human resources for emergency response. On the other hand, urban management requires rapid and effective handling of emergency incidents in order to minimize the losses caused by accidents. However, it is difficult to meet the time requirements by manually proposing the treatment plan after manually receiving the police and obtaining the accident information. It is easy to delay the best time for accident handling; and, in an emergency, the effectiveness of manual decision making is difficult to guarantee.

Summary of the invention

The following is an overview of the topics detailed in this document. This Summary is not intended to limit the scope of the claims.

The emergency case processing method and device and the urban emergency linkage system provided by the embodiments of the present invention can automatically handle emergency accidents without manual intervention, improve the efficiency of handling emergency accidents, and minimize various types of emergency accidents. Harm and loss.

The embodiment of the invention provides an emergency accident handling method, including:

Establishing a connection with the alarm terminal and sending an accident information reporting instruction according to the preset instruction delivery policy;

Receiving the accident information reported by the alarm terminal according to the accident information reporting instruction;

Processing and analyzing the accident information to obtain a police resource allocation factor corresponding to the accident, and the police resource configuration factor is used to determine how to configure a corresponding police resource for the accident;

A police resource is configured for the incident by transmitting a provisioning command to at least one processing terminal.

The embodiment of the invention further provides an emergency accident handling device, comprising:

The instruction sending module is configured to establish a connection with the alarm terminal and send an accident information reporting instruction according to the preset instruction issuing policy;

The information receiving module is configured to receive the accident information reported by the alarm terminal according to the report of the accident information reporting;

The factor determining module is configured to process and analyze the accident information to obtain a police resource allocation factor corresponding to the accident, where the police resource configuration factor is used to determine how to configure a corresponding police resource for the accident;

The resource configuration module is configured to configure the police resource for the accident by sending a deployment command to the at least one processing terminal.

The embodiment of the invention further provides a city emergency linkage system, comprising: at least one processing terminal and the emergency accident processing device as described above; the processing terminal is configured to receive the deployment instruction sent by the emergency accident processing device.

The embodiment of the present invention further provides a computer storage medium, where the computer storage medium stores computer executable instructions, and the computer executable instructions are used to execute the emergency accident processing method of any of the foregoing.

The beneficial effects of the embodiments of the present invention are:

According to an embodiment of the present invention, an emergency case processing method, a device, a city emergency linkage system, and a computer storage medium send an accident reporting instruction to an alarm terminal according to a preset instruction delivery policy, so that the alarm terminal reports the accident information according to the accident reporting instruction. Then, the accident information reported by the alarm terminal is processed and analyzed to obtain the police resource allocation factor, and the deployment resource is sent to the at least one processing terminal according to the police resource configuration factor as the police resource corresponding to the accident configuration. The automatic command can be realized through the preset command issuing strategy. After the accident information is processed and analyzed, the effect of automatically configuring the police resources can be realized. The emergency accident can be handled without manual intervention, and the human resource consumption is reduced. The efficiency of handling emergency accidents can minimize the harm and loss caused by various types of emergency accidents.

Other aspects will be apparent upon reading and understanding the drawings and detailed description.

BRIEF abstract

1 is a flow chart of a method for processing an emergency accident according to Embodiment 1 of the present invention;

2 is a flow chart of configuring police resources for an accident according to Embodiment 1 of the present invention;

3 is a schematic structural diagram of an emergency accident handling device according to Embodiment 2 of the present invention;

4 is another schematic structural diagram of an emergency accident handling device according to Embodiment 2 of the present invention;

FIG. 5 is a schematic structural diagram of a server according to Embodiment 2 of the present invention;

6 is a schematic structural diagram of a city emergency linkage system according to Embodiment 2 of the present invention;

FIG. 7 is a schematic structural diagram of a next generation call center according to Embodiment 2 of the present invention.

Embodiments of the invention

The embodiments of the present invention are further described in detail below with reference to the accompanying drawings.

Embodiment 1:

In order to reduce the reliance on the human resources of the emergency accident handling solution and reduce the human resource consumption, the embodiment provides an emergency accident handling method, as shown in FIG. 1:

S102: Establish a connection with the alarm terminal, and send an accident information reporting instruction to the alarm terminal according to the preset instruction delivery policy.

When an emergency accident occurs, the alarm person will use the alarm terminal to make an alarm call. The alarm call mentioned here is the unified access code provided by the city emergency linkage system. Compared with the traditional alarm phone, the unified access code provided by the city linkage system can provide more convenient and comprehensive services for the public. Because the traditional rescue help system has a rigid division of various types of accidents, when the public encounters an accident, it is necessary to select different alarm calls according to the type of accidents they encounter, and some accidents themselves involve multiple aspects. Need a variety of rescue resources. For example, in the event of a fire, not only does the fireman need to rush to the scene to extinguish the fire, but medical workers are also required to rush to the rescue. In addition, the police may also need to intervene to investigate the cause of the fire at the first time, so even if the public can determine the need to call the fire. , emergency center telephone and alarm telephone, which may need to call at least three telephones, and make three accurate and orderly descriptions of the accident related information. This requirement is a bit too high for an ordinary person who has already suffered a fire. Moreover, in an emergency, it is difficult for people to accurately classify the type of accident.

Therefore, in order to allow the public to get the fastest rescue in the event of a complex accident, the urban emergency linkage system CERS appeared, which provides a unified access code. When the public reports the accident information through the unified access code, the CERS system can be unified. Resource scheduling, for example, for the fire in the above example, the alarm person only needs to make a call, and the accident can be described once to obtain the fire resources for rescue, medical resources and conventional police resources for user accident identification.

The emergency accident handling method in the embodiment can realize the automatic alarm receiving, and after receiving the call from the alarm terminal, establish a communication connection with the alarm terminal, and issue an accident information reporting instruction to the alarm terminal according to the preset instruction issuing policy. The alarm terminal is reported to the accident information according to the accident reporting instruction.

The accident information reporting instruction is used to indicate how the alarm terminal describes the accident, such as describing the location information, type, and scale of the accident. The alarm information reporting command can be sent to the alarm terminal by means of audio data. In this embodiment, the CERS sends an accident information reporting instruction to the alarm terminal by playing the recording mode. When the alarm terminal receives the accident information reporting instruction, the alarm terminal will The audio data is restored to an audio signal and played to the user of the alarm terminal. For example, the accident information reporting instruction is: “Please tell the location of the accident scene?” At this time, the alarm person will tell the corresponding location information according to the prompt, such as “A area B street C number”, the alarm terminal should collect the alarm person. The sound signal is converted into audio data for transmission to CERS.

It can be understood that the accident information reporting instruction can include multiple types, because the CERS system needs to report not only the location of the accident, but also the type information of the accident, in addition to the location information of the accident site. In an optional example of this embodiment, the alarm terminal is also required to report the size information of the accident and the time when the accident occurred. Because the fault information reporting instructions include multiple types, they may need to be delivered in a certain order when they are delivered, so as to ensure that the subsequent resource allocation schemes are planned while effectively obtaining the accident information.

The content of the accident information reporting instruction and the order of delivery are included in the preset instruction delivery policy. In addition to the sequence of the delivery of the incident information and the instruction, the command delivery policy may include other content, for example, the accident information reported by the alarm terminal may not be received as expected after the notification of the accident information is sent. The accident information reporting instruction is reissued; or the same accident information reporting instruction has been sent multiple times and the accident letter has not been received. The information should be sent to confirm whether the alarm has given up the alarm.

The command issuing strategy is the key to effectively obtaining the accident information. Therefore, when the strategy is issued under the preset command, various factors can be considered comprehensively, and the problems encountered in the actual alarm process are considered. For example, in order to ensure the accuracy of the report of the accident information, when the accident information is reported through the audio data, the instruction is kept as simple and accurate as possible. Since the accuracy of the description of the event by the selective description method is higher than that of the narrative description, the selective accident information reporting instruction can be issued for the accident information that can foresee the answer option. For example, it is assumed that the types of common accidents can be divided into natural disasters and criminal accidents, and under criminal accidents, they can be classified into robbery, kidnapping, terrorist attacks, etc. When the alarm terminal is required to report the type of accident, the alarm person can be given. Give corresponding prompt information, such as playing such a prompt tone: "Please select the corresponding option according to the accident you encountered: First, natural disaster; Second, criminal accident." If the policeman witnessed the occurrence of the robbery accident, then it is possible Will choose two, this time can further issue other accident information reporting instructions to the alarm terminal, such as "please choose the type of crime: one, robbery; second, kidnapping; three, terrorist attacks; four, other" alarm people will be based Choose option one for the situation you are experiencing. This way of reporting accident information not only improves the accuracy of accident information, but also makes subsequent processing more convenient.

S104. The receiving alarm terminal reports the accident information reported by the instruction according to the accident information.

After the alarm information received by the alarm terminal is reported, the alarm terminal will play or display the accident information reporting instruction to the alarm person, so that the alarm person can report the corresponding accident information according to the accident information reporting instruction. The alarm terminal can collect the sound signals sent by the alarm person, such as the words “option 2” and “robbery accident” spoken by the alarm person. The alarm terminal then converts the sound signal into a digital signal and sends it to the CERS. In another optional example of the embodiment, when the alarm terminal reports the accident information through the selective description manner, the alarm signal of the alarm person may not be collected, but the alarm person is prompted to press the corresponding one according to the situation. By pressing the button, the CERS system receives the DTMF (Dual Tone Multi Frequency) signal sent by the alarm terminal through the number receiving function to obtain the accident information. Compared with the way of obtaining accident information by receiving an audio signal, this acquisition method can ensure the accuracy of obtaining accident information.

S106. Perform processing analysis on the accident information to obtain a police resource allocation factor corresponding to the accident.

After receiving the accident information reported by the alarm terminal, the accident information is processed and analyzed, and the police resource allocation factor of the accident is obtained from the accident information. If the accident information is reported by means of audio data, the police resource allocation factors, such as address information, type of accident, scale of the accident, and time of occurrence of the accident, may be extracted from the accident information by voice or semantic recognition technology. If the accident information is reported by other means, other techniques can be used to extract the police resource allocation factors. If the accident information is reported by the DTMF signal, the police resource allocation factor can be directly determined according to the received button number information.

The police resource allocation factor is the basis for the subsequent deployment of police resources for the accident, which determines how to configure the corresponding police resources for the accident. For example, according to the address information of the accident, it can be determined from where the police resources should be allocated. The usual practice is to allocate police resources near the accident site according to the principle of proximity, because this can ensure that the police resources rush to the scene of the accident to deal with the accident. The type of accident determines the police resources to be allocated. If it is a fire accident, it may mainly allocate fire resources such as firefighters and fire trucks. The scale of the accident determines how much police resources are allocated. For example, if the size of the fire accident is determined based on the accident information, it is necessary to allocate more police resources to the accident than the smaller fire.

When dealing with accident information to obtain accident location information, the following methods can be used:

In the first type, the first location information is directly extracted from the accident information reported by the alarm terminal as the accident location information. The first location information is reported by the alarm terminal, for example, the location information of the accident scene described by the alarm person through the language.

Secondly, when the communication connection with the alarm terminal is established, the location of the alarm terminal is automatically located to obtain the second location information, and then the second location information is used as the accident location information. This method is mainly applied to the situation where it is possible to clearly determine that the alarm terminal is at the scene of the accident. For example, if the alarm terminal is a terminal deployed on the patrol car, when receiving the alarm of the terminal, it is basically determined that the location where the alarm terminal is located is the scene of the accident. In addition, many cameras deployed on existing streets have established communication connections with CERS. When the camera captures preset images, such as fires and crowds, it can also alert the CERS as an alarm terminal. At this time, CERS can It is 100% determined that the alarm terminal is at the scene of the accident.

Third, after establishing a communication connection with the alarm terminal, locating the second location of the alarm terminal The information is then determined according to the accident information whether the second location is an accident scene, and if so, the second location information is used as the accident location information; if not, the first location information in the accident information is extracted, and the first location information is used as the accident location. information. The method for obtaining the location information of the accident is widely used, because compared with the first method, when the alarm terminal is at the scene of the accident, the scene of the accident can be more accurately positioned; This way, in turn, can ensure the accuracy of the location of the location. It should be understood that, in the third mode, it may be determined by the accident information whether the location of the alarm terminal is an accident site location, and if so, the second location information of the alarm terminal is located, and the second location information is used as an accident. Location information; if not, the alarm terminal may not be located, but the accident information may be processed and analyzed to obtain the first location information as the accident location information.

It can be understood by those skilled in the art that the process of the above process analysis does not have to be performed after all the accident information is acquired, because the action information of each accident information report is different, and the accident information acquired is different, so After each time receiving the accident information reported by the alarm terminal, the processing and analysis are performed to obtain the police resource allocation factor. That is to say, while the accident information is acquired and processed, the accident information is processed and analyzed, and the processing analysis is performed after obtaining all the accident information, the solution can more quickly determine the police resource allocation plan, and win more for the accident handling. More precious time.

In this embodiment, if the corresponding police resource allocation factor cannot be obtained when the accident information is processed and analyzed, that is, when the acquisition of the police resource configuration factor fails, the switch to the manual alarm process may be selected. Because this situation indicates that the CERS and the alarm person cannot perform effective "communication", for example, the alarm person's accent cannot be recognized, or the alarm person's expression is improper, and the answer is not answered. It is worth mentioning that the failure mentioned here is not only the failure to process an accident information, but also the case where the corresponding police resource allocation factors cannot be obtained when processing and analyzing multiple accident information. For example, in order to obtain the address information of the accident, the corresponding accident information reporting instruction is issued, and then the accident information reported by the alarm terminal is received, but the required location information cannot be obtained from the accident information, and the CERS system again sends the alarm to the alarm. The terminal sends the same accident information reporting command, so that the alarm person re-reports the accident information, but the location information of the accident cannot be obtained even according to the accident information reported for the second time. In this case, after the second processing analysis fails, it may be determined that the acquisition of the police resource configuration factor fails, and the call of the alarm terminal is connected. On the artificial seat, the staff members obtain the police resource allocation factors through manual processes.

As for what kind of situation is identified as a failure to obtain the police resource allocation factor, this needs to be set in advance, and the setting method is various, for example, in order to obtain a certain police resource allocation factor, the preset number of accident information is issued. If it is still unable to obtain after the report is reported, it is determined that the acquisition of the police resource configuration factor fails, or if the setting of the police resource configuration factor cannot be obtained within the preset time, the acquisition failure is determined. There are still many settings like this. List one by one.

S108. Configure a police resource for the accident by sending a deployment command to the at least one processing terminal.

The configuration of the police resource can be performed according to the police resource allocation policy. The police resource configuration policy is determined according to the police resource configuration factor determined in step S106. The following describes the process of configuring the police resource for the accident in conjunction with FIG. 2:

S202. Match a police resource configuration policy from a preset configuration policy according to a police resource configuration factor.

Pre-plans for various types of accidents and accident scales should be pre-stored in the CERS system. For example, when a secondary fire accident occurs, 15 fire alarms, three fire engines, 10 ladders, 10 medical personnel, and three ambulances should be deployed. car.

Assume that the acquired police resource allocation factors are as follows:

Location of the accident site: xx, cd street, area a;

Type of accident: collapse of the building;

Scale of accident: secondary accident;

Then, according to the type of accident and the scale of the accident, the type and quantity of the police resources are determined from the pre-planned storage of the system according to the “second-level building collapse accident”, and then the police resources distributed nearby are searched for the xx area of the a-zone cd street. According to the principle of proximity or the principle of vacancy, the police resources for the accident are determined from the vicinity of the accident site.

It can be understood that the plan stored in the system may include a historical plan in addition to the evaluation type plan generated by evaluating various preset accident situations, that is, after processing an accident, the accident is processed. The police resource allocation factors and the final police resource allocation strategy are stored for future reference when dealing with incidents.

S204. Send a deployment instruction to the at least one processing terminal according to the police resource configuration policy, and instruct the processing terminal to arrive at the accident site to process the incident.

After determining which police resources are serving the accident, it is also necessary to send a deployment instruction to the processing terminal corresponding to the police resources to instruct the police resources to rush to the accident site for accident handling. The location command information may be included in the deployment command, and optionally, the best route to the accident site, the type of equipment to be carried, and the like.

In some optional examples of the embodiment, after the police resource configured according to the police resource configuration policy reaches the accident site, receiving the accident scene information fed back by the processing terminal, the accident site information may include text information, picture information, and audio information. And any one or several of the video information.

After receiving the accident scene information, the accident scene information can be displayed for displaying the real-time status of the accident handling to the staff of the emergency command center. For example, the audio information in the accident scene information can be played through the speaker, and the picture is displayed through the display screen. Information and text information, through the display and speakers together to achieve the display of video information.

After the staff of the emergency command center understands the situation at the scene of the accident, the police resources deployed on the site can be newly deployed according to the actual situation. For example, if the situation on the site is not expected to be serious, some police resources may be in an idle state. The on-site processing terminal sends the accident command information, and the accident command information is used to dispatch the police force resources at the accident site, thereby commanding the police resources in the idle state to exit the accident handling. Like the accident scene information, the accident command information may also include at least one of video information, audio information, picture information, or text information.

Similarly, when the emergency command center knows that a certain type of resources at the accident site is relatively scarce, it can re-allocate the corresponding resources from nearby to supplement it to ensure that the accident handling can proceed smoothly.

The alarm terminal can be implemented in various forms in this embodiment. For example, a fixed telephone using a PSTN (Public Switched Telephone Network) network or a mobile phone using an IP (Internet Protocol) protocol, a fixed telephone, etc., and including the present embodiment A camera that interconnects with the CERS system and enables alarms.

The processing terminal can be implemented by a mobile terminal of a mobile phone, a smart phone, a notebook computer, a digital broadcast receiver, a PDA (Personal Digital Assistant), a PAD (Tablet), a PMP (Portable Multimedia Player), a navigation device, and the like.

The emergency accident handling method provided by the embodiment of the invention can realize the automatic alarm receiving by the preset command issuing strategy, and can automatically configure the police power resource after analyzing and processing the accident information, and the emergency accident can be handled without manual intervention. While reducing the consumption of human resources, the efficiency of handling emergency accidents is improved, and the hazards and losses caused by various types of emergency accidents can be minimized.

Embodiment 2:

The embodiment provides an emergency accident handling device and a city emergency linkage system CERS including the emergency accident handling device. The composition and function of the emergency accident handling device will be described below with reference to FIG. 3:

The emergency incident handling device 30 includes an instruction sending module 302, an information receiving module 304 and a factor determining module 306, and a resource configuration module 308.

The command sending module 302 is configured to establish a connection with the alerting terminal and send an accident information reporting command to the alerting terminal according to the preset command issuing policy.

When an emergency accident occurs, the alarm person will use the alarm terminal to make an alarm call. The alarm call mentioned here is the unified access code provided by the city emergency linkage system. Compared with the traditional alarm phone, the unified access code provided by the city linkage system can provide more convenient and comprehensive services for the public. Because the traditional rescue help system has a rigid division of various types of accidents, when the public encounters an accident, it is necessary to select different alarm calls according to the type of accidents they encounter, and some accidents themselves involve multiple aspects. Need a variety of rescue resources. For example, in the event of a fire, not only does the fireman need to rush to the scene to extinguish the fire, but medical workers are also required to rush to the rescue. In addition, the police may also need to intervene to investigate the cause of the fire at the first time, so even if the public can determine the need to call the fire. , emergency center telephone and alarm phone, which may need to make at least three calls, and make three accurate and orderly descriptions of the accident-related information. This requirement is a bit too high for an ordinary person who has already suffered a fire. . Moreover, in an emergency, it is difficult for people to accurately classify the type of accident.

Therefore, in order to allow the public to get the fastest rescue in the event of a complex accident, the urban emergency linkage system CERS appeared, which provides a unified access code. When the public reports the accident information through the unified access code, the CERS system can be unified. Resource scheduling, for example, for the fire in the above example, the alarm person only needs to make a call, and the accident can be described once to obtain the rescue. Fire resources, medical resources, and conventional police resources for user accident identification.

In the embodiment, the emergency accident processing device 30 can realize the automatic alarm. After receiving the call from the alarm terminal, the command sending module 302 establishes a communication connection with the alarm terminal, and issues an accident to the alarm terminal according to the preset command issuing policy. The information reporting instruction causes the alarm terminal to report the accident information according to the accident reporting instruction.

The accident information reporting instruction is used to indicate how the alarm terminal describes the accident, such as describing the location information, type, and scale of the accident. The alarm information reporting instruction may be sent to the alarm terminal by the instruction sending module 302 through the audio data. In this embodiment, the CERS sends an accident information reporting instruction to the alarm terminal by playing the recording mode, and the alarm terminal receives the accident information reporting. After the command, the audio data is restored to an audio signal and played to the user of the alarm terminal. For example, the accident information reporting instruction is: “Please tell the location of the accident scene?” At this time, the alarm person will tell the corresponding location information according to the prompt, such as “A area B street C number”, and the alarm terminal collects the alarm person. The sound signal is converted into audio data for transmission to the CERS.

It can be understood that the accident information reporting instruction can include multiple types, because the CERS system needs to report not only the location of the accident, but also the type information of the accident, in addition to the location information of the accident site. In an optional example of the embodiment, the command sending module 302 further causes the alarm terminal to report the size information of the accident and the time when the accident occurred. Because the fault information reporting instructions include multiple types, they may need to be delivered in a certain order when they are delivered, so as to ensure that the subsequent resource allocation schemes are planned while effectively obtaining the accident information.

The content of the accident information reporting instruction and the order of delivery are included in the preset instruction delivery policy. In addition to the order of sending the incident information reporting instructions and the instructions, the command issuing policy may include other content, for example, when the accident information reported by the alarm terminal is not received as expected after the sending of an accident information reporting instruction. The accident information reporting instruction shall be reissued; or if the same accident information reporting instruction has not been received after multiple times of delivery, the information shall be sent, and it is confirmed whether the alarm person has given up the alarm.

The command issuing strategy is the key to effectively obtaining the accident information. Therefore, when the strategy is issued under the preset command, all factors should be considered comprehensively, and the problems encountered in the actual alarm process should be considered. For example, in order to ensure the accuracy of accident information reporting, under the audio data When reporting accidents and reporting instructions, you should try to ensure that the instructions are concise and accurate. Since the accuracy of the description of the event by the selective description method is higher than that of the narrative description, the selective accident information reporting instruction can be issued for the accident information that can foresee the answer option. For example, it is assumed that the types of common accidents can be divided into natural disasters and criminal accidents, and under criminal accidents, they can be classified into robbery, kidnapping, terrorist attacks, etc. When the alarm terminal is required to report the type of accident, the alarm person can be given. Provide corresponding prompt information, such as playing such a prompt tone: "Please select the corresponding option according to the accident you encountered: First, natural disaster; Second, criminal accident." If the alarm person witnessed the occurrence of the robbery accident, then it may Option 2, at this time, the command sending module 302 can further issue other accident information reporting instructions to the alarm terminal, such as "please select the type of criminal accident: one, robbery; second, kidnapping; three, terrorist attack; four, other" alarm People will choose option one based on their situation. This way of reporting accident information not only improves the accuracy of accident information, but also makes subsequent processing more convenient.

The information receiving module 304 is configured to receive the accident information reported by the alarm terminal according to the accident information reporting instruction.

After the alarm terminal receives the alarm information reporting instruction, the alarm terminal broadcasts or displays the accident information reporting instruction to the alarming person, so that the alarming person reports the corresponding accident information according to the accident information reporting instruction. The alarm terminal can collect the sound signals sent by the alarm person, such as the words “option 2” and “robbery accident” spoken by the alarm person. The alarm terminal then converts the sound signal into a digital signal and sends it to the CERS. In another optional example of the embodiment, when the alarm terminal reports the accident information to the information receiving module 304 through the selective description manner, the alarm signal may not be collected, but the alarm person is prompted according to the user. In the case of pressing the corresponding button, the information receiving module 304 is configured to receive the DTMF (Dual Tone Multi Frequency) signal sent by the alarm terminal through the number receiving function, thereby acquiring the accident information. Compared with the way of obtaining accident information by receiving an audio signal, this acquisition method can ensure the accuracy of obtaining accident information.

The factor determination module 306 is configured to process the accident information to obtain a police resource allocation factor corresponding to the accident.

After the information receiving module 304 receives the incident information reported by the alarm terminal, the factor determining module 306 is configured to process and analyze the accident information, and obtain the police resource allocation factor of the accident from the accident information. If the accident information is reported by means of audio data, the factor determination module The 306 is configured to extract police resource allocation factors, such as address information, type of accident, scale of the accident, and occurrence time of the accident, from the accident information through voice or semantic recognition technology. If the incident information is reported by other means, the factor determination module 306 can be configured to employ other techniques to achieve the extraction of the police resource configuration factors. If the incident information is reported by the DTMF signal, the factor determination module 306 can be configured to determine the police resource configuration factor directly based on the received button number information.

The police resource allocation factor is the basis for the subsequent deployment of police resources for the accident, which determines how to configure the corresponding police resources for the accident. For example, according to the address information of the accident, it can be determined from where the police resources should be allocated. The usual practice is to allocate police resources near the accident site according to the principle of proximity, because this can ensure that the police resources rush to the accident site for accident handling. The type of accident determines the police resources to be allocated. If it is a fire accident, it may mainly allocate fire resources such as firefighters and fire trucks. The scale of the accident determines how much police resources are allocated. For example, if the size of the fire accident is determined based on the accident information, it is necessary to allocate more police resources to the accident than the smaller fire.

The factor determination module 306 is configured to use the following methods when processing the accident information to obtain the location information of the accident:

The third type, after establishing a communication connection with the alarm terminal, locate the second location information of the alarm terminal, and then determine, according to the accident information, whether the second location is the scene location of the accident, and if so, The second location information is used as the accident location information; if not, the first location information in the accident information is extracted, and the first location information is used as the accident location information. The method for obtaining the location information of the accident is widely used, because compared with the first method, when the alarm terminal is at the scene of the accident, the scene of the accident can be more accurately positioned; This way, in turn, can ensure the accuracy of the location of the location. It should be understood that, in the third mode, it may be determined by the accident information whether the location of the alarm terminal is an accident site location, and if so, the second location information of the alarm terminal is located, and the second location information is used as an accident. Location information; if not, the alarm terminal may not be located, but the accident information may be processed and analyzed to obtain the first location information as the accident location information.

It can be understood by those skilled in the art that the factor determination module 306 processes the analysis to obtain the police resource allocation factor, and does not necessarily need to be performed after all the accident information is acquired, because the actions of the individual accident information reporting instructions are different, and the accidents that can be obtained therefrom can be obtained. The information is also different. Therefore, the factor determination module 306 can perform processing to analyze the acquisition of the police resource allocation factor after receiving the accident information reported by the alarm terminal. That is to say, the information receiving module 304 acquires the accident information, and the factor determining module 306 processes and analyzes the accident information, and performs processing analysis after comparing all the accident information, the solution can determine the police force more quickly. The resource allocation plan has won more valuable time for accident handling.

In this embodiment, if the factor determination module 306 fails to obtain the corresponding police resource configuration factor when processing the accident information, that is, when the acquisition of the police resource configuration factor fails, the method may be set to select to switch to the manual alarm process. Because this situation indicates that the CERS and the alarm person cannot perform effective "communication", for example, the alarm person's accent cannot be recognized, or the alarm person's expression is improper, and the answer is not answered. It is worth mentioning that the failure mentioned here is not only the failure to process an accident information, but also the case where the corresponding police resource allocation factors cannot be obtained when processing and analyzing multiple accident information. For example, in order to obtain the address information of the accident, the corresponding accident information reporting instruction is issued, and then the accident information reported by the alarm terminal is received, but the required location information cannot be obtained from the accident information, and the CERS system again sends the alarm to the alarm. The terminal sends the same accident information reporting command, so that the alarm person re-reports the accident information, but the location information of the accident cannot be obtained even according to the accident information reported for the second time. In this case, after the second processing analysis failure, it may be determined that the acquisition of the police resource configuration factor fails, and The call of the alarm terminal is connected to the artificial agent, and the staff member obtains the police resource configuration factor through the manual process.

The resource configuration module 308 is configured to provide a police resource for incident handling for an incident configuration by transmitting a provisioning command to at least one processing terminal.

The resource configuration module 308 can be configured according to the police resource configuration policy. The police resource configuration policy is determined according to the police resource configuration factor determined by the factor determination module 306. The resource configuration module 308 is configured from the preset configuration policy according to the police resource configuration factor. Match the police resource configuration policy.

In the emergency accident handling device 30, pre-plans for various types of accidents and accident scales may be pre-stored, for example, when a secondary fire accident occurs, 15 fire alarms, three fire engines, 10 ladders, 10 medical personnel, Three ambulances.

Assume that the acquired police resource allocation factors are as follows:

Location of the accident site: xx, cd street, area a;

Type of accident: collapse of the building;

Scale of accident: secondary accident;

Then, the resource configuration module 308 can be configured to first determine the type and quantity of the police resource according to the type of the accident and the scale of the accident, that is, according to the "secondary building collapse accident", and then take the xx number of the cd street in the a area as the center. Search for nearby police resources and determine the police resources for the accident from the vicinity of the accident site according to the principle of proximity or the principle of idleness.

It can be understood that the plan stored in the emergency accident processing device 30 may include a historical plan in addition to the evaluation type plan generated by evaluating various preset accident situations, that is, after processing an accident, The police resource allocation factor of the accident and the final police The resource allocation policy is stored for future reference when dealing with incidents.

The resource configuration module 308 is configured to send a deployment instruction to the at least one processing terminal according to the police resource configuration policy, instructing the processing terminal to reach an accident site to process the incident.

After determining which police resources are serving the accident, the resource configuration module 308 may also send a deployment instruction to the processing terminal corresponding to the police resources to instruct the police resources to rush to the accident site for incident handling. The location command information may be included in the deployment command, and optionally, the best route to the accident site, the type of equipment to be carried, and the like.

In some optional examples of the embodiment, as shown in FIG. 4, the emergency incident processing device 30 includes an instruction sending module 302, an information receiving module 304, a factor determining module 306, and a resource configuration module 308, and further includes a subsequent transceiver module. 310.

After the police resource configured according to the police resource configuration policy reaches the accident site, the subsequent transceiver module 310 is configured to receive the accident site information fed back by the processing terminal, and the accident site information may include any of text information, picture information, audio information, and video information. One or several.

The subsequent transceiver module 310 is configured to display the accident scene information after receiving the accident scene information, and display the real-time status of the accident processing to the staff of the emergency command center, for example, the audio information in the accident scene information can be played through the speaker, and the display is performed. The screen displays the picture information and the text information, and the video information is displayed through the display screen and the speaker together.

After the staff of the emergency command center understands the situation at the scene of the accident, the police resources deployed on the site can be newly deployed according to the actual situation. For example, if the situation on the site is not expected to be serious, and some of the police resources are idle, they can pass the follow-up. The transceiver module 310 sends the accident command information to the processing terminal at the site, and the accident command information is used to schedule the police resources of the accident site, thereby commanding the police resources in the idle state to exit the accident handling. Like the accident scene information, the accident command information may also include at least one of video information, audio information, picture information, or text information.

In this embodiment, the emergency accident handling device 30 can be deployed on a server. The implementation of the emergency incident handling device 30 is described below in conjunction with the server provided in FIG. 5 of the present embodiment:

In this embodiment, the functions of the instruction sending module 302 and the resource configuration module 308 may be implemented by the processor 502 and the communication device 506. The functions of the information receiving module 304 and the subsequent transceiver module 310 may be implemented by the communication device 506, and the factor determining module The functionality of 306 can then be implemented by processor 502.

After the communication device 506 establishes a connection with the alarm terminal, the processor 502 is configured to send an accident information reporting instruction to the alarm terminal through the communication device 506 according to the command issuing policy. When the alarm terminal reports the accident information, the communication device 506 is configured to receive the information. The incident information input processor 502 is processed and analyzed by the processor 502 to obtain the police resource configuration factor, and then the processor 502 is configured to determine the police resource configuration policy according to the scenario stored in the memory 504, and then communicate Device 506 sends a provisioning instruction to the processing terminal.

As shown in FIG. 6, the urban emergency linkage system 6 provided in this embodiment includes the emergency accident processing device 30 and at least one processing terminal 40. The processing terminal 40 is arranged to receive the provisioning instructions transmitted by the emergency incident handling device 30. And according to the location information of the accident site included in the accident deployment command, etc., rushed to the scene of the accident to deal with the accident and provide rescue.

After the processing terminal 40 arrives at the accident scene, it is also provided with the accident scene information that can be fed back to the emergency accident processing device 30, and then receives the accident command information sent by the emergency accident processing device 30, and performs the rescue processing strategy of the accident scene according to the accident command information. Adjustment.

The processing terminal 40 can be implemented by a mobile terminal such as a mobile phone, a smart phone, a notebook computer, a digital broadcast receiver, a PDA (Personal Digital Assistant), a PAD (portable android device), a navigation device, or the like.

In the actual application, the call center can be integrated in the urban emergency linkage system 6. The call center in this embodiment uses the NGCC (Next Generation Call Center) as the basic platform. The call center is shown in Figure 7:

The soft switch 71 is configured to uniformly connect the call of the Public Switched Telephone Network (PSTN) network and the call resources directly connected to the IP network. On the IP network, the soft switch 71 will be able to distribute the traffic between the customer and the traffic resources based on various factors such as cost, service type and operator skill, so that the customer can be most efficiently and efficiently on the lowest cost basis. service.

The media server 72 is a stand-alone device that provides dedicated media resource functions in the softswitch system and is also an important device in a packet network. The main settings are: providing media processing functions in the service, including collection and decoding of DTMF signals, generation and transmission of signal tones, transmission of recording notifications, conferences, conversion between different codec algorithms, and various communication functions and communication functions. Manage maintenance functions.

Soft ADB (Software Automatic Calling Distributor) refers to a device that implements queuing function through software. The internal device is based on a switched Ethernet bus to achieve the goal of unified processing of voice, data, and video within the system. The soft queuing machine 73 is a key device of the call center platform, and is configured to complete a call operation by using a Session Initiation Protocol (SIP) and a Media Gateway Control Protocol (MGCP) interface.

Upon receiving the alarm call dialed by the alarm person through the alarm terminal, the soft switch 71 is arranged to transmit the signaling of the call to the soft queue 73 and receive the signaling sent by the soft queue 73, while the media server 72 is set to soft The queuer 73 transmits the media data generated in the call, such as audio data, and transmits the media data transmitted by the soft queue 73 to the alerting terminal. The soft queue 73 and the computer telecom integrated 74 are arranged to automatically assign the agent 75 to the call, for example The alarm phone is connected to the emergency dispatching command post.

The emergency dispatching command station sends an accident information reporting instruction to the alarm terminal through its own automatic alarm module, and describes the accident information through the voice guidance alarm person, and obtains the police resource allocation factors, including the accident, through the voice and semantic recognition in the automatic alarm module. The position, the type of the accident, the size of the accident, etc., when the location of the accident is obtained, the alarm terminal can be located by using the LBS (Location Based Service) in the third manner provided in this embodiment. After obtaining the police resource allocation factor, the police resource allocation factor is transmitted to ensure that the GIS (Geographic Information System) module searches for the surrounding police force resources of the accident location through the GIS system, and then sends the deployment command to the processing terminal to realize automatic The purpose of deploying police resources for accidents.

The emergency accident handling device 30 and the urban emergency linkage system 6 provided by the embodiments of the present invention are based on The preset command delivery policy sends an accident information reporting command to the alarm terminal, and can realize automatic alarm by guiding communication with the alarm terminal, and can automatically configure the police resource after analyzing and processing the accident information, and processing the emergency accident. It can improve the efficiency of handling emergency accidents and reduce the harm and loss caused by various types of emergency accidents without reducing the human resources consumption without manual intervention.

The embodiment of the invention further provides a computer readable storage medium storing computer executable instructions, which are implemented by the processor to implement the method described in the foregoing embodiments.

At the end of the embodiment, a set of phrases is added, for example, "It is understood by those skilled in the art that all or some of the steps, systems, and functional modules/units in the methods disclosed above may be implemented as software, firmware, hardware, and a suitable combination thereof. In a hardware implementation, the division between functional modules/units mentioned in the above description does not necessarily correspond to the division of physical units; for example, one physical component may have multiple functions, or one function or The steps may be performed cooperatively by a number of physical components. Some or all of the components may be implemented as software executed by a processor, such as a digital signal processor or microprocessor, or implemented as hardware, or implemented as an integrated circuit, such as ASIC. Such software may be distributed on a computer readable medium, which may include computer storage media (or non-transitory media) and communication media (or transitory media), as is known to those of ordinary skill in the art. The term computer storage medium includes means for storing information (such as computer readable instructions) Volatile and non-volatile, removable and non-removable media implemented in any method or technology, data structure, program module or other data. Computer storage media including, but not limited to, RAM, ROM, EEPROM, flash memory Or other memory technology, CD-ROM, digital versatile disc (DVD) or other optical disc storage, magnetic box, magnetic tape, magnetic disk storage or other magnetic storage device, or any other that can be used to store desired information and can be accessed by a computer Further, it is well known to those skilled in the art that communication media typically includes computer readable instructions, data structures, program modules or other data in a modulated data signal, such as a carrier wave or other transport mechanism, and can include any information. Delivery medium.

The above is a detailed description of the embodiments of the present invention in conjunction with the specific embodiments, and the specific embodiments of the present invention are not limited to the description. It will be apparent to those skilled in the art that the present invention may be made without departing from the spirit and scope of the invention.

Industrial applicability

The above technical solution can realize the effect of automatically configuring the police resources, and the emergency accident can be processed without manual intervention, and the human resource consumption is reduced, the handling efficiency of the emergency accident is improved, and various emergency accidents can be minimized. Hazards and losses.

Claims

An emergency accident handling method includes:

Establishing a connection with the alarm terminal and sending an accident information reporting instruction to the alarm terminal according to the preset instruction delivery policy (S102);

Receiving the accident information reported by the alarm terminal according to the accident information reporting instruction (S104);

Processing and analyzing the accident information to obtain a police resource allocation factor corresponding to the accident, where the police resource configuration factor is used to determine how to configure a corresponding police resource for the accident (S106);

The police resource is configured for the accident by transmitting a deployment command to the at least one processing terminal (S108).
The emergency incident handling method according to claim 1, wherein the configuring the police resource for the accident by transmitting the deployment command to the at least one processing terminal (S108) comprises:

And selecting, according to the police resource configuration factor, a police resource configuration policy from a preset configuration policy; the police resource configuration factor includes a location and a type of the incident, and the police resource configuration policy includes processing the incident Source of police resources (S202);

And sending, according to the police resource configuration policy, a deployment instruction to the at least one processing terminal, instructing the processing terminal to arrive at an accident scene to process the accident (S204).
The emergency accident handling method according to claim 2, wherein the manner in which the accident information is processed and analyzed to obtain the location of the accident includes:

Locating the second location information of the alarm terminal;

Determining, according to the accident information, whether the second location is an accident location;

If yes, the second location information is used as the accident location information;

If not, the first location information in the accident information is extracted, and the first location information is used as the accident location information.
The emergency accident handling method according to claim 2, wherein the police resource allocation factor further includes a scale level of the accident and an occurrence time of the accident.
The emergency accident handling method of claim 1 further comprising:

When the acquisition of the police resource configuration factor fails, switch to the manual alarm process and manually answer the alarm. The way to obtain the police resource allocation factor.
The emergency accident handling method according to any one of claims 1 to 5, further comprising:

Receiving and displaying the accident scene information fed back by the processing terminal at the accident site, the accident scene information including at least one of video information, audio information, picture information or text information.
The emergency accident handling method according to claim 6, further comprising:

Sending the accident command information to the processing terminal, where the accident command information is used to schedule the police power resource of the accident site, where the accident command information includes at least one of video information, audio information, picture information, or text information. .
An emergency accident handling device (30) comprising:

The command sending module (302) is configured to establish a connection with the alarm terminal and send an accident information reporting instruction to the alarm terminal according to the preset instruction issuing policy;

The information receiving module (304) is configured to receive the accident information reported by the alarm terminal according to the accident information reporting instruction;

The factor determining module (306) is configured to process and analyze the accident information to obtain a police resource allocation factor corresponding to the accident, where the police resource configuration factor is used to determine how to configure a corresponding police resource for the accident;

The resource configuration module (308) is configured to configure the police resource for the incident by transmitting a provisioning command to the at least one processing terminal.
The emergency incident handling apparatus (30) of claim 8 wherein said resource configuration module (308) is configured to configure a police resource for said incident by transmitting a provisioning command to at least one processing terminal by:

And selecting, according to the police resource configuration factor, a police resource configuration policy from a preset configuration policy; the police resource configuration factor includes a location and a type of the incident, and the police resource configuration policy includes processing the incident a source of the police resource; sending a deployment instruction to the at least one processing terminal according to the police resource allocation policy, instructing the processing terminal to arrive at the scene of the accident to process the incident.
A city emergency linkage system (6) comprising: at least one processing terminal and an emergency accident processing device (30) according to claim 8 or 9; said processing terminal being configured to receive The deployment instruction sent by the emergency accident handling device (30).
A computer readable storage medium storing computer executable instructions that, when executed by a processor, implement the method of any one of claims 1-7.