Dispatcher (ICMC) User Guide

Dispatcher (ICMC) User Guide

TABLE OF CONTENTS 1 INTRODUCTION... 4 1.1 OVERVIEW... 4 1.2 AUDIENCE... 4 1.3 KEY FEATURES... 4 2 INSTALLATION... 5 2.1 SYSTEM REQUIREMENTS... 5 2.2 FIREWALL REQUIREMENTS... 5 2.3 PTX SERVICE... 5 3 LAUNCH THE APPLICATION... 6 3.1 WEB BROWSER... 6 3.2 DESKTOP SHORTCUT... 6 4 LOGGING IN... 7 4.1 STAY LOGGED IN... 7 5 APPLICATION LAYOUT... 8 5.1 PANELS... 8 5.2 SERVICE STATUS... 8 5.3 LANGUAGE... 9 5.4 CONFIGURATION... 9 5.5 SIGN-OUT... 9 6 ADDING CONTACTS...10 6.1 ADDING CONTACTS BY SEARCH...10 6.2 ADDING CONTACTS FROM EXISTING GROUP...10 7 THE CONTACTS PANEL...11 7.1 BUTTONS...11 7.2 USER FILTER...11 7.3 PRESENCE...12 7.3.1 User Presence...12 7.3.2 GPS Presence...12 8 MAKING A CALL...13 8.1 MAKING A ONE TO ONE CALL...13 8.2 MAKING AN AD HOC CALL...14 8.3 MAKING A GROUP CALL...14 8.4 RECORDING A CALL...14 8.5 SENDING AN ALERT TO A CONTACT...14 8.6 CALL PRIORITY...15 8.6.1 Chat-rooms / Radio Channels...15 8.6.2 Conference / Broadcast Groups...15 9 RECEIVING A CALL...16 9.1 REQUEST TO TALK...16 9.2 AUTOMATIC ANSWER MODE...16 10 THE EMERGENCY CALLS PANEL...17 10.1 RECEIVING AN SOS...17 10.2 MAKING AN SOS CALL...18 10.3 CLEAR SOS...18

11 LIVE GPS POSITIONS...19 11.1 CONTROLS...19 11.2 MARKERS...20 11.2.1 Context Menu...20 11.3 ADDRESS SEARCH...21 11.4 TRAFFIC LAYER...21 11.5 USER SELECTION...22 11.6 REQUESTING POSITION UPDATE...22 11.7 LOCATION MANAGER...22 11.7.1 Add a location...23 11.7.2 Delete a location...23 11.8 DIRECTIONS...24 12 HISTORIC GPS...25 12.1 CALENDAR...25 12.2 REPORT...26 13 INSTANT MESSAGING...27 13.1 SEND AN IM...27 13.2 RECEIVING AN IM...27 13.3 IM HISTORY...28 14 CONFIGURATION SETTINGS...29

1 INTRODUCTION 1.1 Overview Instant Talk PTT is an always on communication solution that enables instant voice communication within an enterprise over a wide range of smartphones, rugged mobile computers, tablets, and Windows computers. Instant Talk PTT is designed to work with either your existing cellular data connection or 802.11 wireless networks. Instant Talk PTT delivers Push-to-talk capability over the Internet between employees regardless of where they are located. It supports both WWAN (Wide Wireless Area Network) and WLAN (Wireless Local Area Network) Push-to-talk communications. 1.2 Audience The intended audience of this User Guide is the Instant Talk PTT controller for Dispatcher (ICMC). 1.3 Key Features Instantaneous response. Both Instant Talk and Instant Message. Highly scalable instant communications between individuals and groups. Two types of group communications: Radio channel and Broadcast group. Ability to create ad hoc groups and personal groups. Ability to assign a default user or group. Automatically comes to foreground for incoming calls and when PTT button is pushed. Pop-up message for missed calls with call back option. Interoperable on Android and Blackberry smartphones, iphone, rugged Windows Mobile 6.5 mobile computers, features phones (Symbian and BREW), desktops/laptops and tablets anywhere. Cross-carrier and Wi-Fi interoperable anywhere all major carriers are supported. The Web-based management interface allows creation of contact and group management, provisioning, connection and license usage reporting and more. Instant Locate provides Web-based display of the current location, historical data (breadcrumbing) and alerts. Works with Bluetooth headsets. Presence status can be set to Online, Page me or Do not disturb. All conversations are securely encrypted. Instant Talk PTT is closed-loop access is limited to employees or authorized users only.

2 INSTALLATION 2.1 System Requirements Microsoft Windows XP, Vista, 7 or 8.NET Framework 2.0.50727 Adobe Flash player 10 or above Supported Web browser o Internet Explorer 7 + o Mozilla Firefox o Google Chrome (Recommended) JavaScript & Cookies enabled Microphone & Speakers 2.2 Firewall Requirements Direct Connectivity is required. Proxy Servers are not supported. Connectivity is required to the following addresses and ports; Allow Outgoing UDP over port 25000 (external) from 28677 (local) This port is used for signalling including call setup and user authentication, and is required permanently Allow Outgoing UDP over port 25001 (external) from 29126 (local) This port is used for audio, and is required permanently Allow outgoing TCP to 8081 Used to connect to GPS server Allow outgoing TCP to 26000 Used to connect to GPS server Allow outgoing TCP to 843 Used by Adobe Flash Player Allow outgoing TCP to 8082 Used to connect to SOS server Allow outgoing TCP to 26001 Used to connect to SOS server Allow outgoing TCP to 843 Used by adobe flash player It is not advised that anyone but the persons responsible for the management of the firewall make the required network changes. Exceptions for the above ports may need including into Windows firewall or other third party software firewalls. 2.3 PTX Service The PTX Service must be installed on the PC before connecting to the Dispatcher (ICMC) application. The PTX Service is a small application which runs in the background as a windows service. The service can be downloaded from - http://dispatcher.ptxcloud.com/downloads/pc_installer.msi

3 LAUNCH THE APPLICATION 3.1 Web browser The Dispatcher (ICMC) is a browser based application, open a supported browser and navigate to the URL provided by your service provider. Common Links: UK: http://dispatcher.ptxcloud.com/demo/mtuk USA: http://dispatcher.ptxcloud.com/demo/mtusa Spain: http://dispatcher.ptxcloud.com/demo/mtspain 3.2 Desktop Shortcut For convenience, you may create a desktop shortcut to launch the application. Internet Explorer 10: o Click the favorites star icon o Add the Dispatcher (ICMC) URL as a favorite o Right click and copy the favorite from the list o Paste the favorite onto your Desktop Mozilla Firefox: o Press Ctrl + D to bookmark the URL o Press Ctrl + Shift + B to bring up the Bookmark Library o Drag and drop the shortcut onto your desktop Google Chrome: o Press Ctrl + D to bookmark the URL o Press Ctrl + Shift + O to bring up the Bookmark Manager o Drag and drop the shortcut onto your desktop

4 LOGGING IN Once loaded, enter the login credentials provided by your service provider Press OK to log in 4.1 Stay logged in To skip the log in screen in future you may save your login credentials as a local cookie (Not recommended on shared computers) Tick the Remember Me, Remember Password and Stay signed in options before pressing OK to log in.

5 APPLICATION LAYOUT 5.1 Panels The Dispatcher (ICMC) application is split into 5 resizable panels Blue: The Current Call panel displays call type, members and speaker, it also contains the call action buttons including Talk, End Call and Record. Purple: The Contacts panel contains all personal contacts and groups. It is used to select users or groups to perform actions such as Call, Announce, IM, View GPS History. *** Red: The Emergency calls panel displays outstanding SOS alerts. *** Yellow: The Requests to Talk panel displays received callback requests from users. Orange: This Map panel displays has multiple tab options but is mainly used for displaying users GPS positions. Other tabs include Position History, Instant Messaging and Add Contacts. *** Panel is hidden until active. 5.2 Service Status At the top of the application there are 3 service indicator lights. From left to right they are PTT, GPS and SOS. If the light remains grey at login, check the internet connection, the firewall ports (see above) and that the PTX Service is installed and running. In case of a loss of connection to any service the indicator will turn grey, a sound will play and the application will automatically try to reconnect.

5.3 Language The language is selectable by clicking the current language flag in the top right of the application. The selection will re remembered next time the application is opened. 5.4 Configuration To open the Configuration window click the down arrow in the top right of the application, from the dropdown select Configuration. 5.5 Sign-Out The Sign-Out link is located at the top right of the application. Clicking here will return the user to the Log in window. It will also remove the Stay signed in option if it was previously selected.

6 ADDING CONTACTS 6.1 Adding Contacts by Search Click the Add Contacts tab on the Map panel. You may search by contact name or by ID, if searching for a mobile client the ID is usually the telephone number. The search results will return a maximum of 15 matches, a wildcard can be used to search for all users with the % character. Enter the search term and press Search, to add a contact double click the item in the results list. 6.2 Adding Contacts from Existing Group Click the Groups tab on the Contacts panel, tick the group which contains the desired contacts and press either the left button Sync selected group contacts or the right button to Sync entire address book to sync all groups contacts.

7 THE CONTACTS PANEL 7.1 Buttons The contacts panel contains 6 buttons, each perform an action on the selected contacts in the list. If no users are selected then no action is taken. Call: The call button will create a private or ad-hoc call with the selected user(s). Announce: The Announce button will create an announcement (one directional call) with the selected user(s). GPS History Load GPS history for selected user(s) Chat Start Instant Messaging conversation with selected user(s) Request to Talk Send a callback request to selected user(s) Delete Remove selected user(s) from the contact list 7.2 User Filter Users can be quickly filtered by display name, clear the search term to show all users again.

7.3 Presence Icons are used to indicate a user s availability and GPS data. 7.3.1 User Presence Online: User is online and available to speak Offline: User is not signed in Do not Disturb: User is online but busy (not available to call) Page me: User is online, incoming calls will be received as a request to talk Active SOS: User has an active SOS alert Selected User: User is selected 7.3.2 GPS Presence Live: The GPS data is less than 10 minutes old Old: The GPS data is historic (Older than 10 mins) No data: No GPS data has been received No capability: The users device has no GPS capability

8 MAKING A CALL 8.1 Making a One to One Call You can make a one to one call from the Contacts tab on the Contact panel to any available (online) contact. 1. Select a contact by marking the checkbox 2. Click Call Call (top left) The call is started in the Current Call panel. Notice the call type is private private for a one to one call, followed by the users display name Vince Lowe. To speak click and hold the Talk Talk button, then release to stop speaking. Click End End when finished to end the call. The Talker field will be updated to indicate the current speaker.

8.2 Making an Ad Hoc Call You can make a one to many, Ad Hoc group call. An Ad Hoc call is the same as a One to One call except you select multiple users from your contacts list. Click the Call button to start the call. Notice the call type is ad ad-hoc hoc for an Ad Hoc group call. 8.3 Making a Group Call To make a group call click the Groups tab in the Contact list panel. Select a group from the list and press the Call button to start the group call. Notice the call type is either chat chat-room room for radio channels or conference conference for broadcast groups followed by the group name. 8.4 Recording a call The default recordings location is C:/dispatcher C:/dispatcher, ensure that this folder exists. To record a call press the record button, while recording the record icon turns red. Note: You can set all calls to auto record as a configuration option. (See configuration) 8.5 Sending an Alert to a Contact An alert can be sent to a contact requesting a One-to-One call with them. To send an alert, select that particular contact from the contact list and click the Request to Talk button. An alert is sent to the contact. If the contact accepts, a call is initiated. Request to Talk button

8.6 Call Priority Different call types have different priority levels. The priority level dictates which call takes preference in case of conflict. The default priority for a dispatcher call is Normal, a normal priority call will create a session to inactive users and users who are active in a chat-room (radio channel). If you tried to call a user who has an active one-to-one session ongoing you will receive a User unavailable message. The Dispatcher (ICMC) may interrupt users who are busy in another session by clicking the dropdown arrow on the call button, then select Urgent Call. See below a table representing the priority level of each call type: Group Priorities 1 Urgent SOS / Emergency 2 Normal / Ad-Hoc / 1 to 1 Conference / Broadcast Group 3 Chat-room / Radio Channel 8.6.1 Chat-rooms / Radio Channels Designed to most closely mimic the operational functionality of traditional PMR systems A Radio Channel is always set as your default group Incoming communications are only received when you have logged into the radio channel Radio Channels display only the users that are currently logged into that radio channel Default Radio channels are configured on the PTX Provisioning Portal Lowest priority 1-1, 1-many, broadcast calls will take precedence 8.6.2 Conference / Broadcast Groups Temporary Priority Communication Channel 45 Second time out if group is left idle Subscribers always listen to Broadcast Groups while they are in Radio Channels Ad-Hoc and 1-1 calls have equal priority to broadcast calls Subscribers presence are shown, including when they are offline

9 RECEIVING A CALL 9.1 Request to Talk By default, the Dispatcher (ICMC) user is set in Page-Me status. This means that if a user initiates a call to the dispatcher a callback request is received into the Request to Talk panel rather than instantly connecting the call. This is common dispatcher functionality which gives the dispatcher control to take the call when convenient. When a Request to Talk is received the panel becomes visible and a ringing sound is played. To start the conversation, double click an entry. Alternatively double click the X to delete. 9.2 Automatic Answer Mode You may disable the Request to talk feature by enabling Automatic answer mode in the configuration window. Whilst automatic answer mode is enabled all incoming calls will be accepted automatically.

10 THE EMERGENCY CALLS PANEL The Dispatcher (ICMC) user will receive all SOS alerts for the entire organisation. 10.1 Receiving an SOS On receiving an SOS alert an alarm sound is played and the Emergency Calls panel becomes visible. The state is set to new until it is handled by a controller. To take ownership of SOS alert, click the Approve Approve button. The state will change to approved and the user who sent the SOS has visual confirmation that the SOS alert has been acknowledged by the controller. The map panel will automatically pan to the SOS user and highlight the map marker in red. The address search box will automatically expand to show the nearest users to the SOS user who can be called to offer assistance. The directions icon will also provide directions to the SOS user. The nearest users list shows the 4 nearest users ordered nearest first. The distance away is shown in kilometers. If the nearest 4 users are all offline a 5 th result will be shown with the nearest online user.

10.2 Making an SOS call An SOS call is also known as stealth listening, it means that when you initiate the call the SOS user does not hear the usual new session beeps. Also the user s microphone is automatically opened and constantly streams audio to the dispatcher (ICMC) without the need to press the PTT key. To start the SOS call the SOS alert must already be approved, then press the Call SOS button. The call type is SOS and the call is automatically set to record. The audio from the user microphone will be streaming in. They may be injured or in danger so you can assess the situation and speak to the user at your discretion. Speak to the user as normal by clicking and holding the Talk button. 10.3 Clear SOS Once you are happy that the SOS alert has been dealt with, press the Cleanup button. This will pop up a window where you may enter details about the alert and any action taken. Press the green tick button to confirm or the X to cancel.

11 LIVE GPS POSITIONS The Live Position tab shows the last known GPS position for each user in the contact list. 11.1 Controls Dark Blue: Google map controls: Pan, Street view and Zoom slider. Orange: Action buttons including: Call Start a call to the selected user(s) Chat Start an IM conversation with the selected user(s) Traffic Toggle the Google traffic layer Directions Get directions from Google s direction API Purple: My Locations dropdown. Used to save locations and quickly navigate to them. Light Blue: Options menu includes: Save Saves the current map location as default Restore Restores the map to the default location Clear Clears history markers or directions from the map Fullscreen Opens the map in a new full screen browser tab Green: Google map type options: Normal Map, Satellite & Terrain Red: Address search box Pans the map to the address and shows nearest users

11.2 Markers Map markers are represented on the map as presence icons described earlier. The marker shows the users state, hovering the mouse over a marker will display the users name and how long ago the position was received. Clicking the marker will display full address details, date, time and co-ordinates. 11.2.1 Context Menu You can right-click a marker to display a context menu. This will perform actions for the user clicked: Request Update Call Chat Zoom Get Directions

11.3 Address Search The address search box (bottom left) will pan and zoom the map to the address entered. It will also show a list of nearest users ordered nearest first. Each result can be selected for call, pan to the user and get directions from the user to the address searched for. 11.4 Traffic Layer The Google traffic layer can be toggled by clicking the Traffic button.

11.5 User selection Users can quickly be selected with drawing options: Draw rectangle: Press and hold Shift on the keyboard and click and drag an area on the map. All users inside the bounds of the box will be selected. Draw circle: Click and hold down the left mouse button on the map. The longer the mouse is pressed the larger the circle will grow, all users inside the bounds of the circle once the button is released will be selected. 11.6 Requesting position update The users are polling GPS positions on a 10 minute interval, to request a position immediately you can right click the user marker and click Request Update from the context menu. Alternatively you can hold down shift and double click the GPS globe in the Contact list. A notification will be shown top right of the map panel when a request is made. 11.7 Location Manager The location manager allows common locations to be saved for easy access by selecting them from the My Locations dropdown. It will pan to the location, set the zoom and map type.

11.7.1 Add a location To add a location click Manage Manage from the My Locations dropdown. Complete the form fields: Add Location: A friendly name for the location e.g Office, Paris or South London Zoom: The zoom level (default is 10) Address: The location address, start typing and the address will autocomplete with suggestions. Make a selection to complete the form. Alternatively, click the Add Current button to add the maps current location and zoom level 11.7.2 Delete a location To delete a location click Manage Manage from the My Locations dropdown. Click the delete icon to remove the selected location.

11.8 Directions The Google directions API can be used to get directions from a user s GPS position to any desired location. From the Live Positions tab click the Directions Directions button then complete the form. Select a contact: Select a contact with GPS data Origin: The origin will be autocompleted once a contact has been selected Destination: Type a destination address, the input will autocomplete and submit once a selection has been made. Show on map: If checked the route will be potted on the map Travel mode: Driving or Walking (Default is Driving) Send directions to User: Send current directions to the user via IM Show on map: Clear map:

12 HISTORIC GPS Historic GPS data is stored for 30 days, to retrieve user(s) data select them from the contact list and click the GPS history button. The map panel will automatically switch to the Position History tab. New buttons are available: Reload: Reload the historic positions (Usually after a change is made) Calendar: Date range selection Report: Generate report based on current historic data Clear: Clear historic data from the map History slider: Get the last hour, 12 hours, day, 3 days, week or month. 12.1 Calendar To select a specific date range click Calendar Calendar, select the from from and to to dates and click Reload Reload. Click Clean to reset.

12.2 Report A report can be generated to export the data. This is a good idea if you want to retain data for longer than 30 days. First select the user(s) and date range and view the history on the map, and then click the Report Report button. A new window will open with the data, please wait whilst the co-ordinates are reverse geocoded into a friendly address. Click Copy, CSV, Excel or PDF (top left) to export in your desired format. Data removed for privacy

13 INSTANT MESSAGING 13.1 Send an IM To IM a user(s), select them from the contact list and click the IM (Chat) button. The map panel will switch to the Instant Messages tab and a new IM panel will be open. Type your message in the input box at the bottom of the IM panel, then press Send Send. Sent messages are indicated by >>, received messages by <<. 13.2 Receiving an IM When an IM is received a short sound is played, also the Instant Messaging tab is highlighted orange. Click the Instant Messages tab to view the received message.

13.3 IM History IM history can be viewed from the Instant Messages tab. Double click on a saved conversation from the list to open a chat panel, all the historic messages will be visible and if the user is online you can continue the conversation. IM History can also be viewed at the following website: http://im.ptxcloud.com The website includes the date /time of each message and an export to CSV feature.

14 CONFIGURATION SETTINGS Configuration windows settings explained: Same Position (meters): If a user s new GPS position is within 300 meters of the last known position, then just assume the same position and only update the timestamp GPS Updates Rate (secs): 65535 is a default code for the standard 10 minute GPS polling rate. You can set this to temporally increase the polling rate to 5 minutes for example by setting the value to 300 SOS Sound Loops: How many times to loop the SOS alarm sound. The sound is stopped by approving the SOS. RTT Sound Loops: How many times to loop the incoming request to talk sound. The sound is stopped by clearing the RTT. Map Marker Label Mode: Whether to show the map markers label on mouse over (hover) or permanently next to the marker. Automatic Answer Mode: Set controllers presence as Page-me or Online. Audio: When multiple sound cards are in use you may select the correct input / output. Hide offline users on the map: Hides users with offline status from the map Allow all calls to be recorded: Will automatically enable recording on all calls except chat-rooms Record to: Set the record location (The directory must exist) Save chat history: Enables IM history to be saved