Dispatchers are now able to manage a queue of calls from their mobile devices while on the go. They can also respond to a user individually without having to switch to the individual user. In addition, messages are organized by call and call states are visible for dispatchers.

Users can now be part of channels where they can simply ask dispatchers for help without having to connect or disconnect to the channel.

This is enabling a new way for customers to optimize their communications by cutting noise in channels when individual communication is easier for solving issues.

How it works

Make sure that you are using a Channel with Channel Type Dispatch and an assigned Dispatcher User Role in order for this to work. 

Receiving calls

• A banner shows any incoming calls on the talk screen
  • Calls are displayed individually on the banner
• Dispatchers can swipe through calls on the talk screen
• Dispatchers can accept calls
  

Active call mode

• When calls are accepted, dispatchers enter an active call mode
• During this mode only the messages from the active caller are played
  • All other messages or calls are not played and these are stored in the history
• Calls or messages from other channels are not played, only shown as new messages via the upper left hand badge that shows when messages from other channels/contacts have been received   
  

Sending Broadcasts 

• If dispatchers press the talk circle, then they will send a channel broadcast. The default is for channel broadcasts to be sent to drivers, however, this can be changed using User Roles in the management console. To learn more, refer to the article Dispatch Channel Broadcasts.