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Callback Requests

Handset or terminal users in the field may need to request voice communication with Dispatch.
This is how a typical Callback Request is handled.

Standard Callback Request


1.

A user in the field can set their status to alert the operator that they need voice communication with them. to do this, first a user would navigate to the status window on their terminal by tapping the status button.


2.

The user then scrolls down and selects REQ VOICE.


Alternatively

The user can perform this procedure by pressing and holding the '0' key on the Terminal until 'Voice Request Sent' shows at the bottom of the screen.


3.

The view of the user’s status from the dispatch window will now change from this...


To this.

Dispatch has now informed the operator that the user has requested a Callback. The operator should now make contact with the user to resolve the situation.

Once the callback has been completed, or when the operator deems it necessary to confirm the request has been received, click the user’s info panel.


4.

A window will pop up to show various actions that Dispatch can apply to the user.

In this instance, we’ll be clicking Callback Made to acknowledge that contact has been made with the user, and to stand down their request.


5.

The user’s state will return to 'Available' and normal operations can resume.

Priority Callback Requests


1.

There are times where (especially in emergency conditions) a user may need assistance from dispatch urgently. One way to request a callback with priority is to set a terminal’s status to REQ VOICE PRI.


2.

Alternatively, the user can press and hold the 9 key on a handset.

These two methods will flag the user as requesting a callback from the operator with priority (bumping the priority request to the top of the list so it can be dealt with as soon as possible).