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Accessing the Queue
Navigate to the Dispatch Call Queue from the Dispatch Portal screen, or the Calendar. The queue displays all active calls and units by default, with a color-coded legend below the filter options explaining each status.
Dispatchers use the queue to coordinate current calls with available units throughout the transport lifecycle. Take action on calls to maintain status updates, enter times and mileages, assign and coordinate units, and work calls through to completion. The queue serves as the central hub for managing all active transport operations.
Understanding the Interface
The queue displays all active calls and units by default. Each call and unit appears as a row in the grid with color-coded status indicators. A legend below the filter options explains what each color represents.
Buttons at the top of the queue provide access to Dispatch Scheduled Calls, Shift Assignments, additional Dispatch Call Queues, the Dispatch Calendar, or a Create button that quickly and efficiently allows Dispatchers to create new calls on the fly. Quick Navigation Links allow you to access other screens, and a Refresh Button updates the display with the latest data.
Most filters display the first 50 records. When additional records are available, a Load More button appears at the bottom left to display the next 50 records. The Current Calls/Units and Emergency filters display all records without pagination.
Call Information
Each call row includes three main interactive elements:
1. Action Button - The primary button for call management, located on the left side of each call row. Click this icon to access a popup menu with available actions including assigning units, entering times and mileages, recording delays, finishing or canceling calls, and creating related calls. Most actions require an assigned unit.
Action Button Functionality
Assigning Units
Select a unit from the Vehicles dropdown in the Action popup. A warning appears if the selected unit is already assigned to another call. This may be acceptable when creating schedules or alerting crews of their next assignment. Once assigned, you can Unassign the unit or Change Available Status from the Action popup.
Entering Times and Mileages
Enter Times directly in the Action popup fields. Changes in times update the call's color-coded status. The popup includes a comments text box for elaborating on situations for management or billing purposes.
Enter Mileages as odometer readings in the available fields. This data can also be entered directly on call intake screens.
Select Delays from the checkbox list of six delay types in the Action popup, marking all that apply. Remember to click Save after entering data.
Completing Calls
Use the Finish button to mark a call as complete. A confirmation prompt appears before the finished call is removed from the queue. Depending on system configuration, this may post the record to the Billing or PCR Module. Field data validations are applied when finishing calls.
The Cancel button removes calls that are no longer needed. If the call is scheduled, only the active call is removed.
Creating Related Calls
The Add Response and Add Patient buttons create new calls based on the current call. For emergency calls, use either button. For scheduled calls, use Add Patient.
New calls inherit selected field data from the original call including Picked Up Location, Additional Information, Destination Location, Transport Information, and Caller Information. However, Patient Information, Schedule Information, and Times and Mileages remain blank and must be entered separately.
New patient calls receive a letter appended to the Patient Number (starting with A if none exists, otherwise the next letter). New response calls receive a letter appended to the Response Number. Always fully review all data specific to the new patient or response.
2. Quick Times Button - Provides rapid time entry for status updates. Click this icon to open a popup with buttons for each status time (Unit Notified, En Route, On Scene, etc.). Click any button to automatically enter the current timestamp and update the call to that status. Lighter colored buttons indicate that data already exists for that time. This tool is designed for speed and should not be used to edit existing time data.
3. Summary Information Button - Displays a quick reference popup showing key call details without opening the full call record. Use this to quickly verify patient name, address, and assigned crew and vehicle information when coordinating multiple calls.
Unit Information
Units appear in the queue when a crew is assigned to a vehicle in the Shift Assignments Setup screen. Each unit row displays the Service Level Type, Vehicle Name, Station (in parentheses), current Status, Availability (Available or Unavailable), and assigned Crew members (First/Last Name). When a unit is unavailable, a countdown timer shows the remaining time under the Unit Name.
Working with Units
Click the Action Icon for an available unit to change its status to unavailable. A popup appears where you can enter the length of time the unit should remain unavailable. A 12-hour schedule preview displays at the top of the screen.
When a unit is unavailable, a Green Checkmark Icon appears. Click this icon to restore the unit to Available status. The countdown timer under the Unit Name shows how long the unit remains unavailable. Status changes update the unit's color code.
Filtering and Sorting
Use the filter dropdown and date range fields above the queue grid to focus on specific calls or units. After selecting filter options, click the Refresh Icon to update the display.
The Sort By dropdown orders the grid by specific columns. Dates sort chronologically by Picked Up Time, units sort alphabetically by Unit Name, and calls sort by Incident Number.
Common Filters
Current Calls/Units (default) shows unassigned calls within 24 hours of Pick-Up Time sorted by Out and Assigned status, plus all units and unavailable notes for unavailable units.
Emergency filters for emergency calls listed by Call Date.
Unassigned Calls shows calls with PSAP or Dispatch Notified status by date range.
Assigned Calls shows calls with assigned units by date range, sorted by Unit Notified by Dispatcher and Unit Acknowledged.
Finished Calls shows completed or canceled calls by date range, sorted by Unit Available, Canceled, Unit In Quarter, or Completed Status.
In Units shows units with Available, Assigned, or Unavailable Status sorted in that order.
Out Units shows units with Out status by current date.
Scheduled filters for scheduled calls listed by Picked Up Date.
Additional filters include All Units (sorts by Pick Up Date, Time Available, Assigned, then Unavailable), Dispatch Location, Location (prompts for scene or destination address), Patient Name (prompts for first and last name by date range), and Priority (filters by priority value 1 to lowest, sorted by call time).
Unassigned Calls/In Units combines unassigned calls (PSAP and Dispatch Notified by date range) with units showing Available, Assigned, or Unavailable Status by Pick Up Time.
Multiple Dispatch Call Queues
Open multiple Dispatch Call Queues simultaneously using the buttons at the top of the queue. Each queue maintains independent filters and sorts, eliminating the need to repeatedly change settings on a single queue.
For example, configure one queue for current calls and another for finished calls so managers and supervisors can track or review completed transports without affecting the dispatcher's active queue.
Notifications and Warnings
The queue displays several alerts to help manage calls and units effectively.
Call Alerts
The Scheduled Call Warning begins a countdown when a scheduled call remains unassigned based on the configured time before pickup. A flashing exclamation point (!) appears on the Action Icon. This alert stops when the call reaches En Route Status. The countdown timing is configured in the Configuration Switches Area of Dispatch Setup.
The Unit Not Assigned Warning appears when attempting actions that require an assigned unit on calls without one.
The Already Assigned Warning confirms when assigning a unit to multiple calls. The system allows this to support scheduling and crew notifications.
Data Entry Warnings
The Duplicate Call Alert appears when a call exists for the same patient (matching first and last name) or location (matching pickup address) within 20 minutes of the current call time.
The Weight Alert notifies you when a patient's weight exceeds the configured threshold set in the Configuration Switches Area of Dispatch Setup.
The PCS Expired Alert warns that a patient's Physician Certification Statement has expired for scheduled calls, comparing the PCS Expires Date to the Pick-Up Date.
Best Practices
Always click the Refresh Icon after changing filters or sort options to see updated data. Remember that most actions involve both the call and its assigned unit.
Use multiple Dispatch Call Queues to maintain different views simultaneously rather than repeatedly changing filters on a single queue. Review finished calls regularly to ensure proper completion and billing/PCR posting.
Monitor scheduled call warnings to ensure timely unit assignments, and pay attention to duplicate call alerts to prevent unnecessary duplicate transports.