Closed-Mic Operation

If your system is a closed-mic private radio system or VoIP system, operators must send a Request to Talk (RTT) or a Priority Request to Talk (PRTT) message via the MDT. Then, dispatch must set up a voice call with the operator before the operator can talk to you on the radio or by VoIP (Voice Over Internet Protocol).

Use the guidelines developed within your transit agency to determine when a PRTT message is appropriate. A PRTT! is reserved for emergencies only. Examples can include accidents, medical issues, safety issues, etc. The best practice is that 95% of calls are RTT calls or routine conversations. Examples of RTTs may include "I need directions" or, "I have a transfer", etc. 

In a closed-mic system, operators cannot hear each other on the radio, and dispatchers control who is on the channel at any time. When you set up a voice call, you must select the radio talk group or channel for the call and set up the duration ( a set of seconds for the channel to remain open).

If using VoIP, which is only configurable in a closed-mic system, the duration is not required. You can also select multiple vehicles to talk to at the same time. Read Voice Call Settings for more information.

If your system is not a closed-mic system, your radios operate independently of myAvail and operators simply pick up the handset to talk with dispatch. Consequently, those communication requests will not be displayed in the Communications Queue.

Workflows for Dispatch, Vehicle Operators and Supervisors:

There are two buttons on the MDT (mobile data terminal) that operators can use:

What Do Communications Look Like for Vehicle Operators?

1. Operators should touch the RTT button to send in a ‘routine request to talk’. Routine calls include anything that is not an emergency.
2. For higher-priority communication needs only, the operator should touch the PRTT! button.
3. When the operator’s request to talk is sent, a confirmation message displays on the MDT on the Status Bar so the operator knows the request went through.
   TIP: If dispatch responds to your request to talk with a data message, you will see a new envelope icon on the bottom of the MDT Statas Bar

Important Takeaways: 

• Vehicle operators must use the RTT to communicate with dispatch
• Vehicle operators should ONLY use the ‘PRTT’ button for emergencies!
• Pick up the handset, then press the Talk button
• The call ends when the timer for the call duration expires or when the vehicle operator hangs up the handset
• After the RTT/ PRTT! is sent, the MDT will indicate this on the Status Bar: RTT sent (on its way), RTT delivered (received by dispatch)
• EAs will now have a covert mic enabled- operators will know when this is activated by dispatch because the colon in the timestamp on the MDT will disappear (MDT screen shown above)
• Covert mic systems allow dispatch to listen in for emergencies covertly

What Do Communications Look Like for Dispatch? 

1. Double-click on the event in the Communications queue
2. Or right-click on the event and select Voice Call or Text Message
3. The communication window will open for use:

Communication Window:

1. The Communication window opens for dispatch to use to define the call to the vehicle
2. Use the dropdown menus to define the call: Select One-Way or Two-Way
3. Choose the duration: a set of seconds for the radio channel to remain open
4. Choose the talk group (unless this populates automatically)
5. Press Send and the operator will be prompted to pick up the handset      

"I need to broadcast a message to all vehicles on route 7. How do I do that?"

1. Press the Routes button
2. Select the route you need
3. Select One-Way
4. Choose the duration
5. Choose the Talk Group
6. Press Send

Similarly, you can also select a set of Vehicles, Runs, etc., for grouped One-Way calls.

"How do I end a call to a vehicle before the timer runs out? I have to call the other vehicle for the transfer."

1. Press the End button at the bottom of the Communications window
2. The call will be disconnected

Important Takeaways: 

• Dispatch must initiate all calls
• Vehicle operators should ONLY use the PRTT button for emergencies!
• The call ends when the timer for the call duration expires or when the vehicle operator hangs up the handset
• EAs will now have a covert mic enabled- operators will know when this is activated by dispatch because the colon in the timestamp on the MDT will disappear
• Covert mic systems allow dispatch to listen in for emergencies covertly.
• Voice fallback mode - if the system goes down you will see a red X on the MDT, meaning you're now in voice fallback mode, which is open mic
• Vehicle operators can talk and be heard by dispatch if the system goes down    
• Dispatch receives the RTT/PRTT! in the Communications queue
• Dispatch can right-click on the record to open the call with the vehicle operator or double-click on the record to open the Communications window, then create the call

What is the difference between a ‘One-Way’ call and a ‘Two-Way’ call?

• Dispatch can use the one-way call to broadcast information. Examples:
  • “Avoid Main Street because there’s a reported tree down in the road”.
  • “There is no service tomorrow due to impending weather.”
  • "The operator called to report a water main break. Vehicle operators, please avoid Third Ave."
• Dispatch uses the two-way call for communications with an operator or supervisor, etc.

Where Else Can Dispatch Open a Call?

The red dots below illustrate other ways to place calls from Operations. Click the image to expand.

• Status & Event Tabs: Right-click on a vehicle record, then select Voice Call
• Right-click on a bus bubble on the map and select Voice Call
• Use the Call button (This is useful for calls made to groups of vehicles)

What Do Communications Look Like for Supervisors on the Road?

• Road Supervisors can hear all conversations and talk at any time
• Dispatch will always hear the supervisor’s portable BUT vehicles will only hear it if dispatch first sets up a call to the vehicle
• Supervisors can radio dispatch and ask them to setup a call to a vehicle so they can speak with the vehicle operator