The Communications screen allows you to see all incoming communications, any queued messages being sent later, and the comms history. Operations staff/ Dispatch will use built- in software actions to manage these communications: Take, Release, Log buttons; make Voice Calls to respond, or use the Text Message feature to address and manage the communication.
There are three tabs: Comms Queue, Queued Messages, and Message History.
Comms Queue Tab
On the Comms Queue tab you can see all incoming communications and can respond according to priority. All high-priority communications jump to the top of the list for dispatch visibility. All communication events are categorized, to help delineate between types of communications and response needs.
Right-clicking on the communication itself allows you to Take, Release, Log, make a Voice Call or Text Message to respond to the communication needs.
Voice Call and Text Message sections show added calls and text messages.
Queued Messages Tab
On the Queued Messages tab the user can see the list of queued messages, copy or edit them
Edit Communication Message: Date, time, days of the week. Save when done editing.
The Active tab shows active queued messages and the Expired tab shows only expired messages.
Message History Tab
On the Message History tab your can see the list of sent texts and messages.
On the Text History tab you have to select a vehicle to view its text history.
On the Sent Messages tab the user can see the list of all sent messages.
The Show Only My Messages checkbox allows to see only user's messages.
Auto Response
The Auto Response button in the top right corner of the page opens the Auto Response page and allows you to select a Talk Group and set the Call Duration, then enable it.
Auto Response:
Chime Configuration Settings
The ETMS chime configuration settings allow agencies to customize different audio alerts (chimes) used for different types of communications that are received in Operations. Set these up on the Communication card in the Operations product suite. These chimes apply to your ETMS Communications card by design. These are not available in the Operations area used by dispatch.
This feature enables dispatchers and operators to distinguish between types of communications based on each unique audio chime assigned to each category/message type: emergency, high-priority, and standard communications, such as text messages. Applying unique sounds for message types can further increase situational awareness and response time.
The feature is accessed via a Settings (gear) icon in the top-right corner of the Communications card.
Within Settings, there are three categories which are defined by Avail and not configurable by agency staff: Emergency, High Priority requests to talk (PRTT), and Standard Priority configurations (request to talk/RTT and canned messages. Each category is assigned system-default sounds. These audible alerts are designed to notify staff in Operations when communications are received. Agencies can also upload and assign custom audio files for each category to delineate between communication types.
Built- In Category Defaults Sounds:
Each communication category can be assigned its own unique sound, allowing you to easily differentiate between emergency, high-priority, and standard communications. After you locate and upload audio files for use, you simply select one from a dropdown menu that includes:
The default system sound (pre-assigned per category)
Additional pre-loaded system sounds
Previously uploaded custom sounds
Example: 'Phoneringaudio' file was previously uploaded and can now be assigned to any category
Default sounds mirror existing behavior:
Emergency Communications use the traditional siren sound.
High Priority and Standard Priority Communications use the familiar “ding” sound.
For each category, a Test Play button is available so you can preview the currently selected sound before applying it.
The system default sounds are always available and can be restored at any time if customizations are no longer desired. Simply select the Revert to Default button that resets all category selections to their original defaults.
Custom sound uploads and playback are supported on both Windows and MacOS clients, ensuring consistent behavior across platforms. Once a sound selection is changed, the update takes effect immediately and applies to all incoming communications in ETMS.
Event-to-Category Mapping
The mapping between events and categories is fixed and solely managed by Avail:
Emergency Communications
Event_Id = 1: Emergency Alarm
Event_Id = 12: Emergency Canned Message
High Priority Communications
Event_Id = 2: PRTT
Standard Priority Communications
Event_Id = 3: RTT
Event_Id = 8: Canned Message from Vehicle
Users cannot modify these mappings.
Manage Sounds
Select Manage Sounds to open a window to use to upload new audio files located on the computer. Simply select Upload and then use the Browse button to locate the sound file needed.
Upload Audio Files: Select Browse to locate files to upload
Locate Audio File. Highlight and open the file to use, then upload it:
Below is a menu of all uploaded audio files. Each can be assigned to any category or all categories:
Upload Constraints
Maximum file size: 1 MB
Supported MIME types:
audio/wavaudio/mpegaudio/oggaudio/mp4audio/x-m4a
Supported types can be expanded via API or Azure configuration if required.
You can also play/test a sound by selecting a Test Play button and delete it by selecting the Delete button if no longer needed. Permissions will determine access. If you can't manage existing audio files, check your permissions settings.
All uploaded audio files become available in the dropdown for all categories.
Delete Function
If the audio files are not assigned to a category, they can be deleted from your audio settings. Use this function with caution. We recommend internal agency discussions, to establish SOPs around use, so your staff are all aware of any unique sounds in place for Operations alerts.
Permissions
This feature is governed by the permission called Modify Comm/Event Sounds located under Operations > Communications > Modify Comm/Event Sounds.
Access to the ETMS Chime Configuration feature is not restricted to a specific position by default. It is an available feature on the ETMS Communication card. Each agency should determine/control access by identifying which positions are permitted to use this feature.
Q&A
Q: Can agencies create new communication categories?
A: No. Categories are predefined and managed by Avail.
Q: Can agencies restrict who can change chime settings?
A: Yes. While the feature itself is not role-restricted by default, agencies determine which roles have access to the Communications card.
Q: Are uploaded custom sounds available for all categories?
A: Yes. Once uploaded, a custom sound can be selected for any category.
Q: Can users change which events trigger each category?
A: No. Event-to-category mapping is fixed and cannot be modified by users.
Q: What happens if no custom sound is selected?
A: The system default sound for that category is used.
Q: What happens if a custom sound file fails to play? Does the system fall back to the default sound, or is there no sound at all?
A: When a user logs in or navigates to the ETMS Communications page, the system attempts to retrieve any saved custom sound files. If the system fails to retrieve the custom sound, it will automatically revert to the built-in system default sound for that category. If a failure were to occur after the file has already been successfully uploaded to your ITS system, the expected behavior is less certain. In that scenario, the file would already reside locally, and under normal conditions there should be no reason for it not to play. If it did fail at that stage, the most likely outcome would be no sound playing, rather than a fallback to the system default, unless the application itself encounters a more serious issue (such as a crash).
Q: What happens if customers are using both myAvail and ETMS applications at the same time?
A: In this case there may be differing audio prompts heard from the two applications. Example: The chime associated with EAs in Operations will differ from the audible sound in ETMS Communication, if you've added a customized audio file for EAs in Communications.
Your agency can determine if audio sounds should be disabled in Operations when ETMS Communications is actively being used. You can do this by simply turning off the computer volume:
Q: What happens if multiple communications enter the queue at nearly the same time?
A: If multiple communications arrive very close together, the system may play more than one alert sound in rapid succession or simultaneously. This can result in hearing overlapping or repeated sounds for related communications.
Q: Does this feature work on both Windows and MacOS?
A: Yes. Uploading and playback are supported on both platforms.