White Paper Which Dispatch Solution? Revision 1.0 www.omnitronicsworld.com
Radio Dispatch is a term used to describe the carrying out of business operations over a radio network from one or more locations. Dispatchers use specialized communications equipment to coordinate and manage routine, administrative and emergency tasks via dedicated two-way radio networks; sometimes over a localized area, others times over vast regions. Radio dispatch is also referred to as radio management. The most obvious application of radio dispatch (or radio management) is in the area of Public Safety where responders rely on radio communications systems to carry out their mission of protecting our communities. However, reliable radio dispatch is crucial for many other industries and market segments. Radio dispatch is important to the transportation industry. Railways, port authorities and airports depend on voice communication networks to control and coordinate the many facets of their business. Railway services need communications between the control centres and the shunting staff, the train crews and other track side personnel. Airports need to coordinate ground operations, from security to ticketing and baggage handling. Port authorities need to coordinate shipping traffic, loading and unloading of cargo, security, road and rail transport. Commonly, all need the ability to communicate with emergency services and Federal Police. Reliable radio communications is also crucial in industries involved with the exploration and extraction of natural resources. There are numerous fields such as mining, forestry, oil and natural gas that rely on radio communications to control and coordinate the many facets of their business. Dispatch operators need to communicate with operations and maintenance staff, supervisors, workboats, helicopter and emergency crews. Utilities also rely on radio communications to deliver services to our communities. Organizations that are responsible for providing electricity, water, gas and telecommunications services need a dispatch system that allows them to carry-out their operations with maximum efficiency so that interruptions to critical public services are minimized. Dispatch operators typically need to communicate with operations and maintenance staff, supervisors, and emergency teams in the field. There are many other groups that rely on effective radio communications for their business and in all cases they need a reliable and effective means of coordinating and managing their operations. With so many different types of organisations in a variety of shapes and sizes, dispatch solutions need to be designed to meet these differing demands. Through this white paper we will compare the different types of dispatch solutions and applications to enable you to fit the best fit for your organisation. 2 www.omnitronicsworld.com
TYPES OF DISPATCH SOLUTIONS The number of channels (or talk groups), number of operators and the level of functionality your organization requires will influence the type of dispatch solution you choose. Generally there are 3 types. HARDWARE CONSOLES (NON-PC BASED) Often Used in Harsher Environments OR As a Simple Radio Interface SOFT CONSOLES Used in Small to Medium Applications requiring more advanced functionality over Wide Area Networks RADIO MANAGEMENT SYSTEMS Used in Medium to Large Organizations requiring extra Customization & Centralized Control Easy to Install Quick to Startup Easy to Maintain Robust Not susceptible to problems associated with PC s Direct IP Connection to Radio Network* Simple to Install & Configure Touchscreen Additional Data Functionality Local storage of Configuration More functionality than hardware consoles Note: Information based on Omnitronics 960 Series of Hardware Consoles, RediTALK Soft Console and DX-Altus Radio Management System. Details may vary across manufacturers. Central Controller Remote Configuration & Monitoring Efficient audio processing and distribution Central Storage Database for Contacts, etc Work Groups Advanced Functionality Touchscreen Operator Interface High Levels of Redundancy Option for Multiple System Collaboration * It is important to note that some console providers market their Soft Consoles as a back-toback network connection but in reality still have a PC server between the operator and the network. True back-to-back connections don t have a server so it is important to double-check if this is required. 3 www.omnitronicsworld.com
RADIO GATEWAYS: CONNECTING YOU TO THE WIDER NETWORK RoIP Gateways connect the Dispatch Operators through to the other radio resources and there are differing gateways for different radio systems. Although it is not important to understand how the operator interfaces to the radios through the gateways, it is important to understand that these gateways enable the dispatch system to handle different protocols from different radio vendors. They translate the voice and data into a common language. This allows dispatch operators to communicate over different radio networks in a transparent way. Most of the radio gateways use Ethernet and can therefore be located remotely from the actual server. They can be connected via a VPN over the Internet. Once they are connected to the network, the resource is available to be shared by all operators on the network. There are gateways that connect to analog radios and others are designed to work with digital radio such as P25, MotoTRBO or DMR. ANALOG Single or multiple-port gateways enable the dispatch consoles to connect with one or more analog transceivers. Typically, these may be UHF or VHF base radios from companies such as Motorola, ICOM, Tait and others. Other types of analog radio are also supported. These devices provide an IP connection from the radio to the server or directly to the console and the voice is transmitted as Voice over IP. Figure 1: Analog Radio Network over IP 4 www.omnitronicsworld.com
DIGITAL DONOR RADIO There are two standard methods of connecting Digital Radios to a wider IP network. The first established is through a donor (or control) radio. The donor radio is connected to the server or soft console through a digital radio gateway. It provides an access point into the radio network and dispatch operators can then access the network from their workstations. Figure 2: Access a MotoTRBO Network using a Donor Radio DIGITAL WIRELINE Another way to access the digital radio network is through a direct IP connection to the base radio or to some radio system controller. In this situation, the digital radio gateway provides the IP connection to both the radio network and, if applicable, the server. This configuration makes a broader range of features available to the dispatch operators. Newer radio technologies such as DMR provide IP wire-line access for dispatch consoles. Figure 3: Access Wireline Radios through a Repeater OR Node Controller 5 www.omnitronicsworld.com
DIGITAL RADIO FUNCTIONALITY Incorporating digital functionality into your dispatch console can provide you with a large variety of data applications that can improve organizational efficiencies and safety. A few examples as below: Patching to PMR There are scenarios where an organization will want to migrate (over time) from PMR to DMR or bridge between the two technologies, this can be accomplished by operator controlled patching. Individual Calling Enables dispatch operators to speak to an individual, such as a supervisor, ensuring privacy and eliminating unnecessary and distracting radio traffic. Emergency Call Enables the operator to receive and transmit emergency calls between radios as the dispatch system. Console systems can process emergency calls and respond in a variety of ways. Text Messaging Provides another means of communication between dispatch operators and radios. This is useful for delivering non-urgent instructions or reports. In addition, it is possible to send messages from radios to remote PC s and email-addressable devices. Email Email adds yet another means of communicating. This relieves radio users from needing access to a computer to email someone in the dispatch centre or even the outside world. Location based services Using GPS, dispatchers can see a real time map of vehicle or user activity thereby improving safety and efficiency. Geofencing/Speed Control If a portable user has travelled outside a predefined geographical area or has traveled at a rate faster than a predefined limit, a warning message can automatically be sent to the radio and the dispatcher. This could be useful in monitoring transport fleets, ensuring they don t speed to meet delivery times. Lone Worker Portables can be configured to periodically PTT to indicate that the lone worker has not been injured or otherwise incapacitated. Consoles can monitor such situations and raise an alarm if necessary. Remote Monitor A dispatcher can discretely connect to a radio s microphone and monitor the audio without the need for remote user intervention. Another useful feature if you are concerned about a user s wellbeing. Stun Kill A dispatcher can temporarily or permanently disable a subscriber unit that is perhaps lost, stolen or generating faulty transmissions. 6 www.omnitronicsworld.com
ADVANCED CONSOLE FUNCTIONS By having a server-based Radio Management System, a number of additional functions are made available to the operator through a graphical user interface on a Windows PC. The actual functions available to any operator are determined by their profile settings on the server. This ensures that the system can provide both a multi-role capability and support for multi-skilled dispatchers. WORK GROUPS Each dispatcher can create a number of different combinations of channels that are appropriate for specific situations. Each workgroup brings together a number of different radio channels into a resizable window that can be activated at any time. As an example, an operator may setup two different workgroups; one for their normal duties and a second one that they can invoke during emergency situations. The workgroups are saved as part of the operator s profile. A workgroup enables operators and organizations to configure the system to best meet their needs and operational requirements. LINK GROUPS Radio channels can also be linked together in various combinations. Once linked, activity on one radio channel will be re-transmitted on linked channels automatically by the server. Link groups are semi-permanent. This means that once configured, a link group will continue to operate independently of operators until the link group is manually changed. A number of link groups can be configured on the server. Because this is a global centralized feature, access to link groups is restricted to authorized operators. 7 www.omnitronicsworld.com
MONITORING RADIO ACTIVITY The server will present the operator with audio and messages that are of interest to that person. This is determined by the radio channels that the operator selects as part of his or her workgroups. Each operator can further control and manipulate the channels in their workgroups. Channels can be manipulated so that the operator receives incoming audio at a background level or at a normal level. Channels can also be manipulated so that operators can broadcast to users on those channels or not. Channels can even be disabled as required. The buttons associated with each channel flash various colors and display text messages. This enables operators to very quickly identify where radio traffic is coming from at any point in time. RAPID RECALL (RECORDING) Rapid Recall is a feature used to automatically record any radio and telephone activity that is relevant to an operator. A special Rapid Recall window lists all activity that has involved the operator. It also enables the operator to replay portions of any conversation or whole conversations. SIP PHONE CONNECTIVITY Another common application is where organizations want non-radio users to have access to their radio network on an ad-hoc basis. These users can be added by using a SIP Phone. This can be either a SIP-enabled desktop phone or a Smartphone with a SIP application. Personnel such as supervisors can then dial into the radio network, without the need to have a radio themselves. 8 www.omnitronicsworld.com
TYPICAL NETWORK CONFIGURATIONS HARDWARE OR SOFT CONSOLES ON AN IP NETWORK Figure 4: Hardware & Soft Consoles can work in combination on one network SERVER-BASED NETWORK Figure 5: Server Based Network with a combination of Radio Types 9 www.omnitronicsworld.com
MULTI-SYSTEM In larger organizations, it is common to run different dispatch systems for different regions. This often happens in Public Safety and in mining companies. As an example, a mining company may have a head office in a city and several mine sites that are geographically dispersed. One mine site may use analog radio whilst another may use digital DMR - possibly due to differences in the nature of their operations and the physical environments. Each site may be suited to a particular technology. Ideally, the organization would like operators anywhere to have access to users at any site. This is possible with a dispatch system like the DX-Altus. The DX-Altus supports multiple concurrent connections to multiple servers. This means that systems can be deployed at specific sites and tailored to those sites. However, dispatch operators within the overall network will be able to access radio resources (and therefore the radio users) at several sites. Each operator is not limited to just working within their local site. Figure 6: Multiple Systems can be connected together for Organization Wide Collaboration This type of architecture marries the efficiency of a centralized server (or switch) with flexibility and resilience of distributed systems. 10 www.omnitronicsworld.com
REDUNDANCY When looking for a dispatch system, an important question to ask is what redundancy does it provide?. If you use a modular system architecture there should be a level of in-built redundancy. However, this form of reliability can be taken even further for organisations that require mission critical operation by providing system level redundancy. A typical scenario is where two systems run in parallel and operators can be connected to one or another system. If a catastrophic failure occurs on one system, the operators are automatically moved onto the other system with almost no downtime. In this situation, the structure of the network is transparent to dispatch operators and the transfer from one system to another is almost seamless. Figure 7: Create System-Wide Redundancy with Automatic Failover CONCLUSION This White Paper explains some of the most common dispatch applications and solutions but this is only the tip of the iceberg. Many industries also have unique needs and applications. With this is mind, it is suggested that you speak to an expert to determine what solution will best fit your organization s unique needs. General terms of use for Omnitronics technical documentation: While Omnitronics has taken every care to ensure that the information and contents are correct and up-to-date at the time of printing, the information may contain technical inaccuracies and/or printing errors. Omnitronics does not guarantee the accuracy or correctness of the information. Omnitronics cannot be held liable or responsible for errors or omissions in the contents of the technical documentation. All information contained in the technical documentation is given without warranties or representations, expressed or implied. Disclaimer: Omnitronics expressly disclaims all warranties, expressed or implied, including but not limited to implied warranties as to the accuracy of the contents of this document. In no event shall Omnitronics be liable for any injury, expenses, profits, loss or damage, direct, incidental, or consequential, or any other pecuniary loss arising out of the use of or reliance on the information described in this document. Copyright 2013 Omnitronics. 11 www.omnitronicsworld.com