Managing alerts in OmniGuard

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Once you've completed the setup of your SafeZone Command admin portal, you will then be able to manage the alerts that come into OmniGuard from the SafeZone App.

This guide will show you how to respond to acknowledge alerts and resolve the alert.

Is your Command/OmniGuard set up to respond to alerts? If you do not have Regions, Region Groups and Users set up in SafeZone, you may not be able to see and respond to alerts properly. For instructions on how to set up Command/OmniGuard, please see the guide on Setting up SafeZone which is a recommended order for setting up Command/OmniGuard.

When an alert comes into OmniGuard, it will be displayed as an Alert Card at the bottom of the OmniGuard screen. You can swipe up to display the Alert Details which provides further detail such as the user's email address and any other information fields such as medical condition, PEEP information etc.
If you would like to add in additional user profile fields, please contact your organisation's SafeZone administrator or speak to your CriticalArc Customer Success Manager.

Alert Card

When a SafeZone user taps on an alert button, the alert card will then appear in OmniGuard at the bottom of the screen. The alert is also accompanied by an alert sound (which can be set to silent, silent with vibrate or alarm).

To configure the alert sound behaviour for OmniGuard, please see the guide on Global Settings - Help, First Aid and Duress Alert Settings

The alert beacon will display on the map showing the location of where the user raised the alert from.

The alert beacon will display a location accuracy circle around it on iOS devices only. The size of the circle represents the accuracy of the raiser's location - a larger circle means that the location is less accurate than a smaller circle. The location accuracy may update if the user:

• is on the move;
• moves under buildings/cover;
• goes to an outdoor location where mobile towers can triangulate their position better;

The location accuracy can improve with the user connecting to wi-fi or if your organisation has indoor positioning beacons. 

The Alert card will display:

• the user's name;
• the user's mobile number;
• the user's profile photo (if they have added one to their profile);
• the incident type as indicated by the icon next to their profile photo;
• the status of the alert:
  • Active - the alert is currently active waiting for a responder to Acknowledge the alert;
  • Acknowledged - the alert has been acknowledged by someone in Command or OmniGuard. The alert card will display the name of the user who acknowledged the alert;
  • Cancelled - the SafeZone user has cancelled the alert;
• the time elapsed since the device's location update;
• the Contact button which allows you to contact the user;
• the Acknowledge/Resolve button which allows you to acknowledge or resolve the alert;

Important: OmniGuard's Alert Card does not display information that the alert has been Escalated as it does in Command. You will only be notified that the alert is escalated if you have Notifications enabled for OmniGuard on your phone's settings.

Alert Details

To display more information about the alert raiser, such as their email address and any other user profile information they may have added to their profile, swipe up on the alert to display the Alert Details.

The Alert Card and the Alert details menu allow you to acknowledge the alert. Any responders who see the alert on their screen/device can tap on Acknowledge to acknowledge the alert. Only one user can acknowledge the alert - other users who can see the alert will still be able to communicate with the user through the messaging or chat feature or resolve the alert once the user has been attended to.

Once the alert has been acknowledged the alert sound will stop sounding (if a sound has been configured for the alert type) and the Acknowledge button will change to the Resolve button.

Once the alert has been attended to, you can then resolve the alert by tapping on Resolve.

The Alert resolution window will appear allowing you to select a resolution category and provides notes on the incident.

If you need to add notes for the resolution, you can do so in the Resolution Notes (Optional) field. Any notes entered here will appear in the Recent Alerts and Alert History which is accessible through the Command website. 

The alert will disappear from the OmniGuard Live screen as well as across all Command and OmniGuard devices that can see the alert. Only one user can resolve the alert.

If the alert has been recently closed (within an hour), the alert can be restored if accidentally closed or if the user still requires assistance by tapping on the Restore button in the Recent Alerts list. The alert will re-appear across all devices for users who are able to view the alert.

Please see the guide on Responding to alerts in OmniGuard for information on how to respond to the user.