Setup the link between Active911 and your dispatch

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This page is intended to help the admin of a newly created agency account get their account setup to receive call information from dispatch. Only the admin of an agency account will be able to complete the directions below. If you need help with anything on this page, please contact us.


How does Active911 get call information?

Almost all Active911 accounts are setup to receive call information from a dispatch center. Most modern dispatch centers use a computer-aided dispatch (CAD) system. The majority of CAD systems are able to deliver call information to external parties via one of two methods:

  1. Email (SMTP)
  2. SNPP (more information)


Active911 is able to receive information from your dispatch via either method. The most common method is email (SMTP)

What is an alert email address?

As mentioned above, the most common way for dispatch centers to deliver call data to Active911 is via email. Each agency account within Active911 is assigned a unique alert email address. Alert email address are formatted like the example shown below:

1234-abCdEAF@alert.active911.com (this is only an example of an alert email, it isn't functional).

How to get your department's alert email

The admin of the agency needs to provide their agency's alert email address to their dispatch center to start sending data to Active911. Follow the steps below to retrieve your department's alert email:

  1. Login at active911.com
  2. Go to the "Agency" tab
  3. Scroll down the page until you find the the "Alert email" section. It should contain something like 1234-abCdEAF@alert.active911.com (only an example)
  4. Copy the alert email address on the screen, and send it to the person in charge of your dispatch's CAD system. Alert emails are case sensitive. If you provide the wrong email to your dispatch, Active911 won't work
  1. Click on the Devices tab.
  2. Click Add Device Button.png Fill out the form to receive alerts on any cell phones or tablets.
    • If the device is an iPhone, Android, Blackberry, etc. make sure you select 'smartphone' as the device type.
    • If you are using the iPhone/iPad app, make sure to set Page Type to iPhone App. Then click Save, and enter the given code into the Settings area of the App.
    • If you are using Cadpage, set Page Type to Cadpage. Then click Save, and enter the given code into Cadpage (Settings -> Direct Paging Vendors -> Active911)
    • Once you have saved a device, you can go back and change or remove it by clicking on it.
  3. Click Add
  4. To send a test message, click the bell icon 756-bell-selected@3x.png next to the new device.
  5. Click on the tab with your agency name. Send the 'Alert email' address to your dispatch center, using your chain of command. Once the Active911 system starts to receive pages at this email address, we will activate the system and you will start getting pages on your phones or tablets.

What to expect

After you begin receiving pages, you will be able to log into Active911 again to review past calls and statistics. When you are alerted, you will see a 'respond' button. Clicking on this button will mark you as a responder, and activate your phone's GPS to track your response in real time. You can then view the number of responders online. iPhones and iPads can watch this response on a live map. For regular cell phones, simply text back the letter 'R' to indicate you are responding.

You may add other members of your crew to your account so that you can use the service together. You may convert to a paid or free account at any time you wish; if you do nothing, it will automatically become a free (limited) account after 120 days.