SUPPORT AREA
Incidents & response
Every way to raise an incident, the six incident types, scenario approval, live monitoring, PA, and the authorised all-clear.
Step-by-step help
Choose what you want to do.
All the ways to trigger an incident
Every route into an activation — dashboard, mobile app, MassComs Agent and on-site controller — what each one can and cannot do, and which to use when.
Understand the six incident types
LOCKDOWN, EVACUATE, INVACUATE, STANDBY, TEST and SILENT — what each one does to devices and people, and when each is the right answer.
Trigger an incident from the dashboard
The full-control activation path: type, scenario, scope, controller dispatch and the review step, with the checks to make at each stage.
Trigger an incident from the mobile app
The carried route — incident type, scenario, building/floor/zone, drill flag and Verify & Trigger — plus how to read Trigger Status afterwards.
Trigger from the Agent and on-site controllers
How a fixed workstation and a physical panel raise an incident, what identity and idempotency they carry, and how to integrate one safely.
Raise a silent panic alert
The two discreet routes — the SILENT panic alert that texts security and police, and Silent custom scenarios that reach chosen staff on their own devices — with no sirens, PA or public broadcast either way.
Create a scenario and response plan
Walk the six-step scenario wizard — Type, Channels, Rules, Permissions, All Clear, Review — link a response plan, and decide whether a Custom scenario broadcasts or reaches only chosen recipients.
Approve scenarios and message templates
The control that stops an unreviewed message reaching a whole site — who can approve, what to check, and how templates are reused.
Monitor acknowledgements and people during an incident
Read the live picture — timeline, acknowledgements, help requests and the kiosk on-site roll — and know what the gaps actually mean.
Send the all-clear
End an incident on every device at once — who is permitted, what the Send All Clear notification option does, what plays and who is told, and what the resolution records.
Run a drill in TEST mode
Use the TEST incident type to exercise the full delivery path safely, and turn the result into usable drill evidence.
Use live PA and voice announcements
Pre-record or synthesise announcements, approve them, and speak live through connected audio during an incident.
Can’t find the answer?
Email support with the details that matter.
The message opens with product, site, time, device and symptom fields ready to fill, so the right team can investigate immediately. See what to include.