In this article
Discover how Guardian ICCS is evolving to meet modern control room needs with updates that focus on call handling, security and integration with other systems for greater efficiency.
June, 2025
Incoming call panel
The new call stack will include an ‘Incoming’ panel, which will include incoming but unanswered calls, radio transmissions and unacknowledged alerts (similar to the existing call stack). The panel will not include answered calls, as those will now be moved to the ‘Active’ panel. This reduces cognitive load on call handlers, providing a clear visual divide between incoming and active calls.
Frequently-used tools bar
We’ve updated the call stack toolbar. It retains all current functionalities while also improving the user experience. A key improvement is that we’ve added two new buttons to the call stack toolbar:
- Silencing incoming radio traffic
- Silencing loudspeaker alerts
Previously, these functions were only accessible through the Comms page. Now, these critical features are constantly visible and readily available to users, improving overall operational efficiency.
Operational status panel
We’ve updated the call stack toolbar. It retains all current functionalities while also improving the user experience. We’ve created an operational status panel to show the status of key Guardian ICCS functionality (such as radio and phone audio). This reduces cognitive load on call handlers, providing a quick overview of system health while also taking up less visual real estate on the screen.
Character count extended
We’ve extended the character count for talkgroup tiles to more than 10 characters. This ensures users can view both the talkgroup name and DCS pool without the DCS pool being cut off unnecessarily.
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October, 2024
Call handling
Improvements to grouped call behaviour
Grouped call tiles are now collapsed by default. Answering a grouped call now answers the longest ringing call. If a user wants to choose a specific call in the queue, then they can expand the call group and select it. This saves time for call handlers, eliminating the need to scroll past multiple call tiles.
Audible tone upon call termination
We’ve added an audible tone that call handlers will hear when a call is terminated, which minimises the risk that a call handler will miss a dropped call when their attention is focused elsewhere.
Supervision
Filter users by profile
Now, supervisors can filter the supervision page based on the relevant user profile(s). This feature enables supervisors to quickly view all users with a specific profile (e.g., dispatchers or call handlers).
Guardian Fire Hub
Improvements to call handling
Operators can view and answer calls from any agency, and they can also answer calls from multiple agencies simultaneously. This improves call handling efficiency during busy periods by enabling supervisors to distribute their resources more effectively.
User agency shown in supervision page
A user’s agency is now displayed below their username on the Supervisor page. This feature enables supervisors to quickly understand which agencies a user is operating on behalf of.
User agency shown in user creation
We’ve added a new field when creating a new user, which requires you to choose an agency for that user. This also applies to users created via single sign-on (SSO). This ensures users are assigned to the correct agency upon creation.
User agency shown in call handling page
A user’s agency is now displayed on an inbound call tile. This feature provides more context for call handlers during particularly busy periods by enabling them to understand which agency they are answering a call on behalf of.
Contact management
Reports tab
We’ve added a new Report tab within the Call Assist user interface, which enables supervisors to see an overview of all calls handled by the system within a configurable time period. This feature enables supervisors to understand the demands on their call handling resources more effectively and ensure best practices are being followed.
New validation for Niche Intel form
We’ve implemented new validations for the Niche Intel form to ensure mandatory fields are filled in correctly for specific source types. This ensures that data is accurate upon submission, reducing the need to spend time and money correcting incorrect information later on.
Copy to Log for PNC vehicle searches
We have added the ability for call handlers to copy PNC Vehicle Information to the Log at the click of a button. This makes it easier for call handlers to capture accurate information in real time without needing to copy and paste or run multiple searches. This also replicates the functionality of PNC person searches.
PNC warning markers for person and vehicle records
Warning markers associated with people and vehicles are now shown not only on the PNC header but also on the person or vehicle record. This ensures that call handlers are aware of potential risks associated with an incident while still on a call.
Vicinity Risk shown in Lat/Long coordinates
If the coordinate system is set to Latitude and Longitude, operators can now see the Vicinity Risk information from Guardian Command on the map. This ensures that operators can assess vulnerability accurately, regardless of whether they are using the Easting/Northing coordinate system or the Latitude/Longitude system.
Automatic incident loading in Storm CAD
An incident will now be opened in Storm CAD automatically after it has been transferred from contact management. This saves crucial time for an operator when dispatching officers to an incident, instead of needing to manually find the incident in Storm.
What3words auto-written to Contact Record Log
When a user adds an address in a What3words format, this will now automatically add a log entry into the Contact Record Log. Users no longer need to remember a W3Ws address and manually enter it into the log.
Other improvements
Improvements to call duration display
The call duration timer in the call stack will now display the call duration from the caller’s perspective, instead of resetting when a call is put on hold or transferred.
Auto-termination after inactivity
Guardian ICCS will now terminate a conference call after one minute of inactivity, freeing up resources and reducing visual clutter on the call stack.
Increased character limit in contact directory
We’ve increased the upper character limit for email addresses and numbers in the contact directory to 254 characters.
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June, 2024
Talk Group Mandation
This feature allows users with appropriate permissions to allocate specific talk groups to users based on their profile. In Version 24.2, this feature has been extended to include mandation of talk group status. The system settings now allow users to configure the state of talk groups upon login, streamlining the process and saving time for dispatchers.
Talk Group Not Monitored Alarms
Designed to ensure critical information is not lost, this feature enables dispatchers and supervisors to monitor important talk groups. If a defined talk group is not monitored, an alert is triggered to ensure at least one person is monitoring the transmission. This visual and auditory indication helps prevent the loss of critical information.
User Accounts Counter for SIP Connection Limits
To help customers keep track of their SIP connection limits, a user accounts counter has been added to the system settings. This counter displays the number of user accounts created, allowing customers to easily monitor their connection limits and avoid exceeding them.
Fire Hub Contacts
In the FireHub contact page, each contact is now associated with a specific agency, enabling the display of agency names within the contact card. This feature simplifies contact management and ensures contacts are assigned to the appropriate agency automatically.
Changes to Config Editor
The config editor now includes an import/export functionality that allows administrators to easily transfer configuration settings between CRS instances. This feature simplifies version control, sharing configurations, and cloning existing customer instances.
Outbound SMS Work
Enhancements have been made to the outbound SMS feature with a focus on security. Users are now required to apply an API key to both the SMS adapter and adapter core components, ensuring secure communication between the two. This update enhances the authorization process and ensures the correct components are connected.
Multi USB and Foot Switches Updates
Support for multi-USB and foot switches has been added, allowing users to interact with CRS using external peripherals. This feature improves usability and provides additional input device options.
Displaying Collar Numbers alongside Call Signs and Radio Talk Groups
For improved identification, collar numbers of individual officers are now displayed alongside call signs in radio communications. This feature provides a more comprehensive view of communication and enhances the management of resources.
Introduction of Call Assist
Version 24.2 marks the first functional release of CallAssist, a feature aimed at recording all calls into a control room. It streamlines call handling, allows for faster assessment of threat, harm, and risk, and provides a more complete picture of vulnerability. CallAssist also offers integration with CAD and RMS systems for seamless information sharing.
