• General

• Audio / ALI / SIP Header Filters / Configure Automatic Call Transferring (advanced; change only with guidance)

• Test: runs the checks

• Clear: clears results

• Show Advanced Codecs

• Show Transport Tests

• Website Access Tests: verifies access to core services (app/API, media assets, caller link endpoints, maps). Failures can cause partial UI load, missing maps, or broken link flows.

• ICE Candidates (WebRTC connectivity): impacts real-time media workflows.

• LiveKit / H.264 / VP8 Stream Tests: validates streaming setup and codec compatibility.

1. Run tests from the actual PSAP network (dispatch consoles).

2. Resolve failures with IT, then re-run tests.

3. Capture a “known good” screenshot set for baseline troubleshooting.

Send:

• which test failed

• timestamp

• network (floor vs VPN vs other)

• browser/device

• screenshot of failure state

Prepared Live and Front are web-based applications delivered through standard internet browsers.

If your dispatch center uses a firewall, proxy, or other network security controls that restrict inbound or outbound traffic, you must allowlist (whitelist) specific Prepared domains to ensure the applications function correctly.

This article applies to:

• Prepared Live

• Front (web access to Prepared tools and workflows)

Your network must allow outbound access to the following domains, ports, and traffic types.

• *.prepared.live
  Port: 443 (TCP)
  Includes:

  • turn.prepared.live

    • Port 443 (TCP)

    • Port 3478 (UDP)

  • stream.prepared.live

    • Port 443 (TCP)

    • Port 3478 (UDP)

• *.prepared911.com
  Port: 443 (HTTPS)
  Includes:

  • portal.prepared911.com

  • api.prepared911.com

  • cdn.prepared911.com

  • onboarding.prepared911.com

  • releases.prepared911.com

  • audio-server.prepared911.com (gRPC over TLS)

• Additional service:

  • rp.prepared911.com

    • TLS over port 31092

• *.ion.prepared.live
  Port: 443
  Includes:

  • json.ion.prepared.live

• *.preparedapp.com
  Port: 443
  Includes:

  • 911.preparedapp.com

    • api.911.preparedapp.com

  • onboarding.preparedapp.com

• live-production-media.s3-fips.us-east-1.amazonaws.com
  Port: 443

• cognito-idp-fips.us-east-1.amazonaws.com
  Port: 443

• maps.googleapis.com
  Port: 443

• maps.gstatic.com
  Port: 443

• fonts.googleapis.com
  Port: 443

The following feature flags may be enabled to support enhanced workflows in Prepared Live, Front, and ANET. These features do not require additional firewall changes beyond the domains listed above.

Whitelisted Transfer Contacts
Enables agencies to define approved contacts for call or chat transfers.

Common Scenarios for Automatic Rerouting

Whitelisted Numbers are best used when callers consistently contact 911 for non-emergency reasons and would benefit from direct routing.

Scenario:
Police officers routinely call a PSAP using a 10-digit number for administrative purposes, such as:

• Warrant checks
  
  

• Follow-up questions
  
  

• Records or case coordination
  
  

Reroute to:

• An internal law enforcement administrative line
  
  

• A records division or duty desk
  
  

Benefit:
Reduces unnecessary emergency call handling and speeds up inter-agency communication.

Scenario:
A civilian with known, ongoing mental health challenges frequently calls 911 when not in immediate danger.

Reroute to:

• A crisis hotline
  
  

• A local mental health response center
  
  

• A regional behavioral health service
  
  

Benefit:
Ensures the caller reaches specialized support faster while reducing dispatcher workload.

Scenario:
A resident repeatedly calls 911 for issues such as:

• Noise complaints outside emergency hours
  
  

• Parking disputes
  
  

• Neighbor disagreements that do not require immediate response
  
  

Reroute to:

• A non-emergency police line
  
  

• A city services or call-taker line
  
  

Benefit:
Improves response efficiency and preserves emergency resources.

Scenario:
Callers dial 911 to report non-urgent issues such as:

• Power outages
  
  

• Water service disruptions
  
  

• Streetlight outages
  
  

Reroute to:

• A utility provider hotline
  
  

• A city or county public works number
  
  

Benefit:
Connects callers directly to the responsible service without delaying emergency operations.

Scenario:
Callers contact 911 seeking help that is better handled by a specialized hotline, such as:

• Disaster assistance
  
  

• Public health information lines
  
  

Reroute to:

• The appropriate national or regional hotline
  
  

Benefit:
Delivers faster, more accurate assistance while reducing call transfers.

• The caller is known and predictable
  
  

• The call type is consistently non-emergency
  
  

• A clear alternate destination exists
  
  

• The call may involve an immediate threat to life or safety
  
  

• The caller’s intent varies significantly
  
  

• Emergency assessment by a dispatcher is required

1. Select Settings tab

2. Select Non-Emergency

3. Select Whitelisted Numbers

Chatroom Summary Generation
Automatically generates summaries of chatroom activity to support faster review and handoff.

LLM Judge for Intent Classification
Improves intent detection accuracy using AI-assisted evaluation.

ANET Triage Table v2 (Chatroom Merge on Transfer)

• anet-triage-table-list-v2merge-anet-chatrooms-to-act-on-transfer

• This feature merges ANET chatrooms during transfer workflows to reduce duplication and improve continuity.

  • Replaces legacy behavior:

    • anet-link-chatroom-enabled (deprecated)

Use the guidance below to determine what your agency can resolve locally and when to contact Prepared Support.

You can often resolve the following issues by reviewing firewall and network settings:

• Prepared Live or Front does not load

  • Verify all listed domains are allowlisted.

  • Confirm outbound traffic on port 443 is permitted.

  • Ensure TLS inspection or SSL decryption is not blocking traffic.

• Audio, streaming, or live updates do not work

  • Confirm UDP traffic on port 3478 is allowed for:

    • turn.prepared.live

    • stream.prepared.live

• Maps or fonts do not display

  • Verify access to:

    • maps.googleapis.com

    • maps.gstatic.com

    • fonts.googleapis.com

• Intermittent connectivity issues

  • Check for proxy timeouts, content filtering, or rate limiting affecting HTTPS traffic.

Contact Prepared Support if you experience any of the following:

• Features appear enabled, but do not behave as expected

• Chatroom summaries or AI-assisted features are missing or inaccurate

• Transfer workflows do not merge chatrooms as intended

• Errors persist after all domains and ports are correctly allowlisted

• Questions about feature availability, rollout timing, or deprecations