Focus Mode

Product: Pro, Unlimited, ACT
Feature: Focus Mode
Audience: Supervisors and Call-Takers
Last Updated: 03/06/2025

After reading this section, you will be able to use Focus Mode effectively to streamline your workflow by automatically directing you to the newest incoming call in your selected seat position or SIP extension. This feature minimizes the need for extra clicks, reduces distractions, and improves call management efficiency.

Focus Mode is a feature that automatically directs you to the newest incoming call in your selected seat position or SIP extension. It follows the latest call in that position’s queue, ensuring you are always connected to the most recent incident, and can be toggled on/off as needed.
Available to Pro, Unlimited, and ACT customers.

Prepared shares screen space with other tools, requiring call-takers to manually locate and open the relevant call each time a new one comes in. This results in extra effort and time spent on additional clicks.

Focus Mode reduces this effort by automatically directing you to the newest call, minimizing the need for extra clicks and searching. This feature allows you to seamlessly stay in Prepared, reducing distractions and improving access to important information like transcripts, location data, and AI insights.

• Selecting a Position: When you select a position from the dropdown, Focus Mode is toggled on, and you will automatically be directed to any new call coming into that position.

• Viewing Other Incidents: You can manually click to view other incidents, but if Focus Mode is enabled, you will be bumped back to the newest call if one comes in.

• Toggle Off: You can toggle Focus Mode off at any time to disable automatic redirection.

• Limitations: Focus Mode is not available when you are viewing “All Calls.” If you attempt to turn it on while in the "All Calls" view, a prompt will ask you to select a specific position.

If Focus Mode is enabled and a new call comes in, you will be bumped to the newest call. If you need to stay focused on the TT911 call, you can:

• Set your CHE to unavailable or choose not to accept new calls.

• Turn off Focus Mode to stay in the TT911 incident even if a new call arrives.

Alternatively, you can manually return to the TT911 call after being bumped to a new one. Focus Mode will not prevent you from switching back.

• Calls via ANI: If the center is configured to receive calls to Seat Positions through ANI, those calls will appear in the “All Calls” section and will not be assigned to a specific Seat Position. If you have selected a specific seat position, you will not be automatically directed to these calls.

• Calls via SIP Extensions: For centers receiving calls through SIP extensions, whether a 10-digit call is automatically directed depends on whether it’s routed to the same SIP extension as the 911 calls. If not, the same rules apply as with ANI — you will not be automatically directed to the call.

If you are only responsible for 911 calls through your selected seat or SIP extension, this won’t be a concern. However, if you handle both 911 and 10-digit calls and want to view Prepared Insights, location data, or other information for 10-digit calls, you will need to switch to the “All Calls” section and leave Focus Mode to do so.

• Stay Focused: If you are working on a critical incident like TT911, disable Focus Mode to prevent being bumped from the call.

• Manage Multiple Calls: If you handle both 911 and 10-digit calls, remember that Focus Mode only works for the calls routed to your selected seat position or SIP extension. Switch to “All Calls” for 10-digit call management.

• Toggle Regularly: Enable Focus Mode when you want to stay focused on the latest incoming call, and toggle it off when needed to review other incidents.

Contact Prepared Support at Support@prepared911.com